2 experiences with them. First was bad. Ordered a bike from them they had at a good price. All paid for, confirmation email received as expected. Heard nothing for a week. Gave them a call to ask when I could expect to receive it. Waited on the phone as I got passed from the shop floor to the warehouse back to the shop floor and finally back to the warehouse. Spoke to someone in the warehouse then checked my order and said it was due to be dispatched and would I hold for 2 minutes so he could go and double check. Waited 5 minutes at which point they hung up on me.
Re-called them, got through to shop floor explained what had happened and that I was a bit annoyed being on the phone for the best part of 20 minutes with still no information. He didn’t apologies and just said “we might be having phone line problems”. Eventually he explained that the ordered had been received (no sh!t) and it would be dispatched immediately.
Waited another 4 days, nothing. Called back again to find out what was going on when they told me they didn’t actually have the bike in stock but might be able to get one from the supplier. Again no real apology just a matter of fact explanation. I cancelled the order and asked when I would received my refund, they advised it would be done immediately and would show in my bank account within 48hrs. 1 week later after a strongly worded email to store manager I received my refund and an apology.
Vowed never to use them again but ordered some very cheap inner tubes from them a couple of weeks ago. They arrived in 3 days which is basically what I expect and would have liked when I ordered a 2.5k bike from them.