We believe that talking in depth with customers either face-to-face, over the phone, or via email enables us to understand fully your riding or fitness background, what you plan to use your new bike for, and helps us to advise you properly on which bike is best suited to your requirements or how it can be tailored to meet your individual needs.
For this reason we do not currently accept simple “click to buy” on-line orders, with exception of our Ebay shop, through which we do sell some used or ex-display items). But we do sell equal numbers of bikes remotely via electronic or phone contact (with on-line payment if preferred) and through in-store visits.
The reason we like to talk to people is not in order to try and hit you with a pushy sales pitch – far from it. We have unrivaled in-depth expertise and hands-on experience of the products that we sell, and we can use our knowledge to help ensure that the bike you are purchasing is sized, set up and tailored to do everything that you need it to.
Many of our customers first make contact with us either by phone on 01584 705042, via our Contact Page or using email- we will always respond in full to your queries, but are sometimes unable to do so immediately as the volume of calls and emails is often very high, and try as we might we can’t get back to you straight away.
The whole buying process can of course be carried out remotely, but a significant number of customers who initially talk to us from afar do come over to see us in order to take advantage of our set-up expertise, to look in detail at physical display bikes or to carry out a test ride.
Because in-depth viewings, discussions and test rides all require a member of our team to be available to look after you properly for an extended period of time we operate an appointment system for Sales visits – so please contact us in advance to book your appointment. It only takes a few seconds to make a booking over the phone on 01584 705042, via our Contact Page or by email.
As we operate a large number of appointment slots we can normally find a slot that will suit you, although in busy periods we can be fully booked for the following few days.
Our new buildings feature comfortable customer reception areas for Sales and Service, as well as bike fitting, viewing areas, changing room and parts counter.
We always have a small selection of featured bikes on display in our reception area, but we hold many more display bikes behind the counter in the warehouse that is visible, but not directly accessible, from our reception area – ready to show you and discuss in depth during your sales appointment. We no longer operate a conventional open showroom for casual browsing.
This arrangement allows us to hold many more bikes than in a traditional high street store, and enables us to bring bikes out for you to handle and look at properly, in detail, rather than leaving you to search for a needle in a haystack in an open showroom– it also frees up our staff to talk to people properly face-to-face, without interruption, when they visit.
In practice, a large proportion of our sales visits have always involved a bike fitting appointment, so we have been largely appointment based for over a decade – we have simply formalised our previous practice and now make appointments for all sales visits, not just those that require a bike fit.
Because all sales visits are by appointment we are also able to bring in specific bikes that we don’t routinely hold ourselves for you to look at during your visit. With over 1,000 models available to us, some of which are built to order, it would simply not be possible to hold every model ourselves – instead, we hold a good selection of our most popular bikes, but have access to a vast range for viewing during your appointment.
On the parts front, we hold extensive stocks of spares in our stockroom, which we will bring out to you at our parts counter – with the large increase in different parts and standards that we have seen in recent years this helps to ensure that you get the correct item for your needs.
Please don’t think that we are a faceless mail order warehouse – although we don’t operate a traditional “self-service” showroom, our store is a welcoming and comfortable place with proper customer service facilities, all set in a quiet location away from the bustle of a high street, so that we have the time and space to talk to you properly about your requirements.
And we always have coffee on the go, together with soft seating should you need to wait for anything, such as service work.
If the item you require is in stock and needs no significant alteration you can either take it away or we can deliver it to you.
However, as we are specialists in adapting and setting up bikes to suit you as an individual, in a lot of cases we will take a deposit to secure your order/item and either ship it to you when it is ready, or let you know when it is ready for collection. Any remaining balance will only become due once your order is ready for collection or shipping.