Evans Cycles Reviews

Name: Evans Cycles
Address: Evans Cycles, Camino Park, James Watt Way, Crawley, Sussex
Rating: 1.93

1.9 Rating 491 Reviews

23 %

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

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“WARNING! DO NOT BUY A BIKE FROM EVANS CYCLES, especially using Cycle Scheme. I have never experienced such poor customer service, incompetence and stress through what should have been such a straightforward purchase of a product. To receive the Cycle Scheme voucher, you first have to calculate the total value of you purchase and confirm the order value to Cycle Scheme. This is presented on the voucher and you cannot go a £1 under or £1 over (unless you are happy to forfeit the difference). By the time the voucher arrives the products I wanted were either no longer available, or had changed price. You cannot top up or pay the incremental amount to meet the new total cost and what you are instructed to do by Cycle Scheme is cancel the original voucher and re-apply for a new one. After, several attempts of going through this ridiculously illogical process, I finally secured an order – this was mid-July 2020. At the time of purchase, the product was due back in stock October 2020 and would be available for collection shortly after. Finally, I was al least happy that I had secured an order (at least I thought so). Having chased Evans Cycles over the course of November (over email; they have no functioning call centre) to find out what happened to my order, they finally respond on 17 November 2020, informing me that the ‘Order does not exist’ and has been cancelled. Since they had partially delivered some items from my order, I am told I need to arrange for those items to be returned to Evans Cycles myself. Since this includes a large bike rack and we were in the middle of a pandemic, I thought this was fairly unreasonable, therefore requested they send a courier. A series of comical incompetences followed, including sending a driver who was unauthorised to collect any of the goods because he was told to collect the bike (which was the one item they didn’t deliver) and then being urged again to just return the items myself (reminding them once again that I could not even fit the large bike rack in my car). We are now nearing the end of Jan 2021; Evans Cycles have now collected the items that were delivered BUT they are still holding onto my £875. A disgrace considering they acknowledged their mistake; were happy to take my money when purchasing the product, but have shown no urgency in refunding. I will NEVER USE EVANS CYCLES again, nor will I recommend them to anyone. I will also advise all employees at work to refrain from using Cycle to Work scheme through Evans.”

Helpful Report

Posted 3 years ago

“Do not order from this company. They have zero customer service and are effectively running a scam. I ordered a smart trainer online in mid-November. This has still not arrived as at January 6th. Evans won't refund me as they say it is with the courier, but the courier doesn't know where the product is. Evans won't refund me until the item is delivered so I am out almost £500 until that undetermined time.”

Helpful Report

Posted 4 years ago

“Ordered a bike for my son for Christmas and told at time of order they had ten in stock,four days before Christmas I contacted Evans bikes Gatwick regarding my order and they told me they did not have this bike in stock and would not receive one for two months.Just to add Evans did not contact me about this issue.My eight year old son went without a main present this Christmas,A sad time as a parent.I am still waiting for my refund eighteen days later.Please avoid Evans cycles now owned by SportsDirect.”

Helpful Report

Posted 4 years ago

“Today Michael from Evans cycles trued the rear wheel wheel of my bike and didn't even charge me! I know it's Christmas time but still! : ) Also he fixed my wife's bike (gear service) the other week. Her bike is from the 90s and none of the gears were working. He was able to use an oil bath to get the gear leavers working like new. On a modern bike, or if he hadn't known to do this, then the leavers would have needed replacing. Also modern gear leavers don't work very well with old "chain shifters" so everything would have needed replacing. He was able to fix her bike without needing to place any of the parts! Amazing! :o)”

Helpful Report

Posted 4 years ago

“Such a poor service! And it is getting worse month after month. I bought two items on line. A couple of days later I received an email as these items were ready for collection. I went to the shop the following day and I've been told the products haven't been delivered. No explanation, no apologise. And the young guy on the counter was laughing with his colleague who was playing with his smartphone. So bad! A few days later, I found out the products have been delivered on time but the staff couldn't find them. And it is one out of many poor experiences. When you can, avoid Evans Cycles...”

Helpful Report

Posted 4 years ago

“I'm glad you are on this page because hopefully you have not ordered from Evans Cycles yet. DONT - especially online. I ordered a bike then had to cancel 12 days later. Despite numerous emails and promises from them, I have not had a refund. They blame IT issues with Paypal. I believe they have a internal finance policy of retaining cash on the books as long as possible to boost their reporting numbers or to mask cashflow issues. So unless you like stress and paying interest on something you don't have, avoid buying from this Company. BTW I would also not use Paypal linked to your credit card as this affects your section 75 protection rights. See moneysavingsexpert for details.”

