Placed an order on 10Sept. I tried to cancel 2 days later via email and website form because on the web it says 'Dispatch in 7-10 days'. Had no response. I sent another email on 18Sept, still got no response until today. The order status still 'processing’ until now. So I haven't received my item nor got my order cancelled. Tried to make a phone call but it always busy and suggested to contact via email.

Had my ebike lights activated in the week. High praise for Tom, who not only activated my lights but also upgraded the software to the latest Bosch Power. Couldn’t ask for better service from a busy person and store. Highly recommended. Thanks

By far one of the worst bike stores in London in every area. Bad attitude, zero communication on orders, take payment for bikes with no clue when they’ll arrive (the manufacturer for my bike confirmed there were none left to send) and then the attitude to wasting your time beggars belief. Incompetent and totally apathetic - the complete opposite of what the London cycling community is about. Avoid at all costs.

I recently visited the Velorution Marylebone branch to buy a bicycle. They didn’t have the bike I wanted in stock but I was able to try out a similar bike with 11 gears. The bike I wanted was the Tern BYB P8. The shop assistant, Bradley, was very helpful in showing me the bike, all its’ features and how it folds & unfolds. I was told before my visit that they had a bike in stock at the Hackney store but it was too far for me so I visited my nearest store. Bradley ordered the bike for me to collect in store and told me I would get in on Tuesday which was one week away. I was really desperate to get a bike earlier but left the shop feeling happy that I would get it the following week. However, already on Thursday the same week, I got a call from the Marylebone branch telling me my bike was ready for collection! I was over the moon and collected the bike after work. He told me that he had made it urgent realising how desperate I was to get it earlier. When I collected the bike, once again Bradley showed me how the bike was un/folded and adjusted my seat. Off I cycled with my brand new bike! I couldn’t be happier with the service given at this store! The staff are very knowledgeable and go beyond and above bringing you the best service. Highly recommend visiting their store.

The range of bikes is good and if you are lucky you will get a good person to help (there is one particular very good guy in Marylebone called Tom). But the management in Marylebone is awful - and when they mess up they don’t apologise they do the classic “not me mate” act. Then try to pass the blame. Then try to blame the customer (who should always be right?)

Terrible service.

I came to the store 15 minutes before closing, they have one particular bike available that i interested with. Because they were about to close, they offered me to reserve the bike. I gave my email address and phone number to reserved it. The store open at 10 and I came 10.15 and the bike has already GONE. The guy said "There was a women who bought it, and she came before you yesterday too". What the hell??? Whats the point of me reserving a bike when you can sell it anytime without letting me know? The guy who offered, reserved and sold it was the same person. I don't understand how Velorution trained their employees, but surely they didn't taught them what reserve is. What a waste of time.

Never received my order and have not had any reply to emails I have sent!!!!!!!

Couldn't find this Pashley basket anywhere but here online, including at Pashley! Good price and fast delivery. Basket looks great on the trike!

I still have not received my item after 21 days, and have had no response when I queried by email 🤷‍♀️ The in store customer service has been fine in the past but I really don’t know what is going on with the online store.