Had my Quella single speed for about 4 years. Commute daily, takes an absolute battering. Desperately needed a new wheel - hub had perished. Expected a simple hub but tyres and inner tube included to... Se mere
Selvom vi ikke verificerer specifikke påstande, fordi anmeldernes meninger er deres egne, kan vi godt betegne anmeldelser som "Verificerede", når vi kan bekræfte, at der har fundet en forretningsinteraktion sted. Læs mere
Af hensyn til platformsintegriteten scannes alle anmeldelser på vores platform – verificerede eller ej – af vores automatiserede software døgnet rundt. Denne teknologi er designet til at identificere og fjerne indhold, der overtræder vores retningslinjer, herunder anmeldelser, som ikke er baseret på en reel oplevelse. Vi er klar over, at vi måske ikke fanger alle problemer, og du er velkommen til at gøre os opmærksom på det, hvis vi har overset noget. Læs mere
Se, hvad kunderne siger
Bought bike on 27/03/26. Since purchase date nothing has changed with the order. Still patiently waiting for any update on this order that was advertised as 2-3 business day delivery. Its n... Se mere
Easy ordering system and we able to customise bike. Bike packaged up for delivery really well and was easy to assemble. Bike itself looks great and looking forward to riding soon! Only issue was th... Se mere
Absolutely first class - would recommend without a second thought. Highly professional customer service going above and beyond to resolve courier delivery faff. Couldn't be more pleased with my Nero -... Se mere
Virksomheden har svaret
Virksomhedsoplysninger
Om Quella Bicycle
Skrevet af virksomheden
We believe that the fixed-gear single-speed bike market is full of well-known brands selling uninspired, low-quality bikes at extortionate prices. Having been keen cyclists for all of our lives we think you deserve better.
Fixies exist at the unique intersection of thoroughbred track racing and urban fashion. Quella was created to encompass the best of both. We combine vintage inspired, minimalist British design and 21st Century track technology to create elegant, timeless bikes that function at the top end of the fixie market and, importantly, don’t break the bank.
Since our launch Quella has evolved into a company with big brand capability and small brand personality, with customer service at the forefront of all we do. Our bikes are hand-built in our ‘Old Egg Shed’ on the outskirts of Cambridge by our experienced team of bike-builders, allowing you almost limitless freedom in the builds that we can undertake.
Fixies exist at the unique intersection of thoroughbred track racing and urban fashion. Quella was created to encompass the best of both. We combine vintage inspired, minimalist British design and 21st Century track technology to create elegant, timeless bikes that function at the top end of the fixie market and, importantly, don’t break the bank.
Since our launch Quella has evolved into a company with big brand capability and small brand personality, with customer service at the forefront of all we do. Our bikes are hand-built in our ‘Old Egg Shed’ on the outskirts of Cambridge by our experienced team of bike-builders, allowing you almost limitless freedom in the builds that we can undertake.
Kontaktoplysninger
Unit D, Goodridge Business Park, Goodridge Avenue, GL2 5EA, Gloucester, Storbritannien
- +44(0)333 400 2400
- sales@quellabicycle.com
- quellabicycle.com
4,6
Fremragende
377 anmeldelser
Har besvaret 25 % af deres negative anmeldelser
Svarer typisk inden for 2 uger
Sådan bruger denne virksomhed Trustpilot
Se, hvordan deres anmeldelser og bedømmelser indsamles, vurderes og modereres.
An ill-conceived bike and poor response.
I bought a Cambridge electric bike and it came, I built it, worked out how to get it going, rode it for a couple of hundred yards and realised I’d made a mistake!
My only experience of electric bikes was of comfy ones, the kind of thing that might appeal to guys who need an electric bike.
But this is not at all like that, it has thin tyres, a saddle which clearly yearns to slice you in two, and racing handle bars. I’d have loved it when I was twenty, but when I was twenty I wouldn’t have been interested in it being electric. So I guess, to me, it is an ill-conceived machine.
Anyway, I emailed them to see if they would offer me a refund of any sort. But No, I’d ridden it, so all they could offer was to sell me a different saddle, different tyres, and different handle bars. Which would combine to spoil its undoubtedly good looks.
So, I’m disappointed. I’d have thought they could’ve given me some sort of refund and sold it to a guy who’d appreciate it being already built, even if ridden for a couple of hundred yards. That’s £1k per hundred yards!
I see Quella have responded and I have to say I think they are being disingenuous when they say ‘it is difficult to accept a bicycle back after 2 months having been on rides as we are unable to re-sell this item brand new’. They know full well it had not ‘been on rides’ I just got on it once for a few hundred yards. Similarly, they know I wasn’t thinking they’d pass it off as brand new, I was simply enquiring whether they’d take it back and give me some sort of a refund. So I’ll stick by my original review and elaborate some more if required.
