Evans customer service

[NorthernDave]

I placed an order with Evans Cycles online last weekend for some SIS products, and if you spent over £10 they'd throw in a free SIS Pro water bottle, so I entered the promo code, sat back and waited for delivery.
On Wednesday a box turned up with all the stuff I'd paid for, but not the "free" bottle.
I messaged them via their website asking if they could follow up why the bottle was missing, but I've had no response at all - not even an acknowledgment.

So, I was wondering how long to leave it before chasing them up - has anyone had prior experience with them for missing items?
It's the first time I've ordered from them online, so it's all a bit disappointing to be honest.

 

[bikingdad90]

Ring customer service and complain, dont just accept an apology, lay it on thick.
My bike lock was delayed on my first order and I got a voucher as goodwill.

 

[adamhearn]

Perhaps there was a "whilst stocks last" limit on the free bottles? It was worth £2.99 at best so whilst I'd certainly ask them where it may have gotten to I wouldn't personally spend a huge amount of effort on it. It's how a company deals with a problem that sets it apart from the bad ones and not responding to a message is poor.

 

[winjim]

I've dealt with Evans customer service a couple of times, mainly because I tend to buy quite a lot from their soiled and ex-demo section. They've always been friendly, professional and helpful. I really rate them..

 

[Pro Tour Punditry]

I've never had any issues with Evans; have had cause to contact their customer service a couple of times and everything resolved very quickly - items "lost" in post, no quibbles, sent the same day by next day delivery. I've also emailed them a few times to ask questions and the response has been very quick. I'm more inclined to use them than other online retailers. Or I would be if I still cycled.

 

[Lonestar]

Mainly got on well with Evans,not too many problems.Bought more than one bike there.I think possibly four out of the last five bikes I have bought there.(Waterloo)

 

[beachy]

it amazes me why people e mail, message etc etc and expect an immediate reply. I would have telephoned them immediately once you knew the order was incorrect. I would be confident this would have brought a more positive response with a one to one call.

 

[NorthernDave]

Perhaps there was a "whilst stocks last" limit on the free bottles? It was worth £2.99 at best so whilst I'd certainly ask them where it may have gotten to I wouldn't personally spend a huge amount of effort on it. It's how a company deals with a problem that sets it apart from the bad ones and not responding to a message is poor.

That's a good point, so I've checked and the offer is still on with no mention of a limit, other than the offer is on until 31st August. As you say it isn't the cost, just the principle of it.

I'll give it until Monday and call them, see what they say.

Thanks all.

 

[NorthernDave]

it amazes me why people e mail, message etc etc and expect an immediate reply. I would have telephoned them immediately once you knew the order was incorrect. I would be confident this would have brought a more positive response with a one to one call.

It was late when I got home from work and opened the box, so calling there and then wasn't an option.
I appreciate your point but Evans are a big company and I've waited a couple of days, which should be ample time to at least acknowledge the query if not respond fully.

 

[winjim]

Did you add the bottle to your basket when ordering? Does it appear on your invoice?

Also, the website contact form should generate an automated acknowledgement email response as soon as you send it, so if you haven't had that it's possible it didn't get sent properly. I'd just try again.

 

[jay clock]

My local Evans near the office is excellent. Very knowledgeable staff who like cycling

 

[xxDarkRiderxx]

Never had a problem with my local Evans in Crouch End and Liverpool Street. Two of my bikes I purchased from them and one from Cycle Surgery, both shops have been given great customer service, One bike had a slow puncture after I got it home and they just gave me a free inner tube, and I ordered some chain links online which didn't come in the time required and they replaced them free.

Hope it works out.. I have to admit buying less from stores and more online now.

 

[NorthernDave]

Update - there was an acknowledgment email, but it went straight into my spam folder meaning that I missed it. That's my bad.

Even better though is that I had an email from Evans yesterday saying that they are unable to explain why the bottle wasn't sent, but that they are sending one out and I should have it in the next few days. So all good!