Forum home Road cycling forum Road general

Evans Cycles Terrible Buying Experience....

2»

Posts

  • AnonymousAnonymous Posts: 79,667
    hibster wrote:
    Carbonator wrote:
    hibster wrote:
    thinly veiled i have two houses post from the OP ;-)

    dont like evans after they told my other half a road bike would not be suitable for her - that's any road bike, not just a specific one
    went to an independant shop & were dealt with much better, they even changed the tape on the new bike as she didnt like the colour on the original spec


    What reason did they give for saying a road bike was not suitable?

    Seems a bit harsh to sl4g off the whole chain because one person in one shop said something you thought was nonsense.

    the person represented the shop

    was so her back wasnt overly stretched, i suggested shorter or multi position stem, adjusting handlebars & hoods, different frame sizes etc
    they just had no interest in it at all, just a flat no, not suitable
    it's a pile em high sell em off bike supermarket

    the ILB took time, showed interest & got the sale

    It is what it is but personally I think Evans offer a good proposition.

    Your pile em high supermarket comment does not really fit with them not selling you a bike.
    The comment fits better if they had sold you any old bike and not cared.
    Either way it was wrong though.

    Were you in there on a Sunday afternoon or late evening by any chance?
    Shops like Evans are open all hours (like a supermarket) because people seem to want that.
    The downside of being a chain and open long hours is that it must become difficult to make sure all staff offer top service.

    IME its who you talk to rather than where they work.
    Have had plenty of bad experiences at the best LBS in town and the lesser ones talk rubbish so never use them.
    There is one that I rate but they only sell/service cheaper bikes and very limited range of stuff so cannot use as much as I would like.

    I would love a great bike shop that sold and serviced top quality bikes (and would pay through the nose for it) but it does not exist in my town :-(
  • I don't think you can judge a chain of shops by experience in one store. I have had good service from Evans and bad service from Evans. Same with Halfords.

    Shop experiences are down to individual staff members in the main. Of course company policy can hinder them, but a good employee generally can deal with that.

    Internet buying is different. As someone who orders something over the web every day I have seen everything in service from awesome to abysmal.

    My personal approach is to complain very quickly if the service is not very good. They get one chance to fix the problem and keep me as a customer. If they don't fix it I never buy from them again. Can't be bothered. There are lots of alternatives.

    And to the OP.
    Try www.4thebike.de
    Yes it's in Germany and their website is not the easiest (google translate is your friend) but they can be way cheaper than the UK sites and they charge peanuts for shipping.
  • BR 1979BR 1979 Posts: 296
    I've always found them good, fast and courteous. Cullum St branch mainly, plus online.

    OP - Can you not settle down, tuck into your 15th burger and 4ltr Coke, and run your podgy swollen fingers over the keyboard to order your XXXXXXXXXXXXXXL tops from a US site?
  • redmarble wrote:
    Hi. Sorry, if this is the wrong forum but hopefully this will alert some of you, who are in then US of how a horrible experience I've had with Evanscycles.com.

    I purchased a fairly expensive jersey and bibshorts on January 2, 2014, from evanscycles.com. The online order went through fine, like any other online order. I received an instant email confirming the order. So I waited... Three weeks later, and I still had not received anything from them. (I waited this long as my experience in ordering from probikekit.com usually takes 2-3 weeks to deliver to the US. Ribblecycles.com are by far the fastest, as they average about 5-8 days to have my orders delivered to me, and sometimes even faster!)

    So, I send an email to them, via their "Contact Us" page, inquiring about my order and tracking information. The following day, I receive two different replies. The first one stated that they were sorry that I didn't like what I wanted and that they were setting up an exchange and that the order was returned. (I'm like what??) Then on the second email (which was send an hour later), they are apologetic that the "Consignment" was lost in transit. That a NEW consignment had been arranged for shipment. That it would take 10 days for delivery. (I am confused but assume that things were sorted out and my items were being shipped. I don't reply back with my concern.)

    Days later I get a new email from them. It includes an invoice and a note stating that part of my order was dispatched on the 24th of January and that they were waiting for the other item to ship. I notice that the order delivery address was changed from the original invoice. I wanted my items shipped to my other home and not my billing address.

