velogear.com.au Avis 21

If I could only give negative stars. So slow to fulfil order I had to cancel. They then sent the order the next day. I returned order. They promised refund and have not processed the refund over 4 weeks later. Cannot contact. Phone disconnected. Changed their email address so emails bounced back. Save yourself the time and frustration and buy local.

The company is a complete scam .
Had to get the bank to chase them and eventually got money back that way .
They take money for products they don’t have ,, then dissapear and ghost .
NO phone number
No signage on building .
I think they count on people either giving up ,, or they try to o sell products they might have to the value you’ve spent .
Despicable
Do Not use this company
Beware

I ordered a backpack for my upcoming travels, but after a week I still hadn’t received any shipping details. I contacted the company and got one reply saying “sorry,” but since then they’ve stopped responding to all my emails. I now need to get a refund quickly so I can buy the bag elsewhere. It seems they either don’t have the item in stock or this company simply isn’t reliable. I’ve already lodged a complaint and strongly recommend avoiding this business. I usually order online without issues, but this has been the worst experience I’ve had with an Australian-based company — something I’d expect from an unreliable overseas seller, not from here.

they used to be great but now advertise items not in stock and wait times are long and sometimes they ask you to choose an alternative even when product is in stock on line, after 3 awkward successive sales experiences i will not be using them again

Made a purchase with this company for a travel item made it clear I needed to have it posted before I travelled. Had zero replies to my emails as to the progress of the transaction,completely ghosted me. After two weeks I lodged a dispute with my bank and lo and behold the item is posted that day. Obviously weren't going to post it without that intervention. So I now travel before the item will arrive.

Absolute joke of a business. They don't have a phone number. Building has no signage. They have random hours that change every week.

Another company that advertises products that they don't have in stock usually below retail so they initiate a sale then give you other options since they don't have the product you purchased, my first order through this website went as so, I purchased shimano sphyre rc-903 in white size 45.5 they got back to me days later telling me they didn't have a white instock but had a black one in stock, so I went with this, to find out days later they don't have a black instock utter waste of my time and money!

I ordered Schwalbe Marathon Greenguard tyres from them and they delivered the wrong product - Schwalbe The Green Marathon, which is kind of a successor model but differs in weight, rolling resistance and material. I had made the purchase from Velogear because they showed the Marathon Greenguard tyre in the article description.

I contacted them and asked for a return label. Over the course of almost a month and around a dozen emails with 3 different staff members I encountered a ridiculous level of denial, rebuttal and ignorance of text and images I had provided as evidence that they clearly advertised on their website the model I ordered and not the one I had ended up with. They insisted they delivered the correct model, they had consulted with their supplier and said I could return the product...at my own cost which they conveniently didn't mention. I felt like running against a brickwall: I provided comparison images that showed how the tread of both tyres differed and they still refused to acknowledge anything and reiterated their claims that were factually simply not correct. It was utterly frustrating and the words "support" or "customer service" shouldn't be used in the same sentence with Velogear. They rather spent hours writing emails brushing your claims off than providing you with a return label. As the cherry on top of the cake they pulled the "We are a small family business and can't check every product description of our 100,000 items we sell" card. "Small family business with 100,000 articles?....right! They are still legally responsible for what they put on their website and can't shift the blame to suppliers saying that their images are synced with the suppliers and that I should contact them. As a customer I expect to receive exactly the product that is shown and described, not something else that might share some of the features.

I couldn't comprehend before how an online bike shop has an abysmal 2.5/5 star rating but after my personal experience I totally get it and I honestly believe that a company that treats customers like they treated my case deserves to go out of business for the benefit of all bicyclists out there.

Velogear is a complete scam company do not buy from this company! They ripped us off $900 never again I have sent numerous emails they refuse to reply and replace the product I bought complete rip off it was Sram ETap

Velogear is a scam. They never dispatched the purchased products. Money was never refunded.
Everytime I tried to get an update I was given false promises that the items will be dispatched before the end of the day **today**. But they were never dispatched. Scammers!!

