“I recently purchased a brand new mountain bike on line from 99 Bikes to click and collect from their Capalaba store. Due to a few issues I was unable to pick it up myself and had my brother in law collect it. When he got there, he received the bike and took it out to his ute. As he was loading it, he noticed the bike was dirty, had numerous scratches all over the frame, handle bars and seat, and was definitely NOT a brand new bike. After a couple of calls and photos sent to me, he returned the bike to the shop. I ended up speaking to the associate who was dealing with the sale and after a brief discussion he agreed the bike was not new and likely to be a returned one. The associate could not offer the same bike in the time frame I needed it but did offer a similar bike at a discounted rate. Whilst I appreciate the service provided once the issue had been identified, I find it very hard to believe that no one bothered to check the bike when it was delivered to the store and no one bothered to check the bike was in a saleable condition as advertised before it left the store. I was lucky that my brother in law is an experienced bike rider and noticed the poor quality of the original bike. I will not be using 99 Bikes again.”
“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 had to follow up three days later and revived a reply saying the order was ready for pickup. I had to wait 20 mins as they could not find the order when I went to pickup my order. They finally gave me a piece off the shelf as they had no clue about what was going on and where to look for my order.”
“I had to follow up three days later and revived a reply saying the order was ready for pickup. I had to wait 20 mins as they could not find the order when I went to pickup my order. They finally gave me a piece off the shelf as they had no clue about what was going on and where to look for my order.”
“The product first provided to me was incomplete so I returned to the counter. Luckily there was 1 more available. Unfortunately the item was incorrectly labelled, made for rim brakes not disc. That wasn’t apparent until I got home so I’ve made do, but disappointed with this level of service.”
“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...”
“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.”
“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.”
“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”
“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.”
“Did a click and collect in the morning, called in the afternoon to see if I could pickup. The bloke was rude and said if I hadn't received a msg then it's not ready.. I ask if he could check it the tyre was in stock as stated on the website. It was like he didn't care, sorry to bother you Kawana store, I'll take my business and everyone I know to the store down the road...”
“Firstly, after I bought my Azur headlamp/tailamp pack, it said fully charge before first use. I rang to ask a question on how do you know when it's fully charged. The girl didn't know but promised to try find out and ring me back. She never rang back. I had to ring again several days later. Secondly, I had to ring about 8 times because the phone went unanswered. I ended up taking Option 2 Service, who answered straight away. I was then transferred and the guy then answered my question for which I was awaiting. Thirdly, the instructions on the Azur pack were very minimal and only just helpful but not much.”
