Wheelies Avis 

I can confirm what dozens and dozens of other reviewers have said about this dreadful company. They don't deserve to be in business. Like others, I accepted a voucher from my insurers to replace a stolen bicycle and I thought I was getting a fair deal, but ran into grief as soon as I tried to purchase the bicycle from their online site. The payment system seemingly recognised the voucher, but wouldn't accept my credit card to cover the small difference between the value of the voucher and the cost of the new bicycle. I got repeated messages to try to different card, which I did, all with the same result. I contacted my card issuer who confirmed that there was no problem on my end. After eventually getting through to the company (I was kept on hold for a very long time), they claimed that there was no problem with their payment system, which was quite obviously untrue. They advised me to try a different browser and delete my cookies, which I duly did; I even tried a different computer, all to no avail. I called again and after being put on hold for a very long time, yet again, I was told to use Paypal instead. As I don't have a Paypal account, they claimed that I could use the system as a guest, another false statement. Yesterday (17 Sep) I tried calling the company on FOUR separate occasions, and each time I was kept on hold for about 30 minutes before the line dropped -- that's more than two hours of my day wasted, not counting the earlier calls.

I went back to my insurers and have now settled on a cash offer, even though it is £200 less than the value of the voucher. I've decided that they don't deserve a penny of my money and I've also heeded the warnings of others about failed deliveries, poor post-sales service, and so forth. They don't answer their phones and their 'live chat' is a joke - nothing happens when you click on the button.

This company is clearly in business thanks only to the pipeline provided by insurance companies. I should have checked Trustpilot before accepting the voucher. Avoid at all costs if you can.

Purchased an e-bike using an insurance voucher and regret not taking the cash alternative as I had to use Wheelies.
They do not answer their phones so email is the only way to contact them. They may respond back in a day or a week.
The bike arrived in good time but was missing a lock which was pictured. They say it was for illustration purposes only and was not included, so why show it?! If the size of bike they recommend is wrong for you they will charge you to swap/ return it. They are also the most expensive on the market.
I’d advise going to a retailer. You will probably get a better deal, the correct size and will also have a local contact if anything goes wrong with the purchase.

Awful - my bike order is 6 weeks delayed and I cannot get through to Wheelies on the phone. Endless hold time and when I finally got through (once) they disconnected the call. I've emailed and no response. Best to avoid.

I ordered a bike for my son through insurance in November 25. Ordering and delivery of the bike went fine, but thereafter all went downhill. Disappointed with the bike - the pre-build as delivered is shoddy. There were issues with the hydraulic breaks and cassette fitting. Sorted these. As winter the bike hasn’t been used until recently, and after only a few rides the crank then fell off as the bolt loosened. Told this can’t be covered under warranty, but they can sell me a replacement crank. No thanks. Really disappointed and would avoid these guys.

Abysmal. Ordered a bike with a voucher from insurance company over a week ago. Received confirmation of order and was told bike would be dispatched within two days. Over a week later I call them as I hadn’t heard anything. Was told the bike was getting dispatched tomorrow, two days on, nothing, no bike, no contact.

Personally the communication from wheelies is extremely poor i ordered a £3500 mountain bike from wheelies where the rear shock had play where the bolt wasnt tight also the dropper post the bike had wasnt set up properly so when you press the lever for the seat post to lower it would paise back up when i phoned wheelies the advisor really didnt seem interested personally i feel let down by wheelies to a point i wouldnt recommend this company to anyone

Do not even attempt to contact this company.
Someone answers the phone and tells you to go on webchat.
They don’t reply to emails.
Worst thing is they are really really expensive and are the same company as Tredz.
Overinflated prices as they are used by insurance companies.
Avoid!

Very opaque on order status

Team members do not appear to talk to each other and will give conflicting accounts on order and payment status depending on you you reach.

Communication was poor but received my bike in perfect condition as it should be.

My experience with Wheelies has been excellent. I ordered two bikes with an insurance voucher. Later the same day I got an email offering to split my delivery because one of the bikes wasn't in stock. While they were building the first bike, they noticed some very minor paintwork damage, and offered to either wait for another or send a £60 voucher, which I accepted. Both bikes then arrived together, only a week after I ordered, and both were well set up.

I didn't use the whole voucher on my first purchase, and when I contacted them asking how to use the remainder, they were able to raise an order for another item manually, which was quick and easy.

