Butternut Bikes – North London Bike Shop specialising in repairs and ebike Sales including Tern Bikes
Based on authentic user experiences
Tion-Jay Brown
6734 reviews
N/A
8 months ago
Butternut Bikes Limited
Butternut Bikes Limited The Epitome of Abysmal Customer Service and UnprofessionalismBeware of Butternut Bikes Ltd a business that epitomises everything wrong with the service industry My recent encounter with this atrocious establishment left me utterly appalled and disillusioned I recently reached out to Butternut Bikes Ltd to inquire about the cost of assembling a flatpack bicycle and I must say the experience was nothing short of a nightmare The customer service I received was extremely poor and the staff s behaviour was unprofessional and challenging I was met with nothing but unprofessionalism and challenging behaviour from the moment I contacted the company Instead of providing a simple quotation the staff accused me of being an AI Robot which is not only unprofessional but also demonstrates a lack of trust in their customers This behaviour is unacceptable and reflects poorly on the company s image Put another way not only did they fail to meet even the most basic standards of customer service but they also engaged in unprovoked personal attacks Without any provocation or justification they baselessly accused me of being an AI This not only demonstrates their unprofessionalism but also their utter disregard for basic decency Their unwarranted interrogation about inability to attend Ally Pally today further exposed their immaturity and childish behaviour It is evident that these individuals masquerading as adults lack the cognitive capacity to grasp that this is inappropriate I believe in my personal opinion that it is highly likely that these individuals are indeed children that are assuming the identity of their father born in Sep and registered as the Secretary and Director of Butternut Bikes Ltd according to Company House Should this be the case I would suggest that their conduct suggests a severe lack of parental supervision and guidance Nonetheless Butternut Bikes Ltd come across as immature and childish I would suggest that they work on their customer service and communication skills to build their reputation management and provide quality service to their customers The staff s emotional immaturity and incompetence were evident throughout our email correspondence They were unable to articulate themselves in a meaningful way which only added to the frustration of the situation It is clear that the staff at Butternut Bikes Ltd lack the necessary brain development to provide quality customer service For transparency I have attached screenshots of the email correspondence I hope that by sharing my experience others will be aware of the poor customer service and unprofessionalism they may encounter at Butternut Bikes Ltd I strongly advise potential customers to look elsewhere for their bike assembly needs To conclude my experience with Butternut Bikes Ltd was a disaster and I would not recommend them to anyone Their reputation management is in shambles and their complete lack of communication and customer service skills is truly astonishing It is clear that they have no interest in providing quality service or building a loyal customer base The poor customer service unprofessional behaviour and lack of trust in their customers are unacceptable and reflect poorly on the company It is clear that the staff at Butternut Bikes Ltd need to undergo significant training and development to improve their customer service skills and communication skills I strongly recommend that anyone considering doing business with Butternut Bikes Ltd avoid them at all costs Their unprofessionalism personal attacks and immature behaviour make them a joke in the industry and a blight on the community P S I have also left a Google review I would suggest that others do not consider reviews on Trust Pilot as businesses like this complain to have negative reviews taken down which in my opinion does not allow users to make informed decisions However I have found Google allows unfiltered truthful reviews so I would direct your attention there Put another way Butternut Bikes Limited got this review taken down because I mentioned the name of their Director and they claimed this information to be private This business is a registered business with Companies House under the Companies Act 2006 therefore that information is public knowledge I would suggest you visit Companies House website to obtain the name of Director The registration number for Butternut Bikes Limit is 12639530 Unfortunately trustpilot does not allow website link but you can easily type in company house in Google and search for the company name or use company unique registration number
Simon Lipson
6734 reviews
N/A
8 months ago
Poor Customer Service
Went to collect my bike after a service The shop was chaotic the staff more interested in chatting to people who d dropped in to discuss bikes than an actual customer I was persuaded to have new pedals and the guy spent 15 minutes trying to remove the old ones while on a phone call and chatting to other people spanners and other tools regularly hitting the floor During a charity ride a few days later one of the pedals fell off Butternut had nipped a spacer which had been on the bike for 2 years with no issues which dug a groove around the pedal screw Ruined my ride of course Last 15 miles on one leg They offered to replace the destroyed crank arm or get someone in Brighton to do a repair but I chose to use a trusted repair shop in Brighton pending the replacement of the arm Eventually I had to chase them to deliver on their offer to replace They ignored emails finally responding and telling me they found my emails funny because they considered them threatening When you re being ignored I m not sure what else you can do Mistakes happen and while they accept fault the customer service has been so disappointing Being laughed at Not a good look
