Cycle Solutions (Cycle to Work) Ltd - Head Office - Swansea

Vladislavs P.

Very Disappointed – Poor Quality and No Support on Warranty

I purchased a brand new electric mountain bike from Cycle Solutions (TGC) in October 2024. After only a few months of normal use, the cable guides on the bike frame started failing — with poor welding quality and cracking around the mounts (see attached photos).
When I contacted Cycle Solutions for a warranty repair, I was extremely disappointed to be told that this issue is "not covered under warranty," despite this being a clear manufacturing or assembly defect.
This level of poor quality and refusal to stand behind their products is completely unacceptable, especially considering the price of the bike.
I expected much better customer service and product reliability.
Unfortunately, based on my experience, I would not recommend Cycle Solutions or TGC to anyone looking for a quality bike or reliable after-sales support.

Chris H.

Oh dear, what a shame. I work for the NHS in Wales and am eager to buy a bike from Cycle Solutions, our cycle2work scheme provider at the moment. They didn't respond to various straight forward email questions. On the 'phone today they seem to speak as though, as a customer, I was a nuisance wanting to ask their advice on stock availability before buying from them. I eventually gave up. Please can we go back to the Halfords scheme?

Agnese B.

Have bought a bike though my cycle to work scheme from this shop, as this is the only option available through it, and dealing with the shop hasn't been amazing. Initially they sent a wrong charger, even tho someone has ticked the UK plug on the inventory check list, which they obviously didn't look at, as they sent an EU one. Then they sent me a wrong cable replacement, as it wouldn't fit/connect with the rest of the cable and on the third go I received a cable that works.
And now a month after riding the bike, one of its pedals came off flying while I was cycling at a high speed in the middle of the traffic, which was really dangerous and I am glad I didn't have my child on the bike with me. They won't accept faulty pedal though the warranty as they are claiming I have installed it with the force, which I haven't as I followed the instructions and have installed pedals on other bikes. So no, I am not satisfied with the service and I will never buy from this shop again. I really regret not reading the reviews about the shop earlier to avoid the dealings with them completely.

william B.

Terrible company can't fulfill orders on time 6 weeks from order to delivery is terrible.
Can order a new car and have it faster than you get a bike from this company next day dispatching is a lie. Show things as in stock then you order and suddenly it's "coming from the manufacturer" nonsense should never have been awarded the contract for cycle to work if they can't fulfill the orders in a timely manner

Michael W.

Woken up on day of delivery, checked tracking, showing as being delivered tomorrow.

I'm not in tomorrow, I'm in on the day of delivery (what a surprise 😅)

Who knows when it will arrive, fingers crossed I have a card posted so I can arrange delivery on my next 2 days off... hopefully the bike isn't damaged in storage for a few weeks.

Tom H.

I ordered a 2023 Scott Foil RC 30 through the cycle to work scheme, the bike arrived within a couple of days (mid-week) but did have some small marks on the frame unfortunately.
I took a photo and emailed it to their aftersales department and received a reply a couple of hours later offering a voucher to rectify the problem. I wasn’t keen on this at first so decided to call them instead on the contact number from the email.
I spoke to Nathan and I have to say he was spot on, he explained that for cosmetic damage they would normally offer a full refund or a voucher depending on whether I wanted to keep the bike or not. I’d had a fair deal on the bike and being last year’s model they’re thin on the ground so I opted to keep it and had a really nice of Oakley sunglasses by way of an apology for the scratches.
In the end it was great to speak to a real person who was open to negotiating a solution to a problem. Contact was as promised and the replies were speedy.

D G.

Good value bikes (Merida Speeder) for the components. Bikes built to an acceptable standard - I had to tweak the front derailleur slightly. Delivery was problematic by TNT. Missed the delivery but had a card left by FedEx asking to contact to rearrange delivery but with no reference number. The TNT reference did nothing on the FedEx website but on the TNT page it just said awaiting customer contact but with no means to contact. The bike arrived the following day anyway.
Had I looked at other reviews I probably wouldn't have taken the gamble. Not had reason to use customer service yet but I shall update further if I do.

Nicholas T.

Cycle Solutions offers a good deal on the Turbo Como 5 SL ebike, but the whole experience has been disappointing.
While the initial sales process and communication were smooth, the bike arrived with a few issues, including a defective display, a scratch, and brakes that needed adjustment.

The biggest issue was the bike's recurring mechanical problems. A motor fault and a sensor error, coupled with inconsistent advice from customer service, left me feeling frustrated and unsure about the quality of the product.
Cycle Solutions' claim that error codes and motor problems are to be expected is of concern. While technical issues can arise with any electronic device, the frequency and severity of these resulted in a e-bike with out the e part.
The unreliability of the couriers used by Cycle Solutions added to my frustration. The company acknowledged this via email and phone call.

The lack of consistent customer service is disappointing.

Overall, while the price of the Turbo Como 5 SL is attractive, the quality control issues and customer service experience raise serious concerns.

Potential buyers should be aware of these issues before they proceed.

Despite a polite request for token compensation and a discussion with a senior member of staff, there has been no response as of yet.
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