“Minor logistics issue re: shipping time and "first in ,first out" workflow Issue was resolved promptly and bicycle is as advertised, looking forward to first service Bowen hills appears somewhat short-staffed at the moment, but they are coping well enough”
“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.”
“Purchased a scooter for my son using Click and Collect. Website was quick and easy to navigate. Got a text the following morning saying it was ready for collection. Pick up was nice and easy too. Completely contactless”
“Exemplary service, professional, polite, helpful all this despite the impact of Lockdown. All products purchased were very well priced, clear application instructions on the 99 Bikes web site, Extremely happy with everything.”
“Ordering process was straightforward. Website easy to use. Order assembly and availability was excellent. Pick up arrangements could have been better. Understandably stores have needed to adapt quickly to a Covid lockdown environment however collection process was not ideal. I arrived at store where there was appropriate measures in place, QR codes, sanitiser, open door and table blocking entry indicating pick up point. I then waited approximately 10minutes while two people at counter attended to phone calls and person in workshop went to & from counter. Ultimately product was provided. This is not intended as criticsm of any of the staff who are operating in a constrained and, I expect, low revenue environment however the customer service approach in a Covid environment could be improved.”
“Bought a new MTB, rear brakes never really worked well, first service they thought it was contaminates, good for half a ride. Sent it back again a few months later and they discovered the rear calipers were leaking. A warranty job with Shimano. took 2 and a bit weeks but sorted. Brakes like I was expecting!”
