Evans Cycles Reviews - www.evanscycles.com

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“Poor Customer Service”

Written on: 18/01/2015 by PaulaBlake (1 review written)

Placed an order for an item showing in stock. Didn't arrive after a week so I sent an email to find out if it had been despatched. Received a reply 24 hours later stating that the item was not in stock and would not be for another 6 weeks. Very poor customer services, I will not use them again… Read Full Review

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“Awful After-Sales Service”

Written on: 01/01/2015 by NeilChurchill (1 review written)

I have found Evans to be terrible to deal with. I bought an indoor cycle which didn't work initially and then took several weeks to fix. After 18 months it has failed completely. They asked me to send it back in a box via the post (!!!), then arranged a courier, then cancelled a courier. In the end I had to go to the manufacturer to resolve the problem. In my opinion these guys are just riding the UK cycle wave and don't care about customers. Think twice about using them… Read Full Review

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“Downhill”

Written on: 16/12/2014 by Wyatthf102 (1 review written)

I bought my bicycle at Evans Cycle 8 years ago. I tend to shop online for components, mainly Wiggle. Sometimes I shop at the Cycle surgery, which disappoint me slightly (always pushing the customer to buy more). However the staff of Evans cycle is really poor. First they did not listen to me and talked, talked. I managed to order two wheels and asked them to fix the cassette. I come back three days later, giving them some extra time. Nothing was done, they tried to force sell a "gold… Read Full Review

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“Product Review Rejected Because Showed Them Up”

Written on: 04/12/2014 by rupert.thebear.773 (1 review written)

I researched a mudguard for a bicycle I recently purchased. I used their on line help and they recommended a wholly in appropriate front mudguard. Fortunately I found a forum with alike bike owners who advised me on the correct set to buy. So I went back to Evans to make the purchase and this time asked about fitting oneof the mudguards. On this occasion they gave me completely wrong fitting advice which would have taken me hours to sort out. After ten minutes I had both mudguards fitted and… Read Full Review

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Shootyermouthoff's Response to rupert.thebear.773's Review

Written on: 31/12/2014

It has to be said that your review does reach the shop or customer service centre and becomes part of what is known as an NPS score.

However, from experience, "detractors" i.e. people with negative comments, scoring 7 or less are, effectively, dismissed by management.
This highly destructive attitude means that this really important part of the business i.e. its most vulnerable and weakest points that require improvement are utterly ignored meaning the company will continue to be stuck with its outmoded attitude towards its business..
.

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“bike did not arrive on pre-arranged date”

Written on: 24/11/2014 by 41Roy (1 review written)

bought the bike i wanted,arranged a delivery date to suit both sides,guess what it did not arrie,when i called the person i spoke to did not know what was happening.VERY POOR.CANCELLED ORDER… Read Full Review

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“Buying a bike ”

Written on: 09/10/2014 by TiaraHale345 (1 review written)

Trying to buy a bike for a birthday told it would be ready and it wasn't not even in stock but no one told us this so had to change 2 days before birthday then told it was ready got there it was 10 mins from being ready an hour went bye not even a sorry what a joke I thought halfords was bad I've re-considered now com on halfords… Read Full Review

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Shootyermouthoff's Comment

Written on: 31/12/2014

The EPOS system the shop uses is incredibly, and overly complex, and there is no proper till training by Evans Cycles - you are expected to learn the till system on the job - the worst possible way to learn such a complex system, particularly as mentoring within the company is patchy to say the least.

In future I would suggest that you go to the website and if you see an item you want, check it's in store first so that you're not disappointed by some poor sap that has not been properly trained and a system that is not as fit for purpose as it could be.

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“No customer service and unreliable”

Written on: 04/09/2014

I booked my bike for a next day silver service 2 weeks in advance as I wanted to make sure that I would be able to have somebody to pick up my child from nursery on the day I needed to pick up the bike. On the Monday when I went to drop of my bike (8.15am) I was initially told that no booking had been made and made to go through the same long process to re-book after 15 minutes my booking was finally found. No apologies for their mess up. In the evening I get a call from the workshop to tell me… Read Full Review

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Shootyermouthoff's Comment

Written on: 31/12/2014

I would suggest you comment on the store and score the service that you have had similarly i.e. 1 .
This affects, what is known as the NPS for the store - the quality of customer service given.
If you go to the website you will see a tag that comes up on the right hand side saying feedback - click on it and fill it out.

Sadly, it's likely to be ignored or explained away, this tends to be a management thing. But there are many Evans Cycles employees that despite being poor treated really do want to give good service and will read your review and endeavour to improve the service they try and give.



