Infinity Motorcycles Reviews

Name: Infinity Motorcycles
Rating: 4.74

4.7 Rating 8,855 Reviews

94 %

of reviewers recommend Infinity Motorcycles

About Infinity Motorcycles:

Infinity Motorcycles was established in 1999 by Rob Puttick and Dave Holloway, both veterans of the UK motorcycle trade. From humble beginnings in a former bank on the North Circular in London, Infinity Motorcycles now has 14 branches, from Glasgow to Southampton, and an online department, employing a total of around 150 people.

Everyone likes a bargain, but we try and make sure we offer a bit more too. Our staff turnover is low and we invest more in staff training than anyone else we know of in the bike trade - we don't think these two facts are mutually exclusive! Infinity Motorcycles takes Customer Service seriously. So Dave and Rob still want to hear from you about your experience of shopping with us, good or bad.

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0800 130 3377

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Infinity Motorcycles 5 star review on 2nd March 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Customer service is awful and despite returning a helmet that was bought as a gift 18hrs ago we were not allowed a refund. Wife bought the helmet on their advice and recommendation and thought it could be returned, but no returns”

Helpful Report

Posted 6 years ago

Hi, We're sorry we weren't able to satisfy your request. As you have left negative feedback in multiple sources, I will post our original response to your Trustpilot review here. If you have any questions on this or would like to follow up on your exchange, you can email us at info@infinitymotorcycles.com or visit our York store which you originally purchased from. Kind regards, Jonah --- "Hi, We're sorry you were unhappy with your experience shopping with us. I have spoken to my colleagues at York with whom you originally purchased from in order for me to completely understand the situation, and with any relevant parties to ensure I give you the correct information. Please allow me to explain this further. We work in conjunction with Trading Standards and operate under this policy for our retail and customer services. We try to be as fair as possible to our customers and give you as much information about your purchase and our returns policy as possible before you make a purchase. Attached to our tills in-store, and at every point of sale in our business, you will find a sign which will outline our Returns & Special Orders Policy. This is so you are aware of the process to prevent situations like this from occurring. As per this policy, and our terms and conditions, unfortunately, you are not entitled to a refund. However, we are happy to accept an exchange for your helmet or alternatively, provide you with a credit note for the amount you spent on the item. This is because your purchase is classed as a 'safety accessory'. As per our Returns policy: "Items bought in error may be exchanged for goods of the same value or for credit vouchers only if bought back, unused, within 14 days with proof of purchase, with the exception of Crash Helmets (See our 7 day exchange policy on helmets) and Back protectors, which we cannot accept back once they have left the premises due to safety implications. As per our 7 Day Helmet Exchange Policy, which in addition to your statutory rights, "entitles you to exchange only a helmet bought in store with a valid receipt within 7 days of purchase. Helmets must not have been worn on the road and must remain in original condition and returned to us with the following: The original box, manual, helmet bag and the visor sticker must still be attached." However, as a gesture of goodwill, we are alternatively prepared to offer you credit vouchers for the same value as your purchase. However, an unwanted item is not a valid reason for a full refund. As per our Returns Policy: “Refunds will only be given on faulty or defective goods with proof of purchase." Our aim is to ensure that you are 100% satisfied with your purchase. We're sorry we weren't able to satisfy your request, however, we are prepared to organize an exchange for you. You can find the full information of our Returns Policy online here: https://www.infinitymotorcycles.com/delivery-and-returns If you would like to discuss this further, you can email us on info@infinitymotorcycles.com or visit our York store to arrange the exchange. Kind regards, Jonah"

Posted 6 years ago

“Orders were confirmed on the basis of stock availability and then after confirmation told it wasn't. Customer service after when querying very poor. Ordered same products with SportsBikeshop for cheaper and fantastic service. I'd 100% recommend them instead.”

Helpful Report

Posted 6 years ago

Hi Sandy, We're sorry you had a negative experience shopping with us. We value your feedback and would like to do whatever we can to improve our services anyway we can. We try to maintain 100% accuracy on our stock levels at all times. However, with the sheer volume of products we have available for sale, and the demand for popular items at times exceeding our expectations, there are times where we experience an inventory shortage, or an item becomes discontinued without our knowledge. As for our customer services, we try to let you know as soon as possible if an item you've ordered is out of stock or unavailable. If this is the case, we will attempt to offer you a replacement item similar to the one you ordered, however, if this is not the case we will cancel your order and process you a refund. We understand that we have let you down, and for that, we apologise profusely. If there is anything we can do for you, please reply to my email here on review@infinitymotorcycles.com. Kind regards, Jonah

Posted 6 years ago

“placed order on dec 17th but have yet to receive goods so can rate infinity yet”

Helpful Report

Posted 6 years ago

“The jacket had a small rip in and it also still had security tags on.”

