ComplaintsforBikesdirect.com

• Initial Complaint

  04/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have a defective bicycle that have poor manufacturing defects. This is not damage during shipping. I have tried contacting bikes direct through every means they provide on their website, with no contact on their half. I would like a return shipping label for this bicycle and a full refund.

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/04/12) */ I have no idea why the customer can not reach us. Our phone is answered from 9 to 5 eastern time 5 days a week. Plus emails are answered daily from ************@aol.com and plus other options on our site. In addition, the tracking email has our sales email of [email protected] I will have a label made and instructions sent to the customer; so they can pack the bike probably. BTW; tens of thousands of X-Rod models sold with zero defects. If this one has a defect, I surely want it back - so I can find out what might be the issue

• Initial Complaint

  02/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered 2 bikes. One of the bikes has a damaged wheel. They offered a $25 credit to keep but would not replace. The second bike came in a lot worse. Multiple spots on the bike that have damage/scratches all over. There is a bent derailleur hanger on the rear making impossible to ride. The front wheel is bent due to poor packaging to protect bike during shipment. They have offered a refund but I ordered and paid for these during their pre-order sale which is $100 off. So if I went this route I would have to pay an extra $200 for what I already paid for originally. They also want me to package up the bikes and send them back and will charge me back if there is any damage done. I promise there will be damage done because they didn't even package it good enough to stop damage from happening when they shipped it to me. I also asked for a phone number so I could speak with a manager and they stopped emailing me back once I asked this question. They are being unreasonable and all I want for them to send 1 front wheel replacement for the 1st bike and to replace the 2nd bike completely. I will ship the front wheel and 2nd complete bike back but will need packaging that they are comfortable with me shipping the bike back in so no more damage is done. I don't think I should be responsible for finding/building a package that won't damage the bike during shipment. Heck they can't even do it so what makes them think I will be able to? Please help get this resolved.

  Business response

  03/23/2022

  Business Response /* (1000, 7, 2022/03/02) */ I am sorry these bikes were damaged in shipment In order to make a claim with FedEx we need the bikes back The Bikes can be packed with instructions we can send and we can issue FedEx label to ship them back. Then we can refund the customer I will call the customer and see if this can be worked out

• Initial Complaint

  01/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a HAL Boost 29er Eagle LTD mountain bike from BikesDirect.com on November 11, 2018 for $1,999.95 USD. The frame suffered a catastrophic failure under normal riding conditions while under warranty and I filed a warranty claim with BikesDirect on 9/29/2020. I received this response from them... "I'm sorry that you're having an issue with your frame. I'll be glad to help you with this. Thank you for the helpful pictures. It looks like this should be a pretty straightforward warranty frame swap. Please send your cracked frame (frame only-no parts attached) to me at: Bikes Direct Attn: *****/Warranty 300 S. ***** St. Suite C Garland, TX XXXXX" I sent them the frame and Larry said that they would send me a new frame when one came in or they would strip down a compatible bike and send me the frame. Months went by and I did not hear from them. I asked if they could make other arrangements such as a refund, partial refund, give me a comparable bike etc. and Larry said there was a global bike shortage and I would just have to wait. I have been waiting a year and a half and have nothing other than a pile of parts for the $1,999.95 I spent with them. I would like a comparable bike or the frame that goes with my parts or a refund.

