Poor service, poor mechanics!

I rode home thinking, my god, I do not feel safe on this bike! I took it straight to BIKEWORKS on leytonstone high road the next day to get a second opinion. I had to pay for service and a new headset with this second bike shop because I lost confidence in BIKESHACK's mechanics, besides why would I want some guys fixing my bike again if they provided a poor service in the first place? It transpired that bikeshack had fitted the INCORRECT crown set for the headset to my bike, furthermore making my bike UNSAFE to ride on the road AND potentially damaging my carbon frame despite the opposite advice I was given from them. I had to wait a further 2 weeks before I could ride my bike again. THREE WEEKS later whilst I was biking at high speeds across london bridge the hanger and derailleur SNAPPED off my bike, curled around my back wheel! Wholeheartedly UNSAFE and shocking service work!!! I took my bike for a risk assessment at BIKEWORKS (the COMPETENT BIKE SHOP) whom advised me that the limit screws were fitted incorrectly causing tension, breaking the hanger and taking the derailleur off with it completely! A rookie mistake!! When I went back to BikeShack to explain the situation and get a refund back on the parts. I was met by Tom who initially listened and was nice and calm, only for it to escalate to rudeness, facetiousness and just downright argumentative. I still can't get over how shocked I was at the reaction I got from them. In summary I paid just under £300 to get my bike fixed, only to get a bike that effectively was incomplete (lacked a functional headset). I had to pay EXTRA for service elsewhere to get it fixed only for my bike to fall apart 3 weeks after they had fitted it (I had to wait 2 weeks for the headset to be fixed). The aggravation gets worse - I wanted a full refund which as a consumer I am entitled to. Tom (the other owner) however, decided he was going to order the new parts and have it sent to BIKEWORKS for them to fix it, however when I was told this I had no confirmation of parts being bought, a date or anything. Consequently I would walk away from their shop with nothing being resolved but only their word. Now, why would I trust a bike shop to do this when I had lost confidence in their ability to fix a bike or provide good customer service due to everything that has happened? Once explaining this again and again and stating I would only be happy with a refund they told me the reason they want to do this is to order cheaper parts for themselves!! (the audacity!!) Essentially wasting more of my time (altogether 15 weeks and a lot of b*ll ache) just so they could save a few pounds! I told them then and there I wanted a full refund and nothing more to do with their service. This is when Joe stepped in and politely apologised and eventually gave me my money back. Things to take away: I am an avid supporter of small businesses but a few things I would suggest would be: 1) A WAKE UP CALL to their standards of mechanical expertise. You simply can not expect to fix bikes and let them go back to your customers unsafe for usage. I could have had a serious injury on my bike due to their incompetence and negligence. I am concerned for other customers whom I feel need to know this is the case. 2) Customer service is ABSOLUTELY key. Just being listened to, a simple HONEST apology and then options would have made the situation a lot smoother. I won't be going back to this shop however I would recommend BIKEWORKS as a real example of good mechanics and great customer service.

Leng Song - 15/11/2014 | report this review