Helpful Report

Posted 6 years ago

Hi, I apologise profusely for the issues regarding your order. I understand you’ve previously spoken to one of my colleagues in our online team regarding these issues? Can you please email your query onto info@infinitymotorcycles.com and we’ll look into your order ASAP. Please let us know so we can get to the bottom of this. Kind regards, Jonah

Posted 6 years ago

“staff in store are not helpful . just sit by their desk and drink coffee”

Helpful Report

Posted 6 years ago

Hi Kyle, I sincerely apologise for the issues you received shopping in one of our branches. We take your feedback seriously and would like to do whatever we can to improve our store's customer services and amend the issues you experienced. I have forwarded your query onto the store manager to follow up on this. Again we extend our fullest apologies and would like to find a way to appease you. Kind regards, Jonah

Posted 6 years ago

“Placed an order online for a particular jacket. Order processed and a day later I receive an email saying item discontinued. Why allow me to order an item no longer available?”

Helpful Report

Posted 6 years ago

Hi Julian, We're sorry one the items you ordered was unavailable with us. We take your feedback seriously and will do whatever we can to improve our services. We try to maintain 100% accuracy on our stock levels at all times. However, due to the sheer amount of products we have available for sale, there are occasions where we experience an inventory error, or an item becomes discontinued without our knowledge. This was the case with your jacket, and we were, unfortunately, unable to provide the item you ordered. We understand that we have let you down, and we apologise for this. Your feedback has been forwarded on to our stock control team, who will put more preventative measures in place to limit these incidents. Kind regards, Jonah

Posted 6 years ago

“Sent me the wrong. Arranged to collect the correct item from a store. Item wasn't sent to the store!! Eventually got item after they split somebody else's order!!”

Helpful Report

Posted 6 years ago

Hi, We sincerely apologise for the issues with your order. We take your feedback very seriously and would like to do whatever we can to appease you. The mix-up was the result of an admin error and miscommunication between our dispatch team and the store staff. We extend our fullest apologies for this. I've relayed your feedback onto our dispatch team to investigate the cause of this, and to limit incidents such as these in the future. Kind regards, Jonah

Posted 6 years ago

“In the end, there was no sale! Failure in goods being sent as per arrangement.”

Helpful Report

Posted 6 years ago

Hi Michael, We sincerely apologise for the issues you experienced shopping with us. We value your feedback and would like to do whatever we can to improve our services anyway we can. We try to maintain 100% accuracy on our stock levels at all times. However, with the sheer volume of products we have available for sale, and the demand for popular items at times exceeding our expectations, there are times where we experience an inventory shortage, or an item becomes discontinued without our knowledge. This was the case with your order in question, and the item was unfortunately not available with us or our suppliers. We understand that we have let you down, and for that, we apologise profusely and would like to do whatever we can to appease you. Kind regards, Jonah

Posted 6 years ago

“I ordered a paddock stand over 2 months ago and i have still not received it.”

Helpful Report

Posted 6 years ago

Hi, I'm sorry you experienced a delay with your order. We try to maintain the utmost accuracy on our stock levels at all times. However, with the massive inventory of items we have available on our site, there are occasions where we experience a depletion of stock, or an item becomes discontinued by our suppliers without the prior knowledge to mark as unavailable. This was the case relating to your order, as the item was out of stock at our supplier's inventory, and were unable to send you the item until it was available again. We understand your disappointment, however, and will do whatever we can to improve our inventory management. I believe since leaving this review, the delayed item has now been dispatched and should now be with you. I apologise again for the delay in sending this item to you and hope you are satisfied with your order. Kind regards, Jonah

Posted 6 years ago

“I'll keep it simple. Bought item for a good price, told it would take longer to arrive due a "stock inconsistency", they're clearly just ordering from a supplier. And it seems that it wasn't an inconsistency as the item is still markred as "Available" on their site, even 24 hours later. Customers notice this stuff, don't try to bluff us! If it's something you order in, say so. I asked for a refund and was told it'd be passed on, I'm yet to hear anything from them. Even if it costs a bit more, go to sportsbikeshop, this place is a joke.”

