Cloud 9 Cycles

I am disappointed at the customer service from this shop and it is unfortunate I will be able to use it because it appeared to have many good reviews, but that does not matter now, the first sign of disappointment was when I made a phone call to the shop and a girl answered the phone who was apparently a mechanic who asked me to email her the work I required doing to my cycle, she would apparently reply to me, on the phone I did not like her tone of voice and the way she spoke to me After the phone call I receive a fast response to my email but this is from Adam who is helpful in his first email, after this the replies become slower They offer me to bring my cycle to the shop the same day I sent the email which was nice, but they expected me to leave my cycle with them as they can not do work on the spot, all they would have been able to do was to look at my cycle and confirm a price For the price you pay you would expect better customer service, instead apparently they appreciate the distance I have to travel to the shop but they want me to find another shop as they will not be able to help me This shop wasted my time, as for the quality of the service if you take a cycle to them to be fixed I am not sure but if you want good customer service look for another shop

After being frustrated with other bicycle service shops in London, I visited this shop and it was a different level to me, professional, quick, efficient service and friendly staff. The prices are acceptable (and compared to the service you get it’s cheap). They give a full explanation, and send email quotes before fixing, so you never get surprises. They reply emails quickly (sometimes even out of working hours), I understand some customers left bad reviews, mistakes can happen everywhere. However, I can see every bad review has a reply from the shop to explain what happened. Overall I highly recommend this shop.

Facts as they happened last week of July 2020. (Had a flight to a bike trip in first week of August) Me: emailed Cloud saying my bike might have minor leak on break caliper and back brakes are squeaking excessively. Cloud: Bring it in for an assessment. Me: Immediately! I was in a hurry - Important to note that this is post lockdown London, the entire population decided to buy a bike and all bike stores were booked for weeks. Cloud: Your back rotor is contaminated. Sending you a quote to change back rotor and break pads. Me: And what about the caliper? Cloud: Our assessment is as discussed Me: Fine, place order! (I was really in hurry) Later on I forward an email from the shop I purchased the bike from saying: the bike is on warranty. Caliper would probably need to be checked if need to be changed but if Cloud want to take it upon themselves with pads and rotor, ok. I did this for Cloud to be comfortable to charge for the caliper too in the quotation - the bike was on warranty. Next morning Email from Cloud owner: If the bike retailer is leaving the responsibility with Cloud, we are not comfortable with working on the bike anymore. Please come and take your bike Me calling in: Apologies did I manage to create a confusion? Cloud: No sir, we've been in a similar position where the "responsibility" between the retailer and client was left with ourselves and we don't feel comfortable working on the bike now. Me: So why dont you also change the caliper too and remove all doubt? (Had to ask 2-3 times) Our supplier will not have that caliper in stock for another 6-8 weeks Points: 1. Why did they make a quotation to change the rotor and pads when they knew that there was no stock of calipers? Readers can decide for themselves 2. Cloud 9 better believe that I would hold them responsible whether or not they had received an email from the retailer mentioning the comment above. If I paid to get parts changed and 1 week later I'm cycling the Alps, and the excessive squeaking returns thinking even if my brakes were safe to use - Who else would I blame?? 3. I found a replacement for the caliper myself by asking around in London without having anything to do with bike parts business in London Kind regards

So this is a very belated review for these guys. I’ve been 3 times, once to have my stem adjusted and twice for tubeless setups and cassette fitting onto new wheelsets. Luca was fantastic. Doesn’t try to up sell, just what you need and fast too. I’ll be back. Thanks team!

So happy I found this shop. They are so knowledgable about bikes, fixed mine very quickly, and the customer service was superb! Will definitely be coming back :-)