Worst online store I have ever dealt with
In error, I didn't check the reviews for this online retailer - and had I done so, I would of steered well away. On ordering 3 items, I waited 2 weeks to be advised that one of the products was unavailable. I was given 3 options, but being that the items were time critical, I decided to accept an equivalent product, thinking it would still be quicker than shopping elsewhere. How wrong I was. The equivalent product wasn't advised that it was on back order - so another wait. At week 4, I sent an email to customer support, requesting an estimated ...time frame and expressing the urgency needed. Email was ignored. 2 further emails over the next 3 days and I received a response telling me that they hope it will be in stock in the next 2 days. A further week and 4 emails later, a dispatch email was received, followed by an email from customer support advising that sending multiple emails slows the response time as every email puts you at the back of the list (and arguing that they respond to all emails within 24hrs). Having missed 3 events due to delays receiving the equipment, customer service advised they don't Express Post anything (regardless of the delays) and they don't particularly care if I don't purchase from them again (even after I advised that I am purchasing for a house of a 6 person bike riding family across all disciplines and being responsible for purchasing for a government bicycle program). 6 weeks from order to delivery - and not even a sorry from Velogear. Prices are good - but customer service is worst I have come across.
same terrible experience as others
I bought a pair of what were supposed to be "compression" bicycle shorts,what arrived was a pair of very cheap thin translucent baggy shorts. After paying $10 to send them back Velogear charged me another $7 to cover the cost of the initial postage as the rubbish they sent me was supposedly discounted. They went ahead with this even after I pointed out that the shorts were nothing like they were advertised.Not a reasonable response in my opinion, I don't intend to buy anything from them again as you cant trust their product descriptions and they have no interest in proper customer service.
Same experience as others (very slow postage, item not actually in stock)
Should've paid attention to all the negative reviews. Velogear are hopeless at actually getting your item to you.
Price is good however they may as well advertise as free as you will probably give up waiting for the item to arrive and get sick of their excuses for delay.....
Long, long delivery time for the wrong part.
Customer service did everything they could to hinder a return and exchange.
Finally took a legal letter for them to accept return and exchange.
I wouldn't touch this bunch again (and the 5 star reviews here read like they're paid for planted comments).
Don't buy from this company
Ordered some jigsaw puzzles for the kids. They send 3 out of the 4 I ordered. One of them they didn't have and sent a cheaper product without asking. I'm still trying to get money for the item they didn't send.
Somehow all the reviews on their website are positive so they must be making these up. Stay away from this dodgy place.
Liars, take your money and don't deliver
The company falsely advertises their delivery/dispatch times and that they have items in stock when they don't. Currently in a PayPal dispute because they haven't dispatched my items. There response to my complaint is that they are slow because of Covid. Then they implied it's because they don't have the item I ordered in stock and they will let me know when they have dispatched my order. NO! That's my money you are spending while I wait indefinitely. Give me my money back and advertise on your website that your items are not in stock and you won't dispatch items for weeks, if at all, because of Covid excuses. Totally untrustworthy.
Appalling Online Store. Shop Elsewhere!
If I could give zero stars, I would! Three items paid for and shipped relatively quickly. However, one item was missing and one was incorrect. Numerous unanswered phone calls and cryptic emails as to when the refund would be processed. After four weeks of back-and-forth emails from four different "I'm new & in training" Velogear representatives, they said I would have the refund processed by 06/07/2020 but that didn't happen. On 07/07/2020, I raised a dispute with PayPal and surprise, surprise... the refund was actioned within hours. I'm also out of pocket for the postage of having to return the incorrect item. I will never use this company (Velogear/Red Hot Agencies/MTBPlus), ever again and I suggest you avoid them at all costs!
AVOID AT ALL COST
Red Hot Agencies Pty Ltd (velogear) and bicycle store have the exact same address as they are same company just different front. They did not have my purchased product in stock so offered alternative products for around same vlaue. I chose 3 products with same value but they decided to send only 1 of them and ripped me off. I paid $34 for azur top tube bag which other seller sell for $15. Worst case is ebay minimum wage filopino contact centre empoyees dont understand the issue. Case #:5232916387. Dont buy from bicycle store or velogear.
Scam or terrible! Either way don't use!
Scam. Do not use this online store. After a month of back and fourth regarding missing stock they completely stopped responding. Have not received any products and had to raise a claim through PayPal in order to retrieve my money.
Either the worst online bike shop in existence of a complete scam. Either way do not use them at any cost. Plenty of better stores available.
