“Listed tyres as in stock. So i ordered online. They weren't in stock and they informed me days later. They didn't offer me refund even though this put my in a situation as inwas buying these for someone else. They said they would be in by 20th and dispatched 48hr delivery. 24th now and still no tyres or dispatch email.
Dont advertise items you dont have it stock and then make up wooly stories just to keep the sale!!! Just be honest from the start.
Will not be using Winstanleys again!”
“Totally disappointed in this company. Ordered a bike and was told it had been dispatched. It failed to arrive so I tried to contact them, but their phones had a message that they are not answering due to Covid-19 (and it was not a lockdown time). So tried emailling but no response after 5 days so tried again marking it urgent and they finally replied. They claimed the courier had lost it, but the courier said they had never received it. They had sold out of the item and offered no assistance in obtaining a replacement or any compensation. The bike was for my son's birthday and with all the delays in response I am unable to get him a bike anywhere in time and he will be totally devastated when I have nothing for him. I would not use them again.”
“This company has been bad at every step. Bought the item to later find out it wasn’t in stock so had to wait. Made a mistake with the email address I registered. Contacted them and they told me their system wouldn’t let them change the email address so for updates just contact them.
Waited about 2 weeks then contacted them 3 times over a week and got no answer. Rang them and the recorded message states they aren’t taking calls so they can prioritise answering emails.
Emailed a fourth time and stated that if I didn't get a reply I’d request the money back from my cc. They replied stating I had refused delivery. Told them my wife works from home, I have a front security camera and ring doorbell and told them the courier hadn’t come to my house. I asked them what address they had on file and they gave me a complete wrong address that is about 100 miles from me....and not remotely similar.
For one thing don’t expect them to adhere to data protection as they shared this other address with me and two how could they get it so wrong? I told them I still wanted the bike as my daughters birthday was quickly approaching so to resend. I was told that they had sold the bike to someone else.
Gave them 3 days to respond with a satisfactory outcome or I would review them on my experience. No reply.
They clearly don’t care about customer satisfaction and they are the most disorganised and unprofessional company I have ever dealt with. If I could give them 0 stars I would.
There’s so many other good companies out there so AVOID Winstanley Bikes.”
“Bought a helmet from Winstanleys bikes in Wigan. It fit but the plastic bits in it cut into my ears. Contacted them and told them this so they said send it back for a refund and we’ll pay the postage. So, sent it back and then they decided they wouldn’t pay the postage (after I’d sent it) because it officially defective, before they’d actually received it!!! Even though I’d explained clearly what was wrong with it and they confirmed they’d pay the postage. It’s not a lot of money but the principle annoys me. I’d advise anyone to stay away from Winstanleys if you expect a decent level of customer service. I can’t imagine what would happen if you needed proper service. I’m happy to send anyone that asks the email exchange.”
“PLEASE AVOID WINSTANLEYS. They dont care and just want to take your order!
Id give 0/5 if it was possible. Bike dispatch was nearly 3 weeks when advertised as 3-5 days. Of course, they blamed Covid!
You cant get in touch by phone, everything via email.
Bike arrived and gears are not set up correctly. Throws chain off the top ring and doesnt select bottom ring!
Customer service suggestion - "go on youtube to see how to set your gears"
If you cant meet the demand then stop giving people such a terrible service and stop taking new orders!!!!”
“Ordered a bike that was in stock with an advertised dispatch of 3-5 days. 10 days later and still waiting for the bike. Phones have a recorded message diverting to email. Waiting 4 days so far for a response to my email. Nothing...”
“Similar to other reviews in that their post-sales service is awful. I have sent numerous emails with not even a response to acknowledge them, let alone resolve the issues.
When sending an inquiry prior to my purchase of the bike they responded within 24 hours to answer my question. Once they received my order it seemed they quickly lost interest. I received my bike within the timeframe expected; however, the bike must have had a rough journey and the front brake handle was badly scuffed/scratched whilst all the nuts/bolts and assembly parts were not securely sealed and scattered all over. Unfortunately one of the crucial bolts for the seat post was missing and I am still awaiting a response to my emails a month later!
