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Reid Cycles
Online Store, Physical Store
Janaka DissanayakeGreater Melbourne (Metropolitan), VIC
- VIC, North Melbourne
- Verified customer
Pathetic after sales service
I had a very poor experience with Reid after sales service.
I bought a bike 6 weeks ago and as they suggested wanted to get my first service done. Tried to ring the Melbourne store (14 times) and they never bothered Picking up the phone. When I emailed they mentioned it’s a walk-in service and bring the bike anytime between Mon-Thu.
Today I tried ringing the store to make sure it’s fine to bring the bike and they never picked up the call.
After driving for almost an hour when I reached the store the guy said cannot take the bike for a servic...Read more
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GusMelbourne
- VIC, North Melbourne
- Verified customer
Inferior parts and rushed construction
The bicycles are cheap and 'in style', but be prepared to add 100 dollars to the price to get the bike into good condition. The tubes on my first purchase a couple of years ago punctured almost immediately, the chain broke and the tape lining the inner wheels to 'protect' the inner tube was so poor that a bike mechanic at another store I found (after trying a couple of others who failed to fix the underlying issue) exclaimed in shock that someone would happily sell something so shoddy. He fixed it up well and I haven't had an issue with it sinc...Read more
e. Now, on my second purchase having decided that the first might have just been an aberration, the rear tube punctured on my second ride! A fault of the tape lining the inner wheel, no doubt. I sighed, "Oh well, here we go again." This time, however, the wheels are fixed to the frame with cheap nuts made of a metal so malleable that I can't get the last one off. The bloody thing is nearly round. I'll fix it somehow, but if you're buying a bike from them check it over thoroughly, maybe ask them to loosen the bolts just so you know they'll come off. Check the chain, make sure the wheels and chain rings aren't buckled and be prepared for trouble. Update: I took the bike to the hardware store and they managed to get the nut of with a tool similar to a multi-grip. The fault turned out to be with the tube. There's a fine hole along an irregular seam at a point where the tube 'dips' for lack of a better word. I can't say I've ever seen a tube with such a defect before. Cheap, cheap.Similar opinion? Write a review on ProductReview.com.au!
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
Thank you for that.
Regards
Rob R
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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 more
u 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.Similar opinion? Write a review on ProductReview.com.au!
Zach ACanberra
3 Weeks delivery - No Apologies
I ordered the Reid Falco Advanced online. My partner was buying the bike as a birthday present for me. I did some research and as an entry level road bike Reid seemed like a good place to start.
I love the bike it is awesome to ride. looks good and havent stopped riding it.
The problem was the two day delivery was actually 3 weeks. My partner paid for the bike but the online system didn't provide an order confirmation. She checked her bank account and the money had been taken out. She rang Reid and explained and offered to redo the order ...Read more
but didnt want to be charged again. After sending through her bank statement Reid said it was fine if the money had come out then the order was successful. She got an email from Reid 2 days later saying due to demand the bike wouldn't be delivered for another 2 days. This was understandable, it was December and everyone is busy pre christmas. 5 more days went by with no bike. She contacted Reid again and they said the bike would be delivered on such and such a date. After several more days she called again and Reid told her there was no order for the bike. She explained everything and who she had spoken to about it over the previous phone calls. They said there is no order or record of previous correspondance, she said she had received an email about the delivery but still their systems showed nothing. She then had to re-email her bank statement. Finally Reid said the bike would be delivered in 2 days. When the bike finally arrived it was well packaged - easy to set up etc. The bike needed tuning and tightening, as i expected. BUT the customer service was horrendous. As far as im concerned a simple apology or acknowledgement of the mistake would of sufficed but we didnt even get that. A decent store would of thrown in something like a free helmet, bike lock, tyre upgrade as an apology and please come back. I have received better customer service and quicker turnarounds from dodgy stores in china. I understand mistakes happen but the stores administrative response was poor and there should be better record keeping and response policy in place.1 comment
David F.Reid Cycles
Hi Zach. Sorry you had to go through the above. Our Custoemr Service guys are usually really sharp but we had a system upgrade running at that time. Please email david@reidcycles.com.au so I can sort this out.
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ArthurBMelbourne
- 2 reviews
- 5 likes
More expensive than other brands
I bought a red vintage style ladies bike from Reid's the other day only to find exactly the same style bike at Kmart for $100 cheaper. The guy there told me you won't find them anywhere near his shops price in Melbourne. What a joke. Very unhappy!
