Cell Bikes Stores

Lifetime warranty. I think not – Procured my Cell Bike in 2012. It was my first Road Bike and offered quality components / Lifetime warranty on the frame. This eased my concerns about buying a “non-mainstream” frame. Bike was used as a commuter before the frame cracked in 2015 at the chain stay and bottom bracket junction. Rest assured the warranty replaced the frame. Did… Read more

however cost me $200 to have all the components moved.

In 2020 the new frame cracked around the seat post. Warranty claim submitted to Cell Bikes only to be informed that the Plex Pty Ltd was no longer in business and that bicyclesonline had only bought the trademark for cell bikes. As a result they would not honour the warranty.

I note that cellbikes.com.au is still operational and offering lifetime warranties on frames.

Bicyclesonline obviously procured the trademark because they believe in the brand!

As a rider without a bike I will be staying clear of Bicyclesonline & cell bikes. Frame quality is poor and lifetime warranty is not a guarantee.

Best stick with companies you know will be around in 5 years time.

I can tell you why you had to close – A few basic rules in retail a) Staff do not stand behind counters unless engaged in a transaction b) When people enter the store you greet them 3) Don't show indifference or smugness towards people you think are Hubbards 4) When people ask about a product walk them to it and establish their needs 5) Present yourself well, have a shave, make sure… Read more

your hair is neat, cover your ugly tatts 6) Be positive, don't look bored. Can't believe that in 2019, people still don't get it

Avoid this place – Bought a light, DOA. Returned, they refused to refund shipping and return postage. Ended up having to dispute paypal payment to get shipping refunded. Still out the money I paid to return the item, fair trading NSW were useless in this regard. My advice - if you need to send something back, do a chargeback/paypal dispute, and don't send it back unless they pay return postage first.

Great customer service - positive experience – Bought a bike carrier in the morning, they had the carrier ready to ship by the afternoon when I asked if it's possible to pick it up. They didn't have a problem with me changing my mind and were happy to accommodate my request. Very polite and a postivie experience.

Ultimo 2 – The biggest problem is the poor quality wheel building. But you can't fault the warranty service. I picked up an Ultimo 2 in December 2014, ice fast delivery and I was fairly happy for the price. Things were great for a while, but 700km in two spokes on the rear wheel failed at the J bend, which I had replaced. Unfortunately a few hubdred km… Read more

later another spoke failed at the J bend. Cell took the wheel back (they arrange a courier to collect it) and rebuilt it, but alas spokes started failing on the rebuilt wheel a few hundred km later (at the threaded end this time).

Again Cell had me send the wheel back to them and sent me a new wheel to replace it.

Alas, some 1200km later the spokes of that wheel have now started failing at the J bend. As the bike is out of the warranty period I don't expect they have any liability and have just purchased new wheels to replace them. From my interactions with Cell I cannot fault their warranty service.

The Ultimo's biggest weakness appears to be the rear wheel. it is promoted as a cyclocross bike and I ride it mostly on paths with the odd bit of dirt, so it should be up to it. I have numerous bikes and have not had a spoke fail in a long time sans my own error or sticks, etc.

Great service – I'd like to thank cell bikes on their quick and prompt customer service. We initially had our parcel delivered by a courier to an incorrect address and thought lost / stolen on Friday 16/12/2016. Cell bikes quickly responded to my emails / phone calls and offered solutions and even offered a refund once the courier confirmed the parcel was… Read more

lost.However the resident from where our parcel was incorrectly delivered was nice enough to drive 15mins out of their way to deliver our sons Xmas present for us. Very happy about the result and about Cell Bikes prompt customer service.

Where is my money! Silent Treatment – These guys owe me money for a refund that I returned and they will not get in contact with me, tried emailing A LOT, online form, facebook, phone etc and nothing! Either they have gone bust or the worst customer service ever! DO NOT BUY FROM THEM!

