Cycle Surgery 

I ordered a bike about 3-4 weeks ago,the next day i received a mail that say they have only one in stock and something is broken with it, i send a mail back about what should i do next cause i buyed the bike using Klarna finance, and i really like the bike and as long as they swap the part or if they decrease the price for the broken component so i can make it the reparation by my self, i don't mind at all, it pass maybe about 2-3 days without getting any answer, i called costumer support to see what happen, and ask them if they can send me a picture, picture that i receive few days after i call them again, a picture showing me just half part of a handle that it was loking like in the original picture from the website so bassicaly nothing strange, i call back and i ask if the bike is in london so i can go and check in the store as a picture with half of handle bar don't really help me to see the respective damage, the guy from costumer support told me that the store is in london and send me the shop postcode and the shop phone number, yes.. the shop is outside of london thanks for liyng to me ,after i call the shop, i get in touch with the mecanic that told me that it was just a small part that don't close good, but it will not cause any problem.I call again the customer support and i tell them that i am really happy with what the mechanic told me and i am happy to take the bike, but i am afraid that they have to send me the bike in one of the shop from London, respectively the one from London Bridge ,he said ok will take about 3 days, after three days i call again, the same guy answer, the same guy that told me he will send me the picture but didn't, same guy that told me the bike is in london, same guy that three days ago tell me that i should receive the bike on the respectively day, and he will send to the respectively shop, here i got really upset and i was thinking if the guy take me as a fool, i ask him to cancel my order cause i'm no one monkey, yep he ask me to call klarna bank,i call Klarna they told me that i have to call the costumer service from cycle surgery i tell them that they send me to them, that i have to call and cancel the order as well with you, i let's them know about what happen and why i wish to cancel my order, after one week guess what,"the bike is dispatched to you" i don't even ask to have the bike send home first of all, I asked him to give me my money back,( if the costumer support is bad,what i should expect from the mecanic?, if something is wrong with the bike, what goona happen?,they will play me around as a fool again or what. I call again, they told me to don't accept the bike and as soon as they will receive the bike back i will get my money back,and now i wait..
Thank you verry much CycleSurgey Support, you are the best...

Bought a Whyte bike at the Waterloo branch just over a year ago. Tried a few bikes out for size & when it looked as if I'd need one ordered in from a warehouse somewhere, the slaesperson was happy to do that. In the end I bought one from the shop floor & added 2 new kevlar tyres, 2 mudguards, SPD pedals & a pannier rack - all from the shop floor. Everything was fitted in the shop & I collected bike a few days later. All has been fine .... for a year. However, I now discover I need a special Whyte release key for the wheel in order to take the wheel off.

I would have expected this key to have been handed over, along with the bike, when I bought it last year. Hoping this is an oversight & the salesman just forgot.

Have emailed Cyclesurgery to ask them to send key on. Will upgrade the rating if all goes well.

Paid for a bunch of bike spare parts. I was meant to be contacted for store collection as soon as those parts would arrived. Didn't hear anything so called at 2 weeks after I made the order, and they said the shipment was still in transit. Went in store after 3.5 weeks of hearing nothing, and there it was sat in the storage room. No apologies given.

Had an excellent experience at Cycle Surgery Bishops Square recently. Can't fault them on anything! This shop is handy for work and my route there and back. Will shop there again. Recommended.

Awful.

Was informed my order would be with me within 3-5 days, after it had been checked over by their warehouse mechanics.

3 weeks later I am still waiting and they have no idea what is going on. I have been told they have some courier problems so they don't think the order made it to their warehouse and have 'no further update at the moment'. Just wait.No time frames, no one trying to work out what is going on.

Do not use this company. I read other reviews and ignored them thinking it was worth a go. Their prices look good but it is not worth the hassle at all.

Terrible experience.

WORST COMPANY EVER! If you want to buy a bike and and actually receive it, DON'T USE CYCLE SURGERY. My experience of dealing with Cycle Surgery started on 6th August 2019. I purchased a bike online and then waited as the disaster unfolded. It is now 2nd September 2019 and i still have no bike! The first one was apparently not available, which i was only told after 2 weeks of waiting and numerous phone calls from me to chase! The second one I ordered as a replacement was also not available, again this was only brought to my attention after 2 weeks. The website clearly is not linked to the stock control system and Cycle Surgery are advertising bikes they don't have! DO NOT USE CYCLE SURGERY!

Great service as always from my local branch. Matt went above and beyond to help!!

Very helpful service, jay went beyond the call for me.

First visit to CS rather than my usual shop, thought I'd give it a go as it was just more handy today, took in my Brompton wheel for a new rim and while it was there thought I may as well have the 3 speed hub serviced, empty, 3 people on the 'workshop' dept, asked to do the hub, no none of them can do that, OK then just put a new rim on, nope can't do that either coz it'll take too long. I did wonder exactly what they could do, probably not much other than sell you a new bike with their undoubted expertise 😂 but I think I'll go back to my normal place. Thanks CS for nothing, pathetic. This was Newcastle upon Tyne by the way, go to Cycle Centre on Shields Rd if you need a shop that has a clue.

