Evans Cycles Reviews

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

1.9 Rating 504 Reviews

22 %

of reviewers recommend Evans Cycles

About Evans Cycles:

Evans Cycles are one of the UKs largest specialist cycle retailers and we stock variety of bikes, cycling equipment and cycle clothing. The range includes mountain biking, BMX, road cycling, commuting, folding bikes and kids bikes.

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Phone:

01293 574900

Location:

Evans Cycles, Camino Park, James Watt Way, Crawley
Sussex
RH10 9TZ

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Evans Cycles 5 star review on 15th September 2024

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“EXTREMELY POOR CUSTOMER SERVICE I purchased a new cycle for my son at christmas, the bike was built in store (Brentford) and I was advised to collect around the beginning of December. The cycle was a Christmas present. On collection we were advise that they cycle would need check up after 6 weeks of use. around 2 weeks ago the cycle started to encounter some issues with the gears at this point I told my son he could not use the cycle until we had taken into the shop for a check up and inspection. Today I took the cycle into the Brentford store for them to resolve the fault, on arrival I was advised that due to the cycle being purchased t the beginning of December I was no longer entitled to a free check up. At this point I advised the member of staff that although the bike was purchased in December it was a Christmas gift and that we had been away at Christmas for 2 weeks therefore the cycle had not been used until the 2nd week of January and that was limited due to time of year and weather conditions, I also pointed out that the faults with the cycle had occurred around the end of Jan / Beginning of Feb, therefore any faults happened well within the 6 week usage period. Despite this he insisted that I need to pay a 35 GBP cycle service charge. I then stated as the bike had a fault and that it currently not fit for use I requested That they provide with a exchange or refund, at this point the staff member said this would not happen as the cycle had been used. After 5 minutes of conversation regarding what can be done, another member of staff advised that they could offer a check for free (under the 6 weeks usage scheme), I agreed to this however they said they did not have any availability for circa 2 weeks. When I said I was not happy with this time frame they said there was nothing else they could do. At this point I requested that a refund or exchange is provided as this time scale seemed excessive for such a large company that boasts the "best and only in house" cycle servicing, the staff members response to this was that he would not issue a refund or consider a exchange as the bike was used, when I pointed out that the cycle was barely 3 months old and had actual usage of less than a month I sure that my consumer rights would come into play. In the end I said I am not happy with the service or help being offered in store and would need to raise my complaint with a manager or head office customer service. The staff member was quick to provide me with telephone number i could ring. I called this number and was put through to a customer service agent, I explained the above to him, he said that before a refund or exchange would be given the bike would need to be fully checked by a cycle mechanic. I explained that was the purpose of my visits to the store, he then said that the reason there was a long wait on availability was due to Evans cycles having a big 50 percent of sale in January meaning that many cycles had been booked in for their free 6 week check up. I suggested to the customer service agent that this is an Evans cycles problem not a customer issue if Evan cycles know they will sell many cycles over Christmas and January they should ensure they have the resource to meet the demand not fob of the customer. When I reiterated at this point OI would like to arrange for a refund or exchange he suggested I take the cycle to and independent cycle repair shop to get a opinion or report on the condition as this will speed up the situation. I advised that I would not do this as it would like incur a cost which I am not prepared to pay and in any instance this issue was a Evan cycles issue that should be dealt with by Evans cycles. As it stands I have a bike that cost over 400 GBP and also spent a further 100 plus GBP on safety helmet, security lock and safety lights, that can not be used properly may not be safe to use. It appears that Evans cycles do not want to take any responsibility of this despite all the boast on their website ''best and only in house trained cycle servicing team '' ''WORKMANSHIP GUARANTEED Our mechanics guarantee all parts fitted for 1 year. No questions asked'' This is the first time I purchased a bike from Evans Cycles and whilst the initial purchase was good, it seems that sales service is refined as any one would expect, however in this day and age customers rate a business more on there after sales care and on this occasions Evans cycles service has been unacceptable and unreasonable.”

Helpful Report

Posted 7 years ago

“garbage delivery , item arrived damaged due to unbeliveable packaging Evans wont solve the issue as they dont have stock of the bike i ordered offered sub standard parts to resolve 7 year old daughter didnt get her Birthday present as a result avoid like the plauge they dont understand customer service and can happily ruin a seven year olds birthday for the sake of a pair of pedals and a quick release skewer”

Helpful Report

Posted 7 years ago

“The service is so poor in their Glasgow city centre store it is actually painful to go there. You know you will be ignored, sneered at and looked down on, that's if they can be bothered stopping their conversations to even give you eye contact. Rubbish bike build. Wish I'd gone anywhere else but there. Would never recommend.”

Helpful Report

Posted 7 years ago

“we bought a bike for our son for 250 pounds, and after two months the peddle came off we went back to the store to complain, and not only didnt they accept the blame they even wanted 70 pounds to fix it, we tried to argue but they didnt want to budge!”