1 comment
David F.Reid Cycles
Hi ArthurB. This is not a fair comparison at all. Our bikes have lifetime frame and fork warranty (Kmart offer nothing like this as their frames do not last), our bikes can come built from a mechanic ... Read more
(Kmart are boxed only), our bikes are SAI certified for safety because of the quality of components (Kmart are not). Ask someone who has experience with bikes to test ride the two brands and the difference will be clear.Similar opinion? Write a review on ProductReview.com.au!
Carol SBrisbane
- 5 reviews
- 6 likes
Poor customer service and average product
Product : bought a condor 3 weeks ago and had the tires upgraded to Maxxis re-fuse tires at my own cost. The staff told me they will not be punctured for sure, since they are kevlar-ed. Bike went okay for a couple of weeks (just as a commuter bike and average 10km a day) and I regularly pump the tires to a recommended psi. Guess what, had a flat tire last week. No, I wasn't using the roadie for off-road purpose or any stunt performance, just on a flat surface (bikeway). Brought the bike to the store at Coorparoo for inspection and the mechanic ...Read more
told me that the rim was not strong enough (?) so it got punctured. He then put lots of "protection" over it and "shouldn't have any issue now". I have wasted so much of my time to bring it back to the store for something that can be avoided in the beginning by giving it extra protection when the tires are upgraded, not to mention it's so frustrating to get a flat tire. Customer Service: The staff are clearly lack of any customer service orientation - for twice I patron the store, I had to wait for at least 15 minutes before someone approach me, when I can see most of the staffs are just on the phone / talking to each other / standing outside the store talking to his friends. I wasn't introduced to their bikes and explained the functionalities as well - the staff just ask me "have you looked online?". When I ask a simple question I got a very sarcastic response from the staff, as if I have asked a stupid question. The only exception was the mechanic who explained the reason of the puncture to me politely and ensure that I am satisfied with the repair before I go. As compared to other local bike shop which my boyfriend bought his bike from, Reid clearly have a big room of improvement, in terms of products and customer service. If you have extra couple of hundreds to spare, I would advise you to go to other LBS for a better bike and customer service.3 comments
Ridiculous. Had another puncture today and had to send it back to the store. So frustrated. Ask for refund as I have completely no confidence in their products anymore and the staff member and manager... Read more
said "it's not in the policy to refund after 7 days" when most of the local bike shops have a 30 days grace period (i got the bike less than a month ago!), and "only if you got a third puncture then only we may consider to refund you". WHAT? is it in the policy that refund is only available on the third puncture?! Even the front brake starts to have problem. AVOID REID - THEY ARE NOT WORTHY OF EVERY SINGLE CENT YOU GONNA SPEND!David F.Reid Cycles
Hi Carol. I can only apologise if you felt the staff did not serve you very well. I have passed your comments to the Brisbane manager who will review it. So you know in future, no tyre is puncture pro... Read more
of and all staff are trained to not promise this. The language used is 'puncture resistance' - some tyres are better than others in this regard and the Maxxis Re-Fuse are widely considered to be excellent. Also, rim strength has nothing to do with punctures. I am sorry that you feel frustrated by your experience with flat tyres but it does happen sometimes - no LBS in the world will take responsibility for a flat tyre as we can't be held responsible for what you have ridden through.It is funny that while I am purchasing the bikes ur staff seem to emphasize repeatedly how the tires would not be punctured, but as soon as I get two punctures in a month, everyone at Reid now sings "... Read more
everybody gets punctures". Anyways I am over Reid, good luck and all the best to you and your potential and existing customers.Similar opinion? Write a review on ProductReview.com.au!
HugoMelbourne, Victoria
Avoid on line purchasing
Bought a bike in Sep 2014, bike was delivered to my house nearly 90% intact, only had to fit the pedals and handle bars and I adjusted the brakes. I went on two rides 89k and 63k over a few weeks and the bike rode well. However during the Round the Bay the rear Dérailleur got caught in the spokes and completely smashed it. My race was over there and then. When I contacted Reid cycles they claimed that the damage was caused because the bike was not assembled by an experienced bike mechanic. Having worked on and repaired bikes all my life I thoug...Read more
ht this was a joke. If they expect every bike sold on line to be assembled by a bike mechanic nobody would buy on line. You might as well shop at a reputed bike shop rather than buying on line. It is a risk you take which you may be very sorry about. The bike is currently in Reid's workshop and I am awaiting their verdict. So far they have only committed to replace broken parts at cost price to me plus labour. We will see what the outcome is.1 comment
Thanks to Reid cycles who, after inspecting the bike, have discovered a defect in the chain which caused the failure. I struggle to see why I was not asked in the first instance to take the bike into ... Read more
one of their outlets for assessment. I feel for people who don't live in one of the big cities. Thanks a lot to Lucas at the Melbourne branch for the friendly service and thorough explanation. HugoSimilar opinion? Write a review on ProductReview.com.au!
