Laguna Motorcycles Reviews 94

I'm furious. I recently purchased a liter of Triumph D2053 OAT motorcycle coolant from Laguna Motorcycles, paying an outrageous £6.25 for next-day delivery. I specifically called Steve at Laguna and was assured my order would arrive the very next day, promising a weekend of smooth riding.

Guess what? It never arrived.

Now, I'm stuck at home, my motorcycle thirsty for coolant, and my weekend plans ruined. This isn't just a matter of a missed delivery; it's a blatant disregard for customer service. Not only did Steve lie about the delivery time, but I'm also out £6.25 for a service that was never provided.

This is the last time I'll be using Laguna Motorcycles.

To ensure no one else experiences this kind of frustration, I will be sharing my experience on all Triumph rider groups and forums. It's important riders are aware of this kind of unacceptable behaviour from a supposed reputable motorcycle parts supplier.

If you're considering buying from Laguna Motorcycles, think again. Do your research, shop around, and be prepared for potential disappointments. Trust me, your time and money are better spent elsewhere.

I’ve booked a test ride on a triumph scrambler X 1200 10 o’clock 22nd June 2024 I turned up 20 past 9 am admittedly bit early, One of our sales team was talking to a client, which I understand, I approached the sales manager and said to him come for a test ride on the triumph X , he replied it’s 9:20 I didn’t realise I was so early I was made to feel I was in the wrong for turning up too early, He replied it only takes 10 minutes to book in which I found a bit rude, when we finally signed the paperwork to take the bike out, he asked me a couple questions , will You be buying the bike as another person coming , I replied. I’m just test riding and I’m not keen on colour ,I know he was doing something on his computer, when I approached him but even so I am a customer and I expect a bit more respect, I took the bike out for an hour, test ride was excellent on the x1200 , i’ve gave the keys back to The sales manager and told him it was an excellent ride, And I will certainly buy this bike in the future, but he seemed disinterested , I found the whole experience lacking in warm customer service I will buy this bike but not from Laguna.

Superb service from Steve, and high quality genuine parts supplied in good time, much appreciated thanks

What a refreshing and enjoyable customer service experience with Laguna direct clothing who unlike their immediate online competitors advertise stock they actually have (Padgetts motorcycles take note) and charged a very reasonable £3.95 to deliver it (we are talking a cap here) unlike Bournemouth Honda who wanted to charge £12.00 delivery. As bikers we need to give praise where is due and call out those giving inferior service, it comes down to who would i trust to buy a motorcycle from, it would be Laguna.

This is the second and last time I will use Laguna for a bike service. Poor communication and both times have had nearly 2 hour delays. Nobody seems to be in charge or care. Never had such a poor customer experience. Could not recommend to anyone unfortunately.

My bike failed an MOT on a rear tyre - so I asked them to put a new one on and they charged me for second MOT test - when all they had to do was to look at the rear tyre that they had fitted.
Cheek of it !!!!
Then I noticed a while later that when refitting my rear wheel they had disploged the rear brake pad that then damanaged my rear disk and rear wheel. When I went back to them to raise this, they fobbed me off and told me that I'd left it too long to report it to them...
The guys in the shop seem nice enough, but they management has no sense of customer service.

Fantastic professional and helpful service, particularly from James who I dealt with, although, all were pleasant and helpful. Made buying a new motorbike a truly memorable experience and felt valued as a customer. The presentation of the bike on pick up day was also a very nice touch and once again made the experience very personal. I have nothing but praise for all at Laguna Ashford. Thank you!

I was a little apprehensive to purchase from Laguna due to the varied reviews, but I purchased a new helmet for my son and it arrived 2 days later. Well packaged and quick delivery, what’s not to like?

Brought a Optimate charging lead with Din Plug for my BMW what came through the post was a completly diffrent lead to the one i ordered kicked off about it but was only offered a refund not the lead i wanted terrible service and customer comunications are not great at all so now i have to pay more money to get what i want else where.

Purchase of my Triumph 900 Scrambler: (July 23) did not go well from start to finish...originally wanted a brand new one so popped into, Alyesford store, could not get to see anyone, try Ashford store, again no one wanted my business.. I am patient and waited 45mins..Next was the Maidstone branch, go to Alyesford I was told by the salesman, i explained that did not work..how about a second hand one, they had one,,at last a scrambler to purchase, great news, was shown the bike, ex demo they said only 1400 miles I was told, at £8500..OK it needed a clean but hey let's go for it,so after looking and finding the keys, turning the ignition on it actually had 4500 miles on the clock, OK no worries I thought, paid a deposit, 2 weeks I was told to for collection, while at home saw this bike on there website, priced at £8000..quick call and got this reduced, OK I thought again no worries, so on collection day was told that the PDI had not been done,as the guy doing it had to go home halfway through his checks and couldn't finish it and everyone else was busy,so i couldn't collect my bike on the scheduled date, heard nothing from the Maidstone Branch, on enquiring was told by the salesman sorry that he was busy and at Brands Hatch that weekend to which I found out that he had lied to me...so now a midweek pick up has been finally arranged to collect my long awaited purchase, arranged by another salesman,.. No spare keys, these had been lost, no service book, just an empty box with an invoice to pay, was promised a spare set would be arranged, had to go back to Maidstone, to get spare set of keys, coded, and a service book arranged, love the scrambler that's why I gave it 2 stars...., oh one of the spare keys I had cut, doesn't work!! I just don't want to go back to Lagunas... ps am using my wife's Trust pilot
Terry Young.