9. juli 2022
Uopfordret anmeldelse
Besvarelse fra Quella Bicycle
PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE FOR OUR PRODUCTS AND SERVICES SEE THE LINK FOR UP TO DATE CUSTOMER REVIEWS https://www.ekomi.co.uk/review-quella-bicycles.html In accordance with this Trustpilot review:
We appreciate your view, however we must say that we retail our electric bike to folk 18-75 with very positive reviews, we understand not one size fits all and both the aesthetics and ergonomics of a bicycle will vary amongst a consumer!
As mentioned we also can custom adapt our bicycle to our customers needs going one step further than most brands on the market, we provide choice. The adaptations we make only enhance the look and ride as we are very experienced in designing custom built bicycles and we do so on a daily basis. We are very happy to discuss our customers needs and if there are any concerns we are very happy to chat these through one to one.
This customer purchased one of our electric bikes. A very odd request came two months after the purchase asking if we would take it back even though it had been built and riden. They also commented on having a bigger saddle and wider tyres, which we were of course happy to review in more detail which we did and recommended them some alternative options.
We adapt our bicycles daily to our customer requests and often change saddles, handlebars, tyres to suit their preference and to enhance the. We use quality accessories such as Brooks saddles that have been making saddles for nearly a century which only enact to enhance our existing designs???
Full detail of our electric bicycle is available online and we have plenty of images and You Tube videos so you can see the bike in action. https://www.quellabicycle.com/product-category/bikes/electric-bikes/
Our e-bike is unique and re-charges as you ride providing pedal assisted support upto 25km/h. We have been given rave reviews and have very few poor experiences. It is one of the lightest e-bikes on the market weighing in at just 13.5kg. Upmost, it still looks and handles like a traditional bicycle which is our niche, quite often folk do not believe it is an e-bike!!
It is not often we get this type of review. Please note our bikes are also available to test ride should you require.
If the bike had been returned within 30 days unused then we can of course undertake the process of refunding the bicycle however it is difficult to accept a bicycle back after 2 months having been on rides as we are unable to re-sell this item brand new.
PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE FOR OUR PRODUCTS AND SERVICES SEE THE LINK FOR UP TO DATE CUSTOMER REVIEWS https://www.ekomi.co.uk/review-quella-bicycles.html
Loving my Quella Nero
Loving my Quella Nero. Agile and sturdy. Extremely quiet if you don’t forget to lube the chain from time to time. I don’t usually care much about looks but the simplicity of this design won me over.
I have always been a cycle touring enthusiast, and this is my first real single-speed. I absolutely love the change, in particular being able to ride without thinking about gears and re-learn how to use body weight and posture to maximise performance instead. It’s so much fun and so rewarding.
All the components used are good quality in relation with retail price. Plus, if I may express a more subjective opinion, It’s a pleasure to support local companies obviously built on passion, rather than bigger firms whose strategies are largely built on greed.
Ok enough words gotta go and ride now.
Bye
D
9. maj 2022
Uopfordret anmeldelse
All looks, no performance
Firstly I must say the Quella bikes look fantastic. Classic steel frame geometry with the deep wheels absolutely looks the part.
But that's where it ends unfortunately. I ordered a Nero with drop handlebars, and assembled it, but the wheels were just so heavy it was ridiculous. They felt like a separate weight you had to drag along while cycling. I wanted to like this bike, but if you want to it to actually ride, not just hang it on the wall, I'd look elsewhere.
I've given 2 starts not 1 because the customer service was actually great, both for customizing and returning.
Hopefully they will improve the bikes in future and I'd happily try one again.
10. marts 2022
Uopfordret anmeldelse
Besvarelse fra Quella Bicycle
PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE FOR OUR PRODUCTS AND SERVICES SEE THE LINK FOR UP TO DATE CUSTOMER REVIEWS https://www.ekomi.co.uk/review-quella-bicycles.html In accordance with this Trustpilot review:
Firstly we have no knowledge of this customers name as purchasing a bicycle on our system.
Our Nero bicycle is £379. The weight of the bicycle is circa 12.5-14.5 kgs depending on frame size. We pride ourselves on the quality of our product for the price of the bicycle and the service that then goes with such a product. I've riden my Quella for several years and regularly hill climb on this bike. I've pushed it through all manner of weather and gradients, the Nero is pretty much 'bomb proof' when set-up correctly!
Our wheels weigh and perform as well as any other equivalent product on the market at an equivalent price. You can buy more expensive bikes that weigh more!
