Velogear, Braeside, VIC

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". 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. 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. 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) 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. 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.

Placed an order on 4th May which I have not received. Emails go unanswered and when I telephone get the fax machine

I placed an order on 30-9-12, it was supposedly dispatched on 1-10-12 and the goods have not arrived, they are not at the local Post Office and no calling cards were left. The order cannot be tracked from the shipping info given by Velogear through Australia Post. The company only has an email address and a PO box, no contact info by phone.

Bought some compression shorts off Velogear, they were the wrong size, exchanged in no time by Velogear without a drama.

I was looking at Velogear.com.au and saw that they had advertised a Bontrager carbon bottle cage discounted down from A$95 to A$55 in their clearance section. The same page also included "2 for 1" offer. These were the exact words. I emailed Velogear to clarify whether the deal was correct and to obtain confirmation. The velogear website advises that they answer all emails within 24 hours. I waited 24 hours and still had not received any email. I went back on to the website and checked the item. I discovered the the bottle cage was no longer in their clearance page and not surprisingly the deal had been changed. It still discounted down from A495 to A$55 but they had now removed the "2 for 1" offer and had changed it "Buy second cage half price". Upon further inspection the 'half price' was half the full retail price, not the discounted price, allowing only an extra $10 off their discounted price making it A$45. Not only had they ignored my email request but they had changed their website after I had alerted them. I was incensed. I emailed Velogear the following on the morning of 19/07/2011: I emailed this message to your business at 8:23am 18/07/2011. Despite your website stating that you answer emails within 24 hours I have not received a response. I further note that the item I was inquiring about is no longer in the ‘Clearance Items’ list and that the deal has changed from ‘2 for 1’ on the 18/07/2011 to ‘Buy second cage half price’. Not even half the discounted price. I can only assume that your company changed the website after I brought it to your attention with my email. The fact that you have done so, without any response to my request indicates a commercial dishonesty on the part of your company. If you advertise something and you have made a mistake you should honour that advertised price until the mistake is rectified. What your company has done is unprofessional and I think that by changing the website prior to responding to my inquiry is despicable. Is it no wonder that Australian consumers are choosing to spend their money overseas? Thank you so much for your very unprofessional response to my inquiry. To date, 5 days later I have still not received any repsonse to either email. I do not expect a response. Further to this they have again changed their website relating to this item. It is interesting to note that Velogear now has the price for the second cage as A$22.70+GST. They show how unprofessional they are by leaving the previous alleged discount offer details at the bottom of the page "Need extra cages. Save $10 by using the drop down box to buy extra cages. VIP If you want 2 cages, select quantity 1 then use the drop down box to " I want an extra bottle cage $45" Consumer law in Australia requires a company to honour an advertised price. Velogear has not responded to my request for information, have dishonestly changed their offer on 2 occasions without honouring the advertised price. I will not be purchasing anything from Velogear. I have used and will continue to use much more professional outfits like C**** , J**** and even A****. If Velogear is anything to measure Australian online retail, and Australian retail in general by then is it any wonder Australian dollars are going overseas.