visit niagaracycle.com/ »
"Never set foot in this shop! The manager is rude and arrogant. We went inTo purchase a first "big kids" bike and he barked at us and told us to go to Walmart. He made my little boy cry on what should have been and exciting happy day.We went in for an 18 in bike and came out with a big zero."
“We apologize for the negative experience this customer had. She came in looking for an 18" bike for her 7 year old child who had never ridden a bicycle before. We suggested a bike with a coaster brake and a training rear brake as in our experience this is what is best for a beginner. We did not have a bike like this in stock, so we did suggest that Wal-Mart may have one because we would rather see a child get what he needs than make a sale. The mother did not want a coaster brake bicycle. We did have a bicycle that would fit their needs that only had a rear hand brake. We spent about 30 minutes trying to set the bicycle up so her child could ride it safely. He did not have the hand strength to pull the brake lever so we took all the tension out of it and readjusted it to pull it back so he was able to manipulate the brake. She wanted the seat so low that the childs knees were almost hitting his chest. We moved the reflector and lowered the seat to where she wanted it but we advised her that the seat needed to be higher. She was pushing the child into this bike that he clearly did not like and was not ready for. When she wanted training wheels, we advised her that they do not make training wheels for 14mm axles. She stated that a competitor probably does (they don't). We did everything we could to help this customer but she insisted on pushing her child into a bike he was not ready for and could not ride safely. UPDATE: We have been informed by the customer that her child has a disability and they had been to physiotherapists to decide the best type of bicycle for her child. This information was not relayed to us so we were only giving advice based on our experience. Of course we do not know better than a physiotherapist who has extensive knowledge of a child's abilities. Again we do apologize for the negative experience that this customer had. If we had known about the issue we could have assisted better.”
"Poor service. Rude employees and management. They would not admit fault for mistakes they had made."
“We do regret situations where our customers are not happy. This customer came in and wanted a flat repaired. We found some graphite-like material in the tire that caused the puncture. We removed it and replaced the tube. The tire did have a couple of areas where the tread was a bit thin from skidding but the tire was perfectly rideable and did not necessarily need to be replaced. The bicycle was in the shop for a couple of hours before the customer picked up the bike and the tube held. He then rode it home. The customer came back in the next day with another flat. We inspected the tube and found that something had punctured the tube again. At this point our head mechanic did recommend that the tire be replaced as the customer was continuing to get flats and there were a couple of thin areas in the tread. This did not mean that we made a mistake in not recommending a new tire the day before. There was no evidence that the flat was in the same area as the small worn spots in the tire and could have been punctured by anything. We also recommended tube protectors be installed on the rim. The customer said to replace the tire but refused to pay for a new tube or any additional labor. He kept insisting that we made a mistake and he should get a new tube and labor for free. We explained to him that if the tire went flat due to a completely worn out tire, or a pinch flat caused by us, then it would have been our mistake and we certainly would have made it right. However the flat tire was caused by an additional road hazard. Normally there is a labor charge for removing a tire and removing road hazards, since he did not want us to replace the tube and tire we agreed to stop the repair, and did not charge him anything. Again we do regret the situation but we can't give away free tubes and labor when flats are caused by a road hazard and not by any mistake that we had made.”
"dj3ric, glad your experience was different,but if you look at the review dates.Most surrounding your review are within a year of it. Email department CSR Cheryl was also a party to my negative pre sale experience.Simple listening skills appear to be missing with the internet department CSR:1.she missed the reason for my call,shared at the onset.2.Amazon doesn't list the part number for the item I wanted on the information page,thus I had NONE to give.Asked the CSR to see for herself if she had internet access.Conversations aren't monologues,involves interjections.All this led to a put out internet CSR where she told me she will be hanging up when I asked to speak with a manager.ONLY contacted NCW because the other vendor was sold out.They were helpful,and ANSWERED my questions,offered alternatives for me to consider without attitude even when they weren't getting a sale!"
“We apologize this customer had this experience calling in to our company. We carry over 60,000 items so to make sure that we are talking about the exact right item, we try to get the SKU or the ASIN that Amazon provides on every page. This is only to help you get the information that you need. Most of our product advice and assistance is done online via email to give the product specialist some time to research various issues. We can of course give helpful hints and advice, but if you need very specific product information you need to help us out a bit. That being said there is no call for being rude, on either end of the phone, and we apologize this was the case.”
