Terrible customer service.
I emailed them after not receiving my order in the time they stated. I received an email back saying it should have been sent and they weren't sure why it wasnt. They said they would look into it and get straight back to me. Despite me emailing them twice since, I still haven't heard back from them. I received my order finally but would never order through them again!
Worst customer service ever - No stars!
I placed on online order. After 6 days the order was still not dispatched. I emailed requesting the order be cancelled and refunded as the goods now could not arrive in time for the event. I did receive a response, saying that sometimes the items aren’t in stock and can take a few days to reach them. If the item is out of stock they shouldn’t take the order.
I again asked for the order to be cancelled and refunded.
No response. No goods. No refund.
Next step is to take this complaint to a higher authority.
Absolute rubbish service. Don’t go there.
Item delayed, not in stock - voucher credited
I placed an order for two items and the order hadn't been dispatched after a few days. I then received an email to say that the item I purchased was never actually in stock and given the option of a refund or a store credit for $5 more than purchase price. Once this was sorted the item arrived in a timely manner
- Verified customer
Don't do it - you have been warned
My order took too long to be despatched after being placed - I feel it was never in stock. It was a time sensitive order so receiving initial email stating order is picked and will be shipped in 3 days time (4 days post order) was never going to cut it. The website indicates same or next day dispatch. 5 emails sent requesting update, not one reply. Had no option but to cancel order as it would not arrive in time due to postage distance. Order was still dispatched after it was cancelled, and only then did I receive a reply email to my cance...llation request. Item returned unopened - 2 weeks and still not refund. No communication for over 1 week. Was offered a store credit which I refused. Still no refund and no further communication. Now will most likely have to dispute through credit card to get my money back. Have done my share of online shopping both local and OS. Have never seen such poor organisation and communication. There are better organisations doing a much better job, save yourself the headache.
Received item as advertised - fantastic price.
There was initially a mistake in the item received and Velogear never doubted what happened. I had email a picture of what i've received. Every email was answered promptly within a day. I understand that mistakes can genuinely happen - and appreciated that Velogear raised to the occasion to sort it out for me.
Good to deal with
Checked them out here first and there was quite a few complaints. I got the impression people weren't finding out if something was in stock before buying. They responded within 24hrs that the product was in stock, and what would happen if not. They said it would arrive the following Tuesday and it did. Product had full tracking all the way. Happy shopper!
Well priced, good customer service but slow in dispatchment order.
This is the first time I've ordered from Velogear. I am happy with their customer service as they replied my emails quickly. They also did a quick refund when I cancelled one of my order. However, I am not satisfied with the time length of the dispatch of goods. My order was shipped 6 days after I placed and paid for it that was way too long in my opinion. I've bought a lot of goods online and I would say all of them were dispatched the next day after I placed my orders.
When I emailed to tell them that I am concerned about my order shipmen...t length and I got their reply within 24 hours which I am very happy with their communication and quick response. I would order from them again but I would ask if they have the item that I will order in stock and be able to send the next day after placing my order.
Much improved and happy to buy from them
My initial impressions some good were not good and my previous review outlined my views. However I have since bought a number of items form time to time and customer service is much improved and they communicate and advise of any delays etc. They are not particularly quick to organise delivery but they do deliver items as ordered.
faulty child's helmet - they could not care
After less than 6 months use but 6.5 months since I purchased the Limar 124 baby helmet the helmet tightening piece is broken and no longer safe to use. Don't buy this product and don't buy it from velogear. I emailed them to ask about the process on a faulty item and they merely said it has 6 months warranty and you are over 6 months so can't help. The helmet is not cheap and I would expect more than 6 months warranty as a start and to be told "too bad" is not acceptable. Don't waste your money on either.
Unbelievably bad service.
Right from the first day I had dealings with this company they got it all wrong. Took my order. Sent me the wrong product and they knew they had but wanted me to wait to check it was wrong before I could return. They knew. They had none in stock and told me so. I think they just send a similar product hoping I would accept it and it was for my sons xmas present. In the end he missed out this was all documented in emails to them. Mind you that was a waste of time along with trying to call them. Just don’t try. It will just frustrate you mo...re. I spent around a week of my time trying to fix their mistakes and in the end they offered me a 20 dollar voucher. What a joke. I have given this company several chances to rectify their mistakes and they just don’t get it or don’t care. Obviously their standard service is terrible as they just treat their bad service like it’s an everyday occurrence PS. I DONT WROTE REVIEWS THIS IS THE FIRST ONE I HAVE EVER WRITTEN. I AM 55 YEARS OLD AND HAVE NEVER SEEN SUCH BAD SERVICE. YOU HAVE BEEN WARNED
- Verified customer
Re: Order not received
I ordered a cycling jacket 3 months ago, they emailed to me telling me the size that I ordered was out of stock. They asked if I would prefer another size, so I picked one size up. However, after that, I chased for my order, they said it was sent and give me the delivery tracking number. I traced the order, claimed it was delivered, but I never received it.
I ordered some parts and other items from Velogear. Their prices and free shipping made the deal very attractive.
I had ordered some knee/shin pads. About three weeks later i got an email saying that it was out of stock, despite being able to order it online. I had the choice of refund or store credit. I took the store credit since they gave me $15 more for my inconvenience.
Velogear was very good with answering all my questions about the pad sizing as it was a bit inconclusive online. I ordered some different pads which were again delaye...d by a few weeks (after several emails) and when i got them, they were different from the picture. They were actually the more expensive pads ($4), much bigger than what i ordered so i have just kept them rather than go through the hassle of returning them. The page i ordered it from had two different pictures. Didn't get exactly what i wanted but am happy enough. Great place to get MTB tyres at a lower price. Shopping there again? Maybe. They do have good prices but limited sizes for equipment.
Questions & Answers
Do you have the Thule Wheel Holder Spare Parts Bag in stock please. It holds the bike wheel on the bike rail.
I placed an order No 400060028 Yesterday(12/07/20)...I gave numerous calls to ask them to keep the item so that I could come and pick it.No one answered and no return call. Since my mechanic is putting pressure on me to complete the bicycle ,today all the way from Cranbourne, I travelled to the store , see whether the item is there so that I could pick it.The sales person was so rude on me and almost chased me away and said since no delivery date is mentioned on the order , I have to wait until I get it and didn't want to indicate any time frame for receiving. Then another lady got involved and said , if the item gets delayed it is the fault of Australian post but not with-them. I again polity said , no fuzz , if you have the item , I could take it away.Rejected , refused and chased me away.... This is for the eyes of the management to take some action so that I could get my item as soon as possible. Thank you, I am Keerthi Dias Bandaranayake. and my contact number is 043 1182 632.
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