Bike Market - Still a lot to learn

I purchased a bike from Bike Market. As per their guarantee the bike was fully serviced “checked and double checked” / “ready to ride” sales agreement. The first instance of using the bike the brakes had an issue. This must have been missed in the service and ready to ride guarantee.

The bike was collected to sort out this issue and was confirmed to be returned the following Monday. The delivery did not take place and not a single member of staff contacted me to explain why the delivery did not take place. Instead I was told that the driver crashed the delivery vehicle and hence why I had not received my bike. I was assured that all was now well with the bike and was explicitly told to take it for a ride and then let the them know if there were any further issues and sadly, there was a number of issues – including a hanger which was near falling off due to stripped parts on the bike. Checked and checked again?

Whilst I am open to the fact that on a second-hand bike there can be issues, a consumer definitely does not need to settle on this quality of product being sold. When mentioning the further issues with the bike after being ridden, I was told:

“Hi Ryan.

I suggest returning the bike to Bike Market. We’ll refund you as per earlier correspondence. Given your requirements I recommend buying new.”

This is an extremely poor response from the very people at Bike Market! With my money in your hands, my requirement is a bike in the correct working condition and of the quality promised in your sales and marketing communication!

As per the above communication from Bike Market, the bike was returned. I was told I would be refunded within 30 days! Money still in their hands, as well as the bike – which will be sold again, I am now made to wait 30 days for my funds. I was further made to leave the store without any documentation or proof of return of the bike and when asking why this is the case I was told “this is how we always do it.”

I suggest any buyer takes due care when approaching Bike Market for a bike. Make note of the treatment you will receive if your bike is unfortunately returned for a refund. It would be excellent to see a young brand honouring their customers and the standard they clearly market however there is a definite attitude and service issue. As a buyer, you are not priority and management have no idea of how to deal with consumers when they have failed to deliver on their promises.