Michael Northeast, VIC
- 5 reviews
- 19 likes
Good Products But Do Not Buy Online
I bought a falco advanced road bike on line and had it freighted to hervey bay queensland. After assembling it as per instructions went for a ride and the gears slipped and the front deraileur did not move at all.
When i contacted reid cycles i was informed that it need adjusting and i would have to take it to a bike mechanic at my cost to get it fixed. Surely when you buy a new bike you would think that the gears would be already set up. The bike is good but make sure if you buy one you have access to one of their retail outlets or you will be paying extra to have it fixed
2 comments
David F.Reid Cycles
Hi Michael. All our bikes are tuned before they leave but being couriered in a box means they should always be tuned again once you receive. All our documentation mentions that the gears will need to... Read more
be adjusted and we include instructions on how to do this. This bike has a Shimano drivetrain and our products and systems have been certified by SAI Global. It is just the nature of buying geared bicycles and having them delivered I'm afraid.sorry but there are no instructions on how to tune the gears and the bike arrived in good order so the gears on the bike must be very out of tune before the bike leaves the factory as they could not possibly be that far out
cheers
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Kim Jackson
- 4 reviews
- 7 likes
Great bike but disappointing customer service
After reading all the great reviews I was really excited to go and buy a Reid bike, I was so dissapointed in my experience at the Parramatta Road shop. On entering the shop I was walking around a little apprehensive as there were so many bikes. Nobody approached me so I went over to the counter and asked for help, the young man looked up and said 'you'll have to wait for about 5 minutes', once he came over to assist, I felt like I was back at school, don't sit on that bike, don't do this, don't do that! I stepped on the platform yo have a look at a bike, he rudely turned around and said, ' I don't think that platform was made for people to walk on it, do you?' I ended up buying a bike but certainly not because of any great service!
1 comment
David F.Reid Cycles
Hi Kim. This sounds very uncharacteristic. Sydney store manager has been forwarded your review. Enjoy the bike as the weather warms up!
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bellinisydney
You pay for what you get.
The service is woeful and you won't get the bike on the promised arrival date (and you will have to call up to find that out). But on the plus side, I was upgraded free to a six speed bike because of the expected delay. And because of staff incompetence, I was undercharged because they couldn't work out how to correct the balance. So the terrible service can work out in your favour. If you want a super cheap bike and don't care about customer service and how long delivery will be (expect a two month wait), then this is totally the place for you. Otherwise I'd recommend paying more elsewhere.
Cheap.
Lack of customer service. Extended delay in delivery.
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JodieGreater Melbourne (Metropolitan), VIC
- 4 reviews
- 5 likes
Misleading Info provided
Spend a few hundred dollars elsewhere for a better bike.
Purchased a hybrid city, with 12 mth servicing, was told to just call 24hrs before bringing it in to be serviced. When I called to book in a service, I was told they can't be done on a weekend, when I questioned why I wasn't told this when I purchased the bike as I had paid for this, I received attitude from the employee and got no answers, and as I work Mon-Fri I can't have my bike serviced free.
