Bikes Online Reviews

61  Poor
TrustScore 2.5 out of 5

2.6

In the Bicycle Store category

Write a review

Company activitySee all

Reviews  61



Rated 1 out of 5 stars

Heavy damage, bike defects

My bike arrived with huge holes in the box, obviously it was dropped maybe like 50 times. Some of the hardware was missing and the front wheel was manufactured wrong so it would not fit at all on the bike. Total piece of crap. I returned the bike immediately. They said they would send me a new one but i received a refund instead, their communication is absurdley bad. Not worth your time. I predict this company will be out of business in a few years.

Advertisement

Our 2022 Transparency Report has landed

Take a look

Rated 1 out of 5 stars

Zero Customer Service

I bought a Polygon Xtrada 5 which arrived without pedals, no tool kit, no front wheel quick connect/hub. Immediately contacted customer service via their help desk...I also called and left a message. I also did a chat on their website just now. Still no resolution to my missing parts and I've had this bike for more than four days. Will probably have to send it back. Really, you're rolling the dice with this company. If they send you a bike that is perfect and not missing parts, you're probably getting a decent deal....if there is any issue at all, you'll regret your decision, as they pretty much have zero customer service and, as others have mentioned, zero warranty support. You don't see service this bad in 2022.


Rated 4 out of 5 stars

A 1 star until I actually got the bike

I originally wrote Bikes Online a 1 star review due to their shipping/order fulfilment notification system. I'd give the entire purchase a 5 star if it wasn't for that issue.

I ordered a Polygon Siskiu T7 on 6/6/22 when it came "back in stock"... there was roughly a 10 day wait before the order status actually changed. It sat on pick past their claimed 5-7 day pick period. Mind you, the bike said "estimated to arrive in 10 days" to my zipcode. So of course at day 10 of pick status I was beyond concerned after reading other reviews.

The bike actually came, was exactly as ordered, and assembled nicely. The only complication was an improper crimp on the dropper seat cable. Who cares, easy fix. The bike is amazing and is 100% worth the money, but I can't say this enough:

Their shipping/order status notification system needs changed dramatically. And needs changed NOW. I'd happily wait months if I know that's how long it'd take. But this system leaves you wondering if your purchase was legit given the card is charged in full as soon as you click "place order".

All in all, I'd use BOL again, but I would be suspicious of shipping times given there's no info provided basically. If you order way in advance of riding season I doubt there'd be any issues.


Rated 1 out of 5 stars

Not sure what to say

Not sure what to say, my wife bought me a bike on June 20th, 2022, the company website states, that it can take 5 to 7 business days to process your order, then in my case 4 extra days for shipping. Well, it has been already 10 days and the company has not even processed my order. I contacted the customer service line on June 28 and their answer was that "it will probably be process this week" well is Friday July 1st and nothing happened. The person (in customer service) that help me was very pleasant and professional... but at the end of the day the company did not stand to their well promoted efficiency and services, I hope that at least their bikes will be up to the level of quality that they market.
Let's see if I get my bike soon or if I will ever get it!

Just take a look and do the math of positive vs poor and bad reviews in this page, that will yell you how bad bikesonline are.
My advice buy from some other place or your local bike shop it will be worth it.


Rated 1 out of 5 stars

NO end cap on front wheel!

They sent us a bike with the end cap missing on the front wheel. It wasn’t discovered until after causing damage to the frame and front brake unit, because our shop thought it was a slightly bent rotor. Bikes online would not fix it, they wouldn’t even take responsibility for the missing wheel part! It’s pointless to talk to people who just assume you don’t have eyes in your head and can’t put together a bike properly, we have only assembled several after all, and had multiple bike technicians look over the assembly. Had to pay another 40 bucks just to get the bike specific cap for the wheel. This is after having the shop experts try to figure out the problem twice! Seriously doubt we will ever order anything from them again. Should have just bought a big name brand from the local shop to begin with I guess. Highly disappointed.

Advertisement

Rated 1 out of 5 stars

Bait and Switch

I purchased a Polygon Bend R2. They advertise it with WTB Ventures already on it. As soon as I open it, there are some budget Vee Tee Rail Sports on it. Their support says they did this to get it out faster. Thats literally false advertising. Theyre full on bait and switching customers on purpose. Dont buy from here.

