I ordered a beautiful Viking bike for my daughter. When it arrived I immediately saw a number of quite bad scratches on the frame. I contacted customer services who asked me to send photos, which I did. They offered me a set of bike lights or £10 refund.
I said no, and they upped it to £15. I unwrapped the rest of the bike and found lots more scuffs and scratches. I sent these photos as well, and was told that the most they would still refund is £15.
I told them that this wasn't good enough and to come and collect the bike. They said that I had to repackage the bike with ties, and as it was, and if any damage comes to it on its return, I would be charged for it. At this point I read some very worrying reviews of this company and decided that sending the bike back and hoping for a refund would be a very bad idea. They had my credit card details and had already informed me that if they decided thst the bike wasn't packaged well enough by me, they would take money from my account. I decided to cut my losses and my daughter ended up with a scratched and scuffed bike for her birthday, which I then had to pay someone to assemble, as they sent me assembly instructions for a bmx.. a completely different bike.
Avoid this company at all costs; their cheap prices are not that cheap at all when they are sending damaged items to their customers.
I ordered a Ridgeback Comet for my wife from Bikes2udirect. It was delivered within 48 hours [by Yodel] and it was very easy to track the order. The bike came without the tools for assembly but they were sent out the next day after contacting customer service. I had had a nightmare with a bike I ordered from ASDA Direct and I was so impressed with the service from Bikes2udirect that I ordered another Ridgeback from them for myself - again very pleased with the bike and service.
I was scared after reading the bad reviews ( I had ordered my bike before reading the reviews ) I panicked a bit. I ordered it Saturday morning. It said three to four days. Monday I got a mail with order number and tracking number. Tuesday morning tracking worked and said it was on its way. Three pm it was here !
And all the pieces were there, perfect conditions, tools for putting it together. Nothing to say.
Bikes2udiect = excellent
Yodel = excellent
DO NOT USE THIS COMPANY. We bought the Raleigh Miss Kool for our 5 year old On arrival the left hand brake lever was smashed. They replaced it. We fitted it. However, after the bike was assembled and my daughter gave it a try it was evident that the rear wheel was buckled making the bike unusable.
When we contacted the company they refused to accept liability for the damage, blaming the courier company. When pointed out that the bike was unfit for purpose they refused a refund on the basis that the bike was now secondhand, having been ridden around the garden once even though the fault in the wheel wasn't obvious before the bike was ridden.
Their solution is for us to take the bike to Halfords for repair which they will reimburse to a maximum of £10.99 or for us to disassemble the bike and return it to them for repair. Notwithstanding the hassle of disassembling the bike, clearly we have little faith in their ability to repair the bike when their aftersales service has been so slippery. Also perhaps the courier company will damage the bike on its return to us and we'll be back where we started! Overall, extremely poor after sales and no sense of responsibility. This company are clearly more interested in a quick profit than repeat business. AVOID!
Matt Hind found this review useful
My bike arrived without a saddle...need I say more? Yes? Ok then my friends back (ordered at the same time) came broken and with not tools or instructions.
I was advised by customer services that I was "Unlucky" absolute joke.
Ordered my bike the Sunday before August bank holiday. The delivery options said it would take 3-7 days to be delivered..
It was dispatched on Tuesday evening and delivered Wednesday afternoon.
There is no damage to any parts of the bike and all the parts/ tools was included.
Couldn't be happier about receiving it so quick. As I am able to ride it all week now!
I ordered a bike for my kid and the pedal axle was not fixed properly. I didn't have proper tools to fix the pedal. I wrote to customer care several times but in vain.
My recommendation: Make sure you get the right product and in proper condition
I must say after placing an order for this bike ( for very good price ) and reading reviews afterward I was bit panicking.
The bike was delivered as prescribed and fast delivery as well.
I cannot give better ratting because my personal experience with them was very good.
I've ordered 2 bikes from them in the last 6 months. The first goes like a dream, but has now left my care for that of my father.
I ordered a second, bigger, bike which was to be delivered by Yodel (who are the worst yet most widespread carrier). Yodel, being incompetent have (unsurprisingly) badly fumbled the delivery. I contacted Bikes2U to enquire about a resolution to allow us to bypass Yodel. Within 20 minutes, they phoned me, explained the situation and we worked out a resolution.
Top notch service all round.
Terrible experience and service & still no bike or refund! We ordered a bike from them for my sons brithday. it didnt arrive 2 days before my sons birthday when it was due & we chased & chased with no joy. They told us it had been dispatched to their courier (Yodel) & was stuck somewhere with them but they couldnt get in touch with them so there was nothing they could do & they refused to re-imburse any money until they had located the bike! Every day we chased & chased & chased to no avail - they repeatedly promised to call back & update us but never did & refused to take any responsibility. Eventually several days after my sons birthday and 20 or so calls from us later after my repeated suggestion they escalated above the local Yodel depot they said never answered the phone, they finally advised it had been stolen from the depot. They have now promised the money back but not seen anything yet so who knows! The only person I was ever able to speak to was a girl who clearly had no authority to do anything but was well practised in the broken record technique & dealing with difficult situations - she continually put me on hold to refer to someone else in the office but refused point blank to allow me to speak to anyone else even though someone was clearly there. Terrible service & I feel ripped off!
Absolutely shocking customer service - from order date to delivery took 10 days - still have not had any form of apology from the company - have asked for a refund of my delivery as a gesture of goodwill and they have refused. Prices may be good - but make sure your prepared to wait a long time for delivery and expect bad customer service.
Within two weeks of purchasing a bike, the right pedal had fallen off. We contacted customer services who said it must have been a problem that we caused when putting on the pedal. The companies 'compromise' was that they would send out new parts that we would have to pay for, and also pay to be fitted!! Do not use this company for any purchases.
