SuperBike Factory - South Reviews 257

Kirsty made the whole experience seemless and didn't pressure me in any way. After a long break from riding it was great to have someone help guide through the process and explaining everything along the way.

Kirsty and the wider team at Crawley were fantastic. Very helpful and ensured everything was in order when I ordered online. They went above and beyond and offered lots of advice and helpful guidance.

Good communication and service. Tanks a lot to Lily and Jack. Keep going the same way. Thank you

Found Kirsty to be a big help and have recommended my friends to deal with her when pitching they new bikes I really thought she was the owner as she carried out her sales pitch to a high standard recommend she becomes a director in the company

Vincent, the sale rep. Very knowledgeable, and friendly person. The range of bikes on offer was very good. From buying to pick up was great. The discount in the shop meant I could pick up a new lid, jacket and gloves without breaking my wallet (too much!). Only down side was the pick up. Done very quickly (not Vincent). Didn’t explain about my warranty and when I would receive a record of what it would cover and how I go about using it I ever need to. So I still don’t know! And trying to get through to your switchboard is bad, better chance raising the dead!

Firstly I was very impressed with the amount of bikes to choose from.
Kirsty my sales person was very knowledgeable and very helpful.
I am also loving my new purchase, it’s perfect.

SUPERBIKE FACTORY CRAWLEY .
I picked my bike up today it was serviced and nice and clean also with some fuel to get me to the nearest petrol station I’d just like to say how professional and helpful Kirsty thorby and jack where they even taxed the bike for me from start to end it was all plain sailing .
Extent service would highly recommend this company
😀👍

Collected my bike yesterday.Bike is awesome and well prepared with all the extras I asked for.Kirsty was outstanding from the first enquiry right through to handover.Would definitely recommend Superbike factory for your next bike.

Hi i brought a bike from the Crawley branch it broke down after 2 weeks they took the bike back had it for 3 weeks and told me the ignition barrel was faulty i got the bike back and it died 15 mins after me riding it not a good place to get bikes from as they are now ignoring me i have sent emails and phone calls my last email was currently 8 days ago and still nothing back from them i feel they dont care and im stuck with a bike that don't work thanks superbike factory south

Easy transaction and pleasant way to buy a bike. Saw bike on the Monday and picked up on the Sunday. Very pleased with my 68 plate Ducati Scrambler.

Jack Robinson was extremely helpful and really helped me out with my refund from sports bike factory. Thank you so much 👍🏻

excellent service and every question I had was answered, very pleased with the whole place

Initial Review (please see update):
They barely had time to talk to me when I enquired, they weren't able to give me a definitive trade-in price for my current motorbike on the day and needed to talk to some other company during the following week. They were also not able to even start the bike I was interested in. I spent ages hanging around waiting for someone to deal with me on the first day and it was just as bad the second day I went. What should've been an exciting and positive experience for me turned out to be a complete waste of time. Really disappointed.

Update:
They got in touch with me to apologise and explain the difficulties their industry is facing finding good sales staff, etc. they also said they were looking into making it possible to give trade-in valuations more immediately. They were sorry that my experience was negative. I'm reluctantly upgrading to 3 stars. it should really be a 2.5 because the bottom line is that they simply didn't provide the service that they should have at the time I originally went in. I'll leave it at 3 for now and will see if my next experience with them is any better in a few years time. I will update this review then.

Update to update:
I've decided to amend it to 2 stars, in hindsight, the bottom line is that they failed to provide a proper level of service and ended up having to apologise saying they'll do better next time. They should've got it right the first time! 3 stars is too many, they failed at their primary mission, which is to sell bikes! I had the money in the bank waiting and was very eager to buy a bike! By the way, I'm very happy with the bike I did eventually buy from another dealer, who was on the ball every step of the way.

Huge thank you to Kirsty for making the process of buying my first big bike super easy and I would recommend the team in Crawley. Loads of bikes to chose from, although I knew what I had my heart set on, all made easier by comprehensive info on the website. For you ladies out there, I was made to feel very comfortable, no macho hard sell or intimidation. Visit with confidence they will look after you.

I had the pleasure of dealing with Kirsty, got love her because she tells you what you need to hear not what you want to her. Now I love buying bikes for the sake of it and I went and got KTM125 duke and she given me all the advice and guidance. Kirsty was a completely amazing so much so I got her chocolates to say thank you.

