Bikes OnlineReviews of bikesonline.com

I CAN'T RECOMMEND BIKES ONLINE. They are a sales machine without any warranty support or customer service. The Polygon bike I purchased has a crank that has fallen off three times beginning within one month of receipt of the bike. The email I receive are flippant at best.

WARNING...CANT SAY ANY GOOD...THEY STOLE MY 6000USD...2 BROKES UNDER WARRANY....DONT BUY FROM BIKES ONLINE..

The bike I received did not have a seat post or saddle. I submitted a ticket. I have emailed and called multiple times. Was asked twice to send pictures in (I don't know why they need pictures of a bike with no seat, did they expect to get a picture of a bike with a seat?). I was told two days in a row I would have an answer as to how issue was going to be resolved and then I hear nothing at all or an email telling me thanks for contacting them. Their is only one correct answer "We are sorry for the inconvenience, we will get that shipped out to you immediately". The bike looks like it would be awesome. unfortunately it's not worth dealing with bikesonline.com.

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.

To start, this score has less to do with the product, and very much is about the after sales service. I am actually pleased with the overall product. I consider myself a well informed buyer in that, deciding factors to go with a Polygon bike were based on metrics such as standover height, reach, head tube angle, suspension kinematics, threaded BB, and unbeatable component spec in the given price range. Most reviewers on youtube confirmed that the bike has great geometry, is well built, and fun to ride. I have an existing bike in my stable with the same drivetrain, so I was confident this was the bike to get. Initially it was a great experience, good communication and follow up on the initial order, faster than quoted delivery, easy assembly, good quality welds and paint, and only a few things off with pre assembly that were easy to correct (i.e. over pressure in the frame shock, wheels out of true). However after about 3 months and less than 50mi. of ownership, the bike is experiencing a significant loss in shift quality. I am diligent with my bike maintenance and routinely clean/inspect after every other ride, use recommended lubricants and cleaners and professional grade, calibrated Wera torque wrenches, etc. To point, what developed was in no way due to negligent ownership. I called Bikes Online customer service and was able to talk with a rep who instructed me to upload a video showing the issue. The video file size maxed out vey quickly which doesn't give the customer or tech support a lot to go on. Nevertheless, the tech sent some tutorials and instructions to self troubleshoot. I'm not a certified mechanic but I know my way around the basics. I was not able to gain any improvements. I contacted customer service again to request reimbursement for a visit to my local shop. The rep Kiko stated that he would try to get an authorization, but in the event he couldn't, he assured me that the bill should only be $20 or so, given the tech's assessment of the problem likely being some indexing issues. Well, the bill came to $70 after troubleshooting, and installing a new shift cable, and still no improvement in the problem. The local bike shop mechanic acknowledged that Shimano 12 speed drivetrains have a reputation for being finicky, but they could not get it to work properly. I then attempted to follow up with bikesonline for resolution. That was 2 weeks ago. Every attempt to email, chat, call the office in Petaluma has not been answered. In short, I thought I did my due diligence, 'shopped the seller', but I regret not spending a few hundred more at a local bike shop. I'll likely be spending that anyway to get this bike running right since bikesonline has gone full ghost on me. The worst part is seeing the disappointment on my kid's face as the joy of his experience has been tarnished. His face was always bright when other riders would compliment his Siskiu. That innocent pride every kid should have with a new bike is lost. Again, I don't blame the product, it could be something that happens with any bike from any of the major brands, (as most brands come from a handful of factories and components are likewise sourced) but at least with a local shop to help get you up and running, your at least able to pedal the thing. Perhaps your experience was or will be better, but if you're considering spending thousands on a new bike, I'd strongly recommend not taking the chance and going with your local bike shop inventory. For what bikes cost now, after sales support is every bit as important as the bike itself. Ultimately, bikesonline and the products they carry will not receive my future business, nor can I in good faith, recommend them to others. I already steered my son's friends, my nephew, and family members to their local shop, after they all expressed interest in the Siskiu. I will share the same message to inquiring riders at the trailhead. I hope Polygon is reading this because their bikes really deserve a better retail partner. Update: 10/10/21- I received an email response: Hi Michael, This is Marinela from the warranty department. We assessed the photos and videos you sent. It seems there's nothing wrong with the KMC chain. The rear derailleur needs to be adjust. We would suggest you go back to the same local bike shop and let them do a back job. Let them do what you paid for. OR you can to go to another local bike shop for reassessment. Please send us a service quote with a note of their assessment so we can check the problem. -- Best Regards, Marinela Customer Service - Warranty Dept. 1-(650)-272-3778 Monday - Friday 9:30am - 5pm PST So my options are to approach my LBS and tell them they need to do a better job, which would negatively impact my relationship with them, or spend additional funds to bring it to another shop for evaluation. Wow.

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

The Xtrada 6 2/11 appears to be a very good bike. I could feel its acceleration immediately. You need to verify the components advertised with what you'll get. They change. Had a problem but eventually resolved it.