Review Time
Well what can be said apart from shocking. Let me start by saying please save you money and do not spend it on a new bike at this shop .
I’ve had two electric bikes from Evan’s and both bikes I’ve had to pay out of my own pocket because they are not competent to do so .
The first bike a muddy fox electric avenue I had replaced 3 times because it was faulty when they finally supplied one I still had to pay out to get things fixed after just one month I had to replace 3 spokes and the gears broke and had to replace them because I just did not trust them anymore the second bike why did I go back I know again the cassette had to be replaced twice after 2 weeks the chain snapped and the gears still do not work as they should I’m done with contacting them as it’s impossible none of th technicians have experience and the customer service is just shocking so please go to a local bike shop yes they are a bit more expensive but you get good customer service and experienced technicians SAVE YOUR HARD EARNT CASH AND DONT SPEEND HERE
Extremely disappointing and frankly alarming experience with Evans Cycles.
I purchased a bike last May, which was later subject to a safety recall due to a potentially dangerous fork defect. Evans Cycles never notified me. I only discovered the recall by chance, despite the manufacturer explicitly advising riders to stop using the bike immediately because the forks can fail suddenly and cause serious injury.
Unknowingly, I had been riding a potentially unsafe bike for three months.
Trying to resolve the issue has been equally frustrating. Customer service is effectively locked behind a web chat where representatives are unable to provide meaningful assistance or a phone number to speak to someone. I was told the issue was “raised” and that I would be contacted by email, but given the safety implications, the lack of urgency is deeply concerning.
For a company selling safety-critical products, this level of communication and support is unacceptable. I expected professionalism and responsibility. What I received was silence and indifference.
I can't thank Chris enough. He was so helpful. Ordered a bike but unfortunately the following day received an email to say it was out of stock. Tried everywhere to get another but all sold out. Contacted Chris and he found one in Bristol and got it secured for me. One big THANK YOU.
Went to see if they could do my brakes. Said they don’t touch my make of bike. Ended up buying pair of brakes worth £70 in good faith. Said they would be ok for my bike.
Turns out they’re not. Took back day after and was told no refund only credit note.
Very bad customer service given wrong email to complain too. Very rude staff too.
Don’t buy from this amateur shop. Don’t care for customer only care about you spending your money there.
We are missing an essential part of the bicycle we ordered. I have tried to get in touch with Evans multiple times with no luck. There is no phone number. The chat bot cannot find my order. I have to take useless pictures to even get to a real person. Very frustrated and have a disappointed child who has a bike he cannot use. Would really appreciate some (any) customer service.
Four years ago, I purchased an e-bike for approximately £1200. Unfortunately, I've discovered that they are unable to replace the battery, which has a finite lifespan. The bike has now developed a fault that makes it unusable, and they claim they can't repair it! I had hoped this bike would last me a lifetime, but it seems that's not the case. It's frustrating how they can charge such a significant amount without the means to support their product.
I am writing to formally express my dissatisfaction with the inadequate service and misleading advice I received at one of your locations today. I brought my bike in due to a jammed chain behind the rear cassette — a common and relatively simple issue. A staff member informed me that they could not assist because there was “no mechanic available today” and that the next mechanic would not be present until Thursday of next week.
To make matters worse, I was incorrectly advised that the rear derailleur needed replacement. After leaving your location, I took my bike to another independent shop, where the issue was properly diagnosed and resolved within 20 minutes, without the need for any replacement parts. This clearly indicates that the problem was neither complicated nor required a new derailleur.
I find it unacceptable that:
- Basic mechanical assistance could not be provided
- Incorrect and potentially costly advice was given
- I was effectively turned away without meaningful assistance
This level of service does not align with what I would expect from a company of such size and reputation. Being told that a simple issue could not be addressed for several days, along with unnecessary recommendations for part replacements, reflects poorly on staff training and customer care.
I would appreciate an explanation regarding how this situation occurred and the steps that will be taken to prevent customers from receiving misleading advice or being turned away for basic issues in the future.
I look forward to your response.
Best regards,
P Polders
They rely on unreliable couriers, making it very unlikely that you'll receive your order. Communicating with customer service is nearly impossible; you can send an email that might get a delayed response or try a web chat that often times out before reaching a representative. This has been the worst customer experience I've ever had, and I highly recommend purchasing from a different provider.
Changing an address for an order is extremely difficult, and there is no customer service number to call. You have to rely on email communication. Hearing from a store staff member that their customer service is lacking is the final straw. If you're looking to shop online, I suggest choosing any other retailer; avoid this one at all costs. I even had my email returned because the staff provided me with the wrong email address.
Honestly, your delivery partners are disappointing, and this isn't my first encounter with their problems. Had I been aware beforehand, I would have chosen not to place an order with you—it's already two days overdue. Other carriers do not have issues delivering to this location.
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