"Service above and beyond."

This was my first experience of Velorution, and I have to say, it was extraordinarily pleasant. I was trying to buy a gift for my wife, a brooks backpack. Not too difficult you might think; unfortunately the particular one my wife had her heart set on was about as rare as hen’s teeth.
I tried everywhere, including the manufacturer to no avail. This was a Christmas gift, so I was working to a deadline. After much searching, Velorution was showing stock of the sought after bag.
I spoke to the wonderful Amelie, who told me there was stock, but it was in the Chelsea store, which it would have been impossible for me to pick up from.
Amelie then arranged for the transfer of the bag to the Hackney shop, and also arranged courier delivery for the next day. She even messaged me when it was all arranged to confirm.
I received the bag the next day.
This is how all retail should operate. Faultless, efficient and friendly service.
Thank you Amelie, and all other staff members involved.

"I'm bored of waiting now - I could have built the bike myself by now!"

I echo what a lot of people seem to be dealing with at the moment. I ordered a bike back in May and still haven't received it. I have called the store about 6 times, visited in person and tried to get through to Customer services central number only to be told "we are busy call back later". I always get the same response - blaming Pashley - but my sister ordered the same bike on the same day from a different shop and received it a week later. If there are issues with the supply chain blah blah blah then people should be offered refunds not just be left waiting like mugs - we shouldn't have to chase to get our own money back or an update on delays and expected delivery times. I think during the 6 months I have been waiting I have received 1 update email.

"5 Months later, still waiting for my bike - be warned"

I normally dont write bad reviews but my experience here has been quite awful.

Ordered the bike in July, I was told that there would be a three month wait which i was okay with. With a three month lead time my bike still hasnt arrived and now its nearing the mid of November so its wait of 5 months. So please be warned if anyone is ordering a bike with Velorution.

As for the customer service, i have email about two or three times to get any sort of response back. Velorution should be the ones informing the customer about the delays on orders not the other way round.

If you have read any of the previous reviews you will find similar experience to mine.

"Happy customer in the Chelsea branch"

I just bought a new bike from the Chelsea branch and couldn't be more satisfied with the whole experience. Jake was extremely helpful, knowledgeable and amenable and having arrived unsure whether I even wanted a new bike, I left with a brand new beauty which is perfect for me. He has also helped me since with specs for locking the saddle and wheels with Hexlox so that I can order from their website. Excellent service and highly recommend.

"Larbi at Velorution Chelsea was very…"

Larbi at Velorution Chelsea was very good at sourcing me a brompton bike . I was told by many bike shops that the waiting list for a brompton was until March . I had just had my Brompton stolen in Chelsea. The thief had cut my d lock with a grinder. I needed an immediate replacement brompton for commuting to work from East Sussexas I use the train. He rang round and by chance found one with the exact spec I needed at the Mare Street branch in Hackney. I was very lucky and very grateful. Thankyou Larbi.

"Great high end bike shop"

I have used Velorution a number of times. I have always found them to be very helpful and go above and beyond. they carry an amazing range of high end stock and are very knowledgeable and give good advice. highly recommended.

"Happy customer"

Great service, love my bike and use it all the time. There was a slight delay due to covid related issues however that is unavoidable in the current situation

"Be warned"

What ever you do don’t get anything from this company. I ordered a high value bike and have been waiting for over 5 months and am still waiting. Furthermore, it has been up to me to call them over again to find out what the hold-up is. They have the most inept staff imaginable. There are plenty of much better bike shops in London. Be warned.


In regards to your well managed reply.

Firstly, for every 5 calls/emails I make to your company I am lucky to get 1 in return.
Apart from all the other false due dates and lack of previous contact. Let’s discuss this latest episode, now that I seem to have your attention on a third party platform, which unfortunately I can’t get in the normal way by calling you at your shop -but I can see means more to your reputation, hence your reply. -You told me that I was waiting on a seat post. (Just another thing in a long list) After the date you said this would happen expired, and I got no call from you, which sadly as said has been the theme in dealing with Velorution, I was left to call the manufacture myself to get answers, and found out there was going to be yet another hold up (this time with some clips) which again your company neglected to inform me of. Pashley told me you would call me that day to explain about the clips but as usual I got no call. It is no surprise, having read other customer reviews, that this is the norm with Velorution. Your company has no genuine commitment to follow up orders and from other reviewers I have seen the word “lazy” featuring a lot,
In your shoddy reply you have emphasised my wait and this is for good reason because you can lay the blame at Pashley, which I now know are just as useless, and I won’t be recommending them either when people eventually see my daughter riding her bike, but in truth your company did as little as possible, very badly, by way of helping us with information and your reply is just an added insult to the long list of doing nothing.

"lazy lazy"

lazy lazy. poor service, attitude and very poor assortment. try to punt you to hackney for everything

"Ok.1 star is harsh"

Ok.1 star is harsh. I love my bike. Bought in Marleybone in 2016. So much so that I have recommended Velorution to several friends and colleagues who have gone on to purchase New bikes from them. However the service experience is absolutely horrendous. Firstly getting a slot to get them to even look at my bike took months. They insisted I leave my bike last Tuesday (ie a week ago today) at 10am. Which I dutifully did. I have called numerous times to Marleybone and Hackney but nothing. Abysmal service. No communication and I still have no bike. I have no idea where my bike is, if someone has even looked at it. It has been sent for a full overhaul. I expect to spend several hundred pounds, but they don’t care. Nobody cares. If you care, go elsewhere, if you don’t care, then stay here, you’re in good company. Simply shocking Service. Buy a bike here by all means, then never go near the shop again. Oh and yes they still have my bike, so if someone reads this, please call me. Thanks I will happily update this if they turn it around 🤞