That Welsh sounding London cycle shop chain
Discussion
Why are their staff so up their own arses?
Why is their customer service so s
t?
Why can't they build a bike properly?
I bought a bike from them earlier this year in their Spitalfields store.
They said it would be ready for collection 5 days later and they would call on the 5th day to confirm.
7 days later. No call. I call them and they say it will be another 5 days.
I call them on the 12th day in the morning to find out if I can collect the bike that day (as that's when they said it would be ready). Queue lots of um'ing and ahh'ing and "He's just finishing it, it'll be ready by 6pm this evening". Which I took to mean that they had lost the order but would now build it ready for the end of the day. Ok.
Even at that point I wasn't too bothered as I was looking forward to getting a shiny new bike (first new bike in 10 years).
I collected the bike and cycled back from Spitalfields to Paddington (this was all part of my ride to work / get fit / save money scheme).
Before I got to Paddington the bottom bracket was making a creaking noise. Great - less than 6 miles into ownership and it's "playing up".
Took it back the next day and they said they would look at it.
Picked it up and they said they couldn't see the problem but that they had made sure everything was tightened up as it should be.
Rode back to Paddington, bottom bracket creaking again.
Took it back to the store the next day. Explained the problem to them and they said they would look at it.
I then went to pick it up the next day to be told that they had fixed the problem but that as it's a single speed, I should expect the bottom bracket to squeak / creak as that's what they do. He obviously thinks I am a.
Cycle back to Paddington, creaking still present.
Ok. I am at this point thoroughly pissed off with them but It's getting cold so I stop cycling for a few months and calm down.
I then move jobs to C. Wharf and start cycling again. Of course, the creak is still present as it was never fixed.
As I am down here, I thought I would pop in to their store in C. Wharf to see if they would look at it (yesterday).
As I wheeled the bike to the store, I let a woman in before me to be polite. She walked up to the counter and asked if they would service her bike. The guy booked her in no problem.
I walked up to the counter and he asked if I wanted to be booked in for a service too (and started typing into his computer, guessing their booking system).
I explained all of the above and could they look at it somepoint that day or if not, they were welcome to keep it over the weekend.
As soon as I mentioned that this wasn't a service and possibly may require some warranty work, I was advised that they were far too busy and could only look at it on Tuesday.
I accept and figure that I'll be ok until then, I'll just take it easy.
Then on the way home last night - the chain snaps. Great. How very fking convenient.
Ok, so the chain snapping probably isn't their fault but I can't help but feel pissed off that they have not given me the time of day to actually diagnose and fix the problem properly.
The bike was £400, which in compared to some of the bikes they sell isn't allot but I would have expected a basic level of customer service.
Is it just me? Do I have mug written across my forehead?
Apologies for the length of post but this has really pissed me off. I'm trying to save some cash & get some exercise and I feel that I've been ripped off without any kind of after-care service.
Mr "Welsh sounding cycle store". You will not get another penny from me.
Seb
Why is their customer service so s
t?Why can't they build a bike properly?
I bought a bike from them earlier this year in their Spitalfields store.
They said it would be ready for collection 5 days later and they would call on the 5th day to confirm.
7 days later. No call. I call them and they say it will be another 5 days.
I call them on the 12th day in the morning to find out if I can collect the bike that day (as that's when they said it would be ready). Queue lots of um'ing and ahh'ing and "He's just finishing it, it'll be ready by 6pm this evening". Which I took to mean that they had lost the order but would now build it ready for the end of the day. Ok.
Even at that point I wasn't too bothered as I was looking forward to getting a shiny new bike (first new bike in 10 years).
I collected the bike and cycled back from Spitalfields to Paddington (this was all part of my ride to work / get fit / save money scheme).
Before I got to Paddington the bottom bracket was making a creaking noise. Great - less than 6 miles into ownership and it's "playing up".
Took it back the next day and they said they would look at it.
Picked it up and they said they couldn't see the problem but that they had made sure everything was tightened up as it should be.
Rode back to Paddington, bottom bracket creaking again.
Took it back to the store the next day. Explained the problem to them and they said they would look at it.
I then went to pick it up the next day to be told that they had fixed the problem but that as it's a single speed, I should expect the bottom bracket to squeak / creak as that's what they do. He obviously thinks I am a
.Cycle back to Paddington, creaking still present.
