Giant Bicycles UK & IE Reviews 49

Southampton store not interested in helping me find the bike I was looking for, no attempt to try to help, basically shown the door, their loss and I'll take my £5000 somewhere else

1 and a half months with a faulty battery and charger and they are dragging their feet at every step! not buying another Giant bike that's for sure as the support is terrible

The lifetime warranty that they offer on frames is a joke.
My carbon frame cracked around the rivet location fixing the front derailleur. This was just two years after purchasing the bike. Giant have blamed me for the fault as It was not serviced by an authorised giant dealer. However, one store said this fixing would not have been checked during a basic service as it is hidden behind the derailleur.
I will never be buying a Giant product again. The customer service has been the worst I have ever experienced.

Review for Jand Giant Bike Service Southampton:

I am very disappointed with the service I received at Giant Southampton, which specializes in Jand bike service. My experience started off well enough when I dropped off my bike for a tidy-up and expected them to inspect it, call me back to explain what needed to be done, and provide an estimate so that we could proceed from there.

Instead, I received a phone call four days later saying the bike was ready. However, they mentioned they couldn't find a new front brake and told me I had to source it myself, which was already a letdown. They assured me that the rest of the bike was fine and ready for collection.

When I went to pick up my bike, it didn’t work at all—nothing had been done! To make matters worse, the staff just stood there laughing at me. They even went so far as to call my bike "rubbish." When I asked why they didn't call me to inform me about the necessary parts and the cost, so I could approve the repairs, they just brushed it off.

Overall, I found their service to be unprofessional and disrespectful. Not only did they fail to communicate properly, but their attitude was also unacceptable. I would have gladly approved any necessary work to get my bike up and running, but they missed the mark entirely.

Would like to thank Cian in customer services , needed some advice on fitting my Ride control dash E Trance .
Came back on the same day with the right information.
So thank you Trance UK 💯💯💯

I had a seemingly straightforward problem of rear pannier bracket coming loose while out Christmas shopping. I popped into Giant on Hills Road, Cambridge. Matt and Ben were fantastic in their response. Ben spent 20 minutes problem solving to find a way round a missing part needed. All sorted. Their kindness and tenacity were so heartening. Thank you.

Many thanks for the fantastic service at the Giant Store STIRLING. A great friendly atmosphere in the store, quality work by the team who have really helped me get my bike ready for a big trip to South America.

Thanks team,
Paul

Big shout out to Giant in York. I had an unfortunate accident where my Liv e-bike came off a rack while on the motorway causing substantial damage! Having never claimed on bike insurance before I was supported through the process from start to finish by the guy’s at Giant. I’d taken my bike straight to them when the accident happened. They assessed it, sent photos and liaised with my insurance company! Having your bike damaged is not an experience I’d like to repeat, but the professionalism I was met with (as it always with staff in York) was second to none!

During the process I came away on holiday and the staff at Giant continued to negotiated with the insurers directly, keeping me informed of what was happening.

I shoukd add, I’m not really surprised by this level of service, they have always been fantastic and I’d not take my bike anywhere else, but on this occasion they went above and beyond what anyone would expect!

Can highly recommend Giant, York 😎

Purchased a Giant Trance 2 from the Bristol store and I couldn't of asked for a better service from the full team, i placed the order online and called for an update and the guy gave me all the information i needed and didn't rush me of the phone. From start to finish it was a very successful online purchase. I was called when the bike had been through the PDI process and what I would need to do when the bike would arrive. I was then informed of the delivery date which was quick, I received the bike which was in perfect condition all manuals, receipts etc and pdi information all supplied in a giant gift bag. Overall I am very very happy with the service I have received from this company and will recommend them to anyone. These will be my first choice for any further bikes i wish to purchase. 5 star service start to finish 👌.

Giant store Cambridge have failed to seal a tubeless tyre and fit a Cush core - they tell me it also don't hold air can't help 🤣🤣 I take to bike ambulance the tape is creased Badley and tyre is damaged from tools. They owe compensation and there mechanic well what can I say - unprofessional

The talon e sport has caused me nothing but problems since Day 1, if you dont have tubeless tyres then i Hope you have a couple of hundred quid for tyres and innertubes every other week, the tyre is glued to the rim so literally have to get a whole New wheel or cut the tyre off yourself, which is just madness for a bike that cost so much, the plastic Thing near the chain, might aswell be made of paper, loose clothing Will rip this off as it did to mine, there are hundreds of bikes out there that cost less, go the same speed, as theyre all capped to 16mph, easier to maintain and most likely last alot longer, i do not recommend this bike to anyone!

