- Online Store
Price Match Policy is Flawed
I purchased an Ultegra Cassette and Gold Membership, together with four new tyres recently from 99 Bikes.
At the time of purchase i noticed the Cassette was advertised elsewhere (Bike Bug) for a cheaper price.
Given 99 Bikes claimed to have a 5% Price Match Policy I submitted the form at the same time i purchased the Cassette.
Subsequently, 99 Bikes refused to honor the 5% Price Match as the item was now out of stock (given i had purchased the last cassette from them!).
Customer service needs serious attention. Apparently no common sense
When I spend my hard earned money on something for my children, I expect it to be in good working order. When my son's scooter arrived, the holes in the handlebar clamp had not been tapped through, causing the bolts to snap prior to the handlebars being secure. This also caused some paint damage to the handlebars where the clamp had to be removed. I rang and spoke to someone, then immediately emailed them as requested with photos of the issues and a description of what had happened. A few days later, i called again for an update - no ticket...had been raised. I re-raised the ticket. After a ridiculously overstretched period of my son not being able to ride the scooter we had paid for, there was finally some good news, they would send out a new handle bar and clamp. When the parcel finally arrived, must have gone the wrong way around the world, there were no hand grips or bar ends with the handle bars! I contacted 99 bikes again and was told that as they were not a part of the original claim, they weren't sent. So now I have the new handle bars that my son can't use anyway!! I am not sure from which planet your customer service team have come, however, you can rest assured that we will NEVER be shopping through your store again.
Topeak - Trunkbag DXP - Rear Rack Bag with expanding panier bags
Wow - cannot speak highly enough about this product. Had one from Dyson, but took it back - fold out panier bag flaps did not fasten to the bike and flapped everywhere. Dyson were great in accepting back however. This new bag is AWESOME. At $160 it is well worth it and there are so so many secret compartments to fill/use. Well done TOPEAK, and well done 99Bikes.
Not worth the time
Bought a saddle online for click and collect, checked store prior for stock and have 3+ items available.
They said online would take 2 days to prepare. I can understand if it's a bike or something bulky, I would even allow gonna be more than 2 days to prepare. But a saddle that already instock at the store take 2 days?? On day 2, still got no e-mail if I can collect my saddle or not, also rang the blackburn store where I'm supposed to collect item, put me on hold, waiting for 10 minutes, decided to hang up. I cancelled my order, went to cognition cycle at Knox, click n collect ready so quickly over the phone. Don't waste your time
Will was great help over the phone!
Will answered the phone and he was really great help. Can't wait to click and collect my bikes from the south melbourne store. Wonderful service, will definitely recommend this company.
- Online Store
Easy transaction, product better than advertised
Fast delivery within 3 days which is great in these covid times....product was even better than expected from what was described on the website . I will def be buying again from them in the future
Ignored price match requests
99 bikes guarantee to beat any competitors price by 5%. I've requested a price match for an item 3 times and have been ignored each time. I guess I'll be purchasing from MTB Direct. Poor customer service!
Worst customer experience ever
Have low expectations from the service they offer. Bought a trainer online, they provide incorrect information, no comms on the expected date, multiple delivery errors and worst of all, their escalation channel is useless. This is a business who needs to learn the value of customer experience. Please take my advice and go to other retailers.
The worst service and trade ethics so far!!
Be warned... no professionals behind their online stores yet to experience in store service, so far the precedence doesn’t project a positive experience.
Was recommended by a friend and ordered 6 items and accessories online, received emails stating the items were wrongly advertised and are no longer available.. with a 10% disc voucher. Used the voucher and ordered more items assuming they would’ve corrected stock error to yet receive another email stating those are not available with another 10% voucher obsolete systems and frustrated with the service...take your business to somewhere reliable.
Worst online store ever
I ordered my products took 4 weeks to arrive from order was sent to the wrong address, was meant to be refunded it got sent back instead then had to re return it, it then took over a week to process my refund once it took a week to arrive back. 9 weeks from ordering it to receiving my refund is ridiculous and products I ordered broke in the first week of use not happy at all will never use 99 bikes ever again!!!
