I will try to make this short and I hope you will get the point. I bought a Specialized Sirrus Elite 2011 Hybrid Bike on the 4/10/11 via the Evans internet site to get it delivered to the York store. Specialized had issued a recall on the front forks but that should have only taken about 3 weeks. I asked the staff to keep me updated and informed. I called in after 10 days and there was no news. On 25/10/11 I phoned the store and asked for some news. I was informed that the earliest possible date for the forks would be at least another week, if I was lucky.
I contacted Specialized myself and was told they had the replacement forks in stock and they had been 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 and I went to collect it 29/10/11.
My new cycle was ready but apparently, my new cycle also came with a large number gouges and scratches all over the frame, so after I refused this “used” cycle and another, new one was ordered which would be in 3/11/11, if I was lucky.
Again I asked the shop to keep me updated and I replied to Evans Customer Relations Manager with my current issues and feelings.
I phoned on 3/11/11 at 3:25 pm asking about my cycle and after a 1 and a half minuets on hold I received a text saying I had missed a call from Evans, presumably to say my cycle was ready, which I was calling about. Good timing from Evans thinks I.
I finally collected my cycle on 5/11/11. I have still not received a reply from Evans’s Customer Relations Manager not even an out of office message.
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 they do not care at all. Go elsewhere and get real customer service, as this company will soon out of business at this rate.
You will now be asking why did I eventually buy from Evans?
I wanted that bike, nobody else would send me the bike because of the fork recall, and Evans had a pair of new forks. I will not be going back there but the bike is brilliant.
