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Reviews 261
Mohamed Fayazdeen
Mar 03,2022Made a big mistake ordering a bike from Bikesonline.com. I ordered and received only the invoice, nothing else. Nobody picks up the call no response for email.
Ricardo
Jan 22,2022Do me a favor and don't buy from this company, unless you want multiple free headaches with your purchase. After waiting forever I got my bike with a bent fork. Customer support sends basic templated responses - such as: "I have already endorsed your email to our warranty team so that they can further assist you." --- Buy at your own risk. Processing a chargeback. Also don't believe all the 5* reviews on their site - unfortunately, I didn't check trustpilot, I regret it. --- Important note: They are NOT an American/California company. They are Australian just launching in the US. Clearly, they don't understand the US market. I don't care if they are from the Moon, just don't lie and advertise "California Specialty Retailer" when you are clearly not.
J Markle
Jan 12,2022l ordered an expensive bike from Bikes Online in September and they have charged my account or $1,000. I never received a shipment. I've placed tickets, left voicemails, sent emails and still no response. I'm concerned this is a scam and not a legitimate company. If you try to call their number on the website, there is no way to reach someone or leave messages. I recognize a global shipping issue but the customer service is awful!
DYDRM
Jan 05,2022ordered my bike a month ago and still havent gotten it. I tried calling, emailing, and online support and got no where. about to report a scam to paypal so I can get my money back since I well not be getting the bike.
Jeff n Marsha Lowe
Jan 01,2022Ordered a bike for Christmas for my husband. I ordered early to ensure it would be here by Christmas as I understand supply delays are real right now. He opened it and put it together on Christmas and the frame is cracked. We requested a return or replacement from Bikes Online and they offered us a $40 store credit. The bike was over $1200! It has not even been ridden once! Terrible customer service. I hope no one else has this same experience.
Randall Houk
Dec 20,2021Purchased 2020 Polygon Path 3 Urban City Bike in Ju of 2021. The Polygon bike is performing as expected for a mid, to mid-low end component bike. However, a small but useful feature, the kickstand is too long for the bike. As a result I have to lean the bike against things everywhere I go. BikesOnline had me send pictures and video of the kickstand. I sent the pictures and video, although limits on attachment sizes caused my first two video submissions to fail. However, I did get BikesOnline a video submission on the third attempt. I submitted the initial request for support on August 13, 2021. I received some email support between August 13 and September 17, 2021. The solution was for me to ccut the kickstand to length. However, I pointed out that cutting the kickstand meant losing the rubber boot at the end of the kickstand. Cutting the kickstand would eliminate a piece that held the boot onto the kickstand. After I pointed this out, I received no more support. I realize this is a small feature, but it is essential in my opinion. I paid for a kickstand on the bike that works, and I expect that from BikesOnline. BikesOnline has not delivered.
Erin W
Dec 14,2021I’m actively trying to fix our situation, and leaving this to try to get supervisor (Vinee) to follow up and as a warning to others . We ordered our kids’ pricey sole Christmas bikes November 25, 2021. Shipping was expected on Dec 2nd. Today (12/13/21) I checked tracking and found it hasn’t shipped! I contacted customer service and found one of our ordered bikes would be shipping “today or tomorrow” and would guarantee to us in Florida by Christmas. But, I found out the other was not in stock, with no estimate on when it would be? The reason the bike is not in stock is “COVID” supply issues. Okay that’s fine, I get it, but why was there a shipping date (Dec 2) when I purchased it? Why was my credit card charged in November? And most importantly, why wasn’t I notified so I could have gone elsewhere to buy the bike for my 9 year old in time for Christmas? I spoke to customer rep Enrique today and identified a possible solution by Christmas. He told me his supervisor Vinee was working on it and would call me before the end of day. He did not. I called back just before they closed and was told that Vinee was in a meeting but would call me today guaranteed, since this is so time sensitive. No call. I’m concerned that this is not a legitimate company. Edit 12/27: we UPGRADED one bike to one that was in stock and they both came by Christmas! Arrived Dec24 at 4pm. It was a nail bitter! Both bikes are awesome. Wrapped great etc. And Vinee did get back to me and was super helpful. I panicked when I first wrote this review (after seeing others). But today I just updated from 1 star to 4.
Steven Anderson
Dec 03,2021I CAN'T RECOMMEND BIKES ONLINE. They are a sales machine without any warranty support or customer service. The Polygon bike I purchased has a crank that has fallen off three times beginning within one month of receipt of the bike. The email I receive are flippant at best.
