Velodrome.Shop Reviews 84

GOT CAUGHT OUT AGAIN - AVOID
I've shopped with VS before and experienced delays due their non-stock tactics. The items were shipped from overseas after 5 weeks but was in stock on their website.

DO NOT SHOP HERE IF YOU NEED ITEMS DELIVERED AS PROMISED.

I can understand, some made to order items can take longer but there is no transparency with VS. They outright lie about stock statuses.

So again, I am into a 4 week battle for items that most retailers would have in stock. They are refusing to pay my refund as they are stalling to despatch the item even after the ultimate agreed delivery date was missed. I'm in the UK.

Bought a few items to upgrade my track bike which arrived safely with no issues. Items bought were significantly cheaper than anywhere else so will definitely use this shop again without hesitation!

Poor communication and more delays in shipping similar to other reviews.

I live in Australia and ordered a bottom bracket from their website which indicated the item was in stock. Here is my journey

Day 1 - 23/9 - I order the item and immediately received confirmation email

Days 2 - 6 - No contact

Day 7 - 28/9 - I emailed asking for an update on shipping and for tracking details.

Day 8 - no reply

Day 9 - 30/9 - received an email saying “This order is scheduled to be with you week commencing 7 October.” Note this week would conclude Friday 11/10

Days 10 - 20 - no order arrived and no tracking information yet provided.

Day 21 - I emailed a second time indicating the parcel had not arrived by the end of the delivery week outlined in their previous email. I also request the tracking information for a second time

Day 22 - no reply

Day 23 - no reply

Day 24 - a reply email saying “I am very sorry for the delay you will receive tracking later today.”

Day 25 - I received tracking information from Royal Mail. This information indicated that they only received the parcel from Velodrome Shop on 14/10.

This is means that my parcel was only received by the shipping company 21 days after my order was placed. Additionally, the previous email received from Velodrome Shop indicating that I would receive the parcel in the week commencing 7th Oct were sent knowing that they had not yet dispatched my parcel.

So… as it stands, I ordered my parcel 4 weeks ago and am still waiting for it to arrive.

I don’t mind waiting for shipping, but taking 21 days to ship an item that your website claims is “in stock” is unacceptable.
If you were honest and transparent and communicated the delay upfront, this may have been a different review.

My first and last time ordering from Velodrome Shop.

Update:
Given Michelle’s reply to my review, I wanted to update this post to address her lies.

Michelle claims that my email provider said my mail box is full. Utter nonsense and the fact that I have received email correspondence from you is proof. Additionally, in your email to me, you apologised for having not replied.
Furthermore, I’d love to see you provide the evidence of your emails failing to send due to my email inbox being full.

Secondly, you claimed you sent this package originally with DHL and it was returned to you? Show me the evidence of that (by emailing it to me). I also believe this to be a lie as you didn’t not provide this tracking information to me when I first requested it.

Here is how it ACTUALLY happened.

I ordered the parcel from your website that you claimed was in stock. The parcel actually wasn’t in stock. You ordered the item from the supplier and they took longer than anticipated to provide the item to you. You did not provide the tracking information to me after I placed my order because you didn’t have the item and therefore had not shipped the item. 3 weeks after I made the purchase you told me I would have the tracking information soon as you finally had the item. The consignment was then created with Royal Mail and the tracking information provided to me by them.

You’re now attempting to suggest that ‘my email inbox was full’ and you had no wrong doing.

Here is some honest helpful advice,
Perhaps if you spent less time lying and pointing fingers at your customers and spent more time actually trying to improve your service, you might have fewer 1 star reviews.

You have no integrity.

Still waiting for my order, but what's worse is that they will not, or refuse to, provide me with a tracking number for the order, even though it's been marked as shipped for over two weeks.

I made the original order nearly a month ago. We have traded emails back and forth. it honestly feels incredibly suspicious to not provide a tracking number, especially after specifically asking for it multiple times.

Don't order from this company if you're not in the UK. This is an absurd way to do business.

Fantastic service , ordered on a Wednesday night, delivered on Friday morning.
Best price I could find, they kept me updated on my order. I was so impressed that I ordered again from them the same day my goods arrived.
Not very often you find customer service like this, well done to everyone at the Velodrome Shop, keep up the great work.
I would highly recommend.
From a very happy cyclist with new tyres.

