Evans service; or lack of....

[Brandane]

Was in Evans today, the branch at Braehead, Glasgow. I was only trying to buy a £16 saddle pack and had cycled 30 miles to get there. So I found what I was looking for and took it to the service desk to pay for it......

Seems there were only 3 staff on the shop floor, and all were busy with customers, including one person just taking delivery of a new Sirrus; nice! I waited for over 5 minutes but wasn't bothered as I know what it's like to be short of staff and busy. Another few minutes went past, then ... good; one of the staff finished dealing with his customer who left the shop. Member of staff then goes behind desk, avoiding eye contact with me; does something on a computer and then.....disappears. Not even a "Sorry I'm busy but I'll get you in a minute".

I waited another couple of minutes but still no-one appeared. By then I was starting to feel a little bit pissed off, so put the saddle pack down and left the shop. Looked in at Halfords nearby on my way past but they didn't have anything suitable so I cycled to Glasgow central and got the train home. Oh well at least it got me another 40 miles on the bike!

I will find what I want on-line and get it delivered. But it won't be coming from Evans .

 

[endoman]

Very typical of a big name LDS near me. I need a new inner tube, but will try a very little local shop tomorrow.
I'd email them and let them know how poor they were,

 

[Alan Whicker]

Have you got a twitter account? I had a moan about a member of Evans staff who was riding on a busy pavement (wearing his Evans shirt) at high speed. Within 2 minutes of me tweeting, Evans had got in touch.

 

[markharry66]

Nothing as bad as Halfords no prices on anything Bikeshitehut no one on the till stock left in decay and a mess with no logical stocking pattern was looking at the boardman bikes will not be making that mistake again

 

[Brandane]

Have you got a twitter account? I had a moan about a member of Evans staff who was riding on a busy pavement (wearing his Evans shirt) at high speed. Within 2 minutes of me tweeting, Evans had got in touch.

No twitter account here! But I might e-mail them. Not a complaint as such but just to point out their failings in the hope that it might improve things for the next person. It won't be me; there are better bike shops in Glasgow and if I hadn't been pressed for time I would have used them in the first place, as I will from now on.

 

[NormanD]

That's one of the reasons I avoid shopping in Evans and prefer to shop in EBC instead, much better staff service

 

[Mackerel]

I try and give the independently owned local bike shop as much business as possible. Would rather give my money to them that up the corporate ladder. Have to wait to get them to order in things sometimes but usually just takes a few days.

 

[Brandane]

Just sent them a short message with a link to this post via their "contact us" facility on their website. For their information, in the hope that they might improve things .

 

[Mackerel]

The people who crunch the numbers will only truly take notice of complaints when it affects their bottom line when figures show other bike stores are doing better - when comparatively less people are shopping with them because they voted with their feet. Problem is a lot of people put up with shoddy service because of deals they can sometimes offer through buying power, and because of the marketing illusion that they can trust their brand. The reality is that longer-term you'll probably get a better deal from your local bike store by getting to know them. I reckon.

 

[Willo]

I think the problem is with any big chain is that there will always be less personal investment by the staff but, in fairness, I've generally found Evans staff to be pretty good. The law of averages says that there will be the odd person that's less attentive and it's so difficult to generalise. There is a guy in my local Halfords who has done the odd job on my children's bikes for free if I've taken them in but its turned out to be a quick job but go in another day and you'll be left standing there for yonks. Just today I had to take my bike back to my small local bike shop following a problem with the gears after a service - original lad had done a shoddy job but owner today corrected with some top drawer service.

 

[cycleruk]

the big names seem to think they can choose there customers,so service i find tends to lack but when ever iv been to my local bike shop they all ways try there hardest to deal with you weather good or bad,so for that point i do prefer the L.B.S to big name shops

 

[The Lady in White]

I'd say you've been incredibly unlucky with your recent trip to Evans at Braehead. Big bike companies try to adopt a uniform approach to customers but when a big store has upwards of 15 employees it's only natural that you'll get varying levels of service at any given time, especially if they're understaffed at that time; that can happen anywhere. You're right though, someone should have acknowledged you.

That said, this is far and away the best bike shop in Scotland, if not the UK. I've shopped with them for the last five years and the Assistant Manager, Mark, is simply fantastic. He has the most amazing manner with cycling customers of all abilities. His equipment knowledge, bike-fitting expertise and easy affability with all customers has won him many valued customers who, like me, come back time and time again. His knowledge of Pro Racing has sparked many a lively debate and his advice on clothing choice, equipment selection and compatibility, bike set-up and positioning has helped many cyclists at all levels to progress and get the best from their machines.

The Manager, Drew, and a couple of the guys (Rod, but I think his real name is Scott?) are BMX experts and have given my boys the very best advice on the best bikes to choose for use at the local skatepark and Unit 23. They give honest opinions and are very well known in the BMX community.
Other staff members worthy of note are Greg and Tye who run the maintenance classes and a few of my friends have said that they learnt so much that they now have the confidence to tackle brake and gear adjustments and they now know how to best look after their transmissions. The Australian girl, Alexis, is a very accomplished road and cyclocross rider and if Mark is unavailable she's always my next choice.
All too often forums comments focus on negative aspects but I feel is important to point out how good this particular branch of Evans really is and your experience is certainly atypical.
What more can I say; a great store and if you want to benefit from a wealth of experience especially if you're looking for a roadbike (entry-level to Pro quality), ask for Mark!

 

[kishin]

I'd say you've been incredibly unlucky with your recent trip to Evans at Braehead. Big bike companies try to adopt a uniform approach to customers but when a big store has upwards of 15 employees it's only natural that you'll get varying levels of service at any given time, especially if they're understaffed at that time; that can happen anywhere. You're right though, someone should have acknowledged you.

That said, this is far and away the best bike shop in Scotland, if not the UK. I've shopped with them for the last five years and the Assistant Manager, Mark, is simply fantastic. He has the most amazing manner with cycling customers of all abilities. His equipment knowledge, bike-fitting expertise and easy affability with all customers has won him many valued customers who, like me, come back time and time again. His knowledge of Pro Racing has sparked many a lively debate and his advice on clothing choice, equipment selection and compatibility, bike set-up and positioning has helped many cyclists at all levels to progress and get the best from their machines.

The Manager, Drew, and a couple of the guys (Rod, but I think his real name is Scott?) are BMX experts and have given my boys the very best advice on the best bikes to choose for use at the local skatepark and Unit 23. They give honest opinions and are very well known in the BMX community.
Other staff members worthy of note are Greg and Tye who run the maintenance classes and a few of my friends have said that they learnt so much that they now have the confidence to tackle brake and gear adjustments and they now know how to best look after their transmissions. The Australian girl, Alexis, is a very accomplished road and cyclocross rider and if Mark is unavailable she's always my next choice.
All too often forums comments focus on negative aspects but I feel is important to point out how good this particular branch of Evans really is and your experience is certainly atypical.
What more can I say; a great store and if you want to benefit from a wealth of experience especially if you're looking for a roadbike (entry-level to Pro quality), ask for Mark!

Good post - how long have you worked there?

 

[Jezston]

Saturdays at Evans in Nottingham usually involves some long waiting. Pretty much every time I've been in there everyone is busy, the 'system is being slow' and at least one of the tills has gone down.

Reminds me of when I worked for a major audio retailer and they got in a new fancy till system from the cheapest contractor they could find. Which connected to the main servers via DIALUP. So every time you wanted to place an order for someone, it had to dial in ... and chances are the line would be busy. Disasterous.

 

[Oxo]

I have bought from Evans in both Kendal and Castleford and have always found staff to be helpful and polite.