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

“Paid up installments to the sum of £700+ on a £1500 bike and never recieved the bike. There is no phone number to contact them and they just give you the run around when they finally reply to email. Still waiting on my refund. Absolutely hurrendous customer service.”

Helpful Report

Posted 4 years ago

“I feel sorry for all those having major concern with this unethical business. They are a bunch of liars. I hope that this gives you an idea of what kind of individuals are you dealing with. To whom I may concern, Find below my resignation email. I believe that as business you must realise of the importance of: 1- Customers; are the ones who pay the lifestyles of their employees and in some cases even employees families. 2- Store employees; are the face of the company, the only asset, since without us stores would not open, bikes would not get build or repair and customers would not get served by knowledgeable, motivated assets. Overall a business will not run. Basic moral ethics have to do with distinguishing the difference between “good and bad” or “right and wrong. Very clearly the company for the past 15 weeks has not been able to distinguish the above. Furthermore , two emails I sent explaining how challenging is to work in Hendon under cero internal support, not action was taken. It’s shameful to read customer comments in Evans Cycles social media platforms as well as facing them on a daily basis. It is extremely challenging when the vast majority of customers treat you you like it is your fault that their bikes are not delivered yet, that their home delivery orders cannot be tracked in store, that their V12 finance refund has not been done or RTW (others) have not been cancelled or refunded, that they cannot get hold of anyone at head office and customer contact centre. It has come to a point that they just vomit their frustration with the company on you. As you can imagine and understand, all this has a limit. Their greetings tend to be “ where is my bike” “give me a number or email that I can contact “ “webpage says...” I cannot longer be suffering of anxiety, distress and disrespect at a workplace and a company that is soul destroying. At the time being I need time to recover my mental health and family. At the present time, I’m not mentally fit to be part of this unethical business. After, several weeks of daily harassment from customers and company, today Friday July 31st 2020, my journey with Evans Cycles has come to an end. Yours sincerely,”

Helpful Report

Posted 4 years ago

“Evans of Cambridge sold me a bike on 6th July promising a free first service. Only they failed to mention their intention to close the store on 14th August. When I emailed to ask about the service, they told me to take it to Milton Keynes, a 100 mile round trip (200 if I have to leave it). This is just walking away from what they promised. Of course I will have to pay a local store to do what they promised when they sold the bike.”

Helpful Report

Posted 4 years ago

“Big thanks to Dan at Evans' Mortimer Street, branch in London's West End today (Sunday). Had two broken spokes and was sorted out in thirty minutes for the long ride home. He also went to the trouble of truing the wheel to perfection and was really obliging throughout. A reminder that Evans has some good people and that personal service is still there.”

Helpful Report

Posted 4 years ago

“I I visited the Crawley warehouse store and received outstanding customer service. Not only were the staff genuinely interested in my bike and requirements, but they provided the small part I needed without charging me as it was described as a “workshop spare part”. A complete contrast with my local bike shop who were totally disinterested.”

Helpful Report

Posted 4 years ago

“Evans, sell me a bike. "Lost it in transit" after 2 months of waiting and 5 weeks after holding my money. Receive a refund on the same day I notice the bike I paid for goes live back on sale on the website. Refunding me and then reselling the item on the market the same day because they said they don't have the item?!? Evans told me to take my money and go away, come back in the Autumn when they have more stock. Talked to like sh**! How can you actually treat customers so badly.. They wouldnt dare speak to me on the phone or in person like that. Just hide behind emails and no attempt to get me a bike solution of any description, which was possible. Something doesnt sit right here Evans. Big enough to not care about individual customers. More than 30 years my family have used Evans. Not any more. Disgusted!”

Helpful Report

Posted 4 years ago

“The mechanics have broken 2 of my bikes. On one they threaded a screw hole on the frame and rather than fix it put in a small screw thats was only just screwed in, If you need a bike fixed don’t use them.”

Helpful Report

Posted 4 years ago

“Do not buy a a bike from Evans the worst company I have ever dealt with”

Helpful Report

Posted 4 years ago

“I brought my new bike to the shop for a check up, and they broke my bike. They blamed my bike to be "low-end" (which is, according to the sales person, of great quality and should last longer than other brands) and therefore is prone to break down. I left it for repair and they told me it will return in 14 days. Today is the 14th day and when I called, they told me they are still waiting for the manufacturer to reply and do not know when it will be back. Very unprofessional technicians and very un-constructive customer service. They are not trying to solve the problems and just repeat the words such as "it is completely out of my hand", or "this is the policy". They do not give any useful advice or information to try to soothe the customer. Very very bad service. Do not recommend. Will not buy from them again.”

