Bikes OnlineReviews of bikesonline.com

Sad that they are only way to get new Polygon in USA. Customer service is terrible if you have small issues with new bike. Polygon should try and find more reputable way to sell their bikes in USA.

First called for a specific bike for my daughter and was answered by a rude representative who feels like not happy with his job, not willing to answer some bike question and told me to look up by myself, I still purchased the bike and more than a week bike have no update, my place is close from their warehouse in chula vista yet it takes forever with no update.

Good luck with actually receiving what you ordered from this company their inventory control is horrible. My experience is the following, I ordered a helmet on August 2nd and received an email on August 4th that the item was on its way. However, later in the day I then received an email explaining that in fact the wearhouse folks relized the item was out of stock and and they were refunding my money. Still wanting the helmet I did an online search for the helmet on August 7th and to my surprise Bike Online showed it was in stock. Unsure if their website was accurate I attempted to contact them via phone and when I was unable to get ahold of them during their stated hours, I figured they must have either resolved the issue or it must be back in stock so I reordered the helmet. On August 12th when the item didn't show up I checked my account to see if I could get a tracking number to see where it was. When their website still showed they were still preparing the item for shipping I knew something was wrong so I reached out to them via their website to see if they could provide an update on my order. After awhile I received an email explaining that the item was out of stock. Really! I get sometimes things happen and a miscount in inventory or something else happens to items. But can someone explain to me how both times I order the exact same item that the company's website shows in stock and they take my money but then I never receive the item because it's out of stock? The only thing I can figure is they have no clue so good luck if you decide to order from them. Oh and it takes forever to receive a refund from them. The first one took 6 days and still waiting on the second one.

No problem with buying bikes from bikes online, it's when you have an issue with a cracked bike frame and it needs replacing under warranty. Polygon was solid, it's Bikesonline lack of customer support!! New frame arrived in Australia in shipping container over a month ago, when I questioned how long before I get the new replacement frame. It's when your box gets barcoded then it will be despatched to you. This process has already taken 3 months.

The product itself is great. However the shipping process was very slow and not user friendly in regard to tracking my purchase. Could never get a hold of a live agent and kept getting redirected to AI. Needless to say, the shipment part of the purchase was extremely frustrating!

Very disappointing experience. I paid extra for expedited shipping because this helmet was supposed to be a birthday gift. When the expected delivery date came and went, I reached out to customer service and was told they were experiencing shipping delays, but that my helmet was accounted for and would be on its way soon. After several weeks of going back and forth, I kept getting the same response that it was coming. Then, nearly three weeks later, I was finally told the helmet was actually out of stock and would not be shipped. Had I been told that from the beginning, I could have ordered from somewhere else and still had a gift in time. Instead, I paid extra for expedited shipping, missed the birthday, and never received the product. Based on my experience, I’d think twice before ordering from Bikes Online.

If you are considering buying a Polygon bike from Bikes Online USA, be warned: if a single proprietary bolt breaks, your multi-thousand-dollar bicycle might become a useless paperweight. I own a 2021 Polygon Siskiu N9. In late 2025, an upper linkage bolt broke. I reached out to Bikes Online (US) for a replacement part. What followed was a 4-month-long customer service nightmare: Month 1-2: I was promised a "take-off" bolt from a warranty frame. They never sent it. Month 2-3: They finally created an order for a replacement part, only to send me the wrong model's bolts (Vander N), which didn't fit. Month 3-4: They assured me they were checking incoming Polygon shipments, inspecting warehouse frames, and even "meeting directly with Polygon HQ" to solve the issue. The Conclusion: After 4 full months of back-and-forth, they simply emailed me to say the 2021 model is "discontinued," the parts are "depleted," and they can no longer help. Their solution? A $100 store credit to a website that doesn't carry the parts required to keep my bike running. Meanwhile, the exact bolt set I need remains in stock on the Bikes Online Australia website, but because the US division operates separately, they refused/were unable to assist in sourcing it. Customer service representative Jeredi was polite at first, after a few months he stopped answering emails, and closed my opened ticket with no resolution, the company's supply chain management and support for 4-year-old bikes is non-existent. A frame shouldn't be obsolete in 4 years because a direct-to-consumer brand can't stock basic hardware. Buy elsewhere if you want long-term support for your bike.

I ordered two bikes from BikesOnline, and while the initial shipping took about a week, they sent the wrong bike model and the wrong size. Trying to resolve the issue was incredibly frustrating. Their phone support is handled primarily by AI, with no effective way to reach a live representative. Callbacks were inconsistent, and communication between customer support, operations, and logistics appeared to be disjointed and slow. Throughout the process, there was virtually no proactive communication, and meaningful updates were sparse. After a month and a half of waiting for a resolution, I chose to request a refund rather than continue waiting for a replacement. If you're considering purchasing from BikesOnline, be aware that while the prices may be attractive, customer service and post-purchase support can be extremely difficult if something goes wrong. Based on my experience, I would recommend proceeding with caution.