Velorution - Marylebone

ZERO STARS AND THE PATIENCE OF A SAINT REQUIRED.

I ordered a new bike online from the web store and received confirmation of delivery within 2 weeks. After 3 weeks, I hadn't heard anything from Velorution and still no bike. After attempting to reach customer services I rang the Marylebone shop to inquire about the status of my order. I was told that I shouldn't have been able to purchase the bike online, as it was a website error. Though somehow despite the error and given the current COVID situation I was told to expect delivery within the next week.

A week passed and no bike had arrived, so I chased again. Only this time I was told the bike could not be delivered as it was incomplete (missing key parts) and unable to function. I was told to expect delivery within the next 1-2 weeks. After 2 weeks and another round of phone tennis, the saga finally concluded with the delivery of a bike sporting a busted chain that had to be repaired by another local bike shop.

Still waiting on the refund for the chain fix 3 months later.

Had a very bad customer experience. Added with a frozen and unfriendly reception by the staff. Bought a seat Saturday which did not fit my post. Went back on Sunday to return and they said immediately they do not do returns. Despite my insitance they just advised me to read return policies before shopping. Never heard about it. Instead they sent me a useless credit notice - no idea how to apply this. Avoid the shop and the brand.

They sold me a bike which cost £4k, I had a puncture on my tyre and I need to do the first service on my bike, they said couldn't do there because their workshop is in Islington, they sent the bike to Islington and when I picked up the bike was full of scratches. They offered to repair the scratches, but never heard of them after calling them 3 times. I won't recommend it. After sales services very poor.

Total disappointment, bought a very expensive ebike. they didn't explain the functions of the bike and it's workings. Then a few weeks ago had my saddle and seat post stolen, not one of the London stores had a replacement or could offer a decent alternative- just shrugged shoulders and said I would have to wait a month for replacement. it's been a month- no follow up. once they have shifted the goods they are not interested

I would highly recommend to any cyclist to visit this place. Adam was very helpful and knowledgeable when it comes to bike. Definitely will be back here to visit this place!

The team were really friendly, I had had a terrible experience at Evans cycles around the corner, these guys saved the day and really went above and beyond with customer service. Thank you!

I had the unfortunate experience of having my saddle and seat post stolen from my bike and had no way of getting home. After Evans had told me that they had no seat posts and that there was no other bike shop nearby (and generally not helping!), we stumbled across Velorution and popped in, probably with a look of desperation on our faces. Thankfully, the staff were amazingly helpful and for an extremely good price fitted a new seat post and saddle! Can’t thank them enough for helping us out in our hour of need!

The staff were patient and did not push. I was able to come back a couple of times to look at a bike and even try and fit a bike seat to the back. They were friendly and responsive and had good communication on email.