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