    I, now, quickly send them an email asking to know what exactly is going on, and about my shipping address. Twenty-four hours later I get a reply. They are again sorry for the order. They then tell me that part of the order is out of stock. That I can discuss an alternative product via phone or "this email". I go back to their site and decide to order a larger size of the same item- the site shows stock. So, I reply to the email with the new product info. I also ask to check my shipping address, that they had made an error in the second invoice. A day later and no reply. So, I send a copy of that same email through their "Contact us" page. Another day passes... and, nothing!

    That was the last I heard from them. It's been three days since I sent them the last message and have not had a reply from Evans Cycles. I was initially communicating with an "Adam". But, after the second email from them, no names were given.

    It's January 31st and I don't have any product. Nothing has been resolved. And, they have not replied or answered any of my questions.

    Should I give up??

    I've about had it with their customer service! It's like pulling teeth with these guys! I guess I will have to do something I have never done... request a chargeback.

    I have ordered from Probikekit and Ribble with no problems. I've ordered a Campagnolo Record group and SRAM Red parts from Ribble, recently, over several transactions, without any problems. It's my first order with Evans Cycles and for sure my last!

    I'm just letting you guys/gals know that if you order with Evans Cycles and do encounter a problem, be prepared to deal with a terrible customer support team!!


    Hi Redmarble,

    We are very disappointed to hear that your experience with our mail order service has not been the easiest and that the issues that have cropped up have not yet been resolved. Although we are a large company we value all our customers and pride ourselves on our customer service. On this occasion, unfortunately, it would appear we have not delivered and we apologise profoundly for the inconvenience this has caused to yourself.

    I would personally like to resolve this issue for you and endeavor to instill your confidence in our company or at the very least make your last contact with us an amiable one. If I could kindly ask you to provide me with you order details at [email protected] and let me know a time that is suitable for yourself (taking in to consideration the time difference) and I will call you to discuss what we can do for you.

    We are always happy to receive feedback, positive and negative, to help us improve the service we provide our customers. We are by and large keen cyclist working for a cycling company and understand the frustration felt by our customers when things go wrong. We would like this opportunity to rectify the situation and deliver the customer service all our customers deserve.

    I look forward to hearing from you.

    Kind regards

    Marisa May - Evans Cycles.
  • I don't think you can judge a chain of shops by experience in one store.

    True, but in my experience being in Evans stores, i have been left less than impressed with the level of knowledge & service on offer by employees. Theses stores are mostly London based, so maybe it is a London thing (sorry, 'ting').

    I was once in the Kingston Evans wanting to buy a pair of S Works, but wanted to try a few pairs on first. I spotted some staff who were huddled together chatty inanely about what was clearly a non work related matter. I stood there in the vain hope that one of them may realise i was a customer & wanted some service, & not just a strange person who enters shops to stare at the staff for a couple of minutes for a good laugh. I had to to the 'ahem' cough thing to get their attention & asked to be served, please. One of them audibly huffed & proceeded to take 10 minutes out of his valuable chatting to staff time to get me said shoes. Unreal. The level of actual trade knowledge is incredibly low, i bet my mum actually knows more from the meagre bits of cycling stuff i chat to her about. She probably shows more interest too.
  • Jon_1976Jon_1976 Posts: 690
    The last time I was in Evans looking at bikes, they insistently told I was riding the wrong size frame :D
    Before that, I took my 2013 (alloy fork) entry level Allez back as the fork had a paint chip (possible crack) on. No problem having it replaced but all the shop assistant was bothered about was there was no front brake pads (I'd removed to pick the metal bits out and hadnt refitted them as I wouldn't be riding it).
    Got told it'd be 8-10 days as they'd have to send the fork to Specialised.
    15 days later, got a call saying bike was ready. Collected it and noticed the fork was very different. It was a carbon, didn't match the frame and was totally devoid of branding. Made me very suspicious of their 'return to Specialized' story, unless Specialized do totally unbranded forks, which I doubt (I've had a carbon forked Allez since and make sure you know it with 'Carbon Fact' branding everywhere).
  • andyebandyeb Posts: 407
    I've had a variety of experiences with Evans, some good, some not so good.

    I recently bought a pair of Bontrager NCS mudgards from Evans via the web. After just 5 rides, the rear mudguard broke, near where it fixes to the frame by the bottom bracket.

    I rode to my nearest Evans store, receipt in hand, explained the situation and they sorted it there and then. I fitted the replacement myself and rode the bike home again.

