Cycle ExchangeReviews 

The team at Cycle Exchange are simply brilliant. I’d been searching for a specific bike for quite some time, and they kept me updated with new stock and upcoming arrivals throughout. Not only did they track down the exact frame I wanted, but they also built the entire bike to my exact specifications—components, wheels, everything—at a fantastic price. Their service went above and beyond my expectations. I genuinely couldn’t fault them.

Excellent service. Bought a Orro gravel bike late evening online and it was packaged and despatched the next morning. Only delay was the courier company . Bike was better than I thought and the marks advertised were very hard to see. Would recommend and buy from again in the future.

Great communication and fast delivery

Excellent customer service and stock to help exchanging bikes or purchasing bikes very easy. Able to answer all questions and help with all your cycling needs. Onsite mechanics are also very helpful. I recommend cycle exchange.

Very helpful, helped reserve a bike and explain the best options

A very good selection of bikes to choose from. The customer service and speed of communication was fantastic. You can expect a little reduction on any bike you are choosing to part exchange in as their mechanics will find something but as long as you're happy with the bike you're getting in return and the overall deal then you should have no complaints.

Amazing customer service, quick responses and very helpful and kind. The bike seemed in pretty much new condition and I am loving it!

Excellent service. Good price offered for a Tarmac SL8. Very happy with the purchase. Top quality.

Product delivered successfully and on time . Product exactly as offered

Awaiting a final outcome. Should good customer service prevail, I'll amend my review accordingly to reflect that and end the tale.
I used Cycle Exchange after A LOT of research and reviews of different sellers including the usual marketplaces. I was reluctant to use auction sites due to the lack of assurance I felt came with them
The assurance of many good reviews and service promise of CE contributed to me finally placing an order for a Gravel bike, a Scott Speedster Gravel 10. The bike spec and inspection were good ("our inspection found no imperfections"). The seller warranty and claims of the best way to own a quality second hand bike, were believable at face value.

Despite the claims of Cycle Exchange, the bike turned up with numerous faults that were indicative of a VERY poor bike inspection & process.

The bike had different tyres than specified, had virtually ineffective disc brakes - particularly the back one. (No stopping power on a simple road lap never mind on a loose gritty trail ) These were raised and a solution agreed that I would take the bike to my local bike shop to see what was going on at the same time as my by-choice, conversion to tubeless.

The local bike shop bled the hydraulic brakes and had to replace the pads that had " gone off ". Whilst this solved the brake issues, the local bike shop also identified that the rear wheel had some ( a VERY minor amount) lateral play. This had been checked with the wheel out of the frame and was still pleasent. In the frame all thru axle torques were to spec A VERY minor amount but enough to make me question this with Cycle exchange as the bike was meant to be super-serviced with no faults identified on their comprehensive in-house inspection listed on the website. Initially, Josh from CE stated he had checked numerous bikes in their shop after my contact and they were all the same, with lateral play in the rear wheels - therefore it was normal he stated.

I couldn't have disagreed more and insisted on a refund/ return.
Upon putting the bike into a frame to remove saddle, bottle cage and garmin mount, I too examined the rear hub/axle/bearing issue.

The bike when freewheeling, came to a stop remarkably quick. To me this reinforced a freewheel/ bearing issue.
I also noted that the rear cassette and pedals turned with gentle rotation of the back wheel im both directions of the wheel being turned by-hand - again reinforcing an issue with the free hub/ bearings / axle

Videos of this and a comparison of the poor free wheel speed were uploaded to YouTube and the links sent to CE

I gave CE the option of me taking it again to the local bike shop but they stood by using a return to them.

I have stated quite clearly that I like the bike and I'd dearly love to keep it but only if these issues are rectified satisfactorily. At this moment in time, the bike is awaiting collection and letters have been sent to the Directors highlighting the issues and asking for some common sense intervention from them along with a return to good customer service that they seem to have built their business on over the last decade.

So far, a VERY frustrating and disappointing experience. I placed the initial order on August 23rd, received it on Sept 3rd after selecting the all singing, white glove specialist delivery service ( nothing soecial at all - pedals not even installed and no ability to test ride upon arrival, no xplr demo) and at the time of writing this, Sep 17th, have only ridden it round the block once and subsequently to and from - the local bike shop.

I'm now tied into a small amount in a credit agreement and out of pocket for not only a bike I cannot ride but for the cost of getting the brake issue identified and rectified after receiving the bike.

Buyer beware and check your purchase THOROUGHLY before riding it outdoors. THOUROUGHLY!

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As it's particualry hard to discuss the issue without you ringing me, i'll resort to addressing the points you raise from my review, below:

Brake pads "gone off" means they were ineffective. Rust, poor set up, none use? The LBS attempted to rough up the surfaces but this did not make sufficient difference so the pads were replaced.

I've owned several bikes "at this level" and again disagree that lateral play is an expected or normal conditon. My orbea M30, Orbea Occam, Holdsworth Mystique all owned and used within the last 4 years, had absolutely no lateral play. These were a mix of 105, Eagle and Rival - all on disc.
This said, as i expressed a desire to keep the bike if it could be rectified or if you paid for the LBS shop to rectify it - however you were unwilling to support this notion.
If sold "as new", i'd also draw your attention to the damaged front rim as can be seen on your original listing. No defects were found in your inspection/sale or assumedly, so i assume the price was incorrect

With just one week to go before the Triathlon Nationals, we realised that my son, who was racing in the 13-14 yr cohort, had outgrown his BMC Teammachine. Not only did Cycle Exchange help us choose the right bike for the format, but prepared it, with the necessary gear restrictions, ready to be picked up the next day. The part-exchange deal was also very fairly priced.

Helpful and professional team - sales/ admin & workshop. Great concept

The bike was better than I expected - delivery was reasonably quick, and well packaged - I have already had much fun on my new second hand cycle.

Came as planned.
Looked as seen
Couldn't be happier

Excellent communication, service all through the process of buying

Equipment is well price and delivered in the condition that is given

Brilliant 🤩

Excellent service and great customer service from start to finish. Excellent communication from all the team including Hazel, Matt and Josh. Thanks to everyone at Cycling Exchange

Was a bit dubious about buying used needn't have been. Fantastic choice of bikes and I found the exact make and model I was wanting. Very truthfull about any scuffs and scratches with photos. Buying process was simple with finance options. Went for man and van delivery, delivered quickly fully protected and assembled. As good as a brand new bike but for a lot less money. Highly recomend these people for what they do.

Great service from Hazel in the Kingston shop we bought a used ebike which was virtually new and managed to sell a Specialized Allez back to them.

excellent communications and customer service. Bike was dispatched and received very quickly, well boxed and packaged.