Both our spoked wheels weigh 2.5kilos less than a new born baby! For £379 it will be hard to find a bike with wheels that weigh less. It's worth giving us a call Tel: (0333 400 2400) if you have concerns and we can further explain more about the material and weight of our bicycle and wheels and provide more against comparative products on the market. Tel: 0333 400 2400
PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE. FOR THE LATEST UP TO DATE PRODUCT AND SERVICE REVIEWS PLEASE SEE THE ATTACHED LINK https://www.ekomi.co.uk/review-quella-bicycles.html
Incompetent
I ordered a new set of tyres and some inner tubes from Quella Bikes for my Quella Bicycle. The wheels have deeper rims than a regular bike so naturally I ordered inner tubes with 60 mm long valves. However, I was disappointed to find that I was sent 40 mm tubes instead which were too short to be inflated properly. This was super annoying as the majority (if not all) of the bikes that Quella sell have deep rims, which begs the question why do they even stock 40 mm tubes? In fact, just looking under the "Components/Tubes" section of their online shop, they don't even have 40 mm tubes available... This kind of incompetency is simply baffling and I will not be purchasing from them again.
Update (11/02/22): I'd actually asked them for a refund since I already got the correct tubes elsewhere but was happy to accept a swap if a refund wasn't possible. Sadly, no response from Quella. This whole ordeal has just been one huge waste of time so I would advise anyone who is considering dealing with the company to simply avoid and get a bike elsewhere.
Update (14/02/22): Interesting response from Quella. I have not had any email communication from them since asking for a refund so their statement of "WE HAVE ASKED THE CUSTOMER TO RETURN THE ITEMS WHICH THEY HAVE NOT" is simply false.
Furthermore, they blatantly contradict themselves since in their original response they stated "we were more than happy to replace these free of charge on a next day delivery which costs more than the items themselves along with a free postage return label" before now saying "WE CAN ONLY REFUND OR REPLACE ONCE THE ITEMS ARE IN OUR POSSESSION. THIS IS HOW RETAIL RETURNS/REFUNDS FUNCTION".
For clarity, I have not had any further emails from them, or the product replacement/free postage return label which they had initially offered to provide. Instead, it now seems that they expect me to pay for the return of the incorrect order that they shipped out initially, which they'd admitted was their fault. So, which is it Quella? Or are you just going to carry on digging here?..
P.S. You may want to get that Caps Lock button looked at, just saying.. :)
6. februar 2022
Uopfordret anmeldelse
Besvarelse fra Quella Bicycle
PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE FOR OUR PRODUCTS AND SERVICES SEE THE LINK FOR UP TO DATE CUSTOMER REVIEWS https://www.ekomi.co.uk/review-quella-bicycles.html In accordance with this Trustpilot review:
'Hands up' our mistake here! That said we believe a set of the 40mm inner tubes were placed in the wrong location. Both have the same packaging, so it is difficult to determine whether they were picked from the correct location within the warehouse. Whether they were delivered from our wholesaler with a 40mm pack within the 60mm box or they were stacked incorrectly in our picking location is difficult to say!
We have checked over our picking area and there are no 40mm within the 60mm stock. We have also discussed this with our packing team to ensure that they also review the product information rather than just rely on where items are stored, but again this is a very rare occurrence!!!
Nonetheless as we sent the incorrect valve length we were more than happy to replace these free of charge on a next day delivery which costs more than the items themselves along with a free postage return label so the 40mm tubes could be returned to us. It seems the customer does not wish to proceed with a return and wants to keep the 40mm tubes??????
Please do note that we also build custom single speed bicycles on a daily basis. We hand build these in our workshop and these can vary from simple handlebar changes to complete custom re-sprays. We often hand-build wheels from specific rims as requested by customers and quite often these can be shallow rims, that require a 40mm inner tube! As a result we hold a host of items in our workshop we may not necessarily offer for re-sale but maintain to build custom Quella single-speeds. see: https://www.quellabicycle.com/custom-builds/
UPDATE: WE HAVE ASKED THE CUSTOMER TO RETURN THE ITEMS WHICH THEY HAVE NOT. WE CAN ONLY REFUND OR REPLACE ONCE THE ITEMS ARE IN OUR POSSESSION. THIS IS HOW RETAIL RETURNS/REFUNDS FUNCTION. IF THIS INDIVIDUAL WOULD LIKE TO RETURN THESE ITEMS WE WILL HAPPILY REFUND/REPLACE AS THEY WISH.
PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE. FOR THE LATEST UP TO DATE PRODUCT AND SERVICE REVIEWS PLEASE SEE THE ATTACHED LINK https://www.ekomi.co.uk/review-quella-bicycles.html
Just a clarify a review that was…
Just a clarify a review that was written on my behalf by my son
There was 2 bikes, the damage from the first bike was, the chain was thinner than any chain I have seen on any bike apart from a racer, which had to be replaced within 3 months, their was a complete crack that lead to separation of the frame on the rear cog.