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“Profit before service”

Written on: 09/08/2014 by moore72 (2 reviews written)

I only write a bad review if I have been well & truly messed around & in this case I have... I spotted a Norco sight carbon at a sale price & took the plunge & placed the order, 10 days later the bike arrived, as I started to put the bike together I noticed a scratch on the top tube & also marks on the frame near to the seat post, also the tyres were dirty & there was evidence of pedals being screwed in, I'm pretty sure I had been sent a ex demo bike, I wouldn't say it had been used on the… Read Full Review

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Shootyermouthoff's Response to moore72's Review

Written on: 31/12/2014

There's no guarantee that sale bikes are new and could well have been sent back from a shop to HQ then shipped out again.

It is up to the shop to advise of damage but it's dependent on the shop.
Also, in an ideal world, it should have been checked before shipping, and if there was damage you should have been advised of it and whether you wished to continue with the purchase. It's not beyond the realms of possibility that you could've haggled a bit more off the bike so had a bike, with some imperfections, but a nice bike for a great price

However, this type of thinking just doesn't happen as standard and this comes down to poor training again.
You can't run a business on pot luck customer service although Evans Cycles is trying to..

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“Awful customer service”

Written on: 04/08/2014 by Savion204 (1 review written)

In the space of a month they have let me down big time. First of all a brand new £600 bike was missing a dust cap and the fool on the end of the phone told me that it was supposed to be like that. Today I have been let down as I was quoted 1-2 days for a click and collect service. Have now been told that the items won't be in until Wednesday meaning they won't be with me for a long training ride I had planned this week. Absolutely awful. Won't be using them again even for a brake cable… Read Full Review

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Shootyermouthoff's Comment

Written on: 31/12/2014

Anybody with similar problems - no guarantees this will work as the communication between HQ and stores is awful but try...

Take the name of the person that you have spoken to in the contact centre, the time and date, then ring your local store and see whether they can swap in a part.
Take your receipt and bike, if you can - you might like to ask for the manager...
Some stores will swap in off another bike and then re-order the bit for the bike they have taken the bit off.

Click and collect is dependent on either a lorry delivery - most stores, outside London, only have one a week and couriers.
If you're in a hurry use it only if it's available in store there and then. You can check store stock on the website.
Otherwise order it online as anything over £20, except really big stuff, is free delivery so you're affected by nearly the same vagaries of postage as Evans Cycles is.

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“Awful customer service”

Written on: 19/07/2014 by Colten281 (1 review written)

Went in to the Crouch End Store on Sunday 13th to buy a new bike. I'd been invited on a cycling holiday the following weekend and wanted to get one on the day so I could have a week of riding it before going away. They didn't have the size I wanted in stock and was informed it would have to be ordered from the warehouse, but they had lots in stock. I said I'd go and buy it from a different shop, but was told it would definitely be in on Tuesday so I decided to pay the deposit and wait for… Read Full Review

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Shootyermouthoff's Comment

Written on: 31/12/2014

Oh dear.

For reference only..

If you need it in a hurry go to a store that has one in stock in your estimated size. You can find this out on their website. If you're hoping to buy that day you could get it put aside i.e. store stocked for you. You may have to pay a refundable deposit but, at least you'll have the bike. Take some photo ID and the card you paid the deposit with, as well as something to ride in so you can test the bike and get measured for it.

Yes you do have to book slots and the person who called you to say that your bike was in store should have mentioned that to you.
However, I am surprised that your bike was not built as a priority as you have been messed about so much.

All down to virtually non-existent training again. Evans Cycles will never learn ..

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“No Customer Service”

Written on: 18/06/2014 by Hillwalker7 (1 review written)

I ordered a product from the Gateshead Metro Centre store yesterday with a guarantee from the staff that quote, "the warehouse had over 100 in stock and there was no issue with getting a delivery to the store". I was promised a telephone call today when the goods arrived in store but after waiting all day I rang myself only to be told my product had not been delivered. The store were aware of the importance of my purchase given that I fly to the Isle of Man tomorrow to compete in a major event… Read Full Review

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Shootyermouthoff's Response to Hillwalker7's Review

Written on: 31/12/2014

Unfortunately, it's the same old advice, check on Evans Cycles website and if it's showing more than one in store click and collect it as it will be there for you to collect, usually the same day.

Otherwise same as every other place don't trust delivery times, it's unlikely to be next day..

