Dear Evans, I've had an extremely poor experience with Evans recently, peaking with the delivery of my last order. I ordered the Elite Fly bottles from Evans rather than your competition (who would have delivered not for £5.99 but for free, and FAR faster than you) because, according to the photo descriptions on your site, you were offering the white bottles with black and silver details and black and silver lids. Those bottles match my bike. What you shipped to me was white bottles with silver and big, bright red details and white lids. Those bottles do not match my bike. See attached screenshot of your product page and photo of what you shipped to me. Making this worse is the fact that you have recently started charging £5.99 to collect Web orders from your stores. When ordering from your site I would usually collect from your Maidstone store for free, but as you're now charging the same price to collect as you are to ship, there's no advantage to me to click and collect. Note than none - none - of your competition charges this much, or takes a week to ship their products. They also tend to ship products that are accurate to their descriptions. Making it worse again is that I used a Gift Card, given to me for my birthday, to purchase these items. Not only did your website fail to accept my gift card for 2 weeks because you were updating your system (you've already got the £50, so wheres the hurry in allowing me to redeem the products, eh?), but out of the £50 gifted to me I must subtract £5.99 for the shipping. You also charged £5.99 to ship the gift card to the person who gifted it to me. Thats £11.98 you have taken for "shipping" this order, and that is quite frankly disgusting. And 3 of the 5 items I ordered are not as described! I honestly feel as if Evans have made changes recently in order to distance themselves from their competition (Wiggle etc.), but you've gone in the wrong direction - making yourselves more expensive and making the customer experience worse. There is now absolutely no advantage to me, or anyone else with the internet or a copy of the Yellow Pages, to use Evans over anyone else, and I fail to see how the decision makers at Evans could justify making these changes unless their goal is drive the company into the ground and bury it under a mound of horrendous reviews. Further to that, your prices aren't remotely competitive before you pile on the bad customer experience and exorbitant shipping. And now you've taken away your Price Match service, ensuring that if someone is buying from you they will be paying more than they need to! I assume you're hoping to prey on newcomers to cycling who don't know any better than to go to the website of their local bike shop without shopping around, or ignorant family members of established cyclists who might want to purchase their loved one a gift card. You surely can't be hoping to attract to your website customers who've been cycling for more than 3 months as they have no reason to shop with you over anyone else. As to the bottles, I would return them but as they're £5.99 each it would cost me more money, time, and effort than it would be worth, even if you were to refund the cost of postage both ways. I will simply have to accept this as a mistake on your part and a lesson on mine. I have spent a significant amount of money with Evans over the past few years on a bike, clothing, accessories, backpacks, bottles, tools, workshop consumables, and spart parts - I won't be spending any more without some serious changes being made to your pricing, services, and a general respect for the fact that your customers have a choice as to where they shop (unless of course they're in possession of an Evans gift card - in that case they're well and truly stuck with you). Regards, An ex-Evans Cycles Customer