Name: Evans Cycles
Address: Evans Cycles, Camino Park, James Watt Way, Crawley, Sussex
Rating: 1.92

“I wanted a new pair of cycling shoes. Evan had them on offer on their website. I really wanted to purchase them from a physical shop where I could try them on, but apparently there is no way of seeing what shop has stock. Further, their ‘click and collect’ service is simply a delivery service to a named shop, and a charged for service at that. Anyway, I decided to order up a pair for next day delivery to my home. That came at an additional cost of £9.99 (nearly a 20% markup, but I still thought the shoes were reasonably competitively priced). Order duly acknowledged and delivery confirmed for the next day. Following morning, E-mail to say they were out of stock but will be sent for the following day. I’m still waiting. Customer service is a joke. Apparently I cannot cancel my order, nor can I get a refund of the delivery charge. I dread thinking about the hassle of returning them, if they ever do get delivered, if they don’t fit or I simply change my mind. Those of us who use Amazon will appreciate how customer service should be done.”

Helpful Report

Posted 1 year ago

“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 favour" 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 max 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.”

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Posted 1 year ago

“Appalling customer service. Made 2 orders online and faults (items still not shipped) with both. Still awaiting refund and proper explanation and apology after 3 weeks. Customer Service is a waste of time. Webchat is a scripted bot that cuts off and doesn't work. Email appears to be scripted responses and has failed to resolve issues and hasn't even provided correct information. Seem to be selling items on their website cheaper than elsewhere to get orders however they can't fulfill them and then fail to resolve, complete or refund. Avoid this company at all costs !!!”

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Posted 1 year ago

“An absolutely awful company. The worst company I have dealt with in 30+ years.”

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Posted 1 year ago

“I went into sports direct today at cheshunt, the bike section to find a bike for my son Michael and I..was greeted by a young man called Dillian..who was very helpful with what we was after ..we ended up buying the bike and Dillian also helped with the other bits we needed to start cycling..I just wanted to say what a credit Dillian was and his customer service skills were spot on..very very polite and made it a pleasure to shop in your store”

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Posted 1 year ago

“Returned a boys mountain bike due to derailer and chain. They sent it back saying we need to maintain it as chain was rusty. My nephew had been using this bike for 5 weeks. I am sure we don't need a maintenance check after 5 weeks. As good will they replaced the faulty part. However took it out of the box my nephew went to end of drive and left brake not working which it was before the bike was returned. Evans bike seem to think this bike is save for a 13year old to ride. I would never purchase anything again from them. Very poor after service Very poor customer service Very poor by expecting this bike to be safe”

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Posted 1 year ago

“I bought a helmet online, as they hadn't have it in the shop. When it arrived, a member of the staff offered to keep the cardboard box it arrrived in (without warning me that it could infringe my right to return it), so I could fit it in my backpack as I didn't want to use it at that time. It wouldn't fit so I returned it before the 28-days period, inside its original plastic wrap and with all the tabs and user manual included. They rejected the return and sent it back without any notice, because it had to be returned "in its original packaging", something that according to Citizens Advice consumer services is an "unfair contact term". No company that I know of or have returned products to have they ever rejected a return just because it wasn't in the original cardboard box. When I tried to contact the costumer support team, they had no intention to discuss it and they rudely told me to do whatever I want legally amd they hang up. Their friendly and helpful staff is nothing compared to their unacceptable and awful online buying services and costumer support. Shame...”

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Posted 1 year ago

“Had a puncture. After walking a mile already. Went into Evans London Bridge, who refused to help as the bike wasn’t bought from there. Apologies I didn’t realise non evans bikes had different wheels. Another two miles walk to the train station. Thanks for nothing.”

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Posted 1 year ago

“After another visit to Evans Cycles in St Helens for my new bike’s 6 week service. I can only say Joel and Luke were (again) amazing. When I dropped my bike off in the shop I also purchased a set of mudguards that were recommended for my bike by Joel. I went to get a coffee and returned an hour later all the minor work completed and the mudguards fitted. I wanted to show my appreciation but they wouldn’t accept anything. These 2 lads are great ambassadors for Evans Cycles ….many many thanks”

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Posted 2 years ago

“I booked my bike in for a silver service. Gears not properly adjusted, so took it back in. The mechanic threw his hands in the air and refused to do anything having told me he would need to “bend things”( That is no way to treat Campagnolo components), turning his back on me to speak with the female assistant, excluding me from their conversation. Female assistant then insisted she could adjusted the gears despite my reservations. The outcome was she tried vigorously until breaking my gear shifter. It is costing me over £400 to rectify this. Evans customer services only response to my complaint is a trite apology. I am only glad I demanded a refund of the silver service in store, but informed them I hold them responsible for the damage caused. I will never trust this company with my bicycle again. I will continue to pursue Evans for the cost of the damage their negligence has caused. Just terrible on all levels.”

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Posted 2 years ago

“I spent over £1.5k+ on 6 separate orders, with multiple items in this past two weeks, for some of the WORST, most unresponsive customer service I have every experienced. Bike not delivered, over two weeks later, and I am still waiting. I received no compensation, no account credit, no updates, and no clear expectation of when the bike will arrive (assuming it’s in one piece - as DX the courier apparently returned the bike to Evans, yet Evans didn’t know where the bike was). My local Evans store in East Dulwich is fine, nice helpful people work there. Evans online has been atrocious.”

