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Home / Mountain Bikes and Gear / Mountain bikes / Survey

Have You Purchased a Mountain Bike from a Direct-to-Consumer Brand?

Direct-to-consumer (DTC) bike brands like Canyon, YT, and Commencal are growing, and it seems buyers are becoming more comfortable choosing and purchasing bikes online.

By Jeff Barber
July 31, 2022

70 comments

Singletracks may receive compensation for purchases made through any affiliate links in this article.

Direct-to-consumer (DTC) bike brands like Canyon, YT, and Commencal are growing, and it seems buyers are becoming more comfortable choosing and purchasing bikes online. We want to know if you’ve purchased a bike from a DTC brand, and if so, what your experience was like.

Tells us which DTB bike brand(s) you have purchased, and what the experience was like, in the comments below.

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Jeff Barber

Jeff Barber has been mountain biking since 1992 and has tested hundreds of mountain bikes and components. He is the co-founder of Singletracks and serves as Editor in Chief. Contact him at [email protected].

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70 Comments

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Jeremiah Jacobs New Jersey // 2022
Aug 1, 2022

Have purchased x3 YTs, a x2 transitions, commencial and a canfield. I have been building and maintaining my own bikes for 30 years and don't like dealing with pompous bike shops. For the most part DTC bikes offer better value. I have had minimal issues and the few issues that required warranty service were handled extremely well by the companies. Only down side to DTC is not being able to throw a leg over a bike for sizing and fit.

I'm sure there are good shops out there and there are a few good people at some of my local shops but far too many that just cop an attitude.

5 reply

Rollingcarbon California // 2022
Aug 1, 2022

Purchased from Fezzari. Fantastic customer service. Fits perfect, great price, awesome bike!

4 reply

RTWrider2018 2019
Aug 1, 2022

Every time I see an article like this no one ever mentions Fezzari. I don't work for them and, aside from owning the La Sal Peak, have no affiliation but I think their bikes are far superior to YT and Canyon...they just don't advertise. It's amazing how that works. I bought my LSP 2 years ago and love it. The bike is solid and I've only had one issue (rockshox bushings were too tight so my linkage would loosen when riding). Not ideal but Fezzari sent me Fox bushings and the problem was solved. I haven't had to tighten my linkage since and the bike opened up a bit more. I also love having the only Fezzari on the mountain and passing those weekend warriors in their Yetis, SC's, and Specialized bikes on the ups and downs.

3 reply

kunarider Massachusetts // 2021
Aug 2, 2022

Fezzari Delano Peak. Great mid-travel carbon full squish (150/135mm) with XT brakes and drivetrain, Fox suspension. Some custom parts installed by Fezzari (avoiding “take-off” parts). Less than $5k and a love it or return it guarantee.

3 reply

jodymcguire Colorado // 2022
Aug 2, 2022

A Fezzari Wire Peak. Great bike. Great on the downs and climbs with ease.

2 reply

enduroexpert78 Virginia // 2019
Aug 1, 2022

Alchemy. Amazing customer service! The company offers parts and easy to follow instructions for replacement online.

2 reply

Chris Salisbury Texas // 2019
Aug 1, 2022

Bought a Commencal AM. Loving the bike and definitely impressed my friends. Style Points!

2 reply

bikepete Oregon // 2019
Aug 1, 2022

Esker Cycles. Wonderful support.

2 reply

LosLinks Ohio // 2014
Aug 2, 2022

Guerilla Gravity. Killer bike, and incredible customer service throughout purchase and beyond. Couldn't be more thrilled with the whole process.

2 reply

trygstaddaniel Minnesota // 2021
Aug 10, 2022

I bought a Fezzari Abajo Peak. It's my first real mountain bike and I think it's awesome. I shopped for almost a year and was pretty convinced that it was the best deal for what I wanted to spend. Recently I had an issue with my shifter and Fezzari sent me a new one. Customer service has been great too.

2 reply

Dogdayz21 Colorado // 2022
Aug 1, 2022

I purchased my Fezzari Delano Peak a year ago. Great experience. Someone from Fezzari called me to go over specs and riding style to make sure the bike was set up properly for me! Great pricing too.

