- Verified customer
Great experience, highly recommended!!!!!
Bike arrived less than 48 hours after order online, extremely well packaged, I would definitely recommend, grea people to deal with. Very easy to assemble once out of package all in all great experience.
- Verified customer
Great local online bike store
I've purchased various bike accessories (and bike) from here in the past and each time it's always been a easy process with quick delivery. Combined with competitive pricing and a good range of products I can see myself purchasing from them again in the future. Any communication has been quickly replied to and the one warranty issue I had was resolved with no fuss (despite the item being (just) out of warranty).
- Verified customer
The best online shopping experience ever
The title says it all. Easy to use website, absolutely lightning quick delivery, well packaged and everything I needed in the box to get riding. This was hands-down the best online shopping experience ever!
Excellent Product advice on the website and guidance to make the best choice for the individual need
I found Bicycles online by accident being a novice to cycling and wanting to know more about what type/which bike to buy for my needs. I found the online information and advice on the website excellent and guided me very easily to what I needed within my price range. The purchase experience was excellent! I knew what I was getting, what was happening at each stage and I'm delighted with the product. Quality fo the bike met with the expectations I had based on the information provided. Overall very happy customer
Bunch of craps
Bought a Marin Alcatraz, upon arrival it had paint damage, got $50 store credit, tried to use store credit but wouldnt let me use it until I went over $50 so I got my amount to $70 to use the credit but I was charged $70 to my bank, took a week to resolve when it was clearly their fault, I would not recommended these knobs, mtb direct is 100 times better and so is Pushys.com
- Verified customer
Easy purchase experience great delivery and products to match
Ordered a bike for the first time in my life recently and was a very easy order process online. Came very quickly pretty much overnight despite being around 250 kms away. Great service and bike seems great so far. Would definitely consider again when looking further into a new road bike upgrade
Great job! great website!
An enjoyable experience dealing with the staff and on the website. I had some issues with delivery but the staff of Bicycles online were extremely professional and assisted me in every way to solve the issue. Recommend the product too.
Ordered a bike online, it was delivered very fast. The product information on the box to what was actually in the box was wrong.
Left emails and phone messages and still haven't received a response as to how this will be rectified.
Out of pocket with a wrong bike, not happy!
October 18th 2019 Update: Again still the Wrong Bike
Do not buy from this company
Had a wrong bike delivered, wrong colour, wrong size.
After many phone calls and emails finally told that the correct bike will be sent and the incorrect bike was picked up....
Promptly fixed and returned warranty item but no explanation as to what was wrong or what needed doing.
Also I received no explanation on an additional request ($ was happy to pay for) I had for the mechanic.
The reviewer stated that an incentive was offered for this review
Perfect Customer Service
Great online experience, good site, great tracking, received bike in 2 working days, and great follow-up call from the company to advise bike being delivered on that day, and also to reassure me that there was a 14 day trial period if I was not entirely satisfied. Perfect customer service . Thank you Bikes Online.
PS: One of the better quality bikes I have seen out there. Certainly better than most stores I visited.
Online passive aggressive behaviour
Because my check out online went over 12 midday the site cancelled the early delivery,I called them straight away several times and left messages of which they never answered. The next day I tried to contact them a different way and used their online chat link.
I mentioned that I had been trying to contact them five times in the last 24hrs and his response was oh we prefer to use the online chat link, hence they don't bother to answer their publicised constant methods.
I then explain during check out the selected option for a Saturday delivery ...
