Cycle Surgery 

Absolutely shocking customer service. Ordered a bike for my son on the 12th dec for delivery before Xmas , only to be e mailed on the 20th that the order had been cancelled. Rang in the day only to be rung back at 7pm at night only to be told that they could not help in any way. Could have told me much earlier then I could have sorted something else out. Disgusted.

Ordered a bike online on the 16th Dec, sating guaranteed delivery for xmas (as it was a present). Not heard a thing by the 20th so emailed company, almost immediately received an email stating ordered cancelled……no reason, no apology. I assume I will ok for a refund as I paid through Paypal………..as stated …………is this really a legitimate company?

2nd bad experience

A couple of years ago I ordered a road bike from the Dublin branch
I was told to come back in a week when it would be ready. I came back in a week to find my bike had been sold to someone else the previous day. It was on the floor built up so some guy came in off the street and bought it.

Recently I gave them a 2nd chance and ordered a bike for my daughter. 2 weeks later and still no change to my order status. Contacted support who said it needed to be taken from another branch. Fine, but another week goes by and no change. I explained I needed it delivered in time for Christmas and they said they'd get back to me. They didn't so I cancelled. Shambles

Ordered two bikes which were delivered, perfect condition and great value. Highly recommended albeit slight downside was delivery took a little longer than indicated online, not an issue for me but worth noting.

Cycle Surgery Highbury and Holloway has friendly, professional staff who try hard to find solutions to one’s bike problems. Great when you need your bike fixed!

A customer centric company, I have visited the Leeds store, and purchased, the environment is welcoming and the staff informative without being pushy, I have also used the website, and purchased, ok they don't have as bigger range as the big 2 online retailers but that can be a good thing as they have invested in quality product offerings specific to their customers needs and wants rather than trying to cover every base, personally I can't fault either the physical store experience or my e-commerce experience.

Always very helpful, and they price match any proposal

Definitely recommend the FULHAM store. Thank you Billy and Roy from Fulham Cycle Surgery - really helpful guys with excellent customer service. I took my bike in to get my brakes fixed, they quickly solved the problem and gave the bike a once over too - really impressed by you're kindness!! Thank you Sarah - Fulham

Brillant sevice dispatched same day i orderd item arived as expected will shop again

Really dissatisfied with this place and won't be going back!

Bought a Whyte Friston (cyclocross) from them expecting a quality bike and decent build but on the 3rd ride out the chain started slipping onto the axle, the result was a chewed up chain stay and damage to the frame's paintwork! I understand the cable stretches but the limiters should prevent the chain coming off the sprockets and damaging the bike.

I took it back to the shop and explained what had happened and they initially told me they'd look into repairing and could possibly replace the derailleur cage but the next day they rang and said that the slippage was nothing to do with their build and instead was the result of a bent hanger. They then informed me that they had bent it back and retuned the gears and that was all they would do.

When I explained that the bike had not sustained any damage, had been ridden solely on tow paths and tarmac and that it had not been leant against anything that would bend the hanger (in spite of the fact that the chain was slipping onto the outside axle so the bend must have been away from the frame) they stated it might have just been from "hard gear shifting". So I never got to witness the "supposed" bent hanger and by just bending it back I imagine they have weakened what must be a pretty weak component if shifting was enough to damage it.

So I was left having to repair my own bike having owned it for only 4 weeks as a result of what I believe was incorrect setup.

Serves me right, I'll go to a decent bike shop next time!

I was skeptical regarding buying a new bike from Cycle Surgery. I had read a lot of reviews in 2015-2016 saying that there are problems concerning that the bikes were not in stock, bikes didn’t match to customers’ orders etc.

But the price was a real bargain. So I took the decision and right now I am with a brand new Scott Scale 970 at 559 pounds.

Everything went ok. Staff from the Cycle Surgery was all the time in touch with me, telling me in which section of the process my bike was. I was emailing them every day, and the staff always was telling me details about it’s process.

I think the key point for someone to be 100% sure for his order, is to communicate directly with the shop in which the bike actually exists, and to make sure that the bike is indeed there. Also, make sure that the bike you are going to buy, will be attached to your order after placing (this order) in the web system.

Bike was in excellent condition, and I was told from the beginning that it was a display model.

Also, the shipment lasted only one week from UK to Greece, can you believe it? (Of course, it took another week for the bike to be ready to be dispatched from the warehouse. I was emailing them every day to see in which stage my bike was, they were all the time telling me where it was)

Pedals were missing (and so, I was given a 25 pounds gift from them)

So, I am happy from both Cycle Surgery and my bike.

I have been a customer for several years now at the Holborn and Southwark Bridge branches. I have always found them to have knowledgeable staff who have never been too pushy. I get my bike serviced at the Holborn branch and it goes really well afterwards.

Had a brilliant experience, I was having issues with gears and they saw me there and then and explained everything to me. The mechanic picked up on things many others hadn't and fixed them.

Having seen the negative reviews of the website here, I had reservations about buying from Cycle Surgery. But the price for a pair of Castelli Nanoflex leg warmers was better than anywhere else that I could find. So I bit the bullet. I ordered the leg warmers on a Monday. I received a confirmation email almost straight away, which was reassuring. However, with the earliest delivery date having arrived, and still no dispatch email, I popped them a quick email enquiring where my package was. Chris responded within 4 hours informing me it had been dispatched, and supplied me with a tracking number. The next day, Friday, it had arrived. Despite the negative reviews, I would recommend Cycle Surgery to others. At least for smaller items like clothing, can't comment on bikes.

Another disappointed customer. When this company lists an item for sale, it doesn't necessarily mean they actually have it. The script is as other reviewers have said. I was purchasing a road bike. First there is a problem with the item (rear disc brake in my case) and they have to get a replacement, then the warehouse is overrun because they are busy with the sale and then it turns out they don't actually have the item. My credit card was never charged, but I wasted 2 weeks waiting for something that didn't exist.

Great store at Chertsey, had a bike fit done today all thanks to Nick, 10/10 for service.

Great store at London Victoria. Excellent staff and service.

I've recently purchased a New Whyte mountain bike but decided to return it, the customer service or should I say a lack off, has been shocking to say the least.The shop (Romford) or customer service between them is the worst I've ever experienced! it's really unacceptable, my advised to "ALL BUYERS BEWARE YOU HAVE BEEN WARNED!!"
** DO NOT BUY**

Absolute waste of time! Ordered a bike then heard nothing for a week, contacted them and was told it would be dispatched that day, 2 days later no bike arrived, contacted them again and they said it was delayed by a few days, no communication whatsoever, got in touch again to find out a new delivery date to then be told it was delayed by another week as it was being built? This bike was available in the Romsey store but apparently then sent to the warehouse to be checked/built! Utter rubbish, it could have been sent direct from the store, seems like they didn't have it stock after all, the customer service is woeful, do not buy from these clowns, asked for a refund which is pending.