I have been very patient but I am now considering making a complaint to the bike manufacturer, Orro, in hope that I can secure the missing parts from them.
During the pandemic they have closed their telephone lines, which is understandable and I am sympathetic to any delays; however, it has become clear they have just ignoring my emails and have no intention of responding now they have my money.
Big shame and not what I expected.”
“Order my Bike in June, still nothing. They have had my money already and can’t be bothered to email back with a delivery date! Can’t get hold of anyone on the phone very disappointed with the terrible customer service!”
“Terrible customer services, provided a faulty product, then once returned refused any further correspondence they now have the returned bike and my money and absolutely no contact or response to emails. Avoid this terrible company at all costs.”
“Customer service is horrendous!!! I ordered a very expensive bike. The most I paid for any bike and this is my experience. No reply to email. Takes forever to do anything. Say will just check and be with you in a bit and that was four days ago. Ordered in the beginning of July and still no bike in sight. I am so fed up with them. I have cancelled my order. Let's see if they can do that!! NEVER BUY FROM THESE GUYS. YOU WILL REGRET IT”
“How these people are in business is beyond me!!! Terrible customer service! They never reply and don’t answer phone, and wouldn’t give me the name of the store manager when they sent me a faulty bike. 3 months on, no refund no replies so having to take it further. Avoid at all costs!!”
“I ordered a bike which arrived promptly, however, after one use the pedal broke away from the crank shift. I emailed them the same day as per their website, 3 months later and they have only just replied after numerous emails from me. Apparently, my emails had gone into their junk folder. The service is poor, no acknowledgement of their lack of service, ignore my reply until I chased again.”
“Have been waiting a month for a mavic rim. I ordered the other parts hub, spokes tyre and tube off ebay shops and received them within a week. Winstanley Bikes said the rim was dispatched on 24 June. It is now 25 July and still a no show. ~Yodel is the courier (which is never a good thing anyway from having experience of their poor performance in the past years). I have sent 2 e-mails over the last week or so, with no reply from Winstanley Bikes. Customer service is non existent and their customer service phone line is now shut. I have asked for a refund in my last e-mail. My last resort will be to get my bank to take the payment back if there is no reply. I feel sorry for anyone who has ordered a bigger item such as a bike and is struggling to get it like me with my rim and a wheel which I can't build! there should be an 0ption for zero stars!”
“Really shocking customer service. Order 2 bikes on the 7th of May no information on when they would be delivered. I understand COVID-19 would have created issues with regards to the supply chain. However we had no communication from the company. You can't phone the company as they have turn the phone off to deal with online enquiries (After over 2 months you would have thought they could sort this out.)
I emailed the company after 2 weeks they replied with a delivery date. One bike arrived a few days after the giving date. No sign of the second bike emailed them over 2 weeks ago and heard nothing..... Maybe they have furloughed all the staff if that's the case stop taking order for bike and adding sale items to your site and deal with the backlog.”
“The bike came with no assembly instructions. The gears were all misaligned and the front derailleur needed drastic adjustment. The crank that the pedal is attached to is not stable and wobbles,
So much so that the local bike shop recommended we send this bike back. To date, all our calls and emails have gone unanswered, so we’re left with a brand new bike that is faulty. This is really poor service.”
“Spent over £2000 and still haven't got my bike. It's been a month now and it's not looking good. If you're lucky enough to get a message all it says is " we're expected to receive your bike around. . . bla bla bla !"
After being let down several times I took it upon myself to drive over from Halifax to Winstanleys bikes to see what's going on. When I got there I wasn't surprised to see a factory full of bikes with two lads trying their best to fulfil orders. I didn't go in all guns blazing as that won't help matters. I've been given more promises that it should be in week commencing 15/6/20 . . . we'll see! The staff, Jamie and the bike mechanic are great lads but the way the business is structured leaves alot to be desired. Sorry Winstanleys but you're letting your customers down. After I receive my bike I won't be giving you my custom again. 👎”
