99 Bikes NSW, Brookvale

Great store with great-er staff – 99Bikes has a great selection but what really makes the Brookvale store stand out is the people. I am especially grateful to Caiden, who helped me with my bike purchase today. He was incredibly helpful and knowledgable. He made the whole process as easy as possible. And -boy- does he know his bikes. The store is lucky to have him.

Thanks Andre- bloody helpful advice and professional, friendly service – Andre- could not have been helpful, attentive to my questions and respond side with his answers. Outstanding service to a long- standing customer- which is the reason why I keep shopping at Brookvale 99 Bikes Show details

So thrilled I decided to purchase the Norco, over the uptown cruiser – I would like to commend Owen for his exceptional customer service. It was a pleasure to deal with him, as he went above and beyond to make it a pleasurable experience for me. Show details ·  1

Incommunicado – Went in store and Bought road biking shoes for my wife's birthday. Was told they'd be "1-2 days" and that they'd call me when they were in. Didn't hear anything for 12 days. Ending up calling to Enquire what was happening to be told they were in store. No explanation why they didn't contact me. And no apology. Disappointing.

Sold me wrong size bike, plus brakes failed, but won't refund. This bike shop is so dodgy – Wish I had read the reviews on here before going to 99bikes. The otherwise simple process of buying a bike has been painful from beginning to end. Worst customer service ever, don't expect them to actually fit you for a bike even though the website says 'free professional bike fit', they just try and sell you any old thing quickly. 1) Ordered… Read more

my bike according to what I thought was my size on the website, was given a 4 - 7 business day turnaround for delivery. On day 9 I called to find out what the status was. Was told it had arrived but needed to be built. Would be built that day or the next and I would DEFINITELY have it on day 10. End of day 10, no call so I called to find out what was happening. Guy on phone couldn't tell me if it was ready or not and when it would be, but apparently it still hadn't been built and there was some question as to when I could pick it up. Hang up, five minutes later I get a text to say it's ready. Apparently you can build a bike in 5 minutes. And left me wondering If I had not called, when I would have gotten a call. 2) Went to pick up, was waiting 15 minutes for service as they were busy, which is fine except NOBODY even acknowledged my existence even though I was standing right next to the register the whole time. I may as well have been invisible. Handover was "do you have any questions?". Didn't know what to ask but some basic information would have just been good (see next point). 3) Got my bike home, but when we get to the park we find out that the seat is at the HIGHEST height, and we need to lower it. Except you need an allen key to loosen it, and a specific sized screwdriver to loosen the light, so that you can move the light down and lower the seat. Had to walk all the way home to get the Allen key. The screw was unbelievably tight. Would be nice if someone had mentioned this to us or offered to lower it for me before I left the shop. At the very least an allen key should be provided. 4) Eventually rode the bike properly and realised it was TOO SMALL. Looked at the invoice and it says 51cm which is a SMALL everywhere on the internet, but in 99bikes world 51cm is a MED. But the MED on the website says it should be for my height. So their sizing is outright wrong. When I took the bike back the staff tried to tell me that 51cm is a MED in that brand of bike (even though it doesn't say that anywhere on the website). Be that as it may, I asked then why did the guy serving me sell me a bike that was the wrong size? Shouldn't he fit me for the bike and make sure it was the right size? They didn't have an answer for that. Also the brake popped out while riding it (nearly causing a bad accident) and they tried to blame us and only agreed to refund if they charged us $80 service fee to fix it. The bike has hardly been ridden, it's still in excellent condition. Taking this case to NCAT. Wish I had never come here.

Poor post sale customer service – Once the sale had been done, things went down hill. I was not kept informed of delivery, I had to keep ringing. I finally received a call to say the bike was ready, I went down to pick it up. I paid the balance and was only then advised that the bike hadn't been charged so I could either wait 1.5 to 2 hours or come back. When I finally came to… Read more

collect the bike it was brought out, I was asked if I was familiar with eBikes and I advised I was, but not this model. The staff member did a 30 second run through and seemed to want to get rid of me. I had to ask questions on the various components. There was no hand over, which when purchasing I was advised to allow 1/2 and hour for a hand over. One of the queries I had to prompt was how to remove the battery, it was then I was advised I needed an "allen" key, this is NOT provided. It seems when you spend over $6000 on a bike you would receive all the required tools. It also did not come with a bell which I found surprising, shop assistant advised not provided on mountain bikes. When I open the box back home the bell was inside, it had not been fitted, neither had the protection strips or the mud flaps.

After riding the bike home, I also discovered the front brake is either out of alignment or bent as it is catching.

Above and beyond – I’m here to provide feedback on my experience with Kayden. He is obviously a decent experienced bike mechanic, which you would hope, but his customer service skills are a real standout. Explained the work he’d done and why it was done in that way which I appreciated. He even then mentioned he’d be happy to talk me through the showroom of other… Read more

bikes if I was in the market, as a sales person myself, this is exactly what you want from your staff. Seems like a great asset for the store, and based on my interactions with him, and the quality of the work, I will definitely be back.

Fantastic Service – Fantastic customer service really happy. Problem with my bike and it was fixed same day as well as a service. Then did a bit of shopping very helpful Show details

Good honest advice & great customer service – Andre was super helpful and offered honest advice and excellent service for my daughter who was buying a bike and wasn't really sure what she wanted. Show reply

Bike is beautiful! I now ride better with it – 99 Bikes have provided the best service for my current bike when I picked it up from the workshop. I have managed to ride my bike home and there were no issues to identify. Thank you to Christopher and the team for the service and everything to keep my bike in beautiful condition Show details ·  1

Brand trust – We have bought multiple bikes from 99Bikes, which've been great quality with an equal level of service. But the ultimate test of a brand is how they handle the inevitable issues that occasionally occur with any product, regardless of quality. 99Bikes excel in this regard. The issue was escalated and taken seriously. They were committed to… Read more ·  1

resolving it as quickly as possible - guaranteeing our trust in the brand's integrity and our future patronage.

