Before buying they provided the 2 bikes of choice for viewing with a technician on hand to answer any questions. As I choose to collect the bike a few days later all payment was completed at home with... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
What a great experience from start to finish. Loads of really helpful information prior to getting the bike, including some reallybhelpful set up stuff. Bike arrived swiftly, exceptionally well packa... See more
Company replied
Have ordered my last couple of bikes from a big named online retailer warranty issues have been a nightmare decided to go with somewhere within an hour of where I live this time should the worst happe... See more
Company replied
Ordered an Orbea from MTB Monster. Fast, clear communication and really good support throughout. Delivered on time, well packed, and my local mechanic was impressed with the quality of the build. Very... See more
Company replied
Company details
Written by the company
Mountain Bike & E-MTB Specialist Dealer of the worlds best bikes: Santa Cruz, Yeti, Orbea, Trek, Whyte, Nukeproof, Cube, Transition, Evil, Mondraker & Marin.
Contact info
Unit 4a-5 Fairfield Business Park, Longsight Rd, BB2 7JA, Blackburn, United Kingdom
- 01254 959345
- contact.mtbmonster@gmail.com
- www.mtbmonster.com
4.8
Excellent
334 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very happy with my purchase of a Cube…
Very happy with my purchase of a Cube reaction hybrid pro 800, excellent cycle . The whole process of buying the bike online was very good. I was kept informed of the whole process at all times , the delivery was great received it exactly as stated . I would highly recommend this shop especially buying online. Good experience
Thank you very much.
22 April 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Tim,
Thank you for leaving us a 5 star review!
We really appreciate your feedback and are glad you were happy with our service :)
Hope you enjoy your new Reaction.
MTB Monster Team
Very helpful and friendly in the…
Very helpful and friendly in the purchase of my first electric bike made sure I was on the correct size and happy to answer my newbie questions
5 April 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Andrew,
Thank you for leaving us a great review!
We're glad we could help with the purchase of your first E-bike and answer your questions.
We hope you are enjoying the new bike :)
MTB Monster Team
Disappointing anticlimax
After weeks of communications I was told yesterday that they didn't actually have the bike I'd been waiting for and was hoping to be delivered this week. I was given some story about the wrong bike being in the box, even though a few days before I'd been told it was in the workshop being prepped for delivery. They sounded rather relieved when I decided enough was enough and phoned to cancel the order. Even if the story about the wrong bike being in the box was true, it doesn't say a great deal about the manufacturer's QC systems, so maybe I dodged a bullet?!
Technical knowledge was also lacking when questions were asked about componentry upgrades.
Edit: Lowering score due to the condescending reply below that I've only just decided to read. Seems to imply that I'm thick for not understanding the freehub issue. The only bit I couldn't understand was I was telling you the freehub was available from the manufacturer and you were insisting it wasn't possible to change it.
As for you appearing to be pleased at not having me as a customer, well, I can assure you you're not as pleased as I am!
15 April 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Simon,
We have read your review and do sympathise with the situation. It is exciting to have a new bike on the way and when something gets in the way it is a frustrating time all round. You are correct there was an issue with the manufacturer and they packed a higher specification model in a different size into the box than you had ordered. We were completely unaware of this until the mechanic unpacked your box to discover what had happened (This is why you were told the bike was in our workshop as we send this email once the warehouse receives the stock). When we contacted the manufacturer they acknowledged the issue, apologised and looked to arrange a replacement as soon as possible but you contacted us again within 24 hours to say you wanted to cancel so we did not get a chance to tell you when a replacement was possible.
In all honesty, we we're slightly relieved when you decided to cancel as a few days prior you had found the finance application process quite stressful and your emails suggested you felt quite worked up about it. We knew that a replacement would take an extra few days and we didn't feel you would be happy with this given your previous emails. A member of the team processed your refund and sent confirmation of this within 5 minutes of ending the call with you. You then sent an aggressive email suggesting we were trying to keep hold of your money and we replied with evidence to prove your refund was processed straight away and we had not delayed this.
In terms of the upgrades, you did contact us about upgrading to AXS drivetrain. We came back to you on the same day to say that this was not an upgrade we currently offered (it was not advertised as one on the website) We explained that if you wanted non T-type AXS you would just need a mech and shifter but if you wanted T-type AXS those parts only work with each other so you would need a T-type cassette which uses the XD driver and not the HG driver fitment which is what the NX cassette specified on your bike uses. You mentioned in your email that you didn't understand the freehub bit but didn't ask us to clarify further just said you were looking forward to seeing the bike so we did not comment on this any further.
We always take all feedback on board and look to improve our services where possible. In this particular case the error was not on our part but with the brand and we reacted as quickly as we could to find a resolution. The advice we gave regarding the upgrades is accurate and to suggest the technical knowledge is lacking on our side we think is unfair.