Purchased a ‘Giant Defy’ racing bicycle from the Bristol, Bradley Stoke cycle shop back in late 2018. 4 years on and I’m glad to say the shops still going as is my Giant bicycle. The guys in the shop we helpful, knowledgeable & with a good selection of bikes it made choosing easy. What I didn’t do: Giant offer a free 1st service with in so many weeks of purchasing a new bicycle. I had a few brake issues & I didn’t go back in the allotted time so had to wait 2 week wait. (Busy place, but my fault) They fixed the brakes perfectly so very good service. One word of advice if you use the free service & you like the wheels as they are then ask them not to tention the spokes. It was a harder ride after that I finally had to buy a new set of wheels to smooth out the ride. (a personal choice) Other than that I would certainly buy another bicycle from Giant & use their 1st free service. 👍

Got a new bike. Their very fancy D-fuse seatpost, which auto-aligns itself is.......off-centre. Absolutely nothing that can be done about this in terms of adjustment. The store building the bike clearly didn't notice which doesnt bode well.

In relation to your reply below. My recent experience with your warranty process has left me that frustrated, I've opted to pay for a new post to avoid having to deal with you and take it into a store again. Speaks volumes about how much confidence I have in your After care.

Lovely staff in Cambridge , if I have a problem with my bike I take it in and they fix it so quickly and do additional checks to ensure everything else is all okay.

I bought a £5000 Giant Propel 3.5 years ago. Serviced every year and kept on the wall in my office. 5 months ago, thankfully as I was riding slowly, the rear wheel buckled. 3 spokes had simultaneously come loose. The reason being the nipple inside the wheel had turned to what I can only describe as chalk dust. They had corroded as had all of the others once the wheel was reset and repaired. A couple of months ago the front wheel did the same. I engaged the Giant customer service team who can charitably be described as flippant in their engagement. I told them about the failure of relatively speaking, new wheels and they just said as it was outside the 2 year warranty, they would do nothing. That their stock wheels failed after 3.5 years is a pretty poor show in my opinion. I have a Trek which is 10 years old and their wheels have been great and continue to be with annual servicing. We exchanged a number of emails but the Giant insistence on ignoring what could be a fatal failure of their product blew me away. Their final suggestion was that I oil the spokes after every ride which is just daft. Anyway, this was never about money and all about a known failure of their wheels. I hope no-one is traveling at speed when their Giant stock wheels fail because of poor material choice. I will caveat this review by saying I love the Propel frame. My disdain is for Giant wheels and their customer service

Terrible service. Pretty pissed off that I paid that much. Got the bike booked for head bearings service and exchange of cranks:
They had to bleed the brakes:
Brake levers are pulling now all the way back to the bars - not great.
Rattling sound in stem gone, now squeezing sound from cables. Don’t know how they managed that.
Told me at the end my tyres are not pumped up correctly (they were 65psi as usual and recommended) they pumped it up to 90?!? GP5000TL have a max of 73PSi
And the most annoying bit, didn’t grease the pedals. Can’t get them off anymore and had to pack the bike for a race.
So at the end hoping a race mechanic can fix brakes and pedals. Who’s done the service?!?!

Avoid the D-Fuse seatpost at all costs: Giant won't help you if you have bought a used bicycle with this slipping seat issue:

If you buy a used car, you'd expect that the manufacturer / company dealership would be able to help you fix an issue should it arrise. However Giant will leave you out in the cold as the warranty is only for first owners and not transferable with the frame.

I bought a lovely second hand great condition roadbike and chose the reputable brand Giant thinking this was a good choice, it however came with a D-fuse triangular seatpost which is irregular in shape to the frame.

This seat has started to slip down when I am riding, I am 80kg and tighted the clamp to giant recommendations 6nm. Because of the D-Fuse unusual design; it can only be fixed and looked at by Giant. I have tried replacing all parts on my own, but no solution. My local Giant approved bike shop believe it is the frame at fault and with the frame being in warranty period, Giant should be able to help.

However they haven't helped and say it is because I bought it used. They haven't even offered me any repair options for the bike without the warranty!