D Mons
Nov 12,2021WARNING...CANT SAY ANY GOOD...THEY STOLE MY 6000USD...2 BROKES UNDER WARRANY....DONT BUY FROM BIKES ONLINE..
robert
Oct 16,2021The bike I received did not have a seat post or saddle. I submitted a ticket. I have emailed and called multiple times. Was asked twice to send pictures in (I don't know why they need pictures of a bike with no seat, did they expect to get a picture of a bike with a seat?). I was told two days in a row I would have an answer as to how issue was going to be resolved and then I hear nothing at all or an email telling me thanks for contacting them. Their is only one correct answer "We are sorry for the inconvenience, we will get that shipped out to you immediately". The bike looks like it would be awesome. unfortunately it's not worth dealing with bikesonline.com.
John Scott TPV Alpha
Oct 13,2021Paragon mountain bike arrived in 2 months as promised. Out of the box, good bike as advertised except rear disc brake nonfunctional. My first mistake was not returning the bike immediately. Being a rookie with disc brakes, not wanting to wait another 2 months for a replacement, and unaware of the potential cost/complexity of repair, I took it to my local mechanic. He worked with Shimano on a multistep diagnosis/repair process, after which Shimano declared the rear brake mechanism defective and sent a free replacement(Thumbs up Shimano!). Unfortunately, the unexpected labor for this process was not free. My second mistake was not going through Bikes Online for warranty repair. As clearly stated in the warranty, (I suggest reading immediately) if you don't go through their process then Bikes Online won't pay a dime to fix defective parts they shipped. Live and learn. End product seems good. Advise to return immediately if not perfect out of the box.
MICHAEL
Oct 12,2021To start, this score has less to do with the product, and very much is about the after sales service. I am actually pleased with the overall product. I consider myself a well informed buyer in that, deciding factors to go with a Polygon bike were based on metrics such as standover height, reach, head tube angle, suspension kinematics, threaded BB, and unbeatable component spec in the given price range. Most reviewers on youtube confirmed that the bike has great geometry, is well built, and fun to ride. I have an existing bike in my stable with the same drivetrain, so I was confident this was the bike to get. Initially it was a great experience, good communication and follow up on the initial order, faster than quoted delivery, easy assembly, good quality welds and paint, and only a few things off with pre assembly that were easy to correct (i.e. over pressure in the frame shock, wheels out of true). However after about 3 months and less than 50mi. of ownership, the bike is experiencing a significant loss in shift quality. I am diligent with my bike maintenance and routinely clean/inspect after every other ride, use recommended lubricants and cleaners and professional grade, calibrated Wera torque wrenches, etc. To point, what developed was in no way due to negligent ownership. I called Bikes Online customer service and was able to talk with a rep who instructed me to upload a video showing the issue. The video file size maxed out vey quickly which doesn't give the customer or tech support a lot to go on. Nevertheless, the tech sent some tutorials and instructions to self troubleshoot. I'm not a certified mechanic but I know my way around the basics. I was not able to gain any improvements. I contacted customer service again to request reimbursement for a visit to my local shop. The rep Kiko stated that he would try to get an authorization, but in the event he couldn't, he assured me that the bill should only be $20 or so, given the tech's assessment of the problem likely being some indexing issues. Well, the bill came to $70 after troubleshooting, and installing a new shift cable, and still no improvement in the problem. The local bike shop mechanic acknowledged that Shimano 12 speed drivetrains have a reputation for being finicky, but they could not get it to work properly. I then attempted to follow up with bikesonline for resolution. That was 2 weeks ago. Every attempt to email, chat, call the office in Petaluma has not been answered. In short, I thought I did my due diligence, 'shopped the seller', but I regret not spending a few hundred more at a local bike shop. I'll likely be spending that anyway to get this bike running right since bikesonline has gone full ghost on me. The worst part is seeing the disappointment on my kid's face as the joy of his experience has been tarnished. His face was always bright when other riders would compliment his Siskiu. That innocent pride every kid should have with a new bike is lost. Again, I don't blame the product, it could be something that happens with any bike from any of the major brands, (as most brands come from a handful of factories and components are likewise sourced) but at least with a local shop to help get you up and running, your at least able to pedal the thing. Perhaps your experience was or will be better, but if you're considering spending thousands on a new bike, I'd strongly recommend not taking the chance and going with your local bike shop inventory. For what bikes cost now, after sales support is every bit as important as the bike itself. Ultimately, bikesonline and the products they carry will not receive my future business, nor can I in good faith, recommend them to others. I already steered my son's friends, my nephew, and family members to their local shop, after they all expressed interest in the Siskiu. I will share the same message to inquiring riders at the trailhead. I hope Polygon is reading this because their bikes really deserve a better retail partner. Update: 10/10/21- I received an email response: Hi Michael, This is Marinela from the warranty department. We assessed the photos and videos you sent. It seems there's nothing wrong with the KMC chain. The rear derailleur needs to be adjust. We would suggest you go back to the same local bike shop and let them do a back job. Let them do what you paid for. OR you can to go to another local bike shop for reassessment. Please send us a service quote with a note of their assessment so we can check the problem. -- Best Regards, Marinela Customer Service - Warranty Dept. 1-(650)-272-3778 Monday - Friday 9:30am - 5pm PST So my options are to approach my LBS and tell them they need to do a better job, which would negatively impact my relationship with them, or spend additional funds to bring it to another shop for evaluation. Wow.