Update, the customer support is trying to pull more tricks. The site says MANUFACTURERS can change specs. The support person, Kenneth, said Bikes Online put on these other tires to get the bike out faster and then sent that disclaimer. Bikes Online is the distributor. Dont let them trick you. They are purposely putting on lower quality pieces and showing you an unrelated disclaimer.


Rated 2 out of 5 stars

Im an avid cyclist been biking for over…

Im an avid cyclist been biking for over 50 years and have owned many bikes. Beware of BikesOnline for bait and switch tactics, I ordered the most expensive bike they offer the Polygon Strattos S8 with complete Shimano Ultegra components. The specs on the bike reads the bike has “tubeless wheels and tubeless tires” they sent me tube tires that are not tubeless compatible, the rear hub was defective, the pawls inside the hub which turn your wheel were stuck, had to have mechanic get the pawls freed up, and the bike was right out of box and it also had a scratch on the downtube! A brand new bike shouldn’t have these issues. They said in fine print which I still haven’t found that BikesOnline or Polygon could switch out components based upon availability that’s not what I paid for. So be aware of the bait and switch, they said I could return the tires but at my cost both ways, even though they put the wrong tires on the bike in the first place. And there 14 day return policy is bogus, you can assemble the bike but you can’t test ride it? I did find that in fine print. I’m sure some folks have had a great experience with BikesOnline mine not so much I knew what I wanted in a bike and on paper the bike is awesome and a great price, unfortunately that’s not the bike they sent. I can buy new tubeless tires for a lot less than what it will cost me for shipping both ways, but again I shouldn’t have to buy tires if they would have just shipped what the bike specs say. They were willing to fix the hub up to $35 repair cost, again a new bike shouldn’t have mechanical issues! And there’s the scratch on the downtube, it’s a new bike! They offered me a $25 store credit, yea! Once I have the bike up a running it should be a nice bike just a little frustrating that I have to go through all this. So buyer beware!

Reply from Bikes Online

Hello Drew,

We are so sorry to hear about your experience, we have reached out on your open ticket to help resolve your situation.


Rated 1 out of 5 stars

I’m back I have something to say

I’m back I have something to say, I’m trying to figure out what I want to say as I go. In my review I made fun of or condemned Polygon, Maybe I should,Maybe I shouldn’t. Maybe I will do what Bikes On Line says they do and skip the middle man (Bikes On Line). Yes I watched BOL’s little video about why you should buy from them. Well I have been thinking since my last review. I am fixing to drop about $1000.00 on a set of quality rims and I spent around $60.00 for the handle bar stem. Not to mention I have already spent $2048.00 to buy the bike and ship it to my door. So apparently being a consumer direct company doesn’t save me any money. Also the customer support, I guess they are referring to the generic email that there computer sends when I email them repeatedly about why I haven’t heard from them. And now BOLs warranty process. Well let’s look at it like this,I also have another MTB from a local bike shop here in central Florida. If anything happens they are on it like a fat kid on a cupcake. I am always satisfied even though I have to pay for the repairs because yes I broke it. But they have also given me some free adjustments on my brakes and shifters. And if there is ever a warranty issue they would have it resolved within a week. I bought this bike on May 5 and have got to ride it once. I ride my Giant all the time. So the way I see it, from BOLs perspective is a penny saved is a penny earned. Meaning don’t pay for shipping to warranty a part, and that also lead’s to no warranty period. Now after I fat mouthed polygon in my last complaint. I now see it like this. Companies shop around and they buy in bulk just like my rims. And if there are some bad ones in the bunch then they depend on customer feedback I.E. for warranty. So BOL isn’t going to warranty anything so Polygon is still selling Bikes with bad rims. That’s not Polygons fault, Polygon I’m sure has a contract with BOL that states BOL will franchise Polygon bikes in polygons best interest. Conducting bad business with consumers all over the world is not good business for Polygon. But if Polygon goes under no big deal BOL picks up another company and continues business as usual. So I’m going to try to contact polygon and drop this bug in there ear. I hope this helps someone out there.


Rated 1 out of 5 stars

Frustrating experience

Frustrating experience. I ordered a bike and was told 10 days. I followed up in ten days and they said it would be shipped that week. Followed up again and agaIN. Finally, 3 weeks after order had been placed, they say they can not fill the order - sorry. I can not recommend this outfit

Advertisement

Rated 1 out of 5 stars

NO WARRANTY

I thought I was getting a great deal but... It was a frustration that the bike took much longer than promised to ship. THEN, after 2 months the shifter got jammed. Company refuses to warranty the bike and will only facilitate a warranty claim through Shimano. Meaning, I have to cover shipping costs, part removal, and part installation. I have been a month without a working bike and I hope its only another month to get a new part back and installed.


