Wheelies Avis 

Extremely poor customer service Team who promise everything but fail to actually deliver!

People you speak to on the phone give incorrect information, things aren’t delivered when they say!

You return an item (in my case three times) they don’t phone or email to inform they have received it and will be sending out what you have requested!

At least 20 minutes to answer your calls.

To top it off lame apologies continually, incompetent staff including managers.

If you have an insurance claim with this company GOOD LUCK, speak to your insurance company and ask for another company if you want to get things sorted!

Completely useless. Having a £1200 voucher to be spent, I placed an order, changed mind and wanted to change it. This wouldn't usually be a big deal with any other company.

Weeks later, still no follow up, having sent over 10 emails. Impossible to get through on the phone, the 1 time I did there wasn't even a member of the sales team in who could set up the new order! At 3pm on a Thursday.

Just accept the cash settlement instead if you are using an insurance voucher.

UPDATE: Look to be resolved.

I was contacted out of the blue by this company following a claim for a stolen bike I made through my insurance company. The were pushy and patronising and sent emails pressurising me to make a decision. I wanted to deal with the insurance broker who was dealing with my claim to see what my options were, but wheelies refused to give me the name of the person they were dealing with or give me contact details or even the name of the broker a point I was unsure about. Having read the reviews about Wheelies particularly their poor handling of insurance claims, I decided to stay well clear and accepted the reduced cash settlement.

By far the worst customer experience I have endured for years. Bought a bike from them that nearly killed me (the handlebars collapsed on a busy London road), spoke to a guy, after waiting 18 minutes, who literally couldn't care less. They sent an enormous box to collect bike, 5 days later said box is completely blocking my hallway, they have failed to respond to 4 emails advising me when they will collect it. So please have nothing to do with these people, they're absolutely Mickey Mouse. Update 6 August, still no repaired bike, apparently the part will not be available until 17 August....countless emails, surly staff, the list of negatives about this company is seemingly endless...

I had a bike delivered with a crack in the frame, no dramas, sent it back, agreed it was a manufacturing issue and it would be replaced. I'm now 3 months in, continued promise of delivery but never delivered, very limited response to any emails and phone calls refer to customer care who don't feedback to the customers. Multiple complints, never taken seriously, still awaiting my bike (£2000 bike). I wouldn't recommend anyone uses wheelies based on their customer care and aftercare. Very very poor. (15/06)

(13/07) I've now received my bike after speaking to one of the managers who took ownership of this problem and saw it though to bike delivered. (Richard), discussed the issues I've had and said that they are putting in a team to listen to the feedback and change their processes to ensure this and other issues don't happen again. I was impressed by him and although still disappointed from the original experience, feel like they are taking issues seriously.

My insurance company told me the bike has been ordered and would arrive within 5 days. I emailed and called repeatedly to check the status of the bike - emails went unanswered and the phone constantly rang out.
I then received a voucher for the bike as it hadn't been ordered.

After I reordered I was told they'd call to arrange delivery. They didn't bother and expected me to be in the house between 8am-6pm with no notice. Told them I couldn't take the day off work and they suggested I leave a note on the door or get a neighbour take it in - very safe in a flat in Hackney.

Rearranged delivery with the courier who disregarded that and delivered it anyway. I now have had to apologise to my neighbours for the inconvenience and deal with health and safety complaints due the massive fire hazard blocking the doorway.

Really poor company to deal with, no consideration for the customer at all.

impossible to get in contact with been trying to return a rockshox reverb under warranty for around 4/6 weeks just could not get the right information I needed for the return! after weeks I finally got it sent back I'm now trying to chase it up to see what is happening there have had it for over a week now and nothing !! no email no phone call to let me know what is happening and when I will get it back , I've been trying to ring with no answer I've emailed with nothing back even tried the online chat and guess what it's offline !!!
WHERE IS MY DROPPER !!

I had to use this shambles as it was an insurance claim and I would have lost nearly 50% by taking a cash settlement or go to Halfords who are even more incompetent.
Everything was reasonable at the start of the process until I was in the system then the 'I can't give a...' attitude kicked in as they knew I had to use them.
The first bike I ordered from stock did not arrive for four weeks and after many attempts to find out what was going on, I was told that they didn't have any and weren't sure if they ever would. I got down to option four after all others were not available, despite being in stock on their website, and ordered it despite their 'knowledgeable' sales team trying to make me buy the bikes they actually had in stock. Another couple of weeks passed and various dramas but I did eventually get a bike, six weeks late, that I didn't really want. Excellent service!

