Balfe's Bikes Avis 

They do not deserve any stars for the service we have received from Balfe's for purchasing a New Electric Bike online.
1. 15 August 2026 Bike was ordered online paid for.
order will be ready for despatch in four days bike was scheduled for delivery via DX Logistic 19th Aug we changed this because we were unavailable, it then took ten days.
2. DX Logistics- The bike finally arrived on 1st September upside down, Balfie said that the warehouse had flooded, the box looked like it had been to hell and back and the bike was viable as large section of the box were missing, I rang Balfe's who assured me the bike will be ok and to take picture of the box and bike and send over which I did, and if any problems the aftersales service will look after us. Surprisingly the bike was ok missing pedal, slight damage on the handle grip, what's annoying is Balfes was fully aware how damaged the box was, I shouldn't have accepted it, but we had waited so long, signed saying how damage bike box.
Took the bike out was lovely to ride and was ok for while then there was a knocking noise coming from the gearbox. I even sent a video of the noise
to Balfe's again, no repose for a week, then I made a formal complaint regarding the Transit Damage and Motor Defect, I gave them 2 workings days to reply, or I would escalate a section 75 chargeback dispute with our bank, sure enough replied the next day.
They apologised for delays and inconvenience we had experienced with the new bike, they would arrange for a collection through BSUK. The bike can be collected in its current condition and does not need to be repackaged or placed back into a box. We will coordinate the collection with you and provide the relevant details once this has been arranged.
Balfes response:-
Unfortunately, we are unable to offer a straight exchange at this time, as we do not currently have a replacement bike of the same specification available. The returned bike will therefore need to be inspected, and a claim will also need to be raised with Scott regarding the mechanical issue and the damage reported.
Once the bike has been returned to us and inspected, we will be able to offer you the following options:
A full repair, including replacement of any damaged or faulty components as required; or
A full refund for the bike.
My reply was as being a brand new bike I wasn’t expecting the bike to go wrong so soon, I have only road the bike twice,
I am not happy with the noise level its make constantly when riding, so to be offered an inspection first, then a damage report before I can make a decision wether to accept
- A full repair, including replacement of any damage of faulty components or
- A full refund
Your dispute regards the damage bike is with DX Logistics and not me. This should not affect my consumer rights. An exchange straight way should of been offered with no quibbles, I suggested the same bike in a different colour which was more money £2,599 less what we have paid £2,169 leaving £430.00 balance to pay we would pay £215.00 and would Bales as a good will gesture pay the other balance of £215.00. Which was agreed two weeks, once again we had to call again to find out what was going on and to arrange a payment link, the balance was paid an we were told this be be put on a priority delivery that was a week ago and still no bike.
Called today 15 October to speak with the customer service person who is dealing with our case and was told he wasn't available and will call us.

Balfe's have our money £2,384.00 and we have no bike

We have had to contact Balfe's every step of the way not once have they called to inform us what's going on.

We do not normally do a trust pilot review as we have never had to complain about a service. This has got us very frustrated with how long this is taking, so this is why we have posted our experience.

I'd used Balfe's for some minor jobs in Chiswick on my road bike. Keen rider, done Alpe d'huez and Stelvio. Nothing special. I got to know Ben, head mechanic. I lost my job recently, and things were tight. Things went wrong on my bike, but Ben would just fix them for free (I did a charity ride, think I guilt tripped him). Anyway, my bike really declined rapidly after that, to the point it was unrideable. I'm embarrassed by that. So now I'm back working, I took my bike back to Ben for the worlds most expensive service. Basically, a re build. My bike now rides better than ever, the attention to detail was special. Thanks Balfe's. Thanks Ben. I don't think there's a better mechanic in any shop. He should be on a pro team tbh.

I have no idea where my parcel is no updates at all👎

We had to wait for a bike to be delivered for my grand daughter. The young man who served us was so nice to our little person and made it an excellent experience

Excellent customer service. Very helpful.

In my search for a new bike, I found Balfes Gatwick to be friendly and helpful right from my first phone call with Bob, who suggested a deposit and a test ride to satisfy myself that the bike would be suitable for me. Communication systems within Balfes are clearly good as all my email correspondence was acted upon and all members of staff were up to date on all aspects. I should also mention Max who ensured I got my 5% British Cycling discount, Afra who efficiently handled my checkout and I would also like to mention the bike build team, who seem to have done a good job assembling the bike (based on my first 40K ride). Thank you.

Returned items, didn't receive a correct refund. Emails not answered.

Took in my old Trek 6500 for new front brakes, new chain and general service. Balfe’s kept me regularly informed of progress and got the job done by the next day. Bike feels like new - great job.

Great price, very quick delivery and really good communication throughout- would recommend.

The team at Balfe's is excellent. Callum especially was very clear on the specifications and benefits. He was also able to guide me on add-ons and accessories very well. The other members of the team who helped in the fit of the bike were very professional and experts. Thanks.

Thank you for a quick delivery.

Quick responses to questions and helpful. Also the bike dropoff was a great experience.

Good fast reliable service. One thing that I didn't realise was the bike didn't come with tan wall tyres as photo showed I did like them tyres with Asphalt Green frame but hey.

Bike arrived early and ready to go on time. All staff very knowledgeable.

Easy to purchase the bike through the cycle scheme initiative. The bike was a fantastic choice and good value for the price. Quick delivery too.

Good website making searching and selecting items required easy.
Also good prices and fast delivery making it a good experience.

My Dynamo hub was not reconnected, one of the wires for my rear light was snapped off at the connection to the light.

Great service from the staff, great comms, informative and didn't try to sell me stuff I didn't need. I dont know much about bikes so this was a great intro. Definitely recommend