Good luck in reaching them – Rang them several times but unable to reach them. No ringtone even. Surprisingly if you call them after business hours you will get a message mentioning about the business hours. Horrible !!! Never deal with them

Investigation Required – I made an online purchase on 30 March 2018. I received a receipt of purchase immediately but haven't received anything since. I have attempted to call and email them several times. Their phone always gives the 'engaged' signal and my emails have gone unanswered. This would suggest that they have incredibly poor customer service, however I… Read more

started to wonder if the store even exists. I therefore checked my credit card and paypal accounts and can't find a record of any transaction with Cell Bikes. Is it possible they have closed down but failed to disable their online store web page, meaning that it is still possible to 'select' and 'purchase' stuff on-line but the order won't actually be processed?

Whatever the situation it is extremely dodgy and the store should be investigated and made to be accountable.

Customer service is non existent – Been trying to ring for a week. Never answer. Sent an email; no reply. Will not support anymore as they don't seem to give a toss about customer service.

Good luck getting a product exchanged, terrible customer service – My wife accidentally order womens shorts as website was poor. Product received and packaging appear to have already been opened. Sent back for exchange and they wouldn't as said packing damaged and tags remove, however that was how they were supplied. They said they would send them back to us but they never did. Numerous emails to resolve and nothing.

Purchased a Bike Rack – My husband bought a Bike Rack for the car and paid for it, and then had to return it because it wasn't suitable for his car. It has now been six months since he returned it, and they said they have received it and that they would give him the money back, and after several phone calls and emails he still hasn't received the money. I really don't… Read more

know how Cell Bikes stay in business. If I was to come into the Cell Bikes shop and take something without paying that would be stealing, which is something I would never do to any one, so Cell Bikes have really stolen from my husband because they haven't given his money back. You should be ashamed of yourselves, and you should do the right thing by your customers. We live in Melbourne and Cell Bikes are in a suburb of Sydney so it is very difficult as we can't just go up to Sydney.

I think we have no other choice but to take this matter to the Office of Fair Trading.

Worst customer service – Purchased a tube valued at $22.50 which there website stated was in stock. Received an email saying that it was out of stock and i was being sent a different tube instead. This tube was valued at less than half the price. After numerous attempts to sort this out i have given up.

Deceptive listing on website. Don't trust their misleading delivery times – Christmas present ordered on website. Stated delivery in 1-2 business days. Heard nothing for 4-5 days. Rang their phone number and was told item not in stock but would still arrive before Christmas. I then received an email 2 business days before Christmas stating the item is not in stock and my order cancelled. I've been left with no present and no time to find an alternative. No apology or compensation. Extremely poor business practices.

Dreadful - this is a zero star rating – Order a Christmas present two week before Christmas - received confirmation email order had been received and according to their website, shipping to metro areas occurs next business day. Have emailed - no response - the phone continually rings out. Would never recommend and will never use again. I could have ordered the same item from several… Read more

stores (even an American store felt confident they could get the item here in time but I didn't want to take that gamble - wish I did).

Poor Customer Service. Will not deal with them ever again – I purchased a Lezyne Super GPS Y10 Bike computer from Cell Bikes. After 6 months the device failed catastrophically. I returned it to Cell and after 2 weeks had heard nothing so requested, as is my right, a full refund. I heard nothing in the following 3 weeks. Got back in touch after 4 weeks and explained that I required a full refund. They have… Read more

refused to give me a full refund so I have raised a complaint with Fair Trading NSW. So far they are still refusing a refund.

Extremely bad service. Worst possible experience. Would rate 0 – I had ordered stem rings and tools 4th of November and still have not received them. Store didn't pick up my order for two weeks, only after I started to chase them. Have sent several emails, either no answer or misleading information.. Still waiting for an order or refund, it is now 36 days. Very bad experience, not recommended at all. Avoid at all cost, waste of time and money.

Worst experience ever – I had ordered a pair of pearl zumi bib nicks and a pair of gloves back in early November still have not received them. Have contacted them numerous times. Still waiting for the promised refund after their inability to deliver. Will be warning everyone in our cycling groups not to bother using them. Hopeless customer service and response times.… Read more

Avoid at all costs

Have blackballed them. Would rather have all my teeth pulled without anaesthetic

Very poor service – Very poor customer service, warranty means nothing. Phone service very poor. Very hard to get responses. So don't buy if you want after sales service support, very disappointed.

