Cycle Surgery 

Absolutely zero customer service, they do not have the stock quoted on the website, it's all lies, lies, lies.

Ordered 2 bike rims of the website, was quoted a couple of days for delivery, all seemed fine. The delivery dates came and went, rang them up, was told that 1 of the rims was "in bulk" in the warehouse and would take a long time to be dispatched but the other one was available to be dispatched that very day. No rim was every dispatched, rang again, a different rim was sourced from a store, promised it would be dispatched, they took the money (via a company called "Snow and Rock") but the rim has never been dispatched.

It's nearly 4 weeks later, i'm 25 quid lighter and i've got nothing for it.

DO NOT USE THIS FIRM PAY A BIT MORE AND GO TO A SHOP AND ACTUALLY GET SOME ENJOYMENT OUT OF SPENDING YOUR MONEY

Got my bike in the end after 10 emails 5 phone calls lies lies lies.

Your all thinking well ok he did get his bike in the end, yes I did the wrong one I have had it for 4 weeks they keep saying they are going to replace but they still haven't.

I am going to put the bike in my car drive to the depot throw it at them and I won't leave until I get my money back, do I need this in my life no I don't.

Bunch of weapons!

If you value your sanity DO NOT buy anything from here.
If you want a reply to anything use twitter as they actually answer tweets unlike how they ignore you via phone or email!

Purchased some items from them 2 weeks ago, not received them so complained on twitter. Now its gone to "urgent" order with another 2 weeks wait for them to be dispatched...

Absolute joke of a company, I don't know how they are still "trading". Just a bunch of thieves.

Terrible......

Returned a pair of cycling shoes to this company on 31st July and I am still waiting for my refund. I have emailed them on several occasions about this for these emails to be ignored. Trying calling the phone lines and got a message informing me the phone lines were down.

CS haven’t got a scooby what is going on in their company, where their stock is, or what orders they are processing. The CEOs neck should be on the block for the way this company runs its operation.

Just spare yourself the misery of dealing with this company - I have missed a month of summer riding with my daughter because of them and their failure to deliver an allegedly in stock bike, coupled with incorrect information from customer service - at one point it was being built allegedly then suddenly it was awaiting stock.

On my Top 10 list of crap companies to deal with CycleSurgery hangs on to 2nd place behind British Telecom.

Missed delivery promise by 13 days, my 6 year old was understandably upset at not having a birthday present on his birthday.
Bought a bike from this website with a delivery promise on the website of between August 16th - 18th. I phoned customer services on the 16th just to check what day it would be there and they said it was going to be dispatched from a store to their central warehouse, then from there to my delivery address - but the store hadn't bothered to dispatch it and therefore there was no way it was going to arrive with me on the date they advertised. I was advised by the representative that it would be with me on the 20th of August... heard nothing else from them at all, and then the bike arrived on 29th August... 13 days after they advertised!
During this delay I found all of these negative reviews and realised I'd bought from the worst bike retailer out there.
To put a smile on my face, you then get an email from the "Head of Customer Services" asking for feedback... I cannot believe this company employs someone to manage their customer services and they accrue so many terrible reviews - you need to find a new Head of Customer Services, your feedback shows you'd be no worse off if you didn't bother whatsoever.

Sent my 8th email yesterday and still haven’t had a reply. Can’t get through on the phone either. Bought a brand new bike and have a safety concern regarding their initial set up. I’ve honestly never dealt with a company that have made me feel this used, just take the money and kick you out the door. If the bike is faulty and I do come off and injure myself I do not think they will be bothered.

Avoid!!!
Ordered two bikes two weeks ago now. Bikes were meant to be delivered last week (Fri - Sat). Spoke to Cycle Surgery on Saturday and was reassure that bikes gonna be sent on that day. Since then (More then a week) bikes haven't arrived, no communication from CS, no reply to my email and phones are down for maintenance.... Wish we would just not bothered with Cycle Surgery.

First, everything seemed great. Good price and the estimated delivery was sooner than I had expected. A few days before the expected delivery I contacted them via their chat to get updates on the order, since I had not heard anything from them. The customer service told me that the bike was just going into assembly. Later, I also got an email saying that there would be a delay. After this starter the radio silence. I tried to email them multiple times to ask about the delivery schedule, but have not received replies to any of my emails. Finally, two weeks after the purchase, the bike arrived. This was still acceptable to me for an overseas delivery, although it was far from the initial estimate, and the customer service had been quite unresponsive. I was just happy to be able to get to ride my bike soon. But... wrong bike, which also happened to be damaged. Looked like someone had used a grinder to install the front derailleur. Now I will have to go through all the hassle of returning the item with little hope of getting a replacement, since they are out of stock. Now I have to go through the hassle of returning the bike. And I have to pay the return shipping out of my pocket. Of course the fees should be refunded, but it may take some time.

Ordered a saddle which was due for delivery between the 16th and 18th, it's the 23rd and there's no sign of it. Emails to Cycle Surgery bounce back and they don't answer the phone - have called 4 times today. Now i need to try and get my money back. Wouldn't ever trust them again.

I ordered an item on 11th Aug and it is now 23rd Aug and it has still not arrived. I have sent them 4 messages over the last two weeks with NO RESPONSE WHAT SO EVER! I am now having to go through my credit card company to reverse the payment. absolutely pathetic. Price was too good to be true

Unfortunately to my cost I failed to read the reviews before placing an online order. Like many other frustrated customers I have been trying to chase down the progress of my order with no luck. Phone lines down and zero response to emails seem to be the norm. I am now wondering if I will ever receive my order and am glad I paid by credit card.

