UK Sport Imports

I ordered an exercise bike. On assembly there was a 'clank' on turning the pedal and after each revolution. Customer Services said that this was a warranty issue and that it would have to be collected (at my expense) and taken back for repair.

When I said that this was a new bike the telesales girl gave me the 'take it or leave it' treatment. I then asked to speak to a supervisor. I explained that this was the same as ordering a new defective bike from Halfords and advised her that I was familiar with Trading Standards. She then ok'd delivery of a replacement. It did not arrive on the day promised. Also I always had to ring them even when they failed to deliver. Upon assembly the next day it became obvious that it suffered from the same fault as the first.

I was finally given an e-mail contact for a 'Jo', who during our subsequent e-mails (she took 2 days to respond at all) refused to provide me with her full name or position in the company - despite my repeated requests. In the interim I was contacted by their engineer and I reluctantly agreed to his proposed solution. This involved removing the brake cover from the cowling of the bike and adding spacers between it and the metal bar that connects to the magnetic brake. The cover, which is made of plastic, is now out of line and warped.

I have since repeatedly warned 'Jo' that I would submit an unfavourable report if she failed to explain why no explanation or apology had been given and no compensation offered in view of the delay, inconvenience, additional work and botched compromise repair that I had finally and reluctantly accepted. She has now apologised but offered no explanation and refused to consider compensation. She did offer to refund me, but this would require me to dismantle and repack the bike in its original packaging. Nothing was said about who would have to pay the freight. My recommendation: buy elsewhere.