Fettle. Faff-free bike repair | fettle.ccReviews 

I've sadly had a terrible experience pretty much the whole way through, bar one or two positive things. For context I had an insurance job done through Fettle Finsbury Park, as my wheels and handlebars were stolen, as well as cables cut. My insurer (Laka) had recommended Fettle.

Positive things

The guy that picked up my bike initially was helpful and that process was streamlined. The bikes handlebar taping was done well, and most of the rebuild looked pretty good.

Negative things (in order of occurence)

1) Fettle messaged me informing my bike was finished and ready to be picked up. I gave them a call 3-4 times over two days to see if I could just come and grab the bike, as part of their service was dropping off the bike, but there weren't slots available for 5-6 days. Nobody picked up, except for someone at head office who said they’d ask the Fins Park guys to call. Nobody did. So the next day I turned up.
2) when I arrived the bike wasn’t actually completed. Most of it was "repaired", but the lighting system wasn’t, as they were waiting for parts. It would have been help if they’d communicated this instead of saying “your bike is finished”. I would have likely just waited until everything was done.
3) when inspecting the bike, i noticed quite a bit of cosmetic (well hopefully cosmetic) damage to the cassette. I took a photo of this before leaving the workshop. When i asked the Manager there what had happened, he said it must have been from test riding. My old cassette looked brand new that I had rode for months, where as this didn’t.
4) On day 2 of riding the bike I came off quite badly because the stem hadn’t been tightened properly during the repiar and as I went around a corner the handlebars buckled to the left. This had damaged the left shifter (thankfully i wasn’t too badly hurt, just a graze and bruises). I communicated these issues to Fettle but didn’t hear back from them.
5) I also noticed the shifting was terrible, and super clunky when I picked up the repaired bike. It was so bad that I stopped riding it (just in case it caused damage), until the lights could be installed, and then the shifting/cabling resolved. (which had taken weeks at this point). I brought the bike back in to have the shifting/cabling sorted. I was told it would be sorted on Thursday or Friday at the latest, but when I turned up, the guys working there didn't even know about it. The Manager hadn't informed them that I was coming in (and he had gone on leave), so it took until the next week. But even then, there was no difference. I took this to my local bike mechanic (who I should have gone with earlier), and he said the cabling was done poorly, and the shifting alignment wouldn't fix the problem, he diagnosed this within a 50m bike ride. With all the cosmetic markings on the new casette, I would have assumed they would have picked up during test riding.
6) After waiting for over 2 weeks after having the bike, I contacted Canyon (where the lighting system was coming from) asking for an eta for the lighting part. They said it had been delivered to Fettle 7 days before. Which means Fettle sat on it for a week. This whole process was over circa 5 weeks.
7) After all of this, when preparing for a bikepacking trip, and getting the lighting system set up, I realised that they didn't provision for a Dynamo SON hub for the front wheel, even after they were given the bike specs. And now I've been waiting for 6 days to someone to help me with getting the Dynamo SON sorted from Fettle. I've communicated that I need to get this resolved ASAP, as I'm moving country, but it feels like nobody wants to help.

Mistakes can happen, and if 1-2 of these things had happened I would have been ok, but this has been a very terrible experience overall.

I hope management see this and can help put this right.

Fettle has had my bike for a week. They produced a quote last Friday, which I approved same day. It's now Wednesday night and I've had no further update despite chasing. No idea when I am getting my bike back. The 24-48h turnaround advertised is pretty misleading.

Fantastic!!
Very good service and friendly staff👍

Within minutes of riding my bike after a full and expensive service, the rear tyre went completely flat. I contacted customer service and was told that punctures can happen and that there was no service warranty covering the issue. I was informed in no uncertain terms that if I wanted it fixed, I would need to pay for the labour again.

When I asked whether anything from the service could have contributed to the problem, I felt the response was quite rude and dismissive rather than investigative. After customer service contacted the servicing branch (East Dulwich), I found the branch similarly unwilling to consider that the issue might be related to the service. In the same message, I was told that I could bring the bike to the branch, but that it was closing by the end of the month (in 10 days), that they might not have time to inspect or repair it, and that labour charges would still apply.

The following day, I took the bike to a different mechanic. He immediately identified that the rear tyre's sidewalls were worn and said he would have expected this to be picked up during a full service. He also believed the inner tube had been overinflated, which may have contributed to the failure.

He repaired the bike for around one-third less than the price I was quoted by Fettle.

I would have preferred Fettle to take the time to understand and investigate my concerns before concluding that the puncture was simply an unfortunate coincidence. I would also have expected some form of labour warranty following a full service. For those reasons, I cannot recommend Fettle and will not use them again.

Always a pleasant experience.
It feels like new. Thank you

Great knowledge, great communication, great service. Thank you!

Patrick and Isaac have both been really helpful throughout a routine service and subsequent repair that I've had on my bike. Unfortunately, following the service I had an accident. They took a look at it for me, fixing some things, however after a long cycle I noticed some more issues and brought it back, and Patrick managed to resolve it at minimal expense. I'm really grateful to Patrick for sorting it, both quickly and at low cost, and making my bike ride as good as new.

Before I found out about Fettle, I gave my Cannondale to someone else.
I booked it into Fettle for a service, & they found things I didn't realise needed doing. With all the bits they had to sort they only charged me £109 more after the service price. - And as Fettle said it does feel like new! Thanks Fettle. TOO JOB AGAIN!

I booked in a full service for my bike, plus a change of one of the brakes and the chain. The staff and service were great, and they took good care of my bike.

Quick service as well, booked in for Tuesday and by Friday morning, I had my bike back.

As a Dutch cycling tourist, I arrived at this bike shop on Wednesday, June 10th, with a problem. I didn't have an appointment. Nevertheless, I was helped immediately so I could continue my journey. The owner spent at least fifteen minutes working on it but refused to accept payment. He indicated that he could not solve the problem 100% right now. How remarkable is that! A man of principle with a heart for cycling and customer-oriented. Thank you for your fantastic service.

Very good service. Honest, transparent, and reasonably priced. They explained everything clearly and didn’t try to upsell anything unnecessary. The bike feels great after the service — would definitely recommend.

Was called silly for the bike I purchased and told I should have done my research before choosing something “pretty” whole interaction came off as sexist. They couldn’t really help with my e-bike and he said he hasn’t been trained for them. Still charged me the full amount for an MOT he obviously didn’t do. By that point I just wanted to leave so paid and left. He did do some other work on the brakes (paid for that on top of the MOT cost) they seem to be okay but are squeaking when used- had to call another bike repair shop to check the squeaking isn’t dangerous.

There used to be another guy who worked there, he was great but apparently he’s left.
I won’t be going back again.

I've used Fettle Hyde Park several times now, and I've received excellent service every single time. Thank you very much.

Friendly, quick and affordable service! Will be going back whenever I need support with my bike again.

Fantastic service: Reliable, fast, and with transparent pricing. Always again!

Easy and straightforward. They also saw that the quick release was wrong and fixed that as well

Kez was very helpful and responsive.

As always a great service. Transparent and fair with the costs and always keep you updated.

Excellent service from Sam - fast, helpful, friendly, reasonable price.
Highly recommended!

This is a great place. I love it, really quick and knowledgeable team of people. Thank you Andrew!