BikeExchangeReviews of bikeexchange.com

The bike on Bike Exchange was listed as “new, in box, with full warranty”. The actual bike was a previous rental bike from a shop in Florida. The only reason this is not one star is because the bike shop was very professional and understanding, and the whole cancellation went smooth.

Purchased a 2021 Trek Emonda SLR6 through BikeExchange from Trek (Mt. Pleasant, SC). Purchased April 2026. Bike was marketed as new old stock, not used or refurbished. Price was approximately 47% MSRP (5 year old bike at this point). “New” is defined as “Never ridden, showroom condition with all original components. The bike is clean, fully functional, and shows no visible wear.” Bike arrived with a broken bearing top cap, small paint chips in the frame with carbon visible at the base of the bottom bracket, head tube, and axle thru holes. A gouge in the seat mast, and scratches/tool marks on the components and wheels. All blemishes were cosmetic, but were consistent with pre-existing damage and inconsistent with shipping/handling damage. Perfectly rideable but certainly not what I would call “new” condition for a premium bike at a premium new old stock price point. The bike was protected with shielding and packing material and the shipping box was in good condition. None of these blemishes were disclosed in the original listing. The bike was shipped to and supposed to arrive at my residence, but was instead received at my local Trek store, which took me a while to uncover after I received a notification that the bike had been delivered and signed for, however not by me and I could not locate it. I had to go pick it up myself once I discovered the delivery error after a few hours of digging. After submitting a claim through Bike Exchange for the shipping and condition issues, a replacement bearing top cap and a small bottle of touch up paint was sent to me which took over a month to receive. It took several emails to finally get a refund for the labor associated with replacing the damaged top cap (which requires disconnecting and rerouting shift/brake cables through the frame so it is not a simple remove snd replace operation) and the $150 shipping fee. While this was the minimum gesture I’d expect, neither BikeExchange nor Trek took any accountability for the condition of the bike as received. The message that was received indicates that pre-existing blemishes on new old stock do not need to be disclosed and/or shipping damage to a bike marketed as new can be rectified with touch up paint. I requested a $200 discount on top of the shipping and labor reimbursement which I thought was very fair for the condition I received a “new” bike in. This was denied with the explanation that the markdown from MSRP was already sufficient. The logic fails here since this is a standard markdown for depreciation of a 5 year old bike, and, if this was truly the case, these issues should have been disclosed. It also sends the message that any shipping damage can be adequately addressed with touch up paint…which means a new bike will already have touched up blemishes before the owner even gets a chance to ride it. This was an incredibly disappointing experience and has shown me that BikeExchange and Trek in this case won’t take appropriate accountability for the quality of the products they are selling and sending to their customers. I hope others will use this experience to ask questions that shouldn’t need to be asked up front to make sure they are getting a quality product that they are paying for. I have purchased many bikes directly from Trek in the past without any issues but I can’t say the same this time. I will not be purchasing through BikeExchange in the future.

The deal was too good to be true. After ordering and being charged I got a call from the bike shop that they did not actually have the bike available and if i wanted a different size. They were nice about it and refunded me pretty quickly, but the bike has remained advertised a week later.

Spent a lot of time researching and purchased bike and then recieved email that the bike wasn’t available.

The bike was not actually available and the bike shops tried to sell me a completely different bike.

I purchased a bike through Bike Exchange and it turns out the partner shop didn’t have the bike in stock. It was 6 days before the partner shop finally returned my emails and informed me that they didn’t have the bike. I’m sure Bike Exchange will say this is out of their control but if they are going to broker deals, they need to have systems in place to ensure bikes are shipped within a certain time frame and communication is maintained between the consumer and shop. Not just collect a fee and move on. Have some checks and balances. It’s not hard to do with technology these days.

3 reason: 1)It has been 7 days since I placed my order. Bike has not shipped, 2)yet my credit card has been charged in full for the purchase. 3) no update is available. I will wait until Monday 9-15-25 for an update if none are available I will be canceling my order.

I am concerned with the lack of communication/contact . I feel that I should be able to speak with someone not just through emails. I had to reach out by email to update my address. It’s not reassuring when you have to email and then you get a notice and the address isn’t changed on the notice. So I am quite frustrated at this point.