My only minor complaint is the lack of available XL bikes, but I did find what I wanted. The choice is much better for smaller sizes.

Dreadful.

My initial experience with Wheelies was excellent. After a burglary they were in touch within a couple of hours of the claim being made, and I had new bikes within a couple of weeks.

I don't know what changed in 2020, but when I had some minor warranty problems all communication dried up and they simply ignored me. I had to involve AXA to hit them with a stick to get them to respond.

2021 saw them ignore me completely about a more serious warranty issue. It's now April 2022 and AXA are again involved, making a formal complaint on my behalf.

Just dreadful. I don't know what went wrong, but they simply don't answer the phone and completely ignore emails. I'm on the verge of small claims court.

Update: May 2022 and it has gone to small claims. They are fighting it, I've just had a long letter from their solicitor. Couldn't be less impressed, will update when it's resolved.

Very happy with the business done with the Wheelies team. Many thanks!

Alex

I ordered a bike end of December. They delivered the wrong bike, which I returned and now it's a total of 7 weeks. No bike. I'm appalled.

Dreadful, I was made to purchase a bike through insurance at Wheelies and the bike arrived but wasn't in a ride-able condition and my local bike shop said it needs a new chainset. I have tried to contact wheelies numerous times through email and telephone but no-one is repsonding. It is a brand new bike under warranty.

Just awful! Told bike would in 3 to 4 days but not in stock. Son will be going to university without a bike. Tried to speak to a manager but was not allowed to. AVOID!

another insurance claim, via e-sure this time. wheelies were dire, they were due to contact me which they duly did 3 weeks after the theft. In this time another company SBS had sorted the tools that were stolen i had them in my hands with a cash settlement for the items they couldn't source. each time i spoke with the wheelies team it seemed i was 2 steps further back from the previous call. they promised to call back on occasion but never did. They also never updated my record with the phone numbers that belong to me and details about the claim, I had to start fresh every time. Took the cash settlement in the end, non of the bikes they had would replace the one i lost but that actually sounds like a good thing reading the reviews of those unfortunate enough to have received a bike through Wheelies....

Unfortunately i had to give one star! After buying my electric bike from Wheelies, Swansea - not my choice, it was an insurance claim following a theft. Now 2 years on and currently in Spain my battery has failed. It is still under warranty but i have been unable to speak to Wheelies seeking their help. Phone calls/ emails have gone unanswered. This is pitiful - my warranty will expire mid-December and i am running out of time. DO NOT UNDER ANY CIRCUMSTANCES HAVE ANYTHING TO DO WITH THIS COMPANY. DO NOT ALLOW YOUR INSURANCE COMPANY TO BULLY YOU INTO DEALING WITH WHEELIES, SWANSEA, WALES. I SERIOUSLY REGRET DEALING WITH THEM!

I received a Wheelies voucher after recently having my bikes stolen. Placed order for new bike plus a number of other items mid week. I hadn't heard anything by the following Monday so emailed via website To be fair they answered the next day and apologised for not informing me sooner that they were waiting for delivery of one of the items I'd ordered. Rather than delay my order they offered to send it seperately. My bike and accessories all arrived by the Saturday (7 working days from order to delivery). Everything arrived intact and no items were missing. Some minor issues with gear needing realigning and brakes need tightening but I've had that with most bikes I've ever bought. Initially I was extremely worried with all the negative reviews but actually my experience has been generally positive. My bike arrived in a Tredz box and I've since learned both Tredz/Wheelies are owned by Halfords. Small world.

I'm loathe to even give one star. After our bike was stolen our insurance company tried to give us vouchers for Wheelies except they did not have the frame size we needed in stock. Before accepting the vouchers we called FOUR TIMES each time on hold for 30 minutes.

Their live chat doesn't work and they have not responded to emails.

I'm now complaining to my insurance company, but a word of advice.... if your insurance company try to give you vouchers for Wheelies please ensure you decline. Even if the cash payout is slightly less - the £100 or so you lose is nothing in comparison to the poor service from Wheelies. Having read the other reviews, it sounds like they make a mess of putting the bikes together too.

How they are still operating is absolutely beyond me. I'm planning on making a complaint to Trading Standards.

Terrible service, bad communication, do not answer the phone, the online chat does not work. emails take days to answer! I would not use but was forced to through my insurance company.