Bikebug

PARTIAL ORDER - NO CONTACT DETAILS / NO REPSONSE / NO ETA TIMEFRAME FOR DELIVERY – New to mountain biking, so forgive me for being excited about hitting the trails. Taken me ages to save and get a 2nd hand bike that suits my needs and abilities. Ordered some shoes, a top and some gloves from BikeBug. Shoes arrived. 9 days later no status on top and gloves other than "Order partially shipped". No phone number, email contact is… Read more

via a form which they do not contact you back on. Their knowledge base has a section titled - "I want to ask more questions" and when you click on this you get some smart [Content Removed] / trite response stating, "Technically that's not a question, but it's no problem. Just contact us." Well, BikeBug, I am trying, but you are hiding with no phone number and no response to my form / email requests. As a predominantly online store i would have thought you would live and die by being agile / engaged with your community. I'm not impressed. Cyclists - (Yes, even those knuckle dragging mountain bikers) are a pretty smart bunch, and i think they will vote with their feet (and pedals, and hard earned) and give you a wide berth. ** SHAKING FISTS AND YELLING AT BIKE BUG CLOUDS ** :-( :-( :-( :-(

No Problems – Ordered quite a few things from bike bug totalling about $150. Was honestly kind of turned off by the other reviews but parts were much cheaper than other stores. Order was dispatched about a two days after ordering and delivered a couple of days afterwards. Honestly my experience was pretty good but I did not talk to customer service like some of the other reviews.

A better experience – After disappointing previous experience I can say that my order for Schwalbe tyre was dispatched promptly and arrived with Aust Post within 4 business days

Good range, service and price – My shopping experience with Bikebug was positive. This is the second order I’ve made with Bikebug and I’m pleased with their service. I’ve previously typically ordered bike-related components and equipment from Wiggle and Chain Reaction, but I will also be looking at Bikebugs offerings and prices in future. This time I needed some tubes for my… Read more

cross-bike after finding the cheap tubes I ordered from Wiggle last time kept failing me. I found that Bikebug had a large range and I was able to find suitable quality replacement tubes at a good price. I placed my order in early March 2022 and they delivered my package in only three days, exceeding my expectations.

Gift voucher fail - no response – My son received a gift voucher for this site for his birthday. When we went to use it the code wohld not work. Have tried to contact them multiple ways and tgey do not respond. Appears to be a scam website from what I can tell.

Just no. Wont honour warranty defects! – The customer is to blame for bikebugs/FRF sports (supplier/distributor of Fulcrum wheels) inability to keep stock levels, (COVID can no longer be blamed!) forcing them to buy offshore as a parallel import costing more in time and money. And, as in my case, something goes wrong- a defect in workmanship- (not even 500kms)they (as the australian… Read more

distributor) WILL NOT honour warranty! I am told to return the item to Italy. Like so many other reviews here claiming they wont even honour warranty when bought direct from them, I am disgusted by their 'not our problem' attitude, particularly the rude little cretin I had the displeasure of dealing with at FRF. Department of Fair Trading have advised me to persue a claim as I do have consumer rights with a written letter of demand to the Australian distributor. When i contacted bikebug - who handle fulcrum warranty claims-on behalf of FRF I was told 'no problems straight forward' by a woman who answered. That story changed by the typical male bike shop cowboys who stand resolute like their distributor after the paperwork was sent in. So my bike sits with my mechanic in limbo... As far as future purchases and the annual gift vouchers from work for bikebug- ( my families and collegues can pool together something from Rapha ) I used to be a loyal customer but now?- Just no.