Waited 2 months for bike trailer to arrive only to be told out of stock - pathetic and deceptive customer service
I ordered a bike trailer two months ago. Told three times over the ensuing weeks by the customer service agents it had ‘just been dispatched’ that day (!) but my requests to receive tracking info were ignored. Just told by amazon that order has been cancelled due to ‘customer refund’. Cue wasted time talking to my local post office trying to find out how it was returned. After contacting velogear YET AGAIN was told no stock until September so Refund had been processed. Such a waste of time and would have ordered locally if information had been given. Avoid this company at all costs.
Stay away from these people. I have absolutely no idea how they still do business! They even opened a second website called "bicyclestore.com" because Velogear was getting such a bad name. So beware! They are the same people! Horrific customer service! You've been warned. I've had issues with them via Ebay also! Thank god for Ebay and PayPal... never ever buy from these people! If you do, always, always buy from their Ebay listed items so you are protected and always use PayPal!!!
super slow delivery and no contact - try wiggle instead
we have been waiting for over 10 days now - tracking doesn't tell you anything and doesn't change - tried contacting them with no response - thought I would deal with someone in Australia - would have been so much quicker to order from wiggle out of the UK
- Verified customer
Save yourself the time and money and buy elsewhere!
I placed an order with Velogear through Catch and a month later I still have not received 2 of the 3 items ordered. Order was supposedly shipped on the 20th November but after chasing up after 2 weeks of not receiving, Ive only just received ONE of the items today 20th December. When following up, they told me the order had been marked as shipped but no tracking number was attached to it and looked like it had not been sent and they would resend. No apology given at all. I am waiting to hear back on when the other two items will be arriving, bu...t suffice to say, this experience is enough to put me off ever purchasing from this seller again or recommending them. I had purchased these items as Xmas presents and have had to re purchase alternatives due to the muck around with these guys. I really wish I had read the reviews before buying from them as it looks like this is standard practice for them. Do yourself a favour and stay away and buy elsewhere!
Terrible.. v slow .. wrong item sent.. $800 down the drain.. uncontactable.. no resolution.. not pleasant to deal with.
My boyfriend ordered a black thule bike rack on 2nd December thinking it will arrive quickly since we live in Melbourne too.. costing us almost $750.
After many attempted phone calls which were never answered and voicemails left.. never returned..and many emails trying to chase up the whereabouts of our product..it finally arrived on 12 December.. much longer than expected.
Not only did that wreck his plans for the previous week from it not arriving.. but the issue even worse is the wrong rack was sent!
A silver one was sent instead of t...he black one that he specifically ordered. He needed it before he went away for a long holiday road trip and now I need to try and sort out his mess for him. He is extremely distressed that he can now not take his bikes with him and wrecked all his plans. Tried to contact the company to sort this out by phone-they never pick up nor call back.. by email/facebook.. they aren't pleasant and take forever to respond and when they do, they tell you if you contact us again you will be sent to the back of the line. Very rude and hurtful.
Appalling customer service and shipping...
I ordered from their Ebay store. I made the purchase on October 16, with handling time stated to be 2-3 days. By the October 20, it still hadn't been shipped, so I msg them. I got no response from them on Ebay, so I contacted them through the website. On the 25th, I got a reply on Ebay, saying that "The order was out of sync and it was missed, but dispatched today" WTH?? . It's now November 7th and I just received a full refund, with no explanation. So I'm assuming, when they told me it was shipped, they lied. What a ridiculous and dishonest co...mpany practice.... It seems purchasing from Velogear, is a roll of the dice, which is disappointing from an Australian company. I've been using their bike saddles for more than 10 years and I swear by them, but this is the first time I have gone direct to the company and disappointing is an understatement. Purchase direct from Velogear at own risk, personally, I will be purchasing their products from another supplier in the future.
- Verified customer
Unreliable. non existent customer service.
I have ordered from these guys many times and after giving them the benefit of the doubt on several occasions have decided that i should write a review to warn off other customers. They are incredibly hard to contact and never seem to have in stock what their website indicates that they do. They take forever to return communication. Basically, its a sad fact but compared to ordering overseas from chain reaction, the wait times and disorganisation means its just not worth trying to support a local business in this case. As someone who lives in Melbourne where their warehouse is based, its ridiculous that ordering from the uk many times was 2-3x faster than ordering with velogear. sad.
Worst service ever- Item not arrived. Emails are ignored.
The item i have ordered has not arrived. Emailed the company several times, no response. Phone number hard to find and calls are not answered. Customer service does not exist. My advise -spend your money somewhere else.
I will be listing the company with Fairtrading
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!
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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