Super fast order processing and delivery. Immediate response to query. Friendly and very helpful.

Bought a few clothing items. It is mostly cheap to medium quality material. I wouldn't recommend it to serious cyclists.

Fantastic service, great range of products for your track bike and excellent technical support too.
When I was having issues with installing new bottom bracket and crankset they provided excellent advice and fast turnaround of products and a 'no-quibble' swap of parts when needed.
Can not recommend them more highly. Fact that is a family run business an added bonus too.

Despite shipping issues and delays beyond their control, Velodrome Shop's customer service (Michelle) replies were always prompt, professional and accommodating which was much appreciated.
I would order from them again as I am sure they will sort out any third-party shipping problems, and in the end although late the product arrived in good condition and as advertised.

Very poor service and I don't like being lied to.

Order placed on the 25th Nov 22 and dispatch notification emailed on the 28th, however, no tracking provided, despite RM 24 tracked.
Chased up on the 16th Dec, to be told the order had been dispatched and a tracking number provided, which according to RM was that the order had been generated but not received by them.
The order didn't arrive on time, however, due to the RM strikes was understandable and I wasn't overly concerned, despite there being no change in the tracking.
Chased again and was then lied to. I was told that the tracking status showed that the parcel was at the local depot awaiting delivery (it wasn't and I'm not stupid enough to email, chasing if the order was at the depot).
Screenshots sent back disputing that to be brushed off and told that regardless it would be with me this week, fobbing me off and blaming RM for the "disgraceful" service by them.
This was accompanied by a lot of diatribe not accepting any responsibility at all.
Again I had to send proof to them that they were lying and were infact prioritising tracked 24 items and parcels during the period of the strikes

Then they refused to refund and cancel my purchase, insisting that it would be delivered this week with no proof of that.
Eventually, I was told that it was refunded, and yet again I was lied to as it wasn't.

I had to go to the credit card company and raise a dispute to get my money back.

I have no issue if there is a problem with the service, it wasn't in stock at the time, lost, forgotten about as mistakes happen, however, I don't like being blatantly lied to.

I'm sure "Michelle" will be on here shortly to dispute what I have written, however, the email chain would refute that.

Please avoid!!

Very slow at processing orders, placed order sunday and on Wednesday its still not been picked up by courier

No wonder they dont have a phone number

Show me and people reading this review where i was rude, you cant even spell properly

Better bike shops out there, with better prices, service and communication

Wheel arrived damaged with a mark and its buckled. Wheel it out of dish. Poor products, poor service. Stay away from this uneducated bike shop

I ordered 3 times in this shop, and 2 out of 3 times I ordered have been problematic. First time, I ordered a BB which never arrived and they made me wait a month before refunding. Second time, I ordered almost £450 worth of track cycling stuff and when the delivery arrived one of the boxes were damaged. I had issues with the Rotor track spider which I believe was defective and they told me to send it back, the day they received it they immediately sent it my way after only an hour from receiving and testing it. They insisted that the issue was only caused by incorrect installation and I was told to uninstall and install it again and the problem was still there, not only that I installed it to three other frames and it was all the same. How stupid must I be to install it incorrectly dozens of times despite having the right tools and following instructions, I must get lucky at least once should I? I ordered a new track spider from a different supplier, and Voila! The problem is gone! So I don’t understand why they keep on insisting that I am installing it incorrectly when I have done it at least 8-10 times each in 3 other bikes too. They said they have tested my product and I believe they did but not as thorough as they should, because if they did they would have the same findings as me. And now I have a defective spider floating around which I dont know what to do with and I was forced to spend extra money because they dont want to replace it. Third order arrived okay (third ones a charm aye?). Point being, it took 2 bad and unsatisfying experience for one good service. It’s a shame because they’re the only shop that is dedicated to track cycling in the UK but service isn’t really good. I dont know if I can recommend this shop because even ordering a small bottom bracket wasnt successful. I tried being calm writing this review despite all the headaches I had with them.

