“I was looking for a helmet for my son for his birthday, I called your Bondi shop to ask if I could come in which I could not. Over the phone te sales rep talked me into buying the more expensive of the two helmets I was looking at. I asked how to make sure my online order would be directed to Bondi and not Alexandria . He said he would see the order after it was posted and take care of it. He advised I would receive a response within 20 minutes. It took over an hour and my order was sent to Alexandria. The helmet is to small and now I have to post it back rather than taking it in and exchanging it. it was an expensive helmet to start with, with postage it is now a great deal more expensive. I hope he can have a replacement for Christmas, time will tell.”
“Bike ready ahead of time (ordered on a Saturday - ready by a Sunday - impressive considering it was the weekend) and bike itself (Merida 9 Big 20) over $100 cheaper than equivalent I was looking at with Giant (ie better quality components) and Giant has a months long wait-list.”
“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”
