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Evans Cycles

21% Would buy here again

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Spotlight: What are our customers saying?

N
Nandini Kyles
i like cycling but after moving to USA from India, i had to give my cycle to my sister. So yeah, i didn't get chance to buyu another one. So whatever i want to use it , i hire it from Evans cycles...Read on
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Gareth Darby
DONT USE EVANS CYCLES EVER Bought a bike in a hurry because mine broke and had a weekend away cycling planned. Used Evans Cycles online as thought big established company would be easy. Bike deliv...Read on
J
Joseph
I bought a helmet online, as they hadn't have it in the shop. When it arrived, a member of the staff offered to keep the cardboard box it arrrived in (without warning me that it could infringe my r...Read on
P
Pedro
I ordered a bike and after the delivery window was over, I contacted since I hadn't received the item. Told me it was a warehouse problem and they would resolve it asap. No ETA. Called two days la...Read on
S
Stephen
Bought a new bike for over £3000, It arrived weeks late and the setup was done incorrectly. Crank has come loose twice, chain guard loose, all spokes lost tension within 100 miles. the integrated l...Read on

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    Beautiful and cool bicycles

    i like cycling but after moving to USA from India, i had to give my cycle to my sister. So yeah, i didn't get chance to buyu another one. So whatever i want to use it , i hire it from Evans cycles and its really good.


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    Specialized

    DONT USE EVANS CYCLES EVER
    Bought a bike in a hurry because mine broke and had a weekend away cycling planned. Used Evans Cycles online as thought big established company would be easy. Bike delivered. On my first ride the chain fell off a couple of times. Continued to ride to work (2 miles on tarmac) for 2 days before taking it to my local store at the weekend. Explained to the guys in the shop (Sutton branch) it was delivered that week and the chain keeps falling off. From the beginning to the end of my time in the shop the assistants pretty much accused me (without saying it directly) of breaking the bike but one said he would bend something back and remove a link from the chain to make it fit again. £750 it cost. It felt they were implying I should be grateful for whatever help they offered. I got comments like, I've not asked you for a receipt, I can see its been used and the online store would need to authorize any work etc. Although the assistant seemed competent enough, he defiantly had that "I am doing you a favour" attitude. I am a customer!

    Just to be clear, I had hardly used the bike and certainly hadn't damaged it. It was stored in my garage on a holder and ridden only on the road for max 8 miles for 2 days before I took it to the shop. Nothing or nobody had gone near the bike.

    I then explained I want a bike that is perfect for my £750 not one that has been bent back into shape.

    After the cycling weekend, where the chain continued to fall off, the gears jump and brakes judder and scrape, I contacted their customer support to try and get this resolved. This is where it got worse! Its by email only apparently. I sent the initial email explaining my issues. Some days later I then got a reply asking for a photo. I then explained the chain falling off is hard to photo. Anyhow, the email chain got longer and longer. It seemed like I was dealing with a team who all accessed the same calls but would all occasionally update the ticket with their comment. really disjointed awkward frustrating email conversation. It finally ended with me just asking if I could talk to them as I don't think the email conversation is working. They said no. I asked for a contact of someone senior in the company they said no because of GDPR. I said please can you call me then and gave them my number, they didn't. I'm not sure where to go with this now, if it gets even worse I plan to email a few media organizations to see if its worthy of a story. But am planning to try and inform people not to use Evans Cycles and spare themselves the agony.

    Its so bad its laughable. I think they are a company in financial trouble. I really can see why!

    AVOID AVOID AVOID.


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    Mountain bike helmet

    I bought a helmet online, as they hadn't have it in the shop. When it arrived, a member of the staff offered to keep the cardboard box it arrrived in (without warning me that it could infringe my right to return it), so I could fit it in my backpack as I didn't want to use it at that time. It wouldn't fit so I returned it before the 28-days period, inside its original plastic wrap and with all the tabs and user manual included. They rejected the return and sent it back without any notice, because it had to be returned "in its original packaging", something that according to Citizens Advice consumer services is an "unfair contact term". No company that I know of or have returned products to have they ever rejected a return just because it wasn't in the original cardboard box. When I tried to contact the costumer support team, they had no intention to discuss it and they rudely told me to do whatever I want legally amd they hang up. Their friendly and helpful staff is nothing compared to their unacceptable and awful online buying services and costumer support. Shame...


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    Muddyfox Recoil 20 Inch Girls Mountain Bike

    I ordered a bike and after the delivery window was over, I contacted since I hadn't received the item. Told me it was a warehouse problem and they would resolve it asap. No ETA.
    Called two days later and same thing, warehouse issue, no ETA, we'll resolve asap.
    On day 11 contacted them again and was told now it was IT's fault and they have to fix it, nothing I can do, no ETA. Unless I wanted to cancel the order and order again. To this I responded, but what if the same happens again?
    Then you will have to wait for IT to resolve it, wouldn't you?
    TERRIBLE. USELESS Customer Service.
    They wouldn't even raise the order manually to bypass the IT issue.
    NEVER AGAIN EVANS. Got the same bike from Sports Direct.


