Written on: 24/06/2013
I recently purchased a bike and accessories from Evans Cycles and was excited about the idea and could not wait to get it. My wife had purchased a bike the week before from another cycle shop. She wanted me to get my bike from the same shop but I refused as I considered Evans Cycles to be more professional and considered there after sales service to be better. HOW WRONG WAS I!!
The bike I purchased was great but the service I received was much to be desired. I bought some accessories and shoes. The store in Woking didn't have my size so I placed an order for them. I received the wrong size and when I contacted the store to let them know they assured me I would receive the correct size by the Wednesday and a phone call to let me know. Three days later I still had not received the shoes nor a phone call.
The pedals that were removed from the bike for the new ones were not given to me and when I received the pedals back from the store they were the wrong ones.
I tried phoning the store on numerous occasions and there was no answer. It just rang and rang and rang and eventually it must have been removed from the receiver. The day we were in the store we experienced the same thing as all we heard was the phone ringing and ringing and when I questioned it with a staff member I was told they were short staffed. So a week later and obviously the same problem of no staff bothering to answer the phones.
I phoned head office and they could not get through either while I was on the line to them so they said they would email the manager asking them to call me by end of days trading. Guess what? NO STAFF BOTHERED TO CALL ME.
How sorry I am not to have purchase my bike from the other bike shop. There customer care might have been much better!
EVANS CYCLES you need to send all of your staff on a Customer Care Course.
It's a pity I cannot give nil stars for customer service!!! So you get one.