Evans Cycles Reviews - www.evanscycles.com

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“Not a good selection”

Written on: 16/04/2016 by TaniyahMurray287 (1 review written)

Just Back from the shop in Cambridge where everyone cycle, that is Men and women. For every women's bike on display there was 4 Men's bikes. Not a good enough selection to look at. Going to spend my money somewhere else!… Read Full Review

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“Problem, No answer, No answer Again, strike 3 Yer otta...”

Written on: 13/01/2016

I had a problem, so I emailed them a polite question....NO ANSWER. Thought perhaps they could have lost it so I used the online contact form....STILL NO ANSWER. It has been 2 weeks. I doubt I will ever hear from them. Goodbye never again… Read Full Review

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“COMPLETE AMATEURS WITH POOR MECHANICAL KNOWLEDGE OR...”

Written on: 21/10/2015 by Spencerfw347 (1 review written)

bought a new bike. on collection brake callipers were leaning to one side. thought i'd check it all when i got home. the callipers were leaning because both wheels were 1cm closere to the chainstay tube than on the other side. also one brake shoe was touching the tyre - DANGEROUS and one brake shoe was only half touching the rim (uneven wear on brake shoe and rim) front wheel quick release was loose - touched it and it fell open. no bell fitted (a legal requirement) no manufactures manual… Read Full Review

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“Poorly organised and failed to deliver quality service”

Written on: 06/10/2015 by haydnw (1 review written)

Booked a Gold bike service online, for £110. Nearest store availability was broken online and, following a telephone conversation, did not ever ring back with possible dates so I booked at second-nearest store instead. I dropped the bike off when the store opened at 10:00 - staff could not have been less interested in acknowledging my existence or serving me promptly if they had tried. Only after leaving the store did I find the clause in the documentation which states there is a £30 storage… Read Full Review

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“No internal communication”

Written on: 06/10/2015 by Surreywelsh (1 review written)

Poor service, had to go back twice to collect bike which they hadn't looked at as we had discussed. When I returned they said it had been, but clearly hadn't again. Loads of staff busy wandering around and not really helping, all felt very chaotic with long waiting times for service. Generally I didn't feel confident that the service was run well or that my request was taken into account. Left me really frustrated… Read Full Review

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Cjl3471's Response to Surreywelsh's Review

Written on: 06/10/2015

Speculation, but I wonder whether as a customer that has noticed the good, perhaps even slightly excessive number of staff, was this incident a case of 'Too many cooks...'?????

I'm not suggesting that you have too many staff at the Gatwick (only shop that I use) store, but may be sometimes the communication between them could be improved?????

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Surreywelsh's reply to Cjl3471's Comment

Written on: 06/10/2015

This was Gatwick, people everywhere and nothing happening. Huge queues of people not quite knowing where to stand next. Communication (lack of) wasted 90 mins of journey time.

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“Incompetent, dangerous, poor customer service”

Written on: 25/08/2015 by Krystal1976 (1 review written)

If you value your life I would not trust Evans Cycles to work on or build your new bike. The mechanics I have encountered are totally incompetent. Their incompetents included unable to set up a new bike and causing my breaks to fail four times resulting in an accident, they are yet to apologies and their staff will say anything to cover their tracks. I can't believe I gave this company £2k of my hard earned cash, never again. … Read Full Review

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“Don't - just don't”

Written on: 30/07/2015 by Vann370 (1 review written)

Only shop there if you have more pounds than brain cells. Tried to buy a common basic bike part but was fobbed off by an arrogant and rude member of staff who couldn't be bothered to go get it. It's a part they will have loads of out back because they will use it on bike builds - I worked in the same industry for years - and I checked their stock before hand. He then tried to flog me an incorrect alternative that he found by the till… Read Full Review

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“Bike Damage”

Written on: 23/07/2015 by Emilie70 (1 review written)

After leaving my carbon bike for a service I got it back with extensive damage. I had several deep holes and scratches on my seat stay and heavy scratch mark on the rim. Went straight back to speak to the manager and he keep it there for investigation. After a week and several messages which I left with members of the shop team I finally got hold of the manager again. Off course it was not the shops fault. The frame is now for repair and I have to cover all cost. After purchasing 3x bikes and… Read Full Review

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“DON'T USE THEM”

Written on: 11/07/2015 by Schaeferfd1965 (1 review written)

I was on the phone for about 10 minutes waiting for them to answer. When they eventually answered they said the product was in, I then turned up there and it wasn't. This store is a shambles. 'Never again' I muttered leaving the door… Read Full Review

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“Would not buy”

Written on: 19/05/2015 by Howe30 (1 review written)

Just had my husbands bike delivered by this company. I was shocked at the condition it was in. The white saddle had black biro pen marks over it, peddles were missing, chip out of frame and brake cables not fitted correctly. When I contacted the feedback centre they asked if I could 'just rub the pen marks off'. I was then told they would offer me 40 pound refund. When you are paying nearly a thousand pound for an item you would expect a better product and customer service. Would never buy from… Read Full Review

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“Terrible service ”

Written on: 25/01/2015 by 467Penn (1 review written)

Service at newcastle shop is terrible no care for the customer only one thing on the mind is a sale, once bought and paid for they want nothing to do with it when problems come up. Attitude of some staff in store is shocking and a lack of knowledge in others. Higher up in the company dont care either after explaining whats happened no onterest in looking after you as a customer as they already have your money. Did find few people on customer service on phone helpful with trying to sort you out… Read Full Review

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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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