Bike were faulty when received send back got fixed so they say but didn't got toled to take to bike shop and pay for it and. They will give. Me money back but the didn't

Generally poor impression of them when attempting to get a replacement bike with an insurance credit. After placing the online order I waited four days without hearing anything (apart from an automated confirmation when I placed the order). I contacted them (via their online chat) to see what was happening, and was told that they would not be receiving the bike from the supplier for about another three weeks. I'm fairly sure that the website said it was in stock when I placed the order, or at least available reasonably soon, otherwise I would have considered a different model. (Just guessing, but presumably they keep stock levels very low, so even if there was one in stock when I ordered, it might have gone to another customer.) I raised the problem with my insurers, who offered to speak to Wheelies to see if they could speed things up, but to no avail. At that point I decided to cut my losses, cancel the order and take a cash settlement instead, losing about 20% of the nominal value in the process (because the insurers get a large discount from Wheelies). This also has the advantage of letting me buy the new bike from an actual shop where I can try it out in person, and can more easily deal with any post-delivery problems.

The original order was still showing up on my profile as "ordered" after another 4 days, so I contacted them again to check: I was told that, although the order was definitely cancelled, it would stay in that state for ever: apparently they have no way of removing it or marking it as cancelled.

On the plus side the Wheelies people I dealt with (2 by online chat and 1 by phone) were friendly and helpful - though there was little they could do to actually improve the situation - and I was not put under any pressure not to cancel, but I would be unlikely to deal with them again, especially for a major item.

bought two bike racks via ebay," sold as ex display" these were not ex display they where more like hire or part exchange, they had been well marked and used, when arrived all straps missing,phoned, because they don`t reply to emails,assured they will send them out, 2 weeks later not arrived(lost in post) said they will send more out, "hurray" they arrived, found they where any old strap off any old bike rack, most didn`t fit through metal rachets.ended up buying them elsewhere. would never use this company again

Excellent service dealing with my bicycle insurance claim. Quickly came up with a costing for a replacement bike and equipment. They explained the process and organised the replacement efficiently too. Good communication throughout via email and phone. Thank you.

Shocking customer service,today will be the fifth time i am calling them in 3 weeks due to them not calling me back regarding a fault on a bike i have returned,, not hard to give a customer a call when you have arranged to keep them updated,, disgraceful

Wow is all I can say!! The owner of wheelies wouldn't take my coupon because "there is a limit of 2" but on the back of the coupon voucher it says "one per person" and there were 3 of us! So I tell my husband to use his coupon because "there is a limit of 2" and the owner says, "NOPE I WONT ALLOW IT!!" Great customer service. He's rude and unprofessional

I bought some fox pro shorts £125 !!! And the zip failed after 2 months, i wrote to wheelies only to be fobbed off with the fox warranty is only 30 days. I wrote back and explained that any defect under 6 mths is classed as being there when purchased under law. They responded by asking for shorts back , which i did using their collect plus system.......3 weeks went by so i contacted wheelies and they had lost them!......i sent receipt and they appeared!!
Now im being told that thry have been sent to fox even though my contract is with retailer
..i only wanted an exhange, take my advice and buy from chainreaction, these guys gave the worst returns policy ever.....its taken mths and still no shorts 😕

backed into a corner to use this company for some of my insurance claim or they would deduct 20% off the value of the claim - compared to other places/ shops they were over priced generally. From the offset there seemed to be only one person taking 95% of the calls - so always under pressure. Items that were available were then not available so had to change the order - they didn't want to ship the order till all items were "in the box". 8 weeks after receiving the order the pedal sheared off - blamed on to us for incorrect threading but took 5 weeks to get back to us- though we have put many a pedal on previous bikes with no issue (if it such a specialised job maybe you should supply the bike with the pedal on) - anyway open and shut for them - user error - Because they are so slow I had already taken my bike to Evans cycle shop (who I would have bought it from if given a choice as I can wheel it into a local store if there is an issue - can't wheelie it to Swansea) and Evans got in touch with Specialised who recoiled the wheel FOR FREE - YES FOR FREE and Evans charged me a tenner for their time - that was all - simple - WELL DONE EVANS CYCLES - WHEELIES AND INSURANCE CONTRACTORS - A LARGE THUMBS DOWN - I've now checked my new insurance details who said I wouldn't be put through that again - check with your insurance what happens when things go wrong as you may find you have no choice but to use this company

After buyin my bike etc from this company, had some bad news, and unable to use due to ill Health.
I got in touch with a lovely lady called Angela Raven,
She has been so helpful, and has gone above and beyond her job for Me. To sort a return and even enquired about Me after been in hospital,
Could not recomend enough, superb assistance.
All i can say is thank you.

Getting a new bike through Wheelies , it has been massively delayed due to Specialized bike company. Today I spoke with a guy called Josh who was very friendly and knowledgeable, he helped me order a different bike that fit my specifications brilliantly. Thank you Josh!
Specialized on the other hand -suck!

The customer services is outstanding.
I would definitely recommend Wheelies to anyone.

I would like to thank them for all of the help and advice, absolutely fantastic.

Made two small orders this year - with no problem. Received quickly, quite well packed. No hassle.