Evans service; or lack of....

[Simba]

I have never had any problems at Evans Manchester (Deansgate). Always fast service and the guys know their stuff.

 

[Brandane]

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!

As Kishin said, how long have you worked there? Or is it just a coincidence that on the same day as you joined this forum and posted this, I received an e-mail of apology from Evans, given that my letter of complaint included a link to this thread? . You do seem to know all the staff members very well for a "customer" of 5 years standing! (I bought my first bike from Dales in 1976 when they were in Maryhill Road, but I couldn't name any of the staff past or present).

Far and away the best bike shop in Scotland?? Admittedly you are not the worst and I have in the past had a mixture of good/bad/indifferent service from yourselves, but I am sure Dales and Alpine bikes would have something to say about your claim. Personally I have found Dales to be the best in terms of consistent good service. As inferred in my OP, it was not a big deal but one that I thought was worthy of bringing to your attention. After all, it is pretty much the normal standard of service in Britain these days, whichever way you look.

 

[akb]

Evans in Milton Keynes where I got the commuter gets the

 

[the snail]

As inferred in my OP, it was not a big deal..

You travelled 30 miles each way and it annoyed you enough that you went home without what you wanted - not the way to gain customers. Points deducted for not cycling home though

 

[Brandane]

You travelled 30 miles each way and it annoyed you enough that you went home without what you wanted - not the way to gain customers. Points deducted for not cycling home though

It was just the time factor, honest guv .

The fact that I went home empty handed was neither here nor there; if I had been desperate I would have waited until someone got around to manning the pay point. While waiting I had plenty of time to consider the alternatives, i.e. go home and buy on-line. That is what I ended up doing, and got a better product as a result. If I had stuck it out at Evans I would have ended up with a Topeak item; whereas I ended up buying a Carradura super-midi saddlepack direct from Carradice for roughly the same price . Delivered in 2 days too; probably less time than it would have taken to wait at Evans .

All's well that ends well...............

 

[wiggydiggy]

*********Big load of twaddle from an evans employee********

Lady in White, do you think we're that dumb?

Its certain that online (forums, social networking, etc) are a valuable resource for companies to connect with their customers yet it has to be done in the right way, and more importantly an honest way.

If you'd come on here, maybe shared a couple of anecdotes of working in the shop (BSO 'not working right' brought in with backward forks always goes down well) and admitted that yes on this occasion the employee in question could have handled it better, you might have had your potential customer go back to you.

As it was you've made a pretty obvious schilling or 'guerilla marketing' attempt and at best come off as a bit of a wally, and at worst turned a few people off your shop.

Feel free to discuss 'those self-gratification artists over at cyclechat' over your morning coffee breaks as you probably try and fail to remove your nose from the damp buttocks of the Holy Church of Evans.

 

[Brandane]

Lady in White, do you think we're that dumb?

Its certain that online (forums, social networking, etc) are a valuable resource for companies to connect with their customers yet it has to be done in the right way, and more importantly an honest way.

If you'd come on here, maybe shared a couple of anecdotes of working in the shop (BSO 'not working right' brought in with backward forks always goes down well) and admitted that yes on this occasion the employee in question could have handled it better, you might have had your potential customer go back to you.

As it was you've made a pretty obvious schilling or 'guerilla marketing' attempt and at best come off as a bit of a wally, and at worst turned a few people off your shop.

Feel free to discuss 'those self-gratification artists over at cyclechat' over your morning coffee breaks as you probably try and fail to remove your nose from the damp buttocks of the Holy Church of Evans.

+1

I have no time for an organisation that adopts such tactics. My opinion of Evans has gone from "OK" (despite my original complaint), to "never again". Lady in White, do not forget that customers have a choice, and in Glasgow we are particularly well off in that department.

 

[Angelfishsolo]

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 .

Start to walk out of the shop with the item. You will certainly get attention that way!

 

[wiggydiggy]

+1

I have no time for an organisation that adopts such tactics. My opinion of Evans has gone from "OK" (despite my original complaint), to "never again". Lady in White, do not forget that customers have a choice, and in Glasgow we are particularly well off in that department.

It just annoys me so much that companies could choose to connect with their customers in a much better way yet often act like we're all supposed to act like automatons and blindly buy their goods.

The annoying thing about this is they could have handled it so much better, you already said you didnt mind waiting but its the fact a member of staff came within 3 feet of you and could have said something, even if it was "Sorry we'll be with you ASAP", yet chose to ignore you that cost them your business.

I think this may have more to do with a lack of customer service skills in general from many shops, I forget the name of the program but BBC this year had a lady go around various shops highlighting just how bad high street service can be.

 

[phil_hg_uk]

Maybe the fact that the op was wearing cycling gear confused them

 

[Chris S]

Evans in Birmingham had a broken window after the recent riots.

Somebody on another forum questioned whether it was down to the rioters or just a disgruntled customer.

 

[e-rider]

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 .

Exactly the same happened to me in Evans Crawly (the largest cycle shop in Europe according to Evans!). Some staff noticed me there but couldn't be arsed to serve me! Walked out after 5-6 mins leaving my goods on the counter.

It's worth remembering that although some retailers make huge profits, their staff generally earn more than minimum wage! (£6 / hour) - I wouldn't do much either for that salary!

 

[400bhp]

I have never had any problems at Evans Manchester (Deansgate). Always fast service and the guys know their stuff.

+1, helps that most of them seem to be into their cycling. One had/has a broken collarbone but is still working.

 

[Jonathan86]

I was in the Braehead Evans myself today and I seem to have also come across a familiar level of service too.

The guys on the floor had no idea what or what they didn't have in stock (was looking for full-face helmets) and when I did head to the counter to buy some gloves, it took the guy behind the till 10 minutes to serve the couple in front of me, and myself - with dashes off in between. No sorry's or thank you's either.

The last time I went their they weren't the most enthusiastic, and this time confirmed that they aren't getting business from me in-store - or online - again. Two trips out to the retail park purely to go to that shop, and two times I've been left with a sour taste in my mouth.

Dales Cycles from now on it is! The guy who was helping me last time I was in was bending over backwards to help. Shame they didn't have the stuff I wanted in stock either

 

[400bhp]

I was in the Braehead Evans myself today and I seem to have also come across a familiar level of service too.

The guys on the floor had no idea what or what they didn't have in stock (was looking for full-face helmets) and when I did head to the counter to buy some gloves, it took the guy behind the till 10 minutes to serve the couple in front of me, and myself - with dashes off in between. No sorry's or thank you's either.

The last time I went their they weren't the most enthusiastic, and this time confirmed that they aren't getting business from me in-store - or online - again. Two trips out to the retail park purely to go to that shop, and two times I've been left with a sour taste in my mouth.

Dales Cycles from now on it is! The guy who was helping me last time I was in was bending over backwards to help. Shame they didn't have the stuff I wanted in stock either

Remember, today is the weekend, you're more likely to get the temporary/part time staff.