“I have attempted to contact the store where I booked a bike service a number of times. I get bounce-back emails saying you have received my enquiry and will respond but never an actual response. So my bike remains unserviced but you are now sending me surveys to rate my service. Pretty frustrating and pointless.”
“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.”
“The stem was over tightened and the bolts snapped on my first ride, almost seriously injured myself and left me without transport. Contacted the store just for a replacement and had to constantly chase up the issue to get a replacement. Eventually it was sent via post and took a week to arrive, and when it did there were no bolts to install it. I was pretty done at that point and just visited another bike store and had them install a new stem.”
“Only spent $50 online to be picked up at the Capalaba store. Close to 2 months later, still have not received my purchase. Have not had a phone call, have not had a text message, have not had a message left on a missed phone call. Have not even had an email. And I know you have my email, cause I'm answering this review, and I receive daily sales notices. You may as well broke into my house and stole my wallet. The worst service by anyone I've dealt with in any service, that includes the telcos. Extremely hard fail No I won't be picking it up at my earliest convenience. They have my address, they can deliver it free of charge at thought earliest convenience.”
“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.”
“I purchased a new bike and the staff member didn't set up the air fork suspension for me, nor did he even give me the service envelope with the manual in it! He just gave me my bike and that was it. No mention of future servicing or anything in regards to after sales support etc. I only know this as I took my new bike in to my local store yesterday in Osborne Park as it was making some weird scraping noises. The staff member was amazing in going through everything with me – how it should have been done when I purchased my bike. Very poor customer service from your Joondalup store! I also complained online and received no follow up from this store.”
“I went into the store a couple of days ago with my old 68x110mm bottom bracket and hoped that the mechanic could help me find the same one. He eventually found one for me so I didn't think too much about it and took it home. Got it installed but couldn't figure out why the front derailleur wasn't shifting to the largest chain ring spent about 5 hours troubleshooting it and ended up sending the bike to the movement system in Burswood. They found out that the bottom bracket that the mechanic gave to me at 99bikes was 68x122mm, ended up paying the labor as well as the new bottom bracket which cost me quite a lot of money. On a separate event. I paid 120 for the bike to get serviced and went back there 3 times within 2-3 weeks after service because it wasn't shifting properly they still didn't fix the problem completely and they had no idea what was wrong with it. Very disappointing. I wont be coming back here for any mechanical service, or trust their mechanical knowledge with my bike, the quality of the mechanic here is not good.”
“The item wasn't delivered via Parcel Express as noted on website sale. Further correspondence via email, snail mail, google review and the help@99bikes address has not been responded to let alone acknowledged.”
“Pushy and unprofessional salesperson (Nick) spent more time trying to get us to buy whatever they had in stock instead of actually listening to what my wife and I needed and then assisting. Collecting the bike we finally ended up purchasing online (because we could get better information from the website ourselves than by dealing with the staff in-store) was an ordeal, and one that could have been easily avoided if Nick had been good at his job instead of simply focussing on how much he could sell. I'll be going somewhere else for all my future bicycle related purchases and services.”
“Used clock and collect hoping to skip the queue, but they make you wait in line for 40mins with other customers buying bikes and spending 30mins with sales rep. To make things worst, customers just buying things were able to skip the queue too while I had to wait for counter. Click and collect was for a bunch of gels, would have taken 30seconds.”
“Rim spokes End of last year two spokes broke off. After a phone consult with the shop I was told lead time would be 1 week and cost around $150 First it took 2,5 week to have the spokes replaced (xmas and NY eve), upon collection I noticed silver color spokes have been mounted instead of the black ones. This is a major no no and this should not have happened to start with. Meanwhile the rim is back to their supplier and almost 4 weeks later I still haven't got my rim back. I do have to say the shop was helpful to give me a replacement rim for the time being however this is also the least that could have been done in this circumstance”
“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.”
“When I ordered a packrack with the bike I expected it to be installed when I collected the bike. It was not and I had to wait four days for parts for installation to arrive from another branch. The bike does a good job at its price point and even better when the 2021 model was 40% off the price of the 2022 model!”
“Ordered two items mid January, and still waiting on delivery of one item. Both items when ordered showed as in stock and available for delivery. When the first item arrived the order showed as complete online. I contacted the online chat and was told the warehouse considered this order complete. I then contacted customer service who could not provide an arrival time, and suggested that I go to my local store where it was available to purchase. I could then return my package once it arrived. So the resolution by the customer service was to spend more money, and my time to solve the situation. I then had to call another customer service person to be told they could not tell me when I would receive the item and that it was because of the shipping delays. I still have not received my item. I have been provided a tracking number, and expected delivery is stated as Feb 8th. However there may be delay in delivery. Really disappointing, and I will not be purchasing from this company again. Instead I will pay a little extra to my local bike Store. FYI - I have recently purchased a new road bike…… not from 99bikes”
