Cycle Surgery 

Great Shop at kings cross with a real hard working team

Ordered a discounted SIPS helmet from them; never received it; emailed them several times and they just say RM say it was delivered. Certainly not delivered to me and no POD signed for or anything given. They show no interest, and have ignored my request to replace. Terrible customer service, I'll never go near them again and suggest you don't either.

This is a review of my buying experience through the Cycle Surgery website, not the bike (an Orbea Vector 10 which I am happy to be riding). The website, accessed via British Airways' online e-shopping service, was easy to use and I purchased the bike for a good price without any difficulty and was led to expect its delivery within a week. For the next 3 weeks came the fun and games, with various phone calls and online chats concerning the delays which included being told they didn't have the bike in stock, then they did find one at their Moorgate store and after I personally called that shop they agreed to label it with my name as the buyer. However I'm told when it arrives at the warehouse a few days later that it is badly scratched (I was emailed some photos); then they found another model from somewhere but an IT issue at their warehouse was the cause of a further delay. When the bike arrived exactly 3 weeks after I placed the order (without being given any tracking or delivery information) there were a couple of small scratches on it, much smaller than the previous model I was offered. I emailed photos to Jim on the customer support and have not heard back. My advice is not to be fooled by the website into thinking this company is reliable and organised. I dread to think what their after-sales service must be like..

I ordered a giant fathom from them online supposed to take 3 days to get the bike. After a week past I contacted them because I still had no tracking no. was told they had to source a bike from one of there other company's because they did not have one but there warehouse had received it. So another week passes still no Tracking no. So I contact them again was assured my bike would be posted by Friday ie three days time . Friday comes still no tracking no. Make contact again am told due to the high number of bikes they have sold they are very behind in the warehouse due to my long wait when they send out the bike I would receive a gift with bike .Few more days pass this time they contact me. To tell me in fact the warehouse had received the bike but it was broken so they had went and sourced another one from London it was in warehouse needed it's safety check it was a priority I would have my new bike soon. Few more days pass I go on there Webby look at my orders nothing there try to contact them don't even get a response. DO NOT SHOP WITH THEM... Update got a call my bike is on its way coming into week 4 will update if it comes with total time.. update Chris from cycle surgery is awsome he got me my bike plus fifty quid back for my wait wish he had been my first contact. All in just shy of four weeks to get my bike but because of Chris I move my 1* to 2*

Ordered a Genesis Tour De Fer which was showing as in stock and I was advised that the delivery date would be 24-28th August. After only receiving an automated order confirmation email and no other correspondence I contacted Cycle Surgery. The customer service had no knowledge of the product that I had purchased and advised me that they didn't know when it would be sent as they were very busy due to a sale. I have cancelled the order and would advise anyone thinking of buying here to think twice!

Bicycle bought online - Better value for the price than what I was able to find in PlanetX or Decathlon.

Delivery was delayed (~1 week) but I expected that could happen. Also transport box didn't offer sufficient protection for rear derailleur but it wasn't hard to adjust resultant misalignment.

I have received marketing emails continuously from them since my purchase. The emails have a link to unsubsubscribe, but it doesn't work (or rather it appeared to work the first time, but didn't stop the emails, and now fails). If you want to keep your mailbox free of spam, don't buy from Cycle Surgery!

Attempted to buy two tyres a pair of inner tubes, an new light probable value £150.00, two members of staff wandered upstairs, the shop was empty, two members dealing with customers, stood for 12 minutes, wasn't even acknowledged, put the items back and walked out without any reaction from the staff. Holborn Branch, thanks for your utter disinterest guys! from now on i will shop online only, think of that when you pick up your redundancy.
My Bike is my only means of transport.

