"A complete scam"

I am having a terrible experience; I paid £145 for my bike to be sent to Guernesey, received an order confirmation from cycle sent but the courier never came to pick-it up. The "company" is neither returning my emails nor my phone calls so I eventually just called the shipping company who told me that they had never received any order with my name: i.e. cycle sent just completely faked the whole thing and gave me a fake order number.

Don't trust their overall trust pilot rating I did the same mistake, if you look at the detail of the reviews it's either people like me who got completely robbed or 5 star reviews.. that simply tells that the guy behind this is busy writing fake reviews rather than answering phones calls and running a proper business

"AVOID"

AVOID. This company seems great on the face of it, but in fact they just purely outsource delivery to couriers and as a result they take little care or interest if anything goes wrong with the delivery itself. They never seem to pick up their phone, the answer machine recording is simply weird, the box didn't arrive with packing material as instructed, and most importantly the customer service via email was very unhelpful. As far as I can see there is nothing to be gained from using them, and in future I will use a courier directly.

"Highly recommended"

Highly recommended, fast efficient service and helpful staff :)

"First time customer and would recommend…"

First time customer and would recommend them for a good safe service. Needed to get my sons bike to him at uni, great customer service to arrange a meeting point for receipt of bike.

"Happy with the service"

Happy with the service. Very efficient .
Would use again or recommend .

"Great service"

Great service. Collection and delivery all ran smoothly within time frames given. Would definitely recommend .

"An excellent and professional service and reasonable too."

An excellent and professional service. Bicycle box delivered here in Suffolk on Monday, bike collected Tuesday and delivered to Southampton Wednesday. Plus a very quick response to my emails. Plus plus a very reasonable charge.

"Totally feckless"

A terrible experience with Cyclesent. They managed to lose my bike... to be honest, this is forgiveable in my view as, whilst that seems like a surprisingly clumsy thing to have done, I appreciate that everyone makes mistakes.

What I am not able to excuse is the derisory response of Cyclesent to my enquiries. Their phone number seems to be totally un-manned and they have not picked up any of my calls (literally 27 in total across the last few days). They are equally useless by email, simply reply about once evry 24 hours saying "I will call the courier to find out what's happening" and then never responding.

At present the situation is still unresolved without any update from Cyclesent as to what is going on.

"I have also signed up to trustpilot …"

I have also signed up to trustpilot specifically to leave this review.

I’ve never had such an appalling experience of any customer service- I am not a natural complainer.

-Company just deals with logistic companies, they don’t courier your bike themselves
-The courier sent went to the wrong building and left after being told there was nothing to collect. I had spoken to cycle sent and the depot to confirm that the driver would call my phone on arrival, this was assured to me.
-All I have received is an auto email saying:

‘Sadly your order 9121137 // 6915 was a failed collection yesterday- as there is nothing to collect.

Please can you follow this link, which will allow you to pay the re-collection fee and let us know when you would like this attempted again.’

-The depot just say I need to speak to cycle sent
-I now cant contact the company on phone, email or Facebook: nothing for 2 days of persistent attempts. I’m not paying a re-collection fee and need the company to organise proper collection with the company who actually do the logistics.
-At this point cycle sent have left me completely stuck and confused with no possible option for contact, refund, or a way forward.

-I’m getting very unhappy. The only option I could see would be to call in to the registered address for cycle sent on my way up north late tomorrow night to receive my refund + compensation for petrol and time due to route deviation from the M1. I’d be even less happy if that address turned out to be an incorrect address of company registration

Ben Stead

***Updated post****In response to the answer provided below by Cycle Sent:
The information you have stated here is entirely incorrect and shouldn’t let you off the hook to other readers:
1: The courier did not try to call my phone on collection- I can provide phone records. I very clearly asked for this before as I said it was was essential for locating me- the address isn’t incorrect at all.
2: In terms of email contact- you are talking about the ones you sent as soon as I went on here, you wouldn’t answer phone or email for 2 days previous to this trustpilot review.
3: Don’t try to blur the appearance of this interaction: the fact is that you don’t have a phone number that is actually manned and emails don’t get answered: I can prove this with 2 days of records.
I have just called the depot again after you sent me a new consignment number- they told me that collection is booked for tomorrow: you didn’t inform me of this earlier you just asked ‘When can we collect the bike please?’, which makes it sound like collection would be today. If I hadn’t have called them, which is a pain, then I wouldn’t know

If it was a missed collection that was quickly resolved I wouldn’t be so fussed: the problem is that you can’t run a company without providing good communication to your customers

"Simply superb service"

Simply superb service. I wouldn't use any other courier for sending precious bikes.