Name: Rutland Cycling
Rating: 2.88

“i ordered a bike pump from them. it was saying 48hrs postage or 5 day click and collect. so paid for 48hr delivery. ordered on the 17/3/2021. this item was in stock and it said on confirmation will send out in 1 day. then on another part it said 48hr delivery estimated delivery 25th or 26th march !!! they despatched on 25th march and today is saturday the 27th . as parcel force dont deliver on saturdays unless you pay them more i will not be recieving till monday and if i am not in they will take to my post office so i have to either get it redelivered or stand in a queue to collect something that should be delivered to my house. shocking service from rutland cycling. i will stick to using leisure lakes.”

Helpful Report

Posted 3 years ago

“Ordered a kids frog bike from here in good time for a birthday. They sent the wrong one, ordered an 8-10 yrs got a 3-5 yes instead. Not ideal but ok mistakes are made, contacted them & asked for an exchange for my original order. This is where the customer service goes very wrong. They insisted that the wrong one they sent was returned & received by them before dispatch of my bike. Now had I ordered the wrong size that would’ve been ok, my fault, but when it’s their fault you expect an apology & an immediate dispatch. In the end after days of numerous e-mails, always me corresponding first, I got them to agree pick up on delivery. They were more interested in getting the one they’d sent out wrongly than providing me with a £350 bike I’d bought. No follow up to check everything was ok which you’d expect given the circumstances. Very poor customer service, couldn’t be more disappointing, wouldn’t order a bell from them in future never mind a bike!”

Helpful Report

Posted 3 years ago

“Sold and took payment for a helmet, pedals and multi tool. All said were in stock and dispatched within two days. One week later nothing. Emailed and said only the helmet was in stock. They said they would post the helmet 24hr. Three days later it still hasn’t been dispatched. The only reason this company gets 2 stars is that they refunded me very quickly.”

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Posted 3 years ago

“I purchased a giant, gears not set up, I think the barrel adjuster may be cross threaded, the gear cable has a slight fray to it, quite disappointed, I have ordered bikes from other companies in the past and never had a problem, whoever claims to have set my bike up needs retraining.”

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Posted 3 years ago

“Totally shocked at the service from this company !!! You pay a premium for next day dispatch they then tell you it’s a estimated time ??? Going on holiday In a day cycling and now have no bike woman in customer services could not care less !!! Shocking service and disgusting customer services Ask for a refund on my next day dispatch charge and they says they will just refund the full amount !!! Fantastic service NOT !!!”

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Posted 4 years ago

“So far, Rutland Cycles have exceeded my expectations. Initially I had no intention of purchasing a bike, but after finding a great fit at a good price, I was intrigued. Drove back to the Peterborough location and dealt mostly with Chris. Chris was extremely polite and professional, got the bike ready and walked me through the purchase process, giving great advice on other aspects of riding/equipment. Once home, there I noticed that the front disc brake made an awful noise when used. Admittedly this was something that was overlooked by the Rutland team, but after an email conversation with Chris via email (partially on his day off), I had new pads in the mail and to me within 2 days. After changing the pads (very easy), the problem was solved. Overall, my experience has been great! I would recommend visiting Rutland, but especially the Peterborough location.”

Helpful Report

Posted 4 years ago

“Rutland cycling Cambridge have good customer service, keeping in touch for any extra attention a bike service may need. The price was reasonable and the result a bike that performs as it should. Thank you very much. Sarah”

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Posted 4 years ago

“We've bought two Giant hybrid bikes during the lockdown. From day one they were making noises, I think they were badly assembled. Noises are loud, we get looks from people while cycling. Noises are coming from the wheels, pedals, and core. Also the chain is rattling, touching the gear shifter. Gears don't switch fully and sometimes get stuck while shifting. We also have to pump up the tires every month, they lose air quite quickly. We tried contacting the support but had no support from them, we were suggested that we should do regular bike checks, like every couple of months which costs £50 per bike. We are very upset and disappointed with Rutland.”

Helpful Report

Posted 4 years ago

“I can honestly say I do not under the negative reviews. I get the occasion problem, but that happens with all retailers. I purchased my bike on Tuesday 11th and was delivered on the 13th, well packaged and set up as described on the website. Considering the bike I purchased is out of stocked everywhere else I could not be happier with the bike and service. Can’t wait to get riding.”

Helpful Report

Posted 4 years ago

“Buy from them at your peril. My daughter order her first carbon bike from them, She was so excited as needed a good bike to cycle the virtual ridelondon100. Bike came not packaged well, carried as not advised by box. Box damaged chain off thats not the end of the world but front wheel bent. The courier had not even tied the box to stop it moving. So without good packaging it did not stand a chance. Customer service is shocking no more of the bikes left she was extremely fair asking for the next bike up with the same discount she got on the ordered bike which meant she would have paid more than she wanted. They offered at not even 12%, she politely made her point and asked for it to be looked at by a manager. No response at all all day today. She has sent a nice email to MD David Middlemiss who from his linked in account "stands out in the crowd and has turned Rutland cycling around, informing him to look into his customer service, how the bikes are packed and the courier they use. Well this stand out in the crowd MD has not even confirmed he got the email (no out of office message) Shop elsewhere guys save yourself the stress. My daughet may now miss out on the classics medal as I am not sure she will make 100 miles on the bike she has. I am beyond disappointed or angry. Sleep well tonight Mr David Middlemiss and your employees.”