I wanted to buy a click & collect bike from Romania. I told them what was needed for a friend of mine located in London to pick the bike and they said:
(02:07:51) Rares: Hi, I'm from Romania. Can I buy online a click & collect bike and somebody from UK to pick it up there?
(02:08:03) *** Harry joined the chat ***
(02:08:08) Harry: Hi there,
(02:08:16) Harry: That wouldnt be an issue.
(02:08:27) Harry: Just make sure they have all the right information
(02:08:52) Rares: What info is mandatory in this case?
(02:09:28) Harry: The confirmation email and order number.
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(08:39:25 AM) Visitor 1501663044: Hi! I want to buy a click & collect bike from Romania. I have a friend who will pick it up from your store. Do I have to mention his name anywhere on the ordering process?
(08:40:27 AM) Customer Service: We apologize for keeping you waiting. Our operators are busy at the moment, please leave us a message with your email address and we'll get back to you shortly.
(08:41:18 AM) Visitor 1501663044 is now known as Visitor 1501663279.
(08:41:36 AM) Visitor 1501663279 is now known as Visitor 1501663296.
(08:41:40 AM) *** Eleanor joined the chat ***
(08:41:43 AM) Visitor 1501663296 is now known as Visitor 1501663303.
(08:41:44 AM) Visitor 1501663303 is now known as Visitor 1501663304.
(08:41:46 AM) Eleanor: Hi apologies about the delay
(08:41:58 AM) Eleanor: I will just find out for you
(08:42:59 AM) Eleanor: You would need to email us the details of your friend and your friend would have to bring in photo ID to the store otherwise they would not be able to collect the bike
(08:43:22 AM) Eleanor: Our email address is: enquiries @ cyclesurgery.com
(08:44:37 AM) Visitor 1501663304: I have a photo with his driving license. Is it ok if I send it to you?
(08:45:02 AM) Eleanor: yes that is fine
(08:45:58 AM) Visitor 1501663304: I suppose I will do this, after completing the order. Email subject would be something like: Click & collect for order no ...
(08:46:27 AM) Eleanor: Yes that would be great thank you
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After placing the order they said that the person who collects it needs to have the card that has been used for paying. I told them that this wouldn't be possible as the card was in Romania.
The only thing left to do was to cancel the order. No apologies from them...

I don't usually leave reviews but I saw that Cycle Surgery didn't have good reviews on Trustpilot and I wanted to add a counter-balance since I had a great experience.

Initially, they didn't have the bike that I ordered. I ordered another one. They didn't have that either. I spoke with their very helpful sales staff and they managed to track down the same model in a smaller size for me and gave me a further 10% discount for my troubles when the bike already had a very competitive discount. They also delivered to Germany for free.

Really can't fault the service.

Terrible customer service on website!

I placed an order online for a new bike for click and collect on 07/07/17 and received a confirmation email showing the delivery promise of 3-5 working days.

Over a week has passed and no notification whatsoever about where my order is. I reach out to the customer service online to ask about the order. After a few minutes of checking the order, they told me that my order has been cancelled because they couldn't source the model any more. Any reasonable person would think that they would at least have sent me an email to notify me of this cancellation, but at Cycle Surgery, they don't bother!

I had checked my credit card account a few days ago and remembered seeing the charge for the bike, asked customer service when the money would be refunded. She said she will follow up with the accounts department and make sure that my charge is refunded on the same day. I asked if they would be willing to offer me a discount on another model given all the issues I've had to deal with and their terrible communication, to which they replied "I will follow up with the cycle supervisor and send an update to you by email today".

Another day passed, no email or any other communication whatsoever, I asked for a follow up online again, and the story changes. "It appears as though your order was cancelled because it was uncollected and they were unable to contact you. I am really sorry about this, it appears as though you have not heard because the email on this live chat and the email on your account are different." What a joke!

They then proceeded to offer me a 10% discount as a "gesture of goodwill", which is the exact same discount they offer to new customers shopping online for the first time.

Needless to say, I will never buy anything from Cycle Surgery given this experience and definitely will spread a bad word about them to all my cycling friends!

Was looking for a specific bike(Genesis Croix de fer 10, Large) which was sold out most of Europe(I live in Denmark).
Cycle Surgery was the only place which had one, but was a bit sceptic because some of the quiet negative Trustpilot reviews… Anyways chatted with them online and ended up ordering the bike..
The next day I was contacted on mail, the bike they had had a small paint chip, something I would think was quite ordinary and was what to expect. But Cycle Surgery offered a small discount and I of course accepted it(was about 3% of the price) but it wasn’t about the discount amount but more their sincerity towards offering a great service(And I would probably never had noticed the small paint chip)..
After a week my dream bike came as promised!
Thanks to all of you at Cycle Surgery

Visited Cycle Surgery branch on Pentonville Rd, this afternoon (Wednesday 31st May 2017), hoping to get a bearing for my old mountain bike and when I came in, had a look around then asked this particular figure, if he'd worked here. As I'd asked him if he has this particular size bearing, his reply was "I'm busy...go to the counter and see that man".

From my point of view, he has never been pulled up due to his behaviour toward 's a potential customer who buy more than one item.
I for one will not advise anyone to shop with them because it appears that the owners could care less what their employees do or say.

Tried to buy a bike but very inflexible said I had to pick up from shop but I don't live anywhere near one of their stores. Don't bother wasting your time

Terrible experience

Prices looks really cheap but the delivery on average takes 15-20 days. Terrible experience, constant lies, no updates and no apologies.

I spent 7 hours chasing up the order because they couldn't be bothered to contact me. There are 6 more hours of chat log but this forum would take all day to read.

