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Reid Cycles (page 4 of 15)
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Bike ok. Missing and defective parts. Poor customer service.
Bought the Vintage Ladies Classic Plus 7-speed from the Perth (Balcatta) Store and it is a nice looking bike and overall quality is good for the price. However, on getting it home, I noticed the crank nut covers were missing and the foamy material in the right-handlebar grip had perished and you could feel the handlebar through the grip - something I hadn't noticed in the store since I was mainly focused on testing the brakes and gears and safety-related aspects.
No problem, or so I thought. I contacted the store the next day and explained ...
Read morethe problem and was told to bring the bike in the following week and the mechanic would replace the parts and fix any other problems. No need to book it in, since it was a relatively simple task. So far so good. Until I actually brought the bike in the following week and the staff told me I should have booked the bike in if it was due for any mechanical work. So I had to explain the predicament all over again before being told curtly to, 'Take it over there then' - there being the service desk. Once I got there, and waited a while, I was told there was nothing wrong with the grip, it was the result of the padding getting squashed when it was transported, flat packed, to the store. It should puff back out after about a week, I was told. As for the crank nut covers, well I might as well have asked for a kidney for the look I got! 'How many do you want?', he asked me (??) 'Just the two,' I replied, 'that's all.' Begrudgingly, he went off and found me 2 replacement crank nut covers - he even popped them in for me (!). What I object to is not the bike, as overall it's actually pretty good for the price. It's not even having the missing / defective bits - you're going to get some issues if you pay less, and well, buyer beware, I get that. What bothers me is being told on one day there's no problem, just bring the bike in, and then to be told the opposite once I've made the 1-hour round trip to the store. If you really want to say no, just say so! Don't make me come all the way there and then change your mind. AND whatever you do, don't talk to me like I'm asking for something you didn't already agree to in the first place! (Incidentally, the handlebar grip has not 'puffed out' as described, It is still as it was, and it has been nearly a month.) Needless to say, my servicing dollars will be spent elsewhere ...1 comment
Rob RShepparton
- Reid Cycles Online Store
- Verified customer
Poor Customer Service
I purchased a Reid Urban X2 (Size XL frame) bike online.
When it arrived I took it to a local bike shop to have it assembled.
The bike was supposed to come with a kickstand. The bike store owner told me that there was no kickstand in the box. I contacted Reid Cycles & was told that the bike should have come with a kickstand & that they would organise a replacement for me. I have emailed Reid Cycles twice since then to check on progress & have had no response from them for 3 weeks now. I am very happy with the bike. I am not very happy with Reid Cycles Customer Service.
Regards,
Rob
2 comments
David F.Reid Cycles
Hi Rob,
Very sorry to hear of the delay in getting this issue resolved for you. There were two batches of this bike manufactured, one with kickstands and one without. We do our best to ensure that th...
Read moreose earlier ones are supplied with kickstands, currently we're out of stock of this part so it makes sourcing them slightly more difficult.Thank you for that.
Regards
Rob R
- Reid Cycles Online Store
- Verified customer
Great Product with Top Quality Customer Service
I bought the Urban X2 Model 3 weeks ago and has been using it since to go to campus. Got a student offer along with Free locks, pump, and lights. The freebies weren't not supposed to be free as I already had the student offer. However, as I didn't know this terms applied, Matt the customer service still got them sent to me for free anyway. Really satisfied with the quality and service from Reid Cycles.
Find out how Reid Cycles compares to other Bike Shops
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DazAdelaide
- SA, Adelaide
- Verified customer
Adelaide store and my Granite purchase
Big thanks to the Adelaide Reid team. I've visited the store 4 times over the last month, as well as several other dealers. All staff I dealt with were very helpful. This lead to 5 test rides over two days (thanks to the female staff member for her patience!!), and then the decision to buy the Granite. The bike I was going to take had a very minor issue that I could have lived with while the bike was being broken in, but the team built one for me out of the box within 24 hours, and on a busy long weekend. Picked it up today and gave it a reasonable run. So far so good. Thanks team.
Steve OMelbourne
- VIC, North Melbourne
- Verified customer
Reid Xenon Mountain Bike
Bought this bike recently and had a great experience. The guys in the store were really helpful and knew what the were talking about. They didn't try to sell me anything - just steered me in the right direction based on what I needed the bike for.
Great work.
PS the bike is awesome!
