"VERY POOR SERVICE EXPERIENCE"

Bike was booked in for a full service on the 07/06/2023 which was it’s first service as the bike is 8 weeks old.

Later on that morning I got a call from Dales to advise my service had been carried out but the bike would require repairs carried out to the sum of just under £300 to replace my drive chain, cassettes front / rear and a new rear wheel.

In absolute shock due to this news I once again informed them I have only had the bike 8 weeks and asked how this all requires replaced after such a short time of having the bike and could any of these repairs be warranty defects? The mechanic on the phone advised me this is due to general wear & tear and while carrying out the chain test there equipment is showing the bike has done over 1,500 miles. I advised them this was not possible as I only do around 10 miles a week on the bike.

I advised them not to carry out this work and I will collect the bike and take it elsewhere to have a second opinion because something doesn’t sound right. As soon as I said this the person on the phone paused then started stuttering and mumbling when asking me to confirm the make / model of bike I dropped off. After I told him this information he told me to forget everything he had said as this was not my bike and in actual fact my bike hadn’t been started yet and they would call in due course.

I don’t understand how they could mix up my bike because when you take your bike to the shop and book it in they attach a unique label to your handlebars with your details. When booking the vehicle in I also asked them to pay close attention to my front and rear wheels as they had a little side to side movement with the rear one being worse than the front, what seems a bit too coincidental is when they called me with the estimate that wasn’t for my bike they quoted me for a rear wheel as in there words “it was pretty much dead in the water”.

Soon after this call I got an email to confirm my service had been carried out with no additional work required.

Later that day I collected my bike and got no apology from any member of staff for what had happened earlier. I also received my bike back with very dirty handlebar grips which were covered in oil ( my grips are bright yellow and are cleaned daily), the front mudguard was also sitting squint and my rear dust cap was missing.

I will not be using this company again for any of my bike needs and have advised others to do the same who were going to book their bike in for work until they heard my experience.

I feel as if they were trying to carry out unnecessary work to my bike and charge me for it then backtrack when I advised I would be taking it elsewhere for a second opinion. Very poor customer service.

"Good product purchased"

Good product purchased, prompt delivery.

"Terrible company"

Terrible company. Terrible sales team. Awful miserable Scottish way of dealing with customers. No people skills and their bikes are very limited in their range.

They claim the bikes are ready to ride but after purchasing one it came with it's chain unattached and missing nobs on the steering wheel tigtner.

After returning the bike I was told I won't be given a replacement or an alternative and to take my custom elsewhere. All because I complained.

This Krister Sandberg guy that works in sales has been in the job 30 years and thinks he is above everyone. Old fashioned and zero sales etiquette.

DO NOT shop with them. They portray themselves as the John Lewis of bike stores but really there are MUCH better companies out there.

PS: I am trying to verify my review but there is no section to leave my order number. However I shall leave it here: Your Invoice #1000009720 for Order #1000013605

Went to Balfe's Bikes and they are a billion times better, trust me lol

"Dalescycles were amazing"

Dalescycles were amazing. I had a fright as a bike came off my Thule carrier when the main clamp failed and the handlebars crashed onto the M9! I was on route to a 3 day cycling holiday near Stirling. Called Jim at Dalea; even although he had a full diary he got together the parts to get the bike running and performed the repair while we waited on Saturday evening so we could make it to our holiday. Thanks you saved the day Jim and the customer service at Dales is amazing. Highly recommend. Ross & Jacqui

"Excellent customer service"

Excellent customer service. The team will spend time to find out exactly what you need. Generally they don't have a lot of high end MTB parts and armour etc but they are still my first point of contact for most things bike related.

"Shop Local"

I had ordered the same part from Wiggle but it didn’t appear keeping me off the road. Dales had the correct part, it was available the next morning and they fitted it quickly so that I was moving again. The price was the same as Wiggle. I will be sure to consider them before ordering online.

"Wonderful, proper service."

Friendly, helpful, customer focused, knowledgeable and patient.
My experience with every staff member has been wonderful.This started from a phone call through to 2 shop visits. Everyone is personable and an enthusiast.
What a wonderful experience.Thank you.

"Quick delivery"

Quick delivery, good price and good mudguards

"Ordering was simple"

Ordering was simple. The delivery was very quick. A great experience all round.

"What a professional company"

What a professional company! First off the original sales person took his time to find the right bike for us (unlike a nearby rival where two hipsters pretty much ignored us). No pressure just sound advice. After the order was placed we had updates by text and email confirming the progress of the bikes build. The bike was ready on the agreed date and in immaculate condition and built with real care and precision. Honestly, the whole process has been so smooth with genuine customer care and a real satisfaction after I left the shop with the bike. Free first service too! I'd give 10 stars if I could!