Gocycle - Chessington

Agnieszka P.

Useful when the bike works. However to repair it it is very expensive! (New battery is about £900 plus additional parts and service = about £1800.) This is too expensive for me, therefore I decided to not fix it. Unable to contact the repair shop directly (no email, no phone number on the website). I had to use the bike shop to liaise with gocycle repair at Chessington service instead. I paid for the shipping of the bike to Chessington just to realise that it is too expensive for me to repair it. I bought the bike in 2021 and it lasted till Christmas 2024 (only about 3 years).

Thomas W.

Update after several weeks: I've spent almost 6.000 € on this bike, some accessories, and repairs. Now I'm told that it will be 3 more weeks before I will see a working bike.
I won't go into deep details but the after-care customer service is horrible. Communication often takes days and is ONLY done via email. A 15 minute phone call when I first had the issue would have made this a far less painful experience.
The biggest customer service failure is that I took the bike to a certified service center last Monday and it took a week for me to be told that the bike will now be "collected". I suppose that means it sat at the service center for week without being attended to - but like many things from GoCycle it isn't clear what it means.

Original review:
I rate the design quality of the bike at 7 as it is beyond anything I imagined being available. It is a wonder. But the assembly and post-purchase customer service is weak to non-existent unless you live in a city with an authorized service center. I received the bike with it needing adjustments and was told the only option for me was to return the bike (at my expense) to them or take it to a service center. The front brakes don't stop the bike and barely slow it down. The closest center is more than four hours away. So unless you live next to a service center don't buy the bike.
My main concern and the question I asked but did not get a reply to is "WHY WAS THE BIKE SENT TO ME NEEDING ADJUSTMENTS TO THE BRAKING SYSTEM?"

Matt S.

Please do not buy anything from these amateurs. I made the mistake of buying one of their premium e bikes and from day 1 of receiving it it didn’t work. When turning left or right the bike would lose power and shut itself off. I contacted gocycle expecting an apologetic offer of a new bike and rather than being apologetic and offering me a refund or a replacement bike they told me to return the bike so they could repair it! A brand new bike and it needed repairing. I know now I should have demanded my money back. After a couple of weeks I received my brand new now repaired bike back, Apparently it had had a fault with the wiring loom inside the stem. A few months later I decided to buy some integrated headlights from gocycle and again the headlights didnt work properly, When I turn left or right they turn themselves off, strangely similar to the initial issue I had with the bike but I decide to leave fixing them until I get the bike serviced as I don’t want to lose my bike again for weeks more repairs. I recently took the gocycle to have a service and asked them about looking at the lights and they said sure. Later I get a phone call to say it will take 6 hours of labour and will cost in the region of 600 pounds to make my headlights work properly. This is due to the same issue that the bike had when I received it, the wiring loom is at fault again. Basically everything that needs fixing on a gocycle can only be carried out by gocycle as it’s all internal. These bikes may seem great to own as there’s no chain to grease and little to no maintenance involved but when you get a problem be prepared to wait weeks for gocycle to sort it and expect it to cost a fortune as all repairs are internal and can only be carried out by gocycle or gocycle service Centers. I’m now 6 weeks into the current wait for my gocycle to come back from the repair shop. This time I have a loud clonking coming from the rear hub which the local shop can’t diagnose so I’m without my gocycle yet again. I have no idea how much this repair will be or if it will even be viable to fix and as per usual gocycle are taking forever to help the shop sort the situation. My bike is in perfect condition, it has never been ridden off road or in bad weather, it is kept indoors and has less than 3k miles on the clock and has been nothing but a disappointment .As an owner of a gocycle I could never recommend or advise anyone to purchase anything from gocycle which is a real shame as the bike is really nice to ride. There are way better options out there for premium e bikes, try moustache or riess n muller.
Update on review…
After waiting 5 months for the bike shop and gocycle to return my e-bike I’ve finally got it back and after 1 day it is now not even turning on. This bike is the worst mistake I’ve ever made and I hope this review persuades at least one person to chose not to purchase a gocycle. The company are a disgrace! Simple repairs cost hundreds of pounds. It may look nice but don’t be fooled. Don’t be fooled by all the positive reviews either they are con artists who need a massive slap! Do not buy a gocycle! Please save yourself years of headaches and hassle. Avoid at all costs!

Tim R.

Fantastic looking bike that turns heads and will have people asking about it. It is good to ride and has good (but ridiculously expensive) accessories.

We have two and have recommended them to hundreds of people who stopped to ask about them.

Why one star? They are fantastic until they breakdown. Customer service people are OK but email only so takes an age. They have very few service centres so repairs require shipping
. A complete pain.

A premium, high priced , product let down by poor service.

There are better products with better service.

.

Scott L.

As many reviewers have noted, this is an amazingly well engineered bike. While stupid expensive, we love our GX. We recently ordered a second bike but the company won't ship after receiving payment and have failed to respond to three customer service inquiries on the shipment in the last two weeks.

I am left with no other alternative than to call my credit card company and have them withdraw the funds. I can't imagine operating a company without a phone number, email address, or any type of customer service. I wonder if they are about to file bankruptcy given the number of units out of stock and their failure to respond to contact.

Perhaps it's that we are in the USA and it's a UK company?

In any case, no matter the engineering wonder, I can't see dealing with a company with no phone number and no email address. It's crazy....

Daniel C.

Have reported issues with my Gocycle and returned the bike direct to Gocycle. Bike comes to sudden stop while cycling even while charged. Customer support are responsive and polite but won't resolve the issue and just want to send the bike back to me. Even sent videos showing the issue. Nearly 4k wasted as bike not functioning and under warranty. Be careful if buying one

Michelle B.

We bought 2 Gocycles about a year ago and one of them had an issue with the battery (within the warranty period). Gocycle was very helpful in helping us to get the battery changed abroad and even upgraded us to the new, more powerful battery. Also worth mentioning is the fact that even without battery support, you can ride the bike comfortably - luckily, we have the manual shift version.

C S.

Love my Gocycle! Cool design, simple to use, clean, compact, comfortable, and powerful - giving me confidence to commute and explore via the London city roads. Good delivery experience, having peace of mind with tracking updates.