I need to post this here to give people the opportunity to see how a customer request at Bike24 has been handled.
I ordered roughly $180 of products from the site using my Amex card. They put some charge, or a hold on funds, on my card. They then emailed me informing address was incorrect and they would not ship the order until I provided correct one. They asked me to contact credit card company. So I did and read the exact address I provided to them, they said that was correct and there is no reason that they should decline based on this.
So I informed Bike24 it was correct, and explained the bank had said it was correct. So, again, I asked if they were not going to ship then to cancel my order and refund my money. They replied, however made no acknowledgement of my request to cancel. They just said to notify correct address, even though I had told them it was correct.... I sent another requesting cancellation. They replied, but no acknowledgement of my request to cancel.
So I sent another couple of emails informing that address was correct and to cancel. Not even replied to these.
So, FOUR requests to cancel order and no acknowledgement of from them of any type whatsoever that the order will be cancelled.
Out of desperation I posted on their Facebook page to get some action on this. Ended up getting a reply, but it was not much help. So after some rather frustrating exchanges via Facebook they eventually acknowledged they will cancel the order. However, at no point did they offer even what could be remotely considered to be an apology of any sort. Have a read of the Facebook page (https://www.facebook.com/Bike24
) on how they responded to my requests.
Also, I had ordered from them in the past so they would be able to tell I had ordered from them and was not up to dodgy things.
Interestingly not long after my post, there is another person complaining about poor customer service. He is from Sydney.
So, in short, consider if you are brave enough to order from a company that ignores 4 requests to cancel an order, and then only pays attention when the request is posted on Facebook and makes no apology of any sort of the hassles encountered. I know I am not brave enough to deal with a company like that.