I can’t rate the product because it has not arrived yet; however, I can rate the poor customer service I have received from bikesonline.com. I could have easily purchased a bike from other retailers such as bikesdirect.com, a big box store, Amazon, a local sporting store, or a local bike shop. But I chose this company instead.
On December 11, 2020, my wife Tracy purchased a 2021 Polygon Premier 5, from bikesonline.com, which they shipped through FedEx, on December 14, 2020.
On December 16, the bikesonline site showed the bike would arrive by the end of the day on December 17, 2020. It did not.
On 17 Dec, I checked the FedEx and the bikesonline.com tracking systems. Now neither had a delivery date. The FedEx online system could not even find any information for my tracking number.
On December 18, I called bikesonline customer service and explained I was upset because I had not received any notice for delayed delivery and theirs and FedEx’s system showed nothing. The associate explained FedEx was overwhelmed, and the bike might arrive over the weekend; and if not, then by December 21.
On 21 Dec at 5:30 p.m., I called bikesonline.com customer service and spoke to someone in tracking. They could only tell me they sent the bike to FedEx on Dec 14. They could not tell me where it was or when it would arrive. I was told, “just wait another week to see if the bike arrives.” This is likely “company policy,” so I don’t fault the associate; however, this is completely unacceptable. I voiced my dissatisfaction and requested an immediate refund because no one could locate the package, or give an anticipated delivery date.
The associate then suggested I submit a claim to FedEx for a lost package. I told her, “wrong answer.” I asked her why should I have to submit a claim to FedEx for a package bikesonline.com sent, which I had not received, and neither they nor FedEx could locate.
She then offered to email me a return label, which I could use to return the bike when it arrived. Wrong answer yet again. I am not going to wait indefinitely in hopes that the package will arrive, which could be the following day, week, month, or year. I further explained that I disagreed with the policy of bikesonline.com holding my money hostage until I return their bike. I re-emphasize, they and FedEx lost the package.
After I explained that I was not going to initiate anything since they lost the package, she agreed to giving me a refund. She then said I will have to wait 10-business days for it. I told her I had a problem with the 10-day wait. I explained bikesonline.com did not wait 10-business days to charge my credit card. She tried to deflect the blame onto me by saying it was “my credit card’s policy.” I have returned products to Walmart, Amazon, Target, and numerous other online retailers. 3-days is the average turn-around time for a refund.
I paid for a bike that was supposed to arrive on December 17, so I could ride it that coming weekend. On Dec 21, I posted a negative review of bikesonline.com on Facebook and two the venues.
On Dec 23, bikesonline.com, sent me the following message. “FedEx has informed us that your order #A021…. is experiencing complications in delivery. We are in contact with FedEx to have it resolved as quickly as possible. We will continue to monitor your order status and might be in touch if we require further delivery instructions from you.”
Why did bikesonline have to wait for me to complain before giving me an update. I entered into a contract with bikesonline; I pay them what they asked for the bike, they give me what I paid for. It appears their responsibility ended when FedEx took the package. Granted FedEx deserves its share of the blame, but I did not give them my money, I gave it to bikesonline. I work in healthcare management. I have found that most of my patients didn't complain because we made them wait. They complained because we did not tell them they would have to wait past their scheduled time, and why.
Collin Bailey
Dec 24,2020I can’t rate the product because it has not arrived yet; however, I can rate the poor customer service I have received from bikesonline.com. I could have easily purchased a bike from other retailers such as bikesdirect.com, a big box store, Amazon, a local sporting store, or a local bike shop. But I chose this company instead. On December 11, 2020, my wife Tracy purchased a 2021 Polygon Premier 5, from bikesonline.com, which they shipped through FedEx, on December 14, 2020. On December 16, the bikesonline site showed the bike would arrive by the end of the day on December 17, 2020. It did not. On 17 Dec, I checked the FedEx and the bikesonline.com tracking systems. Now neither had a delivery date. The FedEx online system could not even find any information for my tracking number. On December 18, I called bikesonline customer service and explained I was upset because I had not received any notice for delayed delivery and theirs and FedEx’s system showed nothing. The associate explained FedEx was overwhelmed, and the bike might arrive over the weekend; and if not, then by December 21. On 21 Dec at 5:30 p.m., I called bikesonline.com customer service and spoke to someone in tracking. They could only tell me they sent the bike to FedEx on Dec 14. They could not tell me where it was or when it would arrive. I was told, “just wait another week to see if the bike arrives.” This is likely “company policy,” so I don’t fault the associate; however, this is completely unacceptable. I voiced my dissatisfaction and requested an immediate refund because no one could locate the package, or give an anticipated delivery date. The associate then suggested I submit a claim to FedEx for a lost package. I told her, “wrong answer.” I asked her why should I have to submit a claim to FedEx for a package bikesonline.com sent, which I had not received, and neither they nor FedEx could locate. She then offered to email me a return label, which I could use to return the bike when it arrived. Wrong answer yet again. I am not going to wait indefinitely in hopes that the package will arrive, which could be the following day, week, month, or year. I further explained that I disagreed with the policy of bikesonline.com holding my money hostage until I return their bike. I re-emphasize, they and FedEx lost the package. After I explained that I was not going to initiate anything since they lost the package, she agreed to giving me a refund. She then said I will have to wait 10-business days for it. I told her I had a problem with the 10-day wait. I explained bikesonline.com did not wait 10-business days to charge my credit card. She tried to deflect the blame onto me by saying it was “my credit card’s policy.” I have returned products to Walmart, Amazon, Target, and numerous other online retailers. 3-days is the average turn-around time for a refund. I paid for a bike that was supposed to arrive on December 17, so I could ride it that coming weekend. On Dec 21, I posted a negative review of bikesonline.com on Facebook and two the venues. On Dec 23, bikesonline.com, sent me the following message. “FedEx has informed us that your order #A021…. is experiencing complications in delivery. We are in contact with FedEx to have it resolved as quickly as possible. We will continue to monitor your order status and might be in touch if we require further delivery instructions from you.” Why did bikesonline have to wait for me to complain before giving me an update. I entered into a contract with bikesonline; I pay them what they asked for the bike, they give me what I paid for. It appears their responsibility ended when FedEx took the package. Granted FedEx deserves its share of the blame, but I did not give them my money, I gave it to bikesonline. I work in healthcare management. I have found that most of my patients didn't complain because we made them wait. They complained because we did not tell them they would have to wait past their scheduled time, and why.