“Where do I start with my click and collect experience with 99 Bikes Mordialloc? We've spent a lot of money in 99 bikes stores and won't be in the future. Firstly we arrived and we're waiting in the cold for 15 minutes minimum to be served whilst one staff member was doing stocktaking, one was talking to a customer about their new bike in the carpark and another was on the phone. I then explained to Fasal the staff member as I hadn't been able to get through on the phone that I needed to cancel the order of the bike as I'd ordered and picked up the larger model at another shop. He then proceeded to bring the bike out where I had to explain that I needed to arrange a return not pickup which he arranged and that the return would hit my bank account several days later. The other two items were a pair of gloves and pedals which were picked and handed to me. As soon as I got in the car the gloves looked to small and I checked the invoice and they were the incorrect size which I swapped at the door. I left the store then received a call from the store apologising as they didn't take my bank account details to arrange the refund so I pulled over and shared these (was like it was the first time a refund was ever done). I then got home and showed the pedals to my son who advised that the pedals were the wrong colour and I checked the order and they were indeed wrong. I called the store again frustrated and advised that this was the third error made to which Fasal advised "there were no black pedals in the country in any store" which I quickly countered with the fact I'd found multiple stores with stock, miraculously a black pair were found in the store. The final insult came with the store offering to "put them aside for me to pickup" which I kindly told them no they needed to be sent to me for the inconvenience caused which Fasal arranged. Astonishingly I've not been contacted to return the incorrect pedals meaning the store is out of pocket and stock for the pedals I was sent incorrectly. The real test will be whether this review is followed up by anyone to get the incorrect pedals back.”
“Please don't hesitate to contact me 99 bikes I don't understand why you could not ring or send me a message for over a month letting me know you could not get a bike chain i ordered earlier maybe your online stock system is not updated when I ordered you had stock then nothing thanks for refund don't think I will be ordering again anytime soon I have the chain now got it for China same I had to get it at least I saved money and lost time”
“Purchased via Internet. Received order confirmation. Went to store and waited over 1/2 hour too be served. Order could not be located despite me showing phone receipt. Eventually goods were produced. As I was only the picking up for my grandson I assumed they were correct.Unfortunately for me they had picked the wrong tubes. This involved another 70k round trip and another wait to have the goods replaced with the correct items.Totally unsatisfactory and expensive experience.”
“Booked for a service at browns plain. When I arrived to drop bike off I waited for almost 10 mins for someone to service me. Was told it will take a week for my bike to get service when usually it’s a same day turn around. Gave them direct instructions what needs replacing and when I went to pick up. Only a service was done and nothing was replaced. I told them and they said they will get back to within a few days. It’s been almost 2 weeks and still haven’t contacted me. Rather go for the extra drive to Indooroopilly or macgregor store.”
“Worst experience of my life! Was yelled at by a staff member for not wearing a mask outside the store, even after explaining my reasons to another staff member. Was left very shaken and upset. Wouldn't recommend this place to my worst enemy...”
“Not happy with the customer service. Was waiting in the line and they were happily talking to the person at the front. There was two staff both were so consumed with that man that they totally ignored me. They all three saw me waiting but no change in their attitude. It was looking as if they were in a party and having a good time. Then one man who came later than me jumped the que and interrupted and then they were like ok they have shop to run and customers waiting. Never going to shop there again.”
“Recieved a text to say my order was ready. When i got there, I had to wait inline for 45 mins only to be told that the text shouldnt have been sent, and they werent sure who sent it. Finally got my order a few days later.”
“Website says click and collect 4 hours. I went to the store 5 hours later and still not available. After speaking on the phone to the clerk and looking at him through the window, I said I want a tyre, they are there on the shelf right next to where you are standing, to be told I’d have to wait in order of preference. 27 hours later my tyre was ready. Couldn’t ride to work the next day had to Uber it. A $13 tyre turned into a $47 ordeal. Awesome.”
“Ordered online, and there was no ability to get the item posted. I had to pick up at a local store during Syd COVID lockdown. Email notifies me that my items are in for pick up. Arrive one day to find a 1hr long wait with social distancing and staff shouting at everyone. The next day I return early to find that only one of my items is actually in stock. Disappointed.”
“I was looking for a helmet for my son for his birthday, I called your Bondi shop to ask if I could come in which I could not. Over the phone te sales rep talked me into buying the more expensive of the two helmets I was looking at. I asked how to make sure my online order would be directed to Bondi and not Alexandria . He said he would see the order after it was posted and take care of it. He advised I would receive a response within 20 minutes. It took over an hour and my order was sent to Alexandria. The helmet is to small and now I have to post it back rather than taking it in and exchanging it. it was an expensive helmet to start with, with postage it is now a great deal more expensive. I hope he can have a replacement for Christmas, time will tell.”
“click and collect is an offesive process. i get we are in a lockdown but the toxic service and spirit from the team is unhelpful. South Melbourne branch i had to attend twice and no-one answered the phone for 15 minutes even though they could see me outside. i had to travel there twice to collect my purchase. when i finally was provided my goods i was told to stand back even though i was 2-3 mtrs away from the staff member. inside they are all chatting with masks below chins. just nonsense.”
“Tried to get replacement battery for my wife’s Velectrix bike sold at same store about 2 years earlier. No record of sale No chargers , no batteries for sale Staff claim this has never happened before , no ones batteries have ever failed apparently Be warned if you buy an electric bike from there they do not stock spare batteries or chargers which leaves you in a difficult position if and when either of those components need replacement I ended up having to buy second hand parts from Gumtree. My experience with lithium ion batteries are that eventually they wear out as in phone laptop etc not having spare batteries and chargers I find inexplicable really .”
“Had to go to store three times to collect order. I ordered a bike and lock for click-and-collect. I went to the store after I got the text message saying my order was ready for pick up. After waiting in line they told me my bike wasn't ready but I could have my lock. The next day I got another text to pick up my bike. The guy at the store told me it was ready the previous day, they just couldn't find it. Take my bike home and realise the lock is missing the fasteners as described online. Again I had to go back and line up, then they gave me the missing piece. Such a waste of time.”
“Well I've ordered from a local shop, which said they had the product in stock, but it was shipped from another state over a week ago, and it still hasn't left the state.. it would have been easier to risk getting arrested and visiting the shop and purchasing in person..”
“Unfortunately with Covid lockdown, I did not have a chance to test ride my new MTB. Using the online sizing guide I was able to estimate that an XL would be my best fit. Now with a couple of rides undertaken I realise I should have gone for a Large. Over 2 weeks I have rung the Lidcombe store a dozen times, both sales and service, to arrange a swap within the 30 day limit. They have not answered once! Even an email sent through the website has gone unanswered. I understand that they are very busy but not answering their phones over a 2 week period is ridiculous. Sorry, I'm not one to complain usually but this is not good enough.”
“Website said they had it in store...travelled an hour by public transport...they didn't have any wethepeople bikes whatsoever..guy behind the counter said it was my fault because I read the website wrong...wtf ! See screenshot below..did not give a sh*t about the customer..just plain arrogant
Have spent thousands at 99 bikes....not another cent ...”
