Balfe's Bikes - Chiswick Reviews 

Very friendly & patience people. Great experience

Fantastic customer service from Simon who supported me in deciding on my first road bike for my first triathlon. Talked me through the differences in each of the Liv models and found a bike which actually fits me (I'm 5ft1) and is such a comfortable ride. Simon took the time to fit me on the bike, sorted a test ride and advised on additional products. A great experience!

Just got a bike for my daughter, so need the seat to be adjusted, @Ceovind attend us, very friendly, amicable and patience, sorted our bike in no time… Balfes experience has been great!!!

Easy to order, called back to follow up when i asked questions - all round good service

Great service

Click & Collect, very quick availability, and notification.

Good service I was helped with my purchase and the salesman even helped to adjust the item to fit on my bike. Fantastic Thank you

Great set up of bike including the accessories purchased. Very helpful and friendly staff and keen pricing.

Quick and easy online experience using the Cycle2Work scheme. Balfe's kept in contact with updates and arranging collection times.

Extensive selection of bikes. Straightforward and smooth online ordering and click-and-collect fulfilment. Bike was available earlier than anticipated.

Bought 2 nutrak 700c 19-25c presta tubes. Both have punctured. The first I discovered the leak immediately while putting it on (I got it replaced)and the second has punctured a week later. Both punctures were on seams on the tube. Terrible quality from my experience. I have now replaced with Conti tubes at half the price.

Govind was a great help in getting me sorted with everything I needed. Very straightforward and flexible.

Really helpful in the shop- thoroughly recommend.

Click & collect order. Delivered to store very quickly, seamless pickup experience, friendly staff in store.

Great service and very helpful staff. The long opening hours are a real plus.

All the staff very professional and very helpful and very good service highly recommend going to the Chiswick store 👍

I recently took my bike to Balfe’s Bikes Chiswick because of an issue with the front derailleur.

When I initially discussed the problem with the store manager, I was given the impression that the repair would likely be covered under the warranty, and my account also showed that an active warranty was in place. On that basis, I left the bicycle with the expectation that either the repair would be covered or, if it was not, I would be contacted before any chargeable work was carried out.

The repair was subsequently deemed not to be covered because the derailleur was considered a “moving part”. I understand and accept that warranty terms may exclude certain components and my complaint has never been about the warranty decision itself.

My concern is that I was never contacted to inform me that the repair would be chargeable, nor was I asked to approve the cost before the work was undertaken. Instead, I only discovered that I was expected to pay £53 when I arrived to collect the bicycle, which came as a complete surprise.

To their credit, Balfe’s acknowledged during the complaints process that communication around the repair costs could have been clearer and apologised for the misunderstanding. However, despite recognising that the communication process had fallen short, they refused to offer any refund, partial refund, store credit, or goodwill gesture.

The repair itself was completed successfully and the bike is working well, so I have no complaint regarding the quality of the mechanical work. My disappointment lies entirely with the customer service and communication surrounding the repair authorisation process.

For a retailer positioning itself as a premium independent bike shop focused on customer experience, I expected to be informed of and approve any chargeable work before it was carried out.

Unfortunately, this experience has significantly reduced my confidence in using Balfe’s Bikes for future servicing and repairs.