Helpful Report

Posted 7 years ago

“Evans Plymouth - they take forever to do even the most minor of work - I has spokes pop on my new bike which i purchased through them from Cyclescheme - the back wheel was covered under warranty. They have had my bike for two weeks. I even gave them the warranty phone number and confirmed that the manufacturers had agreed a warranty replacement. They are so completely disorganised and useless. I will not be using them again.”

Helpful Report

Posted 7 years ago

“2 bikes ordered, 2 request of european brake setting. 0 job done dispite the confirmation it would be done. Evanscycle customer service is quick to answer but useless. Good bye Evans, pass your way customers.”

Helpful Report

Posted 8 years ago

“Maidstone Store i ordered some GoPro bits on line and was rung by what seemed to be the orst communicator ive ever heard.. to say the parts were in..i looked forward to going as i was keen to purchase a new bike..they couldn't find my package..then it turned up..i was looking a bikes,noone took any notice, i then had to ask a question and got a totally disinterested answer.. i walked out taking my £750 elsewhere...can't believe the lack of interest...”

Helpful Report

Posted 8 years ago

“Shocking customer service in Maidenhead store today. I called store and was told they would have a look at my gears if I brought in my bike, it would likely take a couple of minutes. When I arrived at after a 30 minute drive the supervisor point blank refused to look at the bike. He said I'd need to book it in for a service even though he hadn't even looked at the bike. He didn't seemed bothered that a member of staff had said it would likely take a couple of minutes to fix and I should bring it in!! I find service at Evans patchy depending on the store and staff......I bought my £2k road bike from them, probably go somewhere else next time.”

Helpful Report

Posted 8 years ago

“Totally disinterested staff. Poor range of stock. Haven't been for a while, forgot what it was like. Won't go back. Guildford.”

Helpful Report

Posted 8 years ago

“I ordered and paid a bike on 10th April. Four days later I received an email saying that the bike was out of stock. After a few emails I decided to order another bike, which was more expensive and for which I was offered a small discount. I then asked if I could pay on delivery, but I was told to call and make the payment in order to proceed with the order. I called 3 times and left a message on the answer machine. No one got back to me. I then decided to go to the local store, when I could finally proceed with the order, but they say it would take 3 weeks for the bike to arrive. The day before I collected the bike, I received a phone call from the store and I was told that unfortunately the bike had been sent without the basket that was coming with it. I collected the bike and decided to wait for the basket. After not hearing for weeks, I called the shop and explained to a guy the situation. He tried to find out about my basket. From the warehouse they keep saying that the basket was sent with the bike, while at the store they say they don't have it. The warehouse has even tried to sent another (much worse) basket that doesn't even fit my bike. Result? Nearly 2 months after my first order I still don't have what I want. What I found most frustrating is that the customer service does not care about the customers at all. They don't seem to realize the inconvenience and waste of time that they have caused to me.”

Helpful Report

Posted 8 years ago

“Firstly this is not a dig at mondraker as a company there bikes are awesome this is aimed at Evans I purchased my new bike aswell as paying for next day delivery when it arrived the first problem was the packaging was damaged then when I took it out I noticed on the front forks numerous scratches to top that the metal clip that holds the cable in place had been broken whilst the bike was being made instead of replacing it they decided to leave it as it was and attempt to use a cable tie to hold in place aswell as ye numerous other issues after speaking to customer services and explained this and the fact I payed for next day delivery I have had to pick a diffrent bike and also need to wait a week before I can get my new bike! When people are spending so much money for one of your products you think there would be a bit more care taken. #evanscycles #monraker”

Helpful Report

Posted 8 years ago

“Dreadful service from Woking branch from an American accented individual who spends too much time trimming his beard. After he told us over the phone that it would cost £65 to recondition some bikes we pushed them for half an hour to get them to the shop. Once there service was slow and he looked at us as though what on earth were we doing in his shop. The price to fix them quickly went to £300 plus even though we had told him over the phone they were in dreadful shape. He then not surprisingly offered us to buy new bikes but frankly who wants to shop in a place with such service. Never an apology or even a sense of contrition for giving us the wrong impression. Anyway we did buy new bikes and he lost on £1200 of sales so we had the last launch. A little politeness goes a long way so shop elsewhere.”

Helpful Report

Posted 8 years ago

“Terrible customer service, really disinterested and not prepared to help in any way.”

Helpful Report

Posted 8 years ago

“Everything is wrong! From Service in shop, through managers up to head office! Avoid it!”

Helpful Report

Posted 8 years ago

“Browsed Evans website for a matter of minutes and was not signed in. In fact i don't even have an account with them and they do not have my email address yet I am now receiving unsolicited "oops did you forget something" emails associated with the items I was looking at. It would seem that they have used dubious tracking practices to associate browsing to your email address - this seems underhand to me and certainly not the type of company I would do business with.”