In short. If the seatpost was a normal shape, I wouldn't have this problem. It's such a simple but poor design flaw that I would recommend others to avoid.

I won't be buying a Giant again, I'm sad that I that thought they were good quality and feel I have wasted money.

I'll update the review if Giant helps me find a solution which is on-going.

Giant store, Radlett. Very friendly helpful people. Asked for an empty box to transport my bike. "Pop down and we will sort you one out" Withing 30 mins they had given me a good box. This is the local bike store I shall use. Asked cyclesuk Watford the same question and basically told they would rather throw away than give to a customer. Bad customer service.

I recently treated myself to a new mountain bike as my old one was now literally in bits in the shed.
I (well my son tbh who knows bikes (esp mtb's) inside out!) did a lot of homework before making the purchase and plumped for the Giant Fathom 2. There was another bike vying for my attention in Halfords, but the less said about that company the better! Lol
Upon walking into the Giant store said bike had been reduced by £200 (bonus!) and after some 'sweet' talking I managed to get a cracking deal on a new set of pedals!
Without any sales pressure whatsoever both Phil (the manager) and latterly James (bike technician / sales) were really great in explaining the bike to my son and I prior to the sale and have been there since to tweak the gears. I will be returning in about another 10 weeks for the bikes proper post ride service.
My son and I went down to High Lodge, Thetford at the wkend and I was able to give my new mtb a good ride. I'm really impressed with the Fathom 2; it rides incredibly well (great geometry) with seamless gear changes and the forks are superb!
I have no hesitation in recommending Giant, Hall Rd, Norwich and of course Giant bikes, that at the end of the day offer a heck of a lot of bike for the money!

terrible, won’t even assure the correct assembly and function of their bicycles.

i bought a brand new giant bike for £2200 from an officially licensed giant reseller, which arrived with incorrectly indexed gears, that were jamming while i was riding. i contacted giant (the manufacturer) to ask if they would index the gears correctly at one of their official giant stores, as it was not assembled correctly. I was bandied about for 2 weeks contacting customer support, where i had to call them back repeatedly as they told me they would get in contact with me and didn’t. The official giant store nearby quoted me a £20 cost to index the gears, which i didn’t feel it was right to pay as the bike was less than a week old! after 2 weeks of faff and excuses, i was denied by giant stating “that labour isn’t covered by the warranty” on a week old bicycle! in one of their stores! giant expect me to pay for a factory assembly problem with my brand new £2200 bike!
i asked to speak to a manager and was declined, so i asked to be called back and was given a date i would receive a call back by, which shock horror, came and went, without them contacting me.

the indexing of the gears is a safety issue! when they jammed i almost fell off, and it is a 10 minute job to fix! the “labour cost” that giant couldn’t even stretch to cover, is 10 minutes of one of their own employees time (who are already being paid). so assuming a very generous 12£ per hour, it’s £2! at one of their OWN stores!

giant are happy for me to spend thousands to buy one of their bikes.
but won’t put in PENNIES worth of effort to fix a factory safety issue from one of their brand new 2022 bicycles.

and when i asked to have my concerns heard about this and to file a complaint, they didn’t contact me when they said they would.

in contrast, i had an issue with my brompton, took it to the local store unannounced, someone there had a quick check on the spot, tuned the brake pads and didn’t care that i didn’t have an appointment, and didn’t charge me.
furthermore i spoke to a gent in a Decathlon store (a budget brand!) in another town (as i just happened to be there) and after hearing the story he went through the functioning of the derailleurs, explained to me how to adjust the gears (something basic and free Giant didn’t even offer), and he offered to fix it for me free of charge because quote “it’s such a quick and easy job”! (which obviously i couldn’t take as it was in a different town).

my bikes were stolen and after months of dealing with insurance, i finally got my new Giant bicycle and my first ever carbon bike, and this has totally and utterly killed any and all excitement. i can’t afford to spend money on the service right now so it’s sat in the living room, unridden, for an assembly issue, something that isn’t my fault, because Giant refuse to stand by the quality of their products, and expect to profit off of me, to charge me to fix a safety issue with my brand new bicycle, when it would take literal minutes for them to fix. they wasted WAY more energy passing the buck and messing me around, not respecting my time or energy, than it would have taken to fix the thing!

utterly shocking
i prefer to do business with companies that respect their customer’s time and spend, and who stand by the quality of their products.

i will never purchase another Giant product for the rest of my life.