Bikes OnlineReviews of bikesonline.com

I ordered a Polygon Strattos 7 in Size Small from BikesOnline, the exclusive US retailer for Polygon. What arrived was a Strattos 8 in Size Large, two sizes too big. I called it in right away and a support ticket was opened by the rep I spoke with, but I never heard back from him again after that. When support did follow up, I was told my correct size was now completely out of stock, so the order I’d already paid for couldn’t be fulfilled. I asked about a comparable bike in my size or an even exchange to the next model up, and both were declined. The only resolution offered was a refund, which was initially framed as a “goodwill” gesture rather than the standard fix for a mistake that was entirely on their end. I did receive a full refund including shipping and tax, so I’m not out any money. But I never got to ride the bike I ordered, and I lost the time spent unpacking, measuring the frame to confirm the sizing error, repackaging it, and coordinating the return. To be fair, the bike itself (the wrong one they sent) looked well made, and their eventual refund was handled fully once it went through. But their warehouse inventory clearly wasn’t accurate at the time of my order, and there was no real path to actually getting me the bike I paid for.

Buying exp was good....but BEWARE their prominently advertised "Free Returns" policy does not cover anything but bikes (presumably). Bought a Helmet that was too small (even though it was largest that they had) and returning a $35 purchase at my own expense (esp given their over the top return requirements) will be pointless in terms of cost. Worse still was how long it took for them to acknowledge my return request......definitely would not trust them with a larger and more expensive item. I will stick to the local bike shop from now on.

Good bike, terrible customer service. I ordered and paid for the bike, the card was charged immediately, but no information on ship date, tracking number or any reference in my ORDERS page on the website…there’s still NO history so, it’s like I’ve never ordered anything that cost over $3K. On the 10th business day I started calling the customer service line, using the automated text and conversation tool…ALL BOTS. Two days of promised callbacks — nothing. At this point I figured I was SCAMMED. I disputed the charge with my bank, the next day I get an email saying the bike will arrive today — and it did. My son really likes the bike, I worry if I ever have to use the 5 year warranty, cause I couldn’t get a person to replied or call me back — just BOTS. I’m shopping for a bike for me, I’m undecided whether to give BikesOnline another change…I like the product, the service is an emotional rollercoaster.

I wanted more information about the dimensions of a bike than what their website provided. I asked for 2 simple dimensions ( min. and max. distances from ground to top tube ), but all they gave me was an average - and I don't think they were correct anyway. Plus, I wanted to contact someone who had already bought the bike in question for his opinion and additional information, but they would not give my contact information to him or vice-versa. Bottom line: a pathetic company who doesn't really care to satisfy the customer as long as they make a sale on ANY given bike.

Ordered a full suspension bike from bikes online. The order was delivered within 5days. Rear break rotor was bent right out of the box. Feelings of regret and disappointment came rushing over me, especially after trying to report the issue with their “customer service” - Bot. Could not true the rotor myself so I had to take it to a local bike shop. All of the bike shops in my area are booked out for several days if not week(s). :/ Now, I think going with a local dealer for purchase would have been a much better option. Had to schedule a phone call appointment with Bikesonline representative to see what they can do to help. If they do not want to help repair or replace the damaged part, I can try and return the bike. Spend the extra money, buy bikes from LBS, cause you might end up taking it there if you find yourself in a similar pair of shoes. I will return and post about the conversation with bikesonline sales rep to update how eager they were to assist correcting the situation.

I bought my Polygon Siskiu T7E - Trail eBike from BikesOnline.com in October 2023. I recently noticed a mineral oil leak on the bike a week or so ago. I ride the bike as you would expect someone to ride a mountain bike; nothing out of the ordinary. I reached out to BikesOnline.com about the issue and the rear suspension was identified as the issue. Instead of agreeing to send me a replacement rear suspension (that I would do them the courtesy of installing myself instead of asking them to pay for the service costs of a bike shop), they want me to disassemble the rear suspension myself, ship the suspension and wait for an undetermined amount of time before the manufacturer gives me a decision about the way forward. So, issue #1, my rear suspension is leaking after only six months. This isn't the first quality issue I've had with bikesonline.com, either. Issue #2, the "warranty" process is ridiculously time consuming for customers like me. Instead of shipping a replacement suspension to me, and me shipping back the one I currently have, they want me to take an unnecessary amount of time and effort to resolve an issue under warranty. I've bought three bikes from them in the past two years and my wife just bought a trail e-bike from them (before we knew about the leak issue), but apparently my agreeable way forward and my business isn't good enough. So, dear buyers, caveat emptor. I won't be doing business with them again.

Polygon bike is nice but Bikes Online client service is pretty terrible. Had some issues, the number listed as a client help phone number seemingly goes to a fax and responses to emails read like canned responses and offer no real, personal help. I like the bike but I will never again do business with Bikes Online, it's just not worth it.

No way I would recommend this shop to anyone. - Web site data was not up to date, which lead to overbooking of 2022 models (i ordered 2 bikes). In order to figure it out I needed to contact support, which they clearly can see on they end. - One of the bikes arrived with bended wheel. In order to ask for replacement they start to doubt me (although they say they have 'no questions asked' return policy, and I reported the problems right away) - Replacement wheel arrived with different tire than original one (thicker tire on the replacement wheel) - I re-order one of my 2022 bikes to be 2023 model, which has higher price, but clearly slightly lower quality. Some of the nuts did slipped more easily on 2023 model compare to 2022 one, and I used exactly same wrench and same hand pressure.