AW Cycles Reviews

I have had my family's bikes serviced by A W Cycles for years and I have always found the staff friendly, helpful and reliable

Another great experience with AW Cycles. My rear brake had stopped working, it turned out something had just got dislodged and it was a really minor repair, so the guy fixed it then and there for free.

Quick, efficient, friendly service from Lewis and other staff for my bike’s repair and service. Made minor adjustments on collection to endure all working well. Thanks.

I took my a Giant Power Pro in for warranty service. I was told that it needed to be on a bike for testing, so I went back with my son's bike frame.

A day later, I got the call that the bike was ready, and the power meter was working fine, and for a very reasonable price, I was delighted.

Picked up the bike, and son went off on a ride. An hour later he called me to rescue him. His cranks had fallen off'. I called the bike shop on the way, and the mechanic was mortified, he said 'Did they not tell you on handover' - he had put the cranks on, but not torqued them because there was a bolt missing.

Oh- and the Power meter was still totally useless, reading alternatively zero, or 2000 watts.

I went back to the shop, and had a 'discussion' with the owner, who refused to issue a refund for the work, which had left my son stranded in pouring rain, in the middle of a training ride. He refused to listen to me, refused to accept responsibility, and tried to tell me it was my fault for not checking their work! He was aggressive, patronising and insulting.

As I got back home, I received a phone call from the shop manager, very apologetic, who said that the owner had not been in possession of all the facts (because he was too busy insulting and patronising me to listen). He offered a free bike service by way of apology, and a full refund.

I accepted the offer of a service, since my son was due to race, and we urgently wanted the bike checked over before the race. At some considerable inconvenience, I rushed the bike to them, so they would be able to get it turned around in time for the race. I had been told the service would be same day, unless they needed to keep it overnight to charge the Di2 Battery which they promised to fit for me.

I was disappointed not to get a call back on the day, but called first thing the next day to arrange collection in time for the race. They told me that they had been busy, so had not even started on my bike.

I am astounded. This was supposed to be a gesture of apology for appalling service which left my son stranded, but turned into another fiasco.

Their further response? A curt e-mail to say that they do not feel that they will be able to meet my standards of service in the future.

Well too right. I'm afraid I expect service to involve honesty, doing the job you're paid for, returning bikes in a safe roadworthy state, and being pleasant polite and respectful to customers. These are clearly not standards which AW Cycles can comply with.

Edited to respond to their reply:
Just to correct what AW Cycles are saying.

1. I allowed them to look at a bike which had suffered sudden catastrophic failure of the steerer tube, resulting in a crash, which could have killed my son. When they said they could just chuck another fork on it, I decided to take it to a professional bike shop, especially when they mentioned that they had already got into trouble for insurance fraud, and had a very uncomfortable experience when the insurance company sent an investigator to look at a bike, when they had fraudulently written off a frame.

2. I did give them a chance to make amends for their appalling service and putting my son at risk, by servicing my son's other bike, because of the urgency of suddenly depending on one bike. I made clear that he was racing in 48 hours, and had training to do in the meantime. I was assured it would be looked at immediately, so went and collected it (at some inconvenience) immediately.
3. I heard nothing that day, and when I called the following day, I was told that they had not even looked at it, so arranged for collection.
4. When I e-mailed to express (mildly and politely), disappointment, I was told that they would no longer deal with me, because they could not meet my expectations.

As you can see from their reply, rather than accepting responsibility for their actions or failures, they are trying to slander and defame me, or bully me into removing my feedback review. They previously made any offer of recompense conditional upon my removing my review.

If you don't see many negative reviews of AW it is because they bully and insult anybody who dares leave honest feedback. I will not tolerate this, so have commenced legal action.

Always has everything you need. Rob and his team are amazing.