A disappointing customer experience. In early August I contacted Youles Blackburn to arrange an annual service. I was told they had a customer waiting area with comfy seating and free coffee and I could even take out a loan bike if I wanted. Three weeks later, two of us made the trip to Blackburn, about 30 miles away, as my friend has a Suzuki and was considering booking his bike in too. However, when we arrived, the coffee machine was out of order; they had not got any loan bikes available; and despite having had three weeks to prepare for the service I was left completely high and dry when they couldn’t complete the work because they didn’t have the correct washers for my oil filter. After almost two hours of waiting in the showroom, I was told that they had planned on using the old washers (from my 25 year old bike) and did not have any in stock. To make matters worse, I was told I would have to leave the bike there until at least Tuesday. (I contacted Youles on Tuesday morning. I was told the washers had not arrived and they would call me back, which they did not.) Leaving me to make the 30 mile journey back home, with no idea when the bike would be ready and no interest in how I was going to make the journey back to Blackburn to pick it up.