Complaints

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a HEAD PAVA bike from bikesdirect.com. I left the bike to a shop to get mounted and got a call from the shop stating that the front hub end cap was missing.I went to the shop and we verified all items that came in the box.. nothing was there. The box and the rest were throw away after that.***** of Bikesdirect asked for a picture of the protection as a proof, but I would not know that I had to keep a piece of plastic or a cartoon box to prove that a part is missing.I reached bikes direct and I was told that it will be my resposability.I want either the part or a full refund. Thank you.

  Business response

  08/16/2024

  I am very sorry to hear about this

  It is true; the part was in the packaging and likely lost

    BUT I will instruct my staff to send customer a new part ASAP

   

  thanks

  ****

  Customer response

  08/16/2024

  I have reviewed the business response and accept this resolution. They will send a new part.  Please close it.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Company lies about included parts. I have found many of them to be defective, cheap, and damaged.The hydraulic reservoir for the brake was damaged. **************** considered the damage cosmetic even tho the pictures show clear damage and cracking to the end cap. For this they offered me $10. The crankset had bad threading, they expected me to pack up the bike and take it to a shop to chase the threads. First off this is 6000 series tempered aluminum and they dont make a 5/8 reverse thread ****** They do make a tap and it will ultimately re-cut the threads which will be loose and cause the pedal to fail prematurely.Since I have found the headset has damaged bearings. The front suspension bottoms out, preload is useless. Front derailleur will not align with 3rd chainring with any amount of adjustment. Ive had to replace the crankset, the bottom bracket, the front derailleur, the headset, and now apparently the front forks. In total they have offered me virtually nothing for my troubles with this bike. Ignored everything I told them and determined my issues were extremely minor. I asked for a return label and was immediately warned that anything they determine to be my fault would be deducted from my return at a pro-rated scale. Basically telling me that when ***** damages my new bike when it leaves their warehouse it my problem, but if they damage it upon return its also my fault. They literally did everything they could to dismiss my issues and made it my problem.

  Business response

  07/23/2024

  I am very sorry to hear of this issue. It is the first I have heard of it.

  I will contact my service center and find out what is going on here.

  This is a popular bike; and we would gladly take it back [if the customer will pack it properly - so it is not damaged on the return trip]

  We will find a way to work this out fairly

  I am somewhat surprised, as I never hear of issues in general - but certainly not on this nice bike

   

  ****

   

   

  Customer response

  07/23/2024

  I am rejecting this response because:  its the same c*** You notice they say this is the first they heard of it. I have a string of emails. You notice the immediate warning to pack it properly therefore making me responsible for shipping damage that they themselves will not take responsibility for when I receive a damaged bike. They have yet to send me a label. I have wasted an enormous amount of time trying to correct this nonsense and once again they ignored the issue. 

  Business response

  07/26/2024

  We offered to take the bike back; I have reveiwed the emails - and we offered full refund upon return of the bike if packed properly

  We paid for and sent return ***** label

  We have not received the bike back nor any indication that the bike is on the way

   

  If the bike is returned properly; we will refund the purchase

  Customer response

  07/26/2024

  I am rejecting this response because:   I have not received a label to return. The bike has been packed up for over a week with pictures taken of the entire bike. Been waiting for a label and it took them this entire week to respond

  Customer response

  07/26/2024

  I double checked and the last email I received from them was a email saying they were going to have some department send me a return label. I dont have any emails after that either in my junk folder or my main inbox. 

  Customer response

  08/19/2024

  Yes, after arguing for days on ****** that I had not received the ***** label, they finally provided one and ****** issued a full refund. Keep in mind, BikesDirect did nothing to help except prolong the case. 

  Business response

  08/21/2024

  we admitted to resolve this issue as quickly as we could; but the customer expected instant response by ****** and fedex

   

  we have 25 year history of handling matters fairly and quickly

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2024 Motobecane HAL29 Comp ********* 1X12 purchased.The bike arrived for paint damaged and issues with loose and damaged components. I was directed to contact their "tech support" email ***************************** Several days after contact ***** responded offering $35 for the paint issues and didn't respond to the mechanical issues with the bike. I told him that $35 to not appropriate and needed to respond to the mechanical issues. I responded "increasing his offer to $50" and asked for videos. I sent videos and he told me to swap the pedals and tighten the crankarm bolts. I did this and there was no improvement. His next request was for me to take the bike to a bike shop and have them diagnose the issues. I responded that was not acceptable as they would charge me. I asked for the technical specifications for me to tighten all of the bolts and he refused to provide anything stating that it is my responsibility to ensure the bike is adjusted. Bike adjustments are referring to the brakes, shifters etc. The frame must arrive properly torqued. I again asked for the specs and he refused says that it is not under warranty and it is my responsibility to adjust the spec. I responded to get the specs and he again refused.This company sold me a bike with cosmetic damages and mechanical issues that they refuse to address.

