Butternut Bikes Reviews Summary

Quality of Service

Pros:

• "They did an incredible job checking and fixing my bike after an accident. Bike feels better than ever!"
• "Butternut Bikes did a great job. They were happy to only replace the important parts."
• "The bolt on my seat post clamp was so worn I couldn't tighten it any longer... the lovely guys at Butternut had a rummage and gave me a spare bolt that luckily fitted for free!"
• "Came here with my road bike in need of TLC and some upgrades... Gav and the team were super knowledgeable but also super transparent."

Cons:

• "Poor customer service, owner incredibly condescending. Young women, avoid it, loads of lovely bike shops close by."
• "Terrible customer service, bike returned still needing work and given my experience didn't wish to return to resolve it."
• "Taking my bike in for a £75 service the owner, Gavin, informed me that my bike needed a new bottom bracket and cassette, I was told the bottom bracket would cost £75... On collecting my bike, I was amazed to be presented with a bill of £340."

Customer Experience

Pros:

• "Super friendly service and very much appreciated! If I need any bike-related service again, I’ll definitely come here."
• "They stayed open way later than their closing time and assembled bikes out of boxes so I could make up my mind."
• "Excellent communication, very helpful and very reasonable price."
• "This is a great shop. Really knowledgeable, really friendly, really helpful and very fair."

Cons:

• "Their website states that they usually aim to fix the bike the same day it is brought in... It took a week and a half, and this only because I started chasing and demanding the works be done on it."
• "First time I called and chased after 5 days of leaving the bike, I was told they hadn't started on it yet."
• "The handles on my bike were also black with grease stains... Considering they make a pretty big deal about people not dropping their bikes off to them dirty, I found this also sub-par service."
• "Visit just now left a sour taste... the owner was immediately dismissive: 'first of all we've got two mechanics off sick, so you won't get it back until at least the weekend... and it's dirty, so we'll charge you an extra £10 to wash the wheel.'"

Communication and Transparency

Pros:

• "Great service, efficient, and more than happy to explain to me what was going wrong with my bike and advice for the future."
• "I had my beloved single speed serviced last week and it’s now running beautifully again. Super chilled staff and the online portal with quotes and updates is helpful and easy to use."
• "I booked my road bike in for a service and they talked me through things in a very friendly and thorough way beforehand and then afterwards."

Cons:

• "I called again two days later as I had heard nothing, and was told no works had been started and the part hadn't arrived."
• "The first thing I had to do when I got home was to wash it clean. Considering they make a pretty big deal about people not dropping their bikes off to them dirty."
• "But it was his attitude I didn't like - you couldn't quite call it rude, but I would call it a little arrogant, and certainly like he would be doing me a favour by accepting £75 to service my bike."
• "They quoted me 30 to change my handle bars. Once my bike was ready to collect, they said I had to pay 60 as they had also changed my breakpads... They didn't even call me to ask if I wanted further service to my bike."

Pricing and Value

Pros:

• "I’m often wary to head into new places after having a great shop near me before... Butternut bikes took my fears in their stride and couldn’t do enough to help me, or explain what was up."
• "I dropped my bike off this morning, to have it fixed as my pedal fell off. The team in there were amazing and helpful, took my bike and fixed it within 20 minutes."
• "Super fast and friendly service for brakes and they even cleaned my bike!"

Cons:

• "I would never go back purely based on this. It's also very concerning that the replies to these negative reviews here are as defensive, unprofessional and putting all the blame back on the customer."
• "If you have a long queue of bikes waiting, let people know that on your website. Had I known I was in for over a week's wait, I would've been able to manage expectation accordingly."
• "Went in with a brompton to get a new tyre - as its a bit of a pain to change a back tyre got them to do it- however they charged £30 for labour to change the tyre."