The following review was originally posted by me on Trustpilot as that is the review website Bike Bandit utilizes... I received an email inviting me to make a review when BB said my order had completely been delivered... well half was, but I could not get anyone there to pickup the phone or reply to email so I made a review... I am copying it here on Sitejabber as I want to spread word and share my experience:

Order was for a small tool and a paddock stand. Chose Bike Bandit as they had the parts I wanted and provided very fast shipping.

Only problem was UPS delivered the small tool but not the paddock stand. UPS tracking says all items delivered when they were not. The order details page under my account on the Bike Bandit website says all items delivered. This is not true.

I tried emailing Bike Bandit to get this sorted out but received no reply. Tried their "chat" but it was not working. Tried their customer service phone number and was on hold for over 1/2 hour with no answer. I have to work so couldn't continue holding.

This is horrible customer service... not being able to reach someone easily to get a problem resolved. Why have three methods for a customer to contact you if you do not answer any of them?

I needed the paddock stand by a certain date. I dont have it when promised by Bike Bandit... why make such shipping commitments if you cannot honor them?

Poor customer service.

Edit - added 7/15: After not receiving any response to my attempts to find out why the shipper said my order was delivered when it was not I received a call from Bike Bandit after I submitted this review. I was asked if I had picked up my order, told the caller no, after some searching he advised me there was another shipping tracking number and the order should arrive later on 7/14. Then he went on to explain how the email and call volume numbered in the thousands and there were only 6 people to handle the work. Then he said something about how hard it was to hire right now to get more help. Finally he made some statements about the promised fast shipping.

Well, it is the next day, I still have not received the second half of my order that was promised by this caller from Bike Bandit. Needless to say I am not happy. I am also not happy in how the caller attempted to guilt me with his statements of the email and call volume and having too few persons to handle it... and how hard it was to hire people... not impressed with this either. If your business truly has that volume, and you need to hire more resources, it can be done... There are a lot of people looking for work right now so I have trouble believing it cannot be done. As far as the shipping, it appeared his point was I should be glad of the generosity of Bike Bandit's express shipping... really not impressed with that... offering this shipping is a marketing tool! It was what made me decide to purchase from Bike Bandit instead of one of many other retailers. Don't insinuate it is a favor... it is a device intended to land a customer.

I said to the Bike Bandit caller, when he pushed me to change my one-star review, that if I received my missing order item last night I would change the review but would be honest about it... well, this is my honest review... no product, was told it would arrive by a certain time, it isn't here. Not impressed.
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At this point BB responded to my review on Trustpilot, promising to have a second shipment of the missing paddock stand sent from the supplier... it never arrived either as I list after the BB response:

Reply from Bikebandit
6 days ago
Hello Richard,
We are sorry if you feel the rep tried to guilt trip you, that's not the case. He was simply explaining the situation on why communication with us during these times has been a bit difficult. Either way we are sorry that UPS has dropped the ball on delivery, the last update shows it was picked up by them but nothing since. This is happening here and there due to the overwhelming amount of shipments they too have been handling. We have requested our supplier to ship another one directly to you at no cost of course. We hope to see that delivered to you shortly. Have a great day!
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Update 7/21/2020 - I still have not received either the original Vortex rear paddock stand I first ordered nor have I received the one Bike Bandit said they would have shipped to me in their last Trustpilot reply.

I have tried to contact Bike Bandit many times over the past week via email, using the form that pops up when you try to use the non-functioning chat on their website, their main customer service email, and the direct business email address for their customer service supervisor Hunter but have received no replies. Calling just goes to hold.

So now I am updating this 1 star review. I wish Trustpilot had a half-star rating as they did get a tiny chain alignment tool to me quickly... if I hadn't received that so quick I would be wishing I could post a negative star rating or something of that nature.

Refusing to follow up on this issue, to refuse to honor many promises they made, to refuse responding to emails... this is very unprofessional and hardly the way any business should treat their customers.

