Do not give your business to this place.
My partner bought me a £55 voucher for a silver service at the Canary Wharf branch of Evans. I went in to book it but, as is usual for that particular branch, the wait was a week. During this time, my bike was stolen.
I cancelled the service immediately and have since been trying to have my voucher refunded. This has proved an absurdly frustrating experience.
There is nothing on the vouchers or in-store to say that they are non-refundable. I was told in the store that I should be able to have them refunded, but that I had to go through head office. Head office, however, keeps sending me back to the branch and/or tells me that vouchers are non-refundable - despite my clearly extenuating circumstances and despite the complete failure to make this clear on any of the paperwork. They say it is clear on the website. It is not.
The voucher was clearly and openly bought at the time as the equivalent of a service voucher - in the absence of any formal option to do that.
The customer relations team has been outright rude every time I have contacted them. All they do is keep repeating it is company policy not to refund vouchers. I would suggest that a better company policy would be to use a bit of discretion and not treat customers as idiots.
Taking £55 without any service rendered is THEFT.
The short version. I bought a Specialized Sirrus Elite 2011 Bike on the 4/10/11 from Evans York. There was a recall on the front forks that should have only taken about 3 weeks.
25/10/11 I phoned the store and was informed that the forks would be at least another week. I contacted Specialized myself, they had the replacement forks in stock from August.
After an email from Evans Customer Relations Manager, stating that "providing a high-level of customer service is Evans Cycles primary concern" and an overnight shipment from Specialized my cycle was ready.
29/11/11 at collection but my new cycle came with a large number gouges and scratches all over the frame, so another, new one was ordered which would be in 3/11/11 if I was lucky.
I finally collected my new cycle on 5/11/11
You would think that in the middle of a recession, a company would be bending over backwards to keep customers new and old happy. Not Evans. Trust me, IMHO Evans do not care at all. They just want your cash and then you can go and rot. Go elsewhere, anywhere else and get real customer service, as this company will soon out of business at this rate. The bike is ruddy brilliant.
I was jumping for joy when I found out that there was an Evans opening up literally 400 metres up the road from where I worked. My girlfriend at the time knew that if I told her I was indulging in some 'porn' (apologies for any offence) it actually meant I was in a bike shop or somewhere else admiring carbon fibre, cnc'd aluminium and all other things bike related.
I went through a phase where I went in there at least once a week in my dinner hour (It's starting to sound like I have a problem isn't it!) and I generally found an excuse to buy something from there. Fortunately i've changed job since and it's too far away to spend my whole lunch travelling.
The layout I found to be good- I walked in to shiny bikes in front of me to admire- all set up extremely well in sweeping arcs that were visually appealling and also provided room to meander. Accessories and clothing were all neatly set out in specific areas of the store and looked great on first impression.
However visually looking good is great but it can cover things up! When I needed some new gloves from the stand I found it took me 10 minutes sifting through row after row as 1- Nothing was arranged by size and 2- Everything seemed to have been fed onto rows non specifically!
A few months into their presence near me I got to the point where I needed to purchase a pair of Mountain Bike shoes so I wandered up to Evans in my dinner hour and asked the member of the sales staff for their advice told him my budget and he came back a whole 20 minutes later with a single pair of shoes way above my price range. I always set a price range and seem to go above it when it comes to cycle stuff so this wasn't an issue to me. I proceeded to try the shoes on while I was basically read out the characteristics of the shoes by the member of the sales staff while I tried on the shoes. Unfortunately I knew he was giving me the information about a completely different pair of shoes so he clearly knew very little about the product.
The shoes I tried on were hurting my feet after wearing thyem for 20 seconds so I informed this to the gentleman. I was then told that they were a special concept which meant they were more comfortable while riding! Not sure if this guy understood what I had just said so I explained that I wanted the shoes for Cyclo Cross use so would have to run and ride. To which the sales man had no idea what 'Cyclo Cross' was and I had to give an explanation. Suffice to say I didn't buy the shoes and clearly it seemed
Evans need to do alot more in terms of product knowledge and staff education- as well as my shoe incident I've been in there store and asked for a tyre for my road race bike in a 23c size and the member of the sales staff has picked up a 'Touring' type heavy duty much larger tyre.
I started to get very frustrated with the service they offered. I would eventually only go up there if I knew exactly what I wanted.
I now find if anyone asks me with regards to where to buy a bike I would not recommend Evans which is such a shame as the shop itself is fantastic.
PLEASE NOTE...THIS IS A QUICK REVIEW REGARDING THE SERVICE IN EVANS SHOPS AND NOT THEIR WEBSITE.
Evans is a chain of bicycle specialist stores across the country. I use many in London as there seems to be one close by if you need something for your bike. I am writing this review as I wanted to just to note the brilliant service I have received from staff in these stores.
***Example 1, buying my bike***
In May 2009, I decided I wanted a bike. There was an Evans store near my house so I thought I'd pop in and have a look at their range. I felt a bit intimidated going in, as I was worried they would try and force me to buy something, when what I actually wanted to do was go home and research on the internet. I needn't have worried. The gentleman who helped me understood entirely what I wanted, gave me excellent advice on types of bike, the size I needed to look for, and the brands on offer. This meant that when I eventually chose my bike (from evans.com as it happens), I felt I was making a proper informed choice.
Some internet bike retailers will deliver your bike in a box for you to assemble. I really couldn't do that! Evans will deliver to the store of your choice and build it for you, they will then check everything fits you properly before you ride out of the store.
***Example 2, buying a saddle as a gift for my dad***
My dad wanted a new saddle but didn't know what to buy. I popped into my local Evans one night after work and received EXCELLENT advice from the staff member. I told him what I needed (something padded, with suspension as my dad has a bad back) and he spent time with me while I was squeezing and prodding the saddles he recommended. While there were some costing up to £60, I was sold one that was of good quality but within my up to £30 price limit, and didn't feel like I was being cajoled into buying something expensive just for the sake of it. The saddle is perfect and has got my dad back on his bike.
***Example 3, Damsel in Distress***
The final example, and the reason I was prompted to write this review, happened last night. I had parked my bike a few metres down the road from my local Evans while I went to the gym. When I left the gym and went to retrieve my bike, I found that someone had locked their bike, next to mine, catching my brake cable in their lock as they did. I was stuck! Fortunately, Evans was open and a LOVELY man came to my rescue with his tool kit, setting me free in seconds. He checked the brakes were safe, before leaving me to get home. He was really helpful and didn't charge me for it, which was really sweet!
So, if you are looking for a bike shop that has friendly staff that don't try and sell you the most expensive items, and come to the rescue, please give Evans a go.