Ok. I am at this point thoroughly pissed off with them but It's getting cold so I stop cycling for a few months and calm down.
I then move jobs to C. Wharf and start cycling again. Of course, the creak is still present as it was never fixed.
As I am down here, I thought I would pop in to their store in C. Wharf to see if they would look at it (yesterday).
As I wheeled the bike to the store, I let a woman in before me to be polite. She walked up to the counter and asked if they would service her bike. The guy booked her in no problem.
I walked up to the counter and he asked if I wanted to be booked in for a service too (and started typing into his computer, guessing their booking system).
I explained all of the above and could they look at it somepoint that day or if not, they were welcome to keep it over the weekend.
As soon as I mentioned that this wasn't a service and possibly may require some warranty work, I was advised that they were far too busy and could only look at it on Tuesday.
I accept and figure that I'll be ok until then, I'll just take it easy.
Then on the way home last night - the chain snaps. Great. How very f
king convenient.Ok, so the chain snapping probably isn't their fault but I can't help but feel pissed off that they have not given me the time of day to actually diagnose and fix the problem properly.
The bike was £400, which in compared to some of the bikes they sell isn't allot but I would have expected a basic level of customer service.
Is it just me? Do I have mug written across my forehead?
Apologies for the length of post but this has really pissed me off. I'm trying to save some cash & get some exercise and I feel that I've been ripped off without any kind of after-care service.
Mr "Welsh sounding cycle store". You will not get another penny from me.
Seb
I bought my Bianchi road bike from their Bristol store last year. Don't live in the area, and explained to the bloke in the store that if they could build (final assembly) the bike there and then for me I would buy it. He agreed - me and mate pop round the corner for a pint - came back an hour later and bike was all ready. Got discount on shoes and kit I bought at the same time, and then put 1500 trouble free miles on it last year.
In this case, you've been unlucky, and there are never any guarentees that the standard of service will be the same across branches in chains - London cycling "enthusiasts" are more likely commuters, where as Bristol maybe demand a better service for their mountain and race bikes ???? Maybe???? Just a theory.
In fairness to the shop, the bottom bracket was probably already fitted to the bike in the box, and they meerly assembled the bars, gears, pedals and wheels out of the crate. They should have tried to replace the bracket to see if that cured the issue however.
Hope you get it sorted soon
In this case, you've been unlucky, and there are never any guarentees that the standard of service will be the same across branches in chains - London cycling "enthusiasts" are more likely commuters, where as Bristol maybe demand a better service for their mountain and race bikes ???? Maybe???? Just a theory.
In fairness to the shop, the bottom bracket was probably already fitted to the bike in the box, and they meerly assembled the bars, gears, pedals and wheels out of the crate. They should have tried to replace the bracket to see if that cured the issue however.
Hope you get it sorted soon
i feel for you, bike shops wonder why they are losing out to online places yet offer service like that. to be honest, if you knew that they were throwing it together the day you called them, i would have been very cautious but its obviously too late for that.
i havent had any dealings with them as i was put off buying a bike form them by the staff in their bristol store. i was ignored despite manhandling some expensive cannondale machinery. they fawned over a man spending £300 on some stty hybrid as he was loading up on accessories too... clearly thats where the mark up is. well that and the fact that i knew more about their stock than they did....
just ask for a service then when you have the bill, start haggling, explain the problems, that way you get a bike repaired by someone who thinks its a regular service and you have a good starting point for the price negotiations... if you have to pay, do it in £1 cheques...
also with reference to Matts comment, i went into a certain "concept" store in Bristol and knew more about the bike than the "non-salesman". his lack of knowledge was criminal and his sales tactic basically involved repeating to me what a good bike it was.... what really annoys me about salesmen is when they have no concept of what else is on the market, ie when i said how does this differ to any other bike at the same price... invoice processors, thats all they are....
i stll cant rave about the guys at the Halfords branch in Weston Super Mare enough.... so pleased with the boardman and their customer service...
i havent had any dealings with them as i was put off buying a bike form them by the staff in their bristol store. i was ignored despite manhandling some expensive cannondale machinery. they fawned over a man spending £300 on some s
tty hybrid as he was loading up on accessories too... clearly thats where the mark up is. well that and the fact that i knew more about their stock than they did....just ask for a service then when you have the bill, start haggling, explain the problems, that way you get a bike repaired by someone who thinks its a regular service and you have a good starting point for the price negotiations... if you have to pay, do it in £1 cheques...
also with reference to Matts comment, i went into a certain "concept" store in Bristol and knew more about the bike than the "non-salesman". his lack of knowledge was criminal and his sales tactic basically involved repeating to me what a good bike it was.... what really annoys me about salesmen is when they have no concept of what else is on the market, ie when i said how does this differ to any other bike at the same price... invoice processors, thats all they are....
i stll cant rave about the guys at the Halfords branch in Weston Super Mare enough.... so pleased with the boardman and their customer service...
