Evans Cycles Reviews 

Bike lock and pannier arrive in a couple of days, well packaged and in good order, so pieased with their service.

Truly outstanding customer service… if your goal is to test how much frustration one customer can tolerate.

Evans have managed to turn a simple bike return into a month-long customer service disaster.

My money was held for over a month, the return was ultimately considered lost, and after all that, I was still charged a £40 deduction.

The reason? Apparently I selected the “wrong” size. There’s just one small problem: Evans’ own size guide says 175cm is suitable for both medium AND large. I pointed this out repeatedly. Rather than acknowledging that the guide is ambiguous, customer service simply repeated the same decision over and over again, as though repetition somehow makes an illogical argument more convincing.

I even bought the same bike again from my local Evans store, so this wasn’t exactly a case of someone trying to exploit a returns policy. I was a long-standing customer trying to get the correct size.

Then after weeks of waiting, I was told the returned bike was now considered lost.

Despite the inconvenience of having my money tied up for over a month and the return disappearing somewhere between collection and warehouse, Evans still felt that £40 was the hill worth dying on.

I raised a formal complaint. The response was essentially: we've considered it, we're right, conversation over.

The emails repeatedly end with “Please do not hesitate to contact us if you have any further queries.” whenever I did have a query, I received another variation of “the £40 deduction still applies.”

No meaningful acknowledgement of the contradictory size guide.

No ownership of the month-long delay.
No apology for the lost return.
No goodwill gesture for the considerable inconvenience.
Just £40, apparently guarded with the determination of a national treasure.

I’ve bought from Evans for years, but this experience has been enough to make me reconsider where I spend my money.

(The staff in store were very good and shared my frustrations with the online store)

Turned up to collect bike in store. Was told I couldn't take the bike because they'd had it for over a week and had to send it back. Took a further 10 days before receiving notification by email that the order had been cancelled because I "changed mind" in the notes. That's despite repeatedly contacting the company on email, virtual chat and telephone to advise them from over a week earlier the exact date I would collect the bike.

The bike I ordered was due today 05/09/26 being delivered by markselectrical they have just informed me they could not deliver.This bike was a birthday gift.
The number they asked me to call is now closed for the evening so cannot arrange for another delivery time.They have had all week to contact me if the date was not convenient for them. I have waited in all day as I didn’t want to miss the bike being delivered and then not being in.please can you contact me about this

Unbelievable price on a full set of knee and elbow armour from 100 percent, still scratching my head over how that price is possible. Sizing was accurate and fit perfectly website is as ever easy to navigate and simple checkout. Delivery was delayed by evri but not to fussed wasn't in a hurry.

I’ve been without my refund since 7th August so coming up to a month when I was told it will only take 2-5 working days.

In EC customer service emails they mention needing to speak with the store manager well he has been copied into the email chain from my first contact so I don’t understand how this can be difficult to contact them. Has anyone picked up the phone to try and call the store or speak directly with the manager?

To give you a run down of what’s happen and now I can see why you have over 16,000 at 2.7 out of 5 on trustpilot as this is madness.

On the 26th July we ordered a 24 inch Aspen online and paid to get it to the store and be built.

We received an email on the 2nd August saying it was ready to collect the bike. Due to other commitments we weren’t able to does this until 5th August and in ours minds ment the bike would be fully built and tested. When we arrived we were told is wasn’t built and still sat in the box with what looked like another 15-20 still waiting to be built as well.

So 10 days has passed and we have paid for a bike we don’t have but was asked if we could collect the bike at the weekend as it will be built by then to which we said we’ll try move stuff around.

7th August I managed to get the day off work so visited the store with my Daughter who the bike was for to see if the bike was built. The staff confirmed it wasn’t but while we were there we tried her on an Ash 26 inch instead and this size fit better. At which point as the bike wasn’t still built it was an easy change or so we thought.

We were told on the 7th August id have to pay for the Ash today £219 to get it delivered to store and once I received the email to confirm its in to call to arrange it being built and picked up so we don’t have the same issues as above.

I paid and then wait for a couple of minutes so the refund could be put back onto the card for the Aspen of £258.99 but was told I could leave as they would do this in store. You would ring Customer Services and arrange this on my behalf I didn’t need to do anything.

If I didn’t hear back in a week then to call and see where the refund was up to.