Lille was absolutely amazing. Can’t fault the service I received. Keep me updated with the progress of my bike. Amazing.

My wife and I visited the Crawley store after seeing a Kawasaki online. Very impressive store and a wide range of bikes on display. Having seen the bike we were interested in on the shop floor, we spoke to Lilly, who was very helpful, polite and engaging. We were able to view and sit on the bike outside and take photos. Throughout the sale process Lilly was very thorough in explaining the sales process as well as available options and extra products available for purchase. We look forward to collecting our new bike very soon!!

I would strongly advise caution and encourage reading the below before purchasing from this company. This review is based on my personal experience and documented communications, including calls, emails, and events following my purchase.

I purchased a motorbike from the Crawley branch on 1 March 2026. At the time of purchase, it was agreed that I would confirm whether I wanted a tracker fitted. I contacted the company the following morning at 8:40am to confirm this, but received no response. After multiple follow-ups and phone calls, I was later informed several days afterwards that the option was no longer available. Attempts to escalate the matter or speak to a manager were not successful.

On delivery (7 March), the motorbike arrived with a flat and non-functional battery and could not be started. The delivery driver left without checking if the bike turned over, leaving me with a non-starting bike. I then had to make multiple calls to reach the correct department, eventually only getting through via the new sales line.

The bike was taken back for repair and a new battery, with an estimated return time of 14 days. However, this resulted in over five weeks of repeated delays and ongoing issues.

During this period, I experienced:
• Multiple delayed and rearranged delivery attempts
• Delivery days missed after I had rearranged work and client commitments
• Incorrect delivery details being used, including an incorrect postcode
• Difficulty obtaining direct contact details for relevant departments
• Inconsistent communication between teams
• Repeated requests for updates with limited or no response

When arranging the return delivery, I was unable to obtain clear information and had to contact the transport team directly after not being provided their number. I was informed that incorrect address details had been recorded, despite the bike having previously been collected correctly. This resulted in a further delay of one week.

A later confirmed delivery window was subsequently postponed and then cancelled on the same day, as the vehicle had not been collected from the workshop despite being expected to be ready. I had arranged my day and client commitments based on a delivery before 12pm, and this change was communicated to me shortly before that time at 11am.

I then independently contacted third-party hauliers, who advised they would have been able to complete delivery within one to two days and work to my schedule.

At the time of writing, I still do not have the motorbike. Despite providing a written deadline of five working days for a response, I did not receive a reply, even with head office included in correspondence. The company’s stated 5 day response timeframe was also not met.

As a result, I have rejected the vehicle under the Consumer Rights Act 2015 and escalated the matter to my credit card provider under Section 75, and am considering further action via the Small Claims Court to recover additional losses.

At no point since purchase has the motorbike been returned to me in a usable condition.

This process has required a significant amount of time, repeated follow-ups, and disruption to work commitments over a period of more than six weeks.

Overall, my experience has involved repeated delays, communication issues, and administrative errors across multiple stages of the process.

I would strongly encourage anyone considering a purchase to ensure they are comfortable with how issues and after-sales support are handled if something goes wrong.

Lily was excellent and knowledgeable of the motorcycles.
Unfortunately the experience with the "my garage" was pretty useless. I paid a deposit on Monday and before I got home it said all 192 checks completed. I paid the balance in full that evening and expected to pick up bike within a day or two. Sadly the system said, state of bike was none. AI said the same and to wait for a call.
I waited! No response, I left message and emailed, and still no response. I rang for 20 minutes, twice on Tuesday and Wednesday and no reply . Finally got through to Lily on Thursday and she wondered why I had not booked in collection.
Basically staff seem very good, friendly and approachable, however the online experience and phone is pretty poor.
Basically, ignore the online and persist on the phone.

I was surprised that such a large organisation was able to provide not only a very fair px price but the staff not only helped in the choice of my next bike but actually walked around the showroom whilst on the phone to discuss height comfort and other questions I had for a short person!. The majority of my experience was with Kirsty Thorby who was extremely helpful and understanding to all of my requirements. I would definitely return to Crawley for anything motorcycle oriented.