Evans Cycles - Delivery Hassles

[Paul Walters]

My GF ordered a soft shell jacket from Evans last month. It was eventually dispatched and did arrive a few days later. However, it was way too small, so she sent it back........ she rang them today, over a month later, as her bank statement shows the refund had not been made. Evans initially denied receiving the jacket, but then rang back saying they had it..... and asked what she wanted to do about it.

The second guy she spoke to was quite rude about it all, and upset my GF, who had asked for a refund when she returned the goods.

The matter is resolved now but has anyone else experienced poor customer service from Evans ?

 

[philipbh]

Well, sort of - they can be a bit laid back with delivery

1. My Bike and accessories hadn't arrived within the stated time so gave them a call

Evans: Its in the warehouse being picked - it will be with you next Monday

I take a days holiday and wait in vain

The bike arrived on Tuesday

2. The shoes on the order didnt come in the big box with everything else

Called Evans - "they are in the warehouse so they should be with you next week - so I offered to COLLECT them, which was no problem as I had the invoice / order docket as proof

3 weeks later Mrs BH says - what have you been ordering? - Nuffink I say, except there is a box waiting for me at home -- from Evans --- its THE SHOES!

I did the decent thing and took them back - but the guy behind the counter was sceptical but took them anyway.

Ordering / Warehouse Management could do better in my opinion - but as they are a big organisation, they will be able to point to thousands of satisfied customers, blah blah

Customer Service is no place for rudeness however - if she is minded to then your GF could write a sharply worded to note to the CEO and register her distress (expect Evans vouchers by way of compensation though)

 

[Crankarm]

I ordered a Crumpler case in their sale. When it came it had obviously sat on a shelf for ages and was pretty grubby, so I sent it back. They refunded immediately with no fuss.

But did they refund your postage? I sent some Endura MT500 over shoes back to them that were faulty, eventually they sent replacements, 6-7 weeks later, but refused to refund my postage despite being in breach of my statutory rights. I wouldn't ever use Evans mail order again. CRC, Merlin, Wiggle - no problem. If things go wrong it gets sorted so you can buy with confidence. But Evans - no.

 

[Crankarm]

I don't think they did. I didn't bother asking. They're legally obliged to though.

Indeed they are, if items are incorrectly supplied, do not meet their description or are faulty. My return postage cost was about £3.40 IIRC. The overshoes cost something like £23, so that's approx a 15% hit for me which they should have paid and 6-7 weeks during december and january 08/09 of wet and frozen feet before replacements arrived. No apology either .

Contrast this with Vaude where, unfortunately I had to return a pannier (see Touring and Expedition forum), who were brilliant replacing promptly and refunding my return postage and packaging costs. Again buy from them with confidence. Another manufacturer that takes customer serivce and satisfaction seriously, unlike some.

 

[rusky]

I ordered some Grangers re-proofing stuff & emailed them a week later as it hadn't arrived. I was told that they had to wait 15 working days (even though RM delivr on a Saturday) before they would consider it lost.

Emailed them yesterday as it still hadn't turned up & got an email saying they would resend via UPS.