Great bike shop – The guys at the store are great!They're just very helpful and pleasant to deal with. Thank you for helping me out with the Lezyne bike pump, very happy! Andrew Show details ·  1

Great customer service – I just picked up my new Dynamo E bike from Brookvale. Andre made sure I was fully confident in writing and how to fold it. He even helped me put it in the car and showed me a few tricks to make it easy. It was a delight to deal with 99 bikes, Brookvale and Andre. Show details ·  1

excellent sales team – Chris was helpful, instructive, and made my purchase effortless. I got home, installed the seat just like he said, and off I rode - thanks! Show details ·  1

Such good service – Visited the last two weekends and had the best service, knowledgeable, and honest. Will continue to return for all my bike needs! Show details ·  1

customer appreciation – Excellent staff i had the best customer service by Dan, thank you so much Dan, outstanding customer service i appreciate it. Show details ·  1

Great service and pricing – Always great pricing and Phil was really helpful and new the product well. Show details ·  1

great service and friendly – the guy was helpful and made me feel good about my purchase he was happy to find out the answers to my questions Show reply

Poor customer service – Second time I have been in the shop and they haven't had stock of an item which was showing as in stock on there web site. Served by a young guy today who tried to find the stock and was brushed off by the senior sales person several times, I left empty handed after a 25 minute wait. Show details

Very good – I know a bit about MTB and I know what I want but I also want to hear others opinions. I went to this shop at Brookvale, had a good chat about DH pads with the David if he was the older guy , he gave me good advice and sound recommendations. He wasn’t trying to sell me more expensive stuff just useful info for me. I bought things, decided to join the Gold program as it saved me $10 including the fee and he order me the stuff I needed! Show details ·  1

Best service of my bikes – Can't rate this team enough always a pleasure using them for my services and parts. Thanks again legends! Till next time Show details ·  1

Customer Service with care and good product knowledge – Luke from Brookvale Store helped us navigate the purchase of a BMX bike and listened to and met our needs. Show details ·  1

Not impressed – Paid deposit on a bike very early in November and stated I wanted it for Christmas. They had plenty in stock (74) and gave me a date of 15th November as delivery. After finally ringing 3 times a week, given different answers, not receiving calls back when they say they would, December 18th I went down to store, I was still given false… Read more

information telling me they are going to arrive as cargo into Australia on Monday. All along I was being told no, your bike is not here, then received a text that yes your bike is here, then another saying its going to be on board for delivery soon, a week later and still no sign. So after the false information and not answering calls, in I went that day and asked him to look out the back as I cant wait for it to be delivered and risk it not arriving before Christmas. Well yes, it was out the back! Im sorry but you guys have to get it together, I dont want to hear how busy you are, people spend alot of money on bikes and that simply is not good enough. I would not buy another bike from 99 bikes if I had the choice, I would go where I would get correct information and where someone actually looks into your order not some scripted speech.

Slow and not not reflective of website – I checked the website before going and it said they had 4+ of the tyres i wanted ( i only wanted 1 cheap 26") I had to wait 10 minutes to be served by an uninterested kid who then took 10 minutes to tell me that they only had tyres which were 2* the price of the ones i wanted. He then managed to very slowly process the thing for me without a… Read more

smile or a thank-you or even sorry about the wait. I have spent 000's in the shop in the past but will be online elsewhere from now on.

Terrible behaviour! they do not care about their curtomers – I called 99 bikes to book a service and presentative told me that they are not excepting any maintenance and service due to high sold bike assembling. Also, he suggested to visit another bike service and maintenance shops to go. As a customer, this explanation is not acceptable and satisfying. Why would I visit another shop, I bought these bikes… Read more

from them. It gives me an impression that all they care about selling not after sale support. I called and sent an email their helpdesk in head office. They suggested me to book service from their another shop. There are restrictions at the moment and first available service date is one month away. What am I going to do with 3 bicycles without riding them? hanging on the wall and watch for one month?

Danger, Steer Clear, Avoid – Tried to charge for FREE service, didn't fix the problems, promised to come to my home to fix.....nothing, promised to call back......nothing. Wouldn't recommend these guys to anyone, and strongly suggest you look elsewhere instead of 99 Bikes Show details

Terrible service - Kickr18 warranty claim/repair – Purchased a kickr18 from 99Bikes in Brookvale and my kickr18 developed the same issue that many kickr18 units were reported having (the terrible vibration on the flywheel). Doing some basic google search confirmed that this is a known issue and Wahoo was addressing it worldwide. I took it back to 99Bikes at the end of December'20 and was assured… Read more

they would arrange with Wahoo to have it repaired or replaced. After a few weeks I phoned to find out what was going on and was told the unit is still at 99Bikes but then asked if I had a video of the vibration. I told them I did not and they said not too worry as they can make the video and send it to Wahoo. I started phoning every week to get an update and each time they promised to phone me back with an update (never phones back). On the 6th if February I had enough and drove to the store to get an update just to find out they still did not bother to do anything. This is the worst service I have received in my life and for a unit at $1500 one would expect a decent level of service. Their attitudes are that it is Wahoo who is causing the delay but in fact they are to lazy to record the video to send it to Wahoo. Shockingly poor attitude towards customer service.