really nice staff (Max) but completely inaccessible. Phone lines don't answer and emails can be a week or more for a reply. This made the experience frustrating and disappointing as communication is key - especially when buying something as significant is a pricey Tern bike. I would suggest employing more people to man the phones and respond effectively to queries. Several 30+ minutes left on hold with no eventual answer is not good enough. Plus a phone line that 'Fails' when called too. But as I said very nice and helpful staff when eventually you do make contact.