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Posted 2 years ago

“I spent over £1.5k+ on 6 separate orders, with multiple items in this past two weeks, for some of the WORST, most unresponsive customer service I have every experienced. Bike not delivered, over two weeks later, and I am still waiting. I received no compensation, no account credit, no updates, and no clear expectation of when the bike will arrive (assuming it’s in one piece - as DX the courier apparently returned the bike to Evans, yet Evans didn’t know where the bike was). My local Evans store in East Dulwich is fine, nice helpful people work there. Evans online has been atrocious.”

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Posted 2 years ago

“We got our 2 ebikes checked at Evans Cycles, inside Sports Direct, in Scunthorpe. The guy who checked and fixed the bikes, Ben, is really great - so helpful and willing, and he did a really good job. We highly recommend this service!”

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Posted 2 years ago

“Ordered a Pinnacle Lithium 2 The bike arrived with several scratches The disc brakes were catching on both wheels The seat post was also too high. I am 5ft 4 inches tall and used your online size guide to determine that I needed a small frame. This also matched the dimensions of my previous bike. However, due to the attachment for a water bottle, it was impossible to lower the seat post, and thus the bike was too big for me. This is not mentioned on the website and should be! The brakes felt very unstable and the gear changes were very noisy/clunky. I called the Reading store. They told me to bring the bike in for them to look at and that it is known that you cannot lower the seat very much on a Lithium 2, so they would cut the seat post for me. On Sunday 4th June, I drove a 62-mile round trip and spent 3.5h taking the bike to the Evans Cycles store in Reading + waiting time. The mechanic cut 1.5 inches off of the seat post but confirmed that the bike was not set up right. He said it was common with online orders and customers should always get their bikes via the store. He suggested I get the brakes bled and the gears checked, but he could not do it there and then, I would need to come back and they all were booked up. Monday 5th June: I have called all of the nearest stores and everyone is completely booked up until the end of the month. Their phone number is near impossible to find, but someone from one of their stores shared it with me. When I called, I was told there was no manager to speak to, so I had to email. After a few days of chasing this complaint, they offered me a £25 gift voucher, which doesn't even cover my costs incurred so far. Either they take the bike back and exchanged and offer me correct renumeration for my costs, or I will bring the bike into a store, leave it there and cancel the contract I used to buy it through work. I am now in touch with trading standards about them selling a bike that was unfit and dangerous to ride”

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Posted 2 years ago

“These will take your payment and then not deliver your items even tho you've paid for delivery and then take no responsibility for it just ask if you want to cancel your order absolute joke this place do not buy from here”

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Posted 2 years ago

“REALLY DISGRACE...never thought i had to deal with it..i ordered a bike for my son's birthaday, after 10 days i ordered, i rung and asked about the order, the answer was "sorry this item is not in stock" they took money out of my account but never bothered to email me to let me know if it wasn't in stock. I was told " let us find out whats happening with tge order and promised to contact me in ouple if dats time " but never rung me back. So i rung them again and cancelled my order in frustration and took another fuve days to get my money back. THEY RUINED MY SON'S BIRTHDAY...then ordered from house of fraser....got his bike in 3 days... NEVER TRUST ...NEVER RECOMMEND...”

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Posted 2 years ago

“I ordered a bike and after the delivery window was over, I contacted since I hadn't received the item. Told me it was a warehouse problem and they would resolve it asap. No ETA. Called two days later and same thing, warehouse issue, no ETA, we'll resolve asap. On day 11 contacted them again and was told now it was IT's fault and they have to fix it, nothing I can do, no ETA. Unless I wanted to cancel the order and order again. To this I responded, but what if the same happens again? Then you will have to wait for IT to resolve it, wouldn't you? TERRIBLE. USELESS Customer Service. They wouldn't even raise the order manually to bypass the IT issue. NEVER AGAIN EVANS. Got the same bike from Sports Direct.”

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Posted 2 years ago

“Bought a new bike for over £3000, It arrived weeks late and the setup was done incorrectly. Crank has come loose twice, chain guard loose, all spokes lost tension within 100 miles. the integrated light cable was routed incorrectly and broke. Both brakes have been set up incorrectly. All of this is still true after taking the bike back twice. (except the integrated light which if fixed with electrical tape). i have spoken to customer services and they have given me no information i could use to rectify it myself and have made no effort to sort the problem out. Some of these problems could have been from the manufacturer but without more information i can't tell who is to blame”

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Posted 2 years ago

“Evan cycles Trafford Park I had this bike serviced about a month ago. They did a great job and had a small problem with the brakes. I returned to store today and Phill looked at it and did a quick repair. Absolutely brilliant, great service thanks”

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Posted 2 years ago

“Absolutely awful customer service. Still no bike. I don’t trust them to issue a refund if I return accessories and cancel order. Stuck waiting. Will never use again. Business is going down the pan.”

Helpful Report

Posted 2 years ago

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