“Happy with my phone holder, but do need to exchange my shorts. As the fit is tight. This will need to be done at the end of lock down. Which is understandable. ?”
“I'm sure the staff at the store were doing their best during a difficult time. Unfortunately my overall customer experience (from ordering online through to eventually 'collecting' from the store a month later) was somewhat underwhelming. I purchased a new bike as a birthday gift for my wife online - ordering and paying through the website for a bike that was showing in stock at the store. A few days later I received a text that the bike was actually on back order and would take up to a week to deliver + an additional week to build...I thought I would check in on the delivery status a week later, and was told the bike was still in transit from QLD and I was expected to be notified once it was received and built - in one more weeks time. I left it another 2 weeks before following up (not having heard from 99bikes since). I was told (admittedly, with apologies for the delay) that the bike was now in the build queue and "hopefully" ready tomorrow... yet another week passed, and I finally received an SMS that the bike was ready for collection. Long story short - left underwhelmed by the timeliness and management of customer expectations: 1) Fix the inventory system - if the bike is on back order, the website shouldn't show it as in stock/available. 2) I know it's a crazy time we're living in during lockdown, but try to set more realistic expectations on delivery times. Or at least over-communicate to the customer. I would have had a better experience if I knew the whole process was going to take 4 weeks from the beginning... rather than having to follow up with the store every couple of weeks. Luckily the end product is a great bike. The safety checks and interaction with store staff at pick-up were great. Which almost makes up for the 4 week wait...”
“I purchased the wrong item for my bike, had to return it for refund. The customer service team replied to me promptly and helped me organise it all. Great service! Thanks 99 bikes”
“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.”
“I purchased the Jetblack S1 Sports Trainer online in the middle of a lockdown so I was happy to receive anything at all. It arrived when promised, after five or six days. It is easy to set up and operate. It takes about five minutes to swap over from one bike to another because of the need to replace the quick-release mechanism. I found it acceptably quiet although I use it outside not inside. Only limitation was an inability to connect to my phone. It seems I need a sensor of some description. To get around that problem I attached an old-fashioned speedometer to the rear wheel. This is adequate if one bike remains in the stand. Otherwise, it is difficult to calibrate the correct resistance. Overall, I am satisfied with my purchase.”
“3 full days after purchase online and meant to be click and collect but until now still haven’t received phone call or courtesy call of when I can pick up the bike.”
“Vertical storage rack holds my medium sized mtb and road bike well. Probably not tall enough for 2 large frames as my bikes reach the limit, but it's stable even without fixing to the wall. Great space saver. First order from 99 bikes under lockdown. Got a phone call to organise click and collect the next morning! Excellent service.”
“Quick delivery- especially with Aussie Post struggling during the lockdown. The bell is awesome- for a bell, that is. It’s unobtrusive, fits snuggly in between the grips and gear lever. Job done!”
