Cyclesense Reviews 248

Excellent service! Purchased an electric bike. Kurt was very helpful, full of knowledge and very happy to take the time to explain things and answer questions that no one from any other bike shop seemed to know the answers to.
Dave and Sue were great and delivered and set up my bike for me at my home, some 300 mile round trip from the shop, and even waited around while I took it out for a fairly long test ride.
All in all a very friendly, efficient and professional service and the bike is fabulous. Couldn't be happier!

Great business, really cannot fault them. They phoned me before dispatch to check it was the correct part (it wasn't I'm a doofus) once they were happy I knew what I wanted they dispatched it and it arrived quickly.
truly cannot find a single fault

Great customer service from the Workshop manager. I was 'grounded' with a faulty eBike motor and Marc did a superb job liaising with the manufacturer and fitting a replacement. Grounding meant short flat rides on a pedal bike; now I am back in the hills..... great. Septuagenarian Cyclist.

A+ Service, would highly recommend.
Just had a Giant Defy 2 delivered all pre-built for me, outstanding level of communication in regards to the status of the order. One of the best customer service experiences I have had in a long time.

After various fulse promises from the likes of Giant and other large stores I came across Cycle sense. David and his team were quick to respond to my questions and keen to help, leading to a purchase of two bikes from cycle Sense on Sunday, one ex hire and one new, amazingly both arriving by courier today. Both bikes were well packed and prepared for shipping and the ex hire was in like new condition. Could not recommend Cycle Sense higher.

Recently purchased my new Koga world traveller bike, great service from Cycle Sense, they gave really good honest advice, and were there throughout the whole process for any questions I had. I would definitely recommend this place for anyone looking at purchasing a bike soon, I live 240+ miles away and the bike turned up in mint condition to my door, great service, thank you

My wife and I have purchased two road bikes from Cyclesense and in each case we received excellent no-nonsense advice and good service. Most importantly the friendly knowledgeable advice resulted in me buying a different bike from my original intention, and I am so pleased with the choice. Thank goodness shops like this are still in business.

So we live in the real world. Things happen and how we deal with them is more important than things not panning out how we wanted. Given the below, I was contacted by Paul, the bike was collected on the Wednesday pm and the situation below was rectified to my satisfaction. Thank you for the resolution and the bike is working fine. Please pay more attention to the solution rather than the problem outlined below.

Firstly I empathise with any business impacted on by the CV-19 and lockdown. It is easy to use this as an excuse for less than acceptable levels of service.
So here is my experience and you can decide if this is simply a consequence of CV-19 or just dropping catches.
I booked some work in the workshop. When I explained what needed doing (gear alignment) I was not only immediately positioned a likely candidate for drive train replacement - even without seeing the bike, even better it was implied in no uncertain terms that this was my fault as I do not know how to use gears. Whether right or wrong, stop being condescending and stick to what you know not your opinion.
Despite this (in all honesty purely due to lack of alternate workshop options) I booked the bike in and ask for a confirmation email to be sent to confirm the booking. This never arrived.
I finally took the bike in on a Tuesday at 9:10 am and was told that it would be done that day, I would be called to take payment and could pick up the bike before 6Pm. I am not around the corner so at 5pm I called to check that the work was done, to pay and arrange pick up. No Answer or response to the message, I tried again at 5:25 and again no answer or reply.
I phoned again on Wednesday around 12 noon, left another message and then emailed. I was then contacted by the owner to take payment and was informed that I could pick up the bike on Thursday as they do not open on Wednesday. The bike clearly was either finished on the Tuesday or they have been working on it on their closed day????
I desperately needed the bike for use on Thursday early am which now is not happening.

All in all far from and average level of service and even further from acceptable.

Ordered a KOGA F3 7.0. Unsure what to expect as bike coming from Europe. Communication excellent from start to despatch. Very pleased and would not hesitate to recommend Cyclesense. I would definitely purchase from them again.

You won't find better. Helpful, knowledgeable and friendly. Everything I've bought from them has lasted. They only seem to stock quality items and know their stuff.

Mega company, spent £800 on a new et of wheels, the delivery was super fast and the quality was superb.
Great communication answer any questions I had. Top class

I have bought a number of things off them now and their communication and help has been top notch. Highly recommended and a credit to the cycling community.

The perfect example of a local business that provides that personal and considerate touch when looking after its customers.
I have used their services numerous times and the staff have always been very supportive, welcoming and knowledgeable.
Their prices are fair and their shop is well stocked.
Even though we do no live in the immediate area, we continue to use this business because of the reasons listed above.

Highly recommend this Retailer!
Incredible customer service. Brilliant.
I originally placed an order with another Retailer for a bike - my daughter’s 4th Birthday. They let me down 1 month after placing my order... Awful.
I then spoke to Cyclesense and explained my situation as they had the same bike in stock luckily.
Got a response by email within 30 mins.
Got a phone call within 45 mins.
Bike ready to collect 3 days later.
Absolutely superb service and they have saved the day ref. my daughter’s Birthday gift.
Would give 10 Stars if possible - I’m so grateful for their help and professionalism at this difficult time.
Will definitely be buying my daughter’s further bikes from this Retailer.

I bought a Giant road bike from Cyclesense through their website. Nice people & really good customer care - I received a courtesy call the next working day, which was helpful and the bike's just arrived. Very happy customer.

Thank you so much for fixing my bike in time for the Easter weekend. Amazing service and a great price.

Good Friday was my birthday and I really wanted to go for a ride. You made that possible, thank you. Excellent service especially considering these times.

My bike is working like a dream now thanks to you.

The guys at Cyclesense always pull out the stops, quick and reliable service department and go above and beyond for customer care. I could easily mention several occasions where they have saved me time, money and stress. They have loads of stock in store and their knowledge and experience is always appreciated. Each visit is more like a social one.

What great service. Loads of information about the bike and a genuine interest in our cycling plans. Couldn’t have been more helpful and I love my new bike! Highly recommend this shop. Thank you !

Went to buy a Electric Bike for my Wife using Cycle Scheme voucher ...... All was going well until I mentioned the Cycle Scheme voucher which seemed to change the way they dealt with us, probably as he said it costs them money
I asked about the Free servicing on the Electric Bike as Advertised and got told they would not do this if bought with a voucher - Nothing in the Terms & Conditions about this, I asked if I could pay a premium for the services and this was refused as well
Left the shop and found another shop who were happy to take the voucher & simply a lot nicer to deal with

I am utterly floored by the kind gesture shown to me by Cyclesense. I can’t even call it customer service because I didn’t even purchase my product from them.

I had ordered a Followme Tandem from a site in Germany and had one of the slowest, most passive customer service experience ever. Not only did I had shipment issues, but during installation, a component (the bolts on the clamping plate) broke on the tandem. As response from the vendor was super slow, I contacted Cyclesense thinking they were the FollowMe HQ.

Not only did they reply almost instantaneously to inform me that this was a warranty issue, but asked me to get in touch if I had not heard back from the vendor in a few days. I contacted them a week later and they got in touch with FollowMe to send me a new component for free (which arrived a week later). All this while the other vendor finally replied saying I had to return the entire Tandem by post and they would replace it (how much time later?).

I can guarantee that I will be purchasing any future bike-related products from Cyclesense. Without a doubt.