Ok so I wanted a cross bike for winter something cheap and cheerful, having looked around a chose a Cannondale found CycleSurgery had it reduced so , wish I’d have checked out the appalling Trustpilot rating first sadly I didn’t , I purchased it . All went well bike arrived as promised so as I’m not technically minded I just like riding I took it to a LBS to get it set up tubeless . Ok so this is where it starts to go wrong , now the bike shop didn’t know where I’d got the bike they were just carrying out a job I also asked them to give it the once over I know from past experience the bike shop is honest and won’t do work when it’s not needed. Friday afternoon I get a technical video showing my rear mech is bent so as they already had the bike I told them to straighten if poss which they did . On collecting the bike I got a list of all the other faults they’d fixed , headset loose , front mech too high , gears not indexed tubeless valves supplied were for a MTB not a cross bike the bike was pretty much dangerous out of the box . So , I contacted CycleSurgery immediately, sadly they had a tick list from the their workshop that said everything was fine so we won’t be able to do anything because you’ve told us too late ? Now ok I’m not a mechanic so I wouldn’t know the faults were there would I ? This was straight out of the box like this not weeks later , so I asked if they would pay the £35 bill to firstly cover the incorrect tubeless valves supplied £12.99 and the rest towards making the bike safe . Now the customer service team from CS were quick to reply and abdicate all responsibility for the faults , they had a mechanics check list which says it was fine and you’ve contacted after having the work done . That’s true I had , But despite a video from my mechanic and an itemised bill listing remedial work and only work I wasn’t claiming petrol money or time spent , that would be taking the Micky really as I was taking the bike anyway , they’re not interested not our fault . So what about the valves supplied I asked ? Maybe they’d do the right thing and cover the cost of those ? Yeah you guessed it that was Cannondales fault I need to contact them. Surely my contract of sale is with you though ? Cannondale are your customer not mine ? Nope go see them not our fault .... so I will contact Cannondale not for any valves but to tell them how this company sends out their bikes I just wish I’d read the reviews on here first give CycleSurgery a miss the service is genuinely appalling

If your going to a Cycle Surgery branch i would highly recommend the one on Great Portland Street! I got a puncture on my way to work, by Vauxhall bridge and walked 25 minutes to the Victoria branch to be met by the most unhelpful, shop floor guy that I had to persuade to lend me the little plastic leavers so I could do my puncture repair. Annoyingly, my quick release was very stiff, so I asked if he could have a go - and with resistance he tried and couldn't manage it either. Totally futile so I walked another 30 minutes to the next branch where I had the most opposite and redeeming experience. A tall guy called Dom, I think, was absolutely the most helpful person - went over and above giving me tips on the best way to pop the wheel back on etc. To the extent that I went back to buy him a coffee today - because his willingness to help was a game changer to the rest of my day, thank you Dom!

I have used Cycle Surgery several times and have always found the staff knowledgeable and helpful. They seem genuine and to have my best interest at heart. From my experience I would not hesitate to recommend Cycle Surgery.

Placed order online for bike in stock delivery 3-7 days, bike didn’t arrive in that time and no communication to say why, I had to contact them myself only to find out the bike had been lost and nobody seemed to know where it was. I decided to cancel my order after 2 and half weeks with no bike with no questions asked as to why I was cancelling my order. Terrible company avoid!!

Booked my Brompton in for a service at the Great Portland street branch. What needed replacing was explained so knew costs in advance. Handed my bike in on Friday morning. Ready for me on Monday morning for my cycle home. Friendly and efficient staff.

Simply appalling customer service. E-biked arrived with non-functioning assist. Returned to store 25 days ago. After a week and a half of silence I chased for an update and was told they were waiting for a diagnostic kit. Asked for a refund and got the brush-off. Asked for refund again yesterday after another two weeks of silence and was told to await a response from the mechanic. Now forced to pursue refund through credit card. Save yourself the trouble and buy from a respectable dealer.

I had a good experience in Cycle Surgery Newcastle. Miriam was the first one I met, very helpful and honest, and Andy told me everything I needed to know. The bike I ordered was properly put together too - this is a first for me. Excellent all round.

Ordered a new MTB bike from these guys online. Great deal I thought... however it seems they save money via not checking and preparing the bike before being dispatched. Within 2 hours of receiving the bike it was at my LBS having numerous issues fixed/adjusted. Also because I purchased it online and live over 100 miles away from the nearest shop, they are unable to offer any solution to ongoing issues other than visit a shop. They say there no such thing as a bargain, I believe when it comes to Cycle Surgery they save money by doing very little to ensure the bike you receive is functional!

I got a puncture in my bike on Thursday so brought it in last minute, they were reluctant at first but eventually agreed to let me keep my bike in over the weekend and collect it on Monday which was nice. On Monday I came in and nothing had been fixed, they didn't attempt to call or email me all weekend. They then informed me I needed the entire tyre changed, so I had to pay more than originally stated. They said they would contact me again when the new tyre was fixed by Thursday, but didn't contact me. I came in on Thursday and it still hasn't been done. They did it in five minutes. They then tried to charge me for the labour (which I unknowingly already paid for). When I questioned this, I showed them the receipt and they realised I had in fact already paid. They were going to charge me twice without even checking if I'd already paid for the labour. They seemed nice but clearly didn't have their heads screwed on all three times I had to go there. Won't be returning.

They charged more money that they previously said and then the wheel of my bike was bent so it broke again anyway. They didnt spot this problem and I had to pay an abusive amount of money and lose my time for nothing. PLEASE AVOID GOING HERE!!!

DREADFUL! Unhelful and rude. Bicycle had a puncture - I asked if they could help and suggested it would be a 3 week wait until a mechanic could see to it. I asked to do it myself if they sold me a new inner tube and the man told me he couldn't lend me any tools! Awful place rude, unhelpful overpriced and out of touch. Avoid Avoid Avoid.