Address: 153-161 Boughton, Chester, CH3 5BH, United Kingdom
Phone: +441244317893
Rating: 4.7
based on 160 reviews.
Customer Service
Pros:
"The team were super helpful via email & over the phone."
"Called into the bike factory today with a problem with my bike fully expecting to have to leave it with them as they were so busy, however, the team pulled out all the stops to get the bike back to me the same day on this occasion, amazing service given how busy they are."
"Exceptional service and nice people."
"The staff are extremely welcoming, knowledgeable and friendly."
"Staff nice and helpful."
"Great customer service Graham was friendly and efficient."
"Really friendly, helpful, and knowledgeable staff who seem to genuinely care about the customer."
Cons:
"Shop itself is fine, but your staff should refrain from leaving 1 star reviews of other bike shops with no explanations."
"Was disappointed to wait all day for an emergency job to be told they had no time."
"Joking or not this was the poorest comment that can ever be made to any customer."
"The sales assistant was extremely rude and pushy. He did not acknowledge our view on what we wanted to purchase."
"Extremely unhelpful, refused to give me any advice about a new bike and told me to check their website and be 'more specific'."
"Poor customer service, poor communication."
"This was the first and the last time i buy anything form Bike Factory. I would not recommend it to anyone."
Product & Pricing
Pros:
"Didn’t charge for anything other than the tyre and tube😳."
"Outstanding customer service!... replaced it with a 2014 model at no extra charge!!!"
"Purchased a Specialized Vado 4.0 SL electric bike at a great price."
"The bike I ordered online, a Raleigh Strada 4, was in good condition and arrived promptly a few days after I ordered it."
"Brought a Trek Fuel Ex 5 from The Bike Factory that was not only the most competitively priced across the whole Internet."
"They provided excellent customer service and guidance in recommending our new Trek Electric Bikes."
"We got a great price, matching the cheapest on the web, and giving us a great deal on new gear - bib shorts, tops, waterproofs and helmets."
Cons:
"Bought my first bike from their website which was unfortunately slightly damaged in transport."
"Ordered a part that was in stock. 3 weeks later it hasn't arrived and nothing emailed."
"Fobbed off for two weeks before canceling my order the day before collection, leaving me no time to source and order another similar bike in time for Christmas."
"However, the shop delivered it to the billing address not the delivery address as specified."
"Ordered part on the 22, on the 30th (after not receiving said part and having had no update) I’m told the part (that was in stock) was not in fact in stock at all!!"
"Overall I regret my purchase because... I ended up with a frame that is probably too large for me."
"I bought bike from them once before but never again."
Online Experience
Pros:
"Ordered online in COVID lockdown. Order was delivered within two days and the personal call and attention to detail with a prompt response was very much appreciated."
"First time having bought a bike on line without seeing it and ordered the Trek 5 in Teal green in the large size, had to wait for two weeks as advised by Jamie and was delivered to my house, 10 minutes later it was so easy to fit together peddles, handlebars, and front wheel and pump up the tyres got to say a totally amazing bike the colour is very unique and very pleased with it."
"The bike arrived very quickly. I ordered it on the weekend it was here by Tuesday, mostly assembled."
"Bike was delivered very quickly at no extra charge."
"Bought a bike online would be delivered, realised I was working near Chester 2 days later so sent email @11 pm asking to collect @ 7.30 got email back yes that’s fine customer service 100% will buy a bike from this company again."
"Bike arrived mostly assembled, required handlebars, pedals and front tyre assembled only."
"Bike took a bit of time to arrive, but this clearly communicated when purchasing and updates while waiting."
Cons:
"I haven't discussed this issue with the shop because I don't feel confident to do so and doubt that there could be a positive outcome."
"I was Later called by the shop manager... still NO apology."
"However refund process was easy."
"For several weeks I was looking for bikes for me and my wife, but either they were not in stock or we had to wait a long time."
"When I actually visited the shop I dealt with a different person so that was something else that went wrong."
"I would however recommend they relook at the courier service 😀."
"Called in for a couple of cheap clips which were found to be out of stock."
Staff & Expertise
Pros:
"Jamie!! 👏🏻👍was very patient and helpful, answered all our questions and also helped us choose accessories for the bikes."
"I was served by Jamie who delivered excellent customer service, he was really helpful helping me to find the right bike based on my needs for the right price."
"The advice from Andy was superb and made it easy for us to choose the best mountain bike solution for my 14 year old."
"Ewan was so helpful and sorted it out for her in making it safe."
"Dave, Mark and Casey at the Bike Factory were exceptionally helpful, professional and knowledgeable."
"Jamie Rigby in Service offered expert and cheerful advice on the range of e-bikes in stock."
"I then had a bike fit with Casey, another excellent member of the team who was again very knowledgeable and a credit to The Bike Factory."