Rated 5 out of 5 stars

Happy

OK. First bike I've ever ordered direct to consumer. But. I've bought bikes. Big box to bike shop. Read some bad reviews about bikes online and I have to say, I'm very happy with this purchase. I guess your milage may vary, but everything came in good order. I bought a 2022 Marin Muirwoods. Everything was packed and protected. Included pedal wrench and multitool. I'm kinda stunned. Was expecting a bad experience and it was actually quite effortless and awesome. Good job.


Rated 5 out of 5 stars

Bikes online worked great for me

Bikes online worked great for me. I ordered my Polygon Siskui T8 that was in stock on 5/7/22 and it arrived 5/12/22. I live in Southern California so this may have helped with the turn around time. Bike came as promised easy to put together handle bars, seat post, and front tire. I have ridden it a couple times so far and love it.

Advertisement

Rated 5 out of 5 stars

Good experience and would use Bikes Online again

Recently ordered a bike and the experience overall was great. Their site mentions that it can take 5-7 days to process and ship out, which was in line with my experience (bike arrived in 10 business days). Assembly of the bike was dead simple and all the right tools were included. I also used their chat support a couple of times to get an order update and also to get advice on a dropper post for my new bike. In both cases they were responsive and helpful.


Rated 5 out of 5 stars

Overall a good place to order a bike

Have been debating weather to give them 4.5 stars, but based on my experience I decided 5 stars is appropriate.

I purchased a bike on 3/13 knowing they claimed it took them 5-7 days to ship. The bike I wanted was in stock and the order was easy. On day 7 I still haven't received a shipping confirmation so I contacted them via their online process. I received a reply within 24 hours even though it wasn't what I was looking for (I was expecting to have been notified of a new shipping time frame instead I got their issues and what they are doing -understandable, have been there myslef). I replied back asking that specific question and within 24 hours was notified the bike had shipped. It was scheduled (via FedEx) to arrive on the 29th, but surprisingly FedEx kept changing the date and it arrived on the 26th.

There was no damage to the bike and it was easy to assemble. Just had to take it out of the box, attach the front wheel, the seat, handle bar, and pedals. All the tools where included.

Outside of having a better notification system since they charge the minute you place the order, there really are no complains. I would recommend bikesonline.com.


Rated 5 out of 5 stars

Great place to buy a bike

I just purchased a mountain bike from bikesonline.com and can only say good things about the bike and them. The price was great and the bike is amazing. I had questions and reached out to them and they answered all of my questions quickly. You must reach out to them during their business hours to talk to someone. I used the live chat. My bike was 2 days late arriving but it sat in the Kennesaw, Georgia FedEx hub for those 2 days. That wasn't bikesonline's fault. That was on FedEx. I don't understand the negative reviews on here. My experience was great. Just remember that they're the only polygon distributor in the entire US. So they definitely have busy times and there's still supply chain issues because of covid. I will definitely buy from them again. As for missing parts to attach the front wheel, they stick in the Styrofoam that protects the front brake rotar in the box. Before unboxing your bike, please watch videos on YouTube so you don't accidentally throw away viral parts. There's many videos on unboxing and assembling the bike on YouTube.


Rated 5 out of 5 stars

Bikesonline service

Bikesonline service, communication, and customer care have been beyond my expectations. I will definitely use them again and refer them to all of my cycling colleagues.

Advertisement

Rated 5 out of 5 stars

This was my very first purchase from…

This was my very first purchase from bikesonline.com. I asked for help and clarifications several times and received clear and detailed responses each time. This included the final order submission, which took some time for the site to reflect on. The variety of options and costs were both very reasonable. I've already received all four products and am quite pleased with the service. The shipping took much longer than anticipated. This is understandable and could be a result of the current pandemic. Overall, I am pleased with my purchase and the experience it provided. Thanks


