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NHS worker left without bikes ordered from Evans Cycles in June

The retailer has gone quiet on customers who purchased bikes in early summer

Joe Robinson
21 Oct 2020

Evans Cycles has left an NHS worker without a bike they were offered at a discount price as the retailer has so far failed to complete the order.

A report in The Guardian told of a junior doctor from Somerset who purchased a bike from the retailer in June using a 20% discount that was being offered to NHS workers.

The bike was never delivered on the quoted delivery date of 22nd July and the customer claims that phone calls and emails to customer services went ignored when she attempted to enquire about the bike's whereabouts.

It was then reported that the customer had to visit a store for an update on her order to which she would have to wait until November at the earliest for the bike. 

When the junior doctor attempted to cancel the order, one Evans Cycles store informed them that 'redevelopment of the ordering system prevented them issuing a refund' while another said that 'refunds have to be manually issued by head office, which stores can only contact by email' and that because head office was not responding, they would be unable to reimburse the customer.

The ongoing Covid-19 crisis and lockdown that was imposed in March proved to be a catalyst for soaring bike and bike-related sales as people looked for alternative forms of exercise and transport.

Evans Cycles, which was saved from administration by Sports Direct owner Mike Ashley in 2018, profited from this boom, seeing much of its stock sell out in the months of April, May and June.

One of the contributing factors to these sales would have been incentives such as the 20% discount for NHS workers. 

However, it seems that the surge in sales may have overwhelmed the company, specifically its customer service department.

Currently, review website Trustpilot rates the retailer as 'poor', with much of the criticism focussed on bikes that were ordered earlier in the year and are yet to be delivered. Furthermore, The Guardian reports that the customer service contact number has been removed from the company's website.

Cyclist also spoke to an Evans Cycles customer who ordered a Specialized Allez road bike in May and was quoted a delivery date of July. Once the date passed, he noticed that the Evans Cycles website was then quoting January 2021 as the new date when the bike would be available.

The customer contacted the retailer on several occasions for an update but was ignored. However, this customer was then sent an email in late September from his local Evans Cycles store informing him that his bike had been delivered to said store and was ready for collection.

Cyclist approached Evans for comment with regards to the reports of undelivered bikes and a spokesperson said they were 'unable to provide any more insight.'

The headline on this article was changed after publication to state a single NHS worker

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