Cycle Surgery 

I should have read the reviews on here first!

I purchased a saddle and had to chase almost daily via their online chat. The saddle eventually arrived later than the stated date. Worse still, it was an old, discontinued model and not the current model. There was no indication on the Cycle Surgery website that this was an old, discontinued model.

Whilst the online chat staff try to help and are polite, they aren't able to offer any helpful or useful information.

I've never been able to get through on the phone either (tried the 0800 number and the 01483 number).

Emails to their customer services team are never answered.

This has been one of my worst online buying experiences for several years!

So I seem to be another unhappy customer and like many below, having ordered a bike in store I have had to chase and chase the delivery.
It’s been over three weeks now and having made contact with the customer service guys and girls (no issue with these polite staff) but I was promised a call back to tell me what was happening, but nothing!
Never again and unless I get a call back today I will be cancelling my order. Very poor service from a huge chain.
JP Somerset

I’m afraid that I would not buy from Cycle Surgery again simply because they are unable to fulfil an order I made online for a bike. I purchased a sale bike in July with stated delivery as 3-6 August. Since that date no bike. The only contact I have had had been instigated by me. The staff have all been polite but unable to explain anything about the delay. Finally after another frustrating email I was told that due to a warehouse merger the bike, along with numerous others, has not yet been built. One assumes that the warehouse merger is not something that just happened overnight with no planning so why would Cycle Surgery give unrealistic delivery dates. I’m guessing that if they were up front on the web that many of its potential customers would shop elsewhere.
So currently I have no bike, no date and fading hope of the order being fulfilled. Interestingly enough I wanted the bike to enter the Southern Velo 100 and if you look on CS’s twitter feed you’ll see a preety picture of England Rugby player Victor Ebogu getting fitted for his new bike for this event. That’s good publicity but doesn’t reflect the real online customer experience. So sadly wether my bike arrives or not I give them nil points for open communication and nil points for proactive updates. The online staff are good but I will never use the company again.

Very Positive experience purchasing 2 x Bikes (for my wife and I) in Cycle Surgery in Victoria, London.
Not sure if it was because of one specific Sales Assistant but boy did he know his stuff - nothing too much trouble as well.
This kind of service and product knowledge is sadly rare to find these days but when you are prepared to be spending upwards of £1600:00 in one visit that's how the service should be!

Great product at a great price. Quick delivery too. Very pleased!

Long story short, I have had to constantly chase a delivery of my bike which still hasn't arrived after four weeks and missing a France trip I ordered it for. Multiple flaws in their system - stocking errors and extreme lack of communication and confusion amongst themselves and me has me confident I will never order anything from them again. Only 1/2 women chased this up and gave me useful answers in the last few days.

Bought some inner tubes from the website. Great deal, quick and free delivery - exactly what you want when buying online.

CycleSurgery is like Jekyll and Hyde- in store the service is good, but stay away from the poorly designed website, with unreliable delivery dates and delivery promise of 8-10 days for click and collect that are not met. I’ve a pair on shorts ‘being picked’ for 4 weeks now and a delivery overdue that they can’t update me on.

If you’re only shopping for fun it might work, but don’t order if under pressure timewise.

I ordered a hybrid bike and rear rack, last of the 2017 models on June 19 on the 2-6 day delivery promise, to be collected from the London Victoria store. 7 days later, still no bike. Chased them up several times, both at the Victoria branch and head office. Neither could tell me a straight story whether it was actually in stock, in transit, in the warehouse, in the store, waiting PDI, etc. Finally got it 29 June after threatening to get a refund on 28 June. When collecting, Victoria staff didn't bother to check whether it was the right size, seat height, etc other than to point out it was a bargain (duh, that's why I bought it) and here you go, we're too busy talking amongst ourselves what race we got into in the weekend. Reluctantly fitted a D-lock mount after I asked but otherwise lack of interest in helping a customer. Is this because it was an online order? Got home and noticed the handlebar ends were missing as were the bottle cage bolts. Is this how you normally sell bikes? It shouldn't matter if things are on sale, if it's ordered online and then collected, money is money and for the bricks and mortar retail industry, cash is king. If you don't want to go the way of Maplin or Toys'r'us, get your act together, Cycle Surgery! Oh yes, and about two weeks later I get a call saying "you're bike is now here to collect"... That's some inventory system you have there.

Great communications, trustworthy and quick for sales and customer service. Thanks, my bike is back together again.

I have been waiting for over 2 weeks for an online order despite the items appearing to be in stock on the cycle surgery website. Fair enough but when contacted regarding the delay to my order I have now been assured on a number of occasions that the items are ready for next day dispatch which simply has not happened. Very poor customer service, and the worst online delivery service I have ever experienced. I won't be using them again.

Always found the staff to be knowledgeable, interested and keen to help.

Not sure why these guys have been getting such a bad wrap .

Went into the Wandsworth store and they were really helpful . Brought a bike worth £1600 yesterday and they were brilliant . Took the bike home , it started making a rattling noise . Took it back and Tony took me into the workshop and gave me a detailed ecplsnation on trimming ( problem now sorted ).

I had brought my old trek domane to Halfords in battersea 3 times before as i had the exact same problem . Not once did anyone ever explain this to me . Instead they told me i should get it serviced . 2 gold , 1 platinum ... cost me £200 . They even used pliers to pull my trim apart to stop rubbing

Cycle Surgery is great. Good range of product, nice and knowledgeable staff, efficient check out.

Dreadful customer service......
Bike was booked in to have hydraulic brakes bled. Date was agreed and price confirmed. I turned up with bike as agreed at 1000, having to leave work specially to drive the 30 min journey.
Cycle Surgery response was that they just "couldn't do it".
Too busy, had taken on too many commitments, only one member of staff, he as was on a day off yesterday.......
These things do happen but why didn't they just contact me and explain?? They had all my contact details!
If you choose to use them Good Luck!!

Brought to them my girlfriend's BRAND NEW bicycle (purchased a few days earlier) to simply mount an accessory and they've not only mounted it badly (no offense but I would have done it better by myself), but also screwed up some other components of the bike which, once again, was brand new and is now giving problems! Despite we pointed this out (and we wanted to return the item), they haven't refunded us and they haven't been able to fix the bike either. Cycle Surgery, MANY THANKS for making my girlfriend cry and for damaging her brand new bike.

The mechanic don't know what is doing, noone knows!!! Don't bring your bike there!!!

I left them my NEW and FULLY FUNCTIONAL Specialized Diverge E5 BIKE, that I bought one week before, to put just the mudguard on.
They should not have touched anything on the bike to put them on, because is the kind of mudguard that you just close with a rubber lace, but apparently they did.

I took my bike after they put them on and it starts to do really bad noise on the breaks, I was so angry because my bike was so silent and it never did any noise since it was super new!!!

So I brought it back the next day and when I went to take it back, they say "the mechanic fixed it" but when I asked, what was the problem they didn't even know what the mechanic did, and when I went out the shop to try it the noise on my breaks was still there.

I don't know what they did but for sure I am not going to bring my bike there EVER AGAIN!!!!

I bought an early rider better 20" for my kid 12th April 2018. I read in the site that delivery would take one week max.
I received parcel in Spain today 3rd May. Three weeks later.
I received a box from a different bicycle branch, Orbea, and my early rider inside. This is just unacceptable. Specially in a very pricy bicycle as "early rider" which is meant to have a very second hand value. And box as an original part of what I bought is also am important part.
I will never use this dealer again and will not recommend it to anybody.

Excellent service every time. Staff are happy to help and turn around for repairs / service is always speedy. Highly recommend going here.