I have had my bike 10 months, and the bolt that holds the seat in place has snapped in ha...Read more
3 comments
David F.Reid Cycles
Hi Jodie. The guys in the store will have offered to take your bike and complete the service for you to collect after work the following Monday or on the next weekend. Our workshops are simply too bus... Read more
y on weekends to turn around on-the-spot servicing. This is hardly misleading and this offer is always open to you within the first 12 months. Also, you claim your seatpost bolt has snapped in half 3 times? Who has fixed it in the meantime? This part would be unusable after a single failure. Please return the bike to the store for a service or email david@reidcycles.com.au so we can sort this out for you.Sorry but forgetting to advise a customer that servicing is not able to be completed on the weekend, only saying call 24hrs before you wish to bring the bike in, not once did I hear the words only ava... Read more
ilble during the week, so in my eyes that is misleading. I have taken the bike to another store closer to home to repair the bolts, they have mentioned that it is an issue with the bike, as they have tried different types of bolts, I have emailed through pictures to the email address you have provided. Sorry I cannot collect my bike during the week and I can;t be without my bike for a whole week.David F.Reid Cycles
Hi Jodie. I haven't seen the email - david@reidcycles.com.au
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CarrickSydney
- 8 reviews
- 2 likes
Cheap but not very strong
I bought a Reid cycle Hybrid bike one and a half month ago for $300 as it looked like a very good value for a new bike. There was a bit of delay to get it and then the bike is not very strong. After a couple of use, many part are moving a bit and it does not seem very reliable.
Still works, but pretty mediocre quality
Cheap
Not strong enough
2 comments
David F.Reid Cycles
Hi Carrick. Please return the bike to the store for a service if it is not running correctly. All manufacturers recommend a 6 week service after purchase to fine tune everything as parts bed in. Pleas... Read more
e email me if you would like to discuss david@reidcycles.com.auOk, thank you!
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Sarah
- 2 reviews
Late delivery
My suggestion it is that you don't buy a bike at Reid Cycles if you are in a hurry to have it.
I went there few week ago with my boyfriend to buy two bikes, mine was ready, his was supposed to arrive after a couple of days. I paid for mine but I left it there, deciding to pick it up two days laters when my boyfriend's bike was ready. When we went back my bike was no longer ready. They sold it to someone else and I had to wait for another one. Two weeks later it is still here. Really [censored word removed] off.
2 comments
David F.Reid Cycles
Hi Sarah. Please email me at david@reidcycles.com.au. I would like to know which store this was so I can follow through.
Sorry, I did not see your question David. I had bought it from Reid in Paramatta Road, Sydney. I can say after 2 years that even if getting hold of the bike was a bit of a pain, the bike is great and I am satisfied with it.
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suckmyorbitalsAbbotsford
To-A-Price Bikes
In 2012 I bought a Condor. Reid bikes at the Melbourne CBD store are not worth your time/money. Yes, it is true, they are cheap. However, considering the inferior quality of their parts this is not a good justification for shopping there. They mass import Shimano parts which are absolute bottom of the line grey import stock, which just happen to have Shimano stamped on them. They will last for about 1 year, and they start breaking wholesale after that- by this point, the customer just doesn't bother going back to the store for repeated services...Read more
since warranty has run out and it gets expensive. My spokes broke, derailleur was breaking every month, wheels needed truing, hell- my 'genuine' shimano chain even snapped! How can a chain snap? Incredible. The bikes certainly look good, and the upper range ones probably have better specs but they still skimp on things to drive the price down (no name wheels, brakes etc, incomplete drive train). With the power of hindsight, I would have saved my $300 and got a brand name bike. PS: The gift set they give you is worth about $20, not $100. Inexpensive. Bad parts,bad service- I went to the store for repairs often and they made me wait 20 mins to deal with customers paying more, even though i got there before them.1 comment
David F.Reid Cycles
Hi suckmyorbitals. We have a very good relationship with Shimano and all the parts we use are genuine and covered by the full Shimano warranty. Do you work in the industry?
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Am I invisible? Cool.
For the last few months I have been putting money aside each week specifically to buy a new bike from Reid Cycles in Melbourne. I was so excited the day I realised I had reached my goal so I got straight on a tram and walked into the store armed with lots of cash and the intent of walking out with a brand new bike and plenty of accessories. Sales staff completely ignored me for a good 10 minutes until one of them asked me to move out of his way. Another 10 minutes went by of me walking cluelessly around the store. Eventually a young man asked i...Read more
f I needed help and when I asked him a (reasonable) question about he looked as though I just asked what colour the sky was and replied with an attitude of 'like, duh, how could you not know that?'. Sorry I am not a bicycle expert like you and I have no idea what all of these terms mean. Fine. One more quick lap of the room mentally purchasing all of the lovely things I would have like to, and I left. I spent a good imaginary $800 in there. Even though I desperately wanted to buy a bike, I just couldn't give you the satisfaction of making a sale when it was so undeserved. I'm not writing this to get my anger out or to be nasty, I just genuinely wanted you to know that you are missing out on sales because your staff are so absent. I can see from other reviews that I am not the only one to have this experience. It would make a world of difference if you hired people who simply smiled and said 'Hello!' as a customer walked in, maybe even had a chat (gasp) or, God forbid, made a joke, rather than those unapproachable guys who look like they just want to be anywhere else but at work. Amazing bikes and great accessories. Poor customer service1 comment
David F.Reid Cycles
Hi display_name. Apologies for your bad experience. The store is very busy with Christmas just around the corner so the guys must have missed you in the rush. I have passed this to the store Manager t... Read more
o make a point of keeping staff on their game in this regard. We have made great improvements in the area of service so we do take your complaint seriously. Please email david@reidcycles.com.au if you'd be prepared to give us another chance.Similar opinion? Write a review on ProductReview.com.au!
