"Everything with bikes online was great. Ordering process was easy, and even with a slight delay in shipping customer support kept me up to date. The bike is proving to be even better then I expected."
"The company was very helpful when I inquired about delays in shipping!
It turned out, the issue is with FedEx and everything was delivered on time.
The way this bike was packaged is unlike anything I've ever seen and the customer service and quality and build are unparalleled."
"I wrote a review about my 6yr old's mt bike saying that it was great but that the gear shifter was difficult for her to use. A customer service rep called and emailed me a couple days later saying that I should take the bike into our local bike shop and have it repaired and Bikes Online would cover the cost. After sending them the receipt they reimbursed me immediately. That is outstanding customer service and I would highly recommend buying a bike from them! "
"The customer service and shipping departments both lie. They will claim they are shipping the bike, send you tracking numbers and not actually ship the bike.
After not seeing any movement with the tracking, I called two days later and now they claimed "Oh, we are just waiting for your multitool, that's out of stock." I said okay no problem, can we just take the tool off and ship the bike.
After asking them if it will finally be shipping out today they said "No sorry, not today"????????????????
What an absolute waste of time, terrible company and logistics model.
Don't false advertise products in stock when you know that they are on back order and have customers waiting for things that aren't actually going to arrive."
"Got polygon d5 about a month ago (package was delayed) , and it came with a faulty front wheel and chainring. I have only discovered after I threw out all the boxes. Their ridiculous return procedures are designed to keep customers from returning faulty products. Who keeps those giant boxes for 14 freakin days?? They won't approve my review on their page, and even have the audacity to remove my comment from their Instagram page. Disgusting."
“Hi,
Thanks for taking the time to leave us a review and sorry to hear about your experience with us.
Usually we would need photos and a description on arrival. We try to determine how the product was damaged whether it be due to transport, warranty defect etc. This is so we can better improve our Customer Experience.
We do try to help our customers as quickly as possible with the best outcome.
Sometimes we do require a part to be returned to us to be able to claim warranty (sometimes it is easier to have the whole bike shipped back), for bigger items they do require to be packed safely in a box.
We understand this is not the experience we would like our customer to have it is sometimes our only option to have parts/bikes collected for repair or replacement.
Please let us know if you have any further questions or concerns.”
"I ordered a bike from bikesonline.com and was overall happy, except the bike I received came with different, much inferior tires! When I contacted their customer service, they didn't even know that the manufacturer was swapping out crappy tires and said they are not going to do anything, because it is SUPPOSED to come with the tires shown in the specifications, they must have just been a shortage when they assembled mine. They offered no solutions to my problem and basically blew me off. I would have been happy had they sent me the correct tires, offered a partial refund to make up for the difference between tires, or even a store credit would have been fine. Instead nothing... "
“Hi,
Thanks for taking the time to leave us a review
Sadly we are never aware of changes made from the factory until a product arrives. Often parts are changed because of the demand and stock levels within the factory. Parts are replaced with something similar to what is advertised and we try to update our website once we are made aware of the changes
We hope you are enjoying the bike. ”
"Bikes online has been all around a terrible experience. We just got the Polygon Vender T7 - we've had it for 5 days. We come to find out the rear shock is leaking air. Costumer service tells me they can not help with with that issue and the 14 day return policy will incur fees if because it was ridden once (hence how we found out there was an issue with the shocks). This was not a cheap bike.I would NOT recommend this company to anyone and I am highly displeased."
“Hi Christina/Andrew we looked into your situation and if there is an issue with your new bike it's best to let us know right away vs taking to a shop. In your case, you didn't know there was a leak in the shock before you took it to your shop to get the suspension dialed. We did try to help you with the issue and presented you with two options: You can send the shock back to us to handle the warranty and as stated in our email to you we will cover $50 in services or have your shop work with Rockshox directly to handle this, which is usually quicker.
You also asked about returning the entire bike however when asked if it was ridden you said yes for 2 days. Per our policy which is noted on our website, if bike has been ridden we cannot accept a return. If we do make an exception and there is damage or scratches you may not receive your complete refund.
We are just waiting on your decision. ”
"These polygon bikes are great for the money. I bought another one for my wife. "
"I bought a brand new road bike from them 1 month ago. Rear hub broke on the second ride and they are refusing to warranty the part. Buyer beware. I am going to have to pay out of pocket to have a new wheel put on. "
“Hi BWimmer
We had a look into your situation and we are not refusing to warranty your hub, we asked you to provide images/videos so we can assess the problem. This process is stated on our website so all customers are informed before they make a purchase.
