"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."
"I ordered a bike for my son (8 yrs old). First, the bike shipped and arrived early and I was super happy with the notifications that I received upon getting it. Per their website, each bike is pre-assembled before it ships. The bike is a beautiful bike and I believe that it is made of very high quality. However, the tire was flat. I was under the impression that this was a tubeless tire and I tried to get it to seat but had great difficulty. After taking it to the local bike shop they confirmed that the tube was in fact busted. I paid the $20 to have the tube replaced and installed. However, this should not have occurred for a new bike that was already assembled. I contacted customer service and they said they would look into the issue. Also, not a big deal but the reflectors were not pre-installed and they were missing their nuts. In the future, not sure if I will use Bikesonline. If I have to go to the local bike shop to get something fixed whats the point of ordering on-line?"
"My son is riding the D7 and I have the T8. The quality is undeniable! It is truly amazing that, in 2020, one is given such great choices. COVID-19 has put a temporary hold on ice hockey for us. Fortunately, we are also avid MTB enthusiasts and we exploring every local trails in our area in San Diego. Quite honestly, I could not have gotten better value and quality for the money. Kudos"
“Nice to see its a family affair!! Glad you are enjoying bikes and are able to get some fresh air. ”
"I rated my overall experience a 3 as the products they sell are good (4 stars) and great customer service from Tatiana (5 stars) but I’m not satisfied with the shipping/packaging of the bike, compensation for a damaged bike, and missing stickers (2 stars). A new bike should be new, without scratches and not missing anything. My MTB will eventually have scratches and dents but let me make the them. My time and effort to get this resolve, find a solution to fix it, and hopefully cover the scratches soon, is worth more than $50. Since they did offer to take the bike back for a full refund, I believe they stand by their products (5 stars). However, if I were to rate if I were to buy a bike again from Bikesonline, it would be 2.5 as my options were not the most satisfactory: keeping the damaged bike and minimal compensation vs returning the bike and having no replacement.
Scoring reasons:
Bought the 2020 Polygon Siskiu D7 Dual Suspension Mountain Bike and an air pump. Buying was simple and easy. Delivery was fast, as I received both within two weeks of the purchase.
When I opened the box, the pump was on the upper tube of the bike. As I took out the air pump, I noticed several deep scratches on the upper tube. Two scratched areas are about 2 inches long with several scattered smaller scratches/dents. Unfortunately, the air pump was wrapped in a thin bubble wrap and the base of the pump is a thin metal which appears to have rubbed on the bike during delivery. The bike was scratched in some areas down to the silver aluminum frame. I received the bike on a Sunday and I immediately sent an email regarding the scratches. Over the next few days I attempted to contact them: called several times but only reached a voice mail indicating “no customer service agent was available” and left two messages. I tried to contact them using "Live Chat", however, this feature is offline and only option was to leave a message. I looked at some reviews of Bikes Online which indicated they respond slowly or not at all. After reading this, I tried to call frequently but never talked to anyone. Maybe they should consider giving customers a timeline of when to expect a call back.
I finally decided to unpack the bike as hopes of getting a replacement or some compensation seemed dim and I needed test ride the bike. The rest of bike was well packed with foam cushions preventing any metal to metal contact. Putting the bike together was easy and done in less than 1 hour. It seems to be a good bike for the one day I road it on a beginner/intermediate trail.
3 days after my first attempt, I received a call back from Tatiana in customer support who was friendly, apologetic and understanding. I sent her pictures of the scratches via email and got an reply immediately that she would send it to their warranty department for processing. A few days later, she replied that they can offer $30 for compensation. I requested at least $75 so that I could purchase a vinyl wrap and other items for installation or if I could return the bike for a full refund. I was looking at all options. She replied the next day, with an offer for $50 compensation or I could return the bike for a full refund. Although not satisfied, I decided to keep the bike and accept the $50 because the bike is on back order, it seems to be a good bike, and I didn’t want to wait or search for another bike.
A friend bought the same bike a few months ago. While looking over his bike, I did notice a couple of missing stickers on the rear shock: the on/off and percentage stickers (see the pictures- my bike on left and friends bike on right). Although it’s a minor issue, I am fairly new to the biking world and can’t help to think if anything else is different or missing.
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“Thank you for the honest feed back and a break down of your rating. We have changed the shipping of floor pumps and they now arrive in a separate box. We have also expanded our customer service team due to the exponential growth we've seen since Covid-19 hit.”
"I purchased a polygon bicycle for my son but the package arrived missing a bolt to hold the seat steady. After multiple correspondence with Zach from the warranty department (single person in department I think), he insisted that I buy the piece myself from a local bike shop and that he would reimburse me after showing him the receipt. I had no idea what the piece should look like and which local store would carry it so I asked him to have the piece shipped to me. Several days later he said the piece was being shipped from Australia and would take some time to get to me. It has been one month with no word from Zach or the missing piece. I have emailed him but he has gone dark. After this terrible experience with warranty, I would not recommend purchasing from here again. I would be happy to forward the correspondence I had with warranty to anyone interested in seeing the company they might be dealing with."
