Cycle Surgery 

I bought a front light from Cycle Surgery for approx £50 and after three months (after using it around 10 times) it stopped working completely so took it back and they refused to do an instant exchange and said they have have to check with the manufacturer on the warranty.
Apparently they have a strict 30 days exchange policy (on faulty goods??).
Incredible that Cycle Surgery think this is acceptable policy against their better priced competitors - be warned - shop elsewhere!

Unacceptable behaviour in Wandsworth. After being told to come into the walk service, I arrived as the store opened to be told the workshop was full. My bike was then tampered with without asking me and then I was asked to leave!! Manager hungover or rude or shouldn’t have the job?!

Ordered a bike online, received email 3 days later saying it hadn't arrived. It should have been said on day 1 it was gone. And also a phone call to explain rather than an email

Price Match Promise False. I wanted to buy a Garmin fenix 5x, on their site it is £630.00 I found an exact same watch for £571.51 on another site. I asked them to price match and they claimed it was a different watch. when I proved that they were in fact Identical they withdrew from their price match promise

Purchased a new bike and equipment from the Wandsworth Store in the last few weeks. Visited a few times to understand the range available and what would suit me best. The team were very helpful and knowledgable and the service delivered was far better than one of their main competitors.

I read some of the reviews before I used this place but figured I'd give them a shot, it started alright but they seem pretty incompetent.

This was the only place that had the bike I wanted available (Brompton Black edition) I ordered online to pick up in store and ordered bags and various other bits at the same time. I got separate emails telling me things were ready to pick up which was somewhat annoying but waited until the last thing arrived in store and wandered over to pick it up.

Then I was told the bike wasn't ready and that the mechanic still had to attach all the extra bits (which I could have done myself to be honest but they're probably forced to do it so won't hold that against them). So I had to leave and come back a few hours later to pick up the bike.

All seemed well until I tried to use it with a bag attached to the front mounting block, the bag kept falling off when I went over a bump. This seemed a bit like an oversight in design but when I checked online I realised it wasn't an oversight in design, the shop had somehow managed to miss the piece that locks your bag in place.

I called them to let them know figuring they'd either locate the missing piece or order a new one but the guy on the phone just told me to come in for the mechanic to sort it, since they had the mounting blocks showing as in stock on their site I thought they'd have one available and be able to sort it out so I took my bike in. At this point I was told that the mechanic had "Used all the parts that were in the box" which wasn't exactly reassuring, and that he'd have to order a new one since they don't keep Brompton parts in stock. I said that the guy on the phone had just told me to come in and hadn't mentioned having to have a part ordered but the staff didn't seem interested in this.

So now I'm having to wait for them to get a new part in and will then have to take the bike in again. Hopefully this is the last time I have to visit the store because I'm so disappointed with their service that I really don't want to have to go again.

They might be fine but I just wasn't impressed with them.

There are plenty of shocking reviews about this business but I have to say they were ok when I bought something online.

They were quite as slick as some of the biggest online bike websites but they’re outstanding.

I got what I ordered, when it said it would be delivered - which was about 4 days after the order. It arrived as it should and it was cheaper than any other site.

It was only a cycling jacket so not much to get wrong. But overall they were fine and I’d use them again.

I have ordered my first bike but unfortunately they had to cancel my order because the item was out of order. I gave them another chance. They sent brand new bike to Poland. They forgot to include pedals but they offered me refund. I really recommend that shop.

Staff were very friendly & just listened to what I wanted. Other shops simply try to upsell you all the time, but not here. Walked away having bought an affordable item that does what I wanted.

I purchased an item which was faulty and had to be returned. Having used the tracking to confirm it had been returned I then waited a week but heard nothing. I phoned and was told there was a big backlog and they would process the return the following week - didn’t hear anything. Phoned again and was told the item was on the desk of the person responsible for warranty returns but he was sick and was due back on Monday and would contact me - again nothing. Phoned for the 4th time to be told the guy was in a meeting and would phone back - again nothing
Raised a disputed with my credit card company
Absolutely terrrible

Tried to order a bike on-line.
Stated delivery date came and went.
E- mailed with questions several times, eventually weeks after I had ordered the bike and after e-mailing for an update, they said that the bike order had been cancelled, due to stock error. Bike still available on-line, hence I asked to re-order, but they said it was out of stock. They apologised for their mistake and indicated on the phone that they would send vouchers as an action of ‘good will’. This promise did not materialise and was transformed into free pedal upgrade if I bought a bike at some-time in the future. I expressed my preference for the vouchers, but no response. I must confess I have no confidence in the company. I would be very careful about ordering anything of any value in case issues arose, because I would be worried about any problems being resolved satisfactorily at all, or without substantial arguement.

Ordered a bike online, which after a few weeks numerous attempts to get a delivery date I gave up and went to collect it. I was given every excuse possible to why the delivery did not happen. They then stopped replying to my emails so had to start calling (Chris was very helpful!).

On a positive they did give me a voucher for the inconvenience, which when spent the goods arrived nice and promptly.

I would use them for small things, but order a bike online at your own risk. It seems a recurring issue for them, maybe they just do not want to deliver bikes!

Excellent service at the Waterloo bridge shop, knowledgable, welcoming, interested and genuinely helpful. Took great care to fit me with the perfect helmet, irrespective of brand or price, final outcome is amazing, the best fitted comfy lid I have ever owned, and it was very reasonable price . Highly recommended shop and staff.

Rubbish online store. How could it be cancelled and refunded without any explanation or apology. Even during the live chat, told me that I will receive the product in next a few days.

Took 3weeks for my item to arrive. On arrival a crucial part was missing. I sent photos showing the missing component in anticipation of receiving the small part. They just insisted that I returned the complete item, so I opted to buy the part myself from another shop for a mere £3. Do not buy from here, terrible customer service, an absolute joke.

I checked the stock of the store before ordering. The website said that the products were available.

I ordered click & collect. When I arrived at the store, the items were not available.

On my second visit, one of the items were missing.

This is an absolute joke. If I knew it would have taken this long (over a week), I would a) had them delivered and b) gone elsewhere.

In line with the recent posts I too received shocking customer service. I ordered on-line on the 28th for collection 3-5 days from Waterloo, London. On the 2nd I received an email that it was no longer available. When I rang the branch to see what had happened I was told they did had 1 left when I ordered but it was sold in store to someone else. Poor stock control. Rude customer service and No apology, told that they could not help in any way. Disappointing

I am urging anyone reading this NOT to buy from this disgusting shambolic insulting company.
Do not part a penny to this company
I have never experienced such shocking and upsetting customer service in my life
I spent £1000 on a bike here. The money was taken instantly from my account. I had email confirmation of my order. 4 days later I had an email saying my bike is out of stock - that was it.... my money was taken so I emailed asking for a refund. They have not replied. It's not been over 3 weeks and I have still not had my £1000 back. I am that desperate for my money back I had to message them on twitter facebook Instagram - they have "read" but IGNORED every message.
I have had to report them to trading standard and possibly the police for theft

I am still waiting for my money back which I feel they have stolen from me

All the indie bike shops were shut in that icky in between bit of Christmas and New Year, Evans were rude and too busy but Cycle Surgery in Spitalfields saved the day and my bike. They were friendly (seemingly an underrated quality in bike shops), efficient and genuinely understood how vital my bike is to me and why I wanted to get back on the road as quickly as possible. It was reasonably priced, cheaper than other indie places I've been to and no more expensive than where I usually go (Tokyo Bikes as that is where my bike is from, means I have a record of all repairs etc)