Beyond awful customer service

3.9 / 5
71% of users recommend this
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KevinRockhead's review of Superbike Factory Ltd -


“Beyond awful customer service”

Written on: 24/11/2021 by KevinRockhead (1 review written)

In January 2020 I bought a Truimph Bonneville from Superbike Factory. At the time of purchase the mot would expire within a couple of weeks. I was assured that when the bike was delivered, the mot would have been carried out. It wasn't. While having to deal with making funeral arrangements for my mother who had passed away I also had to try to arrange an emergency mot for the bike. Superbike Factory apologised, saying they had a new computer system and the bike had slipped through the cracks. But they did offer to reimburse me for the cost of the mot.

I bring up this story as an example of their incompetence and serious lack of customer service.

Fast forward to October 2021, I decided to give them a second chance and wanted to get a Honda Deauville from them to use as my winter transport. After dealing with a member of the team over the phone who helped organise finance for me, I was told that due to a backlog, the bike would be ready for delivery within 7-14 days. However, I could use their online portal to check on the bike's progress.

After 16 days passed and no word about delivery, I used the online portal to try and get an update. I was told simply "they are waiting for parts to be delivered". Several times since then, I have messaged over and over again, only to continually received the same non-urgent response about waiting for parts to be delivered.

Finally, after a month, I sent a message stating I wanted someone to call me to give me a proper reason as to why the bike has been delayed. I was contacted by a man, supposedly the assistant sales manager. He apologised for the numerous messages fobbing me off. After he did some investigating, it turns out they have been waiting for the wires that connect to the spark plugs to be delivered by their supplier in Europe. They should arrive in three weeks time!! However, after voicing my displeasure, he assured me he would contact staff who work in the garage and see if they could get the parts from a different supplier.

He called me back within a couple of hours and I was told the parts should arrive by Tuesday 23rd November and would be put on the bike immediately.

It is 24th November today. I have sent a message requesting an update on the bike. I have had no response. They are clearly ignoring me, as the bike obviously is not ready to be delivered. I let them know I am cancelling the purchase and want a full refund of the deposit I paid. If they give me any excuses or problems with this I shall be contacting trading standards and financial ombudsman to put in a formal complaint.

Avoid this company like the plague. If I could give them zero stars then I would do. Save your money and stress levels and go with any other bike dealer you can find. Don't let the flashy website fool you.

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