Rutland Cycling Reviews

Name: Rutland Cycling
Rating: 2.88

2.9 Rating 114 Reviews

46 %

of reviewers recommend Rutland Cycling

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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

Ian Day

Rutland Cycling 1 star review on 2nd July 2020

Kelly

Anonymous

Anonymous // 01/01/2019

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“Had to chase up delivery 3 times, they use Parcel Force, the worst courier I have seen, no attempt to deliver just kept putting insufficient address, Rutland can't explain why they use them”

Helpful Report

Posted 2 years ago

“Purchased an e bike ,less than 90 days ago ,for £3099 to include setting up and delivery. That was all fine. On day 86 the bike developed a major fault and is completely unusable. Eventually,it took ages,I spoke to someone who said it might be a software thing and to take it to a local shop. I did. It needs a new gateway in the hub and is unusable. The local shop not prepared to sort out any further for another retailer. Many emails and calls later they are suggesting I go to another local shop(there are none) and they will reimburse me. Rutland are the retailer. They sold it to me . They should sort it out not me.Either replace or refund me as within their 90 days as advertised on their website. I am furious. Happened 2weeks ago and have got precisely nowhere.”

Helpful Report

Posted 2 years ago

“Worst experience ever, ordered bike 10.00am 8th September to be told next day delivery, Waited in all day nothing arrived so called customer service to be told that bike was damaged on checking ? Therefore not sent out Agreed on a replacement for delivery following day yet again nothing showed so called again to be told despatch had made an error so bike not sent , Delivery now arranged for Monday as it was now weekend Monday came and went with still no delivery, upon calling Joseph was told that he can't see no reason why bike still not despatched so he would send out following day (Tuesday) for same day delivery ,Tuesday came and went still no delivery and still no apology from Joseph or any customer service advisors ,I have now asked for refund and am awaiting on a response Will never use again or recommend to anyone”

Helpful Report

Posted 2 years ago

“Well I brought a £6000 emtb from these guys and thought I choose the correct retailer. Well I collected my new addition and was given the bike and a small box of bits and bobs with NO explanation to features of the bike. They were very quick to offer me their maintenance packages which I turned down and that was the end of the interaction....thankyou goodbye!!! Great service NOT! So fitted my pedals and headed out to a very mild DH track to get a feel of my new beast!! Got a third of the way down and the hadle bars turned and threw me off the bike at which point I broke a thumb!! I finally got the bike back to my van and took it to my own certified bike mechanic who pointed out that ALL my cables where fitted twisted and not positioned correctly into the frame. He also highlighted that the torque settings had not been applied correctly hence why they came loose. BIKES ARE MEANT TO BE RIDEABLE STRAIGHT FROM THE STORE IM LUCKY I DIDNT GO STRAIGHT ONTO MY NORMAL DH SECTION. IWONT USE RUTLAND AGAIN FOR ANYTHING.”

Helpful Report

Posted 2 years ago

“Custoemr services is shocking!!! I bought my daughters first Raleigh bike online from Rutland, all appeared fine upon delivery but when my 3yr old daughter came to ride it in the summer the tyre was flat. After unsuccessfully trying to pump up the tyre I contacted customer services. I found them very patronising right from the start basically intimating it was my fault that my daughter hadn't rode it so the inner tube must have perished (over the 3 months it was kept in my house in my dining room) but eventually they agreed as a "good will gesture" to send me a replacement inner tube. The inner tube came and when changing it the problem became more apparent - a 16" inner tube had been put in a 12" wheel. I fed back to customer services expecting them to apologise and take this up with the manufacturer but instead I was told that this was completely fine. A 16" inner tube in a 12" tyre on a brand new bike was fine?!! They followed this up by saying I should have reported any problems in the first 5 days after delivery......this is clearly not my fault so why am I being made to feel like I should be grateful for you not providing me with the quality of goods I expect and have paid for? I will not be shopping with Rutland again as they clearly have no care and compassion for their customers and I will be sharing this message with other consumers. I will also be taking the error up with Raleigh myself seeing as Rutland do not see this as a problem and seem to think this is perfectly acceptable.”

Helpful Report

Posted 2 years ago

“Absolutely despicable customer service. I ordered a bike on 12 July and paid for premium delivery. Speaking to their sales agent, he mentioned it would be shipped on the 13thnand that I would receive a shipping notification. This came and went and I received no email. I followed up on the 14th and was told I'd receive a call. However I was left hanging with no response to my emails. I subsequently called customer service nearly a dozen times to find out the status of my bike order. For the first couple of time, I was passed on with "someone will contact you shortly" but lo and behold no one ever did. Three seperate times I was told the bike had been dispatched! It was supposed to be with me early this week. Today is 22nd July and I've called again to find out that the bike has STILL NOT been dispatched (despite being told it had!). I was even called by a sales manager who confirmed it had been. I have called again today only to be told that that "dispatch team" is looking at the order and it MAY be dispatched today. What an absolute disgrace - the customer service representative I spoke to was so unhelpful and abrupt in her responses. She could not confirm if I would even receive a response today to my request to let me know if it had or had not been dispatched. She also mentioned that I would now have to reconfirm my delivery? What that meant she could/would not elaborate! I had paid £100 for premium fast delivery and it is now two weeks in and I have yet to even receive a coherent response from Rutland ok whether they even have the bike and whether it would be dispatched. I suspect they have been untruthful in their stock availability and are delaying until the bike is available.”

Helpful Report

Posted 2 years ago

“Very poor service, ordered and paid for bike, took 4 days to arrive (was told 2 working days) when it did arrive it was damaged, had to wait in another day for it to be collected as could not give a rough idea of time. Then told 3 days later they did not know how long replacement part would take (offered £10 voucher). Cancelled order and went with Tredz bikes, no issues whatsoever.”

Helpful Report

Posted 2 years ago

“If I could give a zero rating I would . Over 2 weeks to arrive by post . Blamed on Royal Mail but after contacting arrived two days later . Made the order on the phone deliberately to get correct size . Ordered size was advised on abs didn’t fit ! Waste of time!!! Absolute joke”

Helpful Report

Posted 3 years ago

“Item never arrived. Promised I would have the bike today but tracking number provided is showing it hasn’t even left the depot or had any movement since they first emailed me the tracking number. Paid £2400 for a bike and have no idea where my bike is!. Dissapointed!. I also think it’s a hell of a coincidence suddenly they have no more stock of the bike I ordered. It makes me wonder if they actually even sent the bike to start with!. I am beyond unhappy!”

Helpful Report

Posted 3 years ago

“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

“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.”

Helpful Report

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 !!!”

Helpful Report

Posted 3 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 3 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 3 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 3 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 3 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 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”

Helpful Report

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.”

Helpful Report

Posted 3 years ago

Rutland Cycling is rated 2.9 based on 114 reviews