TopGear Karting — Local services in Belmont

Initially booked for my son and I in December 2020 just days before lockdown. Received an e-mail to say booking was cancelled. My three subsequent e-mails to ask for a refund were ignored. Eventually called to reorganise and was looking forward to it.

Minimum age/height requirement on website says from 8 years or 4ft 2. My son is 9 (almost 10) and 4ft 3. Upon arrival he was taken to a kart and "fitted". He was told he couldn't kart because his knees were locked straight when depressing pedals (they weren't) and if he crashed he could break both of his legs.

I was told that in the small print of booking confirmation terms, it outlines that despite meeting minimum height people may not be able to kart (it doesn't).

I suggested that this be made clearer on the main section of the website to avoid similar episodes repeating themselves.

I was refunded however it was scant consolation for a wasted 60-mile round journey to be told my son couldn't kart, despite fulfilling the minimum age and height requirements on the website.

** My son sat in the kart and was asked to depress the pedals and was told his legs were locked straight; they weren't. You took dislike to the fact I asked to see my son fitted into the kart myself.

"Come down to the track and measure up" is a lovely customer-friendly line but leaves a bit to be desired after a wasted 60-mile round trip. Maybe like I said, if the wording regarding borderline cases was CLEARER and on the MAIN section of your page, a the level of disappointment would have been avoided, i.e. "we reserve the right to size up individuals meeting minimum age requirements with borderline height in karts on the day and make an informed judgement on whether they can operate karts safely." Signposting this clearly would be way more beneficial for...

Please read full post and update, originally given one star, now under new management.

Totally unbelievable, I have been coming here for 18 years and never experienced a trip like this!! Totally disorganised, rude, shouted at me and my 13 year old son!! No communication as to what was happening!! Started the safety video again as my son was doing his shoe lace, I’m shaking and I tears!! I just can’t believe we’ve been treated like this what a disgusting person ! Clearly needs some management training and basic manners, don’t think we’ll ever be able to come again after this!, ruined the whole trip and both our days!

Edit in reply

My son also pointed out that, during the last half term when we came three times in a week, he didn’t watch the safety video on one of the occasions. Clearly health and safety being your top priority I suggest you also check the cctv from then too. If your staff member felt there was an issue with his attention then he should have spoken to him, I’m sure he isn’t qualified to assess or know my child well enough to comprehend his level of comprehension, not just turn the video back, which was when I spoke up! I do hope the cctv also has sound I’m more than happy for you to hear what I said, I think you’re find it beyond words to see how he responded to me, as at that time we were the only ones in the room, you will also see my reaction as he left. I will respond on here so all communication is visible, I will not be emailing you! 27 Jan 2025 update I have spoken, to head office today and I’m so impressed, wish I had at the time of my complaint last year, there is now new management and they couldn’t have been more helpful and professional! Thank you for listening and dealing with my query,, we look forward to...

Dont go off the 4ft 2 requirements as my son is 4ft 3 and they still refused him on the karts. The Stig that is the hight marker is above the 4ft 3 mark also, so very misleading and time wasting. I even offered to put a tape measure against the sign but got the usual snotty reply. I told them to change the requirements stated online to 4ft 3.5 and left. Never again. And to think i used to fix their bent chassis on the karts 20 years is a piss take. Doesn't cost anything to be polite instead, i got a snotty cow who claimed she had been there 5 years. Avoid....

Went to the outdoor one at Sunderland. Staff were spot on there and offered my son to sit in the junior karts just to make sure. He loved it and its a faster bigger track with a better selection of karts.

Reply to response from owner.

To say in your comment i was aggressive/abusive is an absolute joke. Plus i had my son with me so why would i. I said to the lass "you should update your website to state what hight your now saying as it clearly states 4ft 2 on your website and its just as well that i hadn't drove far as your information is misleading, imagine if a family had travelled some distance then turned away. I also questioned the hight on Stig where you have a small orange sticker that is not shown online and offered to put a tape measure against it to show and left without argument. If you cant take constructive criticism, your in the wrong job and to say i was abusive/aggressive, thats just plain slander. Im sure your cctv will show otherwise and you'll be hearing from my solicitor for...