I bought a MuddyFox synergy bike from the Evans Cycle website, with click and collect to your Stockport store. When I received the email saying the bike had arrived in store it states:- YOUR ORDER IS READY FOR YOU IN 48HRS Your order is nearly ready to collect. Please allow 48 hours for your bike to be built and then collect it from your chosen store. Please bring proof of ID and this confirmation message to collect your parcel. If you nominate someone else to pick up the order, they must bring your ID and the Pick-up code as well as their own ID. Please note that we can only keep your order in the store for up to four weeks before it gets returned to the warehouse. The key line from the confirmation is this:- Please allow 48 hours for your bike to be built and then collect it from your chosen store. I went to the store 48 hours later to be told there is a £25 charge to build and it is stated on the website. The Website states the following Please note: All Muddyfox bikes are sold in boxes and are only part constructed. Please be aware that you will be required to fit certain parts and make setup adjustments to components such as the gears and brakes prior to use and also on an ongoing basis for maintenance purposes. We charge a £25 build fee for in-store orders of Muddyfox bikes The key information We charge a £25 build fee for in-store orders of Muddyfox bikes. It state IN STORE The website on the same page states under easy assembly Your bike will arrive carefully packed from one of our trained experts. To ensure safe shipping, and avoid damage to the bike whilst in transit, some basic assembly is required when it arrives with you. The process is simple and the box includes all the tools and instructions you need to get your bike ride-ready in no time. You can also select click and collect or take the bike to your local Evans Cycles store who can complete the build and carry out a full safety check (£25 fee applies). Which is different information again. This contradicts the email Please allow 48 hours for your bike to be built and then collect it from your chosen store. Under your terms conditions (dated 19th August 2020) there is no mention of build costs or any charges for specific items, there are protections that you have the right to cancel an order if there is an incorrect price. Under store information it states CAN I HAVE MY ORDER DELIVERED TO MY LOCAL STORE? Yes. You can select Click & Collect when placing your order via our website. The store will inform you once the order has arrived and is ready for collection. If your order contains a bike, the store will ensure the bike is built up and ready to ride from the store. This correlates to the emails sent out. When talking to the customer services team they advised it is store decision, the store says no it is online team. Both blame each other. I was told emails are generic and nothing they can do about it. If the emails are so generic then the template is incorrect and misleading by stating the bike will be built. The website has contradictory information which is leading to Evans cycles having misinformation which is not correct to the consumer, this protection for the consumer is covered 2008 As the store and Customer services team were blaming each other and then said oh its company policy it has left me no choice but to take the bike home and build it myself when it would have been good if it could have been built in store. I was hopeful that Immogen on the customer services team would have been able to have wiaved the £25 build charge due to the misinformation but she put the blame on the shop. She also advised that she would raise the issue with the email to IT. As a global company Frasers group I would have hoped would have been looking over issues like this on the website to make sure there is nothing contradictory with Terms and Conditions and the data you are providing to the customers. I also wanted to point out your site offered in store gift voucher for purchasing on line with C&C and this was not offered or even discussed by the store. Unfortunately this experience has left me concerned about using Fraser group online and using your click and collect service as I am not sure I can trust the information displayed.