"Service is a big zero. lots of excuses why items have not been shipped, Advertised as items are in stock, but coming from other locations, don't seem to be concerned or in a hurry. Would not recommend this shop to anyone, I item still hasn't been shipped."
“There seem to be a lot of issues on these review sites with shipping lead time. Previously on our website we stated that orders ship within 1-5 business days, but this did not seem to be transparent enough. Our average order processing time is 2.7 days, many orders ship the same or next day, most orders within 3 days, but some orders do take the full 5 business days as the items need to be transferred in from an alternate location.Now on our website, every item has a stated lead time, so customers will know the exact lead time for their order. 99% of orders ship within this lead time. We hope this will improve the customer experience. This is how lead times are communicated on our Amazon storefront (where we are Amazon's largest sports and outdoors retailer), and we have almost 100,000 ratings and a 97% (4.8 star) approval rating. That speaks far more than a handful of negative reviews on these review websites. Even so, we do regret any negative experience a customer may have had. Our business continues to grow at leaps and bounds every year and we would like to thank all of our customers for that.”
"There seem to be a lot of negative reviews of niagara cycle, here, and on forums. I risked a purchase, anyway, because I was in no hurry for my parts, and I'd like to simply state that I did not have any problems. My full order arrived in exactly a week, no packaging concerns, no late delivery, no backorder or wrong-item drama. I cannot speak for the other reviews. Maybe the business is better: it's been years since the forum posts I read that disparaged niagara. Maybe I just got lucky, and they reliably had in stock exactly the things I ordered. However it may be, I was satisfied, and I'd order again. "
"Shipping was too slow. My package took 10 days. I usually receive packages from other sellers in 3-5 days. However, prices were low and I didn't have any issues with the order. I'll order from someone else next time.UpdateIt took just over 1 year for Niagara Cycle Works to respond to my review, maybe they just found it? Anyway, they do have outstanding reviews on Amazon, and it sounds like they've addressed the slow shipping. Maybe I'll give them another try in the future."
“There seem to be a lot of issues with shipping lead time. Previously on our website we stated that orders ship within 1-5 business days, but this did not seem to be transparent enough. Our average order processing time is 2.7 days, many orders ship the same or next day, most orders within 3 days, but some orders do take the full 5 business days as the items need to be transferred in from an alternate location.Now on our website, every item has a stated lead time, so customers will know the exact lead time for their order. 99% of orders ship within this lead time. We hope this will improve the customer experience. This is how lead times are communicated on our Amazon storefront (where we are Amazon's largest sports and outdoors retailer), and we have almost 100,000 ratings and a 97% (4.8 star) approval rating. That speaks far more than a handful of negative reviews on these review websites. Even so, we do regret any negative experience a customer may have had. Our business continues to grow at leaps and bounds every year and we would like to thank all of our customers for that.”
"I placed an order at Niagara Cycle Works before looking up reviews on Reseller Ratings. Needless to say, I was a little worried after placing my order due to the negative feedback from the reviewers on here. I contacted Niagara Cycle about my order and they responded in a couple of hours (far from the few days or not at all responses from the other reviewers) and told me when my stuff would ship. My order shipped a day earlier than I was advised it would ship and arrived very quickly. I'm happy and the prices were the best I found"
"No customer service to speak of. I ordered a couple of tires from Niagara Cycle Works through Amazon's store front. After I placed the order, Niagara decided to change the shipping terms and increased the shipping charges by an additional $24. They would not admit to the fact that it was their error and therefore would not honor the original terms of the sale. Their responses to my emails were very curt. I ended up cancelling the order even though Amazon offered to reimburse me for the added shipping charges when it really should have been Niagara's responsibility. I will not be doing business with Niagara Cycle Works and I recommend you beware as well. Amazon may want to consider removing Niagara Cycle Works from their seller list because of their "bait and switch" tactics and lack of customer service. Amazon = +1Niagara Cycle Works (Cheryl) = -1"
“We do regret this experience. The Amazon platform has been wonderful for us however there are some issues. One of them is getting the shipping costs right for orders from AK and HI. As I'm sure you know, it is very expensive to ship there. We sell such a wide variety of items from tiny cable tips to 8 ft long auto racks that it makes it nearly impossible to calculate shipping costs based on weight only. It costs about $6 to send a 1 lb package via the Post Office, as long as the volume of the package is under 1 cubic foot. When the volume exceeds 1 cubic foot, the price balloons to $37. If we try to charge a bit more for smaller packages to cover the loss for the larger ones, we get constant complaints that it "doesn't cost any more to ship to AK and HI than it does anywhere else in the country". We do state that the shipping cost is just an estimate, and we do end up eating quite a bit of the shipping cost. However when a $20 order comes up $42 to ship, we do notify the customer that we can't ship the package as planned. We do realize this is not an ideal situation for our customers but until there are more shipping options that involve not just weight but volume as well there is not much we can do.”
