Quella Bicycle Reviews 

Reply from Quella Bicycle

Aug 16, 2023

The customer stripped their crank arm when building their new bike by applying a pedal incorrectly. We responded by e-mail within the hour and then spoke to the customer on a couple of occasions. We very kindly offered to split a crankset so to provide them with a crank arm only at a much reduced cost and send on a next day delivery to avoid delay (again at no further cost usually £25 guaranteed next day). The customer continued to want the item for free having admitted to the mistake and not understanding how the pedals should have been inserted. Unfortunately the customer had not read all the literature provided with the bicycle or followed the video how to build our bicycle on You Tube. Also, we do explain to folk in the literature provided and on our website that in order to avoid potential mishaps when building a bicycle support your local bike shop and have a qualified bicycle mechanic undertake the build to avoid any unnecessary mistakes and expense. Whilst building our bicycle is a relatively simple process, a professional bike mechanic will ensure the bike is built safely, components are set at the correct torque and lubricated accordingly, they will also ensure components are not damaged in the process of a build. Please visit our feedback page at e-komi for a more comprehensive and genuine customer overview (over 750 reviews) on the quality of our customer service and product. https://www.ekomi.co.uk/review-quella-bicycles.html

Reply from Quella Bicycle

Apr 17, 2023

Interesting such is posted several months later? We had confirmation from the customer that when the wheel arrived it was in perfect condition.

"The wheel did arrive in sound form, in fact the whole bike did - exempt from any deformities or buckles".

We then advised the customer that we do recommend that all bicycles should be built by a trained mechanic to ensure that they remain in warranty and components fitted correctly with appropriate tolerances on the tightening of components. Quite often folk overlook the importance of a bicycle mechanic and the smallest error in positioning/tightening of componentry can cause issues, particularly if not set correctly.

It is clear in this case that the wheels did arrive in a working condition and that during its riding time buckles have been incurred. Wheels do not buckle naturally and do so as a result of riding uneven ground, curbs etc. Difficult for us to determine how a customer may ride their bicycle however confirmed they arrived perfectly.

The point made about spoked wheels/rims is that wheels can often be brought back to try through the tightening of the nipples/spokes using a spoke key. The issue with Mag wheels is that once they have had impact they cannot be re-trued to position. Carbon wheels, by their very nature, have much more flex in the material and can take slightly more impact before buckling occurs.

The key difference between the two is price. If you want a good set of carbon spoked wheels these can be 3 or 4 times more expensive than Magnesium Alloy.

Having said that we have many many happy customers who ride our Mag wheels and extremely happy, we have been selling these for many years without issue. We're very happy to chat to folk about these rims if they have any queries. Mag wheels have been part of cycling since their introduction back in the early to mid 70's and came into their own on BMX's throughout the 80's.

Reply from Quella Bicycle

Nov 7, 2022

This certainly sounds like a drivetrain set-up issue. Whilst relatively simple to construct the main point to focus when building-up a single speed is to ensure the drivetrain is correctly aligned and that all components are operating effectively. It is clear you have had issues with chain breaks and this can be as simple as chain tension (too much or too little) or a host of set-up points or even a component issue. Alignment of your front chain wheel to rear sprocket, bottom bracket length, alignment of back wheel in rear stays, rear sprocket secure and functioning correctly, no issues with front chainwheel, crankset correctly secure to bottom bracket and so on. We do advise all customers to have their bicycle set-up by a bicycle mechanic if they are unfamiliar with building bicycles and bicycle components, not only to ensure safety but also to set-up drivetrains correctly and have them lubricated. Mechanics can also identify if there are any issues with components on the build. I do think even after a chain break so early we would have advised seeking support to ensure all the above and more had been covered in your build, it sounds like this has not been the case as this is not usual. As you bought the bike from Halfords and not ourselves we would strongly advise communicating the above and we would be happy to help them or yourself should this be required.

Reply from Quella Bicycle

Aug 22, 2022

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 don't advertise out of stock items. Our standard despatch times from order are 2-3 days within the UK and we quite often exceed these shipping times. Please also note for a European order shipping times (which does appear to be the case in this situation) do take longer. Orders are despatched within 2-3 working days and often take a further 3-5 working days to then deliver into the EU. Again this depends on your EU location. We do provide tracking details once the item arrives with our European couriers via the Netherlands. If you do experience any shipping issues please do contact us directly and we will keep you fully updated on arrival from our couriers and provide tracking details.

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

Reply from Quella Bicycle

Updated Jul 24, 2022

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

Reply from Quella Bicycle

Mar 10, 2022

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

Reply from Quella Bicycle

Updated Feb 14, 2022

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

Reply from Quella Bicycle

Updated Jan 19, 2022

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

Reply from Quella Bicycle

Jan 17, 2022

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

Reply from Quella Bicycle

Jun 14, 2021

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

Reply from Quella Bicycle

Apr 26, 2021

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.

Reply from Quella Bicycle

Apr 26, 2021

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.