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
The reviewer stated that an incentive was offered for this review
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.
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
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.
I have dealt with them quite a bit. While I don't have any major problems with them, twice in the recent past I have put through online orders only to later find out that they can't get that item. They do offer an alternative when such an occurrence happens, but it is quite frustrating to not be able to get what you wanted originally.
Ok experience. No next day express shipping.
There was some confusion with my order as one of the products I ordered from their website was not actually in stock when they were packing the order. Eventually it was sorted out and they gave me another product + $10 store credit.
But two things to note are 1.The express shipping option has a two day turnaround. By which I mean they take the parcel to the post facility after 6.00 PM. Which means it won't arrive the next day but the day after.
and 2. They are not the quickest with email replies. It took a day or longer sometimes for them...to reply which is unacceptable in my opinion. I probably wouldn't shop there again unless they were the only ones that stocked a particular item. But if your desperate you will get your item ........eventually.
Took three orders to get what I wanted
First order, item not available - offered alternatives of higher value or credit of slightly more than I spent. Second order, again some of my selection was out of stock. They offered to send my partial order and credit for the rest. Third time, having chosen two things that were both in stock, the order went through successfully. In the end, I got some pretty decent stuff at a pretty decent price, but I'm not sure if they were making any profit!
To be fair the sales team were quick to deal with the problems and their communication was decen...t. Postage was not lightning speed but average. Their business model is strange though - they appear to have a huge range of stuff, but I get the impression they order on demand and then get caught out when it's not available.
Ok, but not amazing
I've been buying from Velogear for a few years now. Usually their prices are cheaper and you can't beat the free postage which almost always on offer. However, you get what you pay for: postage is usually very slow and unreliable. You can pay $2.50 for a tracking number but you have to email them to ask them to give you the number which in my experience can take between 24 and 72 hours to receive. (A tracking number is usually a standard thing which is given at the point of purchase from Australia Post). This makes it next to useless as by the ...time you get the number the parcel is well on its way.. I've also noticed a decline in the service and I estimate that 7/10 times there is a some kind of problem. i.e. the parcel goes missing (and when you email them they ask you to chase it up when its really their responsibility), or its late, or its out of stock and has to be ordered in, or you email to ask about sizing and never hear back from them. There's been a sharp increase in price for some items too. Buy from them if you want something a bit cheaper but are in no hurry for it.
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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