Really happy with the service from Steve at Laguna. Bought a helmet online that was too small so I phoned to get a replacement and Steve sorted it out no problems and with a very quick turnaround, I received the correct size a few days later.

Another great experience with Bill at Laguna Performance Centre, Ashford Kent.
Changed my MOT to July and back yesterday for 22,500 mile service.
All done and dusted, plus some additional checks, with a smile, at a reasonable price.

This company does not carry some stock, and despite their website stating in stock, your item is then ordered and it might be a week before you get what you ordered. The online team then hide behind it's not them, they have no control over website.
If you want your items in a timely manner I would look elsewhere.

I had a fantastic experience when purchasing my Triumph street R .James Brown made me feel very comfortable and relaxed when choosing my street not pushy at all.Paperwork was an absolute breeze as James took care of everything very efficiently.When it came to picking my bike up in my van, James picked up that I was clearly nervous of loading it and strapping it down ,James and a colleague were straight on it taking complete control of the whole process.what a great service.
Many Thanks
Steve

I took my sons Honda Grom for its first service at Aylesford Laguna, I’m a scooterist so riding his bike felt quite obscure but real fun! Anyway, the lads took the bike, keys and service book and I went for a wander around Aylesford. Within an hour I had an update via email, with a video on the process of the service and safety check.
The whole procedure that afternoon was completely refreshing, the lads were extremely informative, knowledgeable and came with great customer skills.
In todays world where absolutely nothing seems to have rhyme nor reason, my experience yesterday has left me with the sense of faith restored in humanity.
Well done chaps, yesterdays experience was a complete delight.
I am already looking forward to the 4000 mile service.
Hats Off!
Ray, Sunny’s Dad.

Fantastic service from Steve at Laguna Maidstone.
Even though they were shut today when I emailed to see if my parcel had been delivered, he got back to me promptly and even gave me his mobile so that he could meet me outside with it.

Amazing service would defo recommend and Steve is an assess to your company.

Thank you so much
Natalie Pocock

Having used Laguna before without issue I was confident that another order would be trouble free - how wrong I was.
I placed the order online as usual but a week later when I checked the web order system, my order was still listed as 'confirmed'. I then tried to phone them to ask about the delay but none of their departments answered their phone and everything went to voicemail, so I left messages each time which were not returned. I emailed via their online message box - no replies. Yesterday, after many frustrating attempts to contact them on the phone yet again, I finally got through to a HUMAN (whoopee!!) who promised to get someone to sort out the order and let me know - again nothing happened. More futile attempts to contact them by phone so I gave up and in my frustration sent an email to cancel the order and get a refund. As if by magic I got a call (two actually from different people) saying that my order was being shipped tomorrow and an email had been sent (which I found in my junk mail because of the obscure sender's name, 'Ecommerce')
Laguna, get your act together please - your phone lines and email systems clearly don't work. If you are short staffed, sort it out by employing more people. Please rename your ridiculous 'Ecommerce' email name to something meaningful (why not Laguna for heaven's sake?) so that spam filters don't block you.
When I spend several hundred pounds on an order with you I expect to be able to track it on your order system or have an email if there is a delay.
Will I use you again in the future? I seriously doubt it until you start operating in a more professional manner, and I will find another company who can at least answer a phone or return an email.

My KTM developed a fault 3 days out of warranty. Despite my hesitation to take it to Laguna instead of the garage next door, I was persuaded that I would need the fault reset by a main dealer but that they would do the work half price. It is now 17 May and they have had my bike since 6 May waiting for a £14.99 part (allegedly - even Royal Mail aren't that bad). I have told them on my daily calls to them that I am starting my intensive bike course next week and how not having the bike to practice slow control (as my instructor has advised) is putting a pass in jeopardy. Could they get a part from another dealer? (initially said it's possible, then in the next breath said they've done that and the part is not available anywhere). Other issues - don't answer the phone/return calls or call back with updates (allegedly short staffed regularly). Although they're very pleasant over the phone, to be frank, I don't believe whatever they have to say. Just hope I pass my test so I can get shot of KTM and them!

Has anyone actually received a reply to online service quote portal ? I sent enquiry for my KTM recently and have received no reply or quote . Shame as I would have used Laguna but if they don't reply to enquiry , then i am going to assume they do not want my business and will go elsewhere .

I have been looking for a bike for a while now and i have been to various bike shops but never quite got the service that Laguna gave me I dealt with a guy called James Brown Absolutely a fantastic guy I dont like pushy sales people. I found James Brown very friendly and very helpful I got the right information I needed and I bought the right bike for me so thankyou James Brown and the team at Lagunas in Ashford I am one happy customer.