  Business response

  07/29/2024

  I am very sorry to hear about this issue

  I will send this to our service **** and I instruct them to work towards a resolution

  And I will try to figure how to solve this issue

  Again; I am sorry this issue occurred - it is not all al typical

   

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Mule Pro bike I purchased for $2000 (plus tax) and assembled has a dishonest and critical distortion about the range. There is no way the bike can go further than about 25 miles on the lowest electric setting. The site (image attached see area circled in red) says it can go up to 60 miles. A very big part of an electric bikes value is it's battery size. Batteries are very expensive. I reached out to the company and was offered a second battery for $600, which is 30% of the value of the whole bike. The extra battery would simply double the range from 25 to 50 miles, which is roughly what was originally advertised as the range. As such, the distortion shows a bike that should cost $2600 being sold for 2000. That is a lie. I would not have bought the bike if I had known that. Further, while the company is willing to take it back, even after I pointed out their distortion, they will charge me shipping and it was my cost to assemble it. They should do better than that and either ship me the additional battery for a very low cost or refund my shipping charges. This is 100% their distortion.

  Customer response

  06/18/2024

  Hi- the company called me and offered me a very fair settlement (an additional battery at a fair price), which I accepted. As such, I would like to retract this complaint. 

  Thank you!  The BBB made all of the difference!  

  Business response

  06/24/2024

  It is my understanding that ***** in my service **** has handled this issue

  And that everything is now good

  Please let me know if anything else is needed

   

  ****

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/15/2018 I purchased a *************** Century *********** from Bikesdirect.com. Upon recent close inspection, I discovered a crack in the frame. This is a carbon fiber bicycle and this is not supposed to happen. The advertised warranty indicates lifetime warranty. I sent pictures and proof of purchase to ********** and have not gotten a reply.

  Business response

  12/27/2023

  I have not heard of this situation

  My staff has not either; so we are unsure where the customer sent their claim

  This type of situation goes to ***** our service manager

    and I am sending the claim to him; he will start process with customer today

  service email is ****************************

  Carbon Fiber frames have a 1 year warranty, but we do discounted replacements for longer

  If I understand correctly; this frame is 5 years old. A crack in a 5 year old carbon fiber can be from any number of things

  So we offer replacements on frames like this at a major discount

   

   

   

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order and made payment for a HAL ****** M600 29er ebike from BikesDirect.com on December 15, 2022. The ebicycle was delivered to my address on February 10, 2023, precisely at 5:13 PM. I assembled the bike on February 18, 2023, and regrettably, I immediately encountered several problems. Specifically, the bike's charging system failed to charge it, and the ebike would power on briefly, only to shut down after just 10 seconds, rendering the motor inoperable.On February 28, 2023, which was well within BikesDirect.com's 30-day return policy, I contacted ***** to report these issues and requested a replacement. However, instead of facilitating a replacement or accepting a return, ***** initiated a series of delayed email exchanges spanning over the course of the subsequent 12 months in an attempt to address and resolve the problems. After months of working with BikesDirect.com, Bafang, and a certified Bafang repair shop the repair shop has determined the bike non-repairable and advised me to either send it back to BikesDirect.com (they will not accept it) or remove all the bike components and attempt to sell the components as parts to recoup some of my money that I spent to BikesDirect.com. BikesDirect.com refuses to accept this bike back for a refund as stated in this email: "Hello again ****,I received your certified letter.Again, returns are only accepted during the first 30 days from purchase. After that date returns are not accepted and we will not refund the bike purchase.This is clearly mentioned in the *** on our site. Best regards,***** @ Bikes Direct"Unfortunately, the issues persist, and I am left with a non-functioning eBike that cost me $3,262.45 plus $250.00 repair and diagnostics work at the bike shop. I request a full refund for this ebike that I have had for 12 months and it has not worked from day 1.Sincerely,*********************

  Business response

  12/12/2023

  I am very sorry to hear about this issue. I do not know all the details; but I want the customer to have a ***************.

  I will instruct my staff to issue a call tag [at our expense] - bringing to bike back to our service center

   We will either fix the bike and ship it back or replace it with a NEW bike. 

  I will have my staff contact the customer today and issue the call-tag with proper packing instructions

  We will get the customer on a ************! either this one repaired or a new one

  Customer response

  12/13/2023

  I am rejecting this response because:   I want to emphasize my willingness to return the bike to BikesDirect.com under the condition of a mutual agreement between BikesDirect.com and *********************. This agreement specifies that upon receiving the bike in its original condition as initially sent to me, BikesDirect.com commits to a full refund of my purchase amount, including any additional expenses incurred. It is crucial to note that BikesDirect.com originally sent me a bike that was not in working condition, thereby violating our initial agreement of me purchasing a bike and them sending me a fully operational one. In light of this, is it fair that I should be responsible for diagnosing the original problem with a certified ****** service provider and paying for these services to attempt to fix a bike that you sent me that did not work? I've reached a point where I can no longer tolerate further delays or complications related to repairs or replacements from BikesDirect.com, particularly in the pursuit of obtaining a functional ebike for my wife. My only agreement at this juncture is a complete refund of the funds expended thus far.
  
