Primo Cycles asked me for feedback about 4 weeks ago, so I wrote something to them. I haven't posted it until now because I thought that I would give them right to reply/ a chance to apologise/ make recompense, but now my patience has run dry.
I felt ambivalent about Primo Cycles for a few years; thinking that some of the staff there were alright, but having a slight feeling that "I'm bothering him", in some interactions with Steve. There have been a few times where he had over-promised and under-delivered, but not enough to completely put me off.
At the end of March 2023, I persevered with Primo Cycles because I needed replacement mudguards for my wife's bike, and they are the closest Trek supplier. My bike also had the forks stuck in the headtube, so I took the frame and forks in as well. To be fair, they removed some really stuck forks and kept the frame intact. I understood that the forks had to be sacrificed, but Steve reassured me that he would "get me back on the road before the Easter Bank Hol weekend".
Steve then never contacted me again about his forlorn search for replacement forks. I attended the shop twice and phoned the shop twice over the next couple of months . Steve did explain that the spec I needed was difficult to find, but I became increasingly sure of the feeling that I am bothering him. After 2 months without a bike I gave up on Primo supplying new forks and simply had to buy another bike. You can see why I think that Steve over-promises and under-delivers.
To compound my disillusionment with Primo, I realised in the meantime that my Shimano 105 brake callipers had been thrown away with the forks. I told Steve that they had gone missing. Again, it was an interaction with him where I felt like I was bothering him, but he said that he would look for them and get back to me. There has been no apology and no getting back to me.
As for the mudguards, nearly 2 months after paying a deposit on the order, Ben finally told me (22nd May) that "they were in the country, and awaiting Customs clearance." I emailed Ben for an update in mid-June, and I got this back on 29th June:
"Unfortunately the colour match mudguards have been further delayed and they do not have an ETA as to when they will come back into stock. The only option would be to move a more standard black mudgaurd (sic)."
So, a month after being told that the mudguards were in the country, I was told this, which I found really annoying because it does not make sense, and I could have fitted black mudguards 3 moths earlier! This is beyond a joke when it comes to over-promising and under-delivering. My trust in Primo Cycles is shattered. read more