"I got a siskiu n7 the price is great. When delivered to the house there where some damages to the frame due to shipping. I contacted bikes online and they quickly sent me a new bike for the next weekends ride I had planned and picked up the other one! Def happy with customer service. Packaging could be changed to help prevent damage. But all in all they took good care of me"

"I have been wanting to purchase a Dual Suspension bike for some time and one I want out of stock have not been given a date of restock which is really a bummer because 'd really like to purchase it now. I've inquired about when it would be restocked but have yet to get a response so just a little disappointing and wish someone would get back to me."

"Received the bike on time but unfortunately it had a flat front tire. However, after a quick email to customer service, I was refunded the cost of a new inner tube, quickly. Looked like the inner tube had gotten pinched during install but thought it should have been caught though before shipping. Who knows, maybe it happened while traveling half way around the world to get to me. :D"

"Everything worked as planned and Junior received his first bicycle from Santa as planned. The assembly was simple and the bike worked very well when Junior rode it for the first time. I am very pleased with this purchase."

"There are many bicycle (bike) retailers such as bikesdirect.com, Walmart, Amazon, a local sporting store, or a local bike shop. I chose to purchase a bike from bikesonline.com.

On Dec 11, 2020, we purchased a 2021 Polygon Premier 5, from bikesonline.com. Apparently they contract with FedEx for delivery. My bike was scheduled to arrive on December 17, 2020.
On Dec 16, the bikesonline & FedEx tracking confirmed this.

Dec 17, the bike had not arrived by 10 p.m., so I checked the FedEx and bikesonline.com tracking systems expecting to see an update. Now neither had a delivery date.

On Dec 18, I called bikesonline customer service and explained the bike had not arrived as expected, there was no tracking information, and no one alerted me to a change. The associate explained FedEx was overwhelmed, may have used a 3rd party delivery company that did not have the ability to update the tracking system, and the bike should arrive by December 21. It did not.

On Dec 21, at 5:30 p.m., I called bikesonline.com tracking section. The associate did not know where the bike was, or when it would be delivered. She only knew the bike went to FedEx on Dec 14. She told me to, “just wait another week to see if the bike arrives.” I explained her resolution was unacceptable because she had no information on where the bike was located. I asked for a refund.

She then told me I had to submit a claim to FedEx for a lost package. I declined and explained I was not responsible for a package they sent, which I had not received, which neither her nor FedEx could locate.

She then offered to email me a return label, to use to return the bike when it arrived, so I could get my refund. I declined the offer and again explained I was not going to wait indefinitely in hopes that the bike will arrive, because that could be in a 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, because I was never in possession of the bike. I re-emphasize, they and FedEx lost the package.

After I repeatedly explained that I was not taking responsible for losing the bike, was not going to wait and hope that it shows up, and I wanted a refund, she agreed to giving me a refund. This came with a catch. It was going to take 10-business days to process. I asked why I had to wait that long when bikesonline.com did not wait 10-business days to charge my credit card. She deflect by blaming me by saying it was my credit card’s policy. This is news to me. Apparently Walmart, Amazon, Target, and numerous other online retailers have been violating Visa Credit Card policy because they usually process my refunds in about 3-days. In some instances the refund is credited to my account after UPS takes possession of the package.

On Dec 21, the bike still had not arrived, so I posted a negative review on bikesonline.com Facebook page and two other forums.
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.”

1st, it should not have taken this long to get an update. 2nd, do they not track items after it leaves their warehouse. If I had not called would they have ever known the bike had not been delivered? I work in healthcare. In most instances, when I get a complaint it is not for poor service. It is for poor communication. Patients are made to wait and no one explained why or when they would be called. Had bikesonline.com communicated this message earlier I would have still been upset, but would not have complained because I would have known the reason for the delay and had a new delivery date.

FedEx is equally responsible for this mishap. Reviews show it is notorious for consistently missing delivery dates and losing packages.

23 Dec update. Received message from FedEx. My bike is supposed to arrive Dec 29. It appears it had been sitting in Carson CA, Dec 14 - 23, because of, “Shipment exception Barcode label unreadable and replaced.”

