“First of all, I appreciate the 99bikes staff as most of them are friendly and helpful. I ordered a Merida Big Nine 60 on 3rd September and picked it up the next day morning. The chain broke in the first five minutes, so I have to head back and get it fixed. The second time I rode it, the rear gears keep clicking, and the gear changing is not smooth at all. So again, had to head back to the shop in the same week. And the third time I hit the road, the front gear shifter became out of order. No matter which gear I tried to shift in on the handlebar, the front gear is locked in the first gear. The 99bikes have all these fixed for me, free of charge. I am not a mechanic so I do not know if the pre-delivery check or test ride would make a change, but I do recommend future customers riding around the shop for a little bit, so they do not have to travel too much to get the bike fixed like what I did. I have not gone for another ride yet, hope there will be no issues anymore.”
“We love 99 Bikes! Always great service, great prices and great bikes. They adapted well to a very tricky time through lockdown. We have bought 3 bikes from them and will be purchasing another soon.”
“I cannot fault the people at the Preston store! Everyone I have dealt with show exceptional customer service and product knowledge - these guys and gals wrote the book on approachability and customer service and constantly out do themselves. Have done and will continue to recommend them as the 'go to' for anything cycling Thanks team Rob Schiera”
“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.”
