Tl;dr: Tredz assembled and sent me a defective bike in January (costing over £2,000) that was unsafe to ride. They also made several other mistakes, and I’ve lost several days having to deal with them (including over 70 emails being exchanged), but I’m still waiting for the situation to be resolved. Details: Tredz screwed up at every stage of the order. After forgetting about my order for a week, they then sent the bike to the wrong address (in another city), wasting a day that I’d taken off work to receive it. They also forgot to process part of my order. When the bike did arrive (a week later), it was clearly damaged and needed a replacement part. Tredz didn’t know which part was needed, so I had to find this out and tell them. However, Tredz then couldn’t source the part, and sent a different one that wasn’t compatible. Worst of all, I later found damage to the frame, which, according to two independent bike mechanics, made it unsafe to ride. I returned the bike over a month ago, and Tredz confirmed they had sent me a defective bike that is beyond repair. Given that Tredz had assembled it themselves, this is a clear failure of their workmanship and quality control. However, the situation has still not been resolved—partly because it took the warranty team over two weeks to respond to a simple message, despite sending many emails and trying to reach them via the chat. Tredz offered to replace the bike, but that year’s model is no longer available. So, I asked them to replace it with this year’s equivalent (same spec). The price is a bit higher, but given everything that’s happened and the days I’ve lost dealing with these issues, I felt it’s the least they could do. However, Tredz have refused and have also still not processed my refund. Any one of these mistakes would be understandable in isolation, but all of them together are hard to believe and show a total failure of management. My wife was planning to buy the same spec bike from them, but I’ve warned her off, along with some colleagues. I’ve pointed out to Tredz that this will have already cost them more than the relatively small difference in price for the replacement, but they clearly don’t understand the importance of good customer service. Appalling company. I hope I get my refund soon.