Helpful Report

Posted 4 years ago

“Absolutely terrible service received from Rutland. Only leaving 1 star as zero not available. Ordered a bike, tyres & shoes on 2 June. Only got the bike after chasing them 3 weeks after ordering, they had no record of the order despite sending me confirmation. I then had to chase the shoes & tyres a couple of weeks after this. The shoes were no longer available & the tyres were on order from supplier apparently. Seems a pretty easy thing to communicate but I only found out as I chased them. Swapped shoes for a different pair but I’ve now received the wrong tyres on 2 occasions & am still waiting for someone to contact me to rectify. All they do is say sorry in reply to my emails & then take zero action to try & fulfil their end of the transaction. Their incompetence knows no bounds. Avoid at all costs.”

Helpful Report

Posted 4 years ago

“I've been trying for a couple of days to book cycling for my family. They will only do the booking online. The site malfunctions. I tried Whitwell, Normanton and Pitsford. Several phonecalls. Pitsford said they had bikes available for two days time. The website wont let me book online at all and they wont book on the phone. I shall not be buying my new bikes from them.”

Helpful Report

Posted 4 years ago

“On receiving my bike, I was very disappointed as there were no assembly instructions at all. According to the website, the bike would come fully assembled, apart from the handlebars. This was not the case. I had to put on the saddle and peddles which I managed even without instructions. The problem for me as a complete novice was fitting the front wheel. I had to remove one of the brake pads and then could not get it to work properly after. I am now in the process of having to contact a mechanic to build the bike, at extra expense.”

Helpful Report

Posted 4 years ago

“Very Poor customer feed Back - Still wait for £4600 Bike - had to chase for receipt - incorrect invoice - will have to re instruct for 3rd time- Just poor Customer service - we are very busy for that last few weeks does not wash - look elsewhere for better customer service”

Helpful Report

Posted 4 years ago

“I had a £3000 bike delivered to me on Friday 19th June 2020. After removing the bubble wrap I noticed a deep large scratch on the downtube. I called immediately and after waiting almost one hour I got to speak to someone. First of all they said that touch up paint may solve the problem. I was not happy at this suggestion so they asked me to send photos of the damage. 4 days later I received a reply saying they could offer me £50 worth of reward vouchers (have to spend with Rutland Cycling). Again I was not happy and told them. They came back with an offer of £100 instead. I told them that this was an insult and requested a return. This was arranged with the damaged bike being delivered to them on Monday 6th July. Almost 2 weeks on and I still haven’t received an acknowledgement of the return or what is happening with my Cyclescheme voucher that I used to purchase the bike. It is now the 19th July, exactly 1 month after receiving the damaged bike. I have no bike, cannot reuse my cyclescheme voucher and am totally fed up with Rutland Cycling customer service. It as appalling! Emails take days to get a response and wait times on phone calls are unbelievably long, that’s if you’re lucky enough to get through! I have copied the M.D. and a CEO in to my emails but they obviously don’t care either as I’ve had no communication from them. I’ve also tweeted but not had a single response that way either. I’m at my wits end! I have no further avenues to explore and just have to wait for Rutland Cycling to get on with it. Who knows how long that will be!?! PLEASE DO NOT USE this company if you value good customer service.”

Rutland Cycling 1 star review on 19th July 2020

Helpful Report

Posted 4 years ago

“Guy Williams from Rutland Cycles, what a star!! I bought a Trek Boone 7 from them (an almost dream cyclocross bike). Unfortunately it has mud clearance issues using 33mm tyres, my frame was written off after just two muddy rides. Sorry Trek, love you but not good enough on this one fir a bike designed for mud!! During lockdown sourcing a suitable replacement was difficult but Guy came to my home (yes my home, socially distant and then some) three times and manage a dream bike replacement for me which I simply love. A Specialized S-Works Crux off the peg build to die for with Sram red Etape and Quarq power meter!! My daughter is both physically and cognitively disabled. Her Cerebral Palsy and recent bouts of pneumonia make her extremely vulnerable and hence we have been in complete isolations for a lengthy period of time. Going to a store was not an option for me! Guy your help her was to die for. I am so very grateful for your intervention and simply love the Crux which makes these old bones simply fly accross the rough stuff. Thank you so much for sorting this out for me and the extra graft required to do it. 10 out of 10 from me. Perfect service!”