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“Profit before service”

Written on: 10/06/2014 by britishconsumer (10 reviews written)

I have a Volt Metro electric bicycle with a back wheel puncture. As a few other stores are reluctant to repair an electric bicycle, I specifically mentioned it was an electric bicycle and the make and model when I rang this store up. I was told there is no problem except they might not be able to repair it the same day. We agreed that I will bring it in later today. As the store is right smack in the middle of Brighton city centre, I had to drive in order to take the bicycle in for the… Read Full Review

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“Appalling Customer Service”

Written on: 09/06/2014

I bought a £1000 Norco Valance bike at the beginning of May from the Cheltenham store. After less than 200 miles and only 4 weeks later, I was out riding a medium hill on a normal road, when I changed gear and the derailleur ended up embedded in the spokes of the rear wheel. When I returned home I phoned the workshop at Cheltenham and requested a repair slot as this must have been due to a faulty set-up when I picked the bike up. The very helpful workshop manager agreed with me and I took the… Read Full Review

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Shootyermouthoff's Comment

Written on: 31/12/2014

I agree. A really shocking decision and it's indicative of the poor quality of management that runs right through Evans Cycles - haven't worked in a company with such poor management in years.

For reference
Complain as the bike is not fit for the purpose that you bought it for.
Alternatively go to Evans Cycles website and hit the feedback tab on the right of the page and give them a score the same as you have here, copying it as a complaint.
This affects the store's NPS score and will bring it to the attention of HQ.

Even as a gesture of goodwill they should replace the damage.

If you still don't get any joy then you may want to get it repaired elsewhere then sue the company for the repair in the small claims court.

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“Contacting trading standards! ”

Written on: 06/06/2014 by Robbiedivent (1 review written)

Worst commerce experience of my life. Ordered a norco sight mtb bike but then cancelled the order to uograde to a more expensive lapierre zesty at £2k. Was promised the bike would be in store 2 weeks ago, however Evans then insisted I paid the full deposit for the new bike before I could view it in store. I explained that they hadn't refunded my deposit from the first bike and that's where the ordeal started. I have been on the phone every single day to these guys, being passed from pillar to… Read Full Review

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“Shocked at total lack of service”

Written on: 05/06/2014 by Rogersyi110 (1 review written)

Bike was in for a service - I had highlighted a couple of problems and asked for them to be resolved. When I called to collect the bike a young man went to get it for me and disappeared. Fifteen minutes later I asked someone else to go and see what had happened. He also disappeared. After half an hour I finally found someone who would actually speak to me and go and see what was going on. He reappeared rapidly with the bike. However, one problem I had requested to be sorted had not been… Read Full Review

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“Non existent customer service”

Written on: 26/05/2014 by Aydanh253 (1 review written)

I ordered a carbon bike on the 27th of April, was told it would take approx 10 days for the bike to arrive and be built by the mechanics, two weeks later I got a call telling me the bike had been boil but the rear wheel was badly damaged and appeared as though the box had been dropped, as a result of this they would have to order up a whole new bike, I'm quite sure a new wheel would have sufficed! After another extended wait I got a call telling me the bike was in and ready for collection, I… Read Full Review

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“Pathetic customer service ”

Written on: 24/05/2014 by EJ.dry.smith (1 review written)

What a shambles - went to the store to buy an item . Didn't have item in stock so opted for delivery . Received text next day to say item in store. Most disinterested man I've ever met in retail just shrugged and put item in bag when I asked why it was at the store rather than delivered to address He couldn't have cared less… Read Full Review

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“Worst customer relations department I've ever dealt with.”

Written on: 24/05/2014 by j.fx (1 review written)

My six month old Tern bike purchased from Evans snapped in half whilst I was cycling home one evening. I had the frame examined by an independent authority before taking it back to Evans whose opinion was that the welding where the frame snapped was of substandard quality. The customer relations team would in no way accept the possibility of a manufacturing fault and said I had failed to maintain the bike properly. When pressed for evidence they could / would not provide any and even said they… Read Full Review

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“Dangerous design and build”

Written on: 19/05/2014 by kevsolly (1 review written)

Warning be aware THESE and other PINNACLE FULL SUSPENSION FRAMES ARE SERIOUSLY DANGEROUS AND EVANS WONT REPLACE THEM!!! My full sus 2team 008 frame was bought in August 2008 for £500 (half price as they were £1000) new from Evans in Spitalfields and it snapped on April 2014 nearby the chainrings section on the rear chainstay section. There are joints welded here and mine snapped whilst cycling home from work. This frame snapped on a welded joint due to a design or manufacturer error, PERIOD… Read Full Review

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“Appalling customer service. ”

Written on: 19/05/2014 by puMurray391 (1 review written)

I ordered a bike from Evans Cycles with a 3-5 day lead time. The delivery date came and went and as I'd taken the day off phoned Evans Cycles to find out what was going on, they person I spoke to gave me another delivery date which I took another day off work for but the bike never arrived. I phoned again and was given yet another delivery date, so I took yet another day off work any yes, you guessed it, no bike! I phoned Evans Cycles again, spoke to a person who said they'd find out what was… Read Full Review

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