    I don't think there are many other online retailers that can offer that kind of service.
  • Hi Redmarble,

    We are very disappointed to hear that your experience with our mail order service has not been the easiest and that the issues that have cropped up have not yet been resolved. Although we are a large company we value all our customers and pride ourselves on our customer service. On this occasion, unfortunately, it would appear we have not delivered and we apologise profoundly for the inconvenience this has caused to yourself.

    I would personally like to resolve this issue for you and endeavor to instill your confidence in our company or at the very least make your last contact with us an amiable one. If I could kindly ask you to provide me with you order details at [email protected] and let me know a time that is suitable for yourself (taking in to consideration the time difference) and I will call you to discuss what we can do for you.

    We are always happy to receive feedback, positive and negative, to help us improve the service we provide our customers. We are by and large keen cyclist working for a cycling company and understand the frustration felt by our customers when things go wrong. We would like this opportunity to rectify the situation and deliver the customer service all our customers deserve.

    I look forward to hearing from you.

    Kind regards

    Marisa May - Evans Cycles.


    Hi. On Sunday I asked (via email) about why I was being charged the same OLD price if the replacement/new item was cheaper? And, I did get a reply on Monday morning.

    I was told that: "In actual fact one of my colleagues has emailed you to advise you that we need to refund you $6.83 & has offered to send you a £5 e-voucher. Please can you let us know how you would like to proceed.."

    I checked my email and did not find that other email sent by the "colleagues". I also replied to the email (that same day) asking that if the e-voucher had an expiration date, that I would prefer the refund. I also requested proof of the revised invoice. But, guess what?? I haven't heard from you (Evans) since!!

    PLEASE HELP ME!!

    It's been over a month:
    - I don't have my items. Why?
    - I am being charged unfairly. Please send proof of the refund.
    - I have to send my email twice to get an answer. I have to send a copy of the reply through the "Contact Us" page every time I reply. Your replies to me always from the "Contact Us" page! Why?

    Here's my order number:W001802541.

    It seems that I am getting the run-a-round! Why?
  • MattC59MattC59 Posts: 5,408
    redmarble wrote:
    Hi Redmarble,

    We are very disappointed to hear that your experience with our mail order service has not been the easiest and that the issues that have cropped up have not yet been resolved. Although we are a large company we value all our customers and pride ourselves on our customer service. On this occasion, unfortunately, it would appear we have not delivered and we apologise profoundly for the inconvenience this has caused to yourself.

    I would personally like to resolve this issue for you and endeavor to instill your confidence in our company or at the very least make your last contact with us an amiable one. If I could kindly ask you to provide me with you order details at [email protected] and let me know a time that is suitable for yourself (taking in to consideration the time difference) and I will call you to discuss what we can do for you.

    We are always happy to receive feedback, positive and negative, to help us improve the service we provide our customers. We are by and large keen cyclist working for a cycling company and understand the frustration felt by our customers when things go wrong. We would like this opportunity to rectify the situation and deliver the customer service all our customers deserve.

    I look forward to hearing from you.

    Kind regards

    Marisa May - Evans Cycles.


    Hi. On Sunday I asked (via email) about why I was being charged the same OLD price if the replacement/new item was cheaper? And, I did get a reply on Monday morning.

    I was told that: "In actual fact one of my colleagues has emailed you to advise you that we need to refund you $6.83 & has offered to send you a £5 e-voucher. Please can you let us know how you would like to proceed.."

    I checked my email and did not find that other email sent by the "colleagues". I also replied to the email (that same day) asking that if the e-voucher had an expiration date, that I would prefer the refund. I also requested proof of the revised invoice. But, guess what?? I haven't heard from you (Evans) since!!

    PLEASE HELP ME!!

    It's been over a month:
    - I don't have my items. Why?
    - I am being charged unfairly. Please send proof of the refund.
    - I have to send my email twice to get an answer. I have to send a copy of the reply through the "Contact Us" page every time I reply. Your replies to me always from the "Contact Us" page! Why?

    Here's my order number:W001802541.

    It seems that I am getting the run-a-round! Why?