We received the bike within the timeframe we expected. However, after one week the left pedal fell off, the right pedal is almost in the same situation and the gears don't work properly. We have been in contact with Bikes2udirect since then and they just refuse to replace the bike or repair it or even give back the money, in spite of our complaint being made 1 and half week after the bike arrived. We have contacted Consumer Direct to log a claim against them and probably we will be forced to go to the small claim court to have our money back because the only thing bikes2udirect say is that none of these problems are covered by the manufacturer guarantee! DO NOT USE THIS COMPANY EVER, IT'S A COMPLETE RIP OFF
after sales customer serivice is complete rubbish. had a bike 2 weeks and it broke. we were told we would have to pay to have it collected and repaired.
DO NOT USE THIS COMPANY EVER. THEY WILL RIP YOU OFF. WE HAVE EMAILED TRADING STANDARDS AND OFT ABOUT THEY WAY THIS COMPANY WORKS.
I received a bike that I purchased there with a default crank’s thread. After calling the Customer Service they didn't want to do anything about it. After 2 weeks waiting they sent me a new pedal that of course didn't fit in the crank. After calling them more than 10 times at last they asked me to send them pictures from the crank so they could decide what to do. Of course they told me that the warranty didn't cover that piece and that I've to pay for that.
So basically I've to pay for something that received broken and I couldn't ride the bike for 1 month after its purchase.
To stress that the Customer Service tactic is put you on hold for a long time or just remain in silent when you ask for an explanation.
As I said, WORST SERVICE IN MY LIFE.
Bought a Big Daddy Rooster BMX for my son at Christmas. It arrived on time and i gave it to a bike shop to assemble. The man at the bike shop called me to report a broken seat, two buckled wheels and a stunt peg which had no thread or knurling. I sent two emails to 'Bikes 2U Direct' which were never answered. Eventually i managed to contact someone in the customer service on Xmas Eve who said they will despatch replacement parts but they wanted the old wheels back. I said that my son would want to use the bike although limited, as it is a present, and they said to take of the tyres when we send back the wheels. Anyway they cocked up the collection and delivery (which for some reason had to be done separately), which meant we hade to stay in for a whole day waiting around for nothing. Eventually all sorted out by 4th jan 2010.
The best bit**************************************
Had a phone call today (12th Feb 2010) from 'Bikes 2U Direct'and they want the tyres and inner tubes back. I told them that it was not my job to swap these over when the new wheels arrived and that they should have sent the wheels without tyres.
The guy called me an opportunist and said that they would charge me £20+ for the tyres and inner tubes. And guess what - my credit card has been charged already even though i did not give my authorisation.
I f you want my advice - do not touch this company with a bargepole.
It would have worked out cheaper for me in the long run to have gone to my local bikeshop.
No problems placing and receiving the order. After receiving two faulty cycles, gear change faulty on both, plastic parts smashes and missing on one. Chain snapped after leaving house after a few minutes on the other. After sending three emails still no contact from customer care. If the company makes contact to resolve the problems with these two cycles that are unable to be used from new!! I will be happy to update on this site. (cycles sent not the same spec as advertised on their site)
I have now been contacted by bikes2udirect and they have exhonerated themselves by replacing the faulty wheel.
Will order my next bike here
I received the bike for my son with the back derailer bent (can happen) rang them and then replaced the bike. The replacement bike has a buckled front wheel which make the disc brake rub. I've have written to them now 5 time and have not had a response. My mornings tend to be very busy so it is difficult for me to ring them before 12 so hence have had to rely on email.
I ordered a Raleigh Krush 2009 for my 4 year old daughter. My husband put the bike together and gave it to my daughter to ride. The next day I realised that it was the old 2008 version. I contacted the company and received the following reply "I am sorry to hear we have sent you the wrong version; I shall make sure extra care is taken in our warehouse. I am glad to hear that your daughter loves the bike, I do hope you will return to us in the future as this mistake happens rarely." Was this a genuine mistake or just a good opportunity to offload old stock? I feel the company should at least have offered to change the bike as the goods I ordered were not what I had received. It is pretty hard to try and take a new bike off a child to try and send it back. The bike was nearly £100 including postage so is not cheap.
Very disappointed with this site and the service.
We ordered a child's bike for our daughters birthday, and chose their recommended bike for a 6-9 year old (her just turning 6). Arrived rattling around in its box (no padding), and as we (carefully) put it together, realised it was way too small for an average 6 year old let alone a 7,8,9 year old. Took great care not to mark it, and disassembled it on a carpet. Arranged to return for a refund (which I had to do at our own expense, as they said their description wasn't at fault!). We were extra careful to package it carefully (already got the feeling this was not a customer-friendly company), all parts fully bubble-wrapped and boxed, and used Parcelforce 24hr to return (so it would be signed for). After a week we had not been contacted or had a refund. I telephoned and was reassured someone would get in touch asap. Another week passed - I rang again. Was then told that the bike had a scratch on the frame, and that they were only going to refund us 85% of the value. Very poor, and shocked that I had to phone to find this out two weeks later. No attempt had been made to contact us. I had no recourse to contact Parcelforce to check on the condition on delivery. My advice... don't use bikes2udirect! They obvious pay to be top of the search engine listings, so you think they are good, but not bothered about keeping customers happy afterwards.
Website works well. Bike was delivered as promised within 1-3 days. Upon building bike it became clear front wheel was buckled. I followed the advise on their website and sent an e-mail on the Friday bike was delivered. No reply was received by Tuesday so I phoned them up. I had to wait five minutes but once through they arranged a wheel swap on Thursday. Overall Im happy with the service and bike.
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