Helpful Report

Posted 6 years ago

Hi Nick, I'm sorry for the delay in addressing your issue. We sincerely apologise for the experience you received shopping with us. We take your review very seriously and would like to do whatever we can to improve our services. We try to maintain 100% accuracy on our stock levels at all times. However, with the sheer volume of products we have available for sale, there are times where we experience an inventory shortage, or an item becomes discontinued without our knowledge. In this instance, our stock of the item depleted and we needed to order from our supplier, which unfortunately meant a later shipping date. When we notice a stock inconsistency, we take measures to update the product's availability as soon as we can to avoid confusion. This, however, can take around 24 hours to take effect, to make sure our system's run smoothly. We apologise for the inconvenience and confusion this caused. As for your refund, we processed this request as soon as we received it, however, it can take between 7-14 days for the money to appear in your account. I believe this has now been processed, and the refund should be with you. We understand that we have let you down; your feedback has been relayed to our team to limit instances like this happening in future. If you have any further concerns, please do not hesitate to contact us on 0800 130 3377 or email us at info@infinitymotorcycles.com Kind regards, Jonah

Posted 6 years ago

“I was sent a helmet with multiple parts damaged as a new item.”

Helpful Report

Posted 6 years ago

Hi Alex, I sincerely apologise for the condition you received your item in. I believe you have now returned your item and a refund has been processed. If you have any further issues or concerns regarding your order, please do not hesitate to contact me on jonah@infinitymotorcycles.com. Kind regards, Jonah

Posted 6 years ago

“I have been asked to review Infinity but have yet to receive my order which has been on back order for approx 6 weeks. I have had one phonecall to say it was onback order a few days after ordering but no update since. Not very good customer service Infinity”

Helpful Report

Posted 6 years ago

Hi Hayley, We sincerely apologise for the negative experience you had shopping with us. The item you purchased was unavailable at our suppliers, so your order was placed on back order until the item was available, which we were quoted as August 2nd. However, our suppliers pushed this date back from this date until October without prior knowledge. We apologise for the miscommunication regarding this and have relayed this onto our suppliers so we can be notified earlier of similar instances in the future. We understand your disappointment and would like to do whatever we can to appease you. Kind regards, Jonah

Posted 6 years ago

“So I order a helmet and 2 different gloves,the helmet was priced £0.00. My order went throught,money came out of my account.After 1week no order,no idea,no call and no email notifying be about my order. After I emailed the customer apparently they call but no evidence of missed calls or voicemail. One of the gloves was not even in stock, they explained some excuse about the price for the helmet,I still want my helmet as this is called false advertising,even now case is still ongoing I emailed but haven't heard nothing it's almost been 1week. I was given a £10 gift voucher for my troubles and times what a Joke??”

Helpful Report

Posted 6 years ago

“Just appalling. Quick to take my money and to upsell me to something I didn’t really want. After thinking about it I returned the leathers a day later and they refused to refund me and tried to tell me they’d been worn. They were still in the bag with the original receipt... took them home and made sure they were clean and called the manager of the store the following day, he agreed to view them and talk to me, took them in, he finally agreed to refund me but didn’t have any cash in the till to do so ( I paid in cash ), it then took him 3 days to give me my refund which I had to make multiple calls to try and receive, each time I was told by members of staff that they either didn’t know anything about it or that the manager wasn’t in. Won’t be shopping here again, I’ll come in and try things on and order from the website to avoid contact with the staff.”

Helpful Report

Posted 6 years ago

Hi Nathan, I apologise profusely for the issues you received shopping in one of our branches. We take your feedback very seriously and would like to do whatever we can to improve our customer services and amend the issues you experienced. Can you contact us at reviews@infinitymotorcycles.com or call us on 0800 130 3388 so we can investigate your complaint? Again we extend our fullest apologies and would like to find a way to appease you. Kind regards, Jonah

Posted 6 years ago

“The genius who picked the 'Folding Ramp' off the shelf and UPS'd it to us...sent a Paddock Stand instead. Not very helpful in getting a 280Kg Hayabusa in and out of a hire van. So we had to use ladders and a plank. Great. Complete waste of my time; ordering, waiting, explaining the issue and sending it back.”

