I’ve been a loyal customer for many…
I’ve been a loyal customer for many years and never thought I’d have to leave a review like this. After a routine bike service (gears/brakes adjusted, chain cleaned and oiled), I was told the bike was in great condition. A few days later, the chain slipped and I was thrown off — causing damage to the bike, my helmet, and minor injury. When I returned to the store to raise concerns, I wasn’t treated with the care or respect you’d expect — especially after a fall. I was dismissed, redirected, and ultimately told the next day that my bike needed £285 worth of repairs — none of which were raised at the time of service. It felt like the focus was on deflecting responsibility rather than helping a customer in a genuine situation. I’ve now raised a formal complaint with Head Office and submitted a Data Subject Access Request. I’ll share more as appropriate. I’m holding back on naming staff or going into more detail out of respect for the company — but this experience has genuinely shaken my confidence. To be continued…