Complaint letter help: EVANS CYCLES - refused returning items instore.

somethingcorporate

Yep, if it is their courier it is their problem as soon as they get their hands on it. If it was your courier then it would be yours.

Glad Evans cleared that up for you. You can usually judge the character of a company by the treatment of their customers when it comes to their returns policy and Evans sound to be quite a horrible bunch!

GinZ

somethingcorporate: thanks for info. I thought so, but I wanted absolute proof in case something went wrong with about £700 worth of items.

Update re this whole thing:

The manager in fact called me... He was good (maybe even very good)!

We talked regarding this procedure of me not having any proof.

Ok, I had to push my point about not having any proof of having handed the goods over in event of it going wrong (them giving me a wrong collections number, courier system failing, Evans systems failing etc.) but in the end (once he'd listened to my experience in-store) he did confirm that yes I would not have anything to prove it.

At last some reasonable customer service.

He restored some faith already by continuing...

He reassured me by with the following:
-stating there were 4 systems in place (yes, he could have been lying however);
-he said I could call him directly afterwards to confirm the collection process was working well;
-he added I could ask for a collections number as form of proof of handing it over (I pointed out the flaw-potential of the courier giving me an incorrect one - and, when pushed hard, he accepted this unlikely event);
-he offered the customer service complaints email address (customer.relations@evanscycles.com);
-he offered his email address so that he could help speed things up, whilst professionally stating that he wouldn't be able to actually action any recourse as he wasn't part of the customer relations team;
-when I mentioned that I'd already decided on that, he suggested said that I should write some detail, in particular, stating the branch and names of staff involved.
I said I had this and he said the more details the better to be honest as the more information we have the more we can improve customer service based on that information.

I liked the sound of this! It will save me time dealing with my flaw of being concise at :-p

So, if all EvansCycles staff were like him then please do shop at Evanscycles, but wait....

Let's see what happens in response to my letter, as I will state that I will want to be informed of real action taken to amend processes and see, not just be informed of, (I hate the generic rubbish one sometimes gets which one cannot check up on) better customer service in the 'not-Brentford' branch and more recognition of disappointment/anger I may have felt (can anybody inform me if this is the correct term to use here) when I was refused to follow up the returns clause of Evans Cycles' t&cs from Evans Cycles' staff in general (something he did do)*.


*apologies for the horribly-long-previous sentence

Oops! Just as I was about to post this:

the manager contactd me again to say that delivery today was most unlikely and asked me to state another day when I would be able to be free.

I have find that out and then get back to them. He was very reasonable again and explained lots (although, I've never liked the 'it's not our fault but the courier company's - as I made an agreement with Evans, not the courier).

He even offered that I speak to him directly and/or email him about it too. I said how I wouldn't want to waste teh time of somebody who actually seems to be doing good work, but he said it was no trouble and also wanted to ensure he was informed of what was happening re me since I'd had the bad experience.

hurrah for some sensibility :T

but it's a long way short of restoring my faith to buy with them ever again...

GinZ

Hi,
Is there a moderator on here...
Since nobody is replying at the moment and I have nearly got a resolution, I suppose this thread could be moved to a place about warnings about companies. Or something like that?

bod1467

Squeaky is the moderator on this board.

phead

GinZ wrote: »

I'd like to add that the Brentford branch I have been to has always been full of nearly all helpful staff

That's because Brentford wasn't an evans store, it was http://www.wizzbike.com/ who had really good staff, and were very helpful. They were too good though, and brought people in from all over London and beyond, so the owner was made an offer he couldn't refuse.

Evans, like many bike shops hires people for all the wrong reasons and tends to end up with people unsuitable for dealing with members of the public.

squeaky

bod1467 wrote: »

Squeaky is the moderator on this board.

Squeaky isn't the moderator - we don't have moderators on MSE.

So squeaky is the Board Guide

Yes sure, I'll move the thread across.

bod1467

You say PoTAYto, I say PoTARto.

:rotfl:

bribri_2

One question to OP. In your first post you said, "AM simply said, we won;t be doing this refund.

The reason when pushed to give it, was that they needed to find out the c/card on which it was paid. So I would have to wait quite some time in order for it to be sorted"

Did you order the goods by credit card but not have that card with you for the refund?

That would complicate things as shops usually refund to the original card.

It certainly wasn't explained well and my experience is that EVANS is not the store they were before ownership change and expansion.

GinZ

bribri: When the AM said that he needed confirmation of the c/card - I did state to the AM that I did have relevant c/card with me that was used to make the purchase. He made no comment to this in response.

It is that kind of 'wonderful moment' when you wonder whether you have entered into boardroom tactics. Perhaps it was to entice me to be rude and hence have a good reason to refuse to serve me outright. I certainly got that impression.

At no point did he ask to see my card for the details.

GinZ

£30 offered as refund.
I have to confirm that I would want it.
Any advice on whether I take it or push the point further?
I did write a few thousand words with a lot of detail.
Also, I am quite annoyed with their reply regarding the person who dealt with me:
"[FONT=Times New Roman,serif][FONT=Calibri,sans-serif]I would like to advise John is a respected employee and certainly normally offers a high level of service to our customers. This particular matter is not indicative of John’s consistent professional manner, however, it is regrettable if you found this not to be the case on your recent visit."

Ok, so he may ok with other people, but that doesn't give me much relief if he handled me like the way he did. It was appalling, not just not very good!

However, I did state in my letter that the customer service of the store manager is also not very good from previous visits. Not very good is still better than appalling. If the store manager is the one rating this John then that view may be skewed.

However, if I push it to ensure that I'll never be treated that way again in that store then I may end up with nothing but wasted time and further insults. Any suggestions?

Advice will be welcome
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