Brandon, United Kingdom
Thetford Rd
N/A
+44 1842810090
Wheelchair-accessible entrance
Hired and paid for two adapted bikes for my disabled sons. They were strapped in and ready to go when I was told I needed to show a passport. I had my phone with a scanned copy of my passport and driving license, Thousands of pictures of my whole family plus my bank cards on my iWallet which I had paid for the bikes and 200 of goods from the shop. Apparently none of this proved I was me and the pictures of me on my passport could have been anyone. After a long discussion I was told I could only hire the bikes if I paid 4000 as a deposit of which the owner would keep 160.00 plus the hire cost for one hour on the bikes. By this point we’d had to take my autistic sons off of the bikes. They were screaming and crying to which I was told by the owner of the shop ‘this is your fault for not bringing your passport’. Even though I’d never been asked to take a passport when I paid for the hire. I’m not asking for any special treatment due to my sons disability but to have so much ID to prove I was who I said I was and the fact I’d paid for the bikes in advance it seems crazy to not allow us to have them for an hour. Where was I going to go with the bikes and 3 children, two of whom are severely disabled. Was I really going to steal them and if I was how would a copy they took of my passport rather than a photocopy I had of stopped me? It’s hard to find activities for less able children and this was one thing the whole family were looking forward to. Really bad service from the whole team. Would be good if they could look for an alternative system because now more than ever people do not carry ID and they shouldn’t be expected to pay 200 for bikes for an hour. Maybe a swipe of a card for a deposit like in a hotel would work better.
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Really helpful customer service (purchased a bike helmet) and also great bike hire, and good quality bikes. I am a regular customer as it is easier for me to hire a bike rather than bring my own, and I am always pleased with the bikes and the service. Also, if you hire a bike you get free car parking for your next visit (car parking is really expensive here, so this also makes hiring a bike really good value for money).
Hired 2 bikes for a few hours and had a brilliant time. I was a little bit wary given the other reviews but the staff and the bikes were great. Phoned up to reserve bikes then on arrival we were quickly shown our bikes and then went inside to drop of ID where we were shown some good route options. Will be back again, thanks!
Has a issue with disabled people. Awful customer service. Enquired about disabled options and was greeted by the rudest person I’ve ever spoken to. Do not recommend, support other businesses. Not helpful. Horrible. Angry man. Clearly his staff are embarrassed to work for him. AVOID AVOID AVOID
Top quality bikes & well organised. Friendly staff, quite pricey but the bikes were in fantastic condition and set up perfectly on the information id given on the phone when booking.
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