2 reply

[email protected] Colorado // 2022
Aug 2, 2022

Alchemy Arktos 135. Very helpful over the phone and was able to stop by their operation in Golden, ride local trails, and get advice on set up. Would like more help with fit but they are quick to answer any questions. Great riding bike.

1 reply

ross.merken 2022
Jul 31, 2022

Boreals. Great experience and support.

1 reply

kc929 California // 2008
Aug 1, 2022

Bought a YT. Great customer service and I really like the bike.

1 reply

CWMTB81 Wyoming // 2020
Jul 31, 2022

FEZARRI. Customer service is great, produstcs are good and they will make sure you get exactly what you are looking for

1 reply

Ihappydirt Wisconsin // 2018
Aug 4, 2022

Bought my fatty from them. Great bike, great service.

0 reply

aug52k Georgia // 2014
Aug 4, 2022

Fezzari Alta Peak, back in 2013, so it is time to update. Currently looking at their Delano Peak but haven't decided yet. Great customer service back in the day and it's been a great bike.

1 reply

samy260 Washington // 2018
Aug 7, 2022

I bought a fat bike from Fezzari. The process was simple. The bike is high quality and I’ve been riding it nearly every week for the past 2 years. I really feel like it was a great value since it was a full carbon frame and fork for only $2,100. Yes it had entry level components but I just upgrade them as they wear out.

1 reply

edtorres1976 Arizona // 2022
Aug 1, 2022

I bought my wife a Canyon Neuron. It was the best spec'd bike for the money. Pike fork and GX drivetrain for $2400. Other brands offer this combo for at least 5 or 6k. I am looking at the YT Izzo for myself when they are back in stock.

1 reply

Guruuno New Jersey // 2022
Aug 1, 2022

I purchased for specialized E bikes direct to consumer and although the bikes or fantastic bikes the support from Specialized is the worst on the planet.

One of the bikes has a defective fork which is made by rock Shox owned by SRAM I’m still waiting two months for a replacement fork as specialized does not give any guarantees or warranties for the add-on items such as brakes forks and other accessories.

Be sure to check your warranty before you sign on the dotted line

1 reply

AUTHOR

Jeff Barber Georgia // 1998
Aug 1, 2022

Bummer. Did you purchase the bike thru the Specialized website and have it delivered to you directly? That's a pretty new program for them.

0 reply

Guruuno New Jersey // 2022
Aug 1, 2022

Yes. Via the website. Delivered to local bike shop. 3 Vado 5.0 and 2 Como 5.0. Returned 2 Vado IGH after disappointing failures. Had to file Credit Card dispute and BBB complaint to get refunded. Ordered 2 new Como 5.0. 1 had defective fork. Allowed shop to use my Como as donor for fork and got a new Vado. SRAM said it could be several months as parts are not available. Specialized has done nothing as the say it’s not their problem (as in warranty disclaimer for 3rd party parts)
I think the bikes are far superior to Trek. But a nightmare support shortfall.

1 reply

spank1885 Missouri // 2019
Aug 1, 2022

I purchased from Haibike. Not the best experience. At one time a screw came loose from the locking mechanism that secured the battery and jammed the battery into the frame and made it impossible to remove it, contacted Haibike’s customer service and was informed it wasn’t Haibike’s issue and to contact Bosch. Any brand that does the final build and then blame an issue on another company without getting all information isn’t a brand that will last. Now I know why they no longer have foot in the door in the U.S.

1 reply

bikefoole 2017
Aug 1, 2022

Pole Voima. Haven’t received it yet and delayed due to supply chain issues. They are, however, very informative and keep me up to date about what to expect. The order process was really good, was able to do fairly extensive customization.

1 reply

pussdestroyer1200 California // 2022
Aug 1, 2022

Vitus Nucleus hardtail from chain reaction cycles. I live in the us, came in 5 days from the UK. Best deal I could find on a $900 hairdtail. Have had the bike for a year already and it's great.

1 reply

blundar Iowa // 2012
Aug 4, 2022

Bought an Airborne Zeppelin Elite Bike way back in the day (2011 I think). I still have it as a backup bike for friends, family, wife, co-workers that want to go riding with me on the trails.

0 reply

Tigatfo Washington // 2023
Feb 20, 2023

All our bikes are DTC. Canyon Spectral, Canyon Ultimate and a Canyon Endurace???. Next is 2 Fezzaris a Delano Peak and a Wire Peak.

