Surge Bikes Reviews Summary

Customer Service

Pros:

• "Matt helped me get the bike I wanted through my cycle to work scheme (vivup) and dealt with endless questions."
• "Attention to detail, customer service, people you can trust who are always willing to help."
• "Matt was great in communicating with us about what model we would need and what accessories to help our small non-profit."
• "All the controls and functions were explained in detail, future service requirements and expectation on life of the chain."
• "Matt and his team (I assume there’s a team, if not next time anyone sees Matt please check he’s not hiding a Superman tee-shirt about his person) have become my new heros."
• "Matt was helpful and efficient, we couldn't buy a Focus e-bike locally but Surge Bikes sent it well packaged."
• "Matt was very patient with answering multiple questions before I ended up deciding going for the Tern Vektron S10."

Cons:

• "Goes from bad to worse! I've just asked for them to provide spare parts and they told me too just get any bolt from any diy store."
• "Ok to be fair they had a break in last night but after 2 emails and 2 phone calls yesterday to book for my wife to try a bike. We are no. We are standing in the shop after a 45 minute drive to be told no."

Product Quality

Pros:

• "I came away with a lot of friendly advice that day and it lead to me buying a bike that regularly puts a smile on my face."
• "I bought an electric mountain bike and they took the time to make sure it was the right bike for me, right size etc, and what sort of riding I'd be doing."
• "As for the bike it arrived well packaged with all accessories ready to be added."
• "Done 1000 miles now on my cargo e-bike that Surge helped me decide on and supplied, and it really has been the best model for me."
• "My experience was completely online. I enquired on a Sunday, along with several other companies and even though they were closed, I received a very fast response the same day."

Cons:

• "Great bike, disappointing aftercare. An erroneous install of a bike park caused issues downstream, despite the clear evidence presented Surge Bikes washed their hands, even tough the replacement cost would have been tiny."
• "Had a minor mechanical issue while touring in the area -needed to borrow a tool to sort it, absolutely refused to help me in anyway despite being happy to pay, but happy to see me walk away. Ruined my trip."

Delivery & Setup

Pros:

• "The delivery was really quick with no issues and the bike had been set up ready to ride."
• "An after-sales service comes as part of the new bike package after 6 weeks or 250 miles."
• "Once we got past the hurdle delivery was fast, bike was set up just needed adjusting which a local bike shop could do and it was ready to ride."
• "Wouldn't hesitate to buy from Surge Bikes in the future and Matt was great to deal with also."
• "Bike arrived beautifully packed and wrapped. Easy to put together."
• "The bike itself was shipped to Edinburgh extremely well packed, and arrived reasonably quickly. I was also able to track the delivery."

Cons:

• "It was straightforward enough to order, although because of some confusion with the method of payment from my employer's benefits scheme, there was a delay in the bike being shipped."
• "Areas for improvement? A bit more warning of when it might be delivered (the freight company give a 9-5 delivery window and 2 people needed to be at home to move it) as arranging a whole day off work with < 7 days notice tricky."