I ordered a backpack for my upcoming travels, but after a week I still hadn’t received any shipping details. I contacted the company and got one reply saying “sorry,” but since then they’ve stopped re... See more
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See what reviewers are saying
Highly unethical operator, avoid like the plague. There's a reason for all the negative reviews here. Didn't post a derailleur for weeks, sent a dodgy one, then sought to rely small cosmetic scratches... See more
Made a purchase with this company for a travel item made it clear I needed to have it posted before I travelled. Had zero replies to my emails as to the progress of the transaction,completely ghosted... See more
Velogear is a fantastic online bicycle store. The staff do their best to satisfy the needs of clients. They are trying hard but it does not make it easy when reviewers give them such a hard time. I... See more
Bad customer service and dodgy business ethic
I have been a loyal customer of velogear and had no issues until now. I found their customer service and my dealings with Jordy in particular absolutely abysmal. VERY BAD and dodgy business.
**They flat out refuse to abide by their own terms and conditions or comply Australian consumer rights.** They fail to make any effort to acknowledge or resolve their mistakes and state repeatedly that they are
simply "unwilling to help".
Read more below.
In this case they sold me damaged item, falsely advertised as new and then would not offer a refund, exchange, or return. This is in conflict with their own T&C's and unacceptable business practice.
When the item (a bike crank arm) arrived I saw the item surface was scuffed up and they had used a pen/marker in 'attempt to cover up' the damage. I immediately took photographs of the damage and markings.
The terms and conditions say that we must let them know within 7 working days if there are any issues with the quality of the product. We notified them within this time frame, and provided evidence of the item condition upon delivery.
The damage or cover up markings were not in item advertisement or in the advertisement photo. Nor was the item sold as a refurbished or used item. Therefore the item was not as advertised, and the buyer is entitled to refund/return/exchange, as per Australian Consumer Rights.
Velogear responded unwilling to assist & advised that they believed it was actually 7 days to confirm goods, not 7 working days. This was clearly wrong and they could not produce any evidence of this in their terms and conditions (that we checked and said 7 WORKING days. They sneakily later changed the T&C's to try cover their wrongdoing after the fact) Further, Jordy insinuated that we may have been responsible for the damage/markings. Ludicrous.
We responded with a screen shot of velogear's website terms and conditions at (time of purchase and receipt of goods) that stated 7 working days, not 7 days. Therefore the request for exchange/refund was in line with their terms and conditions. We provided the original photo showing the date the photo was taken, proving it was received in this poor condition from velogear, on the day of delivery.
Velogear has either ignored our further correspondence or immediately closed our help tickets submitted and has refused to comply with our requests for resolution as entitled under consumer law.
If you try call them you go straight to message bank, if you write to them it is ignored. Once they have your money-
After we brought this dispute to them, a week later they sneakily changed their terms and conditions to '7 days', opposed to the '7 working days' to try and get away with it.
Dishonest, unethical, sneaky, and straight up wrong. Avoid them.
November 12, 2021
Unprompted review
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