Balfe's Bikes - Chiswick Avis 

All the staff very professional and very helpful and very good service highly recommend going to the Chiswick store 👍

I recently took my bike to Balfe’s Bikes Chiswick because of an issue with the front derailleur.

When I initially discussed the problem with the store manager, I was given the impression that the repair would likely be covered under the warranty, and my account also showed that an active warranty was in place. On that basis, I left the bicycle with the expectation that either the repair would be covered or, if it was not, I would be contacted before any chargeable work was carried out.

The repair was subsequently deemed not to be covered because the derailleur was considered a “moving part”. I understand and accept that warranty terms may exclude certain components and my complaint has never been about the warranty decision itself.

My concern is that I was never contacted to inform me that the repair would be chargeable, nor was I asked to approve the cost before the work was undertaken. Instead, I only discovered that I was expected to pay £53 when I arrived to collect the bicycle, which came as a complete surprise.

To their credit, Balfe’s acknowledged during the complaints process that communication around the repair costs could have been clearer and apologised for the misunderstanding. However, despite recognising that the communication process had fallen short, they refused to offer any refund, partial refund, store credit, or goodwill gesture.

The repair itself was completed successfully and the bike is working well, so I have no complaint regarding the quality of the mechanical work. My disappointment lies entirely with the customer service and communication surrounding the repair authorisation process.

For a retailer positioning itself as a premium independent bike shop focused on customer experience, I expected to be informed of and approve any chargeable work before it was carried out.

Unfortunately, this experience has significantly reduced my confidence in using Balfe’s Bikes for future servicing and repairs.

Spot on service...Ordered bike Saturday, all ready to go following Tuesday...Highly recommend

Staff were great and very quick delivery!

Great shop and quality products, really helpful advice, very quick in setting my new bike up. Would highly recommend.

The manager was very flexible and helpful I have ordered a bike Friday evening and I could collect it the next day which is very rear and great
The staff in a shop also helpful and friendly
First time with a Balfie’s and really pleased with they service

Staff were very friendly and informative. Moved me away from getting the wrong size bike which was previously advised by another company. Bike feels perfect now, well setup. They even fitted my bottle holder free of charge when picking the bike up. Couldn’t be any happier with them, will be going again.

Herbert did a fantastic job of serving me, and gave great advice about sizing. I couldn't be happier with my Trek Checkpoint. It is perfect for the bikepacking event I am doing in Spain later this month, and it was great to be served by someone who is just as passionate about multi-day epics overseas. Thanks Herbert!

Quality products 👌

Helpful front of house staff
Speedy service
Good atmosphere
Parking
Thanks

well done by the team!

I fell in between two sizes and staff were extremely helpful and patient. Also, bike mechanics are second to none. Bike was dialed to the max. Good stuff!

Excellent service from the staff especially Herbert who gave me a lot of time and helpful information. He was very patient with me as he set me up with my first pair of cycling cleats on the trainer. He gave me confidence and a lot of useful tips. Thank you.

I recently bought a new bike from Balfe's Bikes and overall I was really happy with the service I received. They were v helpful in helping me think through which bikes I wanted to test ride and making suggestions. A few minor hiccups but these were sorted. Really friendly (and knowledgeable) staff. Thanks!

Great choice of bikes. Helpful and knowledgeable staff.

The service was amazing especially Jerrie, served us with patience and he explained to us clearly I was so impressed overall Balfe’s bikes is great!