Caveat Emptor if you value warranty backup – I found that the ordering and then delivery of bike gear is generally okay. What is disappointing is responsiveness to warranty issue. In my case I submitted a warranty inquiry but bike bug are unresponsive. Crickets chirping. even though I sent several follow-up emails and left phone messages still same after months. Buyer beware

CSR Decided to Cancel Order w/o Customer Request – FREE SHIPPING w? $99 US. Ordered shoes and expressed concern. Took a couple emails to clear up the FREE is only in AU (if so, then why list as US$, not AU or note only AU?). Subsequently, found shipping in cart was not 59, it was 79 (turned out to be AU). [Name Removed], the CSR responded up, but felt empowered to CANCEL the order without… Read more

requesting permission or requesting to do so. He would not fix it. He would not escalate. Said, I had to reorder. Now, two charges sit on my card waiting for the credit. [Name Removed] needs help or shown the door. Will not order from BB again unless management addresses the issue with [Name Removed] and my concern

Appalling Customer Service – Tried to contact Bikebug for a warranty claim, they do not respond to email, there is no contact number to call either. I've been a loyal customer for years but will never darken their door again. Do not buy anything from this unprofessional outlet they are a disgrace.

$700+ out of pocket – The product picture was incorrect. I noticed this following placing my order. I attempted to cancel the order, but was told it was too late and the order was already being packed and shipped and I would have to send it back for a refund. Hard to believe given the time frame. In any case, I returned the product as requested. I waited patiently for… Read more

confirmation of a refund and when finally queried, Bikebug can't find the return and won't refund me. I was told that I would be "asking Bikebug to write-off the cost". Never-mind that the advert picture was incorrect, nor that I foolishly went to purchase the correct item in a local Bikebug store and had the shop fit the item, and now being told I am the one that has to write off $700. Despite a number of requests to query the return of the product, it is apparently too hard for them to check the warehouse to see if they can locate my order, and I am without options because I can't locate the tracking number... 4 months later.

Absolutely disgusting customer service. Won't be using them again online or at the store. VERY DISAPPOINTED @Bikebug.

Ordered but never received – Ordered a bunch of items on 08-Aug-2022. It says dispatched and I received a tracking link but it doesn't work. It has been more than a week now. Order # BBO492068. I also followed up on webstore @bikebug.com on 11-Aug buy no response. Really terrible team and experience. Should have bought from Amazon. It comes in 2-3 days. Least you can do is communicate.

Incorrect stock levels. Ship partial orders with one item on endless ETA without checking – I ordered some pedal pins, To get free shipping also ordered some other stuff. They ship the other stuff, Not the pins (without checking) then tell me the pins are on endless backorder. I now have to RTS the parcel and chargeback. Avoid. These guys make pushys look like saints. Third crap experience with them.

Poor after sales service and communication – I understand that they've recently moved up to QLD but their customer service has been nothing but poor. Purchased a product with issues and contacted the warranty department in March 2022 and up till now (June 2022) I have only heard from them 3 times. Their last reply was almost a month ago and all 3 replys have been requesting for more and… Read more

more photos with no update on the claim. All I'm left with is a faulty product. There's no way to contact them apart from using email which they don't even bother replying anyway. I've used them heaps in the past when they were in Sydney and have a physical store to answer calls and deal with warranty and all in person but now since they have moved things have gone down the drain.

This store used to be my go to – Bikebug used to be my go to store until now. They never used to skip a beat with orders, having them posted same day when ordered in the morning. The 2 orders I have made this year were average at best taking around 4 days to process the order and dispatch. My most recent order was also split into 3 parts and I was not given an update as to what… Read more

was going on until notified by Australia post. Then it was just luck of the draw which part was coming with one of the parts even taking a month to be shipped (again nothing from Bikebug to explain this). I appreciate things are hard at the moment, but there’s nothing wrong with contacting your customer to let them know what is going on. Apparently this is too hard… My worst recent experience was regarding a warranty return. If you order with this company you better hope you don’t have any issues. I submitted a request for warranty return 3 months ago. Again I appreciate that sometimes things can be complicated, however the lack of response from their end is unreasonable and comes across as lazy. The claim is still being “reviewed”. There is no way to communicate other than through email. I’ve also heard that they have closed some of their stores… Don’t risk buying from this company. Even if you do get your items eventually it looks like they won’t be around for very long to offer any sort of warranty at this rate.

Items not in stock and they don't even send what they do have – Absolute garbage service. Since the buy out by pushys they obviously don't know what they have in stock and can't fulfill orders. Customer service is non existent. Went to trail industries australia instead and they express posted cheaper and had it next day.