Near the axle the frame was 95% completely cracked.
There was no warning.
The replacement bike I changed the chain at the shop, the rear wheel spindle went within 3 months the complete wheel had to be replaced as the shop could not remove the spindle.
The right crank completely cut away from the body of the bike.
This bike was less then a year old.
Quella offered to repair the bike I threw it away and brought a new bike that’s how dangerous I think the bike was.
This bike is cheaply made and is dangerous this bike is no good if you use it 5 times a week and you ride hard.
The costumer service from Quella is first class Especially as I did not buy the bike from them, but the bike is cheaply made.
19. januar 2022
Uopfordret anmeldelse
Besvarelse fra Quella Bicycle
PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE FOR OUR PRODUCTS AND SERVICES SEE THE LINK FOR UP TO DATE CUSTOMER REVIEWS https://www.ekomi.co.uk/review-quella-bicycles.html
In accordance with this Trustpilot review:
The chains used on our bikes are KMC chains. These chains are widely used on single speed bikes and are industry/globally known to be one of the strongest most robust chains available. That said, nothing is 100% perfect however KMC are renowned for their high quality, particular there 1/2″x 1/8″ single speed chains. We are proud to use them.
In regards to the issue with the frame this is an extremely rare scenario that we handled very much in the customers favour. The bike in question is built from a hi-tensile steel, which is extremely strong in nature and used for most entry level single speed bicycles industry wide.
This bicycle was not purchased from Quella and no control over the manner in it's storage or how it was ridden has been under our control. Our bicycles have been made for over 12 years and are ridden everyday by tens of thousands of people without any such issue.
PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE. FOR THE LATEST UP TO DATE PRODUCT AND SERVICE REVIEWS PLEASE SEE THE ATTACHED LINK https://www.ekomi.co.uk/review-quella-bicycles.html
had my first bike for 3 months before I…
had my first bike for 3 months before I had to replace the chain as it had stretched and it kept coming of the cogs at high speed down hills or flat ground.
As this happened during coved 19 I could not use the bike until the shops reopened and that was about 3 months.
By the time the multiple damage to the the frame happened I have had the bike for about 1 years, take in account that that was during Covid 19. I had probably road ehat bike less then 100 times.
When I got thrown of my bike I was extremely lucky as I had jumped the lights and there was no traffic behind.
There was no signs or warnings that there was anything wrong with the bike, after looking at the bike I got back on it because I couldn’t see anything wrong with it, but it wouldn’t move so I had to walk it to a train station.
Believe it or not I was extremely lucky I came off my bike were I did a mile further I would of been going down hill and in traffic and I don’t think it would of ended well for me.
They gave me a replacement bike that I did not want as I believe this bike is cheaply made poor quality and extremely dangerous as I had spent £350 on the bike and they wouldn’t do anything else for me I took the bike.
14. januar 2022
Uopfordret anmeldelse
Besvarelse fra Quella Bicycle
PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE FOR OUR PRODUCTS AND SERVICES SEE THE LINK FOR UP TO DATE CUSTOMER REVIEWS https://www.ekomi.co.uk/review-quella-bicycles.html
In accordance with this Trustpilot review:
Firstly this bicycle has not been purchased from Quella and we are unable to comment on how this bicycle would have been originally set-up.
We were fully open throughout COVID and supplying bicycles and components throughout this period. Apart from new bike purchases (which were on a 2-3 month pre-order basis), all componentry was in stock for warranty replacements in an effort to keep folk riding during the pandemic.
This particular customer had not directly purchased the bicycle from Quella and had allegedly purchased from a company that had subsequently shut-down so the bicycle could not be reviewed by them during COVID.
The customers bicycle was also outside of a warranty purchase.
From images it was badly maintained.
Due to the issues of the bicycle shop closing down, at no fault to this customer, we then handled the situation directly with the closed business whilst supplying the customer with a new bike which we were certainly not at liberty to do. Furthermore, we then sent the replacement bicycle to a bicycle store to be professionally built at no further cost to this individual.
Also this particular situation was dealt with very promptly, however randomly a review posted about this scenario years later now is somewhat odd!
PLEASE NOTE WE USE eKOMI AS OUR MAIN REVIEW SITE. FOR THE LATEST UP TO DATE PRODUCT AND SERVICE REVIEWS PLEASE SEE THE ATTACHED LINK https://www.ekomi.co.uk/review-quella-bicycles.html
Outstanding Customer Services
Sorted out a few issues (immediately) with thanks to Abi. Bikes are extremely easy to build (30 mins max) & feel safe at full power/top speeds. Would highly recommend.