Where Products are already faulty or damaged upon delivery, photographic evidence of the damage must be submitted to Bikes Online After Sales Service via email before the Product will be repaired or replaced in accordance with these terms.
You decided our process was ridiculous, didn't send any images, and told us you'd go to a bike shop on your own and write a bad review.
We are sorry you prefer not to follow our policies. ”
"Well, they took my money, and I can't login with password I created, and it doesn't send me anything when I request lost password. They also have a track order without a password yet my order doesn't show up!!
So I guess I have to file a credit card dispute and then order from a legit company!"
“Hi,
We will contact our web team and look into why you cannot reset your password. Submit a ticket here https://support.bikesonline.com/support/tickets/new and we can take care of this for you manually. You order is with our warehouse team and it can take up to 5 days to process orders as noted on our website
You placed your order on a Saturday and we are closed on weekends, so we have until this Friday to get your order out. So sorry you feel we are a scam. ”
"Ordered a T7 from them, it shipped well beyond the said scheduled ship date which is cool. Box came almost mangled, worried about the bike I opened on the spot. Low and behold the front wheel looks incomplete. No end caps! how can I use a brand new $2000 bike if its missing parts. you pay a decent amount in bike and yet you get crappy assembled bike. Protection was awful, there where scratches on my crank and some on handle bars. Ok I am fine with the scratches but for god sake I want to ride my bike!!! Can't they send the parts any faster? its just front hub parts!
Oh and Fedex was a horrible choice for shipping bikes! box is almost mangled, delivery is always not on point where they said they will deliver. Just overall please complete my bike! "
“HI,
We are so sorry about the missing parts sometimes they end up stuck in the packaging, we have contacted Polygon regarding this. It is noted on our website that it can take up to 5 days to process orders and that was not mentioned to you in the email we sent, stating we will send end caps.
We have spoken to that agent. We also see the end caps are arriving to you tomorrow, March 19th. ”
"Tried via phone, email and chat. Can't get a real person. Guess they have too much money and don't need sales"
“Mike,
We looked into this and see you chatted to us on Feb 25 and we responded to that the same day but there was an error and it didn't actually go through. We are so sorry and are looking that.
We also searched your email address on your account and only see the chat conversation that we responded to and no other emails from you came up. We also see one abandoned call from you on Jan 25 at 5:11pm eleven minutes after we closed for the day. ”
"My bike arrived January 12, 2021. I have two open issues with bikesonline about the N7. One for missing parts to the front hub making the bike un-ridable--so I still have not even been able to ride the bike. I've emailed all the pictures requested and have tried to patiently wait but still no help or new update from customer service. One email bikesonline did send stated "Polygon does not send us original spare parts for all bikes." I guess the N7 is one of them. And they even suggested on the phone that I try to find the missing part myself. Which means based on my experience, I don't think you can rely on any warranty for the N7. Second, I researched and paid for the N7 based on listed spec's back in November 2020. When I paid for the bike the Rear Shock was advertised to be the Fox DPX2. The purpose of buying the N7 was based on the spec's including a Fox DPX2. I relied on that fact when buying the N7 but that's not what I got. Instead the rear shock is the Fox DPS, which is an obvious downgrade. I opened a separate ticket about this issue through bikesonline's resolution center but I still haven't even had any contact or a reply about it. Moreover, I was the one that had to bring this to bikesonline's attention. bikesonline should have been aware of this issue and made sure it was right, rather than ignoring it and hoping the customer wouldn't catch it. I can't trust bikesonline or Polygon to recommend to anyone. Rather, my word of mouth to others will be based on my experience that bikesonline and Polygon supply different and downgraded parts then promised; Polygon does not supply and bikesonline has no access to the parts of the bikes that are offered for sale, which means your out of luck if you need a replacement part from them or they'll suggest you spend your time and money doing what they can't--which raises the question, how can they even offer a warranty if they can't access their own parts to the bikes they build or sell; and bikesonline customer service does not respond or is unwilling or unable to help. Oh yeah, and annoyingly the N7 has no braze-ons or rivnuts to attach a water bottle cage."
“Thanks for your feedback. Yes that is correct we aren't provided with many stock parts so we have to order them. The hub piece arrived today and we are shipping it ASAP.
