March 2024 by Maros Gajdosik
UPDATE: The Bike Factory came back to me and turned the situation around. Somehow, they managed to get hold of the bike and it's exactly what we've hoped for. Thank you!Not a good experience. Ordered a Lapierre Overvolt HT 5.4 2022 model at a discounted price from the website, which said it was in stock. The bike was to be my wife's, who is recovering after chemotherapy and struggles with hilly terrain. It seemed like a good entry level into eMTB. After 10 working days, I gave them a ring to query why the order status remains as "Processing - Awaiting Dispatch" despite the order confirmation stating that it takes between 7-10 working days to dispatch. The person I spoke to (James, I believe) said they had nothing on this bike from Lapierre, will need to chase them up and that they will give me a ring tomorrow. Rang them the next day to enquire again, spoke to a different person who blamed Lapierre for the invalid stock status. They ended up apologising and cancelled my order. I suggest you keep track of the orders, esp. those nearing the delivery deadline and not just blame the manufacturer for your own lack of attention. I shall take my business elsewhere.
February 2024 by adam short
stay well away from this shop i bought a bike online waited a for far too long only to be told bike parts are from russia ?! hmm not what every other bike shop has said about the same bike customer service is absolutely shocking they dont care and are just rude so do not buy from them what an awful company take your money elsewhere and be stress free
February 2024 by JD
Picked up my bike today and really impressed. Staff are very knowledgable and extremely friendly. Graham (I think, sorry!) sorted everything out that I needed and was really helpful and gave some great advice. Much appreciated!
February 2024 by Claudia Jiménez Martín
Sol & co from the workshop at The Bike Factory have been the most helpful and friendly bunch. Always happy to help and teach you - will 100% be coming back for any issues with my bike.
February 2024 by Martin Robinson
Went in today with my girlfriend lapierre. Thinking it was a bent hanger. Grayham behind the till couldn't do enough to help me find a part. And also suggest I bring the bike to there workshop to look at it. Within 5 minutes it was fixed. What a great team of people who really know there stuff.My new go to shop for anything bike.
January 2024 by Barry Jones
Wanted to update my cycling kit. The guys sorted me out with some fabulous Assos gear, using the usual Christmas money I got bib tights, shorts, short sleeved jersey and a rain jacket that actually works, Top quality at a top quality price, The staff were excellent, they took the time to sort out the right sizes, look and style for me. This is a quality bike shop with knowledgeable staff and a smashing owner (Dave Quinn) who will always strive to beat any price of similar items available elsewhere. This is a gem of a LBS (Local Bike Shop). Excellent range of Bikes, clothing and other accessories, if they haven't got it in stock you can be assured they can get it quickly enough. Thanks guys.
January 2024 by Mark Wainwright-birch
Amazing customer serviceHighly recommend will be using for all my bike needs from now on
November 2023 by T Z
Bought my first bike from their website which was unfortunately slightly damaged in transport. Brought it back to the shop and got it sorted immediately. Staff nice and helpful. Will buy other accessories from them.
November 2023 by JMH Work
I now find myself working in London, so now take the train from Chester as often as I can, however travelling on the London underground in the summer is not a pleasant experience, chatting with Phil, at The Bike factory, he suggested I try a folding bike. I had noticed a lot of commuters travelling with these things but never actually considered one! So without question, I was offered a Brompton to try.Not really knowing what to expect, as a life long cyclist, I have ridden bikes with much bigger wheels for well over 45 years, but wow I was so surprised how well it rides.I had the Brompton for a couple of days whilst working at the Silverstone circuit, it was great, the bike folds into a very small bundle but becomes a bike in less than 15 seconds, following a simple 5 step sequence. Once the bike is built, it rides well and proves to be very agile, which was great whilst riding among the thousands of Moto GP fans. The demo bike was fitted with 6 speeds, which was well suited to all the conditions over the weekend.With a track that covers just over 3 miles, I was able to cover well over 25 miles during the weekend meeting and greeting customers, who all commented on the Brompton. I was also surprised at how many other Brompton riders I found myself talking to over the weekend.This Brompton is a credit to British engineering and clearly benefits from its production for the last 38 years.Big thanks for the Demo Guys, which I know will end up with me costing me money now. I have the bug!
November 2023 by Paul Griffiths
Without a doubt heads and shoulders above any retailer Ive known. Personal, friendly, knowledgeable with such a kind empathetic manner. Each time I visit they just get better...Trek Slash...my pride & joy. Thankyou guys.
October 2023 by Andrew Cattermole
Would like to thank Carl, store manager, and his staff for all their help with my e bike issues. When it became apparent my e bike was beyond repair, Carl swiftly agreed to replace with a new bike. This was a great gesture on his part and greatly appreciated. Great customer service which you don't always get these days. Thanks, Andy.
October 2023 by Erin C-W
Hands down the best customer experience I have ever had in a bike shop. Really friendly, helpful, and knowledgeable staff who seem to genuinely care about the customer and want to ensure that you get the items you need/want for a good price. 100% recommended.
October 2023 by Russell Barrington-Crow
Ordered a new bike for my son but when we went to collect it the staff pointed out it was going to be too small - not now but next year (he's 14 and growing like crazy).Not a problem - we'll find you the right size bike for the same money you paid, even though the spec is better on all the larger ones we have.Just superb customer service at every step - well done Bike Factory!
September 2023 by lemon kid
Dropped into this shop a couple of times for some small items whilst in the area. A few people I spoke to had recently ordered bikes from here and inormed me of the shops sale and as on the look out for a new bike dropped in again tonight. Good sale and seen a bike that I wanted to discuss more but the staff were serving other customers so I had a further look around. I approached a staff member, seeing him free and asked the price of a pair of bib shorts (Assos) that were on the sale rail (nothing on the rail had a price). He said that I would need to take them to him for a price; fair enough. On heading to get them he said "if I had to ask I couldn't afford them". No chance!! Turned on my heels and left the shop. Joking or not this was the poorest comment that can ever be made to any customer. Nice bike but I will keep looking!!
September 2023 by kris zlatev
I needed to get my brakes bled and a worker called San came over and helped me I really appreciated it thank you San. He did it all for very good. he looked happy to help ?
