Cycle Surgery 

Currently sat in parcelforce depot at 8.30 on a Saturday morning because cycle surgery could not sort out my delivery. Customer service has been very unhelpful. Particularly annoying to receive multiple emails asking me for feedback on my bike, which I still have not received.

Helps if your staff are in the shop to serve you. Been left standing and waiting twice so left on the counter and bought elsewhere.

I cannot complain because I recently bought a Cube ebike from them online and their customer services are very helpful and prompt.

My bike developed a problem on day on even beforeI'd had chance to ride it. A small piece of plastic fell out of the frame housing and they are sending Parcelforce tomorrow to collect it.

Just hoping they stay in business long enough to issue me a refund! HavIng read some of the poor reviews I have to say that some of the issues tend to be a bit trivial and not typical of my experiences

Heard about their poor reputation, but when I went to purchase a bike last summer, I've got great service at their Holborn shop.

Been using their repair services at Bishopsgate and King's Cross ever since, and they've been super-helpful, trustworthy and effective.

So for me it's 5 stars.

Ordered a specific item online which consistently on other websites was out of stock.
Easy to navigate site and received my goods within 24 hours of placing my order.
In short, prompt efficient service, will shop with them again.

Ordered a bike online - went to the store [London Victoria] and the store had closed, happened to be the one I was meant to be picking up my bike from.

What I will say, I called another store (as the phone number on the confirmation email doesn't work...) and the guy was able to cancel my order for me and had the bike I wanted in stock.

In summary, this company is a donkey when it comes to ecommerce, but the instore experience is good!

Still 1/5 for wasting my time and effort.

Great customer service at the Port Solent store. The bike only took 3 days from ordering online and being ready for collection in store. The free 3 year extended warranty is a great bonus.

Excellent service, on line shopping experience was great, and the delivery was received on time, before we traveled back to South Africa. Well done!

I would have given no stars if it were possible. Sent my bike (working perfectly) for premium service and when returned could not cycle it in 2nd gear. Sent it back and supposedly they did something but explained they had no spare parts. Still could not cycle it in 2nd gear and now cant in 3rd gear. Rang again and was connected with the workshop who took ages to answer and despite offering to give the bike details said they could not tell me if they had the spare part without me bringing in my bike YET AGAIN. No more Cyclesurgery for me. NOT the place to get your bike serviced.

I ordered a new bike from Chertsey Store which they obtained from another Branch and advised me when the bike was ready for collection, very pleased with the service.

Ordered a bike during there black friday sale. No contact for 2 weeks despite a lead time of between 7-10 days. Having finally got through to customer service they stated the bike is not in stock at the supplier and they have no clue when it will be there. Avoid this company if you actually want to ride your bike before next year.

Absolutely appalling service! First, I received only confirmation of my order stating that a follow up email would be sent once the order was ready for shipping. That email was never received. Then when I finally received the package, it was with surprise that I opened it to find a box labelled 'Mat Blk Pink - size S' and inside that there was black helmet in size M. What I ordered and received confirmation for was a pink helmet in size S. How can this possibly be explained?

Impossible to get through to talk to customer service on the phone.

Never again!

Hi

I emailed Monday NO REPLY, emailed Tuesday morning NO reply. I have to say the level of service and order information is VERY poor. I called Tuesday afternoon regarding my order taking 15mins to get through. I was told that once my order dispatched I would receive shipping/tracking information. The customer service person didn’t know at the time when it was going to be dispatched.

Not 2 hours later I receive a message to say might order is dispatched but no track is available on my order.

The customer service person said to call for tracking information, tried this morning and “Due to high call volumes you are not answering calls about tracking”.

This is a large item being a bike and need to know when it’s going to arrive to ensure it can be accepted.

In this day and age this is VERY poor service.

Geoff

A Children in Need cycle jersey was purchased and delivered easily, and happily.

I ordered a bike on their website and…
I ordered a bike on their website and then checked the reviews here and freaked out.
To my surprise the bike was delivered on time and there’s absolutely nothing wrong with the bike. I am extremely satisfied so I ll just leave a positive feed back.

Mixed experience, some staff really helpful, others objectively rude. Take your chances.

Oh dear! First (and last) time customer. Attended store in Kings Cross - despite no other customers it seems I was studiously ignored by staff. (Previous reviews have mentioned same problem)

Called Customer Services - option 1 to speak to staff repeatedly rerouted me back to the initial recorded message. (Previous reviews have mentioned same problem)

I placed an online order with next day delivery. Waited in all day Friday - no delivery. Emailed customer services - we'll get back to you - they haven't! No attempts made to ameliorate the situation. Eventually order delivered on the 4th day. (Previous reviews have mentioned same problem)

I'll shortly be purchasing TT and Road bike but not from Cycle Surgery. As a member of two clubs I will be spreading the word..."caveat emptor".

Amazing service within a short time. Everything I needed (Advice on Equipment, availability and bike service) has been arranged during my lunch break. Couldn’t be better. Saved me a day. Also very friendly and competent customer service team.

Bike should have been delivered last thursday then they tell me monday . Iit still didnt arrive and after ringing 3 times no one can tell me where the bike is or when I will get it and they dont seem to care either . Wont use again

I purchase a bike for my sons birthday along with a helmet. The helmet arrive wrong style sent and it took 17 days to receive the bike after many emails phone calls. AVOID,,, The bike arrived in bits with no tools or instructions,,,