Written on: 25/02/2013 by djSTU (1 review written)
I ordered a ladies bike for Christmas. The delivery did not arrive on the stated day and I had to wait a further day – although I put this down to festive courier delays.
The bike had to be set up, which I expected, however, I did not expect to find a completely bent wheel frame. It rendered the bike useless.
Upon emailing customer service, expecting a new wheel to be sent out, I was met with a blunt reply saying “just take the wheel to Halfords, have it trued and send us the receipt and we will refund that cost”. No apology for sending a bike unfit for purpose. After numerous emails (again, at no time did they claim they were sorry for the trouble) I decided to take the wheel to Halfords. They attempted to true it, but told me that it was SO badly damaged, that it would be unsafe. I again emailed customer service and demanded a new wheel. They sent out a new wheel, merely taped between two sheets of cardboard box; no padding or protection. Luckily, the wheel appeared to be ok. FINALLY, after some 6 or 7 emails, I was given an apology for the hassle. I am STILL chasing the company for the £10.99 owed to me for the Halfords wheel truing, which they said they would refund.
Please do not use this company.
AVOID AT ALL COSTS – terrible customer service, damaged products and a nightmare to deal with.