TRI UK  Reviews 203

Had the misfortune of being 'attended' to by a man called Christian. He obviously didn't want to sell us anything and certainly didn't want to show us the wetsuits available. When I asked to see others, he said that there wasn't any more (even though I had been in the shop 3 days earlier and seen much more stock). He didn't allow us to browse and said that the only wetsuit available that would fit my son was a damp one that had huge gouges on its forearms. I wouldn't even have sold it secondhand! My son asked to try it on for size and Christian said that if he made any more gouges he would charge us for damage! At that point we walked out never to return! Evans, we will be giving our money to Wiggle instead!

Whilst I have no issue with the salesperson in the store, the item I wished to purchase (a Sourse Giro MTB helmet) was not in stock in store, but was available online. I placed the order in store for home delivery, however when the package was delivered, the wrong item and invoice was inside. Since then I have had no response to any emails from any of Tri UK, Evans Cycles (whose name is on the invoice) or SportsDirect, who actually sent out the incorrect item. I resorted in driving at my expense to Yeovil to return the item that had been sent to me erroneously, however they were unable to either offer a refund or order a replacement and I was told that I would have to wait to receive and email from the main office. This has not been done. I will now be resorting to claiming a refund through my credit card, although this may take some time. In the meantime my son cannot ride his new mountain bike as he does not have his new helmet. Appalling customer service, avoid at all costs! I should have paid more attention to the other reviews here...

Update - since posting this review, I have been offered a replacement of the item I ordered. I was also promised a confirmation email, but this has not been sent, so my confidence is low that I will actually get a replacement. Time will tell, but for now I cannot recommend dealing with this company at all. They do not have any contact phone numbers, everything is done via email or online chat. Even calling into the only Tri UK store in Yeovil did not resolve this issue, although they could phone and speak to someone, they would not give me a contact phone number so that I could speak to someone myself.

My opinion still remains that this company doesn't care about its customers.

Great product, great price, quick delivery!

New Cervelo R5 Cervelo R5 Disc Ultegra Di2 2020 purchased for in excess of £4,000:
1) Incorrect Astute Skylab saddle (marked) supplied. Notwithstanding that Cervelo and TriUK websites confirmed Pro Logo brand, insistence from staff that fitted seat was “current” and “correct”. Astute have had no web presence or supply of product since 2018. Cervelo Europe have confirmed ‘Prologo Zero 2 PAS’ correct equipment for 2019 and 2020 model years;
2) The cranks were not moving properly, and freely;
3) Rear Brake rub required revisit to workshop;
4) Top Tube ‘aero’ cap marked;
5) Front rotor damage requiring swap out with another revisit to workshop;
6) KMC-7H CL555 quick-link for chain supplied (not reusable); not Shimano brand for fitted chain ‘CN-HG701-11’
7) Front brake disc rotor far exceeded 40Nm torque, whilst Rear Cassette found to be ‘finger-tight’ (correct torque 40Nm):
8) Product Knowledge poor – Wheelset described by Assistant Manager as DT Swiss ‘DiCut’; OE PRC1450’s are not, and have ‘budget’ 350 hubs; not 240’s fitted to PRC1400’s;
9) No bell or reflectors supplied. Seemingly looked at as if from another planet when enquiring to fit a bell;
10) Groupset manuals (Shimano) were not included;
11) Poor communication following placement of order; and
12) Rude and confrontational sales assistant in store (Mansfield).

As a 1st time customer myself, I was impressed with the in-store experience at TriUK’s Yeovil branch. From browsing, to selecting a bike, to ordering and collection, it was smooth and relatively pain free. Much appreciated.

Should you order from Tri? That’s a difficult question to answer. Our experience trying to buy a Trek Rail 4 bike was not a good one and resulted in a refund rather than the bike we had hoped for. The whole thing was a hassle from start to finish, with incorrect order emails, wrong tracking numbers, endless waiting, numerous chasing emails and calls, a bike that never got delivered because apparently Hermes had damaged the package, getting pushed to the back of the order queue for our replacement, selling out of replacements, and finally no confirmation of any bike being available to us. This took around 6 weeks. We got our money back, but were left bike-less.

For balance, we were regularly in contact with the customer rep Chyna who was endlessly patient and helpful. Christian, the shop manager, was also helpful. From what I can tell they are doing their best in the circumstances they are in, which appears to be a business being destroyed by it’s new-ish ownership (it sits under Mike Ashley’s Frasers Group). Considering MA bought it to enter the premium bike market, he decided to put profit over customers and didn’t offer a premium level of service to match.

