One of the best experiences I've had!
Believe the hype!
I bought a dropper post from them which had a confusing description, so I thought I was getting a cable and lever with it (when it was never supposed to come with one). When the cables and lever didn't arrive, I contacted them and after a short conversation and explanation, they went above and beyond. They're sending me after market cables for free (sent express - arriving tomorrow) and are changing the description to be more clear. They also offered to heavily discount the stock lever if I wanted one too! This all happened ...within the space of a few hours, on one business day. It was amazing! They have a super friendly staff, exceptional customer service, and great prices! It seemed a bit dubious when they didn't have a phone number, but they reply extremely quickly to emails and messages, and are very generous. I couldn't recommend them more.
Very disappointed given the other reviews....
Ordered some expensive MTB lights online, just thought I had made the 11am cutoff but missed it by a minute or 2 even though I paid for express delivery. That's okay I can live with it:) and now its a full week tomorrow and still my parcel has not arrived even though it's normally 1 business day from our respective postcodes. I had to cancel my adventure ride because I needed the lights. So far after 3 were sorry emails blaming Aust. post.. I had to push them to find out where my parcel was and I'm sitting here waiting for a reply. Very disappointed given the other reviews....
Excellent Online Shop
Have been buying from these dudes for a couple of years now and they are exceptional. Offering a massive selection of goods and lots of hard to find parts, live chat to help you with questions, real item descriptions with useful info on the product and a really good order and delivery system to keep you up to date during the process. Lots of bargains every couple of weeks and prices are generally pretty fair for a local shop.
Consistent and convenient, and so user friendly!!
I’ve ordered from MTBdirect about 3-4 times now. After some pretty average experiences with other Australian MTB online stores, I’ve learnt to appreciate their significantly better customer service and delivery consistency. Their live support is so much better than emails and calls which may be ignored, and their shipping either arrives in the advertised time, or earlier!!! Wonderful job guys, you can see a true dedication to customer service here. The returns system also works perfectly, I’ve had to return an item before and it was no fuss at all.
Great service, product knowledge, range and prices
These guys are my go to. They are not always the cheapest, but often are and have great prices regardless. But what you do get, is friendly customer service that you will never get from the huge online guys like CRC etc. I've had some pretty bad experiences with the bigger offshore co's.
Amazing Customer Service
Amazing Customer Service. Fast delivery. Great Prices.
Had an issue with a faulty product and got instant refund and above and beyond customer service. No hassles and exactly how I would expect to be treated in "the perfect"world. This never happens - so impressed.
Go Team MTB direct !!
- Verified customer
Very good online shopping experience
• Item was 10%+ cheaper than nearest other retail prices
• Ordering online was simple
• Communication about postage of item was good
• Item arrived quickly and well-packaged
• No cons to purchasing through Mountain Bikes Direct
I'd definitely order from them again.
These guys are on another level. Don't shop anywhere else!!
I have received nothing short of amazing service from Mountain Bikes Direct! Quick response to any inquiry, always solving any problems. Best online retailer i have ever used! Not only extremely quick service but they also go above and beyond to satisfy their customer - I won't shop anywhere else. Prices are very competitive and a fantastic range that is heavily stocked.
- Verified customer
Amazing Customer Service
Great store better than chain reaction cycles (if you can find the items you want). I ordered 100% shorts pants jerseys and gloves, over $100 of gear got free postage it arrived within 5 days including weekend. I was intrigued with the tracking number turns out I used my customer ID number and AusPost tracker said my parcel had not moved. After 3 days I got fed up and sent MTB Direct a scathing email and immediately got a very polite response saying that my order was on the way and got my actual tracking details. The person who responded to me ...was an actual person not a bot and a very nice person. The sizing on the website is accurate and their postage is very fast and gets posted very quickly. Cannot give enough praise about their customer service.
Amazing customer service.
Can't recommend these guys highly enough. Incompetent australia post delivered my parcel to an unknown address(will never understand how this can happen nowadays with post codes ) and not only they have helped me solve the situation but they are sending me another item for free. Amazing customer service. Definitely will buy all the stuff I can from them. Good to know they have the customers back.
- Verified customer
Just WOW service
My son ordered a tool from this shop on ebay and it turned out to be the wrong one. Similar enough but without a feature he wanted. Here comes the long trail of asking for a return, haggling, looking for proof, endless numbers.....Well, long story short, the level of service left me speechless. Within 5 minutes the ordered product was ready to be returned and a refund to be expected, no questions ask, just simple answers.
The level communication and swift turnaround was amazing. I deal with a lot of companies and some have never heard of customer service.
These guys could have written a handbook on "Customer Service - this is how you do it".
great store that delivers
been making purchases with this store for just over a year now, made 6 purchases so far and about to make my 7th, I have had the odd time something I wanted as sold out but they seem to get it in stock fairly quickly that is the only problem I've had so far if you'd call it a problem, picking times have been great, the express delivery has been great which I would recommend paying the little extra and getting as the standard delivery is slow but thats on the freight company not these guys, quality of the parts and apparel have been great, comunication also great, pretty well priced considering its Australia and we pay throught the nose, all in all very happy with these guys and will happily continue to use them in the future
- Verified customer
The way to go
As a new Mountain Bike Direct customer, I must say I am incredibly pleased with the service and pricing from this establishment.
To make this review brief, I recently purchased a set of MX goggles online.
After seeing the price of the set I wanted listed on the site, and the fact it was considerably cheaper than those listed elsewhere, I jumped on it.
The payment was processed quickly and item despatched within 24 hours. I received the item after 3 days, via regular post which was as estimated.
The staff are always willing to help an...d are very knowledgeable. The layout of the site is very direct and easy to manage, and the items one would typically look for are always in stock. I highly recommend Mountain Bikes Direct to anyone seeking anything MX or biking clothing or gear related.
I've just purchased a bunch of new mtb stuff from Mountain Bikes Direct and could'nt be more happy with the service. Prompt receipts via email and fast delivery of goods.
There was a couple of hiccups while purchasing which they immediately fixed and added complimentary store credit to my account as an apology.
Shopped at other online stores overseas for better prices, big mistake! Average customer service, slow shipping, higher paypal currency conversion rates and visa fees all made for a bad experience. (i should say i'm new to online shopping)
I'll definitely buy from these guys again!!
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