Reviewer Photos & Videos
Do not buy from this company
First off they change the brakes on the Marin bikes from left to right to meet the differing US to AU regulations. They do it that badly I ended on my first ride in a dangerous situation of no pressure in my brake.
Secondly their customer service is a joke. They offered $50 to repair their dangerous redesign. I said the parts alone are way more than this. They said I should be grateful for the $50 offer. They take your money and then don't care.
Thirdly their overall build skills are poor to dangerous, handle bar grips half installed, b...ottom bracket way to tight, brakes not aligned, gears badly aligned, packed in a way the bike the has deep scratches and most importantly dangerous brakes!! Do not buy from this company, you will regret it.
They don't return phone calls or answer emails
I placed an order on the 6/9/2020 and as of today (18/9/2020) it still hasn't been shipped from their warehouse. My wife and I have called multiple times and left messages with no response, I've raised a dispute on the website on the 11/9/2020 with no response and I've emailed multiple times with no response.
Based on my experience the customer service is terrible and I'm wondering if bicycles online is a scam site.
*EDIT* as of the 22/9/2020 After achieving contact with Bicycles Online my issues with the order have been resolved quickly and professionally and the bike arrived today.
Shopping online with Bicyles online store
The website was easy to navigate. Plenty of choice and the bike pump with guage was shipped quickly. It was delayed due to vivid restrictions but I am pleased with the overall process of ordering to arrival.
Nothing but excellent service for great products.
I’ve experienced nothing but excellent service. I’ll use Bicycles Online as my first choice every time and encourage my friends to do the same because of value for money and service provided
need a bike
Found what I wanted - purpose , style , price . Easily ordered,on line . The tracking online was accurate excellent with on time delivery Product was easily put together and ready to go . Follow ups were helpful , all done online . No hesitation in telling others
2 weeks not 2 days to deliver; wrong colour!!
I ordered my bike on the basis it would take 2 days to ship. It arrived 2 weeks later. In the meantime, ALL of my attempts to phone were not answered - no one picked up the phone nor did anyone return my call. Bike now arrived. Shame it's blue and not the red one I ordered ...
- Bicycles Online Shopping Experience
- Verified customer
Faulty bike - requested exchange - received exactly the same faulty bike
I bought Polygon Sierra Deluxe Sport Women's City Bike. During assembly the front fender would not attach to the fork suspension due to a damaged thread in the hole. Arranged to return the bike, requesting to exchange this bike for the same model (700CX43). After two weeks I received a package with exactly the same faulty item, including the same faulty fork suspension. This is extremely disappointing if not shocking, and now I requested a full refund. Beware of a very poor customer service.
Really positive experience buying pedals online!
Purchasing my first SPD pedals through Bicyclesonline was straightforward. The links to the promotional video meant so knew ax’s rly what I was getting. The pedals arrived promptly as promised.
Super happy with the bike.
Bought my Polygon Diablo 29er through Bicycles Online. Couldn’t be more happy with the bike and the service. Was easy to put together with the tools and instructions. Love riding the bike. Best bike I’ve ever owned. Many thanks.
Yep, add to cart, do it.
Fantastic, easy to navigate and helpful website, incredibly fast delivery (in the midst of a pandemic!) but most importantly, I LOVE my new bike and helmet. Good value for money. Awesome packaging too. Highly recommend Bicycles Online and will be purchasing again.
Done with Bicycles Online!
Entity helmet did not fit as there was a groove inside of helmet. Requested return for credit and was told because of COVID they would not be accepting. Made my case again as it’s absolutely new and even bike shops allow you try on before buying and if it doesn’t fit, then no purchase!! I followed up with 3 more emails requesting for a credit and will purchase other parts and tools. No response back from Leny who was dealing with my case. I’m going to let Entity helmet sit there and make a $62 loss on it but I will never ever buy from Bicycles Online again.
They are a great company that is easy to deal with and they ship their products fast. There size cart for their bikes is spot on. I love when we received the bike there was a compact Multi bike tool with it free of charge.
