BikesDirect.comReviews of bikesdirect.com

I ordered a new Fantom 29 Expert which was delivered quickly on 5/29/22. Bike looked very nice, of good quality, and seemed straight forward assembling it. Put on the pedals, handlebars, front wheel. The drivetrain was completely assembled.(rear wheel, gears, chain, and derailleurs all assembled. Apparently, it's my responsibility to check the adjustments of the derailleurs. I rode less than 2 miles, the chain jumped, and became tangled in the gears. Broke the chain, broke rear derailleur, and gouged the aluminum frame. WHY WOULD THEY SEND ME A BIKE WITH THE REAR DERAILLEUR ASSEMBLED, THAT FAR OUT OF ADJUSTMENT THAT THE BIKE WAS DANGEROUS TO RIDE? They say a 12 year old can assemble it. BS!!!! Don't buy any bikes online. Go to a bike shop and buy your new bike in person! I don't care to do business with this company. They can "keep" their unadjusted, dangerous to ride Motobecanes. Sorry but it's the truth.

My review is for those of you not especially skilled in bike mechanics. The problem I found is a lack of integrity in advertising, about the investment needed for getting your bike ready to ride after delivery. Secondly, sales communications were okay, but service recovery emails were poor, some very poor - and some showing cockiness, disrespect, and lack of listening. About the integrity issues (Dec 2021): Prominent on the homepage of bikesdirect, you'll see "85% of customers assemble their own bikes. See how easy." Easy assembly was promoted on instructional videos and pamphlets as well. So I assembled my bike properly, without much difficulty. Assembly wasn't enough though! If you really want to ride your bike in good condition, you'll see that these boxed bikes need more-involved break adjustments, gear adjustments, tire straightening, and more. Unless you are skilled at these things, you will pay additionally at a shop.

I recently ordered a bike from Bikes Direct. It was received on September 17. Within a few days during assembly it was determined that the fork was not the correct size. It was for a larger bike. I have called a number and goes to voicemail and made 4 email requesting assistance. Their site is great for ordering but awful for getting service. Everything leads back to emailing where you are assured a quick response. No response in 12 days and multiple attempts. I want to send the bike back and can't get clear instructions on the website. Again another email to use. I would not give them a 1 star. My grandson does not have the bike he wanted for his birthday!

I read good reviews and paid over $1400 full prepayment for a bike in April 2021 for July delivery. At the end of July I emailed bikesdirect. In fact I emailed them about 8 times and no reply. I emailed multiple email addresses, no reply. There is no phone number for any customer service issues (they say they keep costs low by not having a phone contact)...at least I wished to know when my bike might arrive ( I understand there are delays in the industry). No replies. No idea why. I filed a BetterBusiness complaint. I got a reply thru the BBB, that they had never received any of my emails...this is even though I receive weekly marketing emails to same email. They said they would "contact their office and refund today" (this was end of August). The also said they needed my permission (?) to contact me by email...all of this correspondance was only thru the BBB portal. After a few more weeks I replied thru the BBB that I had been misled, as there was no refund and no emails from bikesdirect execpt for marketing emails. Thru the BBB I then received an all caps reply "WE DONT LIE, WE NEVER LIE! You can all us anytime" A rather immature and not professional response. Start of September: no refund, no replies. I have no idea what is going on. I feeel like I am on the terrorist watch list of Bikesdirect.com I buy thousands of dollars of online merch every month and for some reason this company has put me on its fecal-roster. Its bizzzare.