Company Details

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.

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 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 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!

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

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.

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.

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. 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 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!

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 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.

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.

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 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.

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.

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

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

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 🤞