“I am not happy with customer service .they said you can change bikes in 30 days but when I went for a change after 6 days they didnt change mine.bicycle was small for my daughter.”
“The delivery was delayed but this was most likely due to Covid. The delivery itself was pathetic with the delivery person neither ringing the buzzer or sending an sms or phoning. He was seen through the window driving off, then sending a message saying item couldn't be delivered. I am working from home so was there.”
“I like the bike and the speed of ordering online, but ever since I picked it up the bike is very clunky when pedalling. Due to covid restrictions am unable to get it checked.”
“Although the customer service experience was outstanding, the lack of accurate information relayed by one of the staff members ultimately cost me valuable time and several unnecessary trips.”
“Products were great, waiting time was extended due to covid, fair call, however customer service was lacking, not kept up to date at all. I had to chase up all my orders, no one was accountable, no explanations or apologies either.”
“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.”
“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 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.”
“I think it would be great to prioritise orders based on how long they take, for example. If there are three customers waiting for click and collect transactions (which is basically showing ID and being handed a box and leaving) and one customer picking up three bikes then there should be a system where all the workers are not preparing that one order and they can move the line along by addressing the orders that take less time.”
“99 Bikes have an awesome team of people that provides excellent services to customers about bikes. HOWEVER, one negative experience with 99 Bikes is having to go to the store twice to pick up 2 bikes, when the store could of just notified me when BOTH bikes were ready. Please ONLY notify customers when the order list is completely ready unless customer said otherwise. What if a customer ordered 10 bikes, do they need to come to the store 10 times for each bike being ready once built? So please, if a customer orders 2 bikes, please notify them after 2 bikes are ready, not 1. This was my first time ordering from 99 Bikes, and I wasnt so happy that I needed to come twice for 2 bikes, when I could of went once.”
“A great store it's not just a place where you find what you need and good prices. A great store it's the one who listens to you and propose you different products which suits your needs. My last 3 visits to 99 bike in Stanmore and Parramatta they were not great. After to collect a couple of new bikes, and looking after different tools and accessories they just offered me the most expensive always (and not necessarily the best option for me) I had to ask several time to recognise my member status to get the right prices and felt pushed to take my decision. It's seems the priority in 99bikes is the upselling and not the customers.”