We have offered a $150 refund for the incorrectly advertised shock. We do not have shocks in stock, we are a bike distributor for Polygon. This is not a warranty problem as there isn't a defect on the DPX2 you didn't received it nor do we state that if incorrect part comes on bike we will send the correct one. We do state on every page: Occasionally, without notice, manufacturers change product design and/or specifications.
Our customer service agents do not mange the website but when mistakes are found they contact the web team immediately.
We apologize for this inconvenience and you are welcome to send the bike back for a full refund.”
"Just wanted to share my ongoing experience with bikesonline.com in case anyone was interested in their bikes.
I purchased a Polygon Siskiu N7 due to the value and decent components, but I regret that decision so much right now.
1: Bike took 3 months to arrive with no updates throughout the process
2: Bike came in the INCORRECT size. I pulled the frame out and instantly noticed it was labeled "Size L" instead of "Size M".
I emailed Support and they told me they had "manufacturing issues" where the incorrect stickers were placed on the wrong size frames and tried to assure me I had the correct frame size. Yeah- no thanks!
I proceeded with the return process.
3: Bike was only taken out for inspection and was repackaged exactly the same way it came after discovering the bike was labeled with the incorrect size.
4: BikesOnline receives the bike and charges me $65 for damages due to "improper" packaging. The bike was packaged exactly how it came.
5: BikesOnline refuses to honor their "Free 14-day Returns" policy.
Avoid BikesOnline at all costs. The whole process was, and continues to be, a nightmare!"
“We had a look into your situation. You pre-ordered your N7 with an estimated ship date of Jan 21.
1. We did experience delays at the warehouse in early Jan that our 3rd party shipping company never told us about until a week an half later so all of our customer service agents were left in the dark. We finally sent an email to all customers affected, to allow 2 weeks for the warehouse to catch up. That delay took way longer to correct so we really apologize for that. We see your N7 was delivered on Feb 12.
2. Some our bikes were labeled incorrectly and most of the time the sticker is wrong but the bike is the correct size. We asked you to check to see if it was in fact the incorrect size and you opted to return it.
4. There was some confusion with damage from improper packing or if those damages occurred during shipping. We are speaking to our team regarding that confusion. We reversed the $65 charge back to you as stated in an email sent to you yesterday.
5. We never refused to honor the return policy. You decided to return it and we send scheduled a FedEx pick up for the next day and sent you a return label.
We are terribly sorry for the experience you had with Bikes Online.”
"They left a part out of my new $1400 bike I told them about it last Wednesday Feb 17th , and requested that they send the parts quickly , well it’s Monday and the part still hasn’t even shipped, despite me being about an hour and half away from the warehouse where bike was shipped. Update, post office picked up today Monday Feb 22nd, won’t get to my house until Friday the 26th ! Im in the same state !"
“Hi we apologize for the missing parts for your bike!! We will look into why it took so long to get out the door. We do have a notice on our website stating that it can take up to 5 days to process orders. Your replacement parts order was placed on the 19th and shipped on the 22nd.
We cannot speak for the delays experienced while with USPS we see it was delivered on the 24th. ”
"I placed order on Feb 12. Got a tracking on Feb 15 and today is Feb 19th FedEx saying they don't have my package only shipping label created but bikesonline saying FedEx is honest to the customer. "
“Hi we have been experiencing scanning issues with FedEx and have posted a notice on our homepage regarding this https://www.bikesonline.com/shipping-update/
FedEx Tracking Issues
As you may be aware, FedEx has had a huge increase in orders from the holiday period, and we are still observing some delays in a small percentage of orders. When you receive the email with the tracking number for your order, we can assure you your order has left our warehouse that day. Orders are then picked up and reach the FedEx warehouse, where they wait for an open slot to be processed. The process might take a few days and to the FedEx website tracking and FedEx Customer Service agents, the bike has not entered their system. Bikes Online are monitoring this issue with FedEx and doing everything we can to keep you informed about the status of your order. If you are affected by this issue, we ask for your patience while we work on a resolution with FedEx.
We are so sorry for the delay but we can assure it has left our warehouse. Bikes are eventually arriving to our customers but the scans are not happening so FedEx customer service is seeing that they don't have the bike. ”
A rep from Bikes Online, BikesOnlineS, has responded:
“Hi
Thanks for your review and sorry about your experience with us
We have a high demand of orders going out at the moment, we are finding it is taking a little while for the tracking to update due to orders getting marked as shipped and FedEx taking a little longer to scan the barcode onto their trucks.
We hope you are enjoying your new bike.
Please let us know if you have any further questions or concerns”