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Rutland Cycling Reviews

2.9 Rating 114 Reviews

46 %

of reviewers recommend Rutland Cycling

Company Reviews

2.9

Based on 114 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 29%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

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Rutland Cycling 3 star review on 8th September 2022

Mr Denis Goulden

Rutland Cycling 1 star review on 19th July 2020

Rutland Cycling 1 star review on 2nd July 2020

Rutland Cycling 1 star review on 2nd July 2020

Rutland Cycling 1 star review on 2nd July 2020

Rutland Cycling 1 star review on 2nd July 2020

Rutland Cycling 1 star review on 2nd July 2020

1

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”

Posted 3 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”

Posted 3 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

Posted 3 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

Rutland Cycling 1 star review on 2nd July 2020

Rutland Cycling 1 star review on 2nd July 2020

Posted 3 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

Rutland Cycling 1 star review on 2nd July 2020

Rutland Cycling 1 star review on 2nd July 2020

Posted 3 years ago

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

Posted 3 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.”

Posted 3 years ago

“I ordered a bike onw month ago, was told a delivery date of 5th June. Bike was dispatched 10th June. Been with the courier since 11th June. Courier have lost the bike. Rutland have not answered the phone, returned my emails and have left me to deal witht the courier directly. I have no bike and no answer about what they are doing about it. I want my money back please?”

Posted 3 years ago

“Bought a Frog 55 on the 3rd of April and still haven't received it. Called, messaged and emailed ove 20 times and had bk response! Appalling customer service, i can speak to a sales assistant almost immediately but after sales are not returning my calls!”

Posted 3 years ago

“If I could give 0 stars I would. Absolutely horrible service from the start, I advise anyone thinking of using this company to stay as far as possible. Purchased an "in stock" item only to be told they did not have the bike and had to order it from the supplier... three weeks later they still have no idea where my bike is or how long it will take before I receive it. Customer service teams are a waste of time, being told "we will let you know once your bike is despatched" is not good enough. Noone is willing to help me track down my bike and everything gets blamed on coronavirus when in reality it is the way the company is run. DO NOT USE THIS COMPANY!”

Posted 3 years ago

“Waited 2 weeks for MTB tyres to arrive no tracking number dispatch note from carrier delivery info ,sent email first week did not receive order a and got a reply 3 days later informing me my order has been sent out waited another whole week still not arrived ,Thankfully Paypal refunded me the same day and won't be ordering anything from Rutland again . Incidentally Tredz.co uk delivered the same tyres the very next day via TNT.”

Posted 4 years ago

“My Partner has just spent 2k on an electric bike with this company, from day 1 there where issues with it that he let them know, the biggest one being the gears which they said they would pay to be fixed if he went to the shop, guy in the bike shop said the seat was so wedged in he would break the frame if he tried to move it, so my partner took the bike all the way back in person to Rutland, he has now been informed he has to pay for a new seat that he didn't even move as its stuck in the first place, the bike is still under the 30 day warranty and they are trying to blame him for the errors, absolutely awful customer care, it now seems our only option is to go to trading standards, avoid buying from theses guys its been an absolute nightmare!”

Posted 4 years ago

“The delivery was bodged. Communication was inaccurate and slow but mostly it entailed me contacting Rutland multiple times trying to ascertain what was going on. Customer service reaction was of no practical use. This is the worst online purchase experience I can recall suffering.”

Posted 4 years ago

“Absolute joke of a company. They took money for a bike, meanwhile i spent a few days buying accessories, then 3 days later they cancelled the order as they apparently haven't a clue what's in stock. All the other stockists sold out by the time i finally got to speak to someone. They kept promising they'll call - they did not. They didn't reply to emails. I was just kept on hold while they thought up excuses. Lamentable excuses they were too, lots of lies and excuses.”

Posted 4 years ago

“Poor Customer Care... On 3 January I bought Cannondale SCALPEL-SI CARBON 2 at Rutland Cycling (Web Order No. 304301), a competitive price, easy and fast online shopping process. From here the problems start... the shipping wasn't fast but I can consider it reasonable... but when I get the bike it comes with a piece RockShox XLoc Full Sprint Remote Control broken. I take several photos of the bike still inside the box and send it to customer service, without quick response I decide to call and explain the situation... I proposed to take the bike to a local store in France (country of residence) to pay and then send the invoice to be refunded... long process of emails, later they say they send the part themselves because the part that the local store said it was necessary to replace was not the right one. They send the part... and send the incorrect part, instead of sending the Full Sprint they send the single sprint... in the shop take the trouble to disassemble this piece and assemble it on the other control but without success. The Lefty suspension and the RockShox rear were never locked and unlocked correctly. Ah, I must say that they paid me the invoice for the store's labor (+/-50€). I take the bike to another local store to see another opinion... same answer the RockShox XLoc Full Sprint Remote Control has problems and does not let bleed correctly. I write again an e-mail explaining that what is necessary is the piece, and they reply that they have contacted Cannondale and expect a solution. In short... today May 8th I’ve used the bike 2 times, the suspension still doesn't work properly and I don't have a solution from the seller or the brand Cannondale... more than 40 emails exchanged without solution...”

Posted 4 years ago

“I have been shopping for years on the internet and my experience from Rutland Cucling, was by far the worst that I have experienced. Communication was unacceptable and response times was unreasonably slow. Their organization is a disaster, they never informed me when my order was sent, and after my persistence, the information they gave me was wrong. Finally, when I pick the bike, it was poorly packed, inside a box of another company, and it had scratches and marks on the stem, the top tube and on the left chainstay.It was also obvious that it was assembled and disassembled and and did not come from a stock. The total mpression I was given was that I was shopping from a neighborhood shop in a developing country. Simply unacceptable!”

Posted 5 years ago

“I paid ~£1,100 for a carbon bike from Rutland. The frame was damaged by the chain coming off 6mths later. I was told the damage was caused by "mechanical failure". I was somewhat surprised that a bike could not cope with the chain coming off(after all this is not an unusual form of mechanical failure) and even more surprised when I was initially told that it'd cost me £375 (+VAT) to buy a new frame. After much debating with them their offer was changed to replacing the frame with a spare carbon frame they had kicking around but still feel appropriate to quote me £250+ for the privilege. Their response is they can't do anything because their suppliers won't cover it. They for some reason appear to be missing the point that I bought the bike from them, not their suppliers and they have a responsibility to have supplied a bike that was fit for purpose (not a bike which cannot withstand a chain coming off). Very disappointed with the bike and very disappointed with Rutland Cycling. I did not find their customer service to live up to what they state on their website under their mission statement. This whole experience with them has caused me a lot of stress and inconvenience.”

Posted 5 years ago

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Rutland Cycling is rated 2.9 based on 114 reviews