0 reply

Marinus Norway // 2022
Aug 2, 2022

Bike brothers, i dont know if they exist in other countries, but in norway they are the premium brand of bikes, lightweight, high quality parts and stainless steel bolts wich means no parts of the bike can start to rust, the geometry is designed for comfort and areodynamics

0 reply

wilsimon Japan // 2022
Aug 1, 2022

Bought a Canyon Spectral 125. Delivery was quick but the paint job was unfortunately damaged on the way. Reported it to customer service and received generous amount of compensation. Very satisfied with the bike and after service.

0 reply

Steven Hambleton Queensland // 2022
Aug 1, 2022

What model did you go for and what do you think of the bike? I'm 6'5" and I'm considering the AL 6, I ride mainly hardback, flow and technical rooty trails.

0 reply

wilsimon Japan // 2022
Aug 2, 2022

I got the CF7. It offers a lot of stability compared to my old 26er and yet great maneuverability. I don't do jumps and drops so chose the 125, but it is still a cat.4 bike and capable of those stuff. I'm 181 cm and went with their recommendation for an M. Pretty stoked with the fit.

0 reply

jmcmullan102970 2018
Aug 9, 2022

I’m interested in the same bike. How does it climb? I mainly ride the same type trails but will race a cross country race every now and then.

1 reply

thomas.j9 Pennsylvania // 2022
Aug 1, 2022

Bought a Polygon N8. Hardest part was they were out of everything, but I love the N8. Everything else was great. I would do it again.

0 reply

Mgregg448 2016
Feb 17, 2023

Bought a revel rover gravel bike direct off their website. While not a dedicated direct to consumer brand like fezzari or canyon, they were super responsive and quick to answer all emails, phone calls and questions. Now I just need to convince my wife I really need a ranger too

0 reply

Hotinsac California // 2022
Aug 1, 2022

Bought manual mtb from Canyon , amazing support on warranty issue. Bought two YT e mtb decoys. They are bullet proof.
Happy with direct to consumer

0 reply

highland.hippie Queensland // 2021
Feb 20, 2023

Bought my 2021 Polygon D7 direct from their Australian distributor, www.bikesonline.com.au.

Although I was relatively new to MTBing, it was a great experience. Arrived in perfect condition, well packed, easy to assemble, and delivered quite quickly considering the industry-wide fulfilment issues at the time.

Sticking with direct sales, when we can afford to splash out on a Commencal Meta SX.

0 reply

davidwooderson Texas // 2022
Aug 1, 2022

Canyon. My frame cracked during the height of the covid quarantine (mid 2020), and the warranty support was very slow, but I cannot blame Canyon for that. They did eventually get everything resolved to my satisfaction.

0 reply

aug52k Georgia // 2014
Aug 4, 2022

Currently looking at Obed out of Chattanooga.

0 reply

BHShaman 2019
Aug 1, 2022

Definitely may have interest in Orbea Rise. :)

0 reply

bikeit420 Florida // 2005
Aug 4, 2022

Fezzari is awesome. Two bikes from them and love it. Customer service is amazing.

0 reply

gaul67 Maine // 2020
Sep 12, 2022

Framed Foothill mtb,fantastic communication after ordering. It's a great bike,would do again.

0 reply

OhioFatBiker Ohio // 2016
Aug 1, 2022

Framed. I have been very happy with it and would do it again. I would still check out my LBS too

0 reply

SurreyHills England // 2022
Aug 2, 2022

Got YT bike recently, had the delivery redirected to the YT Mill Guildford, the team there built it for me, converted it to tubeless and set up the suspension for me. All this service for free from a DTB brand!

The team at YT Mill are great, can’t recommend them enough.

The bike is great so far, no quality issues.

0 reply

johnnyhondo413 Massachusetts // 2022
Aug 2, 2022

Hi, I purchased a MTN bike from Polygon, the bike arrived with the rear wheel looking like a Taco, no fault of Polygon, and the promptly sent a replacement wheel. I also purchased from Fezzari. I am very happy with both bikes. They needed a little tweaking out of the box but once they were dialed-in they were good to go!

