Bikes OnlineReviews of bikesonline.com

Response from Bikes OnlineMay 3, 2021

Barry, Thank you for your review. We do have a policy in place to get us details to assist you we never refused to assist you with your hub. When there is a warranty problem we send every customer this email to gather information: Thank you for your email, and our apologies for the problems you are having with your rear hub. In order for us to determine if your damaged part is under warranty, we will need the following from you: • Several CLEAR images of the damaged part from a few angles • One image of the entire bike • The serial number of the bike, which can be found by flipping the bike over. Look for an imprinted number into the frame and send a very clear image so we can read every single number and letter. • If the problem or noise is occurring when in motion, please send a short video These may not all fit in one email so feel free to send them over a few emails back to me. **If you decide to take your bike to a shop for service without contacting us first, we will not issue any reimbursements. them. We need to approve this process before it happens. I will have our mechanic look at images/video for assessment and either him or myself will get back to you within two business days with the next steps. Please be aware this is a process which can take anywhere from a week to a month to solve. Our mechanic needs to determines if part is applicable for a warranty or not. Feel free to read through our Warranty Policy if you haven't already. Your response was: Wow. I’ve heard how bad you are at warranty claims but this is ridiculous. When I had a warranty claim on my specialized bike i called them and they sent me a new part. This is absurd. I've never had to do all of this to replace a part. I think I will just go to my local bike shop and go with writing a bad review of how terrible your customer service is. Our customer service manager reached out to you: Sorry to hear you are not happy with our warranty process. We do state our policy on our website so you are informed before you purchase. As Marinela said, we are different than a bike shop, we cannot see and asses your problem in person so we need pictures. With Specialized you have to go through an authorized retailer for them to assist you with warranty claims. The mechanic at the bike shop looks over part or bike and makes the decision and/or sends in images and details to Specialized for approval. We want to help you sort out this issue but we need to see what is going on. If you'd rather not follow our policies we cannot help you. stating that We want to help you sort out this issue but we need to see what is going on. If you'd rather not follow our policies we cannot help you. You never replied.