---------------------------------
Chat Log:

Chat started: 2017-04-05 01:26 PM UTC

One of many lies:
Wednesday 6th April (02:42:28 PM) Holly: The item has now been shipped and I have provided the tracking details

Thursday 7th April (02:01:24 PM) Sophie: I have just spoken to our dispatch team today and the bike will be collected from 3pm onward by OCS, so you will be able to track it either later on tonight or early tomorrow morning

(02:14:14 PM) Ben Clark: You said it was collected yesterday
(02:14:32 PM) Ben Clark: You made up a tracking number which I've been trying to use
(02:14:44 PM) Sophie: As I have said before, we were under the impression that it was dispatched yesterday
(02:14:51 PM) Ben Clark: OCS confirmed they had not picked up any orders bound for Germany
(02:15:09 PM) Sophie: Try the tracking number later on tonight or tomorrow and you will see that it is not false
(02:15:26 PM) Ben Clark: "under the impression" means what?

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My tone gets like that when I'm wasting 7 hours of my day following up an order which was promised delivery 4 days ago.

They eventually cancelled the purchase claiming that my attitude was the result of the cancellation. Certainly reading the rest of the reviews on here - it's more like they didn't have the item in stock and therefore lied to me over 10 days to buy themselves some more time.

DO NOT USE THIS COMPANY - You will be thoroughly disappointed, you will receive no item or any apology for the terrible service.

Sister companies include: - DO NOT USE
- Cycle Surgery
- Cotswold
- Snow & Rock
- Runner's Need
- As Adventure UK
- Outdoor and Cycle Concepts

I brought a sale 2016 model bike from the website advertised as a new bike, no mention of it being a display model at all.

Went to pick it up and noticed a few grubby marks on the bike but was still happy with the reduced price I got it for.

When I got the bike home I looked over it closer up and there was A LOT of scuff marks all over the bike, which appear to have been made over a long period of time.

I emailed the customer services with all the pictures of the marks and grubby handle bar grips and seat etc.

I was then emailed back and was given a sob story that 'the bike was sold for less than we bought the bike from Cube back in 2015'... but also that... 'the bike you purchased has been in the company since the 3rd quarter of 2015 and has been in one of our stores, potentially it has been on the shop floor and used for sizing by customers in-store'.

So basically I had been sold a shop floor second advertised as a new bike on the website.

I then had another email from their customer services...

I'm not sure this should have been forwarded to me as they have admitted to selling used items as new on their website.. but here goes -

'After talking with you yesterday, I had a chat with our mechanic, Sean, who pdi'd the bike. He says he cleaned it down when he checked it over, however it is a matte white bike so just touching it would start putting marks on the paint. Shes obviously got the bike home before taking photos and any amount of grub could have gotten on the paint work in that time. I dont think it is really fair to offer a valet service on our behalf as this bike was a click and collect and had been delivered to our shop that day from the WH. She has a good point and its one you raised yesterday. The website has to state if a bike is not in perfect condition from now on and it also has to stay on top of promotion banners. False advertisement is no joke!'

This is actually laughable, I haven't even bothered replying! - To then in other words blame the dirt and grime on the bike accumulated over 2 years as a display bike in their shop on me is an absolute joke!!! I walked the bike to my car, there's no way I could have caused the build up of dirt on the bike in this small space in time!

At no time had I ever asked for anything from them other than an explanation for why a used bike was sold as new.. and I get this attitude! A simple, 'Im very sorry this has happened, I will make sure that display models are now advertised as this on the website' would have sufficed!

I will NEVER use this company ever again and I would advise against anyone else spending their hard earned cash on anything sold by them!

Ordered a baselayer 5 days ago, was expecting delivery yesterday but when I phoned customer service was advised my item was stuck in the warehouse and had not yet been dispatched. Cancelled the order, wouldn't bother ordering from Cycle Surgery again.

Sold me an out of stock product and took almost a week to let me know they messed it up and cancel the order.

Time wasters

Took my bike in for an annual service. Was told that I needed new cassette, chain, brake pads and cables. I was also getting the bike stripped down cleaned greased and completely checked over. Got a call at the end of the day saying they couldn't get the bottom bracket off (they had stripped the thread). Went to pick up the bike which had had the new parts fitted but was filthy and the gears were not set up so the bike was difficult to ride home. Cost me £90. I went back the next day to complain but was told that I could book it in at my cost to fix the issues! I will not be going back..

I bought a Comet-X light from Cycle Surgery in Leeds. It began to fail intermittently with an electrical fault about a month after purchase – often in wet conditions. Returned the light to the Leeds store where I had to wait a few days for the staff to revive it back to life. The lights failed again with the first wet weather. Given that this is the second time this item has been returned, I'd suggest shopping somewhere that doesn't waste your time.