15. oktober 2021
Uopfordret anmeldelse
Not bad for the price.
I purchased the Nero around 7 months ago. I didn’t know too much about the brand at the time so took chance and fairly pleased.
Positives:
-Great looking bike
-Nice design
-Great prices
-Easy to assemble
-Fast delivery
Negatives:
-Not very comfortable
-Starting to show rust on chain and bolts (this could be my own fault).
-Prone to regular punctures (again could be my own doing).
-Chain tension thread has gone.
It needs a proper service, which I guess can be expected after 7 months of regular use.
All in all, not a bad bike but has potential to be so much better if they made it more comfy and used better quality components.
13. juni 2021
Uopfordret anmeldelse
Besvarelse fra Quella Bicycle
PLEASE NOTE WE USE E-KOMI AS OUR CHOSEN PARTNER REVIEW SITE. FOR MORE UP TO DATE AND ACCURATE FEEDBACK ON QUELLA PLEASE VISIT: https://www.ekomi.co.uk/review-quella-bicycles.html
Dear Adam,
Thank you for sharing your experience. Firstly we would always recommend a six week service on a new bike. This is standard practice in our industry and ensures you have set the bike-up correctly and that a trained mechanic can review all manufactured parts are functioning and operating correctly.
I appreciate comfort very much depends on your experience of riding a single speed bicycle with our geometry, for those not use to riding this style of bike then there maybe elements which you feel a sense of discomfort as you adjust to this riding position, but it shouldn't take long!
Rust is down to how the bicycle is maintained. Leaving the bicycle open to the elements and without good bicycle maintain and lubrication the parts may suffer as they would on any bicycle. Always worth keeping an oily rag at hand just to give your bike a wipe down after use, particular in adverse weather conditions and always keep your bicycle covered where possible.
Our bicycles are not known for punctures. Where this does occur it is usually down to incorrectly replacing an inner tube into our rims and also ensuring that whatever caused the puncture has been removed from the tyre before inserting the new tube. If bicycles are not used for sometime tyres can also deflate naturally. When inserting a tube onto a set of rims ensure that the tube does not protrude or twist as this can 'nip' the tube causing an incision or tear. Also it is advisable to pump the tyres to 85PSI. Pumping tyres up too firmly can cause the tyre to puncture when riding, especially when riding over gravel, towpaths etc.
Chain tension thread? Not sure what is mean't here, We use KMC chains which are renowned in the bicycle industry for being exceptionally robust and strong? It is important that when you set your bicycle-up, without using a mechanic, that you set the tension correctly. You should be able to move the chain with your finger approximately 15mm up and down, ensuring the chain tension is not too slack or tight. If rust has occurred on the bicycle then this would also indicate that the chain has been left to the elements and it is important to keep a chain well lubricated.
If you need any further advice relating to your purchase or wish to discuss the above points in more detail we would be very happy to discuss these with you.
We pride ourselves on our exceptional customer service and all our customers reviews are very important to us! We are here to listen, guide and help in every circumstance, whatever your experience of riding bicycles.
We are specialists in single-speed, in-built hubs and pedal-assist electric so please do not hesitate to call or e-mail us to ask any further questions.
E-KOMI IS OUR REVIEW FEEDBACK PARTNER OF CHOICE. FOR MORE UP TO DATE AND ACCURATE FEEDBACK ON QUELLA PLEASE VISIT: https://www.ekomi.co.uk/review-quella-bicycles.html
Great bike, want another
I have read the reviews and seen the feedback. I want to share mine.
I ordered a Cambridge Varsity last July, it turned up in September. This was inline with the delivery time quoted. It actually came a week early. Absolutely loved the way it looks. I use this cycle as a commuter and training bike. So 100 mile weeks are normal. It lives outside and is locked in the centre of Cambridge. All I can say is it is perfect. The paint has stayed fresh, the drive train smooth, and it has been ever so reliable. I was always a fixie fan, but after a few changes, all available from quella, the bike fits me and does what I need. The rust issue others have mentioned I haven't seen, the paint withstands bike parks well, the kenda tyres though sap watts.
I love this bike so much I want a second. I just wish you had a better website, or a bike customiser like Ribble.
I'd be willing to pay for something special, I just want a few options on the website rather than a contact form. For example choice of stem length, equipment, wheel sets.
Ultimately a big thank you, it made my lockdown better. And I can't stop telling people about it.
23. april 2021
Uopfordret anmeldelse
Besvarelse fra Quella Bicycle
Thank you kindly for your review and recommendations for improving the custom element to our service.
