Wheelies Avis 

Terrible company- avoid at all costs!!!
They don't answer the phone, emails or on-line forms.
I've been waiting nearly 3 months for my bike. Customer service is dreadful when you do get to speak to them, they promise they will sort things out but never do. Shocking. Please avoid. They have my money but I have no bike!!!!

Shockingly bad service - avoid this company!!!!!! I checked the bike was actually in the warehouse and placed the order whilst the operative was on the phone to me. After hearing nothing for a week, i called them back and they said the bike was out of stock, despite the fact they'd assured me on the phone it was in their warehouse. They allegedly had emailed me to tell me, but surprise surprise -no email, not even in junk folder. Why do companies take my credit card details from me when they don't have the item in stock!!

I had 2 bikes stolen 5 weeks ago. My insurance paid out with in 4 days. The bike that I I ordered came into stock on the 29th May. No correspondence from Wheelies they dont answer the phone, dont reply to emails or twitter. I'm still without a bike. I utterly fed up with this companies poor service.

Despite other reviews, my experience with Wheelies was relatively pain-free.

Bike arrived setup - just had to straighten the handles and attach the pedals, and I was ready to go.

Communication could definitely be improved, but after chasing for a delivery estimate, I was provided with an accurate one.

I was really worried about this company, due to the terrible reviews, but had to use them as I had an insurance voucher.

I rang them on 3 occasions, each time waiting less than a minute and each time the person on the phone, while maybe not an expert, knew enough to answer my questions.

I ordered online and the bike showered up well within the 7 -10 working days promised.

They only took the money from my account once they had the bike in their hands, set it up and sent it via courier.

The best thing about the experience was that about 3 days after order, a woman called me to update me on progress. I was expecting terrible and I got really good.

My new bike had a broken fork. Requested if I could return it on 7th December. Still waiting for the packaging 19th December. No idea when I might get a replacement.

Same as many others.
It took weeks to get my hands on the bike despite all I ordered was in stock.
They said everything will be setup for me but everything arrived in their packages so I had to put it altogether myself.
After a few months, a less-than-£10 piece just snapped, they said it was my fault and I had to buy a new one. Goes without saying I had already bought it on Amazon, I can leave a £1700 bike in the shed waiting for these guys to reply.

I'll try and make my insurance give other options than Wheelies, if I don't manage I'll change my bike insurance.

I had to use Wheelies as part of an insurance package I bought for my bike, but would absolutely recommend you steer clear of them, and make a case with your insurer for why you should NOT order your bike from them if you can.

Absolutely awful customer service; I had to return the first bike I ordered (and accessories) which was too small. The person I spoke to to pick the bike gave bad advice. This cost me £35.

I sent the bike back, and it took them a full working week to confirm they had received the bike and accessories. When trying to order a replacement using the credit I had, the person on the phone said they had only received the bike (no accessories) and it took them a number of working days to confirm what I had actually sent back (including the accessories).

Once I chose a replacement and finally got someone on the phone to arrange the exchange, they said they had to order it from the manufacturer but would let me know when it had arrived, when they were assembling it, and when it would be delivered to me. I had also ordered a rack and mud guards, and asked that these were sent assembled.

I wasn't sent notifications about any of these things, and receiving a text message from DHL was the only indicator I had that my bike was arriving on the day - but I had to call Wheelies to find out the address they sent it to as I had specified a home AND work address. Upon arrival, the rack and mud guards were not on the bike despite the person on the phone agreeing to this, and I have had to pay an extra for this to be done.

All in all a terrible and frustrating experience.

Insurance claim so was not expecting much but Wheelies offered a great replacement amount so was able to pick a decent bike. Guy on the phone pretty good :)
Orbea MX 29 20 29" 2020 Mountain Bike £699

Ok, the bike I ordered was on pre-order and delayed, had to wait nearly 2 months due to hold up at the port apparently :( but what can you do!!! cant really blame Wheelies for that!!! looked like the same story everywhere really.
Emailed a couple of times to check status each time at due date, got an email update next day which is ok I suppose.
Bike did get shipped eventually and arranged pickup from local depot so am pretty happy.
Overall I'm pretty happy with Wheelies, I read the reviews and was initially worried but for me even though I had to wait, which I don't think you can blame wheelies when they have to order the bike if it is not in stock. Anyway got new bike made an old man very happy :)

They need to look up the words "Customer Service". I was forced to use this company after my bike was stolen. Fortunately they don't supply the bike that was stolen but the insurance company insisted on using them for the accessories.

They have an online chat option but this never worked so had to ring them a couple of times. The first was for a product enquiry but they didn't have a clue. The second was after the order was delivered where I discovered a tubeless kit which is supposed to contain 3 items (sealant, valves and tape) was missing the valves. Rather than find where the valves were, they wanted me to return the kit. Fine you think, but they wouldn't send a replacement kit until this was returned and when asked how long this will take I was told 3-5 working days for the return plus another 3-5 days to send the replacement, so basically two weeks to fix THEIR mistake.

Also, beware their courier, they used DX who were very poor, lack of communication and despite me having a porch, left the parcel on my drive with current weather of thunder storms.

I was forced to use this horrific company when my bike was stolen and my home insurance provided a voucher for them.

I would never ever use them willingly or recommend them. From start to finish the whole process was ridiculous. I must have made 8 phone calls (each time on hold for about half an hour, each time speaking to someone who couldn’t care less/didn’t know what they were talking about)

Ordered a bike it said was in stock (1-2 days) Week later had heard nothing so rang. They told me it wasn’t actually in stock and would not be there for 3 weeks. 3 weeks came and went. Still no communication. Rang again. They don’t know where my bike is-they would find out and call me back. 3 days later nothing.

