Evans Cycles poor customer service

[cyclist]

Make sure you are fully aware of their exchange/ credit note policy on any item .
If you are buying direct from one of their shops .

I went to Evans Cycles to fix my bike, only to discover that I cannot book bike service in the shop, I have to do it online.

I went later to buy bottle cages, and saddle bag then I was told that there is offer to click on a screen and I may get freebies. I clicked and my freebie was bottle cages and saddle bag. I told them in that case, I would like to return the bottle cages, and I am happy to keep the saddle bages. I was then notified with their return policy issue. Though, I did not leave the shop, I could not return what I have just purchased which was still on the till.

The Evans salesperson tried to convince me that the bottlecages that I bought are better, and that the free ones are bad, and that I should stick with them. Another salesperson, started dressing another team member for letting me click on their freebie wheel app, as I have only bought bottlecages and saddlebags, which is the stuff available in freebies anyway.

I was curious about their return policy, they told me that there is a statement at the door, which was there. Also, I learned that their return/credit policy does not apply to bicycles, so once a bicycle gets out of the shop, it cannot be returned on their credit/exchange policy, it can only be returned if there is a major mechanical fault with it, that cannot be remedies.

I was generally disappointed, with the demeanor, and the service. I remember a few years back their service was a lot better than that.

[Nearholmer]

TBH, we (my other half uses the shop more than I) have never had bad experience, either of purchases, or servicing, up to and including my OH buying here bike there, and me buying one there too. They’ve been very helpful when I’ve gone on the scavenge for things, finding me end-of-line lights, and shoes at discounted prices.

When I bought the bike, in the shop it was labelled £100 (20%) more than on the website sale offer, so I asked them to match that, and they instantly did. The only sad part was that although there was nothing wrong with the design or build of the bike, I didn’t like the fit, which however much I adjusted everything was too stretched out for my tastes, so I sold it within six months!

So, they may be like many chain stores: variable according to the quality and mood of the staff on duty on a given day.

[foxychick]

They charge £20 to order a bike and collect in store and all other items are £5 to collect in store, there is a huge store in Saint Helens Merseyside with a fantastic selection of bikes, the staff are fantastic but the store must be making a huge loss as i have been in several times on a Saturday during summer and never seen more than 2 shoppers in ever.

[Redvee]

They charge £20 to order a bike and collect in store and all other items are £5 to collect in store.

That is a Sports Direct standard thing and they won't refund the carriage charge regardless. I was in a SD store and a customer was returning an item that had been sent out incorrectly, different size/colour to what was on the invoice, an error on the warehouse picker's part, not the customer.

My poor customer service happened when they had a load of 5:10 shoes going cheap, I was able to order my size but they couldn't deliver as the stock levels were wrong, a visit instore and a full refund was quickly issued.

[Snoopy]

In the Burton on trent shop the other day . 11 o'clock time on a weekend, I was out number 3 to 1 by staff.

[foxychick]

Wow rang Evans cycles at the Trafford Centre Shop and they want £120 for fitting a new chain and cassette, no internal cable routing either on my bike, that is a rip off on a monumental scale, bet the poor Mechanic is on the minimum wage.

[pjclinch]

Wow rang Evans cycles at the Trafford Centre Shop and they want £120 for fitting a new chain and cassette, no internal cable routing either on my bike, that is a rip off on a monumental scale, bet the poor Mechanic is on the minimum wage.

Is that for the fitting only, or including the hardware? if the latter, prices of chains and cassettes vary considerably so whether it's a rip-off would depend in part on what they're supplying.

Pete.

[foxychick]

Fitting only i kid you not.

[Snoopy]

[pjclinch]

Fitting only i kid you not.

Blimey.

(I'll do it for "only" £100 and give you a fee cup of pretty good coffee while you wait!)

[rareposter]

Fitting only i kid you not.

That cannot be correct - somewhere along the line, either at Evans end or yours, there's been some sort of misunderstanding.

Maybe they meant (or assumed you meant) fitting of a new chain and cassette as part of their "Ride Ready" service at £120 which includes the removal, cleaning and refitting of chain and cassette:
https://www.evanscycles.com/book-a-service

I think they've misunderstood what you're asking (please will you fit a new chain and cassette) and they've simply defaulted to their normal tier of servicing and said "yes, that's £120" which translates as "yes, we will do that as part of the £120 service".

Evans don't really like doing ad-hoc service work, they really steer you to their service packages. They also won't fit products that you've bought online and taken to them for fitting. They'll sell you the components and fit them as part of a service package but they won't take in your cheap internet deal parts and fit them for a nominal cost - which is another reason I think that "quote" for fitting a chain and cassette cannot be right unless it includes the cost of the items bought from them.

But much as it's always a popular internet pastime to bash Evans, in this case I think it's a misunderstanding.

[foxychick]

Got it done for £10 at the local bike shop.