Made my first purchase with 99 Bikes
Made my first purchase with 99 Bikes online - and I unable to aptly describe the ease of the buy. Then, when I arrived at the store to pick up my new bike, again, it was the simplest of transactions. Their prices were by far the best. Without a doubt, I will be back and will absolutely recommend them to my friends who haven't yet bought through them. 10/5 stars!!
- Online Store
Online store is useless
Poor customer service can’t send shoes and socks in one order . Tracking number doesn’t exist. Emails take 2 days to reply
Weirdest customer service experience ever!
I ordered an item on the online store, four days later I received an incorrect order (genuine mistake, I had the other customers invoice etc it had just been shipped to me). I repeatedly tried calling/emailing the company to ask for my item and explain the mixup, and never received any response or acknowledgement. However, two days later I received an email that the item had once again been shipped, and then I received the item I had in fact ordered. The lack of communication was concerning, but I'm happy it was all sorted out. Their contact phone number is a joke, nobody is ever available and they don't call back!
Online store is a joke - avoid at all costs
Ordered a part for my bake and paid for express shipping - when it arrived, they had sent the wrong part. No worries i thought, emailed them that night, and thought they might send the right part the next day. 4 days later they got back to me to tell me the part they had already sent me that was wrong, was in stock in the local shop - so then i could have 2 wrong parts.
It took them another week to answer that email.... in the end, i just went to the local shop who were great, but more or less said that the online store people were hopeless... its a shame because i quite like the Stanmore shop, but i get a feeling that the whole operation is pretty amateur.
Ordered an iPhone case for the bike and the wrong size was delivered. They had it resolved very quickly and exceeded my expectations in making things right. Great customer service.
- Online Store
Responded to feedback, need to be more proactive
The below is a copy of what I sent to 99 bikes. I expect websites to do what they promise, and 99bikes didn't do that. Potential customers need to be aware of the risks. I was expecting a 2 day turn around.
"Going into ordering with 99bikes, I was already hesitant. Online reviews suggested it was a bad idea, the ratio of poor reviews is terrible, with 1 in 20 customers having a negative experience. This being the case I was recording anything to do with the transaction right from the start. The negative reviews online date back over a long p...eriod, indicating that no one staff member is responsible, the organisation itself has some fundamental issues. Ordered online 2pm 18/4/16 – Express delivery upgrade – Order number 16-001674** Contacted via online response form to confirm order status 19/4/16 – No response (Contacted as order status still said processing, not dispatched, and I had not received tracking information.) Contacted webstore via email to confirm order status on the 19/04/16 – No response
Bad service, still not rectified.
I purchased 2 x 520 Garmin head units from 99 Bikes on the 13th of December 2015. I paid the additional for express postage to ensure they arrived ASAP. One for my brothers 40th Birthday pressie on the 21st of December and one for a Christmas present. One head unit turned up on the 21st of December so all good for my first gift. Although disappointing that I would not have the other for Christmas. This is not the end of the world and understand that mistakes are sometimes made and as long as they are rectified in a timely manner all will be fin...e. I was assured by a customer service officer (perhaps "lack of" should precede this title) that one would be express posted immediately. So here we are today, the 7th of January 2016 with still no second head unit. They will not return my repeated email or web form requests. No communication whatsoever. BAD FORM 99 Bikes. If you are out of stock, tell me, if there is a different issue? Tell me. One thing you should not do is completely ignore me!
Don't Deal With This Company
Website quotes spend over $100 get free delivery and now they are saying that their supplier has a contract with them saying it can't be shipped to us due to assembly requirements. Why isn't this stated on their website. False advertising. Asked for nearest store to maybe pick up. Got no reply and eventually told they will refunded. They were told we didn't want refund but the product we brought.
- Online Store
Great customer service
Product was fine but express delivery took 3 business days because of a verification process.
However, the customer service was excellent and my payment for the express delivery was refunded.
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