Good bike, crap service – I opted for the free next day delivery, it took 3 days and arrived with a puncture in the front wheel, when I called about the issue they said they would send a tube out after much arguing. The tube never arrived surprise surprise.

No phone or email response from Cell Bikes – I have been emailing and ringing Cell Bikes online for 2 weeks to return an item...no email response and phone rings out. Does not sound good :-(

Cell Bikes maybe going in receivership – We are trying to return faulty wheels purchased two weeks ago. We have emailed and rang them numerous times every day since receiving the wheels then every 30 mins all day yesterday but they never answer the phone. I asked someone who had something to do with cell bikes are they going into receivership and they said yes something like that. Don't… Read more

waste your money, they should have stopped purchases straight away if this is the case instead we are all being duped.

Trying to contact the store and customer service for the past hour during opening times - phone cons – I placed in order and received a confirmation of the order. However, when I checked my account and viewed the order history it did not appear there. I have been trying, unsuccessfully, to speak to someone from customer service. I have rung their Stanmore store around 11:30am, no response, called the customer service number 9146 5385, no… Read more

response.

It's very frustrating when you are trying to get a hold of someone and no-one picks up the phone. I feel the time that I have called is reasonable. This is terrible customer service.

Delivery charge of $69 when they say free delivery over $99 – Very disappointed. Tried to buy a JetBlack M5 trainer which was on sale for $169. However when I tried to get it delivered a $69 charge was added. We may not live in Sydney but we do live in large city in QLD. I rang to find out why I was getting the charge and was told I wasn't in the right area for free delivery. Well they advertise free delivery over $99 and clearly this is not true. I will now shop elsewhere.

Won't buy there again – I ordered from cell bikes because they claimed that if their website listed the items as being in stock, then delivery to Sydney metro was generally expected to be within 1-2 business days. When my items had not been listed as packed on the second business day after my order was placed, I rang cell customer service and spoke with [name removed].… Read more

He was helpful and I have no gripes with his assistance. He informed me that two of my items were in fact not at their warehouse and would not arrive for packaging until the next week, despite the fact that these items were listed as being "in stock" on their website. Cell really ought to ensure that their website is more up to date, since this caused a significant delay in my order and I was not informed that their would be any delay until I rang them.

Moreover, the item was packed and picked up by the Couriers Please courier on the Monday afternoon, and listed as "loaded for delivery" on the Tuesday morning andI was hopeful that I'd receive my order on that same day (since it is only a ~40-60 min drive to my residence from Cell's warehouse in Sydney). Unfortunately, I did not receive my order until the Friday morning, on the 6th business day after placing my ordering (excluding the public holiday and weekend). I did ring Couriers Please customer service to enquire about my order's whereabouts, and the customer service rep told me she'd call back after messaging the driver. No such call back was received.

So, unless Cell improve their website and make more of an effort to inform customers on their orders, and unless they change their courier service (seriously look at some of the reviews for Couriers Please online), I will not be ordering from them again.

Check everything! – Bought an Ultimo 2 bike in store (Stanmore) so already assembled. Came with a 'safety' check list with items ticked as checked. About 2 weeks later chain came off front derailleur while changing gears and then unable to go to 'low' gear. Took it back to the store and was told derailleur was loose. They assembled and checked it, not me. Fixed free… Read more

of charge however they used my free service docket so that means nothing.

Had to buy new grips as originals just kept turning. Also replaced seat as original not suited to that bike in my opinion (a road bike seat on a city bike).

I spent over $800 on the bike and was never asked for an email address or contact details - others in the store at the time were. As I am mid-fifties I wonder if I fit there 'profile'? Apart from the possible discrimination aspects what that means is there is no evidence of how much I have spent and that equates to a 'new customer' every time I buy so no chance of 'cell mates' discounts. Voted with my feet and now use a different store just up the road.

Over Promise, NO DELIVER – I'm not a person that writes negative reviews, however I was appalled at the lack of service, follow-up and resolution options this company provided. Ordered a Garmin VivoFit 2 via the online store, website states delivery within 2 days. After 2 days, received an email stating that the Black color was unavailable and offered an alternative...… Read more

This was ok with me, was appreciative that they had communicated albeit 2 days post order!

