Hi guys I just want to share with you my bad experience with Evanscycles as i feel like it is worth knowing how the company serves customers when it comes down to resolving an issue.
I am not in the UK (so sorry for the not perfect English). I placed an order for a Genesis Day ONE Alfine 8 bike for a total of 1169 pounds. I received a bike home one week later. Like a little boy on Christmas eve i opened the box... To my big disappointment the bike was used (Ex demo) (See pictures on the gallery here http://postimg.org/gallery/b69fdj18/ ).
She told me that she would have to speak to a manager about that.
The next morning at 13:00 after receiving no call again I decided to call again the CC and ask for the same employee. She came to the phone and offered me a 100pounds refund and no rotor (I would have to pay 30 for that). That because the damage was "only cosmetic". I told her that this is more than unacceptable and i that i wanted a full refund. She arranged it for me without explaining anything to me about the process and the refund, while letting me know that they do not book a time for picking up the bike, rather they book a day (YES, a whole day...)
What is important is that the whole time i felt i was treated as if i was lying and no apology was actually made nor comment about the condition of the bike, mainly tried to convince me to keep the bike as is. Also nobody ever called me back or wrote back to me fast, just some emails with a wrong name and clearly copy pasted from another case. The customer care experience was horrible and indifferent to the point that i thoought that i was getting scammed and they were stalling. The only thing that gave me peace of mind was that I knew they are a big chain.
NOTE that biking is my way of getting around town and going to work, i have no car or any other mode of transportation...
What this has cost me
http://postimg.org/gallery/b69fdj18/
I hope this story makes people more aware of the bad service that Evans seems to be providing. After my experience i googled around and they do not seem to be getting great reviews, but little did I know, i was only after price...
I am not in the UK (so sorry for the not perfect English). I placed an order for a Genesis Day ONE Alfine 8 bike for a total of 1169 pounds. I received a bike home one week later. Like a little boy on Christmas eve i opened the box... To my big disappointment the bike was used (Ex demo) (See pictures on the gallery here http://postimg.org/gallery/b69fdj18/ ).
- Dirty saddle (pictures taken after i cleaned it as it was the first thing I got out of the box and thought it was just dirty from the box
- Front rotor unusable so wrapped that it was moving the caliper in every rotation
- Scratches on the frame
- Logos on cranks faded
- Tires dirty from use
- Cranks have hits from cleats?
- Dirty bar tape
She told me that she would have to speak to a manager about that.
The next morning at 13:00 after receiving no call again I decided to call again the CC and ask for the same employee. She came to the phone and offered me a 100pounds refund and no rotor (I would have to pay 30 for that). That because the damage was "only cosmetic". I told her that this is more than unacceptable and i that i wanted a full refund. She arranged it for me without explaining anything to me about the process and the refund, while letting me know that they do not book a time for picking up the bike, rather they book a day (YES, a whole day...)
What is important is that the whole time i felt i was treated as if i was lying and no apology was actually made nor comment about the condition of the bike, mainly tried to convince me to keep the bike as is. Also nobody ever called me back or wrote back to me fast, just some emails with a wrong name and clearly copy pasted from another case. The customer care experience was horrible and indifferent to the point that i thoought that i was getting scammed and they were stalling. The only thing that gave me peace of mind was that I knew they are a big chain.
NOTE that biking is my way of getting around town and going to work, i have no car or any other mode of transportation...
What this has cost me
- 38 pounds lost to the bank due to the currency exchange. I sent 12100 sek and received 11735 sek back (banks fault but irritates me the fact they did not even apologize)
- 21 days with no bike and no money to order a new bike
- 4 hours on the phone
- 1,5 days off to wait for a delivery and to wait for their pickup van (these days off cost 200pounds if I decided to get them paid)
- My nerves
http://postimg.org/gallery/b69fdj18/
I hope this story makes people more aware of the bad service that Evans seems to be providing. After my experience i googled around and they do not seem to be getting great reviews, but little did I know, i was only after price...