Evans Cycles

Evans - Right to Reply, names changed because, internets...

Dear Mr Carey,

Thank you for your email.

I am sorry that you have been disappointed with the customer service
at the Aberdeen branch of Evans Cycles.

Please be assured that customer satisfaction is of primary concern at
Evans Cycles and I have discussed the issues that you raised in your
email with Mr Jonny McCoy, the manager at this branch/ of the
management team at this branch. Mr McCoy sincerely regrets that your
expectations have not been met on this occasion.

Regrettably, the item that you required was a non-stock item that is
not available to purchase as part of the range of products that Evans
Cycles supplies. Although the item was available as a workshop spare,
this is for the use of mechanics during the course of their work and
for servicing, repairs and bike building. I understand that two
members of staff were initially willing to supply the part, but as it
does not have a product code, it could not be entered through the till
system which is linked to head office. The store teams are not
permitted to make ad-hoc sales in this way, and so regrettably it
meant that they were then unable to allow you to take the item. As the
store is relatively new, some of the workshop staff are unfamiliar
with this process. This matter will of course be high-lighted in the
store team’s next staff training session. Mr McCoy is of course sorry
that this caused you disappointment.

The outcome of this is that you have been left very frustrated and
dissatisfied which is not the impression we want customers to leave
with and which we unreservedly and sincerely regret. In recognition of
this, I have generated and sent an e-gift voucher to the value of
£25.00. This may be redeemed online on the website, or by using the
telephone mail order facility or by printing out the email and taking
it to any branch of Evans Cycles. It has a two year period of
validity. Please note that when we send this, you will receive three
emails; the first two are confirmation and shipping emails, and then a
third email follows with the value, voucher code and pin number.

I realise that this experience has caused you to become disillusioned
with Evans Cycles as a whole and I sincerely regret this. I hope you
will appreciate that it is certainly not our intention to disappoint
our customers and you may be assured that your custom is valued; I
would like to assure you that customer service undergoes constant
review in order to ensure that our customers' experience remain
consistently high.

I am grateful that you brought this matter to our attention since it
enables Evans Cycles to improve the service that we offer. I would
also like to assure you at this juncture that this is not indicative
of the normal level of service provided at this branch - or indeed any
other branch of Evans Cycles.

On behalf of Evans Cycles, please accept my apologies for the
disappointment you have been caused.

I hope that you will give Evans Cycles the opportunity to restore your
faith and I hope that you will continue to enjoy cycling.

Yours sincerely,

Rachael Welsh

Customer Relations

TLDR - Customer service acknowledge I was a bit miffed, gave me £25 voucher, I am a happier bunny, that is for sure! have replied to this saying they should be allowed to sell workshop stock and should add on a mark up for profits!