Helpful Report

Posted 6 years ago

Hi Peter, We sincerely apologise for the issue you received with your order; this was the result of a human error in packing; a mistake we take full responsibility for, and will do everything we can to minimise in future. We try to maintain 100% accuracy in our picking and packing at all times, but I'm afraid mistakes do occur occasionally, and we profusely apologise for this. We understand that we have disappointed you: your feedback has been forwarded on to our packing teams to limit similar incidents in future. If you wish to discuss this further, you can reach us on 0800 130 3377 or email us at info@infinitymotorcycles.com. Kind regards, Jonah

Posted 6 years ago

“Advertised as in stock and was not, two weeks no feed back had to chase and then to be told the item would be another two weeks. Very poor, fast to take money not so good on communication.”

Helpful Report

Posted 6 years ago

Hi Tim, We appreciate you taking the time to provide us feedback on our services. We're sorry you were unhappy with the services we provided and would like to do whatever we can to make amends. We try to maintain the utmost accuracy on our stock levels at all times. However, with the extensive inventory of items we have available, there are times where we experience a depletion of stock without our prior knowledge. On this occasion, we needed to order the item from our supplier and we were unaware that the item wouldn't be available for dispatch until a future date. We understand that we have let you down; your feedback has been forwarded on to our logistics team, who will put more preventative measures in place to limit these incidents and improve stock level accuracy. We apologise again profusely and would like to do whatever we can to satisfy you. Kind regards, Jonah

Posted 6 years ago

“Sold item not in stock. Had to wait over a week for my money back.”

Helpful Report

Posted 6 years ago

Hi Mark, We're sorry you received a negative experience shopping with us. We value your feedback and would like to do whatever we can to improve our services anyway we can. We try to maintain 100% accuracy on our stock levels at all times. However, with the sheer volume of products we have available for sale, and the demand for popular items at times exceeding our expectations, there are times where we experience an inventory shortage, or an item becomes discontinued without our knowledge. As for your refund, we processed this request as soon as we received it, however, it can take between 7-14 days for the money to appear in your account. We understand that we have let you down, and for that, we apologise profusely. Kind regards, Jonah

Posted 6 years ago

“order was 13days late. when I called about this I was told you were out of stock and to change colour was twice the price. I was told a email had been sent the day before but to this point still haven't received one. verry poor service.”

Helpful Report

Posted 6 years ago

Hi Michael, Thank you for taking the time to leave us a review; your feedback goes a long way in providing the best possible service to loyal customers such as yourself. We apologise for the stocking error; we try to maintain 100% accuracy on our inventory levels at all times. However, with the sheer amount of products we have available for sale, there are times where we experience a depletion of stock. On this occasion, we were unaware that the product was discontinued by our supplier. I'd like to apologise again for the issues you experienced with us, and for failing to inform you of this within a reasonable timeframe. This will be addressed so future experiences you have with us will be smoother, but if you have any further concerns, please do not hesitate to contact us on 0800 130 3377 or email us at info@infinitymotorcycles.com. Kind regards, Jonah

Posted 6 years ago

“Massive joke”

Helpful Report

Posted 6 years ago

Hi Roman, We're sorry you had a bad experience shopping with us. We take your feedback very seriously and would like to do whatever we can to improve our customer services. We extend our fullest apologies and would like to find a way to appease you. Kind regards, Jonah

Posted 6 years ago

“I went in for what I thought was a straight forward swap of an Arai helmet that I had ordered online but turned out to be one of the longest exchanges I have done in my life. The staff (an older guy and his younger assistant) at GPS were particularly not helpful at all. This ended up making me reject the helmet altogether and ask for a full refund. Worst experience ever and will never shop at Infinity Motorcycles again!!”

Helpful Report

Posted 6 years ago

Hi Joyful, I'm sorry to hear you were not satisfied with the service you experienced with our GPS branch. We take your feedback seriously and would like to do whatever we can to improve our services. We want to offer a pleasant experience to every customer that walks through our doors, and we apologise for disappointing you. Regards, Jonah

Posted 6 years ago

Infinity Motorcycles is rated 4.7 based on 8,855 reviews