Helpful Report

Posted 4 years ago

“Nightmare customer service. Do not use Rutland right now to get a bike I order a bike at Rutland, and I was very excited for it to arrive. I paid nearly 1k for it, and while it was a bit out of my price range, I decided to go for it. When I got it, the bike was damaged in multiple spots. Big divots and scratches on numerous places, and I was very upset. It's been over 1 week with zero help from Rutland. Their customer support and service has been absolutely appalling! They do not answer the phone, and they ask to email with an SLA time of 2 days. It's now been 10 days with no help from customer service. I will never buy a bike or any product from this company ever again. To not prioritize customers that make a big purchase and get a substandard product, is so upsetting to me. I now have an expensive bike that is sitting in my flat and can't use it until I hear back and get this problem solved. After over 10 calls and 8+ emails, I still have yet to get any support or help. I'm SO UPSET and disgusted. I would never treat my clients this way, and I would properly prioritize complaints and problems as they come in. I can't believe this, and I likely will end up just returning the bike for a full refund given how upset I am. I feel helpless with no help or support.”

Rutland Cycling 1 star review on 2nd July 2020

Helpful Report

Posted 4 years ago

“Nightmare customer service. Do not use Rutland right now to get a bike I order a bike at Rutland, and I was very excited for it to arrive. I paid nearly 1k for it, and while it was a bit out of my price range, I decided to go for it. When I got it, the bike was damaged in multiple spots. Big divots and scratches on numerous places, and I was very upset. It's been over 1 week with zero help from Rutland. Their customer support and service has been absolutely appalling! They do not answer the phone, and they ask to email with an SLA time of 2 days. It's now been 10 days with no help from customer service. I will never buy a bike or any product from this company ever again. To not prioritize customers that make a big purchase and get a substandard product, is so upsetting to me. I now have an expensive bike that is sitting in my flat and can't use it until I hear back and get this problem solved. After over 10 calls and 8+ emails, I still have yet to get any support or help. I'm SO UPSET and disgusted. I would never treat my clients this way, and I would properly prioritize complaints and problems as they come in. I can't believe this, and I likely will end up just returning the bike for a full refund given how upset I am. I feel helpless with no help or support.”

Helpful Report

Posted 4 years ago

“This is a rubbish company!!! Customer services are rubbish! So are the damaged bikes.”

Helpful Report

Posted 4 years ago

“After purchasing a bike from Rutland cycling online on the 29/05/2020 I was given a ‘estimated’ delivery date of 09/06/2020. 9 day ok it’s not quick but I can deal with it. Delivery date comes no bike, no statues change in order l, no communication. At no point was it made obvious that as I was purchasing the bike there would be a delay. 10/06/2020 go onto their site, click around to see they are experiencing delays. Ok so I’ll give them a call, literally rang several time for the next 3/4 days I couldn’t get thought. While trying to get through I sent two emails and had an auto reply saying it would be dealt with within 48 hours, you guessed it no reply within time scale sent another email to this date I haven’t had a reply to the second email, but it did take a week to reply to my first. So back to bike, order 29/05 - estimated delivery 09/06 deliver 16/06 a week late I can deal with. However when it arrived the state of the box it came in was horrendous! After reading on their website the bike arrive in custom boxes etc etc mine arrived in a seriously battered cardboard box with Rutland Cycling signage but it was held together with duck tape from rips on the ends and corners. In all fairness this could of been the couriers doing. Open box get all the bits and pieces, watched their ‘how to guide’ on how to build the bike handle bars, pedals etc. Read their PDI note and noticed it mentioned I should attached ‘reflectors and Bella’ these weren’t in the box, maybe my bike didn’t come with these items but the wording suggested it did but again I’m just happy to have the bike at this point so didn’t think much of it. Set up the bicycle, sit on it and the tyres are flat I thought this would be an item completed on the PDI but it wasn’t on mine. When I finally had the tyres pumped to the correct PSI, I finally got to use the bike, it was brilliant, prefect size and was prefect for doing the cycle paths by me. I brought a Cube Aim Pro 2020 mountain bike, I’ve been using the bike on parks and cycle paths. Today 21/06, 6 days after receiving the bike guess what, broken. The gear shifter for the peddle crank is touching the peddle wheel. I’m not familiar with bikes so I can only put it like that. I can honestly say it has made me raise questions as to the safety of the bike, how well the PDI was done, and weather Rutland cycling to try and meet their demand are falling short on key areas. I will be calling into their most local store to me a good 40 minute drive to speak to them I store direct to see what the issue is. As I’m still covered by the distance selling act and the product is clearly fault I might just get a refund even tho, you could forgive all of the mess but not until the product breaks/ becomes faulty. This is a mountain bike I brought the closest it got to anything like a mountain is the small hill I ride up in the road! All in all, bitterly disappointed with the service after I placed the order and was left asking questions on the condition it arrived in for it then to break meaning I’ve lost faith in the Rutland and the safety of the bike.”

Helpful Report

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 40%
Accurate And Undamaged Orders	Greater than 75%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	2.8 out of 5

Rutland Cycling Reviews