Firstly on rust it is generally as a result of people leaving bicycles outside in all conditions on a regular basis. Most bikes will, if not stored or maintained correctly, incur deterioration.
We are working on website developments and whilst we love providing a 'one on one' service for custom production (and in many cases it does require us to get into verbal discussion regarding the level of detail we make on creating custom bikes) we will be offering a customiser bike tool to allow an element of options to be selected by the customer prior to purchase.
We agree these customiser tools are great and we will be including this development on our website in due course.
And finally to your 'big up', we thank you for sending out the positive vibes for our bike and brand, do give us a buzz if we can support you in any further amendments to your Quella.
Please note E-Komi is the service review site that we use at Quella and would recommend that any customers revert to this site so they may see more regular and up to date reviews for our product and customer service.
I hate giving bad reviews but after…
I hate giving bad reviews but after ordering a bike in March and being very excited about the delivery in mid April which the website promised I still have not received my bike. I had to get in touch with the company to get an update on my order being late rather than keeping me informed. No I have received another email delaying my oder further to the beginning of June. The email received starts hi all...rather than writing to me personally. So I have no lost faith in the customer service of this company. Its the first time I am using them and it seems to me that they mean to do well but do not understand how customer service works. Promising me a free t-shirt for my order being 1.5 months late without them keeping me informed in the way I would expect is very poor. So I am now looking elsewhere for a bike and am about to request a refund. I would suggest to stay clear of them...
23. april 2021
Uopfordret anmeldelse
Besvarelse fra Quella Bicycle
We appreciate the news of any delay is frustrating, however we were very detailed in our response as to the reasons why this industry wide shipping delay was impacting on our recently expected delivery. We detailed the issue with the Suez Canal incident and the impact this has had on global shipping creating a huge backlog in worldwide shipping logistics from port delays through to container shortages. Container ships can carry upto 20,000 containers each and if you can imagine there were over 350 ships caught up in the Suez Canal incident the impact this has had on logistics has been substantial and will probably take 8-10 weeks to rectify.
Furthermore, the demand on the bicycle supply chain has been immense since the COVID pandemic. Many components for bicycles now have lead times running into two years and we have expertly managed to sort our production to continue a healthy supply throughout 2021 and beyond, which has taken great time in planning and investment. From spokes to tyres the demands on componentry has been relentless yet we continue to produce in a very timely fashion due to very strong relationships with our manufacturers that we have gained through our professionalism and friendship over many years of bicycle production.
It is extremely painful for us as a company to deliver news announcing a delay but to many we are praised for our honesty in approach and communication. Many bicycle companies do not provide any compensation and in some cases have increased the prices of their bicycles whilst on pre-order! However as we do care for our customers and appreciate their support and patience, we have offered a free T-shirt and special next day deliver on all delayed pre-orders, amounting to over £60.
We are also keen not to over communicate in an effort that when we do announce a situation we are transparent in its content, we are always on-hand to answer customer questions or queries daily by e-mail or by phone if you wish to speak to a member of our team in person.
Most of our pre-order customers appreciate that whilst a delay is not the most ideal news the fact that we communicate with clarity and detail they understand the global position on the movement of goods by sea has been fairly intense of late and this has been widely broadcasted across the news.
There is also a very real appreciation from our customers for our further offering as a thank you for their patience particularly for the bicycle industry of late whilst demand is outstripping supply. So we thank those who understand the greater situation and for those unable to wait for our two wheels we will refund immediately upon request.
Please note E-Komi is the service review site that we use at Quella and would recommend that any customers revert to this site so they may see more regular and up to date reviews for our product and customer service. Whilst we take great pride in our product and service we understand there are always areas to enhance and we do read and listen to all our customers.
Great delivery company, rubbish bike
Great delivery company, rubbish bike!
Delivery was good got here on the day it was supposed to.
Put the bike together no problem, expected to have to do that.
The bike is no better than a kids toy though. The wheels are dangerous and even say excessive use will cause accident. I mean really? I use the bike to ride to work, this is just poor, I have had to buy new wheels.
There seemed to be a bit missing around the pedals (which are also awful quality) so I phoned to check; never heard back. Got a puncture on the second ride, not because of anything on the tyre, the inner tube was sub standard.
It does look nice but is not built to be ridden, and there is no suggestion of this on the website. There are cheaper, better, safer bikes on the market. I would avoid quella bikes.
I am just gutted that I need to use this until I can afford to buy a new one.
