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.
- Verified customer
Terrible at what you would expect to be standard business running procedures.
You guys absolutely suck. Last order you sent the wrong colour item. The invoice even had the colour circled with "Yes correct" written next to it like someone had questioned it. Then when I emailed about it you said you would get a manager to look at it and two weeks later stopped replying to my emails so I just accepted the wrong colour.
THIS time I ordered my item and got an email on 22nd of September saying it will dispatch in 3 days and I will get confirmation, it never sent. Almost 3 weeks later I don't have it and when I emailed you suggested I wait until the end of the week (4 weeks later?!) and if I don't have it they will send it again. I was told you would look into it and email me the next morning, 2 days later no email.
Stock Numbers not right. Really poor communication.
Sadly I agree with the general flavour of previous poor reviews.
Even though they showed stock they didn't have it.
They offered a superior substitute :) but after enquiring weeks later they didn't have that either and hadn't communicated. I had to send 10 emails in one day to get anyone's attention.
Probably shows anyone can have a website. Stick to Wiggle
- Verified customer
Do not read the bad reviews - these guys were great! Must be the new management they apparently have
I was a little hesitant about purchasing from Velogear because of some of the previous reviews I had read, but the service was outstanding, the shipping was fast and the product was amazing (well chosen by me, haha)!
I have heard they are under new management so the new manager must be doing something right. :)
Generally helpful and efficient
On two occasions my product enquiries were answered incorrectly, resulting in the wrong products being supplied. However, Velogear swiftly arranged the return of incorrect item(s), at their expense, without delay or argument, and gave me a very generous 'store credit' that more than adequately covered the cost of returned item(s) plus any inconvenience caused me. Overall I find dealing with them easy and hassle-free, at very competitive prices, plus frequent free 'gift vouchers'.
- Verified customer
Hopefully will up their game
I bought a light which stopped working after 2 uses. Then they took months to assess the light before returning it to me saying it had been checked and was working. It of course didn't work when i got it back. I sent it back once again. By this time I had bought another light at my LBS. After another month they eventually realised that in fact the light did not work properly. As per Australian consumer law I demanded a refund but was informed that they didn't offer this. Eventually after complaining (and writing a damning review) on this site..., they agreed to refund me, and they assure me that their staff have been updated on warranty policy. So in the end, they did the right thing, but it did take perseverance and patience on my part. I have change my review in response to their eventual actions and hope they can continue fulfill their promise to honour their obligations when faced with warranty issues.
Avoid: Ridiculous returns policy
I bought a light from them that was clearly faulty. They wanted me to return it to them, then they would return it to the supplier for their opinion. That would no doubt take a number of weeks, and in the meantime I'm left with either (a) don't ride, or (b) buy a new light and wait for them to send me one which is then no use. I pointed this out to them but they wouldn't budge. In my opinion this is not consistent with consumer law regarding retailers and faulty products.
I had used them before but wont in the future. Avoid them and use someone like Wiggle, who are good with returns,.
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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