Bikes OnlineReviews of bikesonline.com

Promised 5 day delivery and it's been almost 2 weeks and still no bike.

Price was good, however shipping experience left me very unlikely to recommend. Item was shipped 4 days early, which was over a holiday (Thanksgiving) weekend when I was not home. Shipped early great right? Nope, as there was no indication when I ordered it I would have to be present to sign for it. Ensuing email updates from Bikes Online as well as FedEx were confusing and contradictory, and customer service at both ends was of little assistance trying to locate my bike after the original delivery attempt when I got back home. When the bike finally arrived, box was severely damaged on the outside and the inside boxes were in pieces as well (not sure whose fault, bikes online, Fed Ex or both). There were parts inside loose and banging around and the bike had chipped paint on one spot. At this point I was willing to accept that, not wanting to deal with the nightmare of trying to send the bike back. The front skewer was also missing, probably falling out of the large hole in the box, so I could not attach the wheel. Called Bikes online for a replacement Dec 1, which they agreed to send....eventually. I just got a notice the skewer will (hopefully) be delivered Dec 20th. Pretty lame having to wait almost 3 weeks for a part that should have been with the bike to begin with. That and the lousy condition the package arrived in, and general don't care attitude about correcting mistakes would make me hesitant to buy from them. While the price was good, there were other online bike sellers where I could have done just as well, probably with a lot less hassle.

Save your money and go to a bike shop. Bike was poorly assembled with a cable routed near the sprocket and the dropper post cable damaged (they told me to take it to a bike shop, seriously?). I'll just order one on Amazon and fix it myself. Also no copy of a warranty or owners manual, just a generic instruction book that did not cover the dropper post or unique front axle. Lastly their customer service line usually goes to voicemail. Great bike (Marin) but lousy assembly and lousy service.

Im an avid cyclist been biking for over 50 years and have owned many bikes. Beware of BikesOnline for bait and switch tactics, I ordered the most expensive bike they offer the Polygon Strattos S8 with complete Shimano Ultegra components. The specs on the bike reads the bike has “tubeless wheels and tubeless tires” they sent me tube tires that are not tubeless compatible, the rear hub was defective, the pawls inside the hub which turn your wheel were stuck, had to have mechanic get the pawls freed up, and the bike was right out of box and it also had a scratch on the downtube! A brand new bike shouldn’t have these issues. They said in fine print which I still haven’t found that BikesOnline or Polygon could switch out components based upon availability that’s not what I paid for. So be aware of the bait and switch, they said I could return the tires but at my cost both ways, even though they put the wrong tires on the bike in the first place. And there 14 day return policy is bogus, you can assemble the bike but you can’t test ride it? I did find that in fine print. I’m sure some folks have had a great experience with BikesOnline mine not so much I knew what I wanted in a bike and on paper the bike is awesome and a great price, unfortunately that’s not the bike they sent. I can buy new tubeless tires for a lot less than what it will cost me for shipping both ways, but again I shouldn’t have to buy tires if they would have just shipped what the bike specs say. They were willing to fix the hub up to $35 repair cost, again a new bike shouldn’t have mechanical issues! And there’s the scratch on the downtube, it’s a new bike! They offered me a $25 store credit, yea! Once I have the bike up a running it should be a nice bike just a little frustrating that I have to go through all this. So buyer beware!