"HORRIBLE EXPERIANCE !! Piss poor customer service and no acceptance of blame with a mistake on their end. They did not make me aware of this until I called to locate my package. They refused to compensate for shipping cost, I had to wait 2 weeks for an item I was expecting in 1-3 business days and payed extra for this being expedited. They drop ship items and don't inventory them causing delays. This is copied from my email from "Cheryl" at Niagara cycle when I asked for free shipping or some compensation for their error. I found better pricing at probikekit .com they ship from Germany and deliver faster than Niagara, boycott Niagara Cycle!!This is in reference with your Request Ticket Number: ST00158117. Hi David,We actually sent your order earlier than we thought and you should have received it by now. I can offer you free shipping on your next order. Just reply back to this e-mail with your order number and we'll refund the shipping back to your card. We can't give any other discount because our margins are so low. We would be loosing money.Sincerely,Cheryl"
“This unfortunately is another instance of our shipping lead times not being fully understood. The items on this order had a lead time of 5 business days and the order did ship within that time frame. We state on the site even if you choose an expedited shipping method it does not mean your order will ship the same day. The 1-3 days is the transit time for Priority Mail, not the total time from ordering until delivery.We have worked closely with our external warehouses to receive items more quickly and have decreased lead times by 40%. Also, now that we have revamped our site to include the lead time on each item, hopefully there will be far less confusion.”
"I don't think this company is employing dishonest people, but their business model will have you tearing your hair out.Mainly, the interaction with Niagra is sparse (no email updates etc.), and the time it takes for the order to be filled is insane. Yes, everyone expects stuff to be done yesterday, but you'll notice the, "order takes an additional 2-3 days to be processed," which along with the slow boat shipping method, is pretty long.I've read on other review websites about the "terse" customer service. When I cancelled an order someone did bother to email me and *pointed out my mistake.* Seems like an odd customer service methodology. Oh well."
“The customer wanted to cancel his order because it was "taking too long to ship". We always honor cancellation requests as quickly as possible. We did point out the lead time to the customer, just in case for next time if he needed an item within a couple of days he may want to look for items that stated they shipped within 24 hours. This is for us and also other Amazon vendors, almost all of whom have lead times on their items. This wasn't to point out that he had made mistake, but to assist the customer in receiving items when he needed them by. We apologize that the customer thought we were pointing out a mistake that he had made because this wasn't the case.”
"I ordered a crankset from Niagara and received and email pretty quickly saying that the silver model I ordered was out of stock. I replied back saying that the black model would be an acceptable substitute, and they continued to process the order as such. I received the item with no problems, although it wasn't the fastest of shipments. Nonetheless, their customer service did seem helpful and took care of the problem. Having worked in inventory management positions, I know how difficult it can be so I don't hold it against them. I will shop Niagara Cycle Works again in the future since their pricing and selection is pretty competitive."
"Bait and switch tactics - changes the description of the item after you complain - even when they send the wrong item, YOU have to cover shipping both ways (that's policy, don'tcha know).Please avoid."
"I deal with them enough of time to actually write a review. Remember my 1st time that I shopped with them, it took a longgg time for them to ship everything to my place. But I still buy from them as their price almost always the lowest I could find online. They also have a lot of choices which some online store/local shop might not even carry. I understand the reason why it takes them a long time to ship something because they will need to place an order from their channels first, arrives at their location, and then they will send your goods out to your location...and that takes up a lot of extra time. If you're not in a rush, they are cool to deal with."
"Ordered some brake and derailleur cables and housings. Shipping was really slow but they did finally get here. "
"Arrogant condescending customer service. Sent the wrong item then expects me to bite the shipping costs both ways, I'll never do business with these people again. Advise that you avoid this seller"
Share your shopping experience and interact with1,958 participating stores,
write a review!
Follow us & win cool gear:
"How holiday shoppers can beat web scams..."