Helpful Report

Posted 8 years ago

“I browsed their website today for less than 2 minutes then I left their site. A hour later I receive an unsolicited email saying "Oops, did you forget something?". Evans Cycle do not have my email address nor do they have permission to send me spam mail. They are using a company called Criteo Email which uses cookies and somehow matches your IP address to a database of email addresses of people who have "opted in" to receiving 3rd party emails. This is how I assume it works It is a very dark and dodgy practise and in my case illegal as I have never used my email address for any marketing opt in. Evans Cycles would hide behind the excuse that their marketing is carried out by a 3rd party Criteo Email and they license their email database from another company and so on. Any company that uses marketing techniques like this should be avoided at all costs.”

Helpful Report

Posted 8 years ago

“Very helpful until they got my money. After spending over £2900 in store I took my bike for a spin and noticed a squeak when riding. I had to go away for a few months but I took my bike with me. I called Evans for advice on what it may be.. they gave some basic advice I already had from youtube. On investigation at a bike shop we found the spokes on my wheels where dangerously loose so loose infact that the small amount of riding I had done had twisted my wheels untrue! The squeak was spokes rubbing as my wheel warped while riding. Such a basic and dangerous problem. Somthing that should be checked on building the bike and on sending it out. Clearly this was not done and no care was put into building my bike. Furthermore the brake/shifters where at different levels, one was not tight.. there goes my bartape fixing that! The brake and gear cables were too short so turning a corner lead to ghost braking due to cable tension... an amateur job at best.. cost me to have it done properly and could have cost me my health.”

Helpful Report

Posted 8 years ago

“To whom it may concern at Evans Cylces, You have asked me to write to you as I posted a rather childish tweet in my anger at the service I’ve received on what was meant to be my ‘new-bike-day’. Whilst I applaud your return policy of the 30 day test period, I was shocked to have turned up to collect my new bike to find that it was clearly soiled, the paint was chipped and nobody had any intention of saying anything about this. I ordered a Pashley, an £875 bicycle in black, with cream coloured tyres that I’ve been coveting for some time and I was really looking forward to finally riding. When I arrived to collect the bike it was filthy, covered in dust and grime, and random pieces of clear sticky tape from packaging (odd off cuts, not there to protect the paintwork). I asked for a cloth to rub it down so I could check it over, which I was handed, no offer of it being done for me despite the fact I was supposedly purchasing a brand new premium product. I’m not usually so suspicious or cautious but the tires were blackened from obvious outdoors riding and the bell was tarnished. I soon found a sensible sized chuck of paint that was missing on the cross bar, right on the top in an obvious place. If your staff missed the used condition of this bike then they must have been considerably busier than they looked. If your staff didn’t miss it, then shame on you for trying to sell me soiled goods for full price. At this point someone did appear from the back and show sympathy, it was obvious I was severely disappointed and had my ‘new-bike-day’ ruined by this, however his only available words of condolence were that “oh yeah, it did arrive fully built, we have no way of telling when ordering” I was then informed that this was your last one and that Pashley wouldn’t be supplying you any more until May. Thank goodness for well run small independent bike shops like On Your Bike at London Bridge. They couldn’t be more helpful when they informed me they didn’t have my frame size in stock and within five minutes they’d called Pashley, discovered the manufacturer has stock left and have made sure I will have a brand new, unsoiled and freshly built bike within the week. All this whilst honouring the sale price on their sale website that is £125 lower than yours. You have shown me that bigger shops do not always mean cheaper prices, just cheaper service, whilst reminding me that small independent traders that care about their clients are always going to provide a greater retail experience. Regards, Edward”

Helpful Report

Posted 9 years ago

“I dropped off my bike for a service 10 days ago. Instructions were quite clear, I had to travel abroad and would pick the bike up upon my return. I entered the Woking shop today and told the gentleman I was there to pick up my bike. Whilst he was getting my bike I asked another chap for some gloves. Their stock had run out and they were awaiting new deliveries. My bike finally arrived and the service had not even been done! Sadly, this is not the 1st time that Evanshas let me down. I know the owner of the chain and I would like to help them in his business but sadly the service is so average and the knowledge of the staff on the ground is so poor that from now on I will have to give Evans a miss.”

Helpful Report

Posted 9 years ago

“Bought a cannondale caadx from the Braehead branch in Glasgow, the first issue I had was the headset was loose from day of collection and the gears were not exactly tuned! I don't care much for their customer service, and no apology for the bike having to be returned twice within a week of purchasing. I can understand teething problems with a new bike, but this was on the back of my other bike having a "gold service" and being returned to me with a loose headset (yip it's a recurring theme) and gears crunching! I find certain staff members unhelpful and a couldn't care less attitude. I won't be spending another penny at Evans.”

Helpful Report

Posted 9 years ago

Evans Cycles is rated 1.9 based on 504 reviews