Swinnerton Cycles - Stoke-on-Trent

Tom G.

Misleading images, poor customer service – beware

I ordered a product from Swinnerton Cycles based on the image and description on their website, which clearly showed a complete unit including a specific core component. What arrived was incomplete. When I queried it, I was told by Jed in an email that the image “did not represent the product” and that their T&Cs allowed for this.

This feels deliberately misleading. I spoke to someone in-store who admitted I should be entitled to a full refund including return postage, but their customer service rep (Jed) later refused to honour this. Despite the error being theirs, I was left out of pocket for return postage.

The website disclaimer does not excuse inaccurate listings, and consumer rights clearly state that customers are entitled to a refund including postage if an item is not as described.

A real shame – I expected better from an established bike shop. I won’t be shopping here again, and I advise others to be very cautious when ordering online. Always call and double-check first, as what’s pictured may not be what you receive.

Worth pointing out that they haven't changed the inaccurate listing since this occurred.

Karolis B.

Great price and service. Bought balance bike online at best price in the market. Didn’t expected, but got it delivered assembled and ready to go! Original seller of the bike was charging for assembly and was £50 more.

Kirsty S.

I visited swinnerton cycles today to get some bits for my sons bike and although the shop is well stocked the customer service was horrendous. We were served by an older gentleman who was the most miserable, unwelcoming shop worker I have ever come across. Definitely won't be visiting again for this reason.

alan S.

Company is a joke. Ordered a part for 48 HR delivery. Posted 5 days later and only after I complained about not receiving anything. They tried to say I didn't order anything. Wasn't until I emailed proof of payment that they eventually sent it. Absolutely ridiculous. Should not be allowed to trade. Complained to trading standards.

Adam D.

Ordered a small Thomson stem part that was listed as “in stock.” Ten days later — still no shipping confirmation, no response to my inquiry, and no sign that the item is actually available. The only reply I got was being added to their mailing list.

It feels like they list items as in stock just to take orders, even if they don’t actually have them. This kind of practice wastes people’s time and keeps them off their bikes. If I’d ordered elsewhere, I’d already be back riding instead of waiting around with zero info.

I’ve now cancelled my order — I’m hoping they actually follow through with that at least. Avoid this shop.

Chris

Popped in looking for a bike for my son. The gentleman we spoke to was very knowledgeable and helpful. We went away and then went back the same day to purchase the bike and a helmet. Great knowledge and service!

Geoff P.

On contacting Swinnerton Cycles late July about purchasing some Carbon FFWD wheel set the person I spoke with obviously was very knowledgeable about the wheels I was wanting. After talking it through with him an order was placed without his knowledge I would have found it difficult to get the wheels I wanted. Over the weeks I be been waiting for the wheels to arrive I’ve had conversations with the staff who are very reassuring polite and curtious nothing was too much trouble. The wheels are absolutely amazing once again a big thank you to all the team at Swinnerton Cycles.

Bruce M.

Got a great price on an E Silex. Arrived quickly, fully built. It’s always a challenge to buy a bike online, but I felt I was also dealing with a UK cycle shop who knew what they were doing. It’s had plenty of adventures already.