    A reasonable response from Evans, but probably better if you respond to the Email address that Marisa gave, rather than posting a reply on here.
    Science adjusts it’s beliefs based on what’s observed.
    Faith is the denial of observation so that Belief can be preserved
  • I think Evans' response on here is positive and have also found staff in the Liverpool and Manchester shops reasonably knowledgeable and prepared to help where they can - they ordered in a stem for me so I could try it even though I said I may not definitely buy it. They also have the advantage over the mail order companies by getting most stuff in the next day if you are in a rush and by price matching. They're not perfect but as good as any one else,IMHO.
  • MattC59 wrote:
    A reasonable response from Evans, but probably better if you respond to the Email address that Marisa gave, rather than posting a reply on here.

    Sent them an email through several means BUT no response yet!

    What very BAD customer service. Never, have I had such poor service. WOW!

    How easy it was for them to scoop up my money... But, extremely slow at correcting errors and refunding!
  • SemantikSemantik Posts: 537
    Think it's time you did a chargeback with your bank. Even if you get the kit you ordered, you're never going to enjoy wearing it.
    I have not bought from Evans for nearly two years as I can't bear to give them my money. They don't look after customers very well when things go wrong. Your thread proves it.
    From their mail order dept. I have had :

    A cassette with lockring missing, another cassette in a torn and dirty old plastic bag which was the wrong ratio and number of speeds, then no interest from them in refunding return postage. A £1000 frameset that by some miracle arrived intact as it was packaged so inadequately ,rattling around in a box far too big for it with barely any protective packing.
    And as stated before, pathetic refusals to price match like for like products.
    Despite all this , I am sure they will continue to make money as cycling is booming and a considerable part of their customer base are people who are not very knowledgeable and who are happy to pay full price for their purchases to benefit from the expert sales advice on offer- which is funny 'cos last time I was in one of their stores one of their 'experts' had less knowledge of current Shimano groupsets than my grandmother. And she's been dead a long while.
  • mpattsmpatts Posts: 1,010
    My 2p's:

    I buy a lot of stuff, from a lot of places, including evans.

    Pros:

    They can a good range of stock, and their prices are keen
    The staff at my local store (Milton Keynes) are generally good, and I'm more than happy to shop there (and have a lot)
    I have had stuff delivered with no issues
    I have also used click and collect, and while the ordering system is a bit clunky (for example, it's difficult to bundle multiple orders it seems), I've had no issues really to speak of.
    I also had an order go missing, I called them, and the issue was immediately resolved

    Cons:

    The Mk store doesn't have enough people at times, which I think dents their customer service.
    I also think that they sometimes have their hands tied by corporate policy on service items - and I'm not sure I'd ever get my bike serviced there.

    Overall, I'm happy to use them.
    Insert bike here:
  • bianchimoonbianchimoon Posts: 3,942
    just in the process of a similar experience with planet X, first time i've ever used them and got to say it's been the worst online retail experience i've ever had.
    All lies and jest..still a man hears what he wants to hear and disregards the rest....
  • Like many retailers you have to use them for their strengths and recognize their weaknesses. They are a chain store with all the problems that chain stores have. So I'd quite happily buy components from them, even bikes from them, and they organise a great sportive.

    But for servicing I'd take it to my local bike shop.
  • Phone them
  • bianchimoonbianchimoon Posts: 3,942
    Phone them
    They had been phoned, it all added to part of my worst online retail experience. That's life, not the end of the world.
    All lies and jest..still a man hears what he wants to hear and disregards the rest....
  • dsoutardsoutar Posts: 1,746
    Semantik wrote:
    And as stated before, pathetic refusals to price match like for like products.

    In that case report them to Trading Standards. That would put the wind up them
  • adamfoadamfo Posts: 763
    I walked into my local Evans and the mini pump I wanted was in stock and cheaper than at any of the usual online mob. As ever it pays to shop around including at the German sites for big ticket items. I reckon we are very well served in the UK in terms of choice and price.
    The only bewildering buying experience I've had was at Superstar components. The tool they sent me was completely different to what I ordered. Their website is a complete shower as well !
  • and they organise a great sportive.


