"First and last order with Velorution"

First and most definitely the last time I will order anything from Velorution. Ordered two cycle helmets on Tuesday 20 April which were both showing as being "in stock". Received a dispatch notice 2 days later, but the following day only one of the helmets arrived. Tried contacting Velorution by phone and email to check on the status of the missing helmet but could not manage to speak to anyone. Called again on Monday 26 April and managed to get through this time. Told that second helmet was coming from their Islington store so would be chased up. Tuesday came and went and still no sign. Emailed again but no response. Has now been a week since I ordered and still no sign that the second helmet has even been despatched. I understand that delays happen, but for a small company looking to operate as a credible online player, customer service at Velorution is non-existent. No-one has bothered to acknowledge or respond to any of the emails I have sent enquiring about my order, giving the impression to the customer that they don't really care. If you are reading this Velorution, please take note - don't waste yours and your customers' time trying to run an online business if this is how you treat them.

"Great service very happy with my bikes."

I ordered 2 Tern Nodes online, then somehow came across the reviews of Velorution...not good reading for sure! My purchase has been super smooth, I had a phone call a couple of days after I placed the order “just checking I did want 2 bikes & not a mistake” I thought this was nice, my bikes turned up 1 week later well wrapped and therefore really pleasant easy positive purchase, I ordered lights from them and they turned up 2 days later. So Velorution Well Done!!!

"Probably one of the worst retail…"

Probably one of the worst retail experiences I have ever seen, staff rudely shouting at customers and being totally over the top 'this shop is not for browsing' !? Clearly not for selling any either!

"Placed an order online on their website…"

Placed an order online on their website for some brompton bits, after two weeks still no sign of parcel.
Tried calling them several times(no answer), emails with no reply, had to open a case with paypal.
I would not recommend them whatsoever! They might sell nice bikes but customer service - really bad!

"Super service from Roger - Islington Branch"

I'm not sure what's happened with the other reviewers I can only write about our experience - we have had absolutely amazing service from start to finish. Roger at the Islington branch was very patient with me, a bike novice that rang him a million time with piles of questions, he was very knowledgable and super helpful so much so we bought a second bike just weeks after buying the first one. We did call a company local to us first but they were only interested in money and just said choose a bike off our website and we will sort it. I hadn't got much idea about electric bikes Roger ran me through the options available over the phone. Both bikes arrived via DPD. Would definitely recommend Islington branch in store or on phone. Excellent service

"2 disappointing experiences, there won't be a 3rd"

14.02.21 16:40 I stopped at the branch to see if they had any suitable cycling bags, was asked to "come back tomorrow" ...20 minutes before close and staff think Good Customer Service is asking Customers to come back another day when there is plenty of time to serve them there and then!

This is my second bad experience with this company, the first in January at Kings Road, went on my lunch break to view a Carbo Model X, and was asked to wait outside, no time frame of when I'd be served, just wait outside, in the COLD. That should have been my first and last interaction with Velorution,14.02 certainly was and only happened, as I work sometimes literally nextdoor at the BBC! There will not be a third occasion.

"Order never arrived - customer service is silent"

Ordered an (in stock) item on the 4th of Jan. Still hasn't arrived 4 weeks later and customer support does not answer emails. I will certainly not go to Velorution for any purchase in the future again

Update: customer service did get in touch and I received a refund.

"Got what I ordered and speedy response"

Bo nothing about the company. Live in sweden. Knowing that intl logistics been a mess xmas 2020, I must say, handles like any local struggling retailer. Speedy answering, when order confirmation looked messy, rested my worry. Quick shipping and accurate, polite and serviceminded response. Even under promised and things showed up ahead of time. Cheers. No worries.

"A total lack of any customer service"

A total lack of any customer service. Having placed an online order after 6 days still no detail on shipping. No response to emails to Customer Services and nobody answers the phone. Beware!!

"Ordered an "in stock" helmet on 21st…"

Ordered an "in stock" helmet on 21st Dec for Click and Collect. The order is still down as being "processed". I've messaged them twice and have heard nothing.

Also purchased a basket after the helmet purchase at another branch. After I chased them, I was told to pick it up after 5pm. I got there 15 mins early which is good because I found out that the scheduled time was after the store closed. The staff weren't particularly apologetic for the timing error and even said they didn't know why they were given the basket. So very bad communication between their staff and branches.

The two experiences together make me think their services is appalling!

I suggest going to Condor Cycles for a much better online and in-store experience!