Harvey WilsonSouth East Queensland, QLD
- 100 reviews
- 83 likes
- Reid Cycles Physical Store
- Verified customer
Good and Bad
I was allowed to take the bike for a test ride up the road and was shown all the important parts of the bike.
I bought a Falco Sport and a pedal set which was fitted very quickly at the time of sale. I was impressed by their prices before i went in store and even more after i bought my bike. I saved an additional $10 off the bike (already $100 off) and $20 off the pedal set (already $50 off). I also purchased a service warranty which was great value.
Maybe the only thing missing, after buying a service warranty, i expected there would be ...Read more
a warranty booklet or something. Also the bike does not come with a manual. One of my main priorities was that it fit in my car and they were happy to load it in so i could check. I went away a very happy customer. -------------------------------------Similar opinion? Write a review on ProductReview.com.au!
Jethika GSydney
Cheap bikes for 0% services, Reid is very good at waiting game!!!!!
Good price for reasonable quality bikes, but the customer services are terrible. I purchased 2 mountain bikes online 1 month ago, and now I'm still waiting for the delivery?!!!!!
The website said 'you will get a receipt in your email after purchase.' But the receipt never come.... Lucky I screenshot the payment detail, otherwise it looked like I never bought a bike, although the money was deducted from my card within 2 day....
Then the waiting game begin for the bike, rang up online service, told me I should ring sydney store, rang there,...Read more
the guy told me 'if u don't receive a call from us, there's no bikes for u yet.' WTH?! Had been nearly a month... Think I want my money back... Cheap Bad customer service at sydney store, online purchase had no receipt, super long waiting time for the bikes.1 comment
David F.Reid Cycles
Hi Jethika. These bikes are in stock and can be dispatched within 24 hours. Can you please contact david@reidcycles.com.au so I can get all your details and see what the problem was?
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Luke jBrisbane
- 6 reviews
- 9 likes
50% price, 50% quality. 10% service
Picked up two bicycles today 11/10/13 1. Reid yellow vintage large
2. reid city 2
Ordered 24/9- told "a few days" paid $100 of $760.
Came in to pick up after work a week later (always peak hour to get to coorparoo) as none of my phone calls where ever returned / they never pick up the phone. Waited 15 minutes - told by [name removed] / dodgy manager that I should have called. When told that I did several times. Shrugged. Requested refund.
Wife set on yellow bike :(
Returned call to place order. I don't think they took down an...Read more
ything. Long story short 15 phone calls later and a lot of effort on my behalf (eg calling courier companies to org transport from Sydney) and multiple lies later (eg none in country multiple times) I am now the proud owner of some pretty shabby bikes.Similar opinion? Write a review on ProductReview.com.au!
Ilukasue
- 5 reviews
- 3 likes
Bicycle advertised on same day not available!
Found a cruiser cycle advertised on Gumtree Today (advertisement date Today) for $199. Raced down to buy one only to find none in stock and none expected in stock for three weeks. I would call this false advertising since it was advertised as available on Gumtree Today. Very disappointing, will not shop here in future!
Great deal if only available!
Item advertised but not available on the day!
1 comment
David F.Reid Cycles
Hi spetersen. Which store was this? We have stock of these bikes in the company so they must have just sold out in that store. Please email david@reidcycles.com.au
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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(55) | Reid Cycles SA, Adelaide3.1(10) | Reid Cycles NSW, Sydney3.6(70) | ||
|---|---|---|---|---|
| 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 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 more
ose earlier ones are supplied with kickstands, currently we're out of stock of this part so it makes sourcing them slightly more difficult.