I have ordered motorcycle parts, tools, gear, and accessories from vendors across the planet... no matter which company I have ordered from they treat customers better than this and get my orders delivered with concern and speed. If there has ever been a problem it is handled quickly and professionally... making me a repeat customer and one who shares with other riders how well they handled the issue.

Seems like I wont be able to do that this time. I get to warn others of the poor treatment and non-response by Bike Bandit.

I went and looked at the reviews on Trustpilot for Bike Bandit... it is amazing how many other customers have very similar issues with no resolution from Bike Bandit. BB blames Covid, points to their big orange banner and acts like that exonerates them.

I may have to file a theft report for the money they stole (by not delivering what I paid for but still charging me)... Bandit indeed. How true that name is!

Made a claim with UPS who is investigating where the shipment is. Going to have to dispute the charge with my credit card company. As I see it, Bike Bandit is practicing fraud by immediately charging the customer but failing to deliver the purchased product.

I am reasonable if a company will communicate what is going on in the process. I received no communication about what was going on and when I called customer service all I got was lies and attempts at gaslighting me.

I placed an order on Thursday 5/21 after normal business hours. This is 2 months into the Covid 19 lockdown and the website still had posted that my tires clutch plates and springs shipped next business day and an OEM locknut shipped within 1-2 business days. I assumed that they had all items in stock, because it wouldn't be hard to change estimated shipping times to reflect delays due to the pandemic. With Monday being Memorial Day I expected everything to ship on Friday 5/22 or Tuesday 5/26.

Boy was I wrong. My first tire arrived the following Wednesday and I expected that the rest of my stuff would arrive within the next few days. UPS changed the estimated delivery of my second tire from Thursday, to Friday, and then to Monday. I realize that this was not BikeBandit's fault, but I reached out to them Friday 5/29 via an email to express my dissatisfaction with the carrier and to ask why 5 business days later none of my other stuff had shipped.

I receive no reply via email and their live chat (the recommended channel for service concerns) keeps saying it is offline when I attempt to use it during the posted hours. On Thursday 6/4 I call the customer service phone number and wait on hold for for 20 minutes until a representative is available. This is the ninth business day after I placed my order and so I ask why it has been 2 weeks and the rest of my parts have not shipped. The representative assures me that it has only been one week and that despite my account saying the order was placed on 5/21 that my order wasn't placed until 5/26. I ignore the weak excuses and just try to figure out why my order hasn't shipped. This representative tells me that they have my clutch plates and springs, but that OEM parts from Honda have been taking up to 3 weeks to arrive. I ask him to cancel the OEM part then and send my Plates and springs. He assures me that they will ship that day.

On Monday 6/8 I finally get an update on the plates and springs that is not me initiating contact. It is to tell me that there has been a delay in shipping them. I call customer service again to see what is going on when I had been told that my parts were in their center and would be shipped. The gentleman I got a hold of again tried to tell me that my order wasn't placed until the 5/26. And that EBC had been taking 2-3 weeks to get the parts to their centers and my stuff hadn't arrived yet. So one of the two customer service representatives lied to me and both of them tried to gaslight me into believing that because they hadn't placed my order to their distributors until 5/26, that i hadn't place my order 2 business days previous to this.

I finally received notice that my items had shipped on 6/11, though USPS didn't actually receive the items until 6/12. And even though in an open letter their CEO touted that they were running their fulfillment centers 24 hours a day to catch up on orders and that they had "shipping insanity" going on sending some items next day air in order to get items to their customers faster, I ordered my stuff before the promotion started and so my items will be arriving 6/16 even though both items were eligible for the promotion.

I will NEVER deal with this company again and neither should anyone else!