  Furthermore, I'd like to highlight that I have already sent the bike back to you for repair on 5/12/23, and BikesDirect.com significantly delayed the return by a full 3 and a half months, finally sending the bike back on 8/23/23still not in working condition. Upon reaching an agreement, I will proceed to return the bike using the provided shipping label. Is this arrangement acceptable?
  

  Business response

  12/14/2023

  Our service center is in contact with the customer

  The bike was sent in operating condition; so we do not understand what is going on

  AND we can not tell what is going on without seeing the bike

    it was working and tested the last time we sent it to the customer

    so we are completely confused

  We have sent a ***** shipping level at our expense; so the customer can send the bike bike so we can evaluate it

  We can not decide what to do without seeing the bike

   

   

   

  Customer response

  12/14/2023

  Hello,

  I am attempting to send the bike back to Bikesdirect.com and get a full refund.  I do not want to close this complaint until I get the refund so what do I do in order to keep this complaint active until I get the refund - most likely 2 or 3 weeks because bikesdirect.com is very slow in responding?

  Any help or information is greatly appreciated.

  *********************

   

  Customer response

  12/18/2023

  I have reviewed the business response and accept this resolution. 

  Hello,

  I am attempting to send the bike back to Bikesdirect.com and get a full refund.  I do not want to close this complaint until I get the refund so what do I do in order to keep this complaint active until I get the refund - most likely 2 or 3 weeks because bikesdirect.com is very slow in responding?

  Any help or information is greatly appreciated.

  *********************

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an electric ********************* m600 mountain bike. During assembly noticed the drop seat post tube had a broken lever where the wire connected. Contacted them and they straight said sorry YOU broke your drop down post. I explained it was received this way, then ***** responded that I am the first to handle it and they send them with protection. They offered to GLADLY refund me the 10 dollars for the little Sheetmetal part that I would have to order online. I am using the bike with a regular seat post and to rerun the cable and to try and repair the mechanical part of the seat post is not worth my time and effort. I would have expected them to ship me the part or a new seatpost and also not accuse me of breaking it.

  Business response

  10/26/2023

  I am sorry this happened

   and I will get with the service **** and have part sent; as needed - It is odd, as seat posts are normally not installed in the bikes we ship. Installation is up to the customer. But maybe I do not understand the issue

   

  But that is not the point, the point is I only want happy customers

   

  thanks

  ****

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2 beach cruiser bicycles on June 19th, 2023. One bicycle arrived with a damaged tire. I emailed the merchant with photos of the damage advising of the issue. The merchant claimed it was cosmetic damage and asked me to try and inflate the tire, which I did, but the tube and tire were compromised by the damage rendering the tire useless. I asked for a replacement tire and the merchant denied my request. I offered to send back the damaged tire for the merchants inspection and they refused. The merchant only offered a $7 credit or tube which would not solve the issue. I am stuck with a $299 bicycle without a working tire.

  Business response

  07/10/2023

  somehow BBB has changed their system

   

  so I am finding hard to respond

    but I want to take care of this customer

   

  i will ask my service manager to handle this

   

  I hope someone gets this message

  as the new system is confusing

• Initial Complaint

  12/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought a brand new bike from the store's website and it came with a bent wheel. When I asked for a replacement they basically told me it was normal for new bikes to come with bent wheels and I would just have to fix it myself or hire a bike shop to fix it for me. They refused to pay for the repairs to the wheel or to send a replacement.

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2023/01/03) */ This does not sound like anything my service would say However, the wording is confusing bent wheel is a serious matter that requires replacement Out of true is minor issue that exists to some degree on all bikes If this wheel is bent We need to pick it up and send a new one If it's out of true It's a minor adjustment that a customer can do Or a reasonable shop can handle for $10 or $20 I will have the service dept contact customers And try to work out a fair solution ASAP **** Consumer Response /* (2000, 7, 2023/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Bikesdirect.com has offered a refund to help offset the costs of repairs. I accepted the refund and agreed to drop this specific case concerning the bent wheel. I will also refrain from filing a complaint regarding a defective derailleur.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/7/19 I purchased a bike from bikesdirect.com. On 9/21/21 I informed bikesdirect.com that the frame had cracked and per their instructions I disassembled the bike and shipped them the frame. On 10/14/21 I was notified that bikesdirect had received my cracked frame and have ordered a warranty replacement frame. 1 year later they still don't have a frame and don't have an ETA for a replacement frame, their only response has been to tell me to keep waiting. At this point I don't believe they are capable of honoring their warranties and want a refund.

  Business response

  12/28/2022

  Business Response /* (1000, 5, 2022/10/13) */ I am so sorry that supply chain issues have caused this and other problems throughout our industry the factory is working on making and sending a frame but its a nightmare i have told Larry, in the service dept, to try to find a new bike and strip off all the components, and send that frame I hope that can be done quickly we will stay on this issue and communicate with the customer

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