Rang again. They told me had to wait another week.

Week later an email saying payment issue. Rang again. On hold for ages again. Apparently the PayPal payment only lasts so long (funnily enough after over a month it didn’t work anymore) paid again.

Eventually bike came. I was told some of the delay was that it needed to be ‘built’ ie attaching of mudguards and pannier rack. Their website advertises ‘built’ bikes.

I have a big cardboard box with a bike and bags with bits of rack and mudguard bits. Not attached to the bike.

Email to customer services-nothing.

Do NOT use this awful company. I’m going to feedback to my insurance company for what it is worth.

This is nothing like the old wheelies I went there with my girlfriend an best friend an 4 kids plus my 2 year old...... the young kids working there were trying an they did ok service was not horrible considering how busy it was..... there is an older gentleman that goes every single night only when the kids go.... he gets in free every night cause he knows the owner.... he was harassing my children.... harassing me... an my 2 year old boy cause he didnt have skates an I wanted to walk with him on the out side.... screaming at everyone I even complained an all they said was he knows the owners.... so many people I kno who have gone there can relate to this...... I am going to the BBB about this.

Excellent Service
Having had my bike pinched I was put in touch with wheelies. Have to say they have been excellent. The advisor chose my new bike and equipment and all was delivered with ease. The bike is the business and I'm more than happy with Wheelies. Not sure why people have posted bad reviews.

After suffering at the hands of this disgraceful organisation for over a year (insurance claim, faulty bikes, Trading Standards etc.), I ended up with a voucher to spend with them. I assumed that a very ordinary website order would be simple enough even for Wheelies but no, their incompetence knows no bounds!

Everything was listed in green saying despatch would be 1—2 days which was fine as I needed the bits in 8 days. I then got an email explaining that some items had to come from their supplier and they would keep me informed. That was was 4 days and 3 emails ago and they are still ignoring me.

Wheelies take the 'Couldn't give a f...' attitude to levels I didn't think possible from a private company. I really hope that one day all the lack of respect they show their unfortunate customers is returned to them.

Can you believe this joke of a company is part of Halfords!!!! Part of an ongoing insurance claim and I would have been better off going to Argos. They try to scam you by pushing inferior trash can seconds as new gear. Very questionable behaviour.

Lost count the amount of times I’ve been let down. Whole process had to start again today. No bike. No confidence. Wish I hadn’t got in involved. Loads of apologies though.

Shocking. Appalling. It’s no wonder that their last 5 star review on google came over a year ago. And from the 4 x 5 star reviews they have on there, at least 2 they have done themselves. It’s also no wonder that 51% of ratings are 1 star on here! I have today reported them to trading standards. They happily and willfully mislead on their website knowing that they have no intention of fulfilling the order in the time frames given. As insurance companies preferred bike supplier, they couldn’t give a hoot about you as a customer. Placed an order for a 2-3 day delivery. After 3 days enquired as to how long it would be. Was told at least 12 days from date of order. No one thought to advise me of this. It’s clear from the numerous reviews that this is the culture of the company and not just a one off. Not even an apology!! Fuming!
The manager, Lawrence, advises that the website is accurate and that they do not mislead, this is a lie! Because my order is still showing as 2-3 days after they’ve told me at least 12 days. Deliberately mislead and falsely advertise. Customer service is utterly appalling. If you have a choice buy from anywhere but here!! Horrendous!! In just 1 hour, I’ve been able to compile a mountain of evidence against this fraudulent outfit. Fraud by misrepresentation!

2 months waiting for a warranty issue, absolutely dismal. The staff on the phones are always friendly courteous and professional but that is small comfort when they can’t turn around an issue with a 4 grand bike from a large international manufacturer in under 2 months

I first got in touch with wheelies on 4/3/2019 about a broken giant trance advanced sx frame, after over a month of being messed about they told me to send the bike back under warranty on the 11/4/2019.then after a couple of weeks phoning and emailing they said the new frame had been damaged in transit and another one was on its way, I keep emailing but it takes them days to reply and they just say when we find anything out we'll let you know. They're absolutely awful to deal with it's about 12 weeks without a bike now, hopefully I will get it back while summer is still here but I won't hold my breath. They were quick to take £4750 from me, I will never deal with them again

I got a £3000 cannondale synapse se bike. It was meant to be tubeless set up/ ready but arrived with inner tubes. I arranged to take to my LBC for tubeless conversion on cannondale on the 1st of April. They managed to convert the front tyre, but the rear tyre popped/exploded off the rim. I informed Wheelies and a new tyre was sent out. The same thing happened. Wheelies then asked me to return the wheel and o was informed that will do the conversion and return the wheel to me.
Wheelies mechanics had the same issue, they spoke to suppliers and wee advised to clamp the wheel. They tried and same happened. I rang on the 11th of may and was informed the manufacturer is now sending a new tyre and rim tape and to ring early next week.
I rang on Wednesday and spoke to someone. He said yes the tyre should have been sent out, when I asked could he check with the supplier I was (rudely) informed that they have a policy not to chase suppliers till 5 working days. I asked could he not ring and check today and he said not till Friday, ring back then.
I rang on Friday 18th and after speaking to Sarah she said she would look into it.
She then left me a message saying " the tyre was delivered on Monday but they don't know where it is now." She said she would chase it up and get back to me.
It is now Tuesday 21st and I rand but no one in warranty dept is available to speak to me.

My lovely bike has been hanging on my wall since the 1st of April and I have no idea when I will finally get in on the road. I have already missed the tour de yorkshire sportive and lots of good cycling weather.
I hope someone will contact me. Maybe finally someone will sort out my bike.
A very unhappy customer.