99 Bikes - Maribyrnong Omdömen 107

Top team at 99 bikes Maribyrnong, most enjoyable experience.
My new Merida road bike, set up perfectly by Mechanic Nathan.
Professional staff, friendly & knowledgable.
99 bikes Maribyrnong is my ONLY bicycle store.
Jason, get that A frame out front on nature strip - 99 BIKES HERE, with large arrow - just do it !

The communication for our click and collect was great. The staff in the shop were friendly and knew where our purchase was.

I looked online for a replacement derailleur with prices wildly all over the place and shipping costs that are not pocket friendly.
Checking my local 99Bikes they had a compatible one showing available. At 8:30 in the morning I paid online for "click and collect" with a promised wait time of up to four hours. Fifteen minutes later I received an sms saying it was ready to pick up. I got there as they were opening their doors for the day and had my bike up and running like dream an hour later.
An excellent way to do business.
Highly rated.

I would honestly love to score them 0 stars if I could. I recently purchased some tyres and inner tubes via your website.It was 126 dollars and I chose click and collect from Maribyrnong.

Firstly, the system for organising click and collect and the communication to say your click and collect is now available is lacking. For the parts I ordered I had to go to Maribyrnong as it was the only store that had all the items and I could not get them delivered. Rest assured if that was an option I would have taken up. I live in Glenroy and Maribyrnong is a 20 minute drive from my house without traffic. So I went along on a Saturday with my two kids in tow hoping that because I ordered click and collect it would be a quick in and out experience however I was dead wrong.

When I entered the store there were seemingly three staff members, one who saw me on entering the store but was engaged in showing bikes to a family outside.

The other two salespeople, one was assisting a customer who was having his bike serviced at the front of the shop, he did not acknowledge me waiting either however he was being very attentive to the customer he was serving. There was another gentleman salesperson I could hear at the rear of the store but I couldn’t see. I also saw another gentleman walking around looking at bikes obviously looking to be assisted and he was also being ignored although Justin did acknowledge him after 5 minutes and after the man asked him for help and then suggested he perhaps come back when the store was not so busy during the week.

I waited at the front desk with my two kids 5, and 8 who to be fair were being very loud and showing they were restless and did not want to wait around for a long time. My son was also lying on the floor and complaining. at no point did someone acknowledge my existence and say “someone will help you shortly, we can see you waiting, sorry we are busy at the moment”.

I walked out of the store with my two kids and put them in the car to wait and I returned to the store in the hope that without my kids I might be given some attention by the staff, after all I was not there to cause trouble… I just wanted to pick up my order that I had paid for and be on my way.

I stood there waiting for another 5 minutes and the staff scattered through the store. Then suddenly there was no one at the front desk and a phone was ringing, persistently, and not being answered. Then it would stop, and then begin ringing again. This went on for a good four minutes and no staff member made any attempt to answer it. I had no intention of leaving and coming back so I understandably was beginning to become frustrated with the staff and their complete lack of customer service. Most Australians are patient people and are happy to wait as long as they are acknowledged by staff. All it takes is a quick nod and eye contact and or even “I’ll be with you in a moment/ when I have finished with this customer”.

Finally I had had enough and when a sales person came to the register, still not acknowledging me and began looking something up I said “Excuse me, can I please have some help? I’d like to pick up a click and collect order” this staff member finally looked at me, rather annoyed and said “I’m busy with a customer at the moment”.

To which I responded, “I’m wondering if I could at least be acknowledged as I have been standing here waiting for 10 minutes and no one has acknowledged me.”

It was then that the salesperson helping the person who has having their bike serviced actually stopped and offered to serve me and I got my order quickly.

He handed me my tyres and my inner tubes and I said to him “for future reference, most people are happy to wait, as long as you acknowledge them” and he replied “We are aware of that”.
And I am sorry but I was very annoyed and I left saying “It really does not appear that you are aware of that.”

———————
Update.
After sending the above to 99 Bikes as well, their customer service was quite apologetic and one of the staff called me to apologise and discuss the situation on the phone and how they could remedy the poor experience.
I have to say in this resolution 99 bikes were great and responsive and I reflect on the situation with no more anger. So Thankyou for that 99 Bikes.

It’s a shame it has to get to this situation to have the customer service but that is what happened. I am happy now though and I hope it doesn’t happen to anyone else

Purchased the Pedal clipped a month of two ago from this store and it's been a great bike to get around town with. Everyone in the store was super helpful and friendly. Because I purchased the yearly service plan any time I have an issue I take it in and it gets fixed no questions asked. Would recco

Excellent customer service by Beau.
Very patient and knowledgeable on all products. Went above and beyond to assist me with what I needed. Thank you

Great service. Online and in store staff were very helpful and great to deal with.

EBIKE phone pre-order, surprise flash sale meant my bike was suddenly $400 cheaper. Hard to find front rack was also seamlessly transferred from Queensland to Victoria. Kept updated while I waited, and pleasant surprise when my bike arrived 3 weeks early, built, rack installed and ready for pickup. Pickup itself involved a very thorough fitting service and safety check, even cutting down my seatpost for me since I’m short. Thanks Jason!

Product exactly as advertised, excellent delivery time

Great Customer Service from the team in Maribyrnong. No stress in returning a car rack that did not fit my vehicle. Will continue to shop there in future.

Great service. People at the Maribyrnong branch are always there to help. They assisted in getting a replacement for an item I purchased by mistake. Thanks guys!

Purchased a Academy Aspire BMX in black and it was just amazing. One of the team members Tonn gave us great info on which BMX would best fit me. Fast and Efficient. Highly recommend this bike store.

The team was very helpful. The mechanic listened to my issue and provided suggestion.
The items were ordered and arrived ahead of time.

My son and I attended your Maribyrnong store in Victoria with Beau and Tom providing the level of service and advice that keeps us coming back to 99 Bikes.
Despite the store being busy with customers collecting new bikes and seeking advice Tom gladly fitted parts to my son's BMC without fuss or concern. It was like we were his only customer.

They Cant fix my legally 20inch folding electric fatbike not even for a possible disc rotation and brake pads adjustment. Due to Government regulations?! No wonder this country is so behind. With its dumb ebikes regulations which dont work anyway. They need to change that sooner or later. Dont tell me theres a store policy which said they dont work on repair bikes which customers dont buy from their store?!!! Absurd. Misleading advertising “bike repair”!! Where else can they go?! Need to change about that.

Friendly staff good customer service happy to comeback again

excellent customer service, very easy to deal with.
highly recommended