Deaf customer service

I don't like to write negative reviews but please be aware that if you have a problem with your purchase, customer services may not be listening, and I mean REALLY not listening.

I bought a £1300 bike a few weeks ago. I researched it in depth, knowing exactly what I was looking for, it came down to a choice of three from three different suppliers. I chose the Evans bike because it was stated as being about a kilo lighter than the others. Although the weight was not stated on the website advert main description, in the Q&A section for that bike someone had asked the weight and an Evans staff member had clearly stated the weight (to the nearest 10grams!) in reply.

On receipt of the bike it felt heavy, I weighed it, it was well over 1,5kg heavier than the staff member had stated, I double-checked with two more digital balances and furthermore calibrated one using 10 litres of water. 1,5kg heavier.

I complained to the store, they advised I contact customer services. I emailed customer services who initially stated:

" It could be you were given a weight for a different size and that is where the confusion is." " ... we would be happy to exchange the bike for you."

(This is a medium frame size but 1.5kg more than ... what?)

I replied stating they do not have another bike which fits my requirements and reiterating the fact that the weight was clearly stated and posted on their website by one of their representatives. The reply came back:

"A lot of manufacturers chose not to confirm the weight of a bike as it varies between frame sizes and is always an approximate weight.

Based on your requirements, I would recommend visiting your local Evans Cycles store with the bike and discuss your requirements with the staff member in store. They will be able to confirm whether there are any other alternative models that would be suitable for your requirements. The reason I recommend visiting a store is because the staff physically deal with the bikes, whereas here we can only go by the information provided by the manufacturer on the website."

So in a nut-shell that answer refuses to acknowledge the error on their website, it refuses to acknowledge they do not have a suitable alternative bike, it also states that Evans customer services is staffed by people who know very little about their bikes and anyway couldn't be bothered to address a customer complaint!

I gave up with them but was then sent a spam email from them inviting me to rate my experience (Trustpilot, similar site to this). I left a poor review and within a day or two Evans posted a reply to my review stating, sorry to hear this, etc, etc, please get in touch and we'll sort it out.

So, I got in touch again via the link they sent. Guess what, a week later NO reply. BUT what I DID get was another spam email from them thanking me for my positive review of my recent purchase and would I like to review Evans Cycles on this website!!!

So, in summary, buyer beware. I'd advise AVOID Evans Cycles.