Cycle Surgery

Long story short: Cheaper bikes (on some models) but shocking after sales service, also they’re far too expensive for repairs. If you find yourself in the area in need of a repair go around the corner to Cycle Republic and get it done cheaper and much quicker. I’m a big fan of paying extra when you have quality customer support and after sales service but I don’t think you should pay more and get less. [I don’t work for Halfords]
I’ve purchased 2 bikes from this Cycle Surgery within the past 6 months and also have had bike repairs done in this store too so I know the shop quite well. The individuals working in the here are quite friendly but far too relaxed and just don’t really seem to give a shit. I have had numerous occasions where I have been left wandering around the basement by myself while two staff members are upstairs chatting. Also, they never take responsibility for anything, if anything goes wrong it’s either another shops fault, their systems, or someone else.
When my original bike was stolen I tried to order the same bike again (3 weeks later from the same shop), simple enough task but Cycle Surgery failed miserably with it. They lost the replacement bike I ordered, not once but twice, due to ‘errors in their systems’ and problems with their ‘Shepard’s Bush branch’, by the time the 2^nd error was realised the bike I was looking for was sold out everywhere and I was unable to get it. Annoying but these thigs happen, however the most annoying thing about this situation is that I never once received an apology for this or any compensation and instead was told by the staff that ‘there’s nothing they can do’ and ‘it’s not our fault it’s the system’. Your system your fault.
I then had a tire on my bike replaced there 6 weeks ago which exploded today while I was cycling it. The tire cost me almost £50 to have put on and I was told I by their staff that I was buying a top of the line one that it «would last». When I brought it back in today I would have expected it to be covered by warranty, as in my view, a ‘quality’ tire should last longer than 6 weeks, but it wasn’t. I understand punctures happen but a blowout is a problem with the tire. I was promised that a manager would call me later in the morning about it, but this never happened. I had to call them back. Top notch customer support strikes again. I didn’t even get to speak to a manager just one of the floor staff who told me that the tire was ‘probably’ damaged when it was last removed and would not be covered, which it bullshit as it was removed using a plastic bespoke tool, purchased from Halfords, and if that tool damaged the tire then it’s clearly not worth shite.
Long story short I was expected to pay another £50 to have the tire replaced… again. Brought it around the corner to Halfords and they did it for £35 in 5 mins while I waited.

Inconsistent and not communicating crucial info. Sloppy service. I had a full service done on my bike and it was returned to me at the end of the day incomplete. Multiple times i went back to have it adjusted (fix the incomplete parts) and on 3 occasions there was no mechanic working when I was told there would be. The 4^th time I took it I was met with an «Aw shucks» expression from the associate there when they explained that the reason for my continued issues was because they didn’t have a part. Which they could have told me about the day I first picked it up. And they still didn’t have the part. I was told to buy it myself and they would install. They finally did (4 weeks after my original service), but my wheel that was rubbing is still rubbing despite their insisting they would take a look at it. Sloppy sloppy sloppy. Very little in the way of apologies. Quite blasé. Maybe it’s just this location, maybe it’s the whole chain. In either case there are other bike shops around town.

I like the range of Willier bikes they have in the shop. Looks small from the outside but has a huge basement showroom with lots of kit and bikes.

A conveniently located bike shop if you’re unlucky enough to suffer a puncture near Oxford St. Not the largest range of bikes available in the store, but they do squeeze as many as possible in on the lower floor. To make up for it, they were happy to look up and ring around other cyclesurgery stores to help find the bike I was looking for.
I’ve gotta say I’ve found the service at this store absolutely outstanding. Looking for a new pannier rack on my first visit, the sales guy pointed out that they had another version of the same product available under an old product code and dug it out for me to save ¹⁄₃ off what I was about to pay. Champion.

Brand spanking new branch (the 18^th apparently!) of Cycle Surgery. Of all the chain cycle stores in London, Cycle Surgery are probably the best — the staff are always helpful and knowledgeable, and the shop normally has a decent amount if interesting stock.
Wouldn’t bother with this particular branch if your a hardcore roadie — it’s pretty sparse on flashy road bikes compared to some of the larger branches. Probably a good bet if you are looking for a decent mid range bike though.