Helpful Report

Posted 4 years ago

“Evans , A perfect example of a business that has lost its way ..Forgetting about the importance of looking after its customer base .Watch this space , they think they are doing well during Covid .. I dont think they will be around too mush longer, which is a shame considering how long they have been in the game .... bye bye.... very poor service, Don’t waste your time with their ride to work scheme.. They want you to loan up for many thousands ..... quite happy to share my contact details as follows. Lastly, yes your staff are totally disheartened..”

Helpful Report

Posted 4 years ago

“This company needs to do a better job at hiring people and not hire known pedophiles at their company.”

Helpful Report

Posted 4 years ago

“This company is okay if you are buying something, but try to return a faulty item!!! Returned a faulty light and heard nothing. Despite numerous emails and on line contacts, still heard nothing. Totally unacceptable - avoid this company.”

Helpful Report

Posted 4 years ago

“Oh dear. This company has gone downhill since being taken over by Sports Direct. It used to be easy to buy a bike from Evans using the Government's Cycle to Work scheme, where you get a voucher deductible from your gross salary. Well not any more. Sports Direct have imposed a set of rules and restrictions that make it a huge headache for customers and the retail staff (who, by the way, don't have nice words to say about Sports Direct). Now, if you want to order a bike using the scheme, you have to identify the exact bike (in order to ascertain the exact value to go on the Certificate), but you can't order it at that point or even place a deposit to secure the bike. You have to wait to receive the Certificate which can take 4-6 weeks. In my case, the bike went out of stock whilst I was waiting for the Certificate. So I now have a Certificate for £550 which I have already paid for via my employer, but I cannot order the bike as Evans can't process an order on an "out-of-stock" bike. No problem, you might think, as I could just wait until the bike is in stock and then order it. Not so. Because Evans in their infinite wisdom gave the Certificate an expiry date of 3 months after issue. So, if the bike does not come back into stock within the next 2 months (which may well happen as we're in Covid lockdown), I will have paid £550 for an expired/useless Certificate and I'll have NO bike. Evans won't allow me to order the bike whilst it's "out of stock". And Evans won't accept the Certificate after it's expired. What a ridiculous set of rules that create a problem that never existed when Evans was under previous management. It is such a shame as the retail staff in the shops are super helpful and knowledgeable. But they are being run and managed by morons at Sports Direct who think they are introducing efficiencies, but are in fact damaging their own business.”

Helpful Report

Posted 4 years ago

“Worst level of customer service I have ever encountered in my whole life. Avoid this company at all costs. Especially if planning to use Ride to Work vouchers. Ordered a bike, 2 weeks later it is delivered. The Bike was the las tone in stock as misadvertised as medium so it would sell. In actual fact is what an XL, very clever tactics. I was then stood up by the courier after having taken a full day off work to be around to answer them. The couriers arrived 2 days later and took the bike away. Evans then informed me that the bike i ordered is no longer in stock and i would have to go for a cheaper alternative or pay £100 more for the next model up as the cycle to work scheme had already began taking payments from me. this is an entire month since i initailly ordered. I argued this fact and said a good will gesture would be at least to upgrade me to the next model seeing as i had been messed about so badly and lost money from work. This is when i was responded to by an awful lady called Lucy, who was outright arrogant, rude and disrespectful. She had no idea at all of what had happened and had obviously not read the email threads as she then proceeded to say she had spoken to the courier to see if the exchange had been delivered to me yet. She made out i was the one in the wrong for being upset and she then accused me of lieing about email dates and demanded screenshots. No attempt was made to understand my frustrations and with all this said, its now over a month since i made my order. I have no bike. I am forced to cancel my order and the payments are being taken from my salary in the meanwhile. ABSOLUTE JOKE of a company DO NOT order any product with them unless you like being messed around and treated like a idiot!”

Helpful Report

Posted 4 years ago

“I agree one star is too many. First tried to get out of a repair of a bike bought from their store (nearly 2K). Poor communication - my bike has been in the Notting Hill branch for 8 weeks and now I have to order parts myself!! oh and the bill is now over £700 and I've had to pay for transport for 8 weeks. Give me strength.”

Helpful Report

Posted 4 years ago

“Really bad service. Not happy. They delivered the wrong back after a 2 week delay. No one is answering my email. The shop can’t do anything as I ordered online. I would not recommend buying anything online on the Evans Cycle shop.”