CraigPerth
- 2 reviews
- 7 likes
- WA, Perth
- Verified customer
Poor after sales service
Bought a Falco road bike online that was delivered in reasonable time, noting that it was just before Christmas. Took the bike to the Perth store where I was told it would cost $35 to set up the bike. I queried this as it states online that all Reid bikes would be assembled free of charge at Reid Cycle stores. The guy told me that I would have to pay the fee, as I had assembled it myself. All I had really done was fit the seat pole and front wheel and straightened the handle bars. Came back to collect the bike three days later and another shop ...
Read moreassistant was also equally rude. I intended on purchasing $300-$400 worth of cycle accessories including shoes and helmet but after dealing with two rude staff members, I decided to take my business elsewhere. Never to return.1 comment
David F.Reid Cycles
Hi Craig. Sorry for any confusion but our website promises free assembly of bikes purchased/collected in store. Bikes purchased online and delivered to your door come free of charge to you (we bear th...
Read moree cost of this shipping) - but we have never included assembly in addition to this. We work on very tight margins to offer the prices that we do so cannot include free shipping and then pay a mechanic to build the bike for you. Thanks, David- SA, Adelaide
- Verified customer
Great Product for the Price Good after market service
Bought a Osprey Elite 2016 Model Road Bike online off Reid. Rang the store about two days later to see how long my click and collect would take to be told that it probably would take another 6 days to my disappointment. The girl there though popped me on hold and went for a look around and found one already assembled in the store and said I could have that one instead if I wanted something ASAP. I appreciate her going out of my way to remedy the longer wait time. Went into the store to pick up the bike, both girls working were personable and he...
Read morelpful. Got the bike home and unfortunately the gears hadn't been properly tuned so the bike wouldn't get into the high gears at all and it would continually slips gears (most likely to being an on the floor bike). Rang the store today and spoke to a nice bloke called Tom who told me to bring it in and they would fix it up right away. I work in retail as a store manager and I know that things don't always go as planned and staff have limited control over material products regardless of their quality. What does matter is how staff handle issues as they arise. In both points Reid Adelaide has gone out of their way to offer me a solution. Much appreciated. As a seasoned rider, the quality of the parts are insanely good for the price. Will be back and will recommend to friends.CelinePerth, WA
- 5 reviews
- 6 likes
- Reid Cycles Online Store
- Verified customer
Good quality bike
I bought a Lady Vintage Bike (Light, 7 speed with a basket at the front) about 5 months ago. The delivery was quick and we assembled it quickly.
We greased the bearings and the chain a few weeks ago, pumped some air in the tyres at the servo and the bike is running perfectly. It was good to get the lights, pump, lock and helmet for free.
Bill20Brisbane
- 2 reviews
- 1 like
- Reid Cycles Physical Store
- Verified customer
Urban X2 - You get what you paid for...
I bought my Urban X2 about 8 months ago. I use it for weekend rides and the first couple of months it was running well. It is not a quick bike but takes you from A to B. However after couple of months the gears became stiff and the chain started to come off. I got it serviced and got better but noticed this won't last long. Last week the sit holding clamp got broken and got it replaced at not cost under warranty. I would've wished I had spent few more dollars I got a better quality bike.
1 comment
David F.Reid Cycles
Hi Bill20. Sorry you've experienced issues but all bikes require servicing after about the first 3 months when new - this is because the parts bed in. This is the same situation no matter what bike yo...
Read moreu buy - Giant, Specialized, Trek or Reid. From now though you will probably only need a service every 6-12 months (depending on use and what care you take yourself like cleaning/oiling the chain etc). Our records show the bike is around 8 months old and was due a service anyway. This bike is one of our most popular hybrid/commuter models and we rarely see any complaints - the drivetrain and gearing is all Shimano Altus which is a very well regarded set for bikes even well above this price point so you should see many years of trusty service.Find out how Reid Cycles compares to other Bike Shops
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- Reid Cycles Physical Store
- Verified customer
Great Customer Service. Value For Money.
I assembled my bike wrong & driving that way caused some damage to the wheel. I took my bike to the store & the cost was $40 to get it replaced as it was out of warranty. I had hardly taken the bike out. I emailed Reid Cycles & had a response the next day that all repairs were done at no cost. The bike is great value for money but most importantly the service is impressive. Thank you again. Great work Reid.
- Reid Cycles Physical Store
- Verified customer
They won't help you if you don't cough up more $$$ for a NEW bike
Got my bike delivered, the damn thing didn't come with a step by step instruction manual to assemble it. Instead it came with an airy fairy maintenance guide so I spent hours trying to assemble the thing with no clear instructions. It also came with a loose chain which the airy fairy maintenance guide didn't address so I had to take to the store. However when I bought it in they wouldn't fix it without me coughing an additional $50 for a NEW bike which they can't do under consumer guarantees. I asked them to teach me to fix it and they also ref...
