Wheelies Avis 

At first it went well, got the voucher after my bike was stolen and a replacement bike within a week. The advisor at wheelies insisted that i should get a bike in a given size although the size guides out there stated it was going to be too small. And it was. All downhill from there, it was impossible to get someone on the phone to organize a return. However, wheelies and tredz are the same company, so i got in touch with tredz and they were not only available but also helpful and dealt with the return quickly. So i would suggest contacting tredz if you have any issues unless you want to go insane trying to contact wheelies.

My experience - they've been nice and friendly when you speak to them. That's the hard part. "Live" chat NEVER works. I've tried calling them DOZENS of times during advertised office hours and got through twice. That includes sitting on the call waiting for over an hour.
I have to say, having read some of the other reviews here I'm actually quite worried about getting my replacement bike at all. If anyone ever answers my phone calls, of course....

I obtained a bike through Wheelies as part of an insurance claim, if you are offered alternatives from your insurance company take them, avoid this company.
Firstly they offer lower value alternative bikes citing direct comparisons , when they clearly are not.
Once you receive the bike it’s only fine as long as you don’t have any problems, once you do forget about receiving any communication from them to sort this out.
Over two months I have been trying to sort out a frame replacement. I have met the requirements they have stipulated and sent them to the customer services email . No response, emails sent on numerous occasions afterwards, no response.
The manufacturer of the bike state I need to make the claim through Wheelies , so I am stranded without a bike and a company not interested in sorting this out.

Slow response in communications. Bike ordered 9th Feb. Bike delivered damaged via courier. 9th April refund or replacement agreed over the phone and via email. Replacement bike was agreed and a part refund. Still no refund in bank account 25th April. But the bike replacement they sent is 2019 older model and not the improved 2021 model as described on website. Wish they would resolve this, as it's bad enough having bike stolen and having to only use this company via DirectLine.

Once I'd got my voucher from my insurance company (thats another story entirely) I was pleasantly please with Wheelies. I had just bought a bike from Tredz and had a contact there to help thinsg along though. My criticism is the lack of communication. You're kind of left hanging, waiting for something to follow having just placed an order, and when it comes there is no notification of when you'll get your order. It doesn't help that the chat isn't active, the phone line just states the hours of business, but is never answered, and you dont get a response to an email. However, leaving these aside, my order (9 items!) turned up complete, on time, nothing broken or missing, and the bike was well put together. I needed to return one item (I ordered a size too small). Retuning it via Asda was painless, I was kept informed of its progess and was sent an email on its return to Wheelies. It was processed quickly and sent out to me free of charge. Tip: work with both Wheelies and Tredz as one, be nice, be patient and things do get acheived. My experience was very good, and that opinion won't be changed by the experience of others. Tip to Wheelies. Communicate. In a period such as that which we have had in the last 12 months, where we have all felt a little isolated and cut off, a bit of Customer Care would go a long way.

Didn't use them for insurance purposes, just seemed to be the only place that have stock of decent full sus bikes. Got a Merida one twenty and received it fully built within 5 working days. Only reason I didn't give it 5 stars was the lack of any real customer service. Couldn't seem to get hold of anyone as the main helpline was 'closed' as well as the online chat service, I didn't actually receive any email updates untill the day of delivery. When you spend so much money on something you'd think there would be more communication or at least a working helpline to ease and concerns. It's also worth mentioning that my bike was packaged and built by Tredz not wheelies, I'd see this as a positive but in future would much prefer go directly to Tredz if they have stock, which I doubt for a while.

If anyone needs to get through to someone at wheelies, enter your password to your wheelies account incorrectly multiple times, once the accounts locked ring the phone number that's shows, this was the only number that actually picked up the entire week.

If you find out your insurance company uses Wheelies to replace your bike, then change insurers. Simple as that. Everything is wrong about them.

- Nightmare getting through to them. If you ring right now on a working day, as I have just done they say their offices are closed despite the website saying they should be open.

- So imagine anything goes wrong with your bike good luck getting service. They do not care about you as you are only there because of an insurance claim.

- So like me as I have issues with my voucher it's virtually impossible to get a new bike, as the stock disappears before I have any chance of getting through on the phone - yes in order for me to make the purchase I apparently have to do so over the phone.

Once I manage to get this bike, I am literally changing my entire home insurance policy just so I know I will be all fine should the new bike get stolen again.

As with everyone else customer because of an insurance claim. Getting the replacement bike was painful but eventually worked. But the gripe now I have relates to a (relatively minor) warranty issue. An issue with the removable controller (its an e-bike). I have sent images, they asked for more, sent, they want a 'better image' showing the reg no of the bike, despite it being clearly readable in the image, but located behind the wheel, and in any case they know the reg no, its on the invoice they supplied with the bike. But now they want to box up the bike and return to Swansea so they can see take the wheel off themselves to read the registration no... This is the most enviromentally and economically irresponsible suggestion I have every come across. Sending a bike by courier half way round the country and back to read a number???? What planet are the customer services guys on! This exercise alone will cost twice as much as the replacement part that the query is about. These guys seem to owned by Tredz . Avoid.

You are wondering are they a five star or one star company? There's two sides to this obviously.

The story begins with the parent company Wheelies who created Tredz. Tredz are a great online retailer for premium cycling products. Then there's a great business opportunity in suppling bikes for insurance claims and Wheelies is set up for that purpose. They pocket money coming from across the insurance sector and they are very good at providing you with an insurance funded replacement bike. But once that is done and they have their money from the insurer they no longer have any interest in you as a customer. If you have any issues with your lovely shiny new bike or a need to claim on the warranty then you will now discover that you are out of luck, because as you can see they aren't bothered by the bad reviews and provide no customer service of any worth.

