“Rating is mainly for 99 Bikes as a shop.
I purchased this Merida Speeder 300 on 23 March through the online store after being advised that delivery would take approximately 2 weeks, which ultimately turned into a wait of more than 2 months. Before ordering, I called online support and was told that transferring the bike from another store interstate would be straightforward. Unfortunately, the experience turned into the worst bicycle purchase I have had.
When I finally collected the bike on 26 May, the first thing I noticed was that it had multiple scratches and signs of damage. There were scratches on the crossbar where the handlebars appeared to have rubbed during transport, scratches on the rims, and a significant section of the rim decal was damaged. The condition of the bike suggested it had been mishandled during transfer.
When I asked whether it had been a demo bike, I was told it was not. However, I found that difficult to reconcile with the condition of the bike. It arrived with a retail price tag still attached to the handlebars, marked "SOLD" with my name written across it, which made it appear as though it had previously been displayed on a showroom floor before being transferred. Combined with the visible scratches and damage, I left the store unconvinced that I was receiving a bike in the condition I would expect from a new purchase. At no point before collection was any of this disclosed to me.
When I raised the issue at pickup, I was informed that the usual compensation for scratches would be something minor such as a $25 accessory discount. Because all remaining stock of this model was interstate and, given how long the original transfer had already taken, staff suggested it was probably not worth risking another transfer. As a result, there was effectively no practical option to exchange the bike. The only resolution offered was a small discount on a future bike service, which felt inadequate given the condition of a brand-new bike.
The damage was made even more frustrating by the lengthy delay and lack of communication throughout the process. Although I paid for the bike on 23 March and was told to expect it within approximately 2 weeks, it did not arrive until 26 May, more than two months later.
During that time, I repeatedly contacted 99 Bikes through email and WhatsApp seeking updates. Out of roughly 10 attempts, I received only 3 responses. I was repeatedly told that the pickup store would contact me with an update, but that never happened. The only communication I received was when the bike had finally arrived.
The delay also created a sizing problem that would otherwise have been avoided. Before purchasing, I visited the Stanmore store where Flo was excellent and took the time to explain the sizing options. The store only had a Medium available, but because I sit between Medium and Large sizing, she suggested ordering a Large so I could compare both sizes under the 99 Bikes Perfect Ride Guarantee and determine which fit best.
However, because the transfer took more than two months, every Medium in Australia had sold out by the time the Large arrived. As a result, I never had the opportunity to compare sizes as intended and am now left with a Large that is too tall for me in terms of standover height.
The most disappointing aspect of this experience is that all of these issues were connected. Had the bike arrived within the timeframe originally promised, I would have been able to compare sizes under the Perfect Ride Guarantee and exchange the bike if required. Instead, after waiting more than two months, I received a bike with visible transport damage, in a size that ultimately wasn't right for me, with very limited communication and no meaningful resolution offered.
I do want to acknowledge that Flo at the Stanmore store was helpful, knowledgeable, and professional throughout. Unfortunately, the overall ordering, transfer, communication, and after-sales experience fell well below expectations.”