On or around the 13th August I called as my wife had received an email confirming the Aspen had been collected which of course to us was odd. After speaking with a staff member they confirmed this has to happen so it can be picked up and returned to the warehouse to which I replied oh we were worried an error had been made and weren’t going to get our refund. At this point on the 13th we’d paid for two bikes to the tune of nearly £500 and have no bikes to show for it.

I then rang chasing up both the refund and the Ash 26 on the following days

15th August no update couldn’t check the systems and asked to call again

17th August where I was told that a manger would ring me back at 10am the following day as I should not have been told someone in the store could deal with the refund on my behalf I had to do it via customer services myself. So all this time and effort on my part has been wasted.

I phoned again on 18th August due to not receiving any phone call back from a manger as promised to also be told the bike still was in that was ordered back on 7th August, again still without any bikes but nearly £500 out of pocket.

I called again on the 19th as was told a staff member the bike was defiantly going to be built after my phone call the day before and was building it as soon as they got off my phone call which was unfortunately a lie as I was told that day it wasn’t and still in its box.

Finally an email came through about collecting the Ash 26 inch on 21st August to which my wife phoned on 22nd to check it was 100% built and ready.

As of the 23rd August my wife received an email confirmation cancelling the Aspen 24 inch bike finally came through and we are to this day still waiting for these funds.

We were able to pick up the 26 inch bike on the 26th August due to other commitments on our side.

As you can see from the above nothing but action from us and nothing but broken promises from Evans Cycles, staff confirming they cannot check systems on when bikes should arrive in store, 15+ bikes backlog waiting to be built, I would assume some of these could also be refund waiting to be sent back, staff giving miss information and not following through with what should have been a simple purchase, refund and purchase all on the same day for us as a customer.

So it now 4th September and still no refund with customer service still not knowing what to do and still out of pocket!

Do not buy a bike from this company, go and support your local bike shops.

I placed an order on 26 Aug for 2 items and paid for 2 day shipping so that they'd arrive before the bank holiday weekend. Come the 28 Aug there was still no tracking and the order was stuck in "processing". Still no update on Saturday either. When I tried to reach them on Tuesday through their online chat I spent over 90 minutes waiting for an agent just to be told it was a "warehouse issue" and they'd have to escalate this, and I'd hear back within 24-72 hours. Note, this was for an order that was already several days overdue and where I'd paid for the express shipping.

Come today, 4 Sep, and still no update and the order is still showing as "processing". To their credit, I did at least get through the chat in a more reasonable time frame this time, but all they could do was say they could escalate it again and that the team takes up to 72 hours to respond.

I can understand that unexpected issues can come up, but what's inexcusable is that there weren't any updates to tell me that. Whatever the "warehouse issue" was they could easily have notified me that they weren't going to be able to deliver my order and even just refunding the shipping costs and letting me know when to expect my order would have been fine. But having to waste so much time chasing it and then to still have the promised follow-up never materialise is just too much.

To their credit, the second chat agent did at least cancel my order in a timely manner. Hopefully the expected charge back materializes, but if not I did at least pay by credit card and will be able to issue a stop payment if necessary.

Long story short, don't waste your time. These items were listed as being in stock and my first chat did confirm it wasn't a stock problem. But clearly they have no ability to actually fulfil orders in the time frames they promise and charge for. But they will happily send out emails about their latest products and sales.

Bike has broken, the customer service after sales has been a dreadful experience so far. Been several weeks and no resolution despite providing all the required evidence requested.

Still ongoing… don’t think it’ll ever end.

Stay away is my advice

Paid for next day delivery (school shoes) two days after the order was placed) still no shoes .... next day delivery cost £9.99 .... poor service

Purchased a Trek Procaliber for my Son from Evans in Brighton, first time I’ve ever purchased a bike anywhere near this value!
The store were not particularly interested or helpful but didn’t worry too much as knew the bike we wanted.
Got home and the front tyre had already gone flat! Pumped it up … not long after - flat! Long story short could not get hold of store (long ring and line hung up)! Messaged customer services who forwarded a link to book a service and said to explain circumstances in the comments box! Did so and was told the appointment was to drop the bike off and they’d contact me within 5-7 days when work done! Not acceptable so contacted customer services again who said sorry but nothing they can do!!
Ended up calling Trek who said I can take the bike to any Trek approved shop! Called South Downs bikes in Worthing who were fantastic!!!! Extremely helpful and said to just pop the bike down! I took the bike down and within 10 minutes they’d fixed the issue - Evans had forgotten to put sealant in the tyres!!!!