Total incompetence/Ultimately satisfactory outcome (read update below)
Purchased a 'small' sized (to suit 160-167cm) Marin Nicasio RC for my wife's birthday. Received 54cm bike in record time and set it up, only to discover that my wife couldn't stand over top tube. Checked Marin USA website, which shows 54cm to be a medium frame size. Contacted Bicycles Online, who deceptively told me that bike had incorrect frame size sticker and I should just measure seat tube length or take it for a ride to see how it feels. Contacted Marin USA for frame measurement chart, which shows seat tube length on medium frame is 510mm....Conducted all measurements and confirmed that bike was a true size 54cm. Bicycles Online agreed to swap bike for 52cm size, but would have to collect it, return it to the factory and inspect it before new bike dispatched. Eventually the new bike arrived, but it was again the incorrect size (54cm). They tried the same lines about incorrect frame sticker, etc, before eventually acknowledging that frame size charts on their website were incorrect. Advised nil actual small (52cm) bikes in stock, and unable to advise when/if more stock to be delivered. Took weeks to receive refund. Incorrect amount refunded. Advised another week to wait for remaining amount to be refunded. Checked website, and weeks later Bicycles Online are still selling 54cm frame as 'small' to suit someone sized 160-167cm. Total waste of time! ***Update 04/11/2019*** After posting negative review above, I was contacted by a Bicycles Online customer service rep, who advised that product was discontinued. However, she went the extra mile in sourcing last remaining stock from The Netherlands, having it shipped to me at their expense, and offering me a very discounted price on bike. They even threw in a free torque wrench! Bike has now arrived and my wife is very happy with it. A couple of minor things to note; the headstem was loose, the front wheel was significantly out of true, and pedal threads weren't greased as they had been on previous bike. All in all, it's nothing major, but they are things that a bike mechanic should pick up when checking over bike. After all that, I've had my confidence somewhat restored, but a little disappointed that it took a negative review to get their attention.
Horrible experience so far and it’s not over
Bought a bicycle after reading the reviews online. No communication on delivery timeframe so you’re expected to just wait for them. Had to rearrange delivery as a result. Bicycle came and was excited about it. Fixed it up and realized the gear mechanism was faulty. I was surprised that Bicyclesonline would ship a faulty product! Emailed customer service and they assumed that it is the customer who does not know how to handle bicycles, funny, since I own multiple bicycles. They eventually agreed to an exchange and I had to wait for the pickup. A...gain no indication of the timeframe for that. Am I expected to wait the whole day for the pick up? The reason why people use your company is the convenience factor. Just getting a defective product exchanged took such a long time and it is still not done yet. I also realized that their website does not allow for negative reviews hence please read their reviews with a pinch of salt. Such a total disappointment.
Computer glitch or pulling a swifty
I bought the Extrada8 ($1399) online last Monday. The money went out of my account on Tuesday and I received a receipt stamped PAID the same day. Three days later I called up on progress, only to be told the order was frozen because the 'computer says no'. The customer service said I needed to resubmit another request. When I asked about the receipt and the money paid, they told me there was an issues with validating my card and I needed to send some id to verify my address. I submitted my rates notice, but was told it had to be photo id. Who else has had to submit photo id to complete an online transaction, for anything, ever?
No sign of the bike or a refund.
Not happy, Justin
A precautionary tale of buying bikes online.
Firstly I would like to add some positives about bikes online. I found their shipping and handling excellent. My bike came on time was well packed and had obviously been set up and checked over prior to shipping. They also have some bikes that represent very good value, I actually decided to buy from them because a friend of mind bought the old model bend RV that a full 105 disc groupset for about $600 less than other big brands. He has had this bike for a few years and has used it without incident.
I decided to buy a 2018 Marin Gesalt x11 and...when I first started riding the bike I was happy. I started the usual thing of buying upgrades that I do with all my bikes. So when the supplied carbon seatpost started slipping, despite being torqued correctly with a torque wrench, I just brought a thompson aluminium one. Upon removal of the supplied carbon seatpost I noticed that it had cracked despite being torqued correctly and only used for a couple of months, so just as well I had brought a replacement. I didn't bother to contact bikes online about this issue because I had already purchased a new seatpost and couldn't be bothered sending it in to them. Then last month the rear naild through axle stopped being able to hold tension and I have now contacted them about replacing this item. Again to bikes online credit they have been very speedy with answering my questions or though they appear somewhat hazy on time frames. To be fair to them this is because the warranty is done by the bike maker and they are just a distributor. It is just annoying that you have to pay to send a part to them and then probably wait months for some resolution due to no fault of your own. Due to this experience I will in future only buy expensive bikes for local bike shops. It is just so much easier getting them to deal with possible warranty stuff even if they are slightly more expensive.
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