Judith Straetemans

Review of Penny Farthing Cycles

Unbelievable treatment and lack of communication a...

Unbelievable treatment and lack of communication and ended up buying my bike elsewhere.

Full context; in June I wanted to buy a Brompton with the Bike 2 work scheme. I came to Penny farthing and they were really helpful in letting me test the bike. I then went it and placed a custom order. They said it would take 2 months.

5 days later I had 1 missed call and NO voicemail message from them. 2 months later I went in to ask for my bike. "Brompton cancelled all orders and yours was cancelled too. They accept orders again in a month and then it will take another 2 months". They claimed they had been calling me. They called me literally once without a voicemail. By that time I was already paying off Bike2Work.

They had a Brompton in stock so I asked if they could customize it with a different handlebar, gear ratio and seat. They were going to call Brompton and call me back. I didn't hear from them until I called them. It would take 2 weeks and no change to gear ratio. I agreed because I just wanted my bike as summer was almost over.
A week and a half later I walked in and they forgot to ask for the handlebar and the other pieces hadn't arrive yet. They would call Brompton again.
The next time I called them they told me they couldn't do it after all and would refund my deposit.

I called other bike shops in town and a week later I had my fully customized bike from another shop.

All at all they kept me waiting for almost 3 months with continuous promises of communication they didn't follow up on. They led me on.

I understand Brompton cancelled and they couldn't do anything about that, but they could have been straight with me instead of empty promises and lack of communication. We're talking a 1400 euro bike here. Customers deserve better.