Quella Bicycle Limited customer reviews - Rating: 3.4 from 7 customer reviews and experiences for quellabicycle.com

Quella Bicycle Limited

British company Quella design single speed, steel-framed bicycles that are stylish in design, strong in performance and a reliable partner for the urban commute.

Less

Quella Bicycle Limited

British company Quella design single speed, steel-framed bicycles that are stylish in design, strong in performance and a reliable partner for the urban commute.

Less

Partner ID	2C6566DCA0E3275
Status	valid
Total Reviews	789
Last Updated	2024-05-16T10:16:29+00:00 2024-05-16T10:16:29+00:00

Address

Quella Bicycle Limited

Unit 1, St Modwen Park Junction 12, M5 G

GL10 3EX

Website

quellabicycle.com

Recommend

3.4 / 5

Total reviews: 789

Calculated from 7 customer reviews (last 12 months)

Positive 85.93%
Neutral 5.96%
Negative 8.11%

Total reviews: 789

Calculated from 7 customer reviews (last 12 months)

85.93%
5.96%
8.11%

Customer reviews - From Customers for Customers

Review Given Date
(newest first)
Review Given Date
(oldest first)
Rating
(highest first)
Rating
(lowest first)

Mr C.

Following an order made on 2024-04-28

The bike was delivered outside of 2-3 working days and was not working when delivered. To the companies credit the broken part was replaced quickly but at no point was a simple apology issued for the inconvenience. I bought the bike for a certain event with my son and was unable to use it.

4 / 5

Sorry to hear this and that our service was not up to it's usual very high standards. It is rare we do not make the 2-3 working days window quite often sending bikes out next day. You can always guarantee a next day delivery if it's required for a specific day/event. Pleased we were able to rectify your issue swiftly and apologies for the inconvenience caused. Your quellabicycle.com team

Jesse P.

Following an order made on 2024-03-29

You guys did an amazing job getting this to me so quickly. The bike arrived with very minimal scuffs and well packaged. I've only had the bike out twice so far and both times I've had strangers comment on how much they like it. It's very out of place in the American midwest and that's a good thing. Thanks again for everything and for assisting me so much

5 / 5

Matt H.

Following an order made on 2024-03-25

I love that this is a uk company,
The bike looks great and handles great, the staff were exactly the same.
Excellent customer service helped from beginning to end

5 / 5

Sanzhar D.

Following an order made on 2024-03-10

Didn’t receive my order

1 / 5

Very unusual - we are complemented on our swift delivery. Call us and we will sort ASAp 0333 400 2400 Your quellabicycle.com team

James M.

Following an order made on 2024-03-04

I had some questions about replacement parts and tools and the responses, including video links, were very helpful. I really appreciate that level of after-sale care and it will keep me coming back when I need to buy bikes and parts in the future.

5 / 5

Damien B.

Following an order made on 2024-02-13

Mud guard can only be fix with standards tyres....

1 / 5

Thank you for your comments however we have various mudguards to fit alternative tyre sizes. Our fully fitted mudguard option fit with our 25C tyres (which come with the bike as standard) as there is only a finite amount of clearance beneath the brake calliper and frame.

Our bicycles can take up to a 32C tyre size and we do have alternative mudguard options for those who wish to change from the standard 25C tyre. Feel free to drop us and e-mail or a call on 0333 4002400 to discuss. Your quellabicycle.com team

Barry R.

Following an order made on 2024-02-11

It's impossible for me to give a verdict at the moment, as things didn't go well the one and only time I have used your site so far. So my scores may not be particularly relevant at the moment.

3 / 5

We are always keen to hear feedback on our customers experiences. If you do have the time, we would appreciate if you could elaborate on your view and send us over an e-mail to sales@quellabicycle.com so we can understand in more detail where you were dissatisfied with your website shopping experience. Your quellabicycle.com team

Vaidas V.

Following an order made on 2024-02-07

Something different was delivered than the item I ordered and instead of assistance in refunding and closing the matter asap I got an excuse about how the thing I ordered is no longer being manufactured. The issue is not that it’s no longer manufactured but that it’s still being sold despite not being available. When I suggested that return shipping is arranged by the seller it was dismissed as not something they’re able to do despite constantly sending parcels out and now I’m going to waste my time and energy to return this in order to be refunded my own money. Never ordering anything from Quella again. Mistakes can happen but this attitude is not acceptable.

1 / 5

We’re very sorry to read this and it certainly does not sound like the excellent service and product that we pride ourselves upon at Quella and demonstrated from our reviews and rating. It appears the customer requested a purchase of our Quella Kenda gummed wall tyres which were not in stock. We replaced the order with an alternative gummed wall tyre which was not to the satisfaction of the customer. Our apologies on this occasion as it appears the customer was not informed and sent an image of the alternative product during the transition of the new online product image being updated.

We did respond to the customer within 48 hours offering a full refund and to cover both their original postage cost and the cost of the return postage. During the communication we provided further information to the customer outlining why the tyres shown were not available due to a supply issue from the factory so they may understand the reason why they were sent the alternatives at that time.

We then arranged a collection from their preferred collection address on a set day which was most convenient for the customer with Royal Mail on a pre-paid postage label. Quite often we go the extra mile by giving the customer the choice on returned parcels as it is not always convenient to have items retuned from the specific delivery address or collected by our original couriers due to work commitments etc.

We refunded the customer on receipt of the goods back into our warehouse.

Your quellabicycle.com team

Cycle Scheme H.

Following an order made on 2024-02-01

Purchased the bike through cyclescheme; I emailed Quella to help with some bits advice on the processing and shipping and they were great in the assist (shout out to Paul from sales)!
When it arrived it was very easy to put together, especially with the tutorial videos I found on their youtube channel!

I would definitely suggest including a recommendation on their "Welcome to Quella" flyer that was included inside the bike packaging to look at their youtube channel for a DIY assembly in the paragraph about assembling the bike (where it says "the only things that needs assembling is... but recommend an expert to do it etc.").

A bike perfect for the flat roads of Cambridge. No surprise though as that's where the brand originated from!

5 / 5

Following an order made on 2024-01-04

Great bike and great customer service very happy all around !

5 / 5

Certificate

Awarded the eKomi Standard Seal of Approval!

Customer reviews - From Customers for Customers

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