Edit:

Delivery 1: you claimed that they left me a card telling me to collect at local depot, they didn’t. I work very little hours that time because of the pandemic and my brother is always home, so its impossible for him to miss the delivery. And if they have given me a card to collect then I would’ve already gone to collect it because I have all the time in the world that time.

Delivery 2: you said I claimed it has a hole, no I did not. I said it I think the spider might have been damaged because of the damaged box that might’ve been dropped causing for it to wobble. Second My friend who was professional mechanic has been helping me, we followed all the installation steps and he has installed loads of rotor products during his time as a mechanic. And if it is not faulty then how come when we installed a new spider its not showing the same problems as the one you gave me, the one you claimed that isn’t faulty. I believe that I am fair with my review and I am firm especially now when you made things up.

Bought a few track cogs, chain, and headset. Great customer service responds within a few hours during workhours. Lots of products in stock where most other places are all out of stock. Fast and free international shipping, received in a week. Overall only satisfied feelings. Glad to buy again.

I ordered a helmet online on Friday 14th May and it was apparently posted out on Monday 17th May. To cut a long story short it has still not arrived, the tracking number they provided (several days later) is not recognised and the operative claims she has spoken to my 'local depot' this morning (before it opened) and the item is there waiting for me to collect.

I asked if I can go and collect it, then she tells me its on its way to me today, I have requested a refund as I simply don't believe that she has spoken to anyone at Royal Mail and cant dictate what goes on and off their delivery runs all in the space of a few minutes. This is her latest reply...

"The woman I spoke to at the Ilford depot was really rude to me stating that it was impossible that your parcel was there due to the tracking status, but I insisted they check for the parcel and they found it! Apparently your local postman was on holiday that week and a different person was delivering so must have made a mistake. I will call them again to tell them of your decision."

Just utter lies and waste of time and money. Take my advice and do not trust this company or this operative.

No doubt she will reply to this message with another pack of lies. Read some of the other reviews on here, it's a very similar story and all dealt with by same operative.

1st Class service! Easy to use website, simple ordering, but above all, excellent customer service. I needed a track wheelset very quickly, and Michelle made sure my order was expedited quickly. From initial order to delivery in 24 hours. Great products and brilliant service.

I was looking for a very specific spare part for my helmet and the customer success team went all in to make sure they could help me out.

My order was shipped and delivered within a week from the UK to Belgium. Very fair pricing.

Competitive prices, great communication with very efficient dispatch so can't ask for more.
Wherever possible my preference is to use smaller, privately owned suppliers rather than the big online shops. Keep up the great work Velodrome Shop.

I made a small but great purchase. They had velodrome shop had the best price online for the Halo Fix- T covers and they shipped them to Los Angeles, Californian. Made it within around two weeks. Things are understandably tough right now but I got my package hassle free.

Ordered a few things frome Velodrome. Would recommend and would buy from them again.

Ordered a pair of brake callipers last December for a bike build. I've waited two months and still nothing. While everything else arrived from around the world, this one order from Velodrome didn't come, holding up my build. That's not the worst of it.

Firstly, Velodrome didn't send tracking information until I pushed for it 17 days after the item was shipped.

5 or so weeks with no delivery I followed up and pushed for some answers. Velodrome claimed they spoke to the courier and the item had finally been located in my country (Hong Kong). They said it would be delivered within days... Well, it didn't arrive and I followed up and informed them.

Velodrome replied by telling me that apparently the package hadn't even left the UK... I mean, seriously... after telling me it was already in Hong Kong to telling me after 5 weeks it hadn't even left the country of purchase??? OK, I'm doing my best to be patient and understanding.

Velodrome apologised and said it will be with me THAT week now that they knew where it really was... Well, two weeks later and still no delivery. And my follow up email was ignored with no response. That's where we stand as of now.

It's a lengthy explanation, but I want others to understand my experience as an online customer abroad. I cannot speak for Velodrome's service in person, that's a very different interaction.

Follow up: I initially stated Velodrome ignored my request for a tracking number. That wasn't true. They did send it in an email response to my email pushing for it 3 weeks after shipping, which I missed. My bad.

Velodrome has since emailed me to say the shipment has been cancelled and the order refunded.