On the 3rd of March 2026 I submitted a warranty claim for a broken frame on my Polygon Stratus S5. Up until that point, the bike had been performing fine and I was quite happy with the purchase. However, that was all very soon to change. On the 10th of March I was informed that the claim was accepted by the factory and that a replacement would be… Read more
sent.
Since then I have had to constantly follow up requesting feedback and status updates. After much back and forth, I was told the ETA on the frame was the 1st week in May and then on the 13th of May, was told that the frame was in a third party warehouse in Australia. After a lot more follow up emails and status requests, I was told on the 26th of May that the frame was in the Bikes Online warehouse and would be dispatched first thing the following day.
After a lot of further frustrating requests for updates, on the 17th of June I was informed that they couldn't locate and track the parts that arrived in that particular shipment and that a manual check was being performed. That was the last communication and as of the 25th of June, my request for further updates has been unanswered. I am left struggling to believe that over a month a bicycle frame could not be located in their own warehouse, or if indeed it ever existed.
I would have to say this is the worst experience I have had with any dealings with any retail shops or warranty claims and approaching 4 months since lodgement of claim I still have no visibility on any timelines of when or even if this will be resolved!
I would strongly recommend purchasing through a local bike shop who you can deal with in person for anyone looking to purchase anything of any value whatsoever.
Reviews with attachments
Fast, Reliable and Accomodating Seller – They shipped my order immediately and my ordered accessories are all quality
Good prices, fast shipping, bike arrived well packaged with minimal assembly required.
The process was simple and quick. The bike also arrived in a couple of days.
Very good experience with Bicycles online. Customer service is extremely responsive and helpful. The bike came very quick.
Awesome service. Delivery was quick and effecient. Riding my new bike has been such a joy.
I bought an Aventon e-bike from BikesOnline recently (April 2026). I live in a remote Victorian town with no access to bike shops or services. The experience was excellent. I knew what I wanted so product selection was easy and delivery was quick. The bike arrived 90% assembled and it took me a little over an hour to finish the job. Overall I’m… Read more
very pleased with the BikesOnline experience and service I would not hesitate to recommend them to friends.
Great overall bike but arived with broke chain guide wich was then replaced thanks to bikes online
Great value, fast delivery and easy build. Perfect entry to cycling. Thank you.
Couldn’t be happier with the service I received while choosing our first dual-suspension mountain bike. The team at Bikes Online guided me through every question, every bit of uncertainty, and the whole decision-making process. Special thanks to Brad for his patience and incredible knowledge — it made all the difference. Now we’re off to enjoy the Marin Rift Zone XR; what a fun bike to kick off our adventures with. It’s a beauty!
I stuffed the dropper seat cable when putting the bike together. Emailed bikes online @ Frenchs Forest and told them what happened. To my amazement they replied on a long weekend. Organised a workshop visit for Tues, took the bike in and they changed the cable and fitted the dropper seat straight away. When I asked the cost they said no charge and… Read more · 1
happy riding. Staff were friendly, upbeat, and passionate about their bikes. I went to bikes online because at the end of the day I got far better componentry and value for money than had I gone to a bike shop. My local bike shop were quite aggressive and persistent in my bike search, and kept telling me the benefits of buying from a shop for the service. I doubt they'd even come close to the service I got from bikes online today. Thanks guys.
I don't usually leave reviews for anything but i had to make an exception here. Brad from bikesonline was always quick to reply and went above and beyond to not only find the perfect size bike for me but also one that would suit my weekend warrior days on the saddle. I can honestly say that it has been the best customer service experience i have… Read more · 1
ever received and will 100% recommend bikesales to all my friends and family.
Bike arrived really quick and in great condition (check out the picture i attached of this little speed demon).