Steve Lampman
Sep 22,2021I bought a demo from them a month ago. It came with a bent deraillier, I took pictures and was told to send the derailleur back with a tracking number and they would send me a new one. That never happened and it had yet to be resolved, in fact I can’t get any response. I get out on hold forever, told they would contact me by the end of the day. Never happens. So now I have a $3000 bike I can’t ride. They have some nice bikes, but no customer service that I can tell. I wouldn’t by another bike from them! Problem resolved! After some complaining I was contacted by BOL. I worked with Marinella and she was terrific. It took some time to get this resolved, but I think they are short of help and parts are still hard to get. I would now, consider buying again from them.
Laura Holland
Sep 21,2021Bike shipped out quite quickly so I was thrilled for my husband. I’m extremely frustrated because after riding it for less than 2 months (roughly 2-3 times per week under 7 miles each time) something has broken so badly on his back wheel that he cannot ride it. This isn’t the worst part, the worst part is that he’s reached out for 4 weeks now and hasn’t gotten any response that has been helpful. He was told send pictures and videos, which he promptly did, and has been ghosted since then. It would be hard for me to recommend this company based on this. Order # A047207
Jerry G
Sep 14,2021The Xtrada 6 2/11 appears to be a very good bike. I could feel its acceleration immediately. You need to verify the components advertised with what you'll get. They change. Had a problem but eventually resolved it.
Munan Xue
Sep 03,2021These guys will ship scratched & damaged frames as new. I got mine and the frame was scratched up to the point where bare aluminum was showing. Box had multiple layers of tape on it. Clearly been shipped and returned multiple times. I doubt they even unpacked it to inspect before they shipped it onto me or the next sucker.
Kenny Dunn
Aug 31,2021My Mt Bromo came with some issues with the dropper, i contacted via chat (disconnected after long wait), phone message (linked account with number and emailed me request for pics), and email (sent pics, followed up a week later, now another week and no response). Trying to be patient in these difficult times, but I've run out after 3 weeks. Overall a good bike, shipping was fast, but the issue appears to be widespread reading others comments and ill have to either return bike or eat the repair myself (which may be difficult as it appears to be a design flaw with clearance issues with motor and frame). You buy, you're probably on your own, decide if the lower price worth it. You've been warned. EDIT TO THEIR RESPONSE: As I said previously, I sent pics, I followed up, no response
G D
Aug 12,2021They shipped me a bike that had a big gouge in the frame and, despite numerous messages asking them to call me to discuss how to deal with this issue, I've heard nothing back other than an email offering me a pathetic $60 store credit. I trusted this company based on their positive reviews but I now wish I had bought elsewhere. I suggest that others do the same.
Nam Tran
Jul 25,2021I placed an order for a bike in July 7 which showed as available and should be shipped within 2-5 business days. On July 13 I contacted customer service to check on the status of my order and was told the bike was packed and ready to ship. After telling them I was a little bit disappointed due to long processing time, I was told by another representative that my order was cancelled. His name is Enrico Paulino. When I asked why my order was cancelled, he said the thought I wanted to cancel my order even I never mentioned anything about that. When I told him so, he said he rebuilt my order. Yes, placing a completely new order and pretending like nothing happened, and ignoring the fact that I placed an order over a week ago that they did not fulfill yet. He told me my new order should be ship out by the middle of next week for delivery by next Friday or Saturday. I waited until next Friday and contacted him for an update of my order and he said sorry the bike was sold out. This is beyond frustration and shows poor customer service from Bikesonline. I’ll never do business with them
MndTrxX
Mar 12,2022Im soooo disappointed with BikesOnline.com I bought the bike below on Feb 9th: 2022 POLYGON STRATTOS S8 DISC I STILL havent received it after one month! OK! I get it. Shipping issues. But I would appreciate if someone, ANYONE from the company could at least return my calls or emails! A few weeks pass by, and this is what I got: "At the moment, it's ready to ship anytime. We are waiting for FedEx to pick it up at our warehouse in Simi Valley" dated 2/28 Its 3/11/22 and still NO BIKE! Im pretty sure this is NOT a FEDEX issue. I've emailed and asked if I could CANCEL the order and provide the refund process info. I WAS GHOSTED! So now, Im wondering did I just get SCAMMED out of almost $3000?? Will I need to SUE this company?? If I do receive the bike soon, will it have issues working properly? Or a missing part? Then deal with MORE HEADACHES on returns, warranties, exchanges, REFUNDS, etc... I should've done MORE RESEARCH on this company before buying: See BBB's BikesOnline reviews! So... For now, I will keep reaching out and hope for the best. All Im asking for is to receive a bike that I payed for thats in great working order. Is that too much to ask?