Velo Ecosse - www.veloecosse.com

Very rarely have I come across a company that has such disregard for its customers. I have had dealings with this outfit on two occasions and suffice to say that I wont be using them anymore. Use them at you peril.

Bought a computer from Velo Ecosse but the sensor didn't fit on my frame.

Website says e-mail them about returns, so I did, but got no reply.

Sent the item back with a covering letter asking them to e-mail when received, once again no e-mail. Luckily Isent it recorded delivery so I knew they'd received it. Waited a week, no e-mail, no refund. Phoned the shop and was told the item had been sent away for repair ! When I explained that I just wanted a refund he said I would have to speak to the manager, who was busy but would phone me back in 10 minutes. Waited 20 minutes, no call, so phoned back, got the same answer, will call you back in 10 minutes. This happened twice more until finally, over an hour later the manager phoned me and said they would process my refund. Waited 10 days but no refund appeared so e-mailed and was told the manager was away, would e-mail me back in 2 days, but never contacted me.

Finally got my refund after 3 weeks. I would avoid these people at all costs if I was you, really poor customer service.

I ordered a giant defy through the cycle to work scheme and payed for the bike then and there so I could take the bike away and get a refund when the cycle to work cheque had come through. A month later I am still waiting for the payment to get refunded to my account. I am constantly phoning them and they repeately tell me they are looking into it. This is not acceptable as now I am getting charged for being over drawn in my account. I will definitely not be recommending them to any one I know.

I ordered 2 items of ASSSOS bike clothing for women from the shop - I phoned to check availability (as recommended on the website)and they took my order and money by phone.

This was on 4th November 2013 and I have heard nothing since. I have spent most of today trying to get someone to answer the phone ( after trying every day for the last 2 weeks) and no-one answers. I have sent 4 emails to the contact address and no-one has got in touch.

I do quite a lot of internet shopping and this is the poorest service I have ever had. I am completley frustrated and not a little angry about it. Does anyone know the name of the managing director that I could contact?

I understand that there may be delays but no-one has had the courtesy to contact me and keep me informed. They have had £274 of my money all this time. I am on the point of travelling from Inverness - where I live - to Edinburgh to try and sort this out.

I hope they will be honest enough to reply to me if they read this but I will never use this company again

I emailed to enquire about Vectors as a gift, as I live in the north of Scotland and Velo Escoose are the closest distributor.

They were helpful on the phone and kept me informed as to when delivery was in. Very helpful and friendly - I liked being kept up to date.

Ordered wheelset and even though they were delayed at Mavic due to the change from 2013 to 2014 models the communication was excellent and when they arrived Velo Eccose had thrown in a cleaning set and cycling cap for goodwill which was a very nice touch.

There was an issue with the freewheel hub of the rear wheel and even though I'd already taken the wheels into another bike shop to have them fitted to a frame, Velo Eccose dealt directly with the other shop and sorted the problem within minutes. Excellent, diligent and rapid service and great communication.

I ordered a Kryptonite lock from Velo Ecosse, was not sure what to expect from this company as I had not heard of them before and they had mixed reviews online. However I could not complain with service or cost, they were the cheapest online and I received regular email updates with delivery info such as tracking number/day etc... I ordered Thursday evening and my order arrived Monday morning. Would use this company again.

Ordered a wheelset just under 3 weeks ago, am still yet to receive it.

I was initially told stock required import from abroad and would take 5 days. Have been told subsequently initial order wasn't received / was lost in transit en-route from international suppliers.

Appreciate things like this can happen outside of the control of the company - So my poor review is for the lack of communication fro Velo Ecosse and their appalling customer service.

I have received sparse feedback from Velo Ecosse since I placed the order, and have had to chase updates from them myself, after ringing up today I got a pretty arsey response, not good...

Competitive prices, and great help on the phone pre-order - I even tweeted [#veloecosse] how good the service / information was initially, I've since deleted this tweet...

EXCELLENT service, speedy and accurate delivery, will definitely use again

I ordered a pair of Mavic Ksyrium Elite wheels at 9:15 on Thursday morning. At 7:15 the following morning my new wheels arrived at my home in Bradford.

Fantastic service (good use of email to keep me informed of progress), good price, and excellent delivery.

I wouldn't hesitate to recommend you to any of my friends.

Thank you for such a fantastic experience. I wish that other retailers would take a leaf out of your book

Beccy