"Bought a new electric Trek Domaine and …"

Bought a new electric Trek Domaine and when I tried to ride with assistance there was none at all
So my wife and I drove the 120 miles back to Team Cycles for them to rectify the problem
We had to leave the bike with them to sort the problem
When the bike was fixed I could not believe it when they said they would deliver the bike back to me
Which they have done now that is what I call outstanding service
A big thank you to everyone at Team Cycles you are brilliant
Ev Rhodes

"Excellent service, highly recommend"

Excellent service, highly recommend. Ordered a bike thursday and was built and ready to take away by friday afternoon. Collected it today (saturday) and daughter is over the moon with it, already been around the street showing her friends haha.

"Greedy, short sighted and unhelpful!"

I called to book my brand new Trek Rail in for a rattle near the motor. Even though its under warranty i was advised by their business manager that they would take a look but i would need to pay £10 booking fee, plus any labour, admin or parts shipping because i didn't buy the bike from them. I advised that i was already a customer and tried to buy the bike from them but was told no availability until 2023! I then sourced the bike online within 2 weeks. When i asked why i would be charged for warranty work, Tim Graham said that Trek refuse to pay them full warranty claims costs so they need to pass on those costs to customers who dont buy from them??
I then called Trek UK, who were shocked to hear of this and advised that they would call Team Cycles to ensure i would not be charged. But then i read some other reviews below, where TC still wanted to charge costs to customers even after Treks involvement. I then contacted other local Trek dealers who confirmed that TrekUK are excellent and have never refused to pay full warranty costs to any dealer in the event of a claim. They also told me they are starting to see an increase in disgruntled TC customers switching to their bike shops. I can only assume that Tim Graham clearly doesn't seem to understand the concept of great customer service or building customer loyalty. This experience suggests to me that they could be claiming from Trek while also charging customers additional costs which i find dishonest greedy and unprofessional. I ended up taking my Aftersales business to Cycle Centre Byker who were fantastic and extremely helpful from the start. Needless to say i wont be visiting Team Cycles again.

"Had an issue with a new ebike purchased…"

Had an issue with a new ebike purchased from Team Cycles, they could not have been more helpful and issue was resolved completely hassle free. Excellent communication from Tim, they could not have been more helpful. Many thanks.

"No minus star button ?"

No minus star button ?
If you bought yr trek bike on line but need to take it here for warranty work DONT .
I was treat like a second class citizen from the start and believe it’s because the bike was purchased elsewhere.
I put the bike in for a motor and freehub replacement (both covered under warranty) I’d had no contact with them after a couple of weeks and any further contact was instigated by myself. I eventually contacted trek who chased it up for me and it was then ready later the same week.
I’d been assured by Trek that I would have zero to pay upon collection so with that in mind I went to store to collect and was told I had to pay £259.99 for Labour parts and warranty admin !
This came as a bit of a shock to say the least, I told them that trek had assured me I had nothing to pay but it fell on deaf ears , Tim who I assume is some kind of head honcho even suggested I contact my original retailer to recover those costs !
For the record all the other lads in there seemed decent enough.
As it was a Saturday and I could not speak to Trek I was given the impression that I wasn’t getting my bike till this was paid , I decided to pay and take my bike away.
Upon contacting trek they were appalled that I’d been charged do they contacted the shop to tell them to refund me , I received a call from the store later (the first call ever) but because of card issues (my issues not theirs) I couldn’t do it over the phone.
So called in the next day to be offered (begrudgingly) only £150 refund, I again remonstrated with Tim about the amount but again Yims ears were dear to my issue.
Again because of my card issues we could not process the refund so I again left the shop.
Rang Trek to tell them and they again had to speak to the store and reaffirm the amount to be refunded .
I sorted my card issues out , rang Tim again and he processed the refund. Even though I was assured by Trek I’d receive an apology from Tim I haven’t/didnt.
I then asked him for the serial number for the new motor which had been installed to be told just take the skid plate off and it’s printed on there. I asked if they kept records of parts they fit “nope”
I then told him that I can’t take the skid plate off as I dont have the bike ! He said “pardon” I said it was stolen on Thursday night , his response was “that’s a shame” no empathy no apology no concern no help !
Tim might think he’s doing a good job but Tim has a lot to learn about customer service , Tim has way to much “street “ in him which he can’t hide, he needs to learn some professionalism .
In short I’ve always been an admirer of this store but having experienced their service I’m of the opinion the store (or at least one of it representatives) is all fur coat and no knickers!

"treck Trek X-Caliber 7 2021"

I ordered treck Trek X-Caliber 7 Mulsanne Blue/Anthracite 2021
I received instant emails of my item been shipped. I was surprised how fast my bike arrived. I found the staff helpful with my enquiries
Thank you all at team cycles

"Bad advice"

Was advised by so called workshop manager which rear cassette I needed for my ebike telling me it was different to the picture I suggested it was. As a result I bought two from another company who had them. Didn’t fit straight away and when I went to have one fitted turns out they were wrong and the one I suggested was correct. No joy when I pointed this out and now I have to sell them again to purchase the correct one. Make sure you know your part before you buy and beware of other suggestions!

"Awesome bike shop"

Awesome bike shop and their service is second to none - I smashed my rear triangle and within 24hrs they had sorted a replacement part and had me back on two wheels before I could get withdrawals

"EMTB online purchase went perfectly."

I wanted to upgrade to an EMTB and would normally only consider purchase from my local bike shop. There is currently a nationwide shortage of the EMTB's that I had under consideration so I searched online and located one at Team Cycles. I was a bit concerned at buying such an expensive item online but saw little alternative. Following placing the order, I contacted Team to clarify the likely delivery day to arrange to meet the courier. They were helpful and polite and clearly explained the process. In the end, the courier delivered a day earlier than they promised/expected, which was a bonus. The bike was delivered well packaged and was immaculate. I'm delighted with both the bike and with Team Cycles. I won't hesitate to use them in future.

"Advertising bikes they don’t have..."

Ordered a 2021 Trex Powerfly 4 on Tuesday night, paid deposit & passed finance. Had a phone call on Wednesday morning from Team Cycles saying that they were bemused that I could order it, not available until September. My options were...I’ll see if I can find you something similar, although I doubt it or you can cancel... I cancelled. Funny though, checked the website tonight and I can still order it...1 left in stock.. apparently. Now it’s either very shoddy admin or take your money & try & sell you something else... avoid as far as I’m concerned