Aweful customer service! Buyers be ware!
I wish i could give no stars

First off i hope this reaches a surporvisor.
Ive been a customer for yrs and till this point have had no issues. I started live chat and was tranfered to customer service so i could modify my order. I have the record of the transcripts if you care. I was tranfered to MARIANA and was left hanging not knowing if she understood what i wanted removed from my order or not, so i called in. CYNTHIA picked up the call and was very helpfull, thanky again cynthia. Sure enough Mariana completley screwed up my order. Heres where it took another turn. After i confermed with her the parts i needed i then kindly asked if i could be transferred to a supervisor to speak about what happened in the live chat. I was on hold for 5 mins or so waiting for the supervisor when cynthia picks up and tells me he (the supervisor) is reviewing my transcripts and will be with me shortly, cool i said and thank you. I was then put back on hold for a few more mins and hung up on... i called back immediatly and knowone picks up my call. Call back again, same thing. I then hid my caller ID and sure enough almost immediatly Mariana picks up and i ask to speak with supervisor, she sais sure, asks me for my name and or order number and tells me just a moment and puts me in hold. I sit on hold for 5 more mins and just hang up in frustration. Call back again with my caller ID still hidden and knowone picks up. This is the worst customer service ive ever recieved. I will not be ordering from you guys ever again. I also got like 10 emails of various variations on my cancelled order. I have not recived an email for the parts i actually need and have know idea if i will get them or not... what kind of operation are you guys running... i hope to hear back with an appology or something so i know someone in managment recived this, but from what i gather its a garage shop opperation there, and obviesely Marinana and Cynthia are friends and were covering eachothers back. Thats all i have...

On March 2, I placed an order for a little over 1000$ worth of parts for my bike. After reading the reviews here, I made sure to check the shipping times and policies as I ordered each part. I understood that they wanted to group the shipment to ship as one and that the shipping times listed were an additional wait beyond the time it would take for them to ship to me.

Most of the items I ordered had an estimated shipping time of 1 to 2 days. I purposely didn't order anything that would be beyond 5 to 6 day so that it would ship yesterday. I even paid the expedited shipping so that I would get the items early next week taking their lag times into account. As of Thursday night, the two items that were originally listed as 5 to 6 days were still listed as cross shipped.

At this point, I chatted with one of the reps and was told that they didn't even expect to get the last two items till the 14th. I asked him if it would be possible to ship out the rest of the items, which he informed me they had in stock, and he told me they would be shipped out first thing Friday the 10th and I would receive a confirmation email. Neither of these events happened and my order status hasn't changed. This was my second purchase from them and probably will be my last.

As I read the other reviews, I had assumed that people didn't pay attention to their policies and that was why everything seemed slow. That seems to be the standard line when they answer here. I assure you that I read everything. They have not met their stated time or kept their word.

UPDATE- I received a call from a sales rep named Brandon after posting the above review. I was informed of the following:

My shipment was delayed because after they placed my order they realized that the lag time for one of the items was longer than expected. While they updated it on their website, they had no responsibility to contact me to let me know.

While Brandon acknowledged that they agreed to ship out first thing Friday morning, they decided not to because they refused to ship the items using express shipping. They didn't realize the weight of the order I was placing from them so they have cancelled the expedited shipping. I was told it is not their responsibility to know whether customer orders will meet their weight standards for express shipping. He stated the 1000$+ in items I ordered will now be ground shipped which will add an additional week's delay.

According to Brandon, all of these decisions are perfectly appropriate. They, as a company, have no responsibility to keep customers informed of delay as they happen or to honor the agreement at point of sale when it comes to shipping times. They have no responsibility for anything because they couldn't possible know what is involved in shipping items because they sell so many item.

Also, according to Brandon, I shouldn't be concerned about the delay because I used a coupon code at checkout. And while I repeatedly requested them to honor the shipping arrangement, it was flatly refused. It wasn't their responsibility to meet the terms of the sale and they are free to retroactively change the terms of the sale at their discretion.

For full disclosure, I ended up cursing Brandon out. This was the first time in 15 years that I have even raised my voice to a customer service rep. I found his condescension and refusal to accept any responsibility for anything at all frankly mind boggling. This business is the worst business I have ever dealt with.