Helpful Report

Posted 4 years ago

“Poor service. Bought my mountain bike at Evans Cycles in January and took it it in for it's first service. Bike was running perfectly beforehand yet when I went to collect it was told it they had found a common manufacturers fault and that they would make a claim for and replace the part. They had to order the part which they said would be max 2 weeks. I was able to take the bike back until the part arrived but on the very next ride the bike suddenly wouldn't go into the 2 high gears. This fault only occurred after the service by them which was the "fault" they said they had discovered. The bike should have been fixed at the beginning of March but they never got the part in nor did they ever contact me. Covid restrictions then came in at the end of March so the bike was left with this new fault throughout the lockdown period. I tried contacting them when they reopened but no one answered the phone. I had to drive 30mins to the local store only to find out that they have had the part in all this time. I then had to come back on the Saturday for them to replace the part which they said would be a 2 hour job so I said I would come back the following day to collect. However, I was told not to come in until they rang me in case there had been any issues. I waited a week with no emails or phone calls from them so I had to drive in once again to speak to them. They then discovered the mechanic had put that part on someone else's bike and I was told they would fix the issue but to come back next day again. Because I then complained about the situation they took a wheel off one of their other bikes and replaced it. I took the bike out for a ride a couple of days later and discovered it now has a creaking noise on or near the head stem. Again they are not answering their phone nor replying my emails”

Helpful Report

Posted 4 years ago

“It all started one day on my usual 20 mile cycle home from work when I looked up at the Glen and thought that I was getting too old for this four mile, steep climb every day. There had to be an easier way. Having researched the market I then hired an ebike from a great we company to test it out. The test was successful so I opted to buy an expensive e-bike from Evans. That where things started to go downhill, if you pardon the pun. I bought an ebike from Evans less than a year ago at a cost of around £3500. The purchase did not go particularly smoothly with the bike not being delivered on time and going missing somewhere. Despite that, I had communication from Evans asking me to go to the shop to collect it. I phoned the store to confirm the appointment but was advised that the bike was not actually there. Customer services investigated and found the bike. It turned up some days late and I picked it up. So far, pretty mediocre service and these things sometimes happen. At the first service, I asked the store to check out a noise that sounded like a biscuit tin full of spanners being dragged behind the bike when I reached a certain speed. I was told that this was "normal chatter". Having ridden other bikes of the same year and type as mine, I did not experience that noise with any other bike. I just lived with that. Then the front Maxle became faulty whilst the bike was under warranty - that's the axle that holds the wheel on. I contacted the shop who asked for photos and then for me to send the part to them. I asked how long it would take to have the new part returned and was advised that it would be around three days once my old damaged part had been received. I sent it off and was advised that the warranty claim had been approved. At that point, I was asked if I would like a cheaper, non-quick release replacement like the guy in the bike shop used but I said that I'd prefer the original type as a direct replacement. When I did not hear within the specified time for the replacement, I chased it up to be "reminded " that this was a gesture of goodwill in a communication that had a hint of attitude. It has now been over two months without the axle of my bike and Evans are predicting that it will be the end of this month before the part is in stock. So within the first year, I will have been without the replacement axle for my bike for around 3 months. I then contacted customer services who blamed the fault on user error despite numerous public posts and advice from another bike shop that this happpens all the time with these. When the length of delay became clear, I asked for my axle to be returned to use meantime only to the told that it had been destroyed. I asked for one to be harvested from a bike in their stock. There was no response to that. Customer services offered to solve the problem by telling me that there were none of these parts in stock and advising me that I should source and buy one myself and that they would then refund me. Having already been given different and conflicting information I was not confident that this would be done, particularly given the attitude of the customer services person that I was dealing with. I have reached the end of the road with customer services apparently which culminated in the member of staff stating that I had over-tightened the part that led to the damage. That is quite a bold and unfounded claim to make since this was the first front wheel puncture that I had had. The wheel was put on and the axle tightened by whoever built the bike. Who do you suppose that was? My options are apparently to buy the part myself and receive a refund or wait for almost another month and get the part and a voucher when it is in stock. A voucher? To spend in Evans and receive this level of service? One can hardly contain the excitement. So the next option may well be court action but even when asking for the relevant company details, customer services didn't know what information I was asking for. It was part of the email that I sent. I pointed this out. The customer services person then emailed to say that the system was on hold, could I send my questions again and they would be responded to in three working days - simply to give me details of the company with a view to raising an action. I am underwhelmed by the attitude and service provided by this company but don't let my experience influence you. You can make your own decisions as to whether you wish to deal with this company. A one star rating is a star too many for my experience.”

Helpful Report

Posted 4 years ago

“Hendon store never answers the phone (call attempts now 50+) and no email, so cannot arrange to pick up my bike, which is essentially being held hostage by them now. If Evans Cycles cannot provide the required services relating to selling so many bikes, they should probably not continue selling. Not good enough.”

Helpful Report

Posted 4 years ago

“Literally go anywhere else for your bike if you can. Evans are an absolute disgrace of a company! They will get everything wrong and not help you fix it. Their phone lines are closed indefinitely and they take 2 weeks to respond to emails. And they will pass you around to various customer representatives. I ordered my bike on 8 May. No signs that it will arrive anytime soon as it has now gone out of stock.”

Helpful Report

Posted 4 years ago

“These guys should be ashamed of themselves. They handled Covid about as well as Boris Johnson. Little of no comms, delayed response and 3 month for delivery. Shambles.”

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

“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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

Posted 4 years ago

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