Ann-Marie S.
If They Can't Deliver The goods....
Two and a half weeks ago, I took my bike (4 year old Carrera Axle) to their bracknell store with a problem with my rear wheel. The on-site mechanic was highly competent and quickly identified the issue as a busted axle and a worn out chain. It was agreed that the bike would be serviced with the rear axle being replaced, a new chain and the rear cassette would be upgraded at the same time. The agreed time was 3 to 4 working days. Over the next two and a half weeks I received excuse after excuse with the latest from the socially awkward staff. Earlier in the week, I gave then a deadline of 23/03/2024 as I needed the bike back by that date. Then they admitted on 22/03/2024, that they haven't even started repairing my bike yet. This was the final straw and I told that I would collect my bike tomorrow and take to another bike shop, regardless of how many pieces that the bike was in. Avoid this shop at all costs. They make promises that they can't deliver and try to fob you off with ridiculous excuses. I am absolutely disgusted with the service at the Bracknell branch and will never use them again. Update: I took my mother with me, who used to be a legal secretary, specialising in contract law. She managed to negotiate for my bike to be repaired before 4pm 23/03/2024. I agreed and returned at 4pm to collect my bike. The mechanic only replaced the broken axle and didn't charge as an apology. He then went on to explain that the rest of the work that was recommended was unnecessary. Upon getting on my bike I noticed that my rear brakes were too spongy. I had no faith left in the Bracknell Trek branch so I took the bike to the Halfords bike hut in the same town. The Halfords bike mechanic discovered that the brake cable had been loosened and adjusted the brake cable so the it was safe to ride. Avoid Trek at all costs.