Quella Bicycle Reviews 376

Reply from Quella Bicycle

Mar 10, 2022

PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE FOR OUR PRODUCTS AND SERVICES SEE THE LINK FOR UP TO DATE CUSTOMER REVIEWS https://www.ekomi.co.uk/review-quella-bicycles.html In accordance with this Trustpilot review:

Firstly we have no knowledge of this customers name as purchasing a bicycle on our system.

Our Nero bicycle is £379. The weight of the bicycle is circa 12.5-14.5 kgs depending on frame size. We pride ourselves on the quality of our product for the price of the bicycle and the service that then goes with such a product. I've riden my Quella for several years and regularly hill climb on this bike. I've pushed it through all manner of weather and gradients, the Nero is pretty much 'bomb proof' when set-up correctly!

Our wheels weigh and perform as well as any other equivalent product on the market at an equivalent price. You can buy more expensive bikes that weigh more!

Both our spoked wheels weigh 2.5kilos less than a new born baby! For £379 it will be hard to find a bike with wheels that weigh less. It's worth giving us a call Tel: (0333 400 2400) if you have concerns and we can further explain more about the material and weight of our bicycle and wheels and provide more against comparative products on the market. Tel: 0333 400 2400

PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE. FOR THE LATEST UP TO DATE PRODUCT AND SERVICE REVIEWS PLEASE SEE THE ATTACHED LINK https://www.ekomi.co.uk/review-quella-bicycles.html

Reply from Quella Bicycle

Updated Feb 14, 2022

PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE FOR OUR PRODUCTS AND SERVICES SEE THE LINK FOR UP TO DATE CUSTOMER REVIEWS https://www.ekomi.co.uk/review-quella-bicycles.html In accordance with this Trustpilot review:

'Hands up' our mistake here! That said we believe a set of the 40mm inner tubes were placed in the wrong location. Both have the same packaging, so it is difficult to determine whether they were picked from the correct location within the warehouse. Whether they were delivered from our wholesaler with a 40mm pack within the 60mm box or they were stacked incorrectly in our picking location is difficult to say!

We have checked over our picking area and there are no 40mm within the 60mm stock. We have also discussed this with our packing team to ensure that they also review the product information rather than just rely on where items are stored, but again this is a very rare occurrence!!!

Nonetheless as we sent the incorrect valve length we were more than happy to replace these free of charge on a next day delivery which costs more than the items themselves along with a free postage return label so the 40mm tubes could be returned to us. It seems the customer does not wish to proceed with a return and wants to keep the 40mm tubes??????

Please do note that we also build custom single speed bicycles on a daily basis. We hand build these in our workshop and these can vary from simple handlebar changes to complete custom re-sprays. We often hand-build wheels from specific rims as requested by customers and quite often these can be shallow rims, that require a 40mm inner tube! As a result we hold a host of items in our workshop we may not necessarily offer for re-sale but maintain to build custom Quella single-speeds. see: https://www.quellabicycle.com/custom-builds/

UPDATE: WE HAVE ASKED THE CUSTOMER TO RETURN THE ITEMS WHICH THEY HAVE NOT. WE CAN ONLY REFUND OR REPLACE ONCE THE ITEMS ARE IN OUR POSSESSION. THIS IS HOW RETAIL RETURNS/REFUNDS FUNCTION. IF THIS INDIVIDUAL WOULD LIKE TO RETURN THESE ITEMS WE WILL HAPPILY REFUND/REPLACE AS THEY WISH.

PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE. FOR THE LATEST UP TO DATE PRODUCT AND SERVICE REVIEWS PLEASE SEE THE ATTACHED LINK https://www.ekomi.co.uk/review-quella-bicycles.html

Reply from Quella Bicycle

Updated Jan 19, 2022

PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE FOR OUR PRODUCTS AND SERVICES SEE THE LINK FOR UP TO DATE CUSTOMER REVIEWS https://www.ekomi.co.uk/review-quella-bicycles.html

In accordance with this Trustpilot review:

The chains used on our bikes are KMC chains. These chains are widely used on single speed bikes and are industry/globally known to be one of the strongest most robust chains available. That said, nothing is 100% perfect however KMC are renowned for their high quality, particular there 1/2″x 1/8″ single speed chains. We are proud to use them.

