Not a great experience, unenthusiastic, unhelpful and not very nice to deal with!…read moremore interested in looking out the window and ordering a cup of tea! Their loss, I went and spent thousands of pounds in an electric bike somewhere else! Note: be helpful! customers are your head and butter-done be rude!

Appalling service and extremely rude staff. Facebook reviews…read moreare not displayed unless a 5* review is given, all other reviews that are positive are from years ago. Avoid Avoid Avoid!

Very bad company with terrible customer service that refuses refunding items stating unfair…read morearguments

Poor customer service After reading previous…read moredissatisfaction, there appears to be a recurring theme, where Merlin cycles are rather unhelpful when it come to problems with delivery/return. Poor customer service. If you want a stressfree experience there are better cycle shops online! My story: I order a front derailleur to fix my bike for a race, thought Merlin, reliable no worries. Ordered on 6th and opted for premium delivery. With dpd. It didn't arrive until 10th! I contacted Steve at Merlin to request a refund, which he agreed to if it didn't arrive next day. I warned Steve at Merlin cycles on the 9th that the tracking for dpd said they had shipped in to Cornwall (I live in Glasgow). After several emails I still received no reply until the 15th! While Steve stated he had a family bereavement which is terrible, he then said he would renege on that refund because I had opened a PayPal case for the exact cost of premium delivery. Is this helpful? You might not be responsible for DPDs error, but they were couriers of your goods and hopefully customer satisfaction means something. At no point did I know or Merlin cycles website display they had closed business for the week. Still waiting on a refund.... Keep treating customers like this and we'll see how long business lasts.

Used the online shop a number of times and always had good servicr but decided to pop in to see the…read moreshop. We were greeted by a bloke who seemed to not want to be there when we started asking questions. The bikes all have prices but are not actually the price for the spec... They all have 'from' prices which isn't really helpful. For me I would like to know how much something is without having to keep asking. Shame really as the online service is so good.