Unsupportive Customer Service
I’m posting this here because Cycling Express (from whom I bought the bicycle) have removed my review from their site.
I bought this bike sight unseen online for what I thought was a great price despite the $350 odd dollars asked for delivery. The bike was everything I expected, except that I was very disappointed in the quality of the Azzurri frame (Azzurri is a Cycling Express’s own brand). It was splotchy all over, and looked like it was sun-faded as well. See pics below. I queried this at length and was told they would refund my money (mi...
i bought an azzurri forza pro ultegra 11 on boxing day. brilliant price for a well specced bike so i was happy.
- it was delayed in delivery
- when it arrived the brake cable had not bee trimmed and the gears needed a lot of adjusting so the bike was unrideable. after a few delayed emails back and forth i was able to take it into a local bike shop who quickly sorted out my problems.
- after 3-4 weeks (and less than 200km) the rear freehub stopped working on the mavic aksiums.
So, i sent them another email (you cant call the on...line store) and waited. they eventually told me to take it into a local bike shop so i did... and waited... i then emailed them again.. and waited... It's now 4 weeks since the rear wheel (obviously under warranty) broke and they've offered me a downgraded replacement rear wheel because they couldnt find another suitable wheel. Seriously?! a bike shop without wheels??? i said no (obviously). We're now in March, i've only had 1 month of riding, summer is over and i dont have a bike... hopefully i get it back before any warrantys run out! :(
Price Match Policy
Saw a deal in Bike Nashbar and wrote to Cycling Express to price match.
Price for wheelset in BikeNashbar delivered anywhere in the States was US$581.95
Price for same wheelset in Cycling Express delivered free in Australia was AUD$1149
For both cases, I have someone who can take it back to me from either the states or australia.
So i requested for a price match of US$582 equivalent in AUD delivered to my australian address.
However, when push come to shove, CE's price match was "they will match nashbar's price of wheelset delivered t...o Australia'! so they add another US$200 (delivery costs) and they were only willing to match the price inclusive of delivery from US to Australia. And we ding dong back and forth for over 2.5 weeks before landing on a nogo. Go figure .... Still gave 2 stars because they were friendly BUT policy was misleading and they stop replying after I questioned their policy.
Poor online customer service
Emailed them twice asking about their return policy on the Azzurri bikes, never got anything back, seems a bit dodgy for me. I subscribed to their emailing list and got their weekly discount items, but what's the point of good price without customer service? Overseas online stores got much better service than this.
Reasonable price for items, offer a match price to other bike stores
No response when asked about their own policy
Overcharged and Misleading Advertising
I was drawn to this website by an email advertising “Free Shipping” as part of a sale. With no caveats or small print on the ad I assumed this meant free shipping on any purchase instead of the free shipping on orders over $100 which is their standard offer. When I got to the checkout though I found the $10 shipping charge still applied, I decided to go ahead with the order anyway as with the sale price and the extra 12% off they were still the best price going at the time.
The shipping time was OK, a couple of days longer than a package order...
Learn to wait for your Purchased Items.
Please be aware if you are going to order from Cycling Express you will have to learn to wait for your items. I too like many others on this webpage are frustrated with the Cycling Express service. With my limited experience with ordering bikes online, one would suggest there would be some lead time required in bike assembling however, I have been told for the last 2 months that my bike is with the boys in the warehouse and you should expect the bike with in the week. Once again, please be aware that if you hear this, then your bike will not be sent to you within the week!
Pricing is a little better then cell bikes and Wiggle.
Keen to recieve your payment, slow on delivering your paid for items.
Where's the rubber???
Ordered some good tyres a few weeks ago and haven't seen anythig as yet??? Got a email saying they were despatched 7 days after I ordered them and still nothing....... I forwarded the website to a "new" rider for some stuff on his Xmas bike and it tool nearly 3 weeks to get 2 bottle holders. Not really good enough on despatching and responsiveness.
Have to say pricing is very competitive so there are always trade offs :)
Respnsiveness and delivery time
To assist other prospective purchasers
Purchased Azzuri Forza Di2 bike. Took a week to deliver. Purchased another $1k worth of goods in store. Didn't want to price match and guaranteed price was not dearer than Wiggle or Cell bikes which turned out to be not true, leaving me $300 out of pocket. When queried, said that they would charge for the time to purchase the $1k worth of goods thus there was no credit, although acknowledged that they were indeed $300 more expensive.