Rated 2 out of 5 stars

Needed a bike and bikesonline came running to disappoint

I was looking for a way to get a bike to my son who was in need of transportation in town and have a recreational activity and to be used a therapy recovery tool. The website looked good, professional, and just what I needed with the pitch that the bike would show up prepped with minimal assembly required. Order was placed on Feb 1 with the website asking to allow for a 10 business day turn around for the order to be shipped received. I also ordered a multitool and a pump with the Polygon bike that was on sale. This was perfect since it was estimated to arrive by his birthday the 17th. A week later the website shows that they are backed up in orders due to the LA port supply chain issues and to allow a few more days for delivery. At this point ok, another few days will not hurt. Then a new message about the product arriving at their warehouse, in bulk, has caused delays for filling orders. This is where the issues start to mount. I called customer service to get a more accurate picture of where my order was. My first call was on the 12th and due to a covid outbreak in the warehouse orders were taking longer to ship. I contact them on the 14th since the status of my order on the website has not progressed beyond being placed. The response is "we have fallen behind on shipping due to recent weather events." I am not sure what weather they were talking about since the national weather service shows little to no rain for Feb in the San Diego area or fire incidents in Feb on the CA.gov website. Called and talked to a rep somewhere around the 20th and was at least given a tracking number by the rep. Fedex only showed that a label had been created and there was no change to the status of the order on the website. Called again on Feb 23 but, there was no answer during operating hours so I attempted to use the website chat which said that a rep would be with me in less than 5 min.....30-40 min later after surfing the web while waiting I gave up. Tried again on 24 Feb and got a rep in chat. The response for the delay this time "We ship orders out using a Large FedEx container. If a tracking number has already been created it means that the bike has already been loaded into that container. As FedEx picks up the containers the packages are not scanned. They will be scanned as soon as the container reaches the FedEx Hub in Pacoima, usually it takes less than 48 hours for that transition." What makes this statement questionable if no false is the fact that my son received a package with the pump and multitool and it was not tracked by Fedex under the sub-tracking number that was created. Neither was the status updated on the bikesonline website. This answer also makes the gesture of a previous agent providing me a tracking number useless pacification of providing poor service. I called again on the 28th and raked the customer service agent over the coals because I keep getting the run around and no one is giving me an honest answer as to where my product actually is. Miraculously, I received an email from FedEx that my shipment had been picked up that night for Ground delivery. After a few shipping delays on the FedEx side the bike arrived on the 8th of March. Sweet! It's all good! Wrong! I get a call from my son saying that there are no pedals and parts are missing to attach the front wheel. They did not pack the accessories box with the bike that had the required parts. I called customer service again, no answer, left a voicemail. No call back. I got on the chat and got a rep there. They placed an order to ship the parts but, rejected my request to send it next day air. They only do ground and will not be expected to arrive till the 17th of March. Communication to the customer is not near as good as it needs to be. The only reason I do not give a 1 star is because when I was able to talk to the reps, they were at least professional and kept their cool and were apologetic. That does not excuse the cooperate blunder for not having sound processes in place to inform the customer with accurate information. Or to put their representatives in a position to give inaccurate or blatantly false information.


Rated 1 out of 5 stars

Im soooo disappointed with…

Im soooo disappointed with BikesOnline.com

I bought the bike below on Feb 9th:
2022 POLYGON STRATTOS S8 DISC

I STILL havent received it after one month! OK! I get it. Shipping issues. But I would appreciate if someone, ANYONE from the company could at least return my calls or emails!

A few weeks pass by, and this is what I got:

"At the moment, it's ready to ship anytime. We are waiting for FedEx to pick it up at our warehouse in Simi Valley" dated 2/28

Its 3/11/22 and still NO BIKE!

Im pretty sure this is NOT a FEDEX issue.

I've emailed and asked if I could CANCEL the order and provide the refund process info.

I WAS GHOSTED! So now, Im wondering did I just get SCAMMED out of almost $3000?? Will I need to SUE this company??

If I do receive the bike soon, will it have issues working properly? Or a missing part?
Then deal with MORE HEADACHES on returns, warranties, exchanges, REFUNDS, etc...

I should've done MORE RESEARCH on this company before buying:

See BBB's BikesOnline reviews!

So... For now, I will keep reaching out and hope for the best. All Im asking for is to receive a bike that I payed for thats in great working order.

Is that too much to ask?

Reply from Bikes Online

Hello,

We want to apologize for your experience with us, it does look like your ticket was resolved and a refund issued upon request. We appreciate your feedback regarding your purchase.