Cycle Surgery 

Excellent, efficient and polite service. Thank you Cyclery!

Godawful company. Little to no surprise these guys are shutting their doors. Long story short, they had one bike in stock in the size I needed on close out - only one in country from what I could see. I had to make the purchase through BTW scheme. Myself and my employer managed to get the voucher sorted in the space of a morning and over to them. All the while I had spoken with them to ask if they could take the bike off the site or could I non-refund deposit pay it to ensure they could take it off whilst the voucher came over - simple answer NO. Voucher with them on the friday, I was in email comms with them ASAP to ask that now they had the payment could they take it off the site. No, have to wait for accounts team. I warned that this could easily see the bike go from stock being last in country. Low and behold, the bike sells to another despite me making every attempt to ensure that it didn't. Being clear, they had full payment of the bike with the scheme voucher, yet did nothing to help ensure the bike was not sold from under me. This review goes for themselves and the parent company Outdoor and Cycle Concepts. Utterly useless and zero customer service.

No surprise at all they have closed their doors. Gone are the days you had a relationship with your local bike shop.
High staff turnover, mechanics not really up to the job (on one occasion a wheel came off during a ride! They did pay for the damage, but still!) and increasingly exorbitant pricing cannot have helped.
Overheads, I hear you say? £60 - 90 an hour workshop charges and you have to pay for the full hour, even if the job is 10 minutes. Bloody hell! Am I really alone in finding that absolutely outrageous?
I have lost track of the number of friends who have come away from their local bike shop absolutely enraged as what would once have cost £40 now comes to well over £100 regardless of the work done.
Here in Camden, Cycle Surgery AND Evans have gone and I can’t see how the Giant Store can survive as it is in fact one of the worst for customer service.
All these new cycle lanes? Who will use them? If even a minimal service costs some way north of £100, who will even bother running a bicycle?
True, the market has changed and quality brands have been squeezed-out by Chinese junk, but the bike shops have unarguably played their part in killing off their own industry.
We want to go green, do we? Bikes are green, aren’t they? Well, try going into a bike shop with an old bike and see how the bill to revitalise it is absurd and unacceptable. They want you to buy a new one. Even assuming you do decide to pay, the work they do will be deliberately indifferent In order to punish you for refusing to buy a new bike.
If the 2012 Olympics didn’t get the nation out on bikes, nothing will. Covid-19 and sky-high pollution levels anywhere near rush hour - who wants to breathe all that in?
And now we have electric bikes and, of course, scooters.
The bike is dead. But not as dead as the bike shop.

I bought a bike from their site, the collection date was reasonable. After my order, it postponed and postponed. But they never tell you this, unless you chase them like a mad dog, they don't open their phones, never. You have to stop your daily life and chase Cycle Surgery for your paid shopping. They told me it may take another 10 days to deliver but, maybe more as they have no idea about their 'couriers'. Now they are closing altogether. Did I shock? No, they deserved all. Now I wonder how many years it will take them to pay me back.

Payed £999 for Cube bike. Money was taken and over 2 phones calls I was ensured the delivery would come after 2 weeks. The 3rd phone call after 2 weeks revealed the bike was never in stock and the money would be refunded after 5 working days. No comprensation offered. Still waiting on the money. If this was ever a serious company, they no longer are. Avoid.

Bought fox enduro pads before lock down and they have now cracked so I tried to send them back for refund. Unfortunately their suggested carrier, Collect plus, lost the parcel one month ago. So I'm still awaiting refund despite many many emails on topic to collect plus and cycle surgery

Collect plus state that cycle surgery need to submit claim to them ... Cycle surgery state that I need to submit claim to collect plus (which I have) ...

Still awaiting refund for pads and collect plus service (they charged me just under £5 for return and lost parcel!!!)

Order No 35132213 Ordered a bike way back in April along with a number of other accessories. The bike finally arrived and was within the estimated 3 week time frame. However it had no pedals, no wheel lock removal key either. It was a birthday present. Checked all details and the manufacturer website too and pedals should have been included. It took a good few emails and phone calls but none of these items were sent. I think there were difficulties aggravated by COVID 19. Eventually I went to Halfords and bought some pedals. On riding the bike the gears were a shambles not adjusted at all again I suspect a COVID 19 related matter. Cycle Surgery agreed to refund me the additional expense incurred to get the bike serviced and refunded me accordingly. Thankyou to Bryony in customer team for sorting. The bike I bought was excellent value in the sale and whilst I had some protracted issues I am overall very pleased.

Ordered a bike a few weeks ago, understandably there was an expected delay. Had to chase up my order otherwise I doubt they would’ve contacted me. Finally the bike was dispatched on a 48hr delivery. 3 days later - still no bike! Poor communication from the supplier and the delivery company. I shall be contacting trading standards for advice on how to appeal for compensation and my money back.

Absolute shambles of a company. One girl left me a voicemail and didn’t hang up the phone properly so I could hear her and her colleagues mucking about for the whole 7 minutes. Clearly couldn’t care less.

