Serena

All good, fast delivery, and a large choice of products.

I have been 3 times to buy accessories and get my bike serviced. Everytime they say that the option I want to go for is not possible for my bike, and they suggest an expensive one (but I kept going as I wanted to give them the benefit of the doubt). When you show them it is indeed possible, then they will let you go for it. When asking for an accessory, they only show the most expensive type, and you have to explicitly ask for a cheaper one. Labour charge is unreasonably high. They won't tell you how much it will be beforehand. They take 20 minutes of labour to replace a tire, while it takes 5-10 minutes at the most. A few days ago, I wanted my tire replaced (I had the other one replaced a few months before) and I also wanted to buy a klickfix and basket. I asked for the prices and left the basket to them since they were going to replace the tire anyway. Little did I know that they would charge me different prices for the two accessories (assembling more expensive types) and, most of all, for labour to assemble the basket! 25 minutes were counted towards it, more than to replace the tire! Never in my life had I to pay for an accessory that I buy in store, to have it mounted on my bike. But also, they should have told me in advance and show me the costs and prices. I find it very dishonest. It takes 5 minutes to screw a couple of bolts, which I would easily done myself, had I known that!

As my membership card had just expired, the cashier suggested to renew it to get all the discounts since this was a big shopping, to which I agreed of course. Once I paid and looked at the receipt because of the way higher amount, I noticed the membership card hadn't been activated! The cashier did not apologise and came up with strange solutions such as paying again the discounted sum and wait for the full refund of the first payment (hence paying almost double and waiting for several days to get the refund!), then pushed for me to get the difference on a gift card. The way she explained it was hiding the fact that I would not get my money back. I made it clear that I just wanted the difference to be refunded since it was their mistake. She passed me on to Craig who was nice but again pushed for the gift card and I had to stop him from doing it! Finally I managed to get the refund after repeating that I wanted my money back like three times (that was 86£) and I'm still waiting to get the money on my card after almost a week.