I purchased a bike online from Merlin on April 13th, 2020. Received it a few weeks later in Canada. After a season of using it for commuting during the warmer months of Montreal and for an occasional weekend gravel ride, the freehub in my back wheel broke. I noticed Merlin about the faulty freehub on April 3rd, 2021, well within my initial 12 months of warranty for the part. Merlin's customer service agent (Bex) responded to me on April 6th, 2021 to return the freehub to them so they could ship me a new one. In April 2021 I replaced the freehub at my own cost (need my bike to go to work), shortly after I shipped the freehub back to them. Radio silence from Merlin and no replacements were shipped to me. Another season later, I have the same issue with my wheel in April 2022, indicating a faulty wheel. Merlin's customer service agent (Steve) now refuses to ship me the replacement hub that was promised to me and to replace my faulty wheel despite the fact that I noticed them within the warranty period... Lesson learned: purchase from your local bike shop! I was hesitant at first to purchase my bike from an online shop for this specific reason but chose to trust Merlin based on its "commitment" to excellent customer service, which I have not received so far.