Firmstrong BikesReviews of firmstrong.com

Crank arm has stripped out in less than two years. Nice bike besides that.

Love the bike, hate the wait. I ordered early in the pandemic although apparently not early enough. Ordered originally on Amazon, got email it shipped but didn't arrive and then told it was on backorder. Switched order to Firmstrong website itself and waited through many, many months. Once bike arrived I was very happy with the quality. Assembly was easy. Happy to be able to go on bike rides with my daughters.

After getting through a lackluster customer service and waiting 6 months for a bike, I was happy with the actual bike. Solid purchase overall, but customer service and transparency between the call center and warehouse can be improved.

There aren't any instructions in the box. Its mostly straightforward to assemble until you get to the part of adding the fenders. Then there is a box of bolts with no instructions. No PDF online to download, can sort of find videos of assembly but not of the specific bike, just on how to assemble the men's bike.

I have mixed feelings about this company. Preordered on 8/9 for an 8/17 estimated ship date. I could see in my FedEx account that labels were created on 8/20 for both bikes I ordered. One bike was picked up on 8/23 and delivered 8/29. The other bike didn't get picked up until 8/28 and delivered 9/5. The FedEx delivery length I understand, but I take issue with how long it took for the second bike to get picked up. According to the VERY LONG "explanatory" email the owner sends with many excuses on basically why their customer service and delivery lacks (i.e., blame FedEx), FedEx can't pick up all the bikes the company is trying to ship. However, it seems like there could be work done to resolve that issue. I had to contact customer service twice and had a quick personal response to the first and for the second got the same canned email previously mentioned without a personal response. I understand that nobody anticipated a national demand for bikes and they are working hard to keep up. Overall, it sounds like I was very fortunate to actually receive my order and fairly quickly. I just wasn't thrilled with their customer service approach. ETA: be sure to check your bike as soon as it comes. The company has a zillion ifs ands and buts for reporting damage. One of our bikes has damage, but we did not open it and discover it in time. That is on us, but I suspect they have a lot of defects and issues. Also, I noticed all of the recent 5 star reviews were from customers who were invited to review :)

Has anyone placed an order through Amazon in April or May? Have you received your order or any updates?

Documentation is iffy.

Update. Still can get absolutely zero response from customer service. The person I talked to weeks ago (clearly NOT in the US. Maybe India? Heavy accent and lots of roosters crowing very loudly in the background) promised they send a new wheel. Nothing. Zero correspondence. Doubt it will ever ship. What a disappointment. (Original post). The bike is great, it’s the second one we’ve ordered from them. This newest one came with a bent wheel and trying to get someone at Firmstrong on the phone is impossible. It goes to a call center overseas. The people that answer are very nice but clueless. What happened to the days when you could actually talk to a person at the business you purchased your item from? Why would I want to talk to someone in China or India that has no idea what I’m talking about? Absolutely ridiculous. Go ahead, try calling the numbers on the website. No chance you’ll talk to anyone you actually purchase your bike from. So bottom line, good bikes, just hope you never need any help from the company you bought it from.