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2022/01/13) */ I am very sorry the customer is having this issue. I have not heard of this myself yet. I have just emailed ***** and his supervisor to supply all details to me and I will get on the process of moving it forward as quick as I can. It is true; there is a bike shortage world wide and that the supply chain shortage has hit the bicycle industry the same as all other industries. But as soon as we can get any warranty part in; we are taking care of the issues. I will have ***** get timing update and options to the customer as soon as we can. What is happening to everyone in industry right now is not normal - we all hope it ends soon Consumer Response /* (3000, 7, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have offered no solid resolution other than "we will look into it". I think regardless of the circumstances related to shortages, after a year and a half that it is incumbent on the company to find some other solution to make this right other than "we will just continue to wait". Business Response /* (4000, 9, 2022/01/18) */ I have contacted the factory and demanded they speed the replacement frame OR cover the cost of an upgrade frame Please return the bike parts to ***** in our Dallas service center We will rebuild the bike and ship back I Please ask ***** for a return label which we will cover the cost of in order to get the parts back I will find a way to solve this as soon as I can even if we have to upgrade frame **** Consumer Response /* (2000, 11, 2022/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business has made the offer that if I send them the rest of the bike parts that they will build me a bike of equal or greater value. If they will follow through with this offer then I will be completely satisfied.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently ordered a bike from Bikes Direct. It was received on September 17. Within a few days during assembly it was determined that the fork was not the correct size. It was for a larger bike. I have called a number that goes to voicemail and made 4 email requesting assistance. Their site is great for ordering but awful for getting service. Everything leads back to emailing where you are assured a quick response. No response in 12 days and multiple attempts. I want to send the bike back and can't get clear instructions on the website. Again another email to use. The bike cost $299.00 plus tax. This bike is also under warranty. I have no recourse if I don't get a response. I would like to return the bike and get a full refund. This bike was shipped from a warehouse in Garland Texas where Bikes Direct stores bikes in a warehouse. I can't return it to the address on the shipping label without communication from Bikes Direct.

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/09/29) */ We are very sorry the customer has this issue we do have a phone number that is answered 8 hours a day from 8am until 5pm Eastern time - 5 days a week the number is XXX-XXX-XXXX We answer emails 6 days a week; and never skip any So I do not know what has happened We are happy to take the bike back And are interested in seeing it As the problem descriped has never been seen by us in over 25 years and over a million bikes sold The customer will be contacted by us Consumer Response /* (3000, 7, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The telephone posted in the response is a fax machine. I checked all my email folders and there was no response until yesterday after filing this complaint. The first email I received was yesterday and in it Larry@BikesDirect stated a shipping label was sent out previously, that did not happen. If I received the email yesterday I would have received any previous emails sent. And why was a shipping label not included in the email I received yesterday??? Thank you for the opportunity to respond. Business Response /* (4000, 9, 2021/10/08) */ we have tried to contact this customer we will reach out again today I have no idea why she can not call us dozens of other people call us daily I will make sure she gets several calls and emails today this is SOP for us; so I have no idea why its not working in this case Consumer Response /* (2000, 11, 2021/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was sent a shipping label. The bike was returned and I noted the credit on my account. Thank you for assisting.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #: XXXXXX I gave this company over $1200 in April for bike to be delivered no later than end of July. The company have never emailed me. The company has no phone contact. I have sent over 15 emails to the company's various email addresses with no reply of the status of my order or status of a full refund.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/08/16) */ unfortunately, everything product in the cycling industry is runing late - along with almost all other industries Our order line is posted several places on the site We answer phones 5 days a week fro 9am to 5pm eastern I am not sure why we have not had a call from this custo0mer we have several email addresses - including the one that confirmed the order those are answered 5 or 6 days a week We show NO emails from this customer I do not know why Since the customer mentions refund; I am having the office refund him today I AM VERY SORRY THIS HAS HAPPENED COVID has made production and shipping completely unpredictable Consumer Response /* (3000, 7, 2021/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because the company has lied and has not issued a refund to my paypal or my credit card. In addition, the company is lying, they do not answer phones, and the specifically state that you cannot contact them by phone except to place a payment order. In addtion, I have attached a screenshot of my SENT emails to this company who claims they have never received any emails. Business Response /* (4000, 9, 2021/08/19) */ I would be glad to call the customer on this issue WE NEVER LIE TO CUSTOMERS the phone number is on the site customer can call 9 am to 5pm EST Monday through Friday excluding holidays at XXX-XXX-XXXX. we answer phones during those times we have refunded this customer; BUT they filed a charge back with their CC company according to paypal - and that slows the whole process down I will ask office to email customer; so I can get OK and number to call if he wishes Consumer Response /* (4200, 11, 2021/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Vendor has stated on August 19 they will refund me that day. No refund on my credit card or paypal. Vendor has said they shall "ask office to email customer". No email from vendor. Vendor claims they "we never lie to customers". Words not followed by actions are called lies. Business Response /* (4000, 15, 2021/09/23) */ Customer filed a chargeback since once filed PAYPAL does not allow refunds We sent letter to PAYPAL on AUG 10th which OKd the refund/chargeback His bank was then notified by Paypal So we handled this as and when we said we would screen shot of proof attached

