Quella Bicycle Arvostelua 

Ordered a bike about 6-8 weeks ago. Delivery date at checkout 8-12th may. Days pass. No delivery, no communication. Chase it up by phone and email. Eventually get an email saying that a delivery to then has been delayed so unable to fulfil order currently. Since then… nothing. Chasing up by email… nothing. Bad customer service that I assume would similarly go awol if there was a problem with the bicycle if (ever) it arrives with a problem.

I ordered parts from Quella. I never noticed that the website now has a collection option and the parcel accidentally got delivered to the Quella pick up point.
However, when I informed them, they sorted out a new delivery straight away and I received it in good time.

I recently purchased a bicycle from Quella and have been thoroughly impressed with both the product and the service. The bike is exceptionally high quality and looks fantastic, exceeding my expectations in both design and craftsmanship. Although there was a slight miscommunication regarding the delivery, their customer service team handled the situation brilliantly and resolved it quickly with outstanding professionalism. Their commitment to customer satisfaction was second to none, and I wouldn’t hesitate to recommend Quella to anyone looking for a premium bicycle and excellent after-sales support.

DO NOT PURCHASE FROM QUELLA. Absolute disgrace of a business. 2-3 days delivery stated during purchase process.

Now one week later and getting no communications from them at all, despite contacting them via every available means multiple times.

I do get marketing emails from them, however I will definitely not be giving them any further money... what an absolute joke.... worst business I've ever dealt with.

AVOID!

Avoid purchasing from this company! Customer service at this company is terrible. Ordered my bike back in April and was told it was going to be shipped within a couple of days. It's the middle of May and I still haven't got my bike. It makes me wonder what's actually going on with this company, whether it's just about to go out of business. No response from the online chat or if you do get a response, it's about two weeks later when you call the business. They never pick up except for bizarrely on a Friday afternoon when someone tells you that you're going to get it the next week, but you never do. Their lack of transparency is shocking.

The most beautiful bike and so easy to assemble!!

Smooth delivery, quality components!

Item despatched promptly and well packaged. Quality of items is great.

Very poor customer service, delivery was two weeks late. Was told that I would receive parts for repair and never arrived, contacting them a couple of times without reply.
Some parts broke within 3 months and warranty is only for two months, a real statement to how much the manufacturers trust their own parts.

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 that they had erroneously missed off my cycle to work scheme voucher which delayed my order by a day but this was rectified very quickly (though they did not confirm this over email).

Spencer was great at communicating and helping with cycle to work quotes as well as post delivery service. Love the bike (mag wheels are super cool).

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 too which made it much more straightforward to swap out.
Look better than the originals too

Quella is an Italian feminine demonstrative adjective/pronoun that translates to "that" or "that one" in English. This was an aptly chosen name for I can confirm that my Quella Edinburgh, single speed, manages to turn heads of passersby young and old and all genders.
The ability to customise and add on with these bikes makes for a really personalised and stylish finish. My grey frame with black and brown wheels and the brown bull horn handlebar and seat looks stunning.
The service was brilliant and hiccups were dealt with in a timely and understanding manner and a lot of advice was imparted as I was new to road bikes. I am keenly cycling to work and purchased this through the Halfords Cycle to Work Scheme. I've also recently purchased a used car from Skoda after parting with my Fabia of 11 years and I promoted Quella on my Google review, showing that Skoda and Quella are my perfect marriage. Clear style, passion and endorsement of riding regardless of fashion or trends, forever. I have attached a photo of myself with my new bike 'Cherry' and my old Fabia. Lots of love to Quella colleagues and to those that are considering a purchase. P.S. Single speed bikes are incredible for improving your fitness level; don't be scared of the challenge.

Lack of updates on order. Misinformation about delivery. Bike frame scratched on delivery

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 now Friday 03/04/26 and order still has no update, no expected dispatch date or delivery window.
Tried the online chat, no response.
Emailed on Wednesday, no response.
Not too impressed so far.
Quella got in touch, really helpful.
Whilst the initial order came through to my email, any following correspondence from Quella was going to a misspelt email, not sure whose mistake but all sorted now.
Bike arriving in next couple of weeks as the frame was out of stock.
Theyve been really helpful since.
Looking forward to getting bike..

My bike was shipped to Cyprus and we had a lot of problems with DHL on both sides and Quella did there utmost to get things resolved. 5* so far. The bike is great and well worth the wait. My only tiny quibble is that one of their mechanics had connected to the hub for testing purposes and didn't remove the connection so I couldn't connect to the hub. It took a day so for Quella to resolve this. If I could give 4 1/2 star I would.

Genuine customer service, as it should be. Choosing a bicycle online isn't super straight forward. Each nook or angle change from a previous bike can be felt! Spencer was really helpful with me choosing the correct frame size. They're open to visits if you're close enough, which was appreciated. The product came very well packaged, and I am very happy with my purchase.

I bought a Quella bike a few years ago and have been really impressed by it and by the company. Now I’ve bought a helmet to match. Great. Fits well, light and comfortable and with a red light too. What more could you ask for?!

Ordered the Varsity Cambridge after some helpful advice from Spencer.
Unfortunately the bike arrived with some damage to the paintwork and a faulty seatpost.
Spencer again was very helpful, offering to replace the bike completely, or replace the seatpost and compensation for the damage.
Really happy with the look and quality of the bike and looking forward to many miles of low maintenance cycling!