Problem with Evans Cycles

panicproject

Hi all,
I ordered a bike from Evans Cycles online on 28th Feb. It eventually turned up a week ago today (5 March). I opened the box and examined the bike to find 2 items of damage and an issue with the gears. I have not ridden it out doors Just performed the check in my living room
They have no phone number (which is shocking) so I had to email their customer services which I did on that day, 5th March. I am here a week later still with the bike sitting in the living room, still no progress. I had one response (8th March) asking if I live near one of their stores (I don't) and that's it. I have sent a further 4 emails since then and no response.

What do I do? I cant just sit here forever with a bike in my living room. Friends have said escalate it, others have said do a chargeback.
Any advice would be greatly appreciated.

Thank you.

neilmcl

Contact them again to escalate or to start the return process.

Evans Cycles have long since gone downhill since Mike Ashley got his hands on it. I'd even consider going to Halfords over these lot now.

David713

If you do contact them again and they don't reply, depending in how you paid then you could consider contacting your card issuer for a chargeback or "Section 75" claim or if it was via Paypal, opening a dispute with them.
Doing this may well prompt Evans to contact you.

SteveJW

Might help if the OP told us
What the damage is
What the issue with the gears is, new bike the gears often require adjustment
If the bike is upside down, the gears do not always perform in the way they will when ridden
A bike stand is really required to set up the gears

panicproject

SteveJW said:

Might help if the OP told us
What the damage is
What the issue with the gears is, new bike the gears often require adjustment
If the bike is upside down, the gears do not always perform in the way they will when ridden
A bike stand is really required to set up the gears

front reflector smashed and loose in box. chain guard come loose and hanging off.
it looks like mistreated in transit to me. either way, the need to rectify it.
to test gears bike was held up by someone whilst another peddled and I changed gears. same as using a stand. bike was not tested upside down.

panicproject

I've messaged them again. I'll give it to the end of the day and then im contacting my credit card company.

born_again

For a chargeback you are going to have to return it anyway.

Do you have a local shop? As they all have their own phone no's.

>>>

Return - Online

For items purchased online, except food, Face masks RIDEIT events and software, you can send them back for a full refund within 28 days, provided it has not been used or fitted, and is returned with any packaging that form part of the goods with a valid proof of purchase.   

If your item is faulty, please complete and include the returns form with your goods when sending it back to us. Please retain your proof of postage as we will need that to reimburse you the cost of the return for the faulty items. This will be done once the return has been processed.

Here's the return address:

Evans Cycles Customer Returns

Unit B

Brook Park East

Shirebrook

NG20 8RY<<<

panicproject

born_again said:

For a chargeback you are going to have to return it anyway.

Do you have a local shop? As they all have their own phone no's.

>>>

Return - Online

For items purchased online, except food, Face masks RIDEIT events and software, you can send them back for a full refund within 28 days, provided it has not been used or fitted, and is returned with any packaging that form part of the goods with a valid proof of purchase.   

If your item is faulty, please complete and include the returns form with your goods when sending it back to us. Please retain your proof of postage as we will need that to reimburse you the cost of the return for the faulty items. This will be done once the return has been processed.

Here's the return address:

Evans Cycles Customer Returns

Unit B

Brook Park East

Shirebrook

NG20 8RY<<<

have tried 3 of the most local stores to me (all at least a 45 minute drive) and none of them answer. it just rings and rings.

that return process requires you to affix postage to a little label. I honestly believe the expect me to send the bike through the post back to them.
the whole set up is shockingly bad.

Barny1979

panicproject said: I honestly believe the expect me to send the bike through the post back to them.

 All Postal charges are at the cost of the customer and we recommend using registered post. Yes, they do.

panicproject

Barny1979 said:

panicproject said: I honestly believe the expect me to send the bike through the post back to them.

 All Postal charges are at the cost of the customer and we recommend using registered post. Yes, they do.

a bike. through the post. taking a bike to the post office.

Barny1979

Couriers will collect a bicycle.