Thanks again Brad, you're an absolute legend
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Massive shout out to Brad Prescott at BikesOnline. I bought a Marin Mountain Pine off him 6 months ago for a bikepacking trip. Initially we had a couple of technical tweaks that he was all over without any issues. I have just completed a 700km ride in Kyrgyzstan and the bike handled beautifully. It was robust enough to take a real hammering. Highly recommend Brad and his team. His level of service was exceptional. Show reply
I love my new Marin Larkspur e-bike! It makes riding with a 'bad" knee so much easier. The quality is great and the purchase process and delivery were flawless. Show reply
MARIN DSX 2 FLAT BAR GRAVEL BIKE. I bought this bike 3 weeks ago and I'll admit, having had mixed success with online purchases like these over the years, I did harbour a level of scepticism about how the whole experience would go. That scepticism was unfounded. I ordered the bike on a Sunday, it arrived the following Wednesday. Communication was… Read more · 1
excellent and the whole purchase process was extremely smooth.
The packaging was very good, ensuring the bike was perfectly protected and secured. I was pleasantly surprised at how well set up the bike was when it arrived and how easy the remaining setup process was, which was a relief because I'm not exactly the most mechanically proficient person in the world! It only took about an hour to unpack and set up the bike.
The bike itself is exactly what I was hoping for. The componentry is high quality and far superior to other brand's bikes at this price point and it rides like a dream! After a few minor adjustments, it immediately felt comfortable and perfectly suited to my riding style. Having long-term lower back issues, I always worry whether the riding position will cause problems. No issues at all on this bike so I really tested it with my second outing, a 50km ride on varied terrain that included a number of decent hill climbs and it performed, well, flawlessly! And no back pain!
I couldn't be happier with the bike or the service. Thanks, Bikes Online, for making the whole process so easy.
*QUICK UPDATE*
Just finished another 50km ride. Not as comfortable as the last one, but that had more to do with the howling head wind! I'm still so impressed with how easy this bike is to ride
Entity RS15 Wind Shell Jacket! Quakity product packs down into zipped jacjet pocket, ans easily imto jersey pocket. Show reply
Latest follow-ups
Warning re : Bikes online poorly made products and poor customer service. The bike should have been recalled for a major brake safety issue. I purchased a Polygon Sisku T8. It is fitted with incorrect brakes from the factory which result in poor… Read more
braking in the dry and dangerously poor braking in the wet. The T8 is fitted with Shimano resin only rotors. The rotors are not recommended by Tektro for the Orion HD-M475 calipers. The rotors are only1.8mm and the specification is for 2.3mm. This causes the pistons to over extend reducing braking efficiency and causes longer than designed lever travel. The rotors are designed for resin only pads but the factory pads are ceramic/metal composite. The discs have worn prematurely to 1.6mm. The Tektro pads do not sit on the Shimano rotors correctly they over hang by 2mm. This means appox 20% less braking efficiency. The thin rotors have over heated with a gold colour and warped after riding. The rotors and pads have not worn evenly. I contacted Bikes Online customer service via their website on 16/4/26 but had no reply by 22/4/26. I requested they supply two new TRP rotors RC04E, 2.3mm which they have on there website to fix this known manufacturing issue. It would be reasonable they also supply two new sets of Tektro Q10RS or Q1011S compatible brake pads as I have to fit new pads with the rotors. Faulty brakes are considered a major failure under Australian consumer law because they make the bike unsafe to ride and substantially unfit for purpose.
Follow-up · Terrible service. Bike online would not fix a major brake issue. Australian consumer law means nothing to them. I am now out of pocket new pads, new rotors and new adapters. I hade to buy all the above to fix this new bike that has travelled only 100-150Km. From my experience if its faulty out of the box you are on your own. I took the bike to… Read more
For context I'm 74 and male. This is my second e-bike, I still have my first which is a Cube MTB and nearly 6 yrs old. The Tambora has now travelled near 500km mix of 80% road and is a delight to ride with it's agile frame geometry, grippy 40mm… Read more
Schwalbe G-One Allround tyres which provide a smooth ride with lots of feel. The Bosch SX electric engine is a huge improvement on my old gen 2 Bosch and provides smooth progressive acceleration and good traction on loose surfaces. I often find I've only used 30% of the main 400AH battery on 50 to 60km rides, hills use a little more which is much better than my older bike. I also have a Giant TCR road bike and the Tambora sits in between my two other bikes not better than either but a good all rounder. On the road the limitation is the effort to push it past the 25kmh assistance ( Aust limit) ( I get to about 35 kmh ) it appears the extra weight, tyres and my strength is the issue. On the gravel it handles very well the only limitation is lack of front suspension on harsh bumpy wash outs and pot holes. Dislikes are the handle bars which should be wider, seat adjustment bolt which is difficult to line up when the seat post is removed and front wheel Flip-Chip geometry plate that drops out when you remove the wheel to repair a puncture. The price for the specs is remarkable. Bikesonline where great with communication, delivery and after sales support. Looking forward to many more adventures on my Tamby.
