Evans Cycles bad experience

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ewssonaht
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Joined: Thu Jun 13, 2013 20:58 pm

Evans Cycles bad experience

Postby ewssonaht » Thu Jun 13, 2013 21:04 pm

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/ ).

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

This is where the horror with Evans... I emailed them as soon as i opened the box with pictures attached. Nobody replied so the next day i called after i sent even more pictures of the bike. The person that got my call looked at the pictures and with a dull voice told me they would call me back later when they had spoken to a manager. Nobody called me back so i called again to get a similar response only with a promise that they would call me within a couple of hours. Nobody called me of course so shortly before the customer care would close I made another call. I had to explain again the situation and this time the employee seemed more helpful and nice. She promised me they would call me back the next morning by 10. I explained to her (also on my emails) That I would accept a partial refund of 30% and a new rotor as being in Sweden would mean sending the bike back and waiting for a new one. (the 30% idea came to me after I checked their website and they list "soiled bikes" and even the ones that they sell for 30% off were in better condition than mine... )
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

Link to pictures
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...

MichelleEvansCycles
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Re: Evans Cycles bad experience

Postby MichelleEvansCycles » Fri Jun 14, 2013 12:16 pm

I’m really sorry to hear that you’ve had such a negative experience with us. We know how exciting a new bike is, and we’re really sorry that in your case the excitement was followed by disappointment. With regard to marks on the bike – we’ve now invested a great deal of money in special ‘shrouds’ which cover all bikes in our warehouse so they are protected during delivery, and we’re also ensuring all handlebars and saddles are wrapped so that white tape is not marked. I know this doesn't change your own experience (which we are dealing with) but wanted to assure you changes have been made. I am sorry that the advice you received from the contact centre was not consistent and I can assure you that this matter is now being looked into by managers and we are treating it very seriously.

Evans Cycles is a business with a 90 year heritage – we started as a small independent and though we’ve grown dramatically, we absolutely want to ensure we are still offering customers good and helpful service in all cases and that our customer care team recognise every customer as an individual. In your case, it seems you’ve slipped through the net – and I really hope we will be able to make amends for this.

All the best, and if you have any further problems (though I believe your case is now being dealt with and resolution will be swift) – please email evans.marketing@evanscycles.com

Michelle (Evans Cycles)

pdstsp
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Re: Evans Cycles bad experience

Postby pdstsp » Fri Jun 14, 2013 14:20 pm

ewssonaht that's a terrible way to be dealt with - sounds like customer services should be called something else. I am also shocked that a major retailer should try to pass used goods off as new. This compares so badly with the service associated with most small local bike shops. I really hope Evans pull their finger out and get your problems resolved - the bland message above is a start but doesn't really address the issue that the bike had been used then sold as new and doesn't touch on the fact that Evans did not return calls. Very shoddy.

MichelleEvansCycles
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Re: Evans Cycles bad experience

Postby MichelleEvansCycles » Mon Jun 17, 2013 07:45 am

Hiya - As I've said - we do apologise for this bad experience and our team are now well and truly pulling out our finger(s).

Our contact centre manager has spoken to ewssonaht - the bike is back with us, we've refunded him already and he is also being refunded the exchange rate difference. We offered a discount on a new bike - but ewssonaht has already bought a new one so would not like this. Furthermore, the department that issued the bike has had this flagged up as a serious error.

I can promise you we would not try to sell a used bike as new. Bikes have in the past become damaged in transit - hence the investment in shrouds which should eliminate this. In this case the damage was not picked up on - and this would have been entirely accidental. We have a 'soiled' bike section of our website where we sell bikes with scratches etc - this is where all damaged bikes we find go - and we would never knowingly sell one of these as new. If this were our policy the 'soiled bike' section would not exist.

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ugo.santalucia
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Re: Evans Cycles bad experience

Postby ugo.santalucia » Mon Jun 17, 2013 10:00 am

MichelleEvansCycles wrote: Bikes have in the past become damaged in transit - hence the investment in shrouds which should eliminate this.


A Genesis wrapped in a Shroud... that seems a bit of a mismatch between the old and the new Testament, innit?

ewssonaht
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Re: Evans Cycles bad experience

Postby ewssonaht » Mon Jun 17, 2013 10:03 am

Hi Guys,

The matter is now resolved.

Evans offered me a refund of 45 British pounds. After checking with my bank's exchange rates I told Evans that I would be OK with 40 pounds as that amount would cover all my losses with them and my goal was not to exploit this situation and make any profit.

