Great Portland Street 75-77, W1W 7LR, London, GB
Velorution the home of urban and electric bikes.
Great predictable experience! Great service, product, and a very customer friendly followup.
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.
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 - 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
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, speedy delivery and items very well packed
Great service! Fast delivery, well packaged.
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.
The bike was delivered to the agreed schedule but was shipped in a box intended for another bike. Included within was the invoice for a different purchase and no other paperwork. I contacted their support team using the specified method on their website but have received no response since. I would not choose to use this company again as I was also not impressed by how the bike was secured for transit (bubble wrap thrown in, not wrapped around bike) and the level of ready-to-ride construction (none of the bolts were tightened to the correct torque limits). I hope that the company takes note of this review and aims to improve future customer service.
Excellent and attentive service from a knowledgeable staff; I got exactly what I wanted.
Bought a pair of cycling gloves, arrived promptly and without hassle. Thanks
On the plus side, delivery was prompt Less good, the item was mailed to the billing address, rather than to the shipping address. I emailed Velorution on receipt of their confirmation, but this had no effect, and no apology. Whether the error was due to their processing of the order or a slip-up of mine due to lack of clarity of their order form, I shall never know. The fact remains that a birthday present failed to reach its destination in time, and put me to unnecessary inconvenience. Beware!
Very happy with order
I called into the Kings Road store on a Saturday night after experiencing a few issues on my bike whilst out riding. It didn’t need booking-in, Jason dealt with it there and then and was massively knowledgable on what I was experiencing. Highly recommended, very impressive!
I had a great experience at Velorution in Hackney. I've wanted a Schindelhauer for years and Devon sorted a test ride on three bikes, as I wasn't sure which gear set up to go for. Very Helpful. They are now my "go to" shop.
From order to delivery a fantastic service with great quality merchandise.
Phoned the Chelsea store to help with a birthday gift that was obviously time sensitive. Great service...all delivered on time! 5 stars for excellent service. Thank you
I bought a Brompton Rear Rack from Velorution as it's more affordable than buying from Brompton directly... However, once I completed my order, there was no confirmation email - and even after creating an account on their website to track my order, my order details weren't available anywhere on my account... also, once I created my profile, I couldn't login again - even after doing all the Captcha checks. It was quite frustrating. I did manage to receive an update from Royal Mail, once they received my parcel for delivery - around a week after purchase - and got it the next day. Would have given 4-stars if i there was a confirmation email - like other shops...