PLEASE READ
Unfortunately I cannot respond to what Chris has written below, which is a real shame because having spoken to him I have to say I was really impressed. we had a great conversation about the bike. I was really pleased and again impressed with his swift communication and the high level of customer service he has shown, he listened which was very refreshing. We actively discussed the issues i had and he offered reassurance and insight, which was great and I am now as happy with the bike as when i unpacked it; as I did say in my previous review 'the bike looks great'. He is a genuinely nice bloke and despite my earlier review I actually think I would buy my next bike from these guys!!
Thanks again for the swift response, i would now change this to to a 5 star review
28. februar 2021
Uopfordret anmeldelse
Besvarelse fra Quella Bicycle
Dear Jim really good to talk with you today and to rest your mind assured over your Quella. I think we we have all been there at times when an item arrives and frustration sets in if things don't appear to be right at first sight. We appreciate your time to return our call and we are pleased that we could reassure you on the quality of our bicycle and support your issues regarding our rims and your running issues with tyre punctures. As described if the punctures continue we would be very happy to help you resolve the scenario and put you in touch with one of our London dealers. Thank you for being receptive and open to our contact and we are pleased we were able to resolve your concerns in a constructive and positive manner. Please do feel free to contact us directly if we can be of any further support.
Good frame, poor quality of all the rest. Awful costumer service
Hi
I bought a Quella Nero
After one week chain, sprocket, bolts, components in general are already showing rust. .
I thought this was absurd, a bike that is new, with less than a week of life shouldn't do that.
I have others and much cheaper bikes, that after years of use don't have any trace of rust
Therefore i contacted the Quellabicycle.com costumer service, explaining what was happening.
I told them that was my opinion that the frame was good, but probably the components much cheaper, I asked them what kind of solution they have in mind
They answered, to put it in a few words, that it was my fault, rust appears, in their opinion, because I ride in wet weather conditions.
Their solution was to wipe the rust with a cloth, can you believe it?
In England it rains most of the time. If the material of their components was good, with a good coating this shouldn't be happening.
So, a part from this silly suggestion about the cleaning, no further assistance was offered, or any other kind of support.
Nothing a part from a guide on cleaning and maintenance, as if after 25 years that I drive I would need from them to be explained how to wipe a bike!!!!
Just insulting.
20. februar 2021
Uopfordret anmeldelse
Besvarelse fra Quella Bicycle
In this instance we requested the customer forward us images of their bicycle. From the pictures provided it was very clear their bicycle had been exposed and left to the elements. There were large amounts of grit and grime around the drive train componentry with strong indications that the bicycle had been left outside uncovered, unattended and uncleaned after riding.
Similarly as to how car brake discs can form a rust coloured coating if left unused over a short period of time we advised to the customer wiping down the area with an oily cloth and lubricant which will remove any rust coloured marks and act as a protective barrier for slightly more exposed steel parts such as axel threads from developing rust coloured marks.
It is good practice to keep any bike covered from the elements, applying lubricant to working parts and components is always advisable and will be one of the main procedures a bike mechanic will undertake in constructing a bike build and service.
It's always advisable to give your bicycle a wipe down following any riding that comes into contact with the elements rain, snow, mud, grit etc, this is standard practice that any regular cyclist will appreciate and understand and enhance the life of your bicycles working parts.
We ride and push our bicycles through the harshest of environments regularly as our team cycle to and from work through rain, sleet and snow pushing the single speed drive through the steepest of gradients. It is very clear when a lack of 'TLC' is given to a bicycle and this was very evident from the images in this case.
Here are 5 key points that will help keep a bike protected from rust and corrosion:
Keep your bike well-lubricated
Don’t leave your bike exposed to the elements
Wash and dry your bike regularly
Install fenders and frame protection on your new ride
Give your bike a proper tune-up or hand it to a professional mechanic to build and service regularly
I bought quella bike from Halfords in…
I bought quella bike from Halfords in Glasgow looks so good that’s why I bought it silver frame stands out but when I went to adjust the seat up it started to scratch the seat post badly took it back to the clowns in Halfords Rugherglen said this was normal first of all the said I should have put lubricant on so told them to do it scratched the rest of it so I’ve had to buy some black tape to cover the scratches on seat post not something you would expect to do on a brand new bike I would like to know if this is normal for your hand built bikes like the 2 clowns in Halfords Rugherglen kept saying
13. december 2020
Uopfordret anmeldelse
Besvarelse fra Quella Bicycle
Unusual to receive a 2-star review for a service we have not provided, but glad to see the product worked for you. Halfords usual build the bike ready for you to ride and usually very good at this. Not sure how long the item was in stock with them before they issued the bicycle to you, however they are usually delivered perfectly. We do not place the seat post in the frames when the item is boxed from ourselves, allowing individuals or a mechanic to set the seat height perfectly, this also avoids the unnecessary movement of the post up and down the shaft which can potentially cause scratching from the inner side of the frame. As they mentioned it is also good practice to lubricate seat posts to allow for a less abrasive movement of the component once inserted inside the frame.
