At all times throughout my purchase, I felt like I was the full centre of attention, nothing was too much trouble and loads of advice was forthcoming. I received good communications at all the right points and the team in the shop were very welcoming when I went to pick up my bike. From walking around the shop, it's obvious that Flamme Rouge is way more than just a shop selling bikes, it's a full wheel hub (apols for the pun!) of everything bike.
I wasn't happy at the level of communication. Was told 5 days for my bike to be ready (went in for a service) a week later I had to call them to ask what's happening. They said they had emailed to ask if they can go ahead with the chain to be replaced and were waiting for my answer. My issue was they didn't follow up the email to check that I had received it since I hadn't answered back. Furthermore I didn't receive such email. When I eventually went to collect my bike I found the shop was closed due to a positive case of covid. I totally understand this situation and can sympathise but I would have thought someone would have called to let me know they are closing the shop and I need to discuss how to collect my bike.
I was pleased with the service afterwards as I had someone reply to my emails about picking my bike up and then phone calls to arrange delivery of it to my address. The gentleman who brought my bike over was very nice. We had a good chat on the roadside and he is the reason why I might still continue using Flamme Rouge. In terms of the actual work on the bike, I will have to wait and see how the bike rides when I next go out on it.
I stumbled upon Flamme Rouge when I was looking for a mountain bike for my husband. I ended up on the Trek website and they came up as a local retailer with the particular bike I wanted in stock. The website was easy to navigate and the order process was simple and straightforward.
The 10/10 comes mainly from the delivery. Although I ended up waiting a few days longer than I’d hoped, the woman I spoke to on the phone was friendly and polite and the gentleman who delivered the bike was extremely professional and knowledgeable. He talked my husband through everything and was so friendly and chatty. It was overall a really positive experience and I would definitely use them again next time I'm in the market for a new bike.
Great service. From when I initially popped into the shop to have a look around (you get 5* reviews but I don't trust anything on the web) and afterwards taking my order over the phone - I believe this was Sarah (great cake and coffee) to the gentleman who did the handover (apologies forgot his name - the owner I believe). Really know they're stuff. New to mountain biking at 61 (always been a road cyclist) so this was new territory for me with the different technology and he took time to explain and set up my new bike. Even bet me £5 I would go to tubeless - I decided there and then :) I have come all the way from Essex and was less than impressed with two nationwide chain bike stores locally (guy in one tried to convince me that I needed a large size....). Low stock of bikes at the moment meant I had to look around and found you on the web - great website too. So all in all a great experience. I was offered money to have my bike serviced locally after 6 weeks but will be returning to you guys. Finally I like the shop layout - I waited for my bike to be setup and had a great cake and coffee waiting outside with other groups of cyclists. You need to open a branch in Essex :) 5*