Above is my current collection of Tailfin aeropacks 🙂
– Tailfin sent me the wrong mount with the ordered aeropack: aluminum instead of carbon.
– After I emailed them about the mistake, the company immediately sent me the correct mount and a new bag (because mine had a faulty air valve).
– DPD dropped the ball and didn’t even deliver the package—they sent it straight back to the Netherlands, despite the shipment being redirected to a pick-up parcel locker (I have logs from the app to prove it).
– Tailfin didn’t argue; they apologized for DPD’s mistake and sent another package.
– It turned out they sent the wrong mount again (carbon this time, but with a pannier mount). The bag, however, was fine.
– Tailfin apologized profusely again and offered to upgrade the mount to the pannier version (which is more expensive) for free, but I preferred what I originally ordered. In the same email, they informed me that a package with the correct part was already addressed and provided a new tracking number.
– Finally, the correct mount arrived 🙂
I’m sharing this story to show how a reliable company operates, where you pay not only for the product but also for customer service. Throughout this whole ordeal, I never got the impression that they thought I was trying to pull something, nor did they say, “Send the wrong part back first, and then we’ll send the correct one.” There were no arguments, and I never felt treated dismissively. This isn’t some cheap AliExpress seller with $100 tents that offers zero support when something goes wrong.
At the end of our correspondence, they only asked (with return labels provided) that I send back the mistakenly shipped items—at their expense, of course.
by bzyk69
10 Comments
It’s amazing what 1000 euros will do.
i wanted to order on the weekend for my aeroad, but we’re talking 525EUR….
aeropack, single through axle 1x, 1.75mm, no extras, that’s 525 EUR
but then they said, i need to order an extra thru axle for 50 EUR. now it’s almost 600 EUR for a backpack. that’s beyond nutz.
I wouldn’t expect anything else when I pay a bajillion Euros for a rack and a bag.
I had a failure of the clamps that go around the thru axle. They immediately responded and sent out the updated part , apparently it was a defective batch without thread locker on it. They got it to me in like 3 days and explained how to use security screws as a temporary fix until the part showed up. Their customer service is top notch. They have a lifetime customer now.
What’s amazing is that even if you kept all of that gear, they would still be in profit from the initial order.
I was at Tailfin HQ last week for shop gravel ride pizza 🍕 drink 🥤 and adventure bike packing film. Great bunch of guys and their gear is industry leading as is their service. Life time customer here.
But you could have gotten some 5 or 6 Aliexpress racks for that price. And likely have it sooner than you did.
For the ridiculously overinflated cost of their products, I’d have been more impressed if they’d actually managed to send what you ordered and tested it wasn’t faulty first time.
This very much mirrors my experience. I got one with a bent inner plastic piece and they sent a new one on the same day, and just asked me to return the old one via DPD pickup.
The quality is also far beyond anything else on the market. I’ve had various apidura products and have had issues with all of them, except the bolt on top tube bag (but even there Tailfin’s is far better).
I had a strap fail on my tailfin bags and they replaced the whole bag, no questions asked. They’ve got great customer after service, but you’d expect that for the cost!