Day 1:
Placed order after reading favourable reviews (4.8/5 from 1248 reviews) and the dispatch / shipping times the on Velogear Website.

Day 5:
I sent an email requesting an update after reading concerning reviews on Trustpilot (2.1/5 from 11) and Product Review (2.5/5 from 214).
Velogear advised me one item was out of stock and offered an upgrade, store credit or refund.
I decided to upgrade. J**** from Customer Support was excellent.

Day 7:
I sent an email requesting another update.

Day 8:
Received email from AusPost with expected delivery date.

Day 12:
AusPost delivered items.

Summary:
Testimonials and Reviews on the Velogear Website significantly differ to Trustpilot and Product Review.
Poor communication from Velogear.
Dispatch and Shipping far exceeded the Velogear advertised times.
I received an order for the out-of-stock item from another supplier before the Velogear order.
The items received were as advertised.

Ordered a couple of things from Velogear. Never had a problem with them. Products arrived in a timely manner, and at a good price, obviously.
I personally recommend them.

Avoid at all costs. Warehouse scam company. Not bike industry friends.

Velogear sent an inferior product to the documented product I ordered. Velogear refused to prepay for return postage and claimed international door-to-door postage and courier postage in Australia did not exist. Velogear made insulting personal insinuations in their email correspondence. Their actions are in violation of several sections of Australian Consumer Law.

Secondary to this, the state of the box (pictured) leads me to belive this has been handled roughly on a warehouse floor for the few years this product has been available.

Highly unethical operator, avoid like the plague. There's a reason for all the negative reviews here. Didn't post a derailleur for weeks, sent a dodgy one, then sought to rely small cosmetic scratches derailleur to claim it's "been damaged" to escape any responsibility to assist in making warranty claim. Now left with a useless derailleur and $90 worse off. A thousand negative stars.

First time customer, took a chance buying a hard-to-find polar bottle, worked out well received by registered post.

Velogear is a fantastic online bicycle store. The staff do their best to satisfy the needs of clients. They are trying hard but it does not make it easy when reviewers give them such a hard time. I wanted Marathon Plus Tour tyres 700 x 40. They did their best to order them in for me but it looks like Schwable is no longer making them. I have dealt with Velogear since its beginning and have always been more than happy.

Refused to honor warranty.

Told me it was my fault.

Didn't deliver my order and are refusing to give my money back. Avoid at all costs as many people are having simular issues with them.

14.11.22
I ordered black lace up mtb shoes
18.11.22
Velogear supplied white road bike shoes fastened with Boas
I advised Velogear immediately and asked for a call to work out the issue.
21.11.22
I am emailed a postage paid return and it is now my responsibility to correct your mistake.
I’m told by Jordy to mail the shoes via a red post box (but it wont fit and hence I have to get to a post office)
Jordy emails me and advises that as soon as the Aust Post verifies the returns have been mailed Velogear will send the correct shoes.
Jordy tells me your phones are out
24.11.22
Item is posted at post office.
Velogear are advised immediately
5.12.22
I still don’t have the shoes but at least they have been dispatched.
7.12.22
Shoes arrive with a $10 INSULT coupon
($10 off your next purchase when you spend over a set amount - these guys advertise *Free Postage - btw that doesn't apply to shoes where the postage is $24)

I’m still waiting for a call

In summary
Someone at Velogear can’t tell the difference between black lace up mtb shoes and white road bike shoes fastened with Boas
Everyone makes mistakes, but Velogear expect customers to fix it.
Velogear takes 3 weeks to supply customers, and then insults them.
Velogear boasts 4.9 starts from more that 1000 reviews - when i clicked the link to give my 1 star review, the link doesn't work

Useless. Sent
Me wrong product, initially refusing to say it was their error. Now said they will send new one after they received the wrong one back- still not got it, no response to emails absolutely useless! Avoid!’