"Great predictable experience"

Great predictable experience! Great service, product, and a very customer friendly followup.

"No communication no delivery"

No communication. Impossible to get in touch.

More than 2 weeks after I ordered I’ve had no response by email and cannot get through on the phone. I spent over £200 on items from here and I’m not sure I’ll ever get them or get a refund.

"Great price and delivers when they said."

Great price and delivers when they said.

"Pretty average standard of service"

To be honest, I was not overly impressed by the customer service experience with Velorution. They (sort of) delivered (eventually) but didn't exactly go out of their way to help.

I was keen to buy (and more have fitted) some mudguards a pannier rack for my bike (Velorution being the sole UK stockist for the model).

I was first told that they did not have any racks in stock, but that I should keep an eye on the website, and that there will be loads available as and when they came in. I was told that if I called up the (Chelsea) store, they would be able to fit it for me. This was fine, but I was rather hoping that they would put me on the waiting list/alerting service, and call me when the rack came in, rather than requiring me to periodically check a random website.

When the racks finally did come in, I was told that they were not in stock at Chelsea, and that I would have to order it online. Again, I would've had a better customer experience if they had arranged transfer of the rack to Chelsea, and then arrange for it to be fitted for me. But it seems that they didn't want to go this extra mile to provide me with a decent experience.

I duly ordered online (the website is clunky and kept crashing, requiring me to order mudguards and pannier racks separately). The items then took ages to arrive. In fact, there were only 2 left in stock when I ordered and I was lucky to secure the item (which quickly sold out).

I've had to struggle to fit the rack/mudguards myself (there were no instructions and screws were missing from the pack).

In essence, I (eventually) got what I needed but it was a struggle and they didn't exactly go out of their way to help.

I am now in the market for a second e-bike but given this customer experience, will be going elsewhere.

"Communication non existent"

Communication non existent - no response to my emails or phone calls - poor service - will not be using again.

* Updated 19th Oct - velorution have since been in touch after seeing my feedback on Trustpilot and have resolved this issue.

"Great service"

Great service

"Very bad experience, (no reply, no products recieved"

Very bad experience, I brought 2 CHPT3 helmets on 8 September and they still haven't arrived yet (11 October 2022). It is shown that they already shipped their products to Royal mail on 15 September but there is still no update on the royal mail side as they still display "Sender despatching item" until now. Trying to contact Velorution through email but there is only a velorution ticket and no response or reply at all. I called them in their support section but they only guide me to reply to the order confirmation email that I received, and still have no response. Now I am trying to ask them for a refund as have waited for too long now. Still waiting for a reply. Hope others don't experience the same thing as I have this month.
(Update: finally got the refund back after more than 2 month)

"Excellent unusual product"

Excellent unusual product, speedy delivery and items very well packed

"Great service"

Great service! Fast delivery, well packaged.

"Poor communication. Late delivery."

Communication was poor. Shipping was delayed despite paying high international shipping fee. Despite promised to arrive within 7 days, it has been 2 weeks and items have not arrived. Disappointed.