Cycle Surgery 

I Purchased some Mavic Wheels from these, the rear wheel didn't have a skewer. After letting them know about this it appears that they are unable to send me a new Skewer. Not the best customer service.

Purchased a Brompton S6L Black edition in the Newcastle upon Tyne store. Was able to test the bike in store with plenty of room to ride about. Bike was checked over within an hour and I was able to ride it out of the shop. Fantastic service and advice from Gary. Highly recommended.

This is the first Trustpilot review I have left - and it is the execrable customer service from Cycle Surgery which brings me here. Claims about initial delivery times for my new road bike were not met, and when I chased things up I was fobbed off routinely with false promises and staff not getting back to me. I requested a voucher by way of recompense for the hassle and then found myself in the ludicrous position of having to chase this up too. The final straw was a website glitch which left me temporarily unable to spend said voucher - even resolving that issue took several phone calls over a period of a week. At every stage dealing with this company this felt like a battle. I'm genuinely surprised they are still trading given that my experience appears far from unique.

Avoid using Cycle Surgery at all costs. They are happy to take your money for stock they do not have. I made the error of ordering a Scott mountainbike in January 2019 from them and received an email confirming estimated delivery details. The delivery window passed and I received another email from their Customer Services people telling me that the order was delayed - something I had already guessed...
When I finally got through to their hapless Customer Services operative, I asked if the bike (value 1200GBP) was in stock and when I was to receive it. I was told that the bike was NOT in stock..so I asked why it was showing as available on their website - they replied that they would have to get their web team to 'have a look at it'. I would suggest that the management of Cycle Surgery conducts an IMMEDIATE stock take of its warehouse and shops to ascertain what actually IS in stock before they list it as available.
It is a BASIC function of a sales business to fulfil the wishes of their customers - a concept seemingly lost on Cycle Surgery who I will not be using again.
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Thus far I’ve had two experiences of cycle surgery on Waterloo Bridge in London and they have both been appalling.

1) bought a helmet click & collect online where I double and triple checked your return policies. However the store manager said he didn’t car what the company policy was, he would accept helmet returns in his store!!

2) bought some bib tights click and collect as they were showing in store. However when I make a special detour to waterloo the day before a cycling event to buy them...they actually aren’t in stock so will need to be ordered in!!

Not happy and will think hard before shopping at cycle surgery again.

great individual service. nice to see long-serving staff too.

Lead time for orders are not reliable. Placed an order in one of the shops and was told bike will be ready for collection within the week as the bike was a transfer of stock from another branch. It's now been 12 days (nearly two weeks) and still no sign of the bike turning up.

Called the branch 3 times now and visited the shop too (was told I should have waited for the week to be over before even coming in). During the latest phone call, the guy offered to cancel the order!! They don't even want my business any more... Is it indicative of the place going out of business??

Their customer services are just as clueless. They couldn't tell me whether the bike was in the process of being transferred.

Very disappointing service so far. Let's see whether the bike will turn up eventually. But my advice to anyone thinking of buying a bike... Do not go to cycle surgery.

Small item ordered 30 September but when it was delivered a few days later the box had obviously been opened. It was sealed with Sellotape which had gone hard so I am guessing it was 1 1/2 - 2 years old. On opening the box the item was incomplete (there were 2 brackets and there should have been 3 and some fittings were missing). I phone CS and they told me to return and that they would then refund cost of item and my return postage. This in itself was poor service as they never should have sent an opened box without checking contents.

They received my return on 5th November but I had to chase frequently by phone and email to get my refund. I was told on one occasion that they were still processing returns received almost 2 weeks earlier. Eventually, after getting PayPal involved, I did get a refund of the cost of the items but I had to chase further to get my return postage. In all it took 15 emails, 5 phone calls and nearly 5 weeks between submitting the order and completing the refund process. All for a faulty item that should never have been allowed out of the warehouse.

Absolutely awful experience. Took 3 weeks to arrive despite 6-8 day delivery promise. Had to call and chase a tracking number. Numerous unanswered emails, twitter messages, and promises of call backs.
When the bike finally arrived it is in pieces, with no assembly instructions. Not even any valve caps on the tyres. I have zero experience in building a bike safely and was told when ordering that it would be assembled.
I have sent numerous emails that again have been ignored. I will try and call again tomorrow and attempt to get a refund as I have just had enough of this joke of a company. Wish I had checked reviews before ordering.
Do yourself a favour and shop elsewhere.

Waited over a month for a pair of specialized cycle shoes. A calamity from start to finish! Eventually cancelled shoes order out of frustration. Cycle Surgery could be a great company! The website is well designed, outsourced client/chat customer service is professional. But they literally can't deliver the goods?. Selling items on sale, that you don't actually have in stock, alas is always going to end badly.

A mixed experience, with very helpful staff when it came to buying my bikes but the first service of the bike was very poor. I had to adjust the front derailleur myself after the service because it was catching the chain. I also (just a few weeks after the service on a 3 month old bike) was told by a London Cycle Workshop that the reason for a grinding sound in my cranks was because they hadn't been tightened properly! Both issues really should have been checked a) before the bike was sold and then b) at the first service.

Confidence in the buying process, not the workshop. However as the workshop is the more important component of the store safety-wise, I would feel irresponsible giving more than a two star rating.

It's said that an infinite number of monkeys with keyboards, typing randomly will one day recreate Shakespeare's sonnets. The chances of an infinite number of CycleSurgery 'mechanics' eventually building a bike out of a box correctly and safely may be slightly higher, but I didn't experience it. What I did experience was rudeness and ignorance with one mechanic just turning his back and walking away from a niggling problem on a bike I'd just spent nearly £2k on. The problem was diagnosed and fixed without fuss by a reliable LBS. My experience of the mechanics in the Wandsworth branch is that they are shockingly and dangerously awful.

I've never bought anything without any consultation with the in store staff, always seek advice if I'm unsure.

The worst experience I've ever had. The people that work for this company are liars and will tell you anything. Didn't get my bike in the end as they cancelled my order when I didn't want them to. The person that cancelled my order was petulant, argumentative and rude. I lost it in the end.
Do not deal with this company if you value your sanity.

Don't waste your time.

The helmet I ordered never arrived. They ignored the emails until I raised the issue with PayPal. After more than a month I received my money back and they 'sincerely apologised'.

My bike finally turned up 1 month late - without pedals. Ordering from this company has been the worst online experience of my life. Try emailing the enquiries link - Error 404 - pointless. The phone contact is even worse. The delivery dates on the web are fictitious - pity help anyone who needs to return goods or requests a refund. My advice is go anywhere else and if there's no option forget about cycling and go fishing - do anything other than deal with this lot. You have been warned. They don't deserve the 1 star -read the other reviews.

Unreliable company - appalling stock control and lack of common sense. Ordered a bike (no pedals) and pedals. Eventually - even after assurance that the bike would be delivered - my order was cancelled as they had no stock... it’s not hard, if you don’t have enough in stock, take it off sale! On the same day, my pedals (for the now cancelled bike) were despatched - what a joke! Will not be using Cycle Surgery again. Many online reviews tell the same story.

Absolute joke of an organisation. Ordered a bicycle online, it said 8-10 days for store pickup. After 11 days I popped into the store (which turned out wasn't even a Cycle Surgery, but they run the collections from a Runner's Needs). Surprise surprise, the order had been cancelled because it couldn't be fulfilled. No email, no phone call, nothing to tell me this, no response to mails. They just decided to tin it. In this day and age to not have up to date stock is completely unaccepatable. Go elsewhere.