In regards to the issue with the frame this is an extremely rare scenario that we handled very much in the customers favour. The bike in question is built from a hi-tensile steel, which is extremely strong in nature and used for most entry level single speed bicycles industry wide.

This bicycle was not purchased from Quella and no control over the manner in it's storage or how it was ridden has been under our control. Our bicycles have been made for over 12 years and are ridden everyday by tens of thousands of people without any such issue.

PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE. FOR THE LATEST UP TO DATE PRODUCT AND SERVICE REVIEWS PLEASE SEE THE ATTACHED LINK https://www.ekomi.co.uk/review-quella-bicycles.html

Reply from Quella Bicycle

Jan 17, 2022

PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE FOR OUR PRODUCTS AND SERVICES SEE THE LINK FOR UP TO DATE CUSTOMER REVIEWS https://www.ekomi.co.uk/review-quella-bicycles.html

In accordance with this Trustpilot review:

Firstly this bicycle has not been purchased from Quella and we are unable to comment on how this bicycle would have been originally set-up.

We were fully open throughout COVID and supplying bicycles and components throughout this period. Apart from new bike purchases (which were on a 2-3 month pre-order basis), all componentry was in stock for warranty replacements in an effort to keep folk riding during the pandemic.

This particular customer had not directly purchased the bicycle from Quella and had allegedly purchased from a company that had subsequently shut-down so the bicycle could not be reviewed by them during COVID.

The customers bicycle was also outside of a warranty purchase.

From images it was badly maintained.

Due to the issues of the bicycle shop closing down, at no fault to this customer, we then handled the situation directly with the closed business whilst supplying the customer with a new bike which we were certainly not at liberty to do. Furthermore, we then sent the replacement bicycle to a bicycle store to be professionally built at no further cost to this individual.

Also this particular situation was dealt with very promptly, however randomly a review posted about this scenario years later now is somewhat odd!

PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE. FOR THE LATEST UP TO DATE PRODUCT AND SERVICE REVIEWS PLEASE SEE THE ATTACHED LINK https://www.ekomi.co.uk/review-quella-bicycles.html

Reply from Quella Bicycle

Jun 14, 2021

PLEASE NOTE WE USE E-KOMI AS OUR CHOSEN PARTNER REVIEW SITE. FOR MORE UP TO DATE AND ACCURATE FEEDBACK ON QUELLA PLEASE VISIT: https://www.ekomi.co.uk/review-quella-bicycles.html

Dear Adam,

Thank you for sharing your experience. Firstly we would always recommend a six week service on a new bike. This is standard practice in our industry and ensures you have set the bike-up correctly and that a trained mechanic can review all manufactured parts are functioning and operating correctly.

I appreciate comfort very much depends on your experience of riding a single speed bicycle with our geometry, for those not use to riding this style of bike then there maybe elements which you feel a sense of discomfort as you adjust to this riding position, but it shouldn't take long!

Rust is down to how the bicycle is maintained. Leaving the bicycle open to the elements and without good bicycle maintain and lubrication the parts may suffer as they would on any bicycle. Always worth keeping an oily rag at hand just to give your bike a wipe down after use, particular in adverse weather conditions and always keep your bicycle covered where possible.

Our bicycles are not known for punctures. Where this does occur it is usually down to incorrectly replacing an inner tube into our rims and also ensuring that whatever caused the puncture has been removed from the tyre before inserting the new tube. If bicycles are not used for sometime tyres can also deflate naturally. When inserting a tube onto a set of rims ensure that the tube does not protrude or twist as this can 'nip' the tube causing an incision or tear. Also it is advisable to pump the tyres to 85PSI. Pumping tyres up too firmly can cause the tyre to puncture when riding, especially when riding over gravel, towpaths etc.

