Urban Cyclery 

very poor standard of service from this company, I would recommend avoiding them for any business in the future.

don't reply to emails, phone calls, Facebook messages or paypal channels.

misleading lead times, take 60% longer for the item to arrive than promised, make no effort to inform you when things change

untruthful with regards to dispatch etc

Certainly would not use them again - much better retailers out there! I spent £1400 and felt like an inconvenience.

The Bike is amazing - despite indexing and set up being poor

I bought my 1st road bike at UC 5years ago and since have bought another 2, had numerous bike fits, mechanical work and my body weight in cake and (good) coffee. Realistically I'll be buying any future bikes here too.
Nothings too much hassle - the number of times I text Sam at random times of the day and get a reply with a plan is unmeasurable.
Whenever I pop in to the shop, there's a number of people who've also just popped in for a chat or a browse. I've learnt a lot about cycling from these guys.
There's nothing like having a relationship with a good independent bike shop and the guys at Urban Cyclery have welcomed this ignorant newbie into the fold.

My experience started of well and they are obviously friendly guys who know their stuff.
I purchased via the phone with delivery of a bike by courier. I would caution anyone from mail ordering with this company.

Issues faced:
1. Despite being clear on delivery dates, the bike did not arrive first time. This was blamed on the delivery company however the delivery company have no records of the tracking number (which was provided to me by Urban Cyclery however I could not locate it on the tracker system).
2. Bike arrived second time (again, initially with an incorrect tracking number). When bike arrived, Urban Cyclery had obviously scratched the beautiful steel frame when assembling the bike.
3. The bike did not come set up as specified, e.g. different handlebars not in accordance with the specification.
4. Generally poor email communications keeping me updated on delivery or about the scratching of the frame.
5. To be fair, they provided a reasonable good will gesture to apologise however as part of the gesture they said they would send touch up pain but did not.
6. The gesture was adequate however I have been waiting over ten days for the package to arrive!

What have you sold me you b######s! A gentle ride off nights was the thought but the new bike had other ideas and headed for the hills with me clinging on for my life.......Pembrey mountain passed in a blur as did Meinciau f*****g hill...and on it went until I'm in Carmarthen pretty much with little food or drink and a climb profile of nearly 1000m under my belt, 😆 Fecking awesome machine ta 😉

Great service and friendly helpful staff from the counter to the mechanics whilst having my road and mtb repairs .
Very lucky to have urban cyclery as my local bike shop !

What can I say - one of the most painful online shopping expriences ever!
Ordered and paid for a chain for my Cinelli on 20th June. Rang a week later to find out where it was and was told the order appeared to be open but the guy didn't know what was happening. He would get his colleague to ring me back. Needless to say he didn't. Emailed but never got a reply. Rang again to be told the item had been despatched with Royal mail and I would get it shortly. When it didn't arrive I rang back and was told 'sorry about the crossed wires but it hadn't been despatched and was not in stock yet'. Crossed wires???? How were they crossed??
Emailed a few days later and was told delivery was expected mid week and it would be sent out on a 24 hour service - this was the beginning of week 7th July. Well here we are, July 19th, no chain, two unanswered emails (allbeit one of them was rather curt), but nothing !!! Bought my Cinelli Vigorelli off them three years ago and had a very very similar experience. These guys need to sort themselves out. I will not be buying from them again.

Exemplary customer service after I mistakenly ordered an item that wasn't in stock. Excellent comms about alternatives and when I finally made my mind up, the item was with me with me inside 24 hours, with a little gift to offset the disappointment of the original item not being in stock.

Can't ask for more than that, really!

I've bought both online at Urban Cyclery, and recently in their store during a visit to South Wales, and they've been great both times. Web order was for a Genesis Day One 2014 which arrived only a few days after ordering, and all I had to do was to put the bars back on and straighten up. It was finely tuned and ready to ride otherwise. Before I placed the order I had phoned to speak to one of the members of staff, and they were more than happy to talk me through the Genesis range, specs and which model would suit me. Patient and knowledgable.
Whilst on a trip down to South Wales over the summer, I dropped in as they've recently moved to a new bigger premises, near the Gower peninsula which is an incredible place to ride! It was a superb shop, with loads of character and great range of bikes, clothing and also a few extras, like some nice rucksacks from Mission Workshop. I had a free cup of coffee and left feeling like there was a real atmosphere, as all the guys who run the business rode and lived bikes!
I'll be dropping by their website again, and hopefully the shop too!

I rarely write reviews online but I have made a special case here because of the way I have been treated as a customer. I ordered a pair of shoes on 3rd May for my birthday on the 28th, a gift from the in laws.
In the last month I have emailed Urban Cyclery four times to get some information on the whereabouts of my order. They never replied, not once! I called on five occasions; the first time I was told someone would get back to me, they never did. The second occasion I was told my order would be with me in one week (great before my birthday), they never arrived; so I call back a third time and was told the person who dealt with online orders was on holiday and no one could help me (weird!); the fourth time I spoke with the manager Sam, he said he would call me back but never did. When I called him back he said my order would be with me the next day but the shoes never arrived. I spoke to Sam, the manager, again today and he now tells me there are no shoes!
I’ve been ignored and lied to throughout my shopping experience. Even the manager chose to tell me the shoes were being shipped! When I informed them of similar disappointing experience on their Google reviews I was told, again by the manager, that four out of 18 is not very many. It is, it’s 22% of customers, 26% with this review. I’m shocked, you’re in denial! Boo! Boo! And boo again. Just be honest and stop wasting people’s time. I’m a busy man. I never wanted to have to take time out of my life to write this review.

after going to urban cyclery i have always had excellent service ,after reading other peoples moaning about arse savers not doing their job o look its pouring down its not your back end you want to worry about ,its the rest of you haha, personally you need patience for the ones that moan about items not getting to you its oyt of stock should have ordered sooner then ,me i would recommend the guys at urban cyclery keep up the good work

I have never experienced such a bad customer service. I ordered a product that didn't serve it's purpose and the reason I was given for no refund was that they have sold loads of them with no complaint. Really horrible retail experience . Do not use this company.

UC is a small independent bike store in Swansea that I was unaware of until recently. Was recommended by staff in Tokyo Fixed London when I was hunting down a black mission workshop rucksack. I found their choice of products on their website to be good and the site is generally well laid out. Received friendly service, fast delivery and item was well packaged. Ordered the Vandal but was too big so returned for a Rambler and all this was dealt with hassle free. All the postage was free as well and I was kept in the loop at every stage. Very happy with the purchase and overall service. Cheers guys.