They also tightened the dropper post lever and the handle bars which were loose and hadn’t been tightened by Evans despite Evans having the bike 5 days after purchase to get ready to ride away!!

Sealant cost me £9 - South Downs did not charge for their time and their customer service was fantastic!!! Contacted Evans who at this time are saying they are unlikely to offer any compensation for cost of sealant and basically just repeatedly say “we understand how disappointed you must be but…..”

Avoid at all costs, incompetent and bad customer services after purchase. Highly recommend South Downs bikes in Worthing!!

Went to shop to have a look at l/s cycling tops. Very few to look at, so ordered on line. Paid delivery. Material thinner than expected and xl too small (which is why I went to shop as cycling sizes are difficult). Goggled if I could take top back to store - ‘yes’ was AI answer! Cycled to shop, told can’t return online orders to shop. Used Evans website and extremely well hidden returns form (‘page does not exist’ on the link given), for which you must hand write everything (18 digit order number!) and have a printer. Paid to sent it back. Never ever ordering anything again. Not worth it.

Pleasantly surprised! Goods came quickly and as described, sizing using their guide was accurate. Quality of goods for their price was excellent. Will use again.

The Evans Cycles customer service is non-existent. The website puts you round and round in circles and doesn't actually give you an option if you have a problem or query with the bike itself. I did find an email address for customer services, and sent a message three weeks ago looking to understand what colour the bike is because I've scratched it and want to get some touch-up paint. I understand they do not do touch-up paint for their own bikes, but I can get it made-up elsewhere if I know the code. I'm still waiting on a response from that email.

Also, I keep getting emails reminding me about the free 30-day service. I've tried to ring the local store for two weeks now. No one answers, just like others have experienced. So I actually went to the store with the bike today, and they looked at me and said, "We don't have mechanical staff on site. We don't have anything to do with the phones. We can't help you." I indicated that I was told they had a bike technician from a well-known bike supplier working for them who was building the bikes. I was told, "All we do is unbox them and straighten the handlebars. That's all we do."
Ridiculous service from Evans Cycles offering services they cant supply and leaving shops dealing with people who cant get through on the phone because its "managed" by HQ.
I will never use them again.

Sent me a damaged bike. Took 10 days to acknowledge it was damaged. Almost three weeks since purchase it was collected, then ran out of stock before sending a replacement. Painful experience all round.

Asking for feedback before I've received anything. It's very annoying.

I have purchased two Frog Road bikes from Evans Cycles for my two boys.

With the first bike, unfortunately, there was a large paint chip on the frame near the rear dropout. The customer service team was responsive and offered me a partial refund, which I appreciated.

Before ordering the second bike, I contacted Evans Cycles to explain what had happened with the first one. As I don’t live nearby, I asked whether the bike could be carefully checked before I travelled to the store to collect it. I was told that the bikes are assembled by professionals and that a detailed inspection could not be carried out.

Unfortunately, the second bike again had a paint chip, a front brake that was barely working, no safety accessory pack, and, more importantly, very poor assembly: pinched brake cables, incorrectly positioned brakes, poorly fitted bar tape, missing cable guides and missing protective pieces…

The customer service team once again responded quickly and tried to arrange delivery of the missing parts. Unfortunately, as I live in France, they could not be sent to my address, so I now have to purchase generic replacement parts myself.

I find it very disappointing to have experienced so many issues again, especially after contacting Evans Cycles before my second purchase. A simple inspection would probably have identified most of these problems.

The Frog Road itself remains an excellent bike, but the quality of the assembly and final inspection is clearly disappointing. A lot of time has been wasted despite the goodwill gestures offered by Evans Cycles.

I really liked the product (clothing) but it was not straightforward to return the item. This differs greatly from other online retailers that I use. The website directed me to an article and from there to download a returns form!! It all seemed very old fashioned. I had to pay to return the item but the refund was swift hence the 3 stars

Fast dispatch and quick delivery. Great price . Very happy.

Everything’s going smoothly but I can’t track my order.