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Review about: Evans Cycles
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