"Thank you Have Bike"

Thank you Have Bike for a speedy, very professional and polite service on my bike. Highly recommended. Karin

"Sent my bike for medium level service"

Sent my bike for medium level service. Cost £135 including extras. Bike came back and disk brakes were rubbing and gears not set up properly AND they had scratched the frame. Collected again to redo and look at scratched frame - sent bike back and brakes still catching - ended up fixing it myself. Still not heard back on their solution for damaged frame despite chasing. Had high hopes for this business since offers very convenient service but if mechanics and customer service not up to task will be taking my business elsewhere and advising others to as well

UPDATE
Nick Brown the CEO of Havebike reached out to me following this and has professionally and appropriately responded to the issues I experienced and offered an appropriate solution. I have updated my review score based on this response - obviously it should not have happened in the first place but a company should also be judged on its ability to respond to issues and offer solutions and in this regard I have no complaints and am willing to give the business another try.

"Great service and friendly staff"

Very good experience and smooth transaction. Pickup and delivery was as expected and the bike was returned as new! Very pleased and will be coming back.

"Bike Service"

Bike Service

Seamless service from organising, pick-up, service and return. Kept informed all along the way and the mountain bike now a pleasure to ride once more.

"Great service - So convenient"

Picked up on time. Call next day to discuss one or two minor extras recommended. All work completed and bike returned the following day ... less than 48 hour safter collection. Wouldnt normally review but having seen a few negative reviews had to point out that my experience has been superb and will definitely be using agin.

"Mixed feelings but won't use again"

I needed my e-bike to be serviced for a trip and no near workshop had availability until late June. I had heard about havebike and had seen positive reviews, so I decided to give it a go. I booked a regular service and the bike was to be picked up on the 29th of April and returned on the 1st of May.

I have mixed feelings about the whole experience and I don't feel like using their services again as I did not feel comfortable with the level of communication.

To be fair on havebike, the concept is great, pricepoint is good, their mechanics seem to be ok (yet to fully test the bike) and their logistics work, however, their customer service and thus the user experience is bad.

Booking the service is very easy, you get several options and they do reply to your questions promptly before booking.

Initial communications were quite clear and seamless, the pickup and return service is great, they email you, call you and both drivers I got were polite and professional.

My bike had braking issues and a gear housing problem. They contacted me late on the 30th to let me know that the mechanic could not fix the issue with the gears through servicing alone and wanted to change the front mech. However, they did not provide any further information besides the extra cost.

I requested this information plus a clarification on delays and did not get a reply (probably due to timing) I called on the 1st and was able to get answers (what model they wanted to install instead and delay estimation) I was told I could get my bike by the 2nd so I was ok for them to carry the extra work.

Unfortunately, my bike was not returned on the 2nd nor I got an update and after calling them and getting the usual "customer services will call you back" that other users report and not getting called back, I started to worry.

Calling again didn't work so I emailed them asking for an update. I needed the bike and wouldn't have agreed to the front mech change if they would have been crystal clear that it could take more than 2 days. They eventually replied and said they would be in touch when they had an update for me.

I'm sorry but that is not good enough. I understand parts are difficult to source and would have understood if told that would have been the case in the first place instead of being told that the new front mech was available at your supplier and I could get my bike in two days.

Due to bad weather and not having my bike, I cancelled the trip and was ready to raise havoc when a certain Abbie replied to my email with a slightly more approachable tone. At that point though, I already had enough so I asked for the front mech replacement to be cancelled.

Abbie called me later that day (Friday 7th of May) to let me know that the front mech had arrived but the bike could only be serviced on the 13th and then returned on the 15th. I asked to return it instead but luckily for me, they had removed the old front mech so instead of re-setting it up, they installed the new one and I was able to get my bike on the 8th of May.

Now, the worksheet says the brakes have been fixed, however, I still feel them very stiff and slow so not 100% sure I'm happy with them. The rest of the bike is in good shape and the new front mech is better fitting than the old one.

I think if you are looking for a good price point and don't mind waiting without updates or clear information, you can give them a go. However, if you are like me and need to know what's going on and get proper time estimates, then avoid

"Absolutely appalling customer service."

Absolutely appalling customer service.

I’ve been waiting 4 weeks for a refund on parts I paid for as part of a service but suppliers were out of stock.

Emails go unanswered and phone calls are not returned.

Frankly, with this approach to looking after your customers, it doesn’t matter how good your service is as people like me will never use you again.

Avoid.

**Update 11th May**

I received my refund today which I appreciate.

Havebike clearly have a problem on the admin side as multiple reviews on Trust Pilot demonstrates which is a real shame as the actual collection/service/delivery service worked very well for me.

"Not a great first impression, but everybody deserves a second chance right?"

** UPDATE 21st May **
Have since had a few friendly email/phone exchanges with one of their directors, who contacted me shortly after I posted the review to resolve the issues I raised. I'm updating to 3 stars for now and think I will give them another go - am hoping I can give a 5 star review then. Think the concept is great and super convenient, and prices competitive - needs to be executed better.

** ORIGINAL REVIEW **
Had high hopes as lots of good reviews, also had several friends recommend the company. The convenience factor and competitive pricing also appealed, so decided to give Havebike a go. Don't often regret decisions, this one I did. In summary, same experience as other bad reviews. Customer comms are appalling, and not sure what the purpose of the customer service phone number is for, as you won't be able to speak to someone who can actually help. The agents who answer the phone are friendly, however all they will be able to do is take your name and number (when asking why this is necessary each time, I'm told that they don't have access to the customer details) and assure you that someone will contact you (spoiler alert - likely won't happen). After 6 weeks my bike has been returned to me, allegedly in tip top condition. The frame is scratched in several places, the bike does not appear to have been cleaned properly (unless it may have been done some weeks back and gathered (workshop) dust & dirt since), and the front wheel is making a funny noise (on first inspection I'm thinking that the mudguard is rubbing). Needless to say that I am beyond shocked and upset that my bike has been damaged and am not looking forward to continue having to deal with Havebike so as to resolve this issue, given the track record. Driver offered to take my bike back, needless to say that I politely declined. Will be taking the bike to my local bikeshop to get an opinion on the damage and also assess the quality of the repairs that have been done, unsurprisingly have no faith in what has been done.

"Theologos was so friendly and very…"

Theologos was so friendly and very professional! Bike looks fantastic! Thankyou!

"Do not use HaveBike"

Was told that I would receive my bike two days after being collected.
Was told that because parts were out of stock it might be a couple of days longer for the bike to be returned to me.
After I got in touch, HaveBike didn't, it was confirmed to me that it might be 7-10 days before the repairs were continued on my bike.
If I knew that it could be this long, I would never have used the service. Customer service is appalling.
Avoid using HaveBike.