0 reply

Joe Blazkowski 2019
Oct 1, 2022

I bought 2 Polygon T8's in 2021. Super easy, no hassel ordering. Shipped as expected, very well packaged, quick easily assbly then ready to ride. Great bikes, we've been super happy with them.

0 reply

Steven Hambleton Queensland // 2022
Aug 1, 2022

I bought a Ragley Big Al a couple of years ago from Wiggle. They set my brakes up moto style (back brake on the left) as requested and everything was well greased and setup. Delivery was quick too. I haven't had any cause to contact customer service so I can't comment on their warranty procedure.

0 reply

pecktyler32 Utah // 2022
Aug 1, 2022

I bought a YT Capra elite during the cyber Monday sale a while back. I’ve absolutely loved racing and riding the bike, and I get a ton of compliments on it. When I first purchased it, I ordered a set of pedals with it, and they weren’t added in the original shipping, but I emailed the guys at yt, and they overnighted me a pair. When ordering a longer dropper post, I emailed them and asked what would fit, and they hit me right back. Amazing customer service, sick bikes, and overall just a cool brand.

0 reply

Coamiles52 California // 2022
Aug 1, 2022

I bought a canyon neuron 2021 I’m really happy, I got my bike in 3 days from the day I placed my order, it was easy to ensamble and a great shape, costumer service was great.

0 reply

Dylan Bush Queensland // 2022
Jul 31, 2022

I bought a commencal, I spent a lot of time calculating sizes and geometry between what I know from my old bike and what to expect from the new bike. I'm in between sizes at 5'11 so the question to size up or down. The guys at commencal were great and helped as much as they could in the situation. I will buy another bike from them for sure.

0 reply

Deadlions Michigan // 2022
Aug 6, 2022

I brought gt aggressor pro from online FROM DICK SPORTING GOD.BUT NO TEST RIDE,INSPECT WHEN I PICK UP AT STORE 47 MILES AWAY.NOONE HELP ME TO INSTALL BIKE RACK.I NEVER DONE BEFOE.SO I HAD TO LEARN HOW TO DO MYSELF.

0 reply

arttri 2019
Aug 2, 2022

I got a Canyon Neuron in 2019 on a great sale that was at least $500 cheaper than anything comparable. Shipping was fast, bike was in good shape and pretty much fully assembled. No complaints at all.

0 reply

Shad Holland 2019
Aug 1, 2022

I have not. I was considering Canyon at one point, but without being able to test ride one I just wasn't willing to try it out.

I ended up with an Ibis Ripmo AF for a little over a year and now I have a Carbon Salsa Rustler. Both bikes are excellent for the money. I also have an Esker Hayduke hardtail Ti. You can get those through a shop or direct.

0 reply

ABhardtail Illinois // 2019
Jul 31, 2022

I have purchased a Cotic frame for myself and a Polygon complete bike for my wife online. Different experiences, both good. The folks at Cotic were personable and communicative, working through the options and offering advice about components that would work well for me, while ordering the Polygon through BikesOnline was more like a typical purchasing experience from a big online retailer. Click buy, receive product. Except that it took the Polygon 4 months to arrive because BikesOnline was slammed with orders in 2021. Unbeatable price, though.

0 reply

nascott83 Missouri // 2018
Jul 31, 2022

I have purchased two from Revel. Very easy both times. They have answered any questions promptly when I’ve inquired. Would definitely recommend.

0 reply

thibaat Connecticut // 2017
Aug 4, 2022

I purchased a 2021 YT Jeffsy last year mainly because it was the only thing available at the time. I didn’t want go through the season on a well ridden 2018 Intense Spider. I’m happy with the bike. I live in the Northeast and more trail than flow. On the flow it’s a beast. On trails it works adequately, sluggish on the climbs. When it arrived it was packaged well and the assembly instructions are detailed. I’m a former bike shop owner so, I wasn’t too concerned about the assembly. Overall a good experience. I might add to my “beast”comment. I’m 64 so as beastly as a 64 year old can get on a mountain bike.

0 reply

Ron Garrison Texas // 2022
Aug 2, 2022

I purchased a Spot Mayhem 130 27.5 plus (Gen 1) in 2018. Great experience and service! Always responsive and helpful. Great bike!

