Steve Maynard - 15th August 2016
"In the grand scheme of things, the situation was not looking good, not good at all.
I had taken my summer bike, my Neil Pryde Alize, bought the previous year from BCR, back in for a bottom bracket replacement as it was complaining in a typically noisy fashion. It was just less than 12 months old but I figured, ‘it’s just one of those things – suck it up’.
True to their word BCR texted me a couple of days later with what I thought was “its ready you can pick it up whenever you want…”, however, due to James’ diligence in the workshop he had found a barely visible hairline crack on the carbon derailleur hanger at the back, and on closer inspection it proved to be cracked through and properly broken. The bike was in mint condition, had had no accidents and was now a write-off. However, because James found the problem in the first place, he probably saved me from a serious accident had the rear mech actually come adrift and into the rear wheel, so I had nothing but praise to offer him in finding the crack in the first place in a completely unrelated area to the bottom bracket - you simply don't get that kind of attention 'on-line'.
The guys then determined to get me a replacement frame from Neil Pryde under warranty. This proved far more of a challenge than expected and after a month or so of emails they were no further forward. At this point, they decided to take it on the chin and refunded me full value of the bike, offering a rebuild with either a replacement Colnago V1-r or C60 frame with a nominal surcharge. To say I was speechless was an understatement. Genuine customer service to this level is not to be taken for granted, and should be applauded. Much bigger high-street companies as well as on-line stores do not look to understand a customer’s needs and offer a personalised, complete solution in a timely manner as well as this independent retailer.
Hats off guys, you have one very impressed customer - i can't recommend you highly enough"
John Moyle, 26th September 2013
I was in the shop Saturday to sort out some tubeless tyres for the CAAD 8. Sam showed me the Supersix that had arrived. He's a naughty boy. I came in and paid for it this morning, I couldn't rest knowing it was there and I couldn't ride it until Nov! Anyway this is a message to thank you for getting the bike, it's reassuring to know that a shake of the hand is still a way of doing business and long may it continue. Just a quick word on Sam and Anthony, they're a credit to you and your business - I'm sure you know this.
Chris Opie, 22 August 2013
"Thank you for getting this just the way I wanted it!! Can't wait for October!"
Will Griffiths-Jones, 16 July
"Quick evening spin on the new bike."
Taylor-sian Paciuszko, 9 June 2013
"42 miles out on our Cannondales today. Making the most of this excellent weather. Great Ride!"
Nick Wood,12 May 2013
"A great deal on my new Claud Butler"
Paul and Lisa Wright, 16 August 2013
"I'm writing to say how impressed my wife and I were last Wednesday morning (14th), with the two young lads who were working at the Bissoe Trail. As a result of their excellent customer handling, we purchased two former hire bikes - one for our daughter, the other for our granddaughter. Nothing seemed to be too much trouble and they were both very knowledgeable and patient. We will be collecting the bikes next Wednesday morning (21st) our granddaughters 11th birthday.
We really do appreciate such good service and would have no hesitation in recommending Bikechain to our friends and relatives. We had similar service at your Redruth branch when purchasing two bikes, for ourselves, from you a few years back.
Very impressed and here's wishing you and the Bikechain team much deserved susses for the future."
Allison Williams, 14 August 2012
"Hi Richard and staff. Thank you all for your help with my new bike xx"
Jay Peeteson-Ball, 9 August 2013
"If you've ever had your bike serviced & wondered why you bothered... you have never had it done at Bike Chain!! Had 2 mountain bikes serviced, both now run better than ever. In one case, the gears are better than when new! Really great job lads... Thank you!"
Roger Finch, 3 May 2013
"Just wanted to say thank you to the staff at Bike Chain for getting the Supersix ready for today. It has been a long wait, but judging by this evening's ride... well worth it.
Thank you guys.
Jason Hoole-Jackson, 23 March 2013
"Over the past few weeks have been considering a new mountian bike. Went to Bike Chain yesterday and got some great advice from Sam. I have been back to Bike Chain again today where Anthony and David gave me more great advice. Anthony then checked the geometry of the bikes I was looking at to see what would fit me best, phoned the Cannondale rep to check for me - the final weapon of choice that was ordered was a Cannondale Trigger 29er! Thanks for all your help boys, and now looking forward to early May for its arrival."
Falmouth Harbour Chiropractor, 21 March 2013
"Just bought a fab Hummel jacket from Ricci followed by one of the best bacon sandwiches in Cornwall at Bissoe Bike Hire and Cafe.
Great service, thanks Ricci."
Chris Bonner, 6 January 2013
"Just wanted to say thank you once again Bike Chain Ricci for your great service. I dropped in my poorly bike and it was fixed while I waited. My little girl liked it too as she got to try some "amazing" pink bikes :)"
Jason Hoole-Jackson, 23 March 2013
"Thanks to Bike Chain for my new Trek Domane Project One. Also thanks to David and Anthony for their help and putting up with me all week while I ordered some very green coloured extras. And thanks to Ian for his excellent bike fitting and coaching tips."
Fiona Telfer-Brunton, 16 September 2012
"Cheers for the awesome service today Sam Bosher and David McCann and for gettign me back on the road in no time at all - amazing how a new shiny bike helps cope with the pain!"
Clare Masters, 1 July 2012
"Hello Bike Chaoin Ricci.
Ellie Davies, 4 December 2012
"I wanted to say thank you for looking at my bike again and doing the work that you did. It works like a dream and I appreciate the way you dealt with my problems. Thanks again."