Address: Exchange Place, 1A, Edinburgh EH3 8BL, United Kingdom
Phone: +443439092085
Rating: 3.4
based on 168 reviews.
Customer Service
Pros:
"I have had absolutely fantastic customer service and banter from this store."
"From the second i raised the problem every member of staff i talked to helped me, believed me and tried to help."
"All the staff from the mechanics to the managers were absolutely fantastic."
"Having just purchased a first bike for my grandson from the Edinburgh Evans shop I wish to say how helpful, friendly and knowledgeable the sales assistant (Robbie) was."
"Took my bike in recently just to ask some advice and Puthearit the mechanic was incredibly helpful."
"Went to the store to purchase a new helmet and the Stores Assistant Jack was very polite, informative and very helpful."
"The customer service we recieved from the rest of the team whilst visiting was also outstanding."
Cons:
"For this particular store the staff are just plain rude and bad mannered."
"There is a lack of availability, professionalism and interest in customers, especially new potential customers."
"Supercilious sales staff. Indifferent to my expectations from a bike."
"The staff aren't friendly, talking to a clerk, seemed like he was doing me a favor, like bored."
"When my dad went and asked for some help the guy behind the counter said 'there's a chart over there'."
"The worst bike shop in town in my experience."
"Staff attention and customer service is beyond poor."
Product Availability and Quality
Pros:
"I went for a 2014 bike and had it 2 days after it had been released, fully assembled and ready to go!"
"When I got my Specialized Hardrock 29 its been one of the best bikes I've ever ridden during downhill races."
"It had a large range of everything that was required for all biking."
"They have the best selection of bike, gear and clothing."
"Collect my new Norco from Edinburgh store after work. Bike is fully set up, daily commuter so stealth mud guards and secure wheel bolts fitted and ready for me to take away."
"Recently bought a bmc road bike from the team here in Edinburgh. Service really good, had the chance to test the bike before buying which was an excellent option."
"I was served and helped by a very helpful and kind assistant called PUTHEARIT."
Cons:
"I am 158cm tall women, reasonable short, and it appeared that Evans has non suitable size bike for me."
"After a quick browse around the store there only seemed to be about 4 women’s mountain bikes on display, all of which were under £300, which is appalling considering the size and location of the store."
"I noticed very little preparation regarding the technical aspects of the bikes."
"Sadly very disappointed, bought a bike over £1000.00 worth, within 100 miles of riding the pedals broke, then the bottom bracket."
"Bought the Pinnacle Arkose 1 - 2021 from Evans last week and had issues with the gears from first day."
"I bought Brompton P line electric but the gears were not calibrated."
"The Dahon looked relatively new, but its gears were skipping, despite the tumbler adjuster being turned to the max."
Return and Repair Services
Pros:
"The exchange of the item couldn't have been easier and the assistant extremely helpful and knowledgeable."
"Rit was very helpful and competent at the repair and the bike was ready the next day."
"The guys were prompt to take ownership of this issue and work it through to resolution and kept me updated during the entire process."
"I was kept up to date with prices and if it needed parts etc."
"Went in for a bit of advice and to maybe sneakily borrow a tool to loosen my bottom bracket, but it turned out that one of the staff actually helped me to swap out the bottom bracket for a new one I'd brought with me."
"Theriat fixed it all up in 10 minutes and gave my bike some much needed TLC, tightening bits and bobs! Didn't even charge me."
"The guys were friendly and helpful and fixed it all in less than 10 minutes!"
Cons:
"I was also told I could not return a jacket I ordered that was too small (£80) because I had to do it in store. During lockdown. With the nearest store two counties away."
"Spent 35 minutes arguing over whether a 7 day old pedal which came flying off at 20mph down the road is a warranty issue or not."
"I only have a complaint about the returns policy, I bought a £500 bike, rode it for two hours and decided it wasn't for me, only to be told as it had been ridden it would not be accepted as a return."
"They only offer a store credit refund!"
"Oh dear, big chain store that doesn't have gear cable in anything other than multi-packs."
"Turns out parts on the bike had been fitted incorrectly and upon my return visits the staff were uninterested."
"Bike pedal came off within three weeks of purchasing a bike. Would not replace it no matter what."
Customer Communication
Pros:
"The guys were prompt to take ownership of this issue and work it through to resolution and kept me updated during the entire process."
"I was kept up to date with prices and if it needed parts etc."
"He suggested I could wait or go for coffee and he would call me when finished."
"Jack Sharp (the store tech assistant) was bloody marvelous. Apologetic for the online experience, but also honest, helpful, kind and everything else that you would want from a purchase experience."
"Called the store to ask about parking to exchange a small item. The store woman was extremely helpful and advised us we could park in private parking at the side of the shop and enter via their buzzer system, worked perfectly!"
"The staff were very friendly and went above and beyond making sure I was fully satisfied with my purchase."
"The young man who helped me the times I visited, Andrew C was brilliant, dealing with myself and few other customers at the same time."
Cons:
"The company seems to have a very low ability to track orders in their system and deliver bikes on time."
"Evans find it acceptable to take hundreds of pounds in payment, yet provide absolutely no mechanism of contacting them."
"Their phone lines are closed, their live chat system doesn't work, and their emails take 2+ weeks for a (completely useless and rude) response."
"I approached both members of staff, who were leaning on the counter chatting between themselves, to see if there were any other women specific mountain bikes in the store that I had missed. The response I received was quite simply 'No, not in store' no offer of any other help or advice."
"Their turnaround was super quick."
"No phone line available and cannot get customer services to get back in touch after initial ‘we have no record of your order’ response."
"I took my bike in and after a few days of not hearing anything I rang up and was told they were busy and that they would ring me back."