• Initial Complaint

  08/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a full suspension mountain bike with 29 inch Rims, RockShox AIR LockOut FR/RR ThruAxle, WTB TCS Tubeless Rims, Maxxis Tires for $1,499 plus tax 6.35%. I was charged in full $1,595.20 on March 24. I was supposed to be shipped by the end of March. I had a $200 Credit that was applied from a defective bike of order earlier. They never shipped my anything! They have change the shipping date from March to April, to May, to June, to July, now it is August. I can't get any one on the phone. They stopped returning any of my last three emails. I have request a refund and nothing has been returned.

  Business response

  11/01/2021

  Business Response /* (1000, 5, 2021/08/06) */ I am sorry; as with about all suppliers of everything products are runing very late and ocean freight companies keep postponing shipments for us and everywhere Franckly; its a nightmare But we are happy to refund anyone who requests a refund And we answer phones 5 days a week from 9am to 5pm eastern tire How this request slipped thru; I have no idea but it will be handled at once Consumer Response /* (3000, 7, 2021/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reasons I do not accept their response is as follows. Mainly, I just to not believe them any more. I have been told so many deferent stores I have lost track. Month after month a new story. They charged my credit card for $1,595.20 in March. It is August. No bike, no date for shipment, no refund, no return call, no answering their phone, no idea what they are doing. I only ordered a bike from them because the first one failed. They agreed it was defective but in order to get it fixed I had to bring it to a bike shop. Have the frame removed from all the parts. Then have it put in a shipping container. Then pay for shipping to them and also pre-pay for the return shipping. Finally, I would have to pay to have it all put back together. This would cost more then I paid for the bike, so we agreed on a $200 credit toward a new more expensive bike. I only filed a complaint with BBB after multiple emails were not return over the course of over a week. And I trying to call them many times. I also left messages. I can go on their website right now and it will tell me I can preorder a bike that will be shipped out by the end of the month. But I know that is NOT true. So, as it stands right not I have paid for two bike and I have zero bike to ride! You can try giving them a call and see what happens. For me, I can call morning, noon, and night and not get them on the phone. Business Response /* (4000, 9, 2021/08/11) */ We answer phones 5 days a week. We have no message from this customer. I have no idea why this is happening; but I will try to call him at the number posted here Or he can email ****************@aol.com with request for call from CEO with best time to call Or customer can text to XXX-XXX-XXXX and let me know the best time & number to call at Consumer Response /* (4200, 11, 2021/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The CEO of bikesdirect.com was nice enough to take the time to call me. In short, he stated he had the bike I ordered. We agree that bikesdirect.com would ship me the bike and this would resolve the issue. He stated he would text an employee and they would email me a permission to charge for the bike. Great, I was so happy to finally have my bike and have this issue over with. Email never came, so I called, and called. I have called multiple times over two days. I have left messages. No reply. I know see that they have SHIPS NOW on their website! So I paid months ago and still I do not have a bike. I don't understand. If they have the bike why are they not shipping it. So, if you prepaid by preordering it they wait to ship it but if you order it today they ship it NOW. This is very frustrating! There were many bikes I could have bought that are now sold out. When I was on the phone, I told the CEO I just wanted to get a bike. What could I do just to get a bike. I want ship NOW. I have already paid for the bike. They have all my information. If not I would have been happy to give it to them again. I don't care if they have to cancel my old order and place a new order, whatever. I just want them to send me a bike. So as of now I still do not have a bike to ride. There is not one one its way. I cannot get a hold of bikesdirect.com Business Response /* (4000, 18, 2021/08/24) */ I honestly do not know what the isue is here we get phone calls everyday; but none from this customer I will try to call him at the number listed I will have office email here at email listed This is a communication issue; so I will attempt to solve it today

*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. ↩