They also offered me a new bike with a discount (do not know how much the discount would be if I chose to do so as I did not proceed with that option). My choice to not proceed with Evans again, is mainly due to the fact that I have already ordered the same bike from a Swedish supplier and I honor my agreements as that store is importing the bike just for me directly from Genesis (I have not yet paid them so i could easily bail). Again my goal was not to gain money or get a discount, but have a bike to the state that I paid for.

I am still not convinced that this is damage that was from Transit, and frankly I was happier with them this morning after I got a call for the refund. Now that I read MIchele's reply that it was during Transit I do not know... But most of you here know enough about bikes to judge for yourselves.

Mistakes can be made from any company and no matter how safe a business process is or how trained your personnel is. The way you handle your mistakes though and unhappy customers, is something you need to look into. It can't be by chance that Evans has such a low score on trustpilot.co.uk while other stores have high ones.

Since I like to be fair, I do not know if that matters at all to you, but Sara was the most helpful of all the agents I spoke to.

Thank you all for the support and the hospitality on this forum.

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Pross
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Re: Evans Cycles bad experience

Postby Pross » Tue Jun 25, 2013 16:07 pm

ewssonaht wrote:I am still not convinced that this is damage that was from Transit, and frankly I was happier with them this morning after I got a call for the refund. Now that I read MIchele's reply that it was during Transit I do not know... But most of you here know enough about bikes to judge for yourselves.


Suggest you read again, she didn't say it was damaged in transit she said bikes do become damaged in transit and that if they do they get sold as soiled.

michael_roadie
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Re: Evans Cycles bad experience

Postby michael_roadie » Sun Aug 04, 2013 09:15 am

One thing to note is that Evans allow bikes to be taken on test rides. This is great for those with access to the stores, but as a consequence a given bike can be built/taken out on test rides/dismantled/transported to another store/rebuilt/test ride/dismantled/rebuilt and so on and so forth. And these bikes are sold as new. As a result there is the potential for a new bike bought from Evans to be not completely clean and potentially have some scratches or nicks here and there - though certainly wouldn't expect it in the condition of the photos above.

What I've written above is based on my experience of buying a bike from an Evans store and speaking to staff members about the process of getting the bike in to test, as well as eyeballing the bikes.

FatTed
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Re: Evans Cycles bad experience

Postby FatTed » Sat Aug 31, 2013 22:35 pm

Ordered a Castelli Espresso Due delivered in record time, certainly far faster than Ribble and cheaper. Unfortunately they charged me 17 GBP by mistake, which they will refund, but only to my credit card which will put me out of pocket by around 140 p (exchange rate charges on credit card) which is a little irritating and I have to phone them from NZ to get the refund!

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meursault
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Re: Evans Cycles bad experience

Postby meursault » Sat Aug 31, 2013 22:55 pm

Seems like the issue dealt with professionally. Nice to see a spokesperson from a retailer respond too.
Superstition sets the whole world in flames; philosophy quenches them.

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bendertherobot
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Re: Evans Cycles bad experience

Postby bendertherobot » Sun Sep 22, 2013 11:54 am

FatTed wrote:Ordered a Castelli Espresso Due delivered in record time, certainly far faster than Ribble and cheaper. Unfortunately they charged me 17 GBP by mistake, which they will refund, but only to my credit card which will put me out of pocket by around 140 p (exchange rate charges on credit card) which is a little irritating and I have to phone them from NZ to get the refund!


Not really following. They charged you £17 for a £170 jacket?

or £17 more than advertised?
My blog: www.roubaixcycling.cc (kit reviews and other musings)

FatTed
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Re: Evans Cycles bad experience

Postby FatTed » Mon Oct 21, 2013 02:15 am

charged me twice, 170 and 17 for a 170 jacket

FatTed
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Re: Evans Cycles bad experience

Postby FatTed » Wed Oct 23, 2013 08:17 am

Happily resolved with a little extra to cover inconvenience, credit card charges etc
happy to purchase from Evans in the future.

The Mechanic
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Re: Evans Cycles bad experience

Postby The Mechanic » Wed Nov 06, 2013 15:35 pm

I think we have to accept that everyone makes a mistake now and then. The good guys rise to the top because of the way in which they deal with the mistakes. It seems like Evans have sorted this in the end but should have done so earlier. I guess that make for a neutral result. I had a similar iisue with Evans, not concerning a bike, but it was eventually sorted and I was happy. Ergo, I will use them again.
I have only two things to say to that; Bo***cks

barrybarryr
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Re: Evans Cycles bad experience

Postby barrybarryr » Sun Nov 17, 2013 11:47 am

I've just bought a Trek Madone 3.5 from Evans and whilst I love the bike I am not particularly impressed with Evans service.