Chain tension thread? Not sure what is mean't here, We use KMC chains which are renowned in the bicycle industry for being exceptionally robust and strong? It is important that when you set your bicycle-up, without using a mechanic, that you set the tension correctly. You should be able to move the chain with your finger approximately 15mm up and down, ensuring the chain tension is not too slack or tight. If rust has occurred on the bicycle then this would also indicate that the chain has been left to the elements and it is important to keep a chain well lubricated.

If you need any further advice relating to your purchase or wish to discuss the above points in more detail we would be very happy to discuss these with you.

We pride ourselves on our exceptional customer service and all our customers reviews are very important to us! We are here to listen, guide and help in every circumstance, whatever your experience of riding bicycles.

We are specialists in single-speed, in-built hubs and pedal-assist electric so please do not hesitate to call or e-mail us to ask any further questions.

E-KOMI IS OUR REVIEW FEEDBACK PARTNER OF CHOICE. FOR MORE UP TO DATE AND ACCURATE FEEDBACK ON QUELLA PLEASE VISIT: https://www.ekomi.co.uk/review-quella-bicycles.html

Reply from Quella Bicycle

Apr 26, 2021

Thank you kindly for your review and recommendations for improving the custom element to our service.

Firstly on rust it is generally as a result of people leaving bicycles outside in all conditions on a regular basis. Most bikes will, if not stored or maintained correctly, incur deterioration.

We are working on website developments and whilst we love providing a 'one on one' service for custom production (and in many cases it does require us to get into verbal discussion regarding the level of detail we make on creating custom bikes) we will be offering a customiser bike tool to allow an element of options to be selected by the customer prior to purchase.

We agree these customiser tools are great and we will be including this development on our website in due course.

And finally to your 'big up', we thank you for sending out the positive vibes for our bike and brand, do give us a buzz if we can support you in any further amendments to your Quella.

Please note E-Komi is the service review site that we use at Quella and would recommend that any customers revert to this site so they may see more regular and up to date reviews for our product and customer service.

Reply from Quella Bicycle

Apr 26, 2021

We appreciate the news of any delay is frustrating, however we were very detailed in our response as to the reasons why this industry wide shipping delay was impacting on our recently expected delivery. We detailed the issue with the Suez Canal incident and the impact this has had on global shipping creating a huge backlog in worldwide shipping logistics from port delays through to container shortages. Container ships can carry upto 20,000 containers each and if you can imagine there were over 350 ships caught up in the Suez Canal incident the impact this has had on logistics has been substantial and will probably take 8-10 weeks to rectify.

Furthermore, the demand on the bicycle supply chain has been immense since the COVID pandemic. Many components for bicycles now have lead times running into two years and we have expertly managed to sort our production to continue a healthy supply throughout 2021 and beyond, which has taken great time in planning and investment. From spokes to tyres the demands on componentry has been relentless yet we continue to produce in a very timely fashion due to very strong relationships with our manufacturers that we have gained through our professionalism and friendship over many years of bicycle production.

It is extremely painful for us as a company to deliver news announcing a delay but to many we are praised for our honesty in approach and communication. Many bicycle companies do not provide any compensation and in some cases have increased the prices of their bicycles whilst on pre-order! However as we do care for our customers and appreciate their support and patience, we have offered a free T-shirt and special next day deliver on all delayed pre-orders, amounting to over £60.

We are also keen not to over communicate in an effort that when we do announce a situation we are transparent in its content, we are always on-hand to answer customer questions or queries daily by e-mail or by phone if you wish to speak to a member of our team in person.

Most of our pre-order customers appreciate that whilst a delay is not the most ideal news the fact that we communicate with clarity and detail they understand the global position on the movement of goods by sea has been fairly intense of late and this has been widely broadcasted across the news.

There is also a very real appreciation from our customers for our further offering as a thank you for their patience particularly for the bicycle industry of late whilst demand is outstripping supply. So we thank those who understand the greater situation and for those unable to wait for our two wheels we will refund immediately upon request.

Please note E-Komi is the service review site that we use at Quella and would recommend that any customers revert to this site so they may see more regular and up to date reviews for our product and customer service. Whilst we take great pride in our product and service we understand there are always areas to enhance and we do read and listen to all our customers.