“Hi Ed followed up on this and I see the seat clamp bolt was delivered on September 14th. Hope you enjoying the Rudge!
We do not have a lot of small parts in our office as we receive fully built bikes directly from Polygon so it's usually quicker to advise on a visit to a local bike shop for certain parts. We are working on building an inventory in our California office of proprietary parts from Polygon so our customers can have a much better experience and be back on their bikes quickly. ”
"When I first rated Bikesonline.com I was fairly frustrated with their customer service. Due to a Covid-19 and a technical issue my bike was sold to me with an inaccurate ship date. I worked with Tatiana in their customer service department to find a resolution. I wanted to update my review because initially, I made a review on pure emotions alone. Logically, I believe that this company is reputable and they have earned back my trust as a consumer. I recommend that anyone who is looking for an awesome Polygon bike to shop at bikesonline. "
“Thank you for being honest and editing your review. We understand how emotions can get elevated when something like this happens so thank you again.”
"You guys were prompt & informative throughout the order/delivery process for what I ordered. Wish you were more of a one-stop destination for all my bicycle gear, parts, tools & bikes.
Steve"
“Steve, thanks for the feedback and hope you are enjoying our products! ”
"I ordered my bike over a month ago I experienced shipping delays. FedEx lost my package they told me I needed to file a claim with bikes online. I responded to the service email bikes online sent to me that night it was sent. I have not had a reply from them for over a week. Garbage company with no regard for service. I’ve had to file a dispute with my credit card company because they will simply not respond to my numerous voicemails emails and dispute submissions on their website."
“Hi Daniel, thank you for your review.
We looked into the issues you are having and fully understand where you're coming from. We are terribly sorry you're not happy with our service. This is not the standard of service we aim for at Bikes Online.
We have been keeping tabs on FedEx to see if we can track your bike and get it delivered, unfortunately that has not yet yield any positive results. We should have been updating you during this time so we apologize for that and will stive to do better. Under normal circunstances, we would ship you a new bike and try to get the first one returned back to us once FedEx finds it. Sadly, we have none in stock to be able to ship you one. We are happy to issue a full refund on your purchase or, if you wish, we have more coming in a couple of weeks that we can ship to you.
Thank you for your feedback”
"Ordered the entity carbon pedal at an awesome price and they delivered within a week! Very impressed!"
“Thanks for the feedback! ”
"I am very happy with the quality of my sons bike. There was a minor issue with a brake rotor that was handled by customer support in a very timely and professional way. Thank you"
“Excellent, thanks for the feedback and glad our support team was able to assist in solving the issue. ”
"We spent a considerable time searching for an upgraded mountain bike for our son. Someone mentioned to check out BikesOnline.com and so we did. We were looking at the 2020 Polygon Xtrada 5. Our experience working with Meghan in customer service was exceptional. She went above and beyond, providing in depth information to our every question and assisting us in finding the perfect bike. We did decide to purchase the Xtrada 5 and are extremely happy. It's a great bike for a great price. It arrived on time and was easy to assemble. My son loves it! He's out on the trails almost everyday with his uncle. We've ridden it and it's a great ride. We're planning to get our next bikes through bikesonline.com in the near future. Thank you Meghan for making the experience match the quality of the bike!"
“That's excellent and we are so happy your son is enjoying the Xtrada 5 so much. ”
"Great Online bike retailer!"
“Thank you for the review, we appreciate your feedback!”
"I recently purchased the Polygon Cascade 4.0 and so far I have been very pleased with the services and the product Bikes Online has produced. I purchased my bicycle a few days before their free helmet promotion but with a simple e-mail Serena had a helmet shipped my way free of cost. I will most certainly purchase more accessories and gear from here."
“Hope you are still enjoying your Cascade 4 helmet. ”
"It took a week I got my bike put it together and was riding 15min after I got it plus I could not find a bike with these parts any cheaper anywhere I got alot of bike for my money .I could not be happier "
"Received some really detailed product feedback. I was looking at running alternative wheel/tire/fender combinations, and customer service recruited some folks from product to actually pull out a tape measure and check it out. Fantastic, all around."
“Glad we could assist you with that decision. ”
"Certainly one of the best experiences on buying bikes online. "
“Excellent, thanks and hope you have been enjoying your T7! ”
A rep from Bikes Online, BikesOnline, has responded:
“We are so sorry the tire was flat. If our website states tubeless we mean its tubeless ready. We do not ship bikes with sealant in the tires. You'll need to purchase a tubeless valve and the sealant. Did you submit your receipt for reimbursement on the flat tube fix? If not please email us and we will be glad to refund you. Our bikes come with wheel reflectors and we leave the front and rear reflectors off the frame so they do not get damaged during shipping. Did you ask our customer service team for new bolts for the reflectors? This is the first time we've heard of the reflector bolts missing. ”