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“Great prices but poor international Customer Service”

written by Darrenov on 15/11/2011

Evans Cycles has a wide range of products to choose from and at affordable prices. The process of buying is quite simple and the delivery service is reliable. However, in international orders, there's a huge gap that must be filled and it's Evans' 28 day easy returns statement.

I've never had problems of any kind with the service or the attention, yet in this particular order, for customs problems I decided to return the items to the store. I took several days for Evans' staff to actually understand that I wanted to return the products. Everytime I sent and email, a new person from the staff was in charge and this halted communication completely.
By the time, I managed to get the authorization to return the order from Evans' courier, the products were classified as 'abandoned'. I just couldn't understand why something as simple as this procedure turned into a unmanageable situation. What happened to the 'easy returns' statement?

I'm still waiting for a response left in uncertainty as I haven't got a word from Evans regarding this situation. No refund, no compensation, no garantee. This just makes one wonder if it's worth to keep buying or not, as you just hope you get your goods in pristine condition as the return option is not there as a relief in case something happens.

I'm sure everything would have been solved even solely by email, if they'd had actually one person dedicated to a customer's inquiries and not multiple people without the slightest idea of the situation. This must be improved as soon as possible because is the only obstacle Evans Cycles has to becoming a great website and store.