However, 4 days post this communication still I received nothing, no goods, no communication. When I initiated contact, I was told that Garmin had not sent the goods, could only be told that Cell Cycles would receive it sometime next week.... So I waited, and waited, and waited.... Three weeks post order and still nothing. No goods, no communication. Order now cancelled!

These guys are a JOKE.... There are much better online retailers... Do not use this company!

Online order – I purchased online through this retailer. The items were delivered quickly and were the best priced in Australia. I would definitely purchase again through this store.

Good quality / Good Service – Cell bikes offer good value for money in cycling, I have purchased probably 4-5 bikes off of them over the years for members of my family and also helped 2 friends in selecting bikes from cell. Most of there entry level bikes are just that - entry level and people complaining that they didn't get a Ferrari for the Datsun prices they paid are the… Read more

same people who complain that there $800 fortnight holiday package didn't reflect the images they sore of the ritz in a different magazine....

Brought Brunswick 1 & lights, pedals, helmet, etc – So I brought a Brunswick 1 - arranged for shop collection, they were brilliant fitted my pedals, shoes, and helped fitting helmet. Bike has been fantastic overall a great experience recommended.

Product quality – I bought my Cell Team road bike in 2007 and the only major part to replace was a left crank. Bike still going strong and now ride it to work every day. Want to upgrade but this bike meets my needs. Was only $1200 when I purchased it and local stores could not match it under $2k. Also have bought other clothing and accessories with no problem of delivery or product satisfaction.

Pricing is good, customer service however – I placed my order with Cell Bikes because they offered the tyres I wanted at the best price, plus a couple of other things that were on special. All items were in stock, as indicated on the website. After three days of not getting a notification that my order was on the way I emailed to ask if there was a problem. I got a quick reply to say they… Read more

were waiting on stock to come in and it was expected that afternoon, and they would email me when the items were posted out.

Two days later still nothing and I emailed again, this time I got no reply at all.

The website had been misleading when stating the items were in stock, I would not have bothered with the item in question had I known it wasn't available and would delay the delivery.

The order arrived unexpectedly today, no email had been sent to alert that they had been posted like they had indicated they would, no tracking and therefore I was not home to receive the delivery either.

I value good customer service more than anything and will not make any more purchases from Cell Bikes again, I don't care how much cheaper they are than their competitors.

Gave wrong size, now giving me the run around – Before buying a bicycle from Cell Bikes on eBay I made sure to ask for the size of the bike frame. They told me that the bike would fit sizes 5'3" to 5'10" so I went ahead and bought it. When it arrived the bike frame clearly said small 5'3" to 5'6" making it unsafe for me at 5'9" to ride since I would have to jack up the saddle past the safety… Read more

line.

I asked them to come and pick up the bike as outlined in Australian Consumer Law. Twice now someone called [name removed] has told me that the courier would be around to pick it up on a given day and they haven't shown up. The first time I even cancelled a doctor's appointment to be home for the courier. All I can say is that so far it's been a complete nightmare and I wish I'd never bought from Cell Bikes.

Good service and great bike – Had my Cell Awaba for 12 months now and not one complaint. The bike has not missed a beat and the service and communication from the company was very good. Recommended.

Can durability suffer at the expense of technology? – After approx. 10 years with my old bike I decided to buy the Yarra V 1.0 and rode it for the first time last Saturday and as I was going up a hill at low speed I lost traction and fell to the side with the bike on top of me. The bike seemed fine. I continued to ride for a further 5k until at one point when changing gears something broke. I later… Read more

found out that I had bent the derailleur hanger (whatever that is). This particular piece on the bike is designed to bend or break if the bike is compromised, in order to protect the other components from being damaged. Continuing to ride resulted in further damage to the derailleur which cause the breakage in the gears. As I had fallen this was not covered by warranty (disappointed but not surprised) What I was disappointed with is that the bike got damaged (in my view) too easily (i.e.too fragile) although appearing to be fine. I have now lost confidence in the bike and its durability and regret buying it.