Evans Cycles www.evanscycles.com

I’ve been waiting on a refund of over 170 since the 21st of November, I’ve been chasing them and at the moment haven’t received a response in one week. Avoid at all costs

Never ever purchase anything from Evans Cycles. The incompetence of their customer service will leave you astounded at their level of professionalism. You are repeatedly promised that you will receive an update within 48 hours which you never do, and then if all end fails, they say that as a consumer you can ask for a refund after 30 days. Worst customer service I have ever had. This is from Wikipedia

"In 2019, despite many store closures following the insolvency, the company opened its 4th Glasgow store and an additional branch in Shirebrook, both within flagship TRI UK stores.[12]

After the takeover by Sports Direct there were complaints about poor customer service, which formerly had been very good, according to those customers"

Well, MORE terrible service from Evans Cycles in Sheffield...

I wrote a review on Trust Pilot on 12 September 2023 because my front brake pads had worn out in two months and the shop refused to replace them free of charge even though there was clearly a fault.

NOW, yesterday (06/11/2023) I noticed that the rear brake disk was only held on by two bolts, both of which were very loose (there should be six). As a result the disk had cracked. Had the disk jammed in the caliper or wheel because of this I could have been badly hurt. I don't know if the other four bolts fell off or just weren't there to start with. It didn't occur to me to check if a brand new nearly £400 bike had crucial bolts missing.

The guy in the shop said he would replace the bolts and order a replacement disk. He took the wheel off my bike and then spent ten minutes helping another customer who had arrived after me which was pretty rude. When I eventually got the bike back he had replaced the disk with a used one (without asking me if this was okay). When I left the shop I found that my rear brake no longer worked. I went back. The guy said that "I might have got some grease on the disk, it will wear off", as if that somehow made it okay for me to only have one working brake. The staff in this store don't seem to be fit for the job. Grease on the disk? Don't worry, it will wear off? That's really bad. I will be taking it back again very soon if my rear brake continues to not work.

Please be aware that Evans is not the shop that it used to be as it has been taken over by Sports Direct. This may explain the very poor and uncaring service. Buy your bike somewhere else and save yourself a lot of hassle.

Do not order online! The worst online shopping experience I have ever had. Online bike size guidance is completely inaccurate and very misleading. Returns information does not mention that the bikes arrive in boxes the size of a wardrobe. Quotes for return were over a £100. Feel totally ripped off by Evans. Have spent a fortune to return the bike that was completely the wrong size due to ridiculously inaccurate information on the website. Customer service is appalling. Three days on the phone to even get anyone to pick up. Do not order online!

My partner ordered his bike online, it arrived in a shocking condition, with a broken grip, no pedals and no charger!

He contacted the company straightaway who provided an email address to send photos to - which he did straightaway on Wednesday - and he's yet to have a response!

For a company selling high ticket items, you'd hope they'd use a reputable courier service, unfortunately this isn't the case

DONT USE EVANS CYCLES EVER

Bought a bike in a hurry because mine broke and had a weekend away cycling planned. Used Evans Cycles online as thought big established company would be easy. Bike delivered. On my first ride the chain fell off a couple of times. Continued to ride to work (2 miles on tarmac) for 2 days before taking it to my local store at the weekend. Explained to the guys in the shop (Sutton branch) it was delivered that week and the chain keeps falling off. From the beginning to the end of my time in the shop the assistants pretty much accused me (without saying it directly) of breaking the bike but one said he would bend something back and remove a link from the chain to make it fit again. £750 it cost. It felt they were implying I should be grateful for whatever help they offered. I got comments like, I've not asked you for a receipt, I can see its been used and the online store would need to authorize any work etc. Although the assistant seemed competent enough, he defiantly had that "I am doing you a fav our" attitude. I am a customer!

Just to be clear, I had hardly used the bike and certainly hadn't damaged it. It was stored in my garage on a holder and ridden only on the road for 8 miles for 2 days before I took it to the shop. Nothing or nobody had gone near the bike.

I then explained I want a bike that is perfect for my £750 not one that has been bent back into shape.

After the cycling weekend, where the chain continued to fall off, the gears jump and brakes judder and scrape, I contacted their customer support to try and get this resolved. This is where it got worse! Its by email only apparently. I sent the initial email explaining my issues. Some days later I then got a reply asking for a photo. I then explained the chain falling off is hard to photo. Anyhow, the email chain got longer and longer. It seemed like I was dealing with a team who all accessed the same calls but would all occasionally update the ticket with their comment. really disjointed awkward frustrating email conversation. It finally ended with me just asking if I could talk to them as I don't think the email conversation is working. They said no. I asked for a contact of someone senior in the company they said no because of GDPR. I said please can you call me then and gave them my number, they didn't. I'm not sure where to go with this now, if it gets even worse I plan to email a few media organizations to see if its worthy of a story. But am planning to try and inform people not to use Evans Cycles and spare themselves the agony.

Its so bad its laughable. I think they are a company in financial trouble. I really can see why!!

AVOID AVOID AVOID.

Worst retailer ever used in 30+ years.

Do not touch them.

Shocking Service!! I planned to order a new road bike online two weeks ago, but after contacting the Assistant Manager at Chester store for some help, he advised that I came in to double check the measure and that my order would be processed much more quickly through the store than on line. Chester is my closest store but still nearly 15 miles away. I have been chasing this delivery ever since and despite repeated calls to the Assistant Mgr and the Store Manager who both assured me that my bike would be delivered to the store imminently, I am still without a bike. In desperation I managed to get in touch with head office so called Customer Service, who after checking with the store tell me that my bike is out of stock and may never be back in stock again. He also suggested that I drive all the way back to the store to get a refund as this cannot be processed in any other way. He stated that there was nothing more he could do and would not give me the names of any of the senior management team to speak to as that was personal information. I cannot understand how Evans Cycles can call this customer service of any sort. It is shocking that large companies like this treat customer's with such contempt with no come backs. I have wasted my time travelling to the store, not to mention the costs of fuel both ways and furthermore I had bought new pedals for the bike from another retailer which will now cost me money to return. This was my first and now last time I will ever use Evans for any cycling needs. A terrible experience and all should avoid this company with standards like this.