Cancelled my order and now purchased another bike with a more reputable company. Requested a full refund within 48hrs following advice from trading standards and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK).

Watch this space.................

Ordered a bike from here - admittedly it was cheaper than anywhere else but obviously for good reason. No mention on their site that the bike wasn’t in stock. Delivery was estimated about 2 weeks away which I thought ok covid 19 let’s give them a chance. Emailed them after a week to check for an update as received no email apart from initial order confirmation. Responded to my email saying there would be at least another two week delay. Would they have let me know that if I didn’t chase them? We’ll never know. Covid or not no one is taking 4 weeks + to deliver anything so I think it’s a poor excuse for the delays. Understand they are closing down now and not surprised why. Disappointing. Given two stars as when I cancelled my order they were pretty quick to do it.

Ordered a new Whyte bike for my wife in the closing down sale. Very happy with the bike and service provided, had very little to do to set up the bike once it arrived. Customer services were helpful with any queries I had. The courier “Parcelforce” were terrible and took 13 days to deliver it. This is no fault of Cyclesurgery

Absolute shower of s hit e! Purchased a Giant online which was in stock at point of purchase. Noticed 10 days the later the order status had changed from 'Processing' to 'Received'. Asked them for an update at which point they told me the bike was out of stock. Wouldn't have bothered telling me if I hadn't asked. Don't refund your money at the same speed they take it either. No wonder they're closing down, they're an absolute joke.

I bought a replacement wheel for a great price. I was updated ref a possible delay in dispatch, but there was no delay, and the item arrived really quickly. I had read some poor reviews, so I was initially worried about using Cycle Surgery. But everything was awesome

Ordered a bike and got an email on the last day it should have been delivered saying it was delayed. Apology, but no explanation of why there was a delay and no new delivery date.
I have emailed asking for new delivery date but not hopeful reading reviews here.
Update - bike finally delivered after I asked for a refund. Quality is fine but setup not the best, brake and gears work adequately but still need adjustment to make both brakes match and improve gear changes, seems hastily set up.

Tried to make two orders through this lot 4 weeks ago now. First order got cancelled without any notification to myself, let alone an apology. Second order I had waited for four weeks, even though I was told the order would be with me within the allocated delivery period of 2 weeks. Customer services don't have a clue what's going on. Complete lack of communication. False advertising. Safe to say they won't be missed...

I bought a Specialized Allez road Bike one week before lockdown in the cycle surgery Great Portland branch. The guys who served me were really helpful and spent some time giving me the alternative options to enable me to make a decision. It was great experience and I am extremely disappointed to learn that the high street branches are closing :( I still don’t even have my cleats and shoes yet.

Easy online order and agile cancellation.

Ordered over £400 of rebuild parts for a friends bike rebuild, realised I'd ordered the wrong parts and I emailed through at 8.30pm to change. I got an almost instant reply advising the order had been amended.

CRC would not have the same agilty here and would end up paying the circa £5.00 to return and the faff of doing so.

Well done, experiences in the shop in Portsmouth (near the port) have been good also - once whilst on a Tandem ride from Oxford to North France I stopped off to switch my single MASSIVE Ortlieb pannier for 2 smaller backrollers at Cycle surgery. After a little out of the box thinking, the sales staff agreed to post my pannier bag back home and let me buy and fit the new back rollers. Its times like this that really help you out.

Thanks

Don’t trust CycleSurgery. Had a new tyre from them in January 2020, for which I was overcharged. Appalling, rude staff and had to have replaced today because the tyre they fitted was an old one. I feel Completely fleeced by them.😖

I ordered a rucksack from Cycle Surgery, the ordering process went relatively smoothly, however Yodel the chosen courier never delivered, apparently they couldn't find my address.
I rearranged delivery for the next day, only to be informed upon checking it had been returned back to C.S !!
On speaking to Cycle Surgery, and asking if they could redeliver Via Royal Mail. I was told Yodel was the only courier they used and it was unlikely. I would have to wait for a for it to reach the warehouse before a refund would be issued and then to reorder again.
Well, Cycle Surgery, I did reorder, but from a competitor.
Your web chat was good, you went through the motions but you didn't resolve the issue.

I bought some cycling shoes from this company a week ago and was told yesterday that my delivery was delayed only to find this morning that I've been refunded my purchase - all with zero communication from their customer services team (who I contacted and was told I would be getting express delivery!). Avoid this company, back to Wiggle for me!

Had my bike serviced last Thursday. Engineer (Javier) called to say the pads and chain needed changing. He asked if the chain had been slipping I told him no. He confirmed the the pads and chain were within acceptable limits, so I said why would I change them? He changed one set of pads, even though I told him not to. Also, the chain has now started to slip badly, so I took at look at it, and guess what, it was not the chain the bike had on it when I took it in for the service. Cycle Surgery has some explaining to do and this is not the first time either.