Edited by anonymous-user on Friday 16th January 13:58
Sorry to hear your woes sir. Hope it gets sorted soon.
I only deal with a certain Welsh sounding bike store every now and then, usually for parts or accessories (i have never purchased a full bike from them). On the whole, a few slight niggles aside, i have found their customer service and attitude to be very good across all the stores i have visited.
I know this won't help, but i guess you have just been unlucky on this one. Keep at 'em and it will get resolved. Paraphrase your initial post into a letter to the store manager or head office, and things might get expedited, plus you may even get a voucher thrown in too
g
I only deal with a certain Welsh sounding bike store every now and then, usually for parts or accessories (i have never purchased a full bike from them). On the whole, a few slight niggles aside, i have found their customer service and attitude to be very good across all the stores i have visited.
I know this won't help, but i guess you have just been unlucky on this one. Keep at 'em and it will get resolved. Paraphrase your initial post into a letter to the store manager or head office, and things might get expedited, plus you may even get a voucher thrown in too
g
gbbird - Cheers for that. That'll be my next step.
In other (good) news. I ordered a new jacket from Wiggle on Monday. I had an email this eve saying that unfortunately they aren't getting another deliver in so in the mean time and to apologise for the "mucking about", they have given me a £3.50 voucher!
Result.
The idiot balance has been restored !
In other (good) news. I ordered a new jacket from Wiggle on Monday. I had an email this eve saying that unfortunately they aren't getting another deliver in so in the mean time and to apologise for the "mucking about", they have given me a £3.50 voucher!
Result.
The idiot balance has been restored !
Just bought a bike from their Canary Wharf store (separate thread) and have nothing but praise for their service.
They were all serving when I walked in, and despite mooching around their more expensive selections I didn't expect to get served first. Got a decent chat with someone who clearly new their stuff and a good deal into the bargain. Popped into the Slug and Lettuce for a beer and when I got back it was ready and waiting.
Now, the experience in the Tower Bridge Store earlier was altogether different...
> No idea what a Hoo Koo E Koo was
> Blank looks when I told them it was a Gary Fisher
> Reluctant checking of "the system" showed one Hoo Koo E Koo in the UK. One. Just one (at Canary Wharf...)
> Sales chap had offensively bad smoking breath
> Sales chap appeared to have been beamed in with little or no knowledge of anything on two wheels.
Just shows, you win some & you lose some.
Hope it gets fixed.
They were all serving when I walked in, and despite mooching around their more expensive selections I didn't expect to get served first. Got a decent chat with someone who clearly new their stuff and a good deal into the bargain. Popped into the Slug and Lettuce for a beer and when I got back it was ready and waiting.
Now, the experience in the Tower Bridge Store earlier was altogether different...
> No idea what a Hoo Koo E Koo was
> Blank looks when I told them it was a Gary Fisher
> Reluctant checking of "the system" showed one Hoo Koo E Koo in the UK. One. Just one (at Canary Wharf...)
> Sales chap had offensively bad smoking breath
> Sales chap appeared to have been beamed in with little or no knowledge of anything on two wheels.
Just shows, you win some & you lose some.
Hope it gets fixed.
Creaking bottom bracket should be cured by greasing the threads and axle. Further from that, the chain maybe too tight. Also is the gearing too high? Although, London is (relatively) flat you don't need that larger gear. Singles and Fixies should be geared so that the rider is spinning the gear rather than pushing it. If a rider is pushing the gear then the drive train will 'creak'.
Another weird one is that it might not be the bottom bracket but the saddle or seat post. I've regularily heard stories of people spending ages trying to 'fix' their creaking bottom bracket only to find it was their saddle / seatpost.
All that said, the cycle industry really does need to address the shockingly poor levels of point of sale customer service.