Read moreused. Had to complain to fair trading. Yep, all for a loose chain. Poor service didn't help either. The salesperson kept running off to serve other people, could not hold a proper conversation with him to address the issue, not that he cared.2 comments
David F.Reid Cycles
Hi Nothappy. This all sounds very odd. Can you please contact Joe at joseph@reidcycles.com.au (03) 9329 1222 so we can sort through all the issues? The situation you describe is not typical and I can'...
Read moret imagine any circumstances where we would ask you to buy a new bike in order to fix a chain. Please contact Joseph and we'll look into it.You've misread it, it was a new bike, there was no adequate instructions in the manual to fix it and when I bought it in store you refuse to fix it or teach me to fix it without me coughing up $50 for a bike I've never ridden.
www.amin.vnAU
- 2 reviews
How can the shop staff not know about Special Deals?
Hi,
I bought my Vintage Ladies 7 speed Lite on Sep 24, 2015 from Adelaide shop. As the email from Reid, I was noticed that I would receive Free Deluxe Basket and Liner when buying 7 speed Lite.
But the staff did not know about that and asked me to show where I knew that info. Then I showed the email and they gave me free basket and liner, but when I came back home, I found that the one I got was not Deluxe basket, just the Standard one. I like "big structure" of the style of Deluxe basket (the same Big of 2 rings around the basket) but wh...
Read moreere I live which is 30 mins driving away from the shop, it is inconvenient for me to go back the shop to change. It made me sad as I don't know how the staff cannot know the right info then cause inconvenience for the customer like that. So sad!!! Amin3 comments
David F.Reid Cycles
Hi Amin
Really sorry that the staff were not aware of of the free Deluxe basket offer, we will be in contact with them to make sure that they are up to date with the latest offers....
Read more If you like we would be happy to send you out the correct basket and basket liner to your home address. To do this please contact the customer service team on admin@reidcycles.com.au and direct the email to "customer support member Joseph". Looking forward to hearing form you Regards Reid Customer SupportHi,
Thanks for quick response! I sent email to Joe and he replied that he would fix it for me soon. ...
Read more By the way, I really like the Vintage Bike Lite for Lady, do you have any special offers for me if I buy 2 bikes from you in one week? I'm looking at your Locks, Lights. Thanks & Best Regards, AminThanks so much for your hard work to fix things for customer, Reid team - and especially Joseph in personal!!!
I received the Premium Basket Kit which deliveried directly to our door, just 2 days after. ...
Read more I bought the second bike from Reid and totally felt good with their services! Wish Reid's business will grow up day by day and keep extra value as you have today! Thanks, AminPareshGreater Melbourne (Metropolitan), VIC
- 4 reviews
- 1 like
- VIC, North Melbourne
- Verified customer
Pleased with the prices and customer service!
These guys can be anyday trusted upon quality. I recently purchased a helmet from the new store at Collingwood and its awesome. The representative was really helpful in making the right choice for me.
Old ChookHowlong
- 2 reviews
- 1 like
- Reid Cycles Physical Store
- Verified customer
Outstanding customer service & range of bikes & accessories!
It's a very pleasant surprise to find outstanding customer service these days and Reid staff are very friendly, professional and really know their products. Good value for money was just an added bonus.
NafiSydney
- Reid Cycles Online Store
- Verified customer
Reid went above and beyond
I had a skeptical review on here earlier due to some order kerfuffles. However, on Tuesday, I got a call from a Reid representative telling me that they had received a bike that I wanted and that they would be able to build it and have me pick it up on that day. They were under no obligation to contact me, or make any arrangements for me and so I was very pleasantly surprised that they had kept me in mind.
This purchase was my second Reid bike, and I came back because I had a good customer experience with the first bike. This time, they made...
Read more the whole process very easy and displayed a superb level of customer service that I think is rare to see these days. The bike itself (Falco Elite), rides like a dream. It was great as is, but I replaced the saddle with one that fit me better and put some clipless pedals in, and after that I don't think I would change a thing. Not much more to say, good product and good service. I would definitely recommend them to my friends and family.Find out how Reid Cycles compares to other Bike Shops
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Larry DSydney
Great team, great selection of bikes!
