Highland Bikes Avis 

Réponse de Highland Bikes

25 sept. 2026

Thanks for taking the time to leave such a positive review. I hope you'll shop with us again some time.

Réponse de Highland Bikes

25 sept. 2026

We have requested further information from you via Trustpilot because, if this genuinely relates to an order placed with Highland Bikes, we would like the opportunity to investigate it properly.

There are, however, a number of aspects of this review that currently lead us to question whether it may have been intended for another retailer with a similar name.

Our website operates using a live stock feed, meaning that customers can generally only order bikes that are showing as available. While occasional stock discrepancies can occur, these are rare and, where they do happen, we would normally contact the customer promptly to explain the situation and discuss the available options.

More importantly, we have checked our records and cannot identify an order matching the circumstances described in this review. We cannot find your name associated with an online order, we cannot identify any relevant email correspondence, and we cannot find a bike refund corresponding with the circumstances described.

We have also noted that the location associated with the review is not an area to which we would typically ship bikes. These points have made it difficult for us to identify the transaction referred to in the review.

If this does relate to an order placed with Highland Bikes, please provide the order number or any other relevant details through our Trustpilot information request and we will be very happy to look into this for you. It may simply be that there is some information we are missing that will allow us to identify the transaction and understand what happened.

If, however, the review was intended for another retailer, we would appreciate it if you could let us know so that the review can removed.

Réponse de Highland Bikes

25 sept. 2026

Thank you for taking the time to leave your review. We are sorry that you found your visit upsetting, but having taken some time to fully investigate the incident and having reviewed the CCTV footage carefully, we feel it is important to correct several factual points in your account.

The CCTV shows that, after entering the shop, your daughter was placed on the floor and immediately made her way to an electric bike positioned in the middle of the store. She vigorously shook the bike to the point that our member of staff was concerned it could fall over. Your daughter then moved to another bicycle amongst a row of displayed bikes and did the same thing. It was at that point that our staff member intervened and asked you to supervise her.

This is materially different from the description in your review of a child who “briefly touched the tyre” and “did not climb on, push, or attempt to interfere with the bike”. The CCTV clearly shows otherwise and provides an objective record of what occurred.

Importantly, our staff member had no knowledge that your daughter was autistic when she intervened. Her intervention was based solely on what she was seeing and the potential safety risk. We would have made exactly the same request of any parent whose young child was repeatedly shaking bicycles in this way.

As a bicycle retailer, we have responsibilities to maintain a safe environment for our customers, staff and others who enter our premises. Preventing bicycles from being knocked over or handled in a way that could cause injury or damage is therefore a genuine health and safety consideration, not simply a matter of shop preference.

Once you explained your daughter's circumstances, our staff member responded that she was autistic herself. We understand that you interpreted this comment negatively, but it was intended to communicate personal experience and understanding of autism, not to dismiss your daughter's individual needs.

Highland Bikes takes inclusivity seriously. We employ people with a range of abilities and circumstances, including autistic members of staff, and we are conscious of our responsibilities towards customers with additional needs. We believe inclusivity and safety are entirely compatible, and that asking a parent to intervene where a child is handling bicycles in a way that creates a potential safety risk is both reasonable and necessary.
The entire interaction, from entering the store to leaving, lasted approximately 40 seconds. Unfortunately, your family left before there was any meaningful opportunity to discuss the situation further or establish whether there were any particular adjustments that might have made your visit more comfortable.

We are therefore unable to accept the description given in your review as an accurate account of the incident. We fully respect your right to express dissatisfaction with your experience, but we also have a responsibility to defend our staff and our business where factual statements in a public review are contradicted by objective evidence.

We remain confident that our staff member acted reasonably in the circumstances and that her intervention was prompted by a genuine safety concern, not by your daughter's disability.

Réponse de Highland Bikes

21 sept. 2026

Thank you for your review, and we're pleased to hear that you had no issues with your Moustache e-bike when you purchased it from us three years ago.

As you acknowledge, we no longer deal with Moustache, and unfortunately this meant that we were unable to obtain the specific touch-up paint required for your bike through our current suppliers.

We're sorry that we weren't able to assist on this occasion, but it certainly wasn't a case of being uninterested in helping. Had we been able to source the correct paint, we would have been happy to do so.

We appreciate that this wasn't the outcome you were looking for, but unfortunately we can't supply a product that we are no longer able to obtain.

Réponse de Highland Bikes

21 sept. 2026

Thanks for using Highland Bikes and for your review. Hopefully next time we'll get that last star.