Poor communication, dont reply to emails, still waiting for a back light to be installed 2 months later and no sign of refund.

I visited the Marylebone store on August 20th and enjoyed excellent customer service from Andy and his colleague. They encouraged me to take different bikes for rides and were extremely knowledgeable and helpful.

I have ordered from their online store 1 week ago, they immediately took my money but up to today I have not had any update on the order status and/or shipment. I have been calling and sending them emails since days but they keep ignoring me and not answering to the phone. I definitely do not recommend them

The only reason I went back to this store, is that it is local to me, and a distributor of Orbea bikes. My experience this time round was similar to the last; terrible systems, and a completely lackadaisical approach to customer service, throughout. I placed an order for an Orbea bike at the start of April, with mid-May as the estimated delivery date. The bike was already in stock, for the same price, at another retailer, but less local - so I thought I would wait. As that date came and went, I emailed the store. These emails were never answered. Every time I rang the store, it always instantly went to a recording indicating that call volumes are high, ending the call on an instruction to email instead. Whenever I visit the store shortly after such, the store is usually empty. It doesn't really add up. Store staff have tacitly admitted that no-one answers the store email address, and that I need to email staff personally. This works (with a few days delay, usually) as long as they're not on holiday; if they are, which seemed to affect me a few times, their lack of automated responses leaves you in the dark. So, I visited the store every few weeks or so, asking for an update in person. Most times I've been, its a 15+ minute wait as every Orbea purchase order is gone through meticulously trying to find the one including my bike. Why are their systems not better integrated with their suppliers? An instruction is given that I'll be emailed on rung back. This happened only once, out of 3 or 4 where it was promised. That phone call was an admission that the member of staff had no idea what was up, but perhaps someone in next week would know, and that I'd be called on Monday. Which obviously didn't happen. In the end, over 4 months after having to pay half the cost of the bike up-front, Bruno admitted to me today that the "web team" reckon it is unlikely I'll get my bike this year. He kindly offered me half price on a lock if I took the bike in a different colour (that, inexplicably, they were sent by Orbea) - an offer that might have been attractive if the same lock wasn't available at under half that price online. I can understand if Orbea themselves have been poor at responding to Velorution here, but the seeming indifference to my plight throughout most of the process was disheartening. It seems as if Velorution cater for eBikes, with higher margins; and if you want anything else, you're not really their priority. I instead bought the same bike from a shop the other side of town. It has consistently had stock all year for this bike, so not sure how their relationship with Orbea can be so different. No need to put a deposit up-front, either.

Fantastic store Fantastic staff Fantastic range Fantastic service Fantastic advice Jake, Jayson and Tom very knowledgeable they can’t do enough to advise and help.

They had what I needed & price was right. I would give them 5 stars if it weren't for the exorbitant *shipping cost & the lack of shipping updates; I had to contact support for the tracking #. Nevertheless I'm happy that I received my part and it was packaged well. -Thanks! * Note: I should mention I live halfway 'round the world.

Ordered a Ruff Cycles Lil'Buddy ebike from Velorution on Tuesday the 1st of June and received a call that Friday to confirm that the bike would be dispatched on Monday. Before ordering I had read that it can take upto 14 days for bikes to be dispatched so I was delighted that things were moving much faster than I had anticipated. The bike arrived via DPD well protected in superb packaging and in pristine condition. So nice to deal with a company that actually has stock when their website says they do! I had a number of queries about the bike which included a price match request which I made after I had ordered. Stuart at the Hackney store was absolutely amazing and took care of everything for me promptly and professionally. It's tough finding these bikes in the UK! Practically everything is out of stock everywhere you look. Luckily for me, the only store in the entire country to have the bike I desperately wanted was a goodun! I would recommend Velorution without hesitation and plan to visit the Hackney store soon to get some accessories.

I ordered a rack on 6th of May, today 7th of Junr I did not receive anything. They took the money they answered the first week but now it is 10 days without any contact. I asked to be refunded no answer

Bruno is a great worker. I bought a Pelago bike and had it delivered to Glasgow. He explained the purchase, the procedures, and the delivery. The delivery was not a very good experience but that is to do the delivery company not Velorution. After the delivery, Bruno checked with me if everything was well. He also sent me some equipment for free. Overall, great experience. Umut

If you want a happy life, ignore this company. Very slow delivery, ignore phone calls and emails, I would strongly advise that you shop elsewhere.