Melbourne Bicycles

Fabulous Service – Simon was extremely helpful to me today. I asked him to please put the bell I had just purchased on my bike for me. He not only did that; he also pumped my tires up and even carried my bicycle outside. Fabulous service

Great range/ customer service – Ended up buying 3 bikes for wife and kids. Great range of bikes and friendly service. Jamie and Simon were so helpful and their knowledge was reassuring. Highly recommended and will be back to upgrade the kids bikes as they grow. Thanks Melbourne bicycles!

Buyer beware – Bought an e bike from them, very responsive sales team. The sticking point was the after sales care. Once the sale was made the relationship ended as they are not really interested in e bikes. Unresponsive, didn’t reply to emails, were too busy to fix my bike. My bike was in the shop for 2 days and they were too busy to fix it. In the end I called… Read more

a mobile bike mechanic who fixed the problem in 10mins flat.

Best to buy an e bike from a dedicated e bike retailer like Melbourne Electric Bicycles or Spokes in Abbotford

Helpful ground staff but lousy management – Bought a 29er a month ago and felt that they were more sale-sy in closing the dollar than fostering that relationship. Rang up asking if they could help me swap the brake cables (from right/front, left/rear to right/rear, left/front) and nice sales rep said sure not a problem. Brought bike down and a different person accepted bike. Upon… Read more

collection I was told by the boss it'd be 20$. was about to pull the trigger on a 399$ bike bag and this happened in the nick of time. condescending attitude. Taking my business elsewhere.

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1) i would expect such adjustments to be included with the sale of the new bike within a reasonable period of time and even if i had to pay for it,

2) i would expect to be told prior, not post.

3) after paying for this service, hydraulic brake was spongey in one side and did not have equal tightness of left and right lever. Was told this is normal and it will be ok in a couple of days.

Got Damaged Bike, Poor Customer Support – I received my bicycle damaged and when I told the shop that, they told me that it will get scratched anyway when it will be used as a proper mountain bike. Well, it was supposed to be a new bike, wasn't it? I decided to keep it still but was very unhappy.

Never Again – I am not saying here that the whole concept of online bicycle shops is faulty, as I had good experience with some competitors, but please stay away from this shop. For those who do not want to go in details and have already made their decision anyway here is a quick summary. They have sent me a faulty bicycle, the only way out of the situation,… Read more

according to them, was to send it back to the shop. After it has been sent back they have decided not to deal with a 'picky' customer like me and just refund my payment and keep the bike to themselves although I did not agree to this and insisted on them sending it back to me. All of this fun experience took me countless phone calls and emails, a 60 kms drive, a month without a bicycle while they were keeping my money. And to top it up, their director yelled and hang up on me, although I never allowed any rude expressions towards him.

Here are some details in the form of fun facts for you:

- They have sent the bicycle by Toll IPEC originally, and Toll has lost it. After a week of bicycle just lying around Toll's warehouse I started calling them, then I found out that they could not find it. Because there is no way, according to Toll, to assign a specific time frame of delivery (you have to be home 9 to 5) and they do not deliver on weekend, after they eventually found it (it took 5 phone calls and 5 days) I had to go to Toll's depot which was 30 kms away from my house. Of course, it's not bikes.com.au fault, just my bad luck, but bikes.com.au told me that they always choose the cheapest courier options although you pay a good buck for delivery.

- The bike arrived not in the original packaging (I bought Marin Nail Trail 9.7) and it was in Marin Bobcat box with a faulty fork (it leaked air), bent front brake rotor and damaged front rim and seatpost. That was the reason why I sent it back never to be seen again.

- When they received a faulty and damaged bike, they denied that it was faulty (they denied that fork leaked air, although I have a document from a bike repair shop to prove it).

- After they found out that I actually got a serial number of the fork before sending it back, they stopped any communication with me and did not send the bicycle back, although earlier they assured me that they replaced the fork. I had to wait for a week since the bicycle was "ready to be shipped out" and "110% ready" and after a number of phone calls and emails their 'big boss' called me and told me that they are not sending the bike back.

Overall, the experience was extremely unpleasant. They have told me that they have refunded my payment, and I immediately asked whether they will refund me the time spent on them (I was not even mentioning the bicycle repair shop charges, phone charges, truck rolls to Toll depot, etc). Unlike other bicycle shops, all they do is just get a boxed bicycle from Asia and ship it to Australian customers, don't expect that they will check or adjust it, don't expect any support in case of faults either (for example, when I asked why my fork was under inflated even for a 30 kg rider they muttered something about a faulty high pressure pump they had, but I am sure that did not even try to adjust it). They are just a middle link between suppliers and you, why not buy direct then?