I was looking for a way to get a bike to my son who was in need of transportation in town and have a recreational activity and to be used a therapy recovery tool. The website looked good, professional, and just what I needed with the pitch that the bike would show up prepped with minimal assembly required. Order was placed on Feb 1 with the website asking to allow for a 10 business day turn around for the order to be shipped received. I also ordered a multitool and a pump with the Polygon bike that was on sale. This was perfect since it was estimated to arrive by his birthday the 17th. A week later the website shows that they are backed up in orders due to the LA port supply chain issues and to allow a few more days for delivery. At this point ok, another few days will not hurt. Then a new message about the product arriving at their warehouse, in bulk, has caused delays for filling orders. This is where the issues start to mount. I called customer service to get a more accurate picture of where my order was. My first call was on the 12th and due to a covid outbreak in the warehouse orders were taking longer to ship. I contact them on the 14th since the status of my order on the website has not progressed beyond being placed. The response is "we have fallen behind on shipping due to recent weather events." I am not sure what weather they were talking about since the national weather service shows little to no rain for Feb in the San Diego area or fire incidents in Feb on the CA.gov website. Called and talked to a rep somewhere around the 20th and was at least given a tracking number by the rep. Fedex only showed that a label had been created and there was no change to the status of the order on the website. Called again on Feb 23 but, there was no answer during operating hours so I attempted to use the website chat which said that a rep would be with me in less than 5 min.....30-40 min later after surfing the web while waiting I gave up. Tried again on 24 Feb and got a rep in chat. The response for the delay this time "We ship orders out using a Large FedEx container. If a tracking number has already been created it means that the bike has already been loaded into that container. As FedEx picks up the containers the packages are not scanned. They will be scanned as soon as the container reaches the FedEx Hub in Pacoima, usually it takes less than 48 hours for that transition." What makes this statement questionable if no false is the fact that my son received a package with the pump and multitool and it was not tracked by Fedex under the sub-tracking number that was created. Neither was the status updated on the bikesonline website. This answer also makes the gesture of a previous agent providing me a tracking number useless pacification of providing poor service. I called again on the 28th and raked the customer service agent over the coals because I keep getting the run around and no one is giving me an honest answer as to where my product actually is. Miraculously, I received an email from FedEx that my shipment had been picked up that night for Ground delivery. After a few shipping delays on the FedEx side the bike arrived on the 8th of March. Sweet! It's all good! Wrong! I get a call from my son saying that there are no pedals and parts are missing to attach the front wheel. They did not pack the accessories box with the bike that had the required parts. I called customer service again, no answer, left a voicemail. No call back. I got on the chat and got a rep there. They placed an order to ship the parts but, rejected my request to send it next day air. They only do ground and will not be expected to arrive till the 17th of March. Communication to the customer is not near as good as it needs to be. The only reason I do not give a 1 star is because when I was able to talk to the reps, they were at least professional and kept their cool and were apologetic. That does not excuse the cooperate blunder for not having sound processes in place to inform the customer with accurate information. Or to put their representatives in a position to give inaccurate or blatantly false information.

Paragon mountain bike arrived in 2 months as promised. Out of the box, good bike as advertised except rear disc brake nonfunctional. My first mistake was not returning the bike immediately. Being a rookie with disc brakes, not wanting to wait another 2 months for a replacement, and unaware of the potential cost/complexity of repair, I took it to my local mechanic. He worked with Shimano on a multistep diagnosis/repair process, after which Shimano declared the rear brake mechanism defective and sent a free replacement(Thumbs up Shimano!). Unfortunately, the unexpected labor for this process was not free. My second mistake was not going through Bikes Online for warranty repair. As clearly stated in the warranty, (I suggest reading immediately) if you don't go through their process then Bikes Online won't pay a dime to fix defective parts they shipped. Live and learn. End product seems good. Advise to return immediately if not perfect out of the box.

I bought a demo from them a month ago. It came with a bent deraillier, I took pictures and was told to send the derailleur back with a tracking number and they would send me a new one. That never happened and it had yet to be resolved, in fact I can’t get any response. I get out on hold forever, told they would contact me by the end of the day. Never happens. So now I have a $3000 bike I can’t ride. They have some nice bikes, but no customer service that I can tell. I wouldn’t by another bike from them! Problem resolved! After some complaining I was contacted by BOL. I worked with Marinella and she was terrific. It took some time to get this resolved, but I think they are short of help and parts are still hard to get. I would now, consider buying again from them.

Bike shipped out quite quickly so I was thrilled for my husband. I’m extremely frustrated because after riding it for less than 2 months (roughly 2-3 times per week under 7 miles each time) something has broken so badly on his back wheel that he cannot ride it. This isn’t the worst part, the worst part is that he’s reached out for 4 weeks now and hasn’t gotten any response that has been helpful. He was told send pictures and videos, which he promptly did, and has been ghosted since then. It would be hard for me to recommend this company based on this. Order # A047207