Address: 48 Richmond Rd, Kingston upon Thames, KT2 5EE, United Kingdom
Phone: +443439092097
Rating: 3.4
based on 132 reviews.
Customer Service
Pros:
"Staff always helpful and friendly. Happy to help if available when popping in with an issue."
"Outstanding customer service received and really knowledgeable team."
"The young female assistant in the service department went out of her way to show me the pumps and advise me."
"Once you have someone's attention however, the staff prove to be friendly, knowledgeable and go out of their way to offer help and advice."
"Very helpful and knowledgable guy ran through various options pros and cons of different bikes."
"Really helpful, friendly and knowledgeable folks."
"The staff were extremely helpful and friendly, I was really impressed with Archie who advised us on bike sizing and on which bikes would best suit our cycling needs."
Cons:
"I don't have too much experience with cycle shops. But I can surely say Evans customer service is stand out terrible."
"I called on Saturday to check if they have a bike I saw online, they said yes and that the bike would be ready to pick up. I made all my way there and when I spoke with the same guy who before I talked by phone he said even if I buy the bike they are unable to give it same day as the mechanic to do the check was off."
"Neither acknowledged me or made any attempt to assist me."
"He eventually shouted over 'are you ok there'. I was clearly waiting to pay for the item he had not helped me with earlier."
"She's apparently a 'Senior' who has absolutely no interest in resolving issues."
"They never answer the phone. I left my bike for repair and I was told to come back 1 week later, when I came back my bike was not ready."
"I asked for a refund and to fill up a complaint but the mechanic just ignored me."
Repair and Maintenance
Pros:
"They have done an amazing job making my bike feel like new again after years of neglect."
"Had a repair job recently where I was emailed a photo of the problem and a very clear explanation of the work needed."
"Sean fixed this very quickly, in less than 10 minutes."
"The technicians were really helpful and went beyond the call of duty."
"Visited today to get my saddle sorted as needed a new clamp and what fantastic customer service I must say.. problem sorted and fixed in minutes first class service from Glenn fantastic bloke thank you so much highly recommend."
"Needed a back wheel rebuild after 10 spokes were broken. The price was quoted as £40 plus spokes if needed... Collected the wheel today, looked great and works perfectly!"
"The mechanic, Will, was brilliant. I could see he was busy, but he made time to do a quick fix."
Cons:
"both wheels, front and back, were not tightened - both brakes rubbing, creating friction - saddle tilting abnormally upwards at the front."
"Tried to buy a bike for my son for his birthday. Whilst doing the safety check there was an issue with the gears so we had to come back the next day."
"Was told that they didn’t have the tools to adjust the hybrid disc brakes."
"Their servicing is poor quality and disorganised."
"For a 5 minute job, I thought the £10 labour charge was quite steep and the guy actually put my tyre back on backwards."
"Damaged my bike frame when I got it serviced, then they refused to admit or apologise for it."
"Worst experience I have ever had, bought a bike a week ago for 425 was informed that the bike was ready for collection, when I turned up I was informed the bike wasn’t there."
Pricing and Charges
Pros:
"Not only that, but he helped me price-match it with another shop so the whole lot ended up costing me £30."
"The guys (Tahir and Oli) went above and beyond to get the bike ready for my daughter before the weekend."
"Some superheroes wear capes - Others are called John & they perform miracles in the service section of the store!"
"Last popped in on Thursday and the service staff fixed a problem saving me buying a costly part and didn't charge."
"Thought they'd be expensive but no! I went to have a tyre changed and the guy who served me was quick and friendly."
"He took the bike out to the back workshop - returned 10 minutes later with the gears all sorted and with no charge. Great service."
"Brilliant service!!! Had to have a quick-fix on my wife's Dawson bike, and they did a marvelous job."
Cons:
"Paying £4.99 for click and collect is taking liberties."
"For a 5 minute job, I thought the £10 labour charge was quite steep and the guy actually put my tyre back on backwards."
"First they sold me a bike they did not have in stock then they upgrade me to a newer model... I had to wait another week for the right one."
"Avoid, the internet is cheaper and more reliable."
"Incompetent liars. Sent a quote for repair which I approved via email. Arrived to collect and they had fixed a whole load of stuff that didn't need to be."
"Awful. More than a month to replace broken pedals, and still no end in sight."
"Ordered a £400 bike and when i went to pick it up as i received the confirmation email, they told me they did not have it."
Product Availability
Pros:
"They had exactly the bike I was looking for (and many others)."
"Just bought a Trek Hybrid Duel 1 from the Kingston store. Wasn't initially going to buy straight away, but the service I received was second to none."
"Bought a bike here last week. Was genuinely impressed with the knowledge, attitude and courtesy of the staff."
"Great shop and team... I have been receiving great service - highly qualified and always super friendly staff."
"Buzzy lively workshop. Definitely a good place to consider."
"Highly recommended!"
"Great experience! Very friendly people."
Cons:
"I called on Saturday to check if they have a bike I saw online, they said yes and that the bike would be ready to pick up. I made all my way there and when I spoke with the same guy who before I talked by phone he said even if I buy the bike they are unable to give it same day as the mechanic to do the check was off."
"Despite the store being empty, no sales staff came over as I was looking at checking out the bikes."
"I have been repeatedly lied to by Chat staff."
"They said it would take an hour and they would ring me when it was done, 1 hr 30 mins later I turn up and it's 'done'."
"AVOID! Sell expensive but flawed bikes and the customer service is appalling."
"The service from this store has declined dramatically since March/April."
"I’d give no stars if I could. Went into Kingston branch on Saturday to spend up to £1000 on a road bike. Not only was I told there was no one available to help but I should try next door Balke’s cycles instead."