“The very young boy who served me knew nothing about helmets and after a few minutes said 'I have to go now' and went off to lunch. I had to find someone else to help me.”
“No problem, thanks. But I did come back a few days later to buy an 11speed Shimano Derailleur. The store did not have any, the shop assistant told me it was because they were hard to come by and shimano probably doesn't have any either and tried to get me to change the whole system because shimano has changed the pull ratio etc etc. Turned out it was all lies and sales talk. Went to the next store (not a 99 bikes), they said of course we have them and of course shimano is still making them and supplying them. I love bikes, I love your stores, I shop there all the time but I do not appreciate that type of nonsense in my shopping experience.”
“To be honest. For the cost of service the bikes are not In the condition I was expecting. Breaks are not adjusted well on one of the bike. It was done quickly but for $500 I can probably do it by myself taking Day of work and use internet guide. Sorry. Will not come back.”
“I was poorly attended by a person who was rushing to go out for lunch. This is absolutely unacceptable from a client point of view, as we need accurate guidance to make correct purchasing decisions. Attendants must respect client's decision-making times and support them, especially when that comes to more expensive products as it was the case.”
“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 went in to the Joondalup store to purchase a bike for my daughters birthday on a Thursday evening, after 15 minutes of wandering around looking for the bike I walked out as no one seemed interested in helping in anyway. I ordered the bike online and picked it up from the store in the end.”
“This is the second time I've addressed my rating, seems no-one really reads or cares to really follow up on this customer service issue I first outlined. I ordered a helmet from the Alexandria store which according to your website was in-store available so 'click & collect' I presumed would have been straight forward. I had sent an enquiry through your website a few days later from order date querying slow delivery. A week later I was still waiting to receive a text saying my helmet was ready for pickup. Given I live 5mins from the store I walked over & was able to pickup the helmet. The problem seemed to be that your inventory is not being updated to your website, in fact the helmet wasn't available at Alexandria despite being listed as there. If I'd know that I'd have ordered from a store that had one & driven to get it. I appreciate with COVID restrictions etc trading is difficult but I don't see how you are doing yourselves any favour if a comparatively simple transaction like click & collect (not click & post out or service etc) blows out.”
“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.”
“99Bikes is well intentioned but the reality fails to meet expectations. I recently wanted to purchase a bike rack but encountered problems every step of the way. Firstly I rang the local store to ask for advice on the purchase and was advised to visit the store in person where someone would be able to help me, but no help was available when I arrived. Then my Gold Club membership from April was not recognised online so I was forced to join twice to qualify for the discount. Finally, I was not advised that my online purchase was available to pick up until I chased them up nearly 2 weeks later only to find that it had been ready for pick up for some time and they had failed to notify me. They need to vastly improve their systems if they want to retain customers.”
“The products were as expected - but what was frustrating is the click and collect. We arrived after a couple had turned up to pick up new bikes - there were only 2 staff working and they were servicing and setting up the new bikes which took more than 45mins. At one stage I asked the guy if I could just pick up the small item that was waiting on the desk in clear view - and he said ‘sorry there’s only two of us on today’. After 45 mins of waiting he handed me the package and I was finally on my way..”
“The delivery time of my bike rack was unacceptable. This is probably the fault of the couriers (Couriers Please), rather than yourselves, but I thought you should know. When I contacted 99 Bikes to query the delivery date, I was very quickly fobbed off to a Courier Please website that proved very inaccurate and unhelpful.”
“When you order something for click and collect which it says is in stock... and then isn't in stock is poor form. Then calling the store but the auto system consistently cutting you off... even worse. I tried to call to get an update, couldn't, decided to cancel as I can go to another store... cant do this online and cant call to do so... SO bad.”
“The bike was delivered without a proper check for wheel alignment. They don't have mobile services so I have to walk with the bike to west ryde store to get it fixed. The workshop in the West Ryde store was really good, they assembled a new bike for me and returned the faulty one back to north paramatta store.”
“I went in to collect my online order. I bought a di2 cable EW-SD50 and I was given an EW-SD300 cable instead. Despite me telling the customer service rep this is not the product I ordered, he insisted it was the correct product number as detailed on your 99bikes label on the front of the box. And said verbatim ‘this is what you bought and it is yours to keep, thank you’ After we caused a scene, customer rep realised the store had mislabeled the product between EW-SD50 and EW-SD300 and gave me the correct cable I needed. As it is so clearly printed on the Shimano’s box and my online invoice.”
“2 out of 3 items in my click and collect were wrong. It was lucky I opened the parcel in the car before I left. So I was able to go back in store and have it fixed up. Also, asked the guy for advice on 2 other products while in store (shorts & stand) and he was no help, ended up buying online from another company.”
“Staff member serving customers with no face mask. understand not everyone can wear a face mask, but if they can't they should not be putting themselves and 99Bikes Customers at risk by being front of house”
