Complete lack of process means bikes get lost in their unworkable system. TLDR: Dropped my bike for a service check on 6th June, was promised a quote that day, but heard nothing. Called customer support every day for a week (you cant't call the store direct) who promised me that a manager would call me "within 3 hours". Heard nothing. Called intermittently after that then 18 july the manager called with a quote which I accepted he said it would take 5 days. 2 weeks later still heard nothing back. Drove to the store to speak to someone in person. After half an hour they found my bike in the storeroom untouched. They reprocessed it and said that the service would be requoted and carried out as a priority. Now 3 weeks later and they haven't quoted and can't find my bike. Each call to customer support takes minimum 30 mins on hold whilst they try to liase with the store on the phone and they can't transfer you directly. Each trip in person to the store requires an hour or two of traveling or waiting around plus the ULEZ charge as i cant cycle there!!!