Our reputation is of the utmost importance to us and we take a lot of pride in our work so we are always really disappointed to hear when someone is not happy and make every effort to identify any areas we can improve to better support customers forward. In this particular case we feel the events were completely out of our hands and we couldn't have foreseen them.
We are sorry you are disappointed and hope you manage to source the bike you want very soon.
All the best.
MTB Monster Team
MTB Monster
Great company to work with,only one issue, not MTB Monster fault, they kept me well informed on progress. Definitely will shop with they again.
3 April 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Derrick,
Thanks very much for the 5 star review, we really appreciate it.
Hope you are enjoying your new Stereo :)
MTB Monster Team
Great place
Picking my new bike up was stress free they were all very helpful the mechanic's give my bicycle a bit of love before picking her up needed to go back two times for some adjustments because it's new sorted them out
24 March 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Mark,
Thank you for the great review! We're glad to hear you were happy with your experience and we could help with your settling in adjustments.
Hope to see you soon for your 6 week check :)
MTB Monster Team
Had a fab experience
Had a fab experience. Bought an electric bike to be delivered to the Scottish Highlands. Fantastic communication, excellent packaging and delivery, and extra care clearly taken. Gorgeous, quality bike too. Highly recommended.
12 April 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi,
Thank you for the awesome review, we really appreciate your feedback!
Hope you are enjoying your bike up on the Scottish trails :)
MTB Monster Team
Great business to deal with!
This is the second e-bike we’ve bought from MTB Monster. They are great to deal with, really helpful and have some fantastic deals(hence 2nd bike). We were recommended them by a friend and haven’t been disappointed.
5 April 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi,
Thank you very much for your review and repeat custom, it's really appreciated.
Hope you and your friend are enjoying your new bikes!
MTB Monster Team
Reply from MTB Monster (Mountain Bike Shop)
Hi Mark,
Thank you for the 5 star review :)
MTB Monster Team
Mtb monster are great to deal with
Mtb monster are great to deal with. Good communication, the orbea rise h30 was excellent price and set up was perfect.
On collection staff very helpful including loading into car. Everything smooth and professional.
26 March 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Mike,
Thank you very much for the review!
We're glad to hear you are happy with your purchase and the team here, I will pass on your comments :)
Hope to see you soon for your 6 week check.
MTB Monster Team
MTB monster
MTB monster, have been extremely good throughout my order, have answered any questions and concerns I had and also was extremely helpful with timings and updates, even set up the suspension on the new bike, definitely recommend purchasing a bike from MTB Monster, a really amazing team definitely recommend it!
21 March 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi,
Thank you very much for the review, we really appreciate it.
It's great to hear you have been happy with the service our team provides!
Hope you enjoy your new bike :)
MTB Monster Team
Recommended, quick delivery & good prices
I ordered a Powermore 250 battery and cable recently. Dispatch and delivery was very quick and it was the cheapest price I could find with availability. I would recommend them and would use again.
27 February 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Alex,
Thanks for leaving us a great review!
Hope you enjoy getting a longer range out of your bike :)
MTB Monster Team
MTB monster were fantastic!
The team at MTB monster were fantastic. Really helpful and responsive, couldn’t fault them! Would definitely buy from them again!
12 February 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Jake,
Thank you for leaving us a 5 star review! We really appreciate your feedback.
Glad to hear you are happy with your new Rise :)
MTB Monster Team
Mondraker chaser
Very helpful with the purchase of my bike and great customer support . Thank you
18 February 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Gareth,
Thanks for the great review!
Hope you enjoy the Chaser :)
MTB Monster Team
These guys have made buying my first…
These guys have made buying my first e-bike a very pleasant experience. Super fast delivery, great communication even after the purchase of the bike. Dom, Georgia & Taylor have all helped with warranty issues and any general questions I’ve had. Very strong company to be buying your bikes from!
28 February 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Conor,
Thank you for leaving us a review!
It's great to hear your feedback on the purchase of your bike and going through the warranty procedure. I'm glad to see the warranty team have managed to get your issue raised and resolved :)
MTB Monster Team
Go to the right Monster 😀
Please, people, don't get misled by these charlatans. When I asked if they were the original Monster Bike company, as was recommended to me, the first misleading answer was YES. The real answer is NO, the true monster bike company is from Inverness Scotland, these just added some letters to mislead the general public. However, if they had been courteous and helpful, not condescending and utterly rude I would not be writing this.
They were downright arrogant and nearly put me off buying my first electric bike. So so rude as well. If you doubt my credibility, please view my other reports on here. Thankfully I was saved by the real Monster Bike company in Scotland, and yes I know I live way down south but this company did everything for me, they were truly amazing, especially Dan. I now have a cube 800 and enjoy it every day.