Reply from Quella Bicycle

Mar 1, 2021

Dear Jim really good to talk with you today and to rest your mind assured over your Quella. I think we we have all been there at times when an item arrives and frustration sets in if things don't appear to be right at first sight. We appreciate your time to return our call and we are pleased that we could reassure you on the quality of our bicycle and support your issues regarding our rims and your running issues with tyre punctures. As described if the punctures continue we would be very happy to help you resolve the scenario and put you in touch with one of our London dealers. Thank you for being receptive and open to our contact and we are pleased we were able to resolve your concerns in a constructive and positive manner. Please do feel free to contact us directly if we can be of any further support.

Reply from Quella Bicycle

Feb 26, 2021

In this instance we requested the customer forward us images of their bicycle. From the pictures provided it was very clear their bicycle had been exposed and left to the elements. There were large amounts of grit and grime around the drive train componentry with strong indications that the bicycle had been left outside uncovered, unattended and uncleaned after riding.

Similarly as to how car brake discs can form a rust coloured coating if left unused over a short period of time we advised to the customer wiping down the area with an oily cloth and lubricant which will remove any rust coloured marks and act as a protective barrier for slightly more exposed steel parts such as axel threads from developing rust coloured marks.

It is good practice to keep any bike covered from the elements, applying lubricant to working parts and components is always advisable and will be one of the main procedures a bike mechanic will undertake in constructing a bike build and service.

It's always advisable to give your bicycle a wipe down following any riding that comes into contact with the elements rain, snow, mud, grit etc, this is standard practice that any regular cyclist will appreciate and understand and enhance the life of your bicycles working parts.

We ride and push our bicycles through the harshest of environments regularly as our team cycle to and from work through rain, sleet and snow pushing the single speed drive through the steepest of gradients. It is very clear when a lack of 'TLC' is given to a bicycle and this was very evident from the images in this case.

Here are 5 key points that will help keep a bike protected from rust and corrosion:

Keep your bike well-lubricated

Don’t leave your bike exposed to the elements

Wash and dry your bike regularly

Install fenders and frame protection on your new ride

Give your bike a proper tune-up or hand it to a professional mechanic to build and service regularly

Reply from Quella Bicycle

Dec 14, 2020

Unusual to receive a 2-star review for a service we have not provided, but glad to see the product worked for you. Halfords usual build the bike ready for you to ride and usually very good at this. Not sure how long the item was in stock with them before they issued the bicycle to you, however they are usually delivered perfectly. We do not place the seat post in the frames when the item is boxed from ourselves, allowing individuals or a mechanic to set the seat height perfectly, this also avoids the unnecessary movement of the post up and down the shaft which can potentially cause scratching from the inner side of the frame. As they mentioned it is also good practice to lubricate seat posts to allow for a less abrasive movement of the component once inserted inside the frame.

Reply from Quella Bicycle

Nov 26, 2020

All our bicycles arrive 85% built. There is very little to do other than to tighten bolts securely with an allen key, screw in pedals and tighten bolts on the front wheel to the forks as well as unwrap all packaged protecting the frame. It is all very simple and clearing we are always available to assist you over the phone if you need help, we pride ourselves on our customer service and have always scored highly with our customers on this basis.

If at all you feel uncomfortable building our bicycle we always advise to seek the support of a trained mechanic at your local bike shop, or if there appears to be any problem we are on-hand to help and just a call away, we have been building these for years!

On this occasion we offered to collect the bicycle from the customer and have this returned to us for review or alternatively to pay for a trained bicycle mechanic to review the issue at hand. The customer opted to take the bicycle to a local mechanic and we despatched the spare component part for them to take to with the bicycle, which they subsequently did over 12 weeks later. 16 weeks later the customer forwarded a copy of a piece of paper (not an official receipt) indicating a sum they had personally paid. To verify the amount we spoke with the bicycle shop directly who informed us that the amount included the cost of a component and that the customer had not provided them with the part we had sent nor had we received any componentry back at our warehouse. We then paid the mechanics fee only. Very strange circumstances!