At this point its senseless to research another company and bike, because a new bike would likely arrive around the same time (Dec 29th).
"

"After months of research and comparisons, I bought the D7 full suspension, the availability of models and sizes was limited.
Ordering was easy.
I am very impressed with my purchase the components is a great value on their own.
The wait was long but more than worth it now.
A great purchase."

"I really wanted to give them 5 stars, but I have yet to get an entire bike. What's good, first the bikes are good and inline with prices are at the higher end of similar products, but they have bikes in stock now. Also good, the setup of the bikes, the method of packing them and then assembly is a few steps once they arrive. I end like the tools they ship. Their customer service is where it falls apart, the shipment was sent and then I was notified that there was a problem, that they were research and let me know. They never did. The bikes arrived, the first one was completed and is now assembled, The second one was missing the box of parts and tools to assemble the bike. I contacted the company thru their website and was told they'd need 24 hrs, at which point they told me they needed more time, after three days, the manager Enrico, told me he'd gotten approval to order and ship me the parts. That will take another 5 days to ship out and then whatever time it takes to arrive, I can then put the bike together. They need to QC the shipments better, because my experience of missing parts seems to be pretty common. I'm bummed because I really want America company's to succeed, I guess this one is just struggling to keep up with the demand."

"BIKES ONLINE
My overall experience was poor. The “L” frame bike is considerably undersized for a 6’ frame rider. No 27.5” wheel in a XL frame is even offered. The handlebars required new risers and stems just to give some semblance of an actual “L” frame bike. The “tech” I spoke with was no tech, but instead a sales person of alarming ignorant proportions. pretending to be a tech. No live tech chat was ever available, only email. I believe BikesOnline simply to be a drop-shipper for Polygon Bikes, with a slight markup. "

"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."

"Ordered a bike and was delivered on time, with that said it is missing a parts box that included the pedals, qr stem and manuals. I called and talked to someone in customer service that day, they said they had to put in a ticket. 24 hours later they entered the ticket and said the service dept will review this is 2 to 3 days. 2 days later they apologized and said they will send the parts out in 2 to 3 days. Here we are still no tracking # because apparently it's really difficult to send a 10x8 inch box FedEx. When they finally figure out how to mail a package I'm sure it will be another week before I get it"

"Seamless online ordering. Easy to find specifications and 99% professionally built. Top notch components at a great price. I couldn't be happier with my purchase."

"Misleading, liars, worst customer service experience I've ever dealt with. "

"Wonderful experience. good communication with them through emails. easily assembled. no adjustments where needed. have been on 4 or 5 15+ mile rides. (city streets & bike paths) Still solid and shifting properly. 1st bike I’ve owned in over 15 years."

"So I had never heard of this company before but came across what looked like a sweet bike for my son (Polygon Relic 20). I was a tad cautious but could not find that bike anywhere else so figured I’d try, especially because the price for this quality bike with this set of components could not be beat. The bike was out of stock but I kept checking back and luckily got in on a pre-order window. Some other reviews will state that customer service is non responsive but Kevin and Enrico on the team were actually pretty responsive and patient with my impatient self. But, although there is a wait, and although you might not get an instant reply, they are pretty good. But what I wanted to make sure y’all knew is that this company is quite legit and has a really cool service. Once the bike came it was all well worth the wait. The unboxing is pretty cool and they actually give you a week set of bike tools to assemble the bike (minimal assembly required). And I mean real bike tools. Like a full folding Allen and screwdriver set and an actual bike pedal wrench, not some crappy disposable set of tools. That’s like $40-50 right there. But most importantly, the bike is SICK. His friends with Specialized bikes that cost twice as much are now begging their parents for a Polygon. The kid can’t stop riding it and is so pumped. So, was there a wait? Yeah. Are we in a pandemic? Also yeah. They feel a bit more like a start up to me so be patient with them and support small businesses like this one. You won’t be sorry. "

"They never live up to their own delivery schedule. Subsequently, they never provide a proper reason for the delivery delay and continue to lie and blame courier service for not picking up the package when the package is not even ready.


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