Another weird one is that it might not be the bottom bracket but the saddle or seat post. I've regularily heard stories of people spending ages trying to 'fix' their creaking bottom bracket only to find it was their saddle / seatpost.
All that said, the cycle industry really does need to address the shockingly poor levels of point of sale customer service.
sebo said:
I then went to pick it up the next day to be told that they had fixed the problem but that as it's a single speed, I should expect the bottom bracket to squeak / creak as that's what they do.
There ya go mate, thats the problem! you should've bought a proper bike Just kidding... I'll agree with the Waterloo comments, the guys in there seem keen to help
Can't say I've had much of a problem with Evans, their staff in Trafford are friendly and reasonably knowledgeable, although they don't seem to know many of the local nice places to ride Presumably because most of them are young and won't have their own cars.
Merlin Cycles though, they have an excellent reputation, or so you'd think, however they didn't meet their delivery date by about a month, and the bike wasn't built correctly.
Swings and roundabouts really. These days I tend to trust what Google search says, more than what a bike shop says.
Presumably because most of them are young and won't have their own cars.Merlin Cycles though, they have an excellent reputation, or so you'd think, however they didn't meet their delivery date by about a month, and the bike wasn't built correctly.
Swings and roundabouts really. These days I tend to trust what Google search says, more than what a bike shop says.
AbarthChris said:
sebo said:
I then went to pick it up the next day to be told that they had fixed the problem but that as it's a single speed, I should expect the bottom bracket to squeak / creak as that's what they do.
There ya go mate, thats the problem! you should've bought a proper bike Just kidding... I'll agree with the Waterloo comments, the guys in there seem keen to help
In the mean time I'm borrowing a Specialized Allez from a Friend. It's excellent.
I am starting to wonder whether the bike is just a bit crap to be honest. Perhaps I'll get them to fix it and see if there are any takers on fleabay for it. I can buy this Allez for £200...
Bought my Allez Sport from their Nottingham branch on Sunday.
I went in last Sunday (to arrange a test ride) and the salesman was a very helpful, knowledgeable chap who obviously was a road rider and knew his stuff.
Nothing was a problem for him, the bike was ready for me to test ride when he said it would be and after a couple of rides he altered the seat etc to fit me, and seemed to be asking me all the right questions regarding fit and comfort.
Overall I was very pleased with the service.
And I got 10% discount, too.
I went in last Sunday (to arrange a test ride) and the salesman was a very helpful, knowledgeable chap who obviously was a road rider and knew his stuff.
Nothing was a problem for him, the bike was ready for me to test ride when he said it would be and after a couple of rides he altered the seat etc to fit me, and seemed to be asking me all the right questions regarding fit and comfort.
Overall I was very pleased with the service.
And I got 10% discount, too.
sebo said:
AbarthChris said:
sebo said:
I then went to pick it up the next day to be told that they had fixed the problem but that as it's a single speed, I should expect the bottom bracket to squeak / creak as that's what they do.
There ya go mate, thats the problem! you should've bought a proper bike Just kidding... I'll agree with the Waterloo comments, the guys in there seem keen to help
In the mean time I'm borrowing a Specialized Allez from a Friend. It's excellent.
I am starting to wonder whether the bike is just a bit crap to be honest. Perhaps I'll get them to fix it and see if there are any takers on fleabay for it. I can buy this Allez for £200...
Evans, Halfords, Currys, Jessops etc. All very similar. Can be a high turnover of staff. Some working there while at uni', some working whilst traveling, and some because they love the product they sell. I ride and race with many Evans staff and managers from London. All mad keen cyclists and very knowledgeable. Its not great money on shop floor sales and sometimes you will get someone who's heart is not in it. And a dodgy bike!
G
G
- Update*
They asked £9 odd for the Shimano bottom bracket and £25 for fitting.
Explained again that the bike had made that noise since new and is 7 months old but not used particularly often or hard.
They agreed to fit the bottom bracket for free.
So all in, it's cost me less than a tenner to get sorted and a bit of my time.
I still wouldn't rate Evans customer service in the stores I tried particularly high although they have gone up in my estimations, partly down to finally diagnosing and fixing the problem and partly due to the glowing feedback from posters on here.
I think in summary - if you are buying from Evans - BUY FROM LIONEL !
Happy Peddling
Sebo
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