Purchased a cargo basket and basket net. Received items quickly and was updated with item despatch. Packed well. Both items are of good quality. Would recommend this site for purchases.
Incorrect tube size fitted - how?
Brand new bike had 27.5" tubes fitted to 29" tyres. Tube blew while I was riding and forced the tyre off the rim. The response was to reimburse me for purchasing my own replacement tube without any explanation as to why this happened and what they will do to prevent it happening to others.
All communication appears to be through offshore call centres without any real connection to the daily operations or decision making team
Good online experience but a horrendous delivery partner
The overall experience shopping online was good but the most essential part of the online experience - delivery - went horribly south. The bike was delivered to the wrong address. And even worse - left on their front porch since they didn't open the door. Not even a note or a 'how do you do?'.
Thankfully the folks who found the delivery outside their front porch were kind enough to track me down by my address and let me know that the bike was delivered to the wrong address. And I had to go pick it up from them.
The delivery partner used by b...icyclesonline are clearly incompetent and shoddy. Unless this experience gets visibly better and they take up accountability for this, I doubt I'll shop with them again. Very disappointed considering I'm a repeat customer. Hopefully the bike is in good shape just as my first experience with them - or another review will follow!
- Bicycles Online Shopping Experience
- Verified customer
Horrible customer service
Summary: Accepted payment with no product being available and subsequently never shipped it - then after phone calls to seek an update - they tried to up-sell me!
- After being unable to select a bike size on the website i emailed Bicycles Online on 15 June 2020 (being advised i would receive a reply within 3-4 business days.
- On 22 June 2020 i received a response saying that the size i wanted was available on the website, i immediately purchased the bike and waited the 2 business days for the bike to leave the warehouse - as stated in th...e email. - On 29 June, after not hearing a word from them and the status of the bike being 'Pick' for a week, i sent and email with the same automated message advising i would need to wait 3-4 business days for a reply. I called them (yes they answer, just wait 5 minutes) to seek an update on 30 June where i was advised they would confirm what was happening and return my call within the hour - i received no return phone call. - I called again on 1 July where i was told someone had left me a voicemail the previous day - i had no missed calls nor any voicemails, i was again told the matter would be 'looked into' and a return phone call made. To my surprise, i did receive a return phone call - only to be told that they didnt actually have the bike i paid for over a week ago. To sweeten the deal, i was offered to purchase another bike - i would just have to pay the $700 difference!! Now i am patiently waiting for my refund (quoted to be 5-7 business days or earlier, in the miserable excuse for an apology email). Bicycles online - i know you will be quick to address a negative review (maybe that energy should be re-directed to making sure you actually have a bike to sell before you accept payment for it), so the reference number is N123488. I look forward to reading your response apportioning blame on COVID-19.
When I placed my order was told an estimated date due to being on back order, the bike shipped way before this date and postage was really fast. When I opened the box with my bike in was very happy to see the care and effort gone in to making sure the bike was protected and the main parts assembled thoroughly. Very happy with my overall experience with bicycles online and have recommended them to many people.
The reviewer stated that an incentive was offered for this review
Purchased a bike and it was arrived in a box. Easy to assemble and great to ride. Completely happy with the company and the bike. I would definitely recommend bicycleonline.
Terrible after sales service
Bought an Aldi electric bike -first mistake I guess. Just after 1 year when warranty had expired the battery wouldn’t charge anymore. Had only been ridden a handful of times. Customer service via BicycleonlIne. Their suggestion was to have tested at their warehouse even though was in another state. Only option available was to order a new battery for $500 - throwing good money after bad I guess. Would never buy another electric bike from anyone other than a local dealer.
Excellent service and product!!
Brought Marin San Quentin off the online store on the 27th of May and came on a Wednesday 24th June. To enlighten the negative feedback I was prepared to wait and knew the COVID-19 delay would impact my order so did not expect fast shipping. Once notified on the 22nd the bike arrived within days of confirmation.
Overall excellent service from the support team when answering questions. Also surprised with a multitool in the package and bike was very protected in the box to stop it from getting damaged. Would buy from them again.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.