Many thanks to the team at Reid. They were super helpful in helping me pick out the right bike for what I needed - and of course they are the best value in town! have a great day guys!
jdcessnock
- 5 reviews
superb service and great bike
after retiring from road racing after over 30 yrs (and gaining a few kilos) I thought it was time to buy a bike. just a bike, no clipless pedals or exotic materials but instead a bike I could just hop on for rides with the partner and children to the park etc. the net lead me to reid and what a happy occurrence that was!
I ordered a vintage roadster and within just a few days it was delivered. it actually got delivered the same day that I got an email from reid telling me it was on its way.
easy to assemble and ready to ride in no...
Read more time (admittedly I have some experience of working on bikes but I still believe that this would not be past someone of only average spanner skills provided you have a 10, 13 and 15mm spanner and a set of metric allen keys) the bike is basic but appears to be of a high build quality and the paintwork is excellent. the groupset is an economy item but shifts easily and in my case required no work out of the box except some lubrication. considering the price is less than 1/15th of the amount I paid for my last race bike I simply cannot speak highly enough of this bicycle and because of this bike and the speedy service I encountered from reid my partner decided to buy a ladies 7spd royale.treehugSydney
- 2 reviews
- 12 likes
- Reid Cycles Physical Store
- Verified customer
Everything fell apart in less than 6 months!
They don't deserve even one star! The bikes are cheap crap and the service is horrible. We bought 2 bikes one for me and one for my husband. We rode them few times and since the first ride parts began falling off, the breaks were not working properly and the gears were not shifting correctly, there was always some cracking sound. After few months everything began to rust, and i mean everything even the parts that are covered in chrome and should never rust. So we rode them not more than 10 times, we kept them undercover and and after 6 months t...
Read morehey could not be used anymore. We took them to the shop as they were still under warranty, but they guys in the shop in their regular rude manner said that we'll have to pay for all the repairments and spend over 200$, because they blamed us that we have not looked after them! Really?? I believe a bike should last more than 6 months, and while one should take care of it, this is not a baby that you keep in perfect conditions. Sometimes you ride and it rains so the bike should not get rusted and the gears and pedals should not fall apart and break after few rides, if it was a good quality bike. But they know how crappy their bikes are so they blamed us and on top of it wanted to charge us a fortune to change the gears and the chains. What a scam! Don't buy from this company! Horrible qualityTam Snewcastle
- Reid Cycles
- Verified customer
Awesome service and a great bike!
Reid cycles went out of their way to provide excellent service. The bike looks amazing and rides well too. Would recommend just for the friendly staff at Reid cycles.
TrueReviewsAU
- 5 reviews
- 8 likes
Fantastic Service in store and via email
After recently purchasing a Reid Cycle through a third party seller (Never again), I contacted Reid customer service regarding the bike as incorrect accessories arrived and I had a question regarding the price.
Joseph in customer service went out of his way to assist me, ensuring the staff at the Melbourne store knew I was coming in for my bike build and ensuring they knew exactly what was needed.
When going to the store the staff were extremely helpful and friendly. They went out of their way to assist me, showing me how to attach the new bike carrier I purchased for my tow bar etc.
This has been one of the best customer service experiences I have had in a long time.
1 comment
David F.Reid Cycles
Cheers for that. Joseph is a champ.
Questions & Answers
Elmer Lasked
Ladies Classic eBike Display manual - Bought this bike for my wife, but it did not come with a manual for the display. Can one be e-mail to me? [email removed]
No answers
Dennisasked
I have a Reid Condor road bike with chainring combo 48/40. I wish to upgrade this to 52/36. I find that I am now running out of gears. Can this be achieved without too much expense?
No answers
Ben D.asked
Have just assembled my mtb pro disc 27.5, having issues with the breaks-not much happening stopping wise after riding it
1 answer
Hey, I find the brakes very sluggish too unless u grip down hard on them. Then they are very responsive.
Care to fill us in on question below if u have a kickstand?
Details
Reid Cycles Online Store2.9(56) | Reid Cycles SA, Adelaide3.1(10) | Reid Cycles NSW, Sydney3.6(70) | ||
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Category | Online Shops and Bike Shops | Physical Shops and Bike Shops | Physical Shops and Bike Shops | Physical Shops and Bike Shops |
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David F.Reid Cycles
Hi Andrew,
Thanks for sharing your experience with us. I am sorry to hear of your treatment at the Perth store, it certainly doesn't sound like we've met our aims of providing exemplary customer se...
Read morervice for everyone who visits our stores. By your account we've fallen well short of that and I apologise for any distress that may have caused.