I bought a wheel last week from Evans online and it arrived damaged. Since then I've sent several emails and a phone call but i'm getting nowhere. Is this normal for Evans or am I just unlucky. I'm not impressed, even less so as my bike has been off the road for a week now.
In reply to Monk:
Write to them again stating the issue, what you want them to do about it and a history of your coms with them about the prob, then give them a defined timescale to sort it out (5 days??) And what you intend to do if your reasonable request isn't carried out. Threaten to contact card provider if thats method of payment.
I had paid Evans for a frame which I was told was getting put in a box marked with my name on it and stored through the back as they only had a few in the shop. As it happens they put it out on display and nearly sold it to another customer. The only reason I know this is because my mate was the other customer buying the same frame, and he twigged what was going on! In the end it got sorted out and we both got the frame, although my mate found a piece of paper with my name on it attached to his!
You can't really write off a whole company on one experience/employee though.
I ordered a saddle online that was supposed to be in stock, a week later I emailed and got told it wasn't in stock but they would order it from a supplier that day. I cancelled the order and they apologised and told me I would get a refund, heard nothing for over a fortnight and had to raise a paypal dispute to get the cash back. They apologised again, but they seem pretty hopeless unless the order is easy to deal with.
"Once you have completed and submitted the online returns form you will receive an email confirmation with an Evans Cycles returns department address label with your unique return order number. This should be printed out and attached to your packaged item."
Did you not receive your email with your returns label?
In reply to Jim C: although the packaging was damaged, which may account for some of the damage, there were chinks all around the rim as if the wheel has been rolled across a concrete floor without a tyre. 10 days on and i'm only just getting somewhere towards a refund. It's a major hassle as I find it very difficult to get bulky parcels to a psst office and the nearest store is miles away. I'm sort of glad most people have good experiences, but I don't think I'll be using them again.
In reply to Monk: Bought loads of stuff from Evans due to the fact that I have always had exceptional customer service, and sound advice. It sounds like your experience of a one off cock up, is as you say unlucky?
In reply to Sir Chasm:
yes but when on the rare occasion I've gone in to buy something and produced the evidence of a cheaper price. The staff looked stunned that this had happened, I suspect they offer this with the idea you will think that they are the cheapeat else they wouldn't be offering it.
> (In reply to Jim C) 10 days on and i'm only just getting somewhere towards a refund. It's a major hassle as I find it very difficult to get bulky parcels to a psst office and the nearest store is miles away.
Its a shame you don't have a good local bike shop to support, if you did it could have saved all this hassle