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Evans Cycles Reviews

1.9 Rating 497 Reviews
22 %
of reviewers recommend Evans Cycles
Read Evans Cycles Reviews

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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Anonymous
Anonymous  // 01/01/2019
The COVID situation is NOT an excuse for totally unacceptable customer service. Respond to customer feedback, you will be lucky if you are in business next year. I placed an order on line paying for my bike in full (£850.00), the website stated the bike would be in stock at my local store in 3 weeks. I was happy with that as there has been a delay in getting bikes. I received no updates and the stated date came and went. I phoned the local store (as the head office phone lines are closed). I was told that they were not expecting any deliveries until at least October. The staff at the local store were helpful but unable to access any delivery information. I was advised to contact head office with the reassuring words of 'good luck with that one'. What confidence can anyone have that they will actually receive items they have paid for when their own staff have no confidence in their employers. I have emailed customer services several times (they are quoting 10-15 days to reply !!) however I have not even received the automated response to confirm they have received my emails. I am now looking to cancel my order and buy a bike from an independent dealer. The problem is I am unable to contact them to start tis process. If are looking to buy a bike read the rest of the reviews and DO NOT make the mistake of dealing with this company who's actions are bordering on fraud.
Helpful Report
Posted 4 years ago
The COVID situation is NOT an excuse for totally unacceptable customer service. Respond to customer feedback, you will be lucky if you are in business next year. I placed an order on line paying for my bike in full (£850.00), the website stated the bike would be in stock at my local store in 3 weeks. I was happy with that as there has been a delay in getting bikes. I received no updates and the stated date came and went. I phoned the local store (as the head office phone lines are closed). I was told that they were not expecting any deliveries until at least October. The staff at the local store were helpful but unable to access any delivery information. I was advised to contact head office with the reassuring words of 'good luck with that one'. What confidence can anyone have that they will actually receive items they have paid for when their own staff have no confidence in their employers. I have emailed customer services several times (they are quoting 10-15 days to reply !!) however I have not even received the automated response to confirm they have received my emails. I am now looking to cancel my order and buy a bike from an independent dealer. The problem is I am unable to contact them to start tis process. If are looking to buy a bike read the rest of the reviews and DO NOT make the mistake of dealing with this company who's actions are bordering on fraud.
Helpful Report
Posted 4 years ago
I was sold an incorrect bike size, then mud guards were incorrectly fitted, damaging the new bike's gears, a service took over 2 hours resulting in a parking ticket, and there is no response from the head office, regardless of the number of emails I send. Appalling service.
Helpful Report
Posted 4 years ago
COVID is NOT and excuse for unacceptable service !!, This is possible the worst Customer Service I have ever experienced.. The only effective system they have is the one that takes your money. Evans now have £850..00 of my money and I have no bike and no information on when or if I will receive it. I phoned the store that I had selected for collection, the staff were helpful and apologetic but could not help. They said they had no idea when the bike would be delivered and could not contact their head office. The staff said that they were constantly dealing with unhappy customers. I was advised to contact head office with a comforting reassurance of 'good luck with that'. I have sent 2 x emails, the site says you will get a confirmation that the email has been received followed by a reply in 10-14 days. I have not even received a confirmation email. I will apply for a refund once I can make contact with them however looking at the experience of others I am clearly going to be out of pocket for some time.
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Posted 4 years ago
Aggressive and judgemental staff in the Leeds station shop left me both shaken and wasted my time. Clearly they look down on bikes - I would strongly recommend you don’t take an ebike for service there. Left without the service and a full day wasted - never again. The phone system doesn’t work also so if you can’t speak to them - it is your fault.
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Posted 4 years ago
Horrible and unapologetic customer service. Tried to cancel my bike order and get a refund for weeks! Got a strange reply a week after contacting them, saying that the order couldn't be cancelled as during the time it took them to reply it has already been picked up. Firstly, that is not my problem, but more importantly - completely ignored my request to return/refund. Had to wait another week for a reply to my second request. Can't reach anyone on the phone, not even the specific shop. Very stressful experience, customer care assistants like robots, no human apology or anything.
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Posted 4 years ago
Ordered a bike & accessories 8 May, still no bike. Asked for a refund on 29 June, still no refund. Not sure how it takes two weeks to process a refund. Certainly avoid, there are so many better places to support than this one.
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Posted 4 years ago
Bordering on fraudulent. They took payment for an item which was not in stock and would not be restocked. I cancelled the order and six weeks later they have not credited my CC. Contacting customer service is impossible and they quote a delay of 10 to 15 days to respond (or, as it happens, not) to e-mails. One star is overly generous.
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Posted 4 years ago
Just Awful I bought a bike online which was pretty straight forward. The bike arrived a week later. Unfortunately the bike's paintwork was damaged which was very disappointing. I emailed Evan's as they aren't taking calls. I didn't get a reply so I facebook messaged them. Finally got a reply 5 days later. They arranged for collection of the bike. I stayed in all day but nobody came to collect the bike. I had to go through same process trying to contact them again. Eventually, 3 weeks later, they collected the bike. I have now been told it will take another 3 weeks to process my refund. ABSOLUTE NIGHTMARE!!
