Returns process poor
I had two issues:
Some of the items I ordered didn't fit even though I checked the size guide (not velogear's fault). They were happy enough to refund but they seemed to be very disorganised and couldn't get the refund figure correct
They also under-refunded me for items not in stock on another order
I have now received a refund which is close to what they owed me so I've cut my losses. I'm glad I didn't take a store credit. I won't bother shopping here again
Great backpack, terrible customer service, poor turnaround
I ordered a backpack on 06/08/19 at 12pm, received an updated email at 4.35pm stating that "We are in the process of preparing your order. We expect to ship it within the next 1 to 3 working days".......a week later and I had not been updated in regards to my order.
I then emailed customer service (12/08/19 12pm), called their office and left a voice mail on 12/08 and 13/08. I then resorted to facebook messenger where I finally elicited a response.
I was emailed that night (13/08 9.30pm) letting me know that the product that I had ordered wasn...
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
Extremely slow service. So much so that I suspect they take your money then try to buy the item cheaper. Lots of stuff out of stock. Some of their prices are really high, too.
I'm giving them 2 stars on the assumption that my order does eventually arrive. It hasn't yet.
Could easily be 5 stars
On the positive side, their prices and range are generally great - especially for little nuts/bolts/spares items that most retailers don’t bother to stock. Also great if you have an older fleet of bikes to maintain.
On the negative, in around 8 orders, there have always been ‘out of stock’ items or mix ups and some orders took many weeks (drop shipping anyone?) and plenty of hassle to get what was paid for (I am within 100kms of them) - and their communication and attitude have been ordinary at best - generally stalling tactics and dog ate ...my homework excuses. They also undertake to resolve issues/inaccuracies and ‘get back to you’ that day, but invariably another week would pass with no contact and the whole thing would go round again when I contacted them to ask what happened... You will probably always (eventually) get your item and for a good price but you will have to do all the chasing around and prodding when there are issues - too much drama for me and I only use them now as a last resort - which is a shame because if they stated which items they actually have 'in stock' and upped their service level they would be 5-star, local and get 90% of my spend.
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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