Took bike few weeks later to professional bike shop for service. Bottom bracket and pedals were on 'excessiv...ely tight' and bike itself was 'not set up properly', especially the chain and brakes. This was upsetting as they had assured that everything was 100%. I have not been able to reach them thus far with phone calls to their store ringing out and emails to them not since having any replies. Bike itself is good value but I visited the bikes.com.au store in prahran who have a similar product, as do cellbikes.com.au. Bikes.com.au Prahran store picks up phone calls and returns emails, and also fits products for free, which is also listed on their website. They were also very patient in taking queries despite not having had a sale which I believe is excellent customer service. Have since swapped frame out for a super light carbon frame and found to be much stiffer, more confident downhill and substantially more comfortable so there is room to improve on the frame.
Really bad service.
I purchased a Azzuri Forza from them a little while back. The bike took a while to come (stuff I ordered from the UK a couple of days afterwards came quicker) and I had some issues with my credit card being over charged, 3 months later they still wont refund me the money to my card, instead they will only give store credit! They are very quick to take your money but will not answer my emails or return my calls. Service is near on non existent which is a real shame as I try to support Aussie business, but I think I will now look elsewhere.
Relatively cheap bikes
Overcharged for goods and not refunded, little/no contact return of emails/calls
Don't Even Bother
Used these guys a couple of times with very slow delivery times considering they have the item in stock and I live in the same State. This time they messed up my order twice and honestly I could not be bothered going to the post office to return it for the second time. I will take a loss on this one and use the very reliable online stores in the UK.
Very slow delivery and orders incorrect
Update Your Stock Online
This is the second time I have ordered from Cycling Express and both times the item has not been in stock despite it showing to the contrary online.
The first time, after many e-mails, I was told the items were shipped to them incorrectly and then I was advised that the particular item was unavailable. This process took over a week.
The second time I was sent a copy of my order, including the out of stock items, to advise that it had shipped. I then was sent another e-mail two hours later that the stock was unavailable and a credit had been issued. Frustrating!
Please update your website as it’s one thing to have great prices but the inability to follow up or provide said items will damage your reputation.
Nil Stock, Poor Follow Up.
Poor service. Faulty products. S L O W delivery
I have ordered twice online from this company. First order took 4 weeks to arrive. Second order 3 weeks. Cheaper and faster to order from overseas.
Second order included a Lezyne pump which seized after being used twice and a pair of gloves whose stitching came undone. Personally returned to store. Was told they needed to examine the goods (why? They were clearly faulty!) and they would contact me during the week. That was a month ago. An email enquiry after 2 weeks through my account was met with silence. I am giving them another week then I am going back to the store and demanding a refund. Then I will boycot them.
Slow, poor quality, poor service
The only thing they do "Express" is take your money
Emailed and ask about stock of a Giro Atmos, to which i got a semi condescending answer...but ordered anyway. A week goes by and no shipment. Emailed and was told that the item had to be ordered in and it had arrived and was now "shipped"! Realized later that they couldn't even get my name right...which i queried. All of a sudden they cant supply what was supposedly in stock and subsequently received a refund. Would have been nice if they had just confirmed their stock like i asked in the first place. A big waste of time. Not really the customer experience they should give a 1st time shopper, because Ill never be back. Pathetic!!!
no stock of item they supposedly had in stock
Cycling Express, broken promises and loss of confidence
Bike assembled and sent fast. Missing Pedals. Promised new ones sent in mail. Checked over assmbly of bike, the gears so badly assembled/adjusted it could not be ridden. Couple hrs later all ok. Still no pedals after another 7days. phoned and got excuses, excuses.......Forced to go and buy pedals from another shop.
Not a happy customer!!!!
Easy online purchase, fast delivery
badly assembled, missing Pedals, failure to supply replacement pedals in reasonable time
Questions & Answers
I'm contemplating whether to enter my Visa card details on the check out web page......
the "padlock" is missing on my Safari browser......
As I'm not a computer guru....
Can anyone resolve my doubt if the web page is secured & safe?
Our website uses extremely safe encryption coding devices that prevent any of your information being stored with third parties. We also don’t store your credit card details when you purchase so you don’t have to worry about those being shared with anyone else.
We have several hundred orders each day from all around the world and have never had any problems with fraud or any safety issues.
Sam @ Cycling Express.
Get an answer from our members and Cycling Express representatives
|Category||Online Shops and Bike Shops|
|Offers Free Standard Shipping||No|
|Offers Repairs & Maintenance||No, Sales Only|
Other Bike Shops
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.