Written on: 31/07/2012 by bikeless (1 review written)
DON’T DEAL WITH WHEELIES
This company is an absolute disgrace.
My bikes were stolen, if this wasn’t depressing enough I had to deal with Wheelies 'the bike replacement company' Unfortunately it was a case of - deal with this company that doesn’t know its backside from its elbow or take cash from the insurance company that offer £500+ less.
I wasn’t happy with the recommended/suggested bikes by wheelies so I chose three bikes (full sus, Hybrid and women’s hybrid to replace) from their extensive range online. After a few weeks taking my time to select the exact bikes I wanted I rang wheelies to be told that the hybrid would take 2 weeks to deliver, ladies hybrid 3 weeks to deliver and ful sus wasn’t in stock and discontinued. Funny considering that their website shows itself as an all singing all dancing company with thousands of bike in stock delivered to your door in 48hours. WRONG. Why do they even still list bikes that are discontinued? I doubt they hold any stock at all. I had to ring them to place my order as they hadn’t rung after two days, even though when called on the second day they said they didn’t have my details but would contact me within an hour of receiving them. When I checked with the insurance company they stated that the details had been sent over the previous day and she rang Wheelies her self to check the details and they had got them on their system. This was the first of many lies.
As way to appease me as a disgruntled customer they offered a better full sus bike that was last years model that was in stock for the same price as the other one chosen, but as the sales guy said ‘it was as a good deal because it was worth £200 more than the other full sus previously chosen’. In reality the deal is not brilliant because as it was last years model you can get it on other reputable bikes websites for £500 less than they were offering. As mentioned on another review check their website fully, they show discounted prices on the wheelies website and not on the bike replacement part of the site.
As I wanted a bike and was happy with the make model anyway I accepted the offer of this 2011 bike and agreed delivery for the next week (even though it was in stock they still couldn’t meet the 48 hours delivery turn around they aim for). They even agreed to deliver this bike before the other two as they were all supposed to be delivered together. Monday (delivery day) came and the bike hadn’t been delivered, a quick phone call to wheelies to check dispatch as the working day was coming to an end.
15minutes to get through to wheelies control – based surprisingly in Swansea although you could be mistaken for thinking they are from another planet... They haven’t delivered the bike because they opened the box and it wasn’t the correct model in the box..
THIS WAS A BIKE THEY SAID THEY HAD IN STOCK AND OFFERED ME AS A REPLACEMENT FOR A BIKE THAT WAS DISCONTINUED BUT STILL SHOWN ON THEIR WEBSITE!
They didn’t contact me as the customer to let me know this was the case, they waited for me to call them. People are getting held to ransom with this company and with no real alternative to get a bike. Hang your heads in shame insurance companies that deal with Wheelies, I will be writing the same reviews under your name as well.
And Wheelies give up – you’re obviously a dishonest company with incompetent staff who offer false hope for getting any bikes delivered.
I just hope that people that have to deal with you read these reviews first and reconsider parting with money to a company that is swimming against the tide.
I am absolutely livid with Wheelies at no point did they apologise for their incompetence merely stating their finely created fictional bike stories– you’ve not only wasted my time but that of my families.
The telesales guy said he would have a word with his manager to see what he could do and get back to us, which he did only to say that I would have to pick off the website again for the original value of the full sus bike.
Another call back to Wheelies to have a heated discussion with the operator. When asked why I had to contact them to query the delivery and why they hadn’t contacted me, he said that he had a note on the system to say that his manager had rung on Friday and left a message. LIE. There were no phone calls on either of the contact numbers they had for me and there were defiantly no messages left. The operators will lie through their back teeth to get you to admit defeat.
I asked for a full list of bikes they had in stock in my price bracket, he said he wasn’t able to get one until the next day because it was after 5 and he would need to contact all the suppliers. I asked how this was the case when they say they have thousands of bikes in stock. After pressing he finally admitted that they have very little stock in their warehouse and I was trying to get a bike at the busiest time of the year. I said Im very sorry for having my bike stolen at the busiest time of the year! How inconvenient of me.
I also asked why they were still advertising bikes that were discontinued on the website and he said it takes time to update the site and it was out of date. Well every other supplier seems to manage a real time stock management. I explained that I have taken time off work to ring the company on numerous times and they have just wasted my time at every turn.
When asked what I wanted him to do, I said give me a list of bikes they had in stock and supply me with an equivalent bike and delivery. He said he could give me a list the next night and would be able to choose off that, but I declined as I said by the time I looked at the list the next night and placed my order the next day they would say the bikes were out of stock again.
When it was pointed out to him that the company have a track record on this review site for saying they have ordered bikes and in fact haven’t delivered them at all, he said that they deal with hundreds of bikes a day and there are always going to be complaints. I really think people must just sub miss and allow the company to give them any old bike because Wheelies bombard you was a pile of excuses with no real substance and no apology.
Another point to mention is that the operator wrongly stated that I had to have the bike originally suggested by the insurance company and as a courtesy offer they allow customers to choose another bike up to the same value if they wish to. WRONG. The insurance companies offer you a choice of bikes and if you are not happy with them they allow you to take credit for the website instead. At no point are you obliged to only take the first bike they offer.
As I felt the components on the bike offered were less of a good spec than the bike that was stolen I decided to choose a bike with different components in the same price range. The operator said if I wasn’t satisfied with the bike offered I needed to talk to my insurance company again. That shouldn’t be the point though as I was happy with the credit for the site but the bike replacement company doesn’t have any bikes in stock to replace them.
A process which should be as stress free as possible due to a theft of a bike has been over complicated and turned into a huge headache by a company with a morality compass that is spinning.
I’ve decided to take the money from the insurance company – even though this is of far less a value, I would rather I source my own bikes from reputable dealers rather the charlatans Wheelies.
If only I had made this choice four weeks ago.