Buy your bike somewhere else
Buy your bike somewhere else. These guys sent me a bike in a dangerous condition - with no bolts attaching the bars to the front wheel and a broken bottom bracket. They then refused to pay for the repair.
26. november 2020
Uopfordret anmeldelse
Besvarelse fra Quella Bicycle
All our bicycles arrive 85% built. There is very little to do other than to tighten bolts securely with an allen key, screw in pedals and tighten bolts on the front wheel to the forks as well as unwrap all packaged protecting the frame. It is all very simple and clearing we are always available to assist you over the phone if you need help, we pride ourselves on our customer service and have always scored highly with our customers on this basis.
If at all you feel uncomfortable building our bicycle we always advise to seek the support of a trained mechanic at your local bike shop, or if there appears to be any problem we are on-hand to help and just a call away, we have been building these for years!
On this occasion we offered to collect the bicycle from the customer and have this returned to us for review or alternatively to pay for a trained bicycle mechanic to review the issue at hand. The customer opted to take the bicycle to a local mechanic and we despatched the spare component part for them to take to with the bicycle, which they subsequently did over 12 weeks later. 16 weeks later the customer forwarded a copy of a piece of paper (not an official receipt) indicating a sum they had personally paid. To verify the amount we spoke with the bicycle shop directly who informed us that the amount included the cost of a component and that the customer had not provided them with the part we had sent nor had we received any componentry back at our warehouse. We then paid the mechanics fee only. Very strange circumstances!
Great costumer service
I brought a Quella Nero 13 months ago and their was damage to the frame, the bike was brought from Cycle Republic which has since closed down, so I contacted Halfords which responded but 8 days later had got nowhere.
I contacted Quella and spoke to Chris I explained the situation and sent him photos of the damage to my bike within 10 minutes of receiving the photos he had agreed to exchange the bike.
I have now got a free replacement bike I would like to thank Quella and Chris for the swift response.
This is the costumers service we all look for and expect I would recommend Quella to anyone I will get my next bike from Quella.
12. november 2020
Uopfordret anmeldelse
Delighted !
I initially harboured some concerns regarding fixed gear cycling but having recently taken delivery of my new Quella Varsity model I could not be happier. Having opted for some added accessories all products turn up on time, in full and precisely as promised. Thanks to all at Quella !
Adam
27. marts 2019
Uopfordret anmeldelse
I ordered a bike at the beginning of…
I ordered a bike at the beginning of July 2018, now in the 1st of October the bike is still yet to be delivered. Apparently due to them having issues with their factory and the bikes arriving in the UK, I have never heard of a company making such a mistake and providing such poor service. Having placed the order via cycle to work I am bound to buy from the company as the alternatives are limited and the voucher is for a fixed price.
1. oktober 2018
Uopfordret anmeldelse
Ordered handlebars
Ordered handlebars, item arrived promptly via courier without problems.
18. april 2017
Uopfordret anmeldelse
Great stuff
All great! Bought a bike & a pista handlebar. Both were over my expectations. Thank you so much!
17. april 2017
Uopfordret anmeldelse
Flawless bikes, parts & service, at the right price
Firstly, the bike's a pure joy to ride. Roughly half my rides, someone talks to me just to admire it!
Ordered a crankset (due to heavy use, not a fault), impressed by price, communication & delivery (time & collection options).
Quella know what they're doing, and they're doing it bloody well.
13. april 2017
Uopfordret anmeldelse
Dette er Trustpilot
Alle kan skrive en anmeldelse på Trustpilot. En anmeldelse er ejet af personen, som har skrevet den, og vedkommende kan derfor redigere eller slette den til enhver tid. En brugers anmeldelser bliver vist, så længe vedkommendes konto er aktiv.
Virksomheder kan bede deres kunder skrive en anmeldelse ved hjælp af automatiske invitationer. Denne type anmeldelser handler om reelle oplevelser og markeres "Verificeret".
Læs mere om andre typer anmeldelser.
Vi bruger en kombination af dedikerede medarbejdere og avanceret teknologi til at beskytte vores platform. Find ud af, hvordan vi bekæmper falske anmeldelser.
Læs om anmeldelsesprocessen på Trustpilot.
Hér finder du 8 tips til at skrive anmeldelser.
Verificering kan være med til at sikre, at det er rigtige mennesker, der skriver de anmeldelser, du læser på Trustpilot.
Det kan påvirke TrustScoren, når man tilbyder incitamenter i bytte for anmeldelser, eller når man kun spørger bestemte kunder, og det er imod vores retningslinjer.