31 January 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Andy,
Naturally we are disappointed to read your review and the claims you've made. While we understand how brand confusion can sometimes occur, we must address some significant factual inaccuracies in your account.
Our records show that you contacted us via our website's contact form on February 3rd at 2:22 AM. Specifically, you requested a price match against a deal from 'Monster Bikes,' clearly indicating you were aware we were a different company. Therefore, the assertion that we misled you about our identity is demonstrably false.
We are proud of the business we've built and have no reason to misrepresent ourselves. We value our reputation and the trust of our customers. Furthermore, Hannah, our store owner, recalls having a pleasant conversation with you. We are therefore at a loss as to why you describe the interaction as rude and condescending.
We note that you have left a pattern of one-star reviews for other businesses, and we hope that your future experiences will be more positive.
While we stand by the accuracy of our account, we also want to emphasize our commitment to providing excellent customer service. We strive to ensure all our customers have a positive experience with us. We encourage anyone with concerns to contact us directly so we can address them promptly.
Regards
MTB Monster Team
Thanks guys for all your help and…
Thanks guys for all your help and support in the purchase of my first emtb.
Great communication throughout, and all the info on pickup
Thanks once again,
Andrew Tagg.
13 February 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Andrew,
Thank you very much for leaving us a review! I will pass your comments onto the team :)
Hope you are enjoying the Stereo!
MTB Monster Team
Excellent experience buying from MTB…
Excellent experience buying from MTB Monster. Any queries I had were answered quickly from very knowledgeable people. Placed a deposit for a Santa Cruz Vala for April delivery but recieved an email saying it had arrived early which was a nice surprise. Bike arrived quickly and was packaged very well. Would definitely buy from MTB Monster in the future.
11 February 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Steven,
Thanks for leaving us a great review!
We're glad to hear you were happy with our service and we were able to fulfil your order early :)
Hope you enjoy your Vala and we hope to hear from you again in the future.
MTB Monster Team
Fantastic service
The order process is straightforward forward, the communication is very good from start to finish, they look after you in the shop, from going through the bike setup to putting your bike in the car.
They know there stuff, I will be back to the shop, even though I had some distance to travel.
Well done MTB monster
15 February 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Jon,
Thank you for taking the time to write us a great review!
We' re really glad you were happy with our service start to finish and that you decided to make the trip into store so we could complete your handover with you :)
We hope to see you soon for your 6 week check!
MTB Monster Team
Warranty not granted
Don’t buy a bike from here, they come with no warranty. My derailleur was pulled by the chain damaging the wheel and the frame after a couple of rides since I bought the bike. It’s a 7k bike. This is the answer I received, bike never been crashed, doesn’t have a single scratch on it “I have been in contact with the SRAM warranty department, Unfortunately on this occasion SRAM are unable to grant your warranty request due to the component being damaged from a crash/impact.”
27 January 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Razvan,
We have received your review and understand that you are disappointed with the outcome. While we sympathise with your position we acknowledge and agree with the stance taken by both SRAM and Mondraker on this occasion.
You contacted us initially on 25th January to say you had taken the bike off a small drop and as a result your mech had snapped and part of it lost as it had gone into the wheel. You ask us to raise the warranty which we did for you. Both SRAM and subsequently Mondraker replied to the claim to say it was a clear impact that had caused the damage and neither of the manufacturers believed it to be manufacturer default. We sent a total of 16 emails to the brands in an attempt to support your warranty claim, however, it was denied by both manufacturers on the same grounds.
We understand this is difficult for you, however, we kindly ask that you do not review our business to say we do not offer warranty. This is not accurate, all of our products come with manufacturer warranty. We do everything we can to support our customers in raising a warranty claim, whether or not warranty is accepted is at the discretion of the manufacturer and not something we have any power over.
We have offered to further investigate the option of crash replacement products but have received no response from you. Of course should you need any further support please get in touch
Kind regards
MTB Monster Team
Great experience buying a new bike
I ordered a bike from MTBMonster with free delivery. The ordering process was very efficient, there was clear communication along the way. Payment was easy with the links provided. Once the bike had been purchased I was kept up to date with the delivery details.
I purchased a brand new model with no discount, but MTBMonster have great deals on bikes and lots of availability.
I would definitely recommend MTBMonster if you are looking for a new bike.
7 February 2025
Unprompted review
Reply from MTB Monster (Mountain Bike Shop)
Hi Dave,
Thank you for the awesome review and recommendation!
We're glad to hear the purchase process easy for you, this is always a priority for us :)
Hope you enjoy the Amflow
MTB Monster Team
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