Helpful Report

Posted 4 years ago

“Shocking service...one star is one too many! Evans have really gone downhill. In years gone by I bought bikes and allsorts from them, but the current store is a pale reflection of how good they used to be. We ordered a bike rack online to be delivered to our local store for collection.. after a few weeks of not hearing anything we got in touch and they say they had tried to deliver to us but no one was home!! We explained that the rack was actually being delivered to the shop and they said they would look into it.... after another month or two there was still no news but plenty of lies (the rack hasnt come back to the warehouse yet etc). Eventually our patience ran out and we asked for a refund... and since then they stopped replying to our emails! So we are out of pocket and they are doing nothing. This is dreadful customer service.... I will never shop there again”

Helpful Report

Posted 4 years ago

“Really bad service and they cancelled my order!! Now can not get hold of them to complain. They have had all money 💰 with no chance of me getting my bike!”

Helpful Report

Posted 4 years ago

“Terrible stress caused by Evans Cycles. They have gone down hill and I've lost all confidence in them. I ordered a bike at the beginning of the month and it's still to arrive. I'm on the phone everyday to them, and it seems to be one excuse after the next. A senior regional manager got involved and I was assured that it would take 5 days. That has turned into 2 weeks and still no bike. I was told that there were numerous in stock, yet they haven't even got the couriers involved. ...Having to man the house to receive a delivery which they promise to make by the next day, and then the next, etc.etc. I would not recommend. Still waiting (over 3 weeks), and have not had an update with any idea of when I will receive my order.”

Helpful Report

Posted 4 years ago

“Utterly useless, avoid at all costs. Bought a bike and a few new accessories via my employer's ride to work scheme in June. The delivery on the bike got pushed back to November, at that point I was told my order had been cancelled. Decided to cancel my ride to work scheme, refund the bike and pay for the accessories (as I bought a bike elsewhere) as they said this was an option. After my employer contacted them they said I couldn't get a refund as I had also purchased some accessories. After some back and fourth finally they said to get my refund I would have to go in to a store to pay for the items, though they are unclear as to how that will work.”

Helpful Report

Posted 4 years ago

“Even the staff in the shop I just visited are embarrassed about just how poor Evans has become. Ordered a bike in July, told it would arrive late November. Emailed to check when the bike was due a couple of days ago and was told that my order had been 'cancelled'. Evans took my money in July and I found out my order had recently been cancelled only after having to chase for this information myself! Just went to my local branch to find out what had happened and if anything could be done, and the poor guy was embarrassed with the situation and told me it was not uncommon. Best of luck with these clowns - I genuinely do not think they have a clue what they are doing. They are not the company they used to be.”

Helpful Report

Posted 4 years ago

“Ordered a bike for my grandsons 8 th birthday. Advised that it would be approximately 3/4 weeks which would have been just in time for his big day. When it was delivered it was the wrong colour, bright yellow instead of blue and black. Tried to find a phone number but couldn’t so had to email. It took 3 days before they responded and then not to apologise but to say that if I wanted to keep it then they would offer me a £15 discount! When I said I needed a replacement and fast they messed about for a week before they then said they didn’t have it in stock. My belief is that they never did and were trying to get rid of old stock. I asked them to arrange for a courier to come and pick it up and they told me I had to arrange that. After threatening them with trading standards they did eventually pick it up but it took 4 weeks before I got my money back. Customer Service? An absolute joke. Do not use them, deplorable.”

Helpful Report

Posted 4 years ago

“This review is only due to Customer Service or complete lack of. I have an 10 year old Pinnacle bike bought from Wandsworth Evans. With a lifetime frame warranty. Upon adding wide tyres it apparent apparent that the rear wheel was misaligned in the frame. Contact Customer Service - take into local store. Taken into local store (Crawley) Warranty refused, agreed the frame was misaligned but due to me reporting too late declined. Workshop were great, apologies from them, unable to give detail just relay message. Told to try customer service to discuss. Contact customer service again explaining story to date. Told that I need to go back to store I purchased from. Told them this was closed. Told to take to local store as head office cannot comment. Told them Crawley was local store. Asked them for contact from warranty team to discuss? Asked them for frame warranty exclusions? Ignored. From the start I outlined I was not after a refund or exchange. But options under frame warranty. Emily who I dealt with never did anything other than repeatedly reply with options that tried to pass the problem elsewhere. And then ignored me. So disappointed - on the basis of after sales support from head office I would never buy from Evans again and recommend you do not do the same. No ownership of problems, no willingness to even have a discussion. Hide behind emails, no phone contact. Support local bike shops, same stock but they care!”

Helpful Report

Posted 4 years ago

Evans Cycles is rated 1.9 based on 491 reviews