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Posted 4 years ago
Dont entertain this company, they have bikes for sale and showing in stock when they arnt. 2 months ago i ordered our bikes and i am still missing one. I have had 2 emails from them in this time, they have now informed me they dont have any of the model i ordered but again no respinse when i asked what is available!!! Im still waiting now, absolute shambles of customer service!!
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Posted 4 years ago
They are useless. I ordered two tubes from Evans catalogue and they delivered a different spec. I also paid for next day delivery, but it took several days, to get the wrong one. Was told the catalogue was out of date and to go to the post office to send them back. No apology.
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Posted 4 years ago
Absolutely appalling customer service Been over two weeks still waiting for my shoes or a refund
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Posted 4 years ago
THEY HAVE MY MONEY BUT I HAVE NO BIKE-RACK FOR WEEKS!!! I bought a bike rack for my car at the start of June 2020. Evans Cycles took full payment and said it would be delivered on 14th June 2020. It is now 7th July 2020 and I still do not have my bike rack. They have closed all their phone lines and ignore emails, leaving me out of pocket, without a bike rack and no way to communicate. I am completely powerless! The local Evans Cycles branch are not able to help and have no contact themselves with head office or distribution. All the online staff have been furloughed, (which I have a lot of sympathy for), but my order was made and payment accepted by Evans Cycles at the start of June 2020 way after the start of the lock-down, so I feel they knew they were not able to process orders at this point but took my money regardless. It feels like Evans Cycles is a company about to go into administration and they are still taking people's money. AVOID, AVOID, AVOID!
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Posted 4 years ago
Ordered my bike 5th May, states it would be 18/21 days. It’s been 64 days now. Bike was in stock when I ordered, called a store to ask and was told it was in warehouse getting sorted and will be ready to be dispatched end of May which was in the time frame given to me in the ordered confirmation. LIE AFTER LIE AFTER LIE! Shocking service
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Posted 4 years ago
Ordered a Sram GX groupset for £365 inc delivery on the 18th June,money taken, confirmation email received. My order item is apparently at a remote warehouse... I'm actually wondering if they have an offworld warehouse as I'm sure if i'd ordered something from outer Mongolia, it would have been here by now. Sent emails, cant call them bla blah. So today I decided that i would phone my nearest branch to see if they could offer any advice. No answer from the first 3 branches. On the 4th branch I actually managed to speak to a human being. I will leave his name and branch anonymous. I explained the issue and he told me that some staff (not all) had only gone back to their head office last week and found 17,000 emails on their system! My question is why? WTF have they been doing all this time? The chap kindly offered to send an email to HO on my behalf, in an attempt to expediate the order. You never know but i'm currently not holding my breath.
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Posted 4 years ago
Evans cycles are a despicable company. They will happily take your money with absolutely no intention of delivering your bike. I ordered a bike from their website on the 28th May, it was listed as being in stock and available for collection in store within 7 – 10 days. After 14 days I attempted to make contact via their online chat feature (as their phone lines are closed) and, after several hours, managed to chat with the rudest person I have ever come across. He stated that they had no record of my order, despite me having the order number and it being displayed as ‘processing’ on their website. Eventually he made some excuse that the order was not completed correctly, this is an obvious lie as they had managed to relive me of £950! I was promised a refund within 5 – 7 working days, yet here we are in July and no sign of a refund yet…. They are extremely dishonest and I advise you avoid them at all costs.
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Posted 4 years ago
Disgrace of a company. Left me waiting over a month after numerous calls to finally let me know my bike never existed and they miss-sold. The only slight help I received was from the shop floor team and this is not even their job. Customer Service / company wide communication is non-existent. I read reviews before ordering but thought it can't be that bad - IT IS. Honesty go elsewhere for bigger items (the bikes themselves), go to Tredz or Wiggle they are great. I promise you, you will have a bad experience, spend your cash here at your peril. You get your cash back obviously (I hope) but you don't get your time wasted back!
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Posted 4 years ago
Disgrace of a company. Left me waiting over a month after numerous calls to finally let me know my bike never existed and they miss-sold. The only slight help I received was from the shop floor team and this is not even their job. Customer Service / company wide communication is non-existent. I read reviews before ordering but thought it can't be that bad - IT IS. Honesty go elsewhere for bigger items (the bikes themselves), go to Tredz or Wiggle they are great. I promise you, you will have a bad experience, spend your cash here at your peril. You get your cash back obviously (I hope) but you don't get your time wasted back!
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Posted 4 years ago
Ordered goods on line 27th April, no conformation or tracking advice. I've sent four emails, eventually had two replies saying it would be processed and conformation etc would be sent, still waiting. I've asked for my money back, no reply. Can't ring, no one answering. I wonder how many other people can't get there money back. Now 1st July. Avoid.
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Posted 4 years ago
Absolute joke!! Ordered a bike and paid. They took my money and then nothing. No confirmation email no nothing... after a couple of weeks I started to worry and tried to email Evans. THEY DO NOT REPLY TO EMAILS. So I tried to call them on the phone and THEY DO NOT ANSWER THE PHONE. They take people's money and then totally ignore them how the get away with it I don't know. Finally after 3 weeks of being ignored I get an email saying my order has been delayed until October!! Now in the process of trying to cancel and get my money back but again can't get them to reply to emails and they don't answer phone calls. AVOID AVOID AVOID!!!
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Posted 4 years ago
Evans Cycles is rated 1.9 based on 497 reviews