Unfortunately I have to award at least 1 star for this review, which is one more than they deserve.

What a costly mistake - avoid at all costs.

After having my bike for the best part of 2 and a half weeks I'm now putting right the wrongs of the 'gold service' at great expense.

I paid £90 to have a Di2 group set installed (having been quoted £60 on the phone). Frustrated at the amount of time it was taking I made over 20 calls to the shop to ask when it would be ready and nobody answered the phone. The store were also sent an email and this was also ignored.

Having finally picked up my bike I noticed that the new Di2 rear mech had been scratched within the shop so I was given a £10 discount of the labour. I rode the bike away with some difficulty due to the shop lowering the seat post by about 3 inches. When I got home I discovered many issues, the main one being that my carbon post had been damaged due to over tightening. The forks were covered in black oil and the cabling to the Di2 front mech was loose (they didn't give me the tool that came with the kit either). The bars were incorrectly positioned and after undoing the bolts to straighten it it was clear they had been under-torqued given the ease they came off with. The bike came back dirtier than when it went into the shop.

I called the shop immediately who denied they had caused any damage and even denied moving the seat post at all. I offered to bring the bike back in immediately so they could see but they refused to even look at it.
It was stated it would be a "rookie error" to over tighten anything carbon.
The store manager refused to give the complaints procedure and patronised me on the phone.

Having followed this up with their head office, the outcome of their 'investigation' is that the shop are not to blame for any of the problems. In the meantime I have correctly torqued the components on my bike, cleaned the frame, aligned the brakes and now need to obtain a new carbon post.

If you value your bike take it somewhere where it will be respected and treated with care. If you want to deal with honest people who treat customers with respect go elsewhere.

Avoid at all costs!

Ordered an item via their online store, received a confirmation email and estimated delivery within 3 days - all fairly normal as far as ordering online is concerned. 2 days passed, no email to advise the item had been dispatched. Tried contacting them by phone, the following 2 days and got a pre-recorded message advising that their phones were down for 'essential maintenence'. Following that, I sent two email enquiries the following 2 days after trying them by phone - no response. Tried their Facebook page and noted a lot of unhappy customers experiencing the same problem, so I left a visitor comment for an order update - no response. Tried Facebook messenger, which did yield a response - but could not advise of the status of my order. 5 days after ordering and receiving no update, I finally managed to get through on their phone line, only to told that the item had been delivered to store and I'd receive it 2 days later. So just over a week to get an item I was advised at ordering would take 3 days. Terrible contact systems (although staff I managed to speak to we very helpful). I was also advised that they are undergoing a major warehouse move which has caused a backlog of queries and orders, but there is nothing on their site to indicate this. Either this is an feeble excuse for poor service or they are simply selling stock they don't actually have at the time of ordering.

Will not be using them again, lesson learnt - will stick to the big companies like Wiggle, Chainreaction and the like......oh, and I will also check on here first before trying a new store!

just bad bad bad ordered online next day nothing, phones down for maintenance (Apparently) Lied to by online chat told stock error promised next day still nothing three weeks later sent a few pictures of a badly damaged bike saying I could have 50quid off if I took delivery. replied to the email saying no it needed a new wheel now back to radio silence :( I wont be back

I placed a click and collect order for a new mountain bike based on price and store being relatively local, was concerned reading reviews after the fact but service at Port Solent was first class so give them a try

I recently researched, reserved and then bought a road bike from Cycle Surgery at Great Portland Street in London. All of the staff were very helpful, offering advice at every stage of the process and going out of their way to help me (a first time buyer and newbie to road bikes). I’ll be going back there for the majority of the accessories and components that I need as well as for servicing the bike.

I bought a bike from the Bristol branch a few years ago without any trouble. A few weeks ago a part of my shifter stopped working properly so i went in to ask for some advise. I asked if i could bring my bike up (or point it out on another bike on show) to see if it was a part that could be fixed or if it had to be replaced. They refused to offer any advise at all because their workshop was at capacity and the man that i spoke to was actually quite rude. Considering i didn't even want the bike to go into the workshop, i just wanted some general advise from the place where i bought the bike, i thought it was very bad customer service. I will never buy a bike from there again and i advise all cyclist to steer clear.
In the end i went elsewhere who were able to advise and they booked me into their workshop!

Failed to deliver orders on time with delivery deadlines passing and fresh promises of new dates which are never met. Customer services are not bothered in the slightest and couldn't really care if you cancelled the order or not. I have multiple friends whose bikes are weeks late along with their accessories. Cycle Surgery seem to sell stock which they do not actually have and will string you along with poor excuses until they can find the item. DO NOT TRUST their delivery schedules when ordering.

Literally the worst cycle company I have ever dealt with. Twice I have ordered from them and twice they have failed to deliver on time - or indeed have any idea where the items I have ordered are. Telephone lines for head office not working, online chat not working; in desperation I called the Birmingham store to see if they could help. Luckily I spoke with a guy who understood my plight (and agreed that the head office/website people were rubbish) and sorted my items out, although everything was still delivered three days late.

Appalling, wouldn't give a minute of my time to Cycle Surgery again - ever!