I dealt with the person who wrote the 1 star review. I am one of the owners, not a manager. Unfortunately there is no way to attach a comment to his review, so I am responding this way.
Raleigh USA refused his warranty claim because he does not have a sales receipt. He did not buy the bikes from us otherwise we would have reprinted his receipt from our POS system.
He did not or could not get a copy of the receipt from the store he says he bought them at.
So, Raleigh did what most companies do when there is no proof of purchase, they offered him a big discount on new bikes. He declined their offer.
We do think he should have got replacement frames. But bike stores are resellers, like Best Buy sells Sony, the brands decisions are not ours to make.
We also think he should have taken up Raleigh's offer.
In any case, I am disappointed he feels he wasn't treated right by us, and will work harder to communicate warranty requirements to customers more effectively.
Lesson learned: Keep receipts for big ticket items.