“I bought the Canyon Grail CF 7 because my previous MTB didn’t really fit the type of riding I do. The roads around here aren’t in the best condition, so a gravel bike was the perfect choice. I’ve had it for about a month now and I absolutely love it – it’s comfortable, fast, and handles rougher surfaces really well. The only thing that needed a quick adjustment was the brakes, but apart from that everything was great. I don’t regret a single cent I spent on it.”
“I rarely write public reviews, but my recent experience with Canyon Bicycles has been deeply disappointing and worth sharing, especially for those considering purchasing directly from them.
Timeline & Issue:
• I purchased a new Canyon Ultimate CF SLX 8 Force AXS road bike that arrived with a broken headset, rendering the bike un-rideable and unsafe out of the box.
• I immediately filed a warranty claim and coordinated with Velofix, Canyon’s Authorized Service Partner, who confirmed the issue.
My Attempt to Work with Canyon, I asked for a reasonable resolution, including:
o Reimbursement for the headset repair via Velofix,
o A partial refund for the inconvenience,
o Or alternatively, a discount off another Canyon bike (same price tier).
Unfortunately, Canyon was unwilling to honor any of these options, despite the bike being defective from the start.
Customer Service Breakdown:
• Communication delays were excessive, 48 to 72 hours between responses, which only improved after I began calling the service department directly.
• Rather than honoring the warranty with a proper fix or accommodation, I was told to simply return the bike, as if that erased the time and energy already spent.
• Their proposed alternative to my dissatisfaction of this offer was sending the bike back for 4–6 weeks for internal repairs - completely unreasonable for a brand-new purchase.
No Real Solution Offered:
• No replacement or rebuild of the same model (which is now out of stock),
• No coverage of local repair costs despite using their service partner,
• And no partial refund for the defective product.
Final Thoughts:
I wanted to give Canyon the benefit of the doubt and work toward a resolution that kept me a Canyon customer. Instead, I’m left frustrated, out of time, and without a rideable bike. Direct-to-consumer brands should take more responsibility, not less, when something goes wrong. Unfortunately, Canyon fell short and I will be going to a different bike brand for my road cycling.”
“Warning: Do Not Buy from Canyon Bikes
If your Canyon Bike package is lost in the mail, they will not refund your money. Here’s what happened to me:
I purchased bike parts from Canyon, which they sent to the wrong address. The postal service failed to deliver the package, and it was lost. This order was sent on July 12, 2024, and it’s now November 5, 2024. Canyon claims they still haven’t received it back—and refuses to issue a refund.
I am left with no way to resolve this issue. Canyon insists on holding onto my money until they get the package back, even though they’re the ones who made the shipping arrangements and I have no ability to track it. They pocketed my money without delivering my purchase. I now have to contact my credit card company to fight for a refund.
Think twice before clicking “purchase” on Canyon’s website. If your $10,000 bike is lost, Canyon may refuse to refund a single dollar.”
“I purchased a bicycle from Canyon on 31 August 2024, expecting a quality product and dependable support. Unfortunately, my experience has been the opposite, starting with a faulty motor discovered on my very first ride. Here’s a breakdown of the ongoing issue:
Initial Contact and Delay: After noticing a loud motor noise on 7 September, I reported the issue immediately. Canyon directed me to a local service partner, who estimated a 2-3 week repair time. However, by 23 September, I still hadn’t received any feedback or updates.
Repeated Escalations with No Resolution: I continuously reached out to Canyon's support and service center, only to be given vague or copy-pasted responses, with no concrete plan to fix the issue. Each time, I was either directed back to the service partner or told that "the motor is on the way."
"Motor is on the Way" - A Ridiculous Excuse: The most frustrating part of this experience is the repeated claim that "the motor is on the way." Given that the motor could be delivered in just one day from the factory (only 400 km away), this excuse is simply absurd. Six weeks have passed, yet I’m still being told the motor is in transit. This is clearly a stalling tactic, showing a complete lack of accountability on Canyon’s part.
Lack of Commitment and Unacceptable Offers: By early October, despite my multiple requests for a replacement or refund, Canyon’s support failed to commit to any real solution. Instead, I was offered a €60 gift voucher, which felt dismissive and inadequate. I informed them that this delay violates EU consumer law, yet they continued to refuse a replacement or refund.
Current Status: With no resolution in sight and no credible commitment from Canyon, I am now forced to consider legal action to recover my costs. The continued use of the “motor is on the way” excuse after six weeks has completely eroded my trust in Canyon’s customer support.
Prospective Buyers Beware: If you encounter an issue, Canyon's post-purchase support may be unresponsive, dismissive, and unwilling to take accountability. Despite the proximity of their factory, Canyon’s ongoing claim that a motor delivery is taking weeks is beyond belief and shows a serious disregard for customer experience.
In hindsight the value of purchasing from a local bike shop would be a better decision, I have never had such problems from a local bike shop who normally cares about their customers and have a reputation to uphold. Also I will not touch something with a Fazua motor again, do yourself a favour and go google for the problems they have, you will see!”
“Bought a bike in 2020 #confirmation number 5010082949, so you know I’m not lying. They have a “lifetime guarantee” and continuously say they’re the best- I strongly disagree. The amount of items I’ve had to address because things “aren’t covered” with their bikes has been less than stellar especially for the price tag I paid. Buyer Beware when you need to get any maintenance done on their bikes because where they place certain necessary maintenance parts (ask your local bike shops - it’s common knowledge I found out), is nearly impossible to access causing more Money and potential damage which “isn’t covered”. In my case, the frame is broken due to a maintenance issue with one of the most reliable biking experts in my state, and THIS company who “stands behind their product” says they can only offer me a 10% discount on a new frame which is what a NEW customer would get...seriously, that’s it. Plus they have none in stock and have zero idea when any would be… Please go check out other companies and talk with your local bike shops. My Transition bike, which I’ve had for over a decade now, is better quality than this company’s product of only 4 years and barely 4 at that. And I do hope they see this and do better for everyone out there.”
“Excellent product, great value. I ordered a road bike, which is shipped from Germany. It arrived in a big and substantial box, and was superbly packed and protected, and needed only a small amount of assembly, with the tools supplied, including a torque wrench. Also packed was a comprehensive manual. The bike was set up almost perfectly, needing no adjustment of the gears or brakes prior to first use. It was the best packed and prepared bike I've ever received. I also had emails regularly from Canyon at each stage of the buying process, telling me when the bike was built, shipped and at each stage of its journey from Germany to Scotland. Excellent stuff.”