Staff are hindered at every turn and it’s leading to terrible customer experiences, all the time eroding the reputation Christian and his team tried so hard to establish before they got taken over. I feel sorry for the staff, but I wouldn’t take my business there again in the stores current state.

If you don’t buy, you potentially put some good people out of jobs. If you do buy, you are validating Frasers Group and lining Mike Ashley’s already heavy pockets, as well as putting yourself in line for some questionable treatment.

Bought my bike a number of years ago from Tri-U.K. Since then I have returned it to them for most of its servicing and maintenance. For me it is a 50-mile return journey and well worth it. From day one their service and workmanship has been outstanding.
Today I collected the bike following repairs - same story, brilliant! Thanks guys.

I was doubtful after I read the reviews, but I used their online chat to check that they had the cassette I wanted before ordering. The price was competitive and the cassette was delivered very quickly. Well packed and tracking information was provided.
My advice to customers would be to check carefully that they have the item in stock before placing an order.

I had been struggling for weeks to find a site that had stock of the hybrid bike that I was after, so was over the moon when TriUK had the goods. I emailed a few queries about the bike such as it’s weight and expected date of delivery. They answered super quickly and it actually felt like the email responses were from a real human being instead of the usual robots! There was an issue with the courier and they investigated that straight away and got back to me quickly. There was also a teensy scratch on one of the handlebars (probably thanks to Hermes) which they offered a refund for even though it doesn’t affect the functionality of the bike at all. Couldn’t be happier and can’t wait to get out on my new bike.

Good team, very knowledgeable and very helpful, especially Christian.

Excellent service from the workshop again. Came off on Friday bending various bits of the bike. Called the workshop, took in the Revolt, picked up again on Saturday, back on the road Sunday. I may be sore but the Revolt is running beautifully. Could not ask for better. Thanks guys.

Ordered a turbo trainer and cassette, trainer arrived on time without issue. However, the trainer is a direct drive hence the cassette so is fairly useless without it. The first cassette seemed to have been lost, a conclusion reached after a week and a half and many emails. They said that a second would be sent and I’d get tracking information soon but two days later nothing so that part of the order cancelled.

Of course, never using again. Inept service.

Edit: Item arrived this afternoon, not that I got confirmation of shipping or a tracking number as promised.

Appalling service, I order a thru axle adapter for trainer and it was saying 3 to 5 days delivery, after 4 days I contacted and they asked me to wait until the 5th day, I contacted them on the 5th day and I was asked to wait a few more days, after 7 days pissed off I contacted and I was told that they don’t have the item in stock and will cancel my order. Very poor service and unprofessional

Truly horrendous management. Disgusting treatment customer service like you would not believe. I am in tears after a shockingly rude conversation where I was constantly interrupted and given jargon essentially being told that before Evans took over exceptions could be made in the awful situation they've put me in.

I asked to speak to someone else, but frankly I don't hold much hope. Against my will they have cancelled my order. With staff agreeing that my situation is unfair but no resolution has been reached.

One of the worst interactions with a company I have ever come across.

If you're considering this company I would severely ward against it - go anywhere else.

No customer service.

Sent several emails, messages, etc and no reply to any of them. This is from a prospective customer trying to get information before buying.
Looks like I'll be buying my bike elsewhere.

I ordered a bike over two months ago was told on the Friday it was still in warehouse waiting to be delivered then the following Monday I get a call to tell me it’s been lost . What a joke
Said will issue full refund which is unacceptable.
Would not recommend them at all

I ordered Cannondale bike to Finland. They communicated nicely through email and answered two calls I made to them (I was worried after reading many bad reviews here). The bike was delivered in timely manner, even faster than expected. This might be because I was very active towards them.

Ordered and paid for electric mountain bike, with promised of 10 to 14 days delivery. Order received 41 days later, after many failed attempts to make contact. The bike was in a battered box, just left on the path to the house, with no contact from the driver.
There was no battery charger or documentation in the box. I have attempted to obtain the missing items numerous times, with no success. Finally gave up and bought my own charger.

Very disappointing experience!

Excellent service with unbeatable prices.
During lockdown I ordered some trainers and took a while to arrive and one pair was then out of stock. However, it is understandable as this has happened to many businesses.
I ordered another two pairs this month and I received them within 3-5days.
I fully recommend them!