0 reply

Ron Garrison Texas // 2022
Feb 17, 2023

I purchased a Spot Mayhem in 2018. Great experience. Never a problem with the bike. They’ve always promptly and courteously answered all my emails, calls, or questions. Would definitely buy from them again.

0 reply

zchef New Mexico // 2022
Aug 2, 2022

I'm with RTWrider. After extensive research I went with a Fezzari and couldn't be happier. This bike is awesome. Great components for the most part (had an issue with the Tekro rear brake) and uber solid frame. I have over 400 rowdy miles on it and no problems whatsoever. Great customer support and the crew at the company is fantastic. I would highly recommend looking into Fezzari before you spend twice as much just for a more recognized name.

0 reply

RemyMac Colorado // 2022
Aug 1, 2022

In 2020, I bought a Polygon for my daughter, and while not a D2C brand, I also bought a Rocky Mountain online from Jenson USA around the same time. Both bikes arrived set up perfectly. The Rocky wasn't a great value, but at least it was in stock. The little Polygon is actually a great bike for the money.

I recently bought an Ibis Ripmo from a bike shop and actually got a decent enough deal on it to make it price competitive with similar D2C bikes like the Canyon Spectral.

While my current bike shop experience has been good, they've mostly been less than stellar over the years. I would say that I need to ride something before I buy it, but some of the satisfaction guarantee programs that a lot of D2C brands have are better than demos.

0 reply

NV.Recon Nevada // 2022
Aug 3, 2022

Polygon Siskiu T8 from BikesOnline. Pretty good experience so far, no issues and loving the bike!

0 reply

deepskier Washington // 2022
Aug 6, 2022

Polygon. Great entry level price with deore components.

0 reply

chancewmassie Washington // 2021
Feb 17, 2023

Purchased a Fezzari Cascade Peak 2 years ago. Seamless, excellent customer service, love the bike. 3 months ago purchased 2 Propain Tyee CFs. Also excellent customer service, top of the line bikes

0 reply

Sunspot Colorado // 2019
Jul 31, 2022

RSD Bikes. They are awesome to do business with and take care of custy needs straight away. If you have a warranty issue, they take care of it post haste unlike the big brands. No BS, and what big brand has ever responded to an email on a weekend? Not one!

0 reply

Marcie Ambeault Leier Alberta // 2020
Aug 4, 2022

We’ve bought 2 YT bikes and been super happy with them. Customer service has been great. Warranty issues have been dealt with very quickly both from YT and from the component companies. Awesome bikes, but the thing I like best about buying DTC, is that it cuts out the middle man when work needs to be done. I love my LBS and have a great relationship with them, but I hate having to wait until they can fit me in to determine the problem, order the parts and do the fixing. I love being able to do it in a more timely manner.

0 reply

MXLord327 Maine // 2022
Aug 1, 2022

YT Capra, I absolutely love it! Setup was easy, the shipping container was a tank, very sturdy. All I had to do was shorten the extra long brake cables, and make a small derailleur cable tension adjustment. I would definitely buy DTC again!

0 reply

Motoboy England // 2022
Aug 1, 2022

YT Decoy E Bike
Wicked!

0 reply

Anthony Simonaitis 2016
Aug 1, 2022

YT Tues. Came as promised. Rode several similar bikes to compare geometry. It was a bit of a guess but I'm happy. Although I think one size larger would have been ok also. Longer wheelbase more stability in the fast steeps. Still happy..

0 reply

bikefoole 2017
Aug 1, 2022

YT. Great experience. Good follow up later when I wanted to buy small pieces for spares, very responsive and timely. Wish the larger battery was available, though I understand with the state of manufacturing at the present time.

0 reply

Ole_Rally1 California // 2022
Aug 1, 2022

first bought canyon spectral cf8 - 2018 - love it, ride it all the time. then got canyon road lite - love it, ride it whenever i am not riding spectral. and in 2021, got canyon spectral-on cf6 - love it, ride it when i want to climb unlimited singletrack hills and ride ALL DAY ! Canyon (and all) on line bike sellers are awesome - you get the same bike for $1000-2000 less than the "big box" brands.

0 reply

Motoboy England // 2022
Aug 1, 2022

Actually calledDecoy MX Core 4

-1 reply

Tagged: bike buying, direct to consumer, dtc, survey, gear, mountain bikes

First published July 31, 2022 @ 2:28:00