Follow-up · Re tyre wear after approx 500km wear was not really noticeable. The handle bar width is ok at 410mm for road riding but wider bars for gravel would be much better. The Bosch motor is very quiet people riding next to me hardly notice any noise and the power delivery is smooth and progressive. Battery life is also very good with 60km rides having… Read more
I was waiting for them to send me a link for a survey so I could relay my thoughts of the business and why I deleted my account privately. Unfortunately 72 hours later I have not received email with said link, so here goes. I am new to the Biking… Read more
world and the expense of the hobby has taken me aback, but I came across and advertisement on Facebook that if you subscribe you will be able to enter a competition to win a bike. Read the terms and conditions over and over again, but when entering the site and clicking the link as instructed, no option as instructed appeared to allow you to enter the competition. The comments on facebook showed that I was not alone and the lack of response from owner leads those that thought the competition was legit to believe that this business offered the competition as an illusion and purely for click-bait and the competition was not real. Account no deleted, will continue with a business that seems to have better morals and business ethics.
Follow-up · Over a month and not a word from the business other than my request to delete my account. Obviously customers are not valued beyond the dollars they spend with little regard to how much new customers were prepared to spend
Positive reviews
Competitive pricing and high quality products, fast shipment and very easy company to deal with. I chose LED lighting upgrades and very happy with the combo options for great value.
polygon t8: Initially, I had some warranty concerns with the rear shock and had it sent back and rebuilt. This took a bit longer than I would have liked, but the bikesonline team was really helpful and I got it back a few weeks later. Now the bike is riding amazing, I am really happy with my purchase. For future delivery packages, it would be… Read more
helpful to include some sort of valve adapter to help with adding air to the forks, because most ordinary pump fittings will not fit on the fork schrader valve because it is slightly 'sunken' into the top of the forks (hopefully your can understand my description :)
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Purchased a gift card for a team member. Easy to navigate on the website and quick to purchase. The shop has a large collection of products. Surely someone will find what they wish for anything bike related.
Negative reviews
Cracked stem on new bike, part took weeks to be sent out, then when it arrived it was for a different model. Son has not ridden his new bike yet! Terrible customer service!
I ordered bike tubes and tyre change tools. Waited 14 days without acknowledgement of postage before I contacted. Was advised they would follow up. 3 days later I received a message that due to a stocking error the tubes could not be sent and they would send only the tyre change tools. I requested to cancel the whole order. They came back days… Read more
later to advise that the tools had already been posted.
Ultimately credit to them in that I did get a full refund, albeit very late and after the tools made their way back to their warehouse. However the communication was a shocker and the professionalism of the staff was non-existent. Very disappointed.
Ordered 2 x helmets for my sons on the 13th of December. Said 2-4 business days. Still haven't received on the 31st of December and they will not answer phone calls or emails.
Recent reviews
Quick turn around time and love the fact that you receive updates on how things are tracking. You aren’t left in the dark which is all you can ask for when shopping online these days. Heaps of stock available and some items that few stores even have. Thanks!
I cracked my polygon frame after 4 years of hard use. Filed for a warranty claim and within about two and half weeks of making that claim received a new frame in a large as I requested (coming from a medium) and a brand new rear shock!
I made a big order pre Xmas and the goggles I'd ordered missed the dispatch. As they were Xmas presents we weren't aware they were missing until we opened the box Xmas day. Contact over that period wasn't the best but first week of Jan they had committed to sorting us out and gave us an upgrade to these bad boys. Perfect for what we need them for, my son's are I are stoked with Bikes online. Thanks team, you guys rock
An online shop where an actual person calls you up and talk to you if there’s an issue with what you ordered related to; stock levels, product availability, damage to packaging. Highly recommended!!
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