“The bike is wonderful, my son loves to ride it. But the brakes were a problem from the start ... the wired aluminium contraption is not integrated in well to pull brake pads. They broke in less than a week of purchase... 99 bikes did repair it all for free. But the hassle to go back and also the extras for it could be avoided.”
“I did a click and collect. However on getting there, there were 2 customers being served by 2 salesperson. I was happy to wait for my turn at the beginning. But it appears 1 person was having trouble with his computer and the other was just casually talking to the customer about bikes. Fair enough… but after more than 10 minutes (no exaggeration here) of being there and waiting. I was neither acknowledged for being there nor was I asked whether I could wait a bit longer. After a while, I was then called up to be served and the salesperson did not even apologise for the delay. Customer service to be improved. Not asking to be served right away when I get my foot through the front door but a little acknowledgment and apologies would have made the experience completely different. 3 stars - Hoping that they will improve over time.”
“The bike is perfectly fine. It came fully assembled which was nice and useful. When I picked it up they put it on the stand in store and tightened (or just checked) the pedals. So I was VERY surprised to find both pedals fell off on the first ride!”
“Store seemed to lack staff..tried a helmet on for size and then left and bought it online.online works well helmet then delivered. Would have liked to just have bought it when I was there but no one available to help out”
“Sales process was efficient and detailed information was provided on the different models available within my budget - good sales experience. The only negative was that the derailleurs were adjusted prior to leaving the shop, but upon the first ride, they were significantly out of adjustment. Whilst it is not a major issue for me as I can adjust the cable tension, other customers may not be as capable. I recommend more time & care is taken in ensuring the bike is ready for trouble-free riding upon sale.”
“A little disappointed, ordered a GX Shifter from your Penrith store and the website said it had stock... Did a click and collect and patiently waited over 3-4 days for the item is ready SMS, nothing came through... I ended up ringing the store which was a mission on its own as I could never get through... When I finally got through the staff told me the GX shifter is not in stock and he will refund me the order. All in all a big waste of time. Ended up getting the shifter from pushy's and it came the next day.”
“Meh Walked in and waited 15 mins before getting served even though no one else was In the shop . 2 staff members were behind the counter talking to each other and saw that I was waiting to be served but continued to talk . When I was served they were unfriendly .”
“Great sales service but like we don’t exist after that. Problems with the bike snd no return calls despite promises, workshop too busy to follow up (staff appear swamped), failure to remedy problem etc. very much considering returning the bike”
“I always have fun visiting 99 bikes Lidcombe, except lately after Covid, some staff are new and not very helpful. Seems like they don’t want people coming to the shop. Maybe because of Covid cases out there.”
“Stood at the counter 10 minutes waiting to be served for a click and collect order, then had to wait about another 5 minutes while the staff member fumbled with the computer not knowing how to process the order until another staff member came and showed him how. Frustrating.”
“The order took longer than expected. I had to follow up with a call to ask for progress. Then I was informed it was ready to be picked up. How come no one called me earlier?”
“Staff were friendly and helpful my only issue is the bike wasn't tightened correctly, the handle bars came loose, the rear axle came loose, and after a few weeks the bike is making a weird noise when I ride it, will be taking it back for a tune up, other than that I love the bike.”
“I understand the lock down is hard on everyone and that the click and collect is new to some. I ordered a trainer and a matt and was notified pretty quick that it is ready to be collected which I was extremely happy with. The issue came when I arrived at the store, the number on the door did not work so myself and another customer waited at the door. People behind the counter saw us but did not come to the door to assist. Another person from inside walked up to the door and opened it to let a colleague out and did not make any effort or contact to ask if he could help us. After 20min I decided to call the number I received the text from and the gentleman was very friendly and immediately came to the door with my purchased goods.”
“I am not happy with customer service .they said you can change bikes in 30 days but when I went for a change after 6 days they didnt change mine.bicycle was small for my daughter.”
“The delivery was delayed but this was most likely due to Covid. The delivery itself was pathetic with the delivery person neither ringing the buzzer or sending an sms or phoning. He was seen through the window driving off, then sending a message saying item couldn't be delivered. I am working from home so was there.”
“I like the bike and the speed of ordering online, but ever since I picked it up the bike is very clunky when pedalling. Due to covid restrictions am unable to get it checked.”
“Although the customer service experience was outstanding, the lack of accurate information relayed by one of the staff members ultimately cost me valuable time and several unnecessary trips.”
“Products were great, waiting time was extended due to covid, fair call, however customer service was lacking, not kept up to date at all. I had to chase up all my orders, no one was accountable, no explanations or apologies either.”