Tredz on the other hand is the real retail outlet and that of course has great reviews. It's a great business model to be fair, as they are no doubt reaping in the rewards from the insurance industry, perfectly augmenting the primary retail business of Tredz. You'll see the Trustpilot rating proudly brandished on the Tredz site, but it's nowhere on the Wheelies site.

Both companies were bought by Halfords a few years back and things only got worse since then. So is this a review for Tredz, Halfords or Wheelies? Well, my great experience was with getting a replacement bike from Wheelies and it was a five star experience. More recently I've been trying to make use of the lifetime warranty on my bike and it's proved impossible to speak to them or get any reasonable response via email despite months of trying. They really do not care at all, not one ounce. So it's pointless complaining here really.

I'm off to Tredz and Halfords instead, with a copy of this to see what they say.

Completely incompetent. Avoid.

Ordered a bike from their website that said was in stock. They sent the wrong bike (via Tredz - also hopeless), which I returned. They then said the bike I ordered was out of stock.

I now can’t get through to them to a) cancel the credit agreement, b) get my £200 deposit back and c) get new insurance vouchers.

I had to go back to my insurance to seek another route.

The experience with wheelies is worse than actually having my bike stolen. Bunch of jokers.

I have called repeatedly and nobody answers. I have left two emails no reply. I'm now contacting my insurer to complain as they cant allow such poor service

Just read all the other bad reviews... Sadly had no option but to use them because Aviva use them for insurance pay outs. Order placed a few weeks ago and still waiting - no response to emails or calls. companies with zero customer service, care, or adequate logistics will struggle to survive. I should also add that they are the most expensive of all online bike retailers - just compare bike light prices - shocking

In the market for a new hybrid bike. Emailed Wheelies asking someone to ring me. A week later no contact from anyone. Despite this I made 10 calls wasting hours of my time waiting for someone to answer my phone calls. Shambolic company. Ended up finding a local dealer who offered top class service and the bike I was looking for.

Had to use this company through Direct Line insurance. Bike was sent and arrived promptly (two weeks), along with quite a few other bits and pieces. So far, so good.

Front changer broke after 8 months, got it fixed in a bike shop, sent it back and a year later still waiting for a refund.

After my bike was stolen during lockdown I was gutted but my insurance company paid out rather quick so I was in a happier place as cycling is the only fitness I can do due to a severe injury I sustained playing football. They offered me a cash payment or a voucher for wheelies, I took the voucher as I thought it would be quicker to go through an online company. How wrong was I, I ordered my bike and accessories on the 30th September (also paid £60 excess)and I still haven’t received my bike, I received a voicemail on the 19th November saying it was back on order and they would receive the bike on the 26th, I have called many times to find out if I am going to receive the bike before Xmas however every time I call I am on hold for 15-30 minutes (I call daily), if you have the option from your insurance company to take a cash settlement or go through wheelies I would advise taking the cash.

Awful, only dealt with them due to insurance. I cannot get in touch with them, phone, email, live chat, facebook. Do they actually exist? Might hire a private investigator to track them down.

Joking aside, What is the point? I am trying to buys stuff with the money from insurance company, might have to go back to them and make a complaint.

Not even worthy of the 1 start rating

Initially it started off OK when I ordered a £5k Scott Spark Team Issue in Black, two weeks later the bike arrived. First impression upon opening the box...wrong colour frame/saddle/tyres great!! On closer inspection there were numerous marks and a few scratches. Helmet ordered was broken too.

Trying to contact Wheelies is a challenge in itself - after half a day I managed to speak to someone there who gave the impression they weren't remotely interested (a theme that continues all the way through).

"We wouldn't have sent it out like that, our QC process is vigorous" I was told. So vigorous they didn't spot the colour/spec was incorrect.

Bike collected - eventually after 2 days not turning up

Bike ordered again in BLACK - I had this confirmed a number of times, wasn't taking any chances. 2 weeks later another box, once opened to my horror - wrong colour again!! closer this time but still not black, I now have a grey bike with brown tyres/saddle.

Bike collected again.

Asked to speak with a manager again, "There isn't one available I'll leave a note for them to call you back". I'd been promised this since the first instance and I have yet to receive a call from anyone.

So as I write I am now waiting for a refund - they don't even want to know why someone has cancelled a £5k bike??

Avoid like the plague!!
You might be lucky, but if for any reason you need to contact them, then that's when you're problems start.

Had to use them due to an insurance claim.

The first package did not arrive - apparently I wasn't in on either occasion (although I work from home and have a concierge). When I called to query a very lovely lady apologized and promised to resend immediately - using the same courier (TNT). After another 10 days I chased only to have the same apology and a promise to send it by Royal Mail (although previously they told me that TNT was the only option). Still not arrived.

My insurance company AVIVA, insisted I fulfil my claim for my stolen bike using Wheelies. The bike was delivered on time and initially worked fine. But I have had ongoing warranty issues with the wheels and now they do not respond to emails, and/or claim not to have even received them. I wish I'd taken the (much lower) cash settlement offered by AVIVA as at least I would have got decent aftersales (plus probably a discount) from the host of decent high street retailers and/or my wonderful local bike shops. Do not touch Wheelies with a bargepole if you can possibly help it. I'm advising AVIVA to stop using them for insurance claims too.

After an insurance claim to replace a stolen bike, wheelies supplied a bike from a minimal choice. This has not been set up properly and is dangerous. The chain comes off and jams into the spokes every time you go uphill. They will not answer their phone. Their warranty dept will not answer emails. They will not respond to tweets or Facebook posts. They are incredibly bad. Do not deal with these. As they seem to be part of Tredz I would recommend the same regarding them too.