Cyclesurgery reviews

Cyclesurgery reviews

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4.3
from 0 - 10
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Terrible service

Ordered a bike basket with collection in store, it was supposed to be ready for collection in 5-7 days, waited for a week no one contacted me, so I called a customer service and found out that some basket attachment was missing, so they just cancelled the order... with no refund for more than 2 weeks. Last week I called cycle surgery to remind them that they owe me money, I was told that I will get a refund the same day, but still haven'r received anything.
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No Bikes available

Tried to order a Moda bike but they only had one and that's on hold so the discount price they show is for non existent bikes only & they have none on order.
We could all put a great discount price for items we don't have available.
Deliberately trying to mislead the public.
Disappointed.
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Awful Customer Service

I recently purchased re-chargable batteries for my Exposure rear light. However, when the item arrived, the order was incomplete.

The order was for the following product .. http://www.cyclesurgery.com/pws/UniqueProductKey.ice?ProductID=CEXS004000 .. and as you can see, it clearly states that the product includes a recharging unit.

The actual product description is "2 x Exposure Re-Chargable Batteries For Spark/Flash/Flare, include recharging unit." Whilst I received the two batteries, I did not receive the recharging unit.

When I informed the Cycle Surgery customer service dept, I was told, "Apologises, we will get you out the charger as soon as possible." - Tom.

Then, 3 days later, "We have look through all of our stock, although exposure used to include a charger they no longer do and just do the batteries." - Tom.

There was no desire to locate the missing charger, simply return the batteries for a refund. I didn't ask for a refund and nor did I want one.

The product was clearly described and as such, they have an obligation to fulfil the order.

I know things like this can happen but if their attitude was one of help & assistance, I could accept this but they've made NO attempt whatsoever to help.
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Without a doubt top quality service. Cycle Surgery Romford Branch

Im amazed at some of the comments here because my experience has been quite the opposite. I bought my Roubaix from the covent garden concept store which is a cycle surgery franchise and the service whilst not outstanding certainly wasn't poor.

However shortly after my purchase I discovered my local cycle surgery in romford. The service I have recieved from this store has been nothing short of exceptional.

Minor adjustments have always been carried out without complaint, they price match just about anyone, even when I took my bike back for adjustments 4 months after a service these were done foc.

The staff at this branch are always happy to given you genuine advice which doesn't always involve them selling you something and most importantly I think these guys ride and know bikes.

I would highly recommend this store to anyone and in fact I do. If you want to experience they best of service visit this branch of cycle surgery and see for yourself.
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Poor Servive

I put my bosses bike into Camden branch as the front derailleur was broke and for a basic service. I had a mumbled voice message the day I put the bike in on the Wednesday as it was booked in for Thursday. I went to investigate on the Thursday and was told that the derailleur had to be ordered and wouldn't be there until Monday. I was told this is because no other branch nearby had this part and it must be delivered to Head Office who bring it on a van the next working day ie Monday. I was told if I could find the part myself, they would put it on for me. Thanks!
It was too late to get next day delivery for me to do it myself, so I told them to just order the part and get it done.
When I returned on Monday I was told that the engineer ordered the wrong part and it may take days to get the part as its a special order. They then decided that they maybe able to use another part for the job and one of the staff will go to Kings Cross to get it.
I told them I needed the bike by 5 as they had already had it for 5 days and was told that it would be ready.
I returned to collect the bike and was told it may need a new chain and possibly a new cassette. I had already promised to get the bike back by 5 so told them I would rebook it and they promised me no service fees on the rebooking.
The bosses chain snapped that night going up a hill. He had to lock the bike, get a taxi home and take it to an independent nearby to get it home the next morning.
P@@s poor. Would not recommend.
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Do not use

OMG ! do not use this company! I ordered a MTB last Sunday and delivery times set between 5-7 days and then I have to collect it from the store, as this is the type of service they offer. Day 9 today and just collect the Bike after receiving a txt and Email and Call yesterday evening that the bike was ready for collection. Left it for the night, and was at the store 10am , only to find it in pieces. took them another hour to put it together.
I emailed with a complaint last week and no response, email again over the weekend , no response, called yesterday only to find the bike was still in transit and same status than on Friday. Was a birthday present, but now spoiled. Visited Chertsey CS and was greeted with unfriendly and unhelpful staff. They are robots and become defensive if you ask for help. would not even take my phone number on Friday to let me know when its ready and told me very abruptly ; you should not even be in the store if you didn't get the confirmation; fine but , when I did get the confirmation , Chertsey wasn't even ready! I looked at the order tag on the bike, it stated.... Must be done asap collection 2nd May???? How can you get it so wrong!! Mark was nice, but OMG not going into that store again !

I will never recommend you and never buy from you again..... Back to Evans from now on ! Let see if I'll get a response now ( I doubt it!) , Louise
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Warranty cover?

Bought my specialized allez 16 there within a year the rear hub nut came loose and the cassette was wobbling around. It was about tightening an internal bolt with a 11mm allen key but they refused to do it unless I was charged £25. It was me explaining how the reae hub worked, it should be the opposite. Sent a Complaint but all I got was excuses. Ordered the allen key by myself and solved the problem in 2 minutes. Very lazy and rude. It was at the shop in Spitalfield, London, where I bought the bicycle. Terrible! They initially booked me an appointment and then changed their mind...wasted my mind and the main customer service refused to refund me a mere £3 which was the cost to buy the allen key.
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Felt Scammed - (CycleSurgery Pentonville Road Branch)

Took my bike in for maintenance, rear gears replaced when I thought they were ok, front cogs looked like they needed replacing but they didn't even adjust them. They sprayed something all over the place which smelt like wd40 and caused my disc brakes not to work.

Overall I got the impression they did 5 mins work and replaced as much as they could whilst leaving room to replace more later at more expensive prices than necessary.

Left me with a death-trap, could it be any worse?

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Cyclesurgery Details

About this company

Here at CycleSurgery we offer a bike for you, whether a mountain biker, road cyclist or commuter, from £300 to over £3000 our range covers the worlds best cycle brands and the hottest products in clothing and accessories. We have 19 Stores in the UK and Ireland and have been trading since 1992.

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