    Indeed they do :)
    "You really think you can burn off sugar with exercise?" downhill paul
  • i am new to cycling, so i have bought a shitload of stuff from evans, i have always found them fast and delivered everything on time. Returns are stress free and the prices are competitive
    recently bought a set of ultegra brakes cheaper than what used ones were going for ebay, sometimes i wonder if ebay bidders just descend into some competitive red mist and want to win at all costs. As soon as the price shot up i went to evans
  • ElfedElfed Posts: 459
    Baracus wrote:
    i am new to cycling, so i have bought a shitload of stuff from evans, i have always found them fast and delivered everything on time. Returns are stress free and the prices are competitive
    recently bought a set of ultegra brakes cheaper than what used ones were going for ebay, sometimes i wonder if ebay bidders just descend into some competitive red mist and want to win at all costs. As soon as the price shot up i went to evans

    I also have to question the crazy prices stuff sells on eBay, do these people not look online for a guide price first?
    I've seen stuff go for more money secondhand than what you'd get new, and as for getting a bargain on eBay, impossible these days.
    As for Evans, never used them so can't comment.
  • I think Evans should post full disclosure on here, come on! there must be more to this story - I'm captivated here at my keyboard. Seems odd a national company posts comment on a public forum to resolve a customer complaint, and then proceeds to ignore the customer? The whole idea of it is so the customer returns to the forum, and comments how Evans totally redeemed themselves!
  • It's always been a bit hit & miss at Evans. Staff generally couldn't give less of a toss when spoken too and labour costs are ridiculous (£20 to cut an inch off a steerer tube, really?!).

    However, they've always been good when I've received gifts from people that needed exchanging and I got a free brake cable from the store in Brighton as they guy simply couldn't find it on the system this weekend just gone. That being said, he first supplied me with the outer, then ferrules, then nipples before giving me just the inner which is what I originally asked for!

    I think with a bit of staff training they'd be a reasonable shop.
  • redmarbleredmarble Posts: 10
    Just reporting that, even though it took almost two months to resolve all issues, my order finally closed! I ended getting a partial refund of my order, as it never got to me. Refund came on February the 28th.

    I want to thank Marisa May for getting things done. The other customer support crew, well, not so much! I was getting no where with them.

    Unfortunately, I had to go through this bad experience. I assume that most orders go through as fine. But, if there's a problem with an order, there will likely be some type of frustration on the customer's side. Good Luck!!
  • nunowoolmeznunowoolmez Posts: 865
    Why only partial refund? Didn't you push for a full one?
  • redmarbleredmarble Posts: 10
    Why only partial refund? Didn't you push for a full one?

    Sorry, I got a patial refund because I never received my jersey. I did get the bib shorts, though. So, the refund was for the jersey.
  • navrig2navrig2 Posts: 1,770
    In defence of Evans my most recent experience of them was excellent.

    I discovered two gift vouchers from Dec 2012 in my bedside drawer, in total £45. The stated expiry dates were mid-Dec 2013. I tried the Edinburgh shop, they told me to call customer services.

    I called them on Monday afternoon. They took the reference numbers and confirmed that Evans allowed a 3 months extension - mid-March 2014 - next week! I indicated I had an idea for a purchase but had not chosen the particular jacket. They took my number and said they would call back later to take the order.

    My initial thoughts were "tha'll be the day".

    An hour later they called just to confirm address details and check if I was ready to order - I wasn't.

    Yesterday morning they called back and I placed the order.

    By calling me back it saved me having to explain why I was trying to use expired vouchers etc.

    Can't get much better.

    Normally I avoid Evans..... it's just such a shame that their Edinburgh shop is so close to my office!
  • andyebandyeb Posts: 407
    Just to add my voice here - my experience of buying from Evans has been both good and bad. For the most part, online orders have been fulfilled quickly and correctly, with minimal fuss.

    In-store shopping has been more mixed. I test rode and bought and road bike from them. When I checked the tyre pressures the next day before going for a ride, they were at 30 PSI - a third of what they should have been. Once pumped up to recommended pressures, I discovered the bike (a Jamis Ventura Comp) had terrible ride quality - incredibly harsh and unforgiving. I put up with the bike for two years before I'd saved up enough to replace it. Had the tyres been pumped up correctly, I would have noticed this during the test ride and spent more or chosen a different model.

    Then today, I did a click-and-collect order for a pair of tyres, as I discovered my rear tyre was damaged beyond repair during pre-ride checks. One of the tyres has clearly been ridden before - the box was taped up with parcel tape and the tyre has mud on it. It looks like it's in reasonable nick and I haven't got time to go back and complain, so will probably just live with it. But I feel the trust I placed in them as a customer has been abused.
Sign In or Register to comment.