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    Raleigh stride 2

    Bought a new bike for over £3000, It arrived weeks late and the setup was done incorrectly. Crank has come loose twice, chain guard loose, all spokes lost tension within 100 miles. the integrated light cable was routed incorrectly and broke. Both brakes have been set up incorrectly. All of this is still true after taking the bike back twice. (except the integrated light which if fixed with electrical tape). i have spoken to customer services and they have given me no information i could use to rectify it myself and have made no effort to sort the problem out.

    Some of these problems could have been from the manufacturer but without more information i can't tell who is to blame


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    Road Bike

    Shocking Service! I planned to order a new road bike online two weeks ago, but after contacting the Assistant Manager at Chester store for some help, he advised that I came in to double check the measure and that my order would be processed much more quickly through the store than on line. Chester is my closest store but still nearly 15 miles away. I have been chasing this delivery ever since and despite repeated calls to the Assistant Mgr and the Store Manager who both assured me that my bike would be delivered to the store imminently, I am still without a bike. In desperation I managed to get in touch with head office so called Customer Service, who after checking with the store tell me that my bike is out of stock and may never be back in stock again. He also suggested that I drive all the way back to the store to get a refund as this cannot be processed in any other way. He stated that there was nothing more he could do and would not give me the names of any of the senior management team to speak to as that was personal information. I cannot understand how Evans Cycles can call this customer service of any sort. It is shocking that large companies like this treat customer's with such contempt with no come backs. I have wasted my time travelling to the store, not to mention the costs of fuel both ways and furthermore I had bought new pedals for the bike from another retailer which will now cost me money to return. This was my first and now last time I will ever use Evans for any cycling needs. A terrible experience and all should avoid this company with standards like this.


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    Gravel Bike

    Ordered an £800 gravel bike in November 2022, it was never delivered. Customer Services described it as "lost", cancelled the order and said we would get a refund within 3-5 working days. Nothing happened. After months of emailing, phone calls, visits to the shop we still have no refund. The latest promise from Customer Services on March 13th 2023 was it would be paid by BACS within 7 days. 18 days on from this, still no refund.


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    Repair

    What used to be a friendly, knowledgeable store has gone completely to the dogs. I booked my bike in for a straightforward repair. They failed to complete (or even start) the job on the day I had booked. A week later, I chased up to fund out what was happening and they told me it was ready to collect. The first time I rode the bike after collecting, it became clear they hadn't actually carried out the repair at all. I complained to both Evans and Sports Direct (who now own Evans, which explains a lot) and both refused to refund. I only got a refund in the end by issuing a chargeback thorough my bank. Avoid Evans at all costs is my very strong advice !


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    New bike is not new

    I ordered a small folding bike online. It was delivered in a ridiculously large and tatty box, not the original packaging. The manufacturer's documentation was missing. I soon found evidence that the bike had previously been repaired. Customer service reply to my emails with evasion. I wish I'd chosen a more honest and decent supplier. I won't be buying from Evans again.


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    Cannondale Topstone

    Avoid Evans Cycles at all costs
    Purchased a Cannondale Topstone from Evans Cycles. The initial delivery was perfect, I have no complaints on that front.

    Within three months, the spokes in my rear wheel started to unlace themselves (While I was riding at full speed) and the integrity of my rear wheel was compromised.

    I took the bicycle to two local bike shops. Both shops decided to forego seeking profit and told me directly that this was either a manufacture or a build problem and Evans should simply provide me with a new rear wheel without much fuss.

    Instead, I was repeatedly fobbed off, lied to, blamed for the damage myself and sent copy and pasted images of the warranty policy when I replied. This process continued with both the customer service AND the warranty teams for weeks.

    I was also told 1.) That Evans refuse to take responsibility for the bike even though it was still clearly under one year warranty - and that they would only replace my wheel if Cannondale accepted liability and sent them a new wheel, which is an absolutely disgraceful way to do business and places Evans firmly in the category of businesses that act in bad faith towards their consumers. I was told 2.) Lies/guesses by customer service agents on multiple occasions (A couple of which Senior Customer Service Agents had to get involved, apologise for and attempt to rectify)

    Eventually, at the store manager level (Clapham High Street), my email was seen and a solution produced. Once the store manager, Oskar (Who was a great guy, absolutely on the ball and a credit to Evans) had seen my emails, he was able to solve the problem in under 36 hours, replace the wheel and call me to collect it - Weeks after they had initially refused to accept any liability or responsibility, Oskar was able to solve the problem efficiently and with great customer service, on his own.

    Evans has also DISCONTINUED THEIR COMPLAINTS TELEPHONE LINE which, again, is an absolute disgrace. And is the reason why I am writing this complaint on a public forum rather than delivering it directly to Evans.

    Without a shadow of a doubt, I can say that this is the worst, most insulting and most negligent customer service team that I have ever dealt with and I will not be purchasing my next bike from Evans


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