The bike was ordered and took a week to arrive. When it came into the shop it was dirty like in the pictures of the original poster. The mechanic in the shop tried to tell me that it was just dirt from his hands when putting it together, but this was a load of crap. Anyone who rides a bike knows what has and hasn't been used!

If I order a bike as new then I expect it to be new, not a shop demo one. If it is a shop demo one I expect to be told it will be a demo one at the time of order and for it to be sold at a price that reflects that. The staff member told me that they have no control over what is sent from the warehouse and called my bike a "sleeved" bike.

I've kept the bike because it is the one I want, I have to use an Evans Ride2Work voucher and because it is a 2013 bike I was significantly discounted over the 2014 model but that shouldn't matter or excuse Evans shoddy service.

If it wasn't for the fact my work insist on using the Evans scheme and I had already got the Ride2Work voucher I would had told them to get stuffed.

I can't recommend anyone use Evans to order "new bikes".

philhumphrey
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Re: Evans Cycles bad experience

Postby philhumphrey » Mon Mar 03, 2014 14:35 pm

I have to say, that unfortunately I've just had a bad experience with Evans Cycles recently.

I ordered a set of Enve 6.7 carbon road wheels, which I was pretty excited about. I paid extra for the 4 day international shipping option, as I was due to pick up my new bike that weekend.

Well upon arrival, and opening the box I was pretty shocked to see scratches, marks and at least a couple of what looked like impact marks on the wheels. As you can imagine, I was pretty disappointing.

Anyway, I rang Evans and spoke to a helpful chap and arranged to send in some photos of the damage.
That evening I sent the photos, and then followed up with 2 or 3 calls to work through the issues. Every time a different person, and they didn't seem to be able to find my photos. I was told someone from warranty would call me, and that never happened either.

Anyway a couple of days later (I've been calling them since then) I get what looks like a generic reply email, telling me that the damage looks "purely cosmetic" and i'm offered a voucher as a goodwill gesture.... :|

After speaking to two more people in the contact center following this, it seemed very clear from their attitude that they really wouldn't help me anymore then that, and they were really not keen on warranty or return.

But with the original bike pickup date now passed, a new one provisionally planned, and facing the prospect of not having a wheel set (I live in Switzerland so sending the wheel set back would potentially cost me days or even weeks of delay), disappointing and let down as I was, I didn't see any other option than to accept their voucher and have the wheels fitted. Which I did, and then took them to the bike shop for fitting.

This is when bad turned to worse, upon attempting to fit them (to a 2014 BMC SLR01), I get a phone call to tell me that the Chris King hub is 10 speed, and not the required 11 speed, plus the Enve skewers are missing..... Enve skewers come with all Enve wheels. So I need to pay for a set separately.....

All CK R45 hubs have been 11 speed compatible since early 2013 however these hubs appear to be old ones (?!?), and i'm told by the LBS I need a conversion (the freehub conversion to 11 speed cost me an additional £200), so now i'm really annoyed, and call once more.

I explained the situation, and that I was expecting a new wheelset which is 11 speed compatible, only to be told that this was a 2013 model (I doubt that, as they were 11 speed then, and it doesn't specify that on the site) and they will not compensate for the conversion (it also doesn't state 10 or 11 speed on the site anywhere).

So at the end of the day, I have a wheel set which has damage, old hubs and missing skewers. These issues mean I'm out of pocket by several hundred pounds (£200 for the conversion, £50 for the skewers), and very disappointing.

Not at all what I expected from Evans, who I've always had good experiences with in the past.

Gethinceri
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Re: Evans Cycles bad experience

Postby Gethinceri » Mon Mar 03, 2014 20:47 pm

Let's hope Michelle still works for them, looks like she's a dependable asset to them.

philhumphrey
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Re: Evans Cycles bad experience

Postby philhumphrey » Wed Mar 05, 2014 21:17 pm

I hope so, as I'm really not happy now.

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giant man
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Re: Evans Cycles bad experience

Postby giant man » Mon Mar 10, 2014 16:36 pm

Gethinceri wrote:Let's hope Michelle still works for them, looks like she's a dependable asset to them.

Not really, cos they're still getting it wrong!
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Gethinceri
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Re: Evans Cycles bad experience

Postby Gethinceri » Mon Mar 10, 2014 20:37 pm

What I meant was that everyone else from Evans who's been involved is clearly a dick.


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