Very slow deliveries – Since Pushy as bought BB, the customer service as been affected severely, no phone numbers on the website, can only contact by email or site message, having the cheapest prices does not make excuses for poor customer service, never had that problem when it was under the previous owners. It took over 10 days to receive an $110 order two tyres in central Sydney Metropolitan area. As the name says, they Push you to by but they don't deliver.

Not as good as they used to be – "Every Bikebug Order is sent fast as we strive to ship your order the same day if you place it prior to 2 pm" says the website. Not striving very hard. I ordered at 0830 on a Sunday, Australia Post didn't get it until 2330 on Wednesday. That's what getting bought by venture capital does.

Useless customer service – Bought an item that was missing a part and contacted warranty for a replacement. That was 1 month ago and they stopped replying after 2 weeks. Have sent multiple messages afterwards but no reply. I guess the only option for me now is to contact the bank and request a chargeback since Bikebug no longer wishes to communicate with me.

Very poor systems at their end – I placed 2 orders (29 March 2022 and 31 March 2022). The first order never arrived as by their own admission their system didn't bring over my street from Paypal into the address label at their end - so parcel returned to them as "undeliverable" Couple of issues here - firstly, their system is clearly not working, and secondly, no obvious… Read more

quality control at their end as they didn't happen to check that there was in fact a street address. Then, rather than simply put the correct address on the parcel and resend they return the items to their stock and refund the payment. The second order as at 5 May has still not arrived - although I did get a notification that 1/2 the order was on its way - but again, the email they sent didn't have a street listed so presumably it is lost somewhere in the Australia Post system. As for the other 1/2 of that order - still not notification as to where that is. This company apparently had a good reputation - unfortunately not obvious to me.

Terrible experience and appalling warranty return – Bought a bicycle pump and it was faulty- the return/refund policy is so complicated and convoluted- they would nor refund unless I sent a photo of the fault- the pump just did not work, I do not know what the specific fault was so how could a photo help- and what would the photo be actually of'- they went out of their way to provide appalling customer service-

Exposure Diablo 12 light – Purchased the light about 8 months ago and was great until it stopped turning on, I’ve contacted them and they requested I send them a video and photos off the light, I’ve done that around 5 April 22 and now I’m waiting for their response but nothing has happened, emailed the a number of times and it seems to me they’re ignoring me, they won’t… Read more

reply to me, I feel that I’m not an important customer even though I spent around $300 for the exposure light and thousands of dollars on other apparel and equipment, I am so disappointed with their poor service that leaves me with no other choice but to contact exposure lights in the UK direct. I wouldn’t recommend Bikebug to anyone

Terrible warranty service, poor customer service – Purchased a saddle from Bikebug websit, snapped in a couple of months of ordinary use. Contacted customer service, the response was very slow and after returning the saddle took several weeks to send a replacement one which unfortunately was incorrect saddle. Customer service stopped responding to my emails Very poooooooooor service and would never use them again I guess you get what you pay for !!

Missing item and terrible customer service – Ordered 3 items, only 2 arrived. Followed up several times seeking an update to their 'investigation' but am still yet to hear back. I'm holding out for a positive response so they can prove me wrong, else it's money down the drain.

Terrible customer service – Got a warranty request, emailed them via their online form, a week no response. Found I need to raise a support ticket, did that and got a response to provide them even more pictures. I did that immediately within an hour. That was 15 days ago and still no response. All I could do was to ask follow up through the ticket. I emailed also but that… Read more

ended up creating another support ticket that no one has looked at yet... No phone number I could find with a human on the other end, I'm guessing they all ceased to operate thanks to Pushys' acquisition?

They used to be good – Placed an order on Monday 11th - 3 items, all listed as “in stock - ships immediately”, but nothing dispatched prior to Easter break - 4 business days - despite what they promise on their web site. The order status is still showing ‘pick’. The only good thing is their prices, which only works if they shop your order. Unfortunately, there has been a complete lack of communication.