Mr Ilex Galbiati
6734 reviews
N/A
8 months ago
Poor customer service
Very long wait for a small job very expensive 14 for a small chain lubricant I did not ask for Left a screw untight and I went to spend more money elsewhere to fix the rushed job they did cause they were too busy at selling a 13000 bike and eating curry Very annoying
Angela Scoular
6734 reviews
N/A
8 months ago
Rude and grumpy owner
Rude and grumpy owner not a clue at what he does and charging for things they weren t asked to do I can see many other reviewers making the same comments about this dirty shop
Nick
6734 reviews
N/A
8 months ago
Unpleasant rude and obstructive
I ve now been their on two separate occasions and both I ve had the same experience they seem to go out of their way to be unhelpful and obstructive and that ends up with them being patronizing and rude It s like a bike version of that Not the Nine O Clock news sketch about the hifi shop or Championship Vinyl in the film version of High Fidelity the reply to the review by Susannah below sums them up It s really unpleasant and off-putting
Matt H B
6734 reviews
N/A
8 months ago
All in all a bad experience
My brakes on my hybrid Trek bike weren t working properly and an annual service was due I found this shop online There were two choices online 95 for a full service or the 130 where the bike is completely stripped and cleaned and made like new I booked the 95 for the next day Arriving at the shop Gavin greeted me and without further ado started stripping my bike off accessories like mud guard small saddle bag and my silicon padded seat cover as quote they smell off sweaty bum I need to use it due to problems with my tailbone I didn t expect that to happen and had to take all the stuff to a business meeting in town Gavin asked me what needed doing and I said that both disc brakes weren t working as they probably needed bleeding oil exchanging as that hadn t been done since I bought the bike 4 years ago He said leave it with me and no further comment was made Next day I got one of their automated messages that they had looked over the bike and it needed lots of new parts including cassette chain some sealed bearings etc and some break pads The service fee was now 130 instead of 95 I wrote to them asking why the fee went up and if I could keep the cassette and chain as both was exchanged only 14 months ago I received a swift reply saying that it is up to me but that they would recommended changing it I mulled it over overnight but when I looked at the parts list in the morning again it was now over 330 I gave them a call and spoke to Gavin who was just extremely patronising from the outset when I simply asked him to run me through all items on the quote such as why the service was now 130 instead of 95 and he said that the bike was extremely dirty I disagreed Yes there was a bit of mud on the frame but Gavin didn t say anything about it when I dropped off the bike He said that they cleaned the bike and I should be happy that I wasn t charged the 20 extra cleaning charge I said that it would have been good to tell me about it before he made the decision for me It says on the website that they will consult customers about everything before carrying out any work Not being happy I mentioned to Gavin how patronising I found the whole situation with the accessories when dropping the bike off and having to take them into town he said that I should better be reading all the emails sent to me before dropping off the bike where it is clearly stated that they have to removed I re-read the one 1 email that I received when booking the service later and it didn t say anything about it at all I just wanted honest advice as I am used to by my usual bike shop about the work that needed doing but I felt like being blackmailed by being told that I could break my hip like his mate if cassette and chain wouldn t be replaced I said that I didn t feel comfortable going ahead generally with the service and that I would rather collect my bike as is To which he replied that he had already exchanged the bearings cleaned it changed break pads and rear rotor and that they couldn t just put the old ones on but could see if they could find some old parts I felt I had no choice and said he shouldn t change cassette and chain at my own risk When I picked up the bike the bike was as dirty as it was when I handed it in I ended up paying 236 99 that now included a cleaning fee of 20 despite the bike not being full cleaned The most incredible thing was to find the following disclaimer on the online invoice later Disc brakes might need bleeding new oil and or front brake pads The only thing that I had asked them to do and they didn t do it What did I get for my service of 130 Why did I pay 20 extra cleaning fee According to their website their 130 service would make my bike as new The bike was still dirty no lube on the chain no bleeding new oil for the disc brakes and therefore still not working properly I am waiting for a bike shop in Friern Barnet to have a look at what they actually did do for the money I paid I feel unsafe riding it now
Venus Loon
6734 reviews
N/A
8 months ago
Great fast service
Great fast service when I got my new bike assembled here Very friendly answered my questions and gave me some good advice too I will definitely use them again when I need my bike serviced
Theresa
6734 reviews
N/A
8 months ago
Would recommend
Friendly reliable competent
joe peeler
6734 reviews
N/A
8 months ago
Top blokes great service
I came in with a dodgy back wheel and couldn t fix it as I had no tools They kindly fixed it and didn t charge me anything Really friendly blokes I will be back for a service
Tasos
6734 reviews
N/A
8 months ago
Very good service
I went to Butternut to service my 4 year old Cannondale Bad Boy 2 bike and when I got it back it was literally as good as new Very professional service I would highly recommend them