Above and beyond exceptional service at the Two Wheel Centre

It’s always worth letting folk know if the service you receive falls below what you might reasonably expect. By the same measure it’s worth letting folk know if the service has been good,

The reason for this post is to say the service I received from the Two Wheel Centre in Mansfield was exceptional.

The Two Wheel Centre

The Two Wheel Centre describe themselves as a ‘family grown business’.

A look at their website and the page with staff ‘pen pictures’ backs up that statement.

The business has been around since about 1985 and is based in the market town of Mansfield. In addition to new bikes they sell a range of used bikes, helmets, clothing, parts and accessories. It was via the accessories line I had my first contact with them.

Back on the road

In my last post I wrote about getting back on a bike after 277 days. If you missed that post you can see it at this link

The 277 day absence wasn’t one of choice – but one forced on me by the events of last June.

Getting back on the road meant a change of style of bike that I could ride which in turn led me to buying a Honda CMX 1100 DCT SE.

No bits in the garage that fit

I’ve had a lot of bikes over the years but of all the bits and pieces that I have from those other bikes – next to nothing fits on or is usable with the CMX… not even a paddock stand (but that’s another story).

One of the early things I decided to do was to swap the OEM rear light and number plate holder with a neater and smaller tail tidy.

The R&G option looked the best bet. A quick trawl of the internet brought up The Two Wheel Centre as looking the best place to buy. Competitive pricing and a clear delivery and returns policy was promising.

Ordered and delivered

The tail tidy was ordered and delivered promptly with first class communications along the way. On arrival I put it in the garage and didn’t look at it again until the following week. Once I had time set aside to fit it I opened the packaging scanned the QR code and downloaded the clear instructions with step by step pictures from R&G.

Within 10 minutes I was scratching my head. Before I had loosened the retaining screws for the rear fender there was a mismatch with the pictures on the instructions and what I was seeing in front of me.

The fastenings to loosen the plastic box above the battery were different. Critically the description of where and how the wiring was routed was also completely different.

And where the tail tidy was due to fix to the fender there was no chance that it would fit flush due to the shape of the fender surface.

Back to the drawing board

So it was a case of back to the drawing board to try to figure out what bit was wrong. The part I had received did match the part I had ordered.  The online R&G description did describe the part as being for my bike. But further research indicated that the answer seemed to be the 2025/26 model of the Honda CMX had changed. It had changed in how the wiring for the rear light unit was routed and the thickness of the steel of the rear fender. It was time for me to contact the Two Wheel Centre and see how they responded.

To be honest I suppose I could write a list of superlatives.

But if I said that I can’t think of what they could have done better, that should tell it’s own story.

I described the issues in an email and then spoke to Aimee who looks after online sales and nothing seemed to be a problem.

Aimee told me she would speak to R&G and get back to me. In no time at all I had a message to say they would be sending me return instructions.

Expectations surpassed

I expected the instructions to be the address for me to send back to, and a recommendation to make sure it was sent recorded delivery. That wasn’t what happened.

The next communication was to check what day would be convenient for them to arrange to collect it!

And that’s what happened a few days later DPD turned up, put a sticker on the box and off it went. I didn’t even need to wrap it up or pay for return postage.

The product went directly back to R&G and a refund was promptly processed back into my account with excellent communications at all times.

Hats off

I was obviously disappointed the tail tidy didn’t work out. But it’s often when things go wrong you find out how good an organisation is.

Throughout I was treated courteously and promptly with numerous apologies that they hadn’t been able to help me on this occasion.

What can I say other than thank you and hats off to Aimee and hats off to The Two Wheel Centre.

Next time you’re looking online for parts I’d say check this place out – they really are decent.