[Closed] Don't get gifts from Evans...

According to their website, the returns policy states "proof of purchase" which to me would not be limited to the receipt. I know for a fact my local evans are happy to take a bank statement printout as proof if the receipt is lost.

[i]"Any item including bikes (but with the exception of food, videos, DVD’s, face masks, RideIt! events and software) can be returned to us for any reason provided it has not been used or fitted and is returned in its original packaging and with a valid [u]proof of purchase[/u]."[/i]

I will say I use Evans and have had great service from them, but to be treated like this for a return is joke. I think you should call Head Office on the main number and complain or have you spoken with another store as they might say something different?

Is it not more helpful advice to say.....

If people are going to buy you bike related gifts, tell them [s]not to go to Evans.[/s] to keep the receipt

company policy and legislation are two different things

I wouldn't have used them anyway in the first place. Shoddy service and warranty repair/replacement on friends bike. Fixed eventually by saying sod it, binning the bits and fix it yerself with bit from CRC.

thats really poo, especially if the exact same top is sitting in the store only a different size?

For what its worth they happily exchanged a top for me that fell apart after one wash with only bank statement as evidence

Poor show....

Strangely everything I have bought from them looks like it was secondhand.

Facebook it

I've worked in retail for a number of companies. Some will exchange without hesitation, whilst others "require" receipt or "proof of purchase" and then will only replace, repair or refund if it was faulty.

A carrier bag can be used as proof of purchase legally, although getting the store or manager to except it will be another matter. And for an exchange due to wrong size they can trot out the not faulty line.

Good customer service does not equal statutory rights I'm afraid. Evans can refuse to exchange regardless.

Evans lost my custom over a fiver. I'd previously spent a few hundred quid on drivetrain bits among other things, but their initial refusal to exchange some sealant I'd bought (which was on their advice and didn't work) meant I've not been back.

I can't express how downright rude and patronising the shop assistant was, although it was compounded by the cretin of a manager who refused to speak to me yet was seemingly the one in charge.

I will never shop there again.

I don't use Evans very often, but do they not ask for your postcode etc at the till - precisely so you don't need the receipt? Or am I thinking of somewhere else?

I'd try a different branch. Or next time you are buying stuff (so spending more £££) try to exchange. Leave without buying if they won't - they have more incentive if there is a new sale to gain on top.

Of course your gripe should really be with your brother who thinks you are fat!

If i buy something from Evans they email me a copy of the receipt

I vow never to go into Evans again either. Their staff, on a number of occasions, have spoken to me like I don't know anything about bikes. On one occasion I had to really take a deep breath, say thank you and walk out and smash the living day lights out of the nearest wheely bin.

I hope Evans in Trafford read this.

Item with tags on it - including an Evans price tag? That would count as proof of purchase in my book.

To be fair though if it doesn't have any Evans identification on it then it could be from anywhere, and or it's got half the tag torn off then it could be from the likes of TK Maxx who sell on seconds and such.

But with bank statement they should really give you the benefit of the doubt. At the very least they could see something was purchased there for that price and you're just exchanging an item for that value.

Unfortunately some retailers can give their staff a really hard time if they don't follow store policy exactly and they could just fear loosing their job. A manager however should be able to be customer friendly.

Daft thing is if buy online, you have distance selling regs which gives you a no quibble return in 14 days, whereas in the shop you have statutory rights but they can quibble about it and simply say no - unless it clearly was faulty goods.

Their staff, on a number of occasions, have spoken to me like I don't know anything about bikes

Sometimes I've found it's their staff who don't know anything about bikes. Though this is true in many chain stores. Halfords of course being the classic.

The Evans I use ask for postcode and house number when buying something and they can see the order history from that, worth seeing if they have a record from that?

I've used them in the past and they had always been ok, but last month's purchase / wrong item supplied / struggle to get a refund debacle will make me think very hard about using them again.

Actually, I'm finding this kinda thing more and more commonly online now, so my most recent order for bike stuff has been via my LBS.

suprising in 'this day and age' that stores even request receipts.
Over here, Home Depot (Canadas B&Q) only ask for your CC when returning stuff as they have the entire purchase history in their database.
But yes, like for like swap for same jumper regardless of store policy, doesn't take the excercise of much managerial descretion that that should be a quick in and out transaction in the interest of good customer service.

BearBack - Member 
Surprising in 'this day and age' that stores even request receipts.Over here, Home Depot (Canadas B&Q) only ask for your CC when returning stuff as they have the entire purchase history in their database.

What do they do if you've paid cash?

I wrote to them just before Christmas after visiting three of their shops in the North. All had staff that were completely useless and new fekall about bikes. I asked for a spoke key (mavic fit) and was handed a crank extractor.!!!! I walked out. They obviously use the same idiots guide to recruitment as B&Q.

I might be a little premature with this but I'm having a bit of hassle with an easily replaceable item. I must stress though, that Evans haven't actually refused to do anything yet.

I have a Stages Power Meter (from Evans) that developed what has been agreed by Stages, a common fault with the battery and the battery cover. This has now rendered the Power Meter unusable until a replacement cover has been obtained. I called the importers Saddleback (on the advice of a few places) who told me that they agree with the fault and that they have the new covers in stock but for me to obtain one, I have to go via Evans who simply have to request a batch of them. I then called Evans and explained the situation to them and added the fact that the bike is currently unusable but they are adamant that I have to go via the warranty claims process which means emailing them photos (or taking into a store) and then waiting for them to make a decision as to whether to replace or do as I asked and request the replacement covers. I then have to wait for them to get the stock in, tell me they're in and then get one out to me which by my calculations will not be this side of next weekend.

Surely all they have to do is call Saddleback, ask about the fault and then Saddleback will dispatch the new parts?

I vow never to go into Evans again either. Their staff, on a number of occasions, have spoken to me like I don't know anything about bikes. On one occasion I had to really take a deep breath, say thank you and walk out and smash the living day lights out of the nearest wheely bin.

I hope Evans in Trafford read this.

A lot of the staff in this store have changed in the last 6 months or so with some going over to the Velodrome and others just leaving. Gotta say I don't feel as comfortable in there as I used to.

The Velodrome store, I find, is a lot better staffed as is the kendal store.

Evans' Trafford store is shockingly poor for customer service. Staffed mostly by kids who couldn't care less, and managed by utter numpties.

Call them 01293 574900; they are open tomorrow 9-5pm, explain what has happened and that you only want to swap a large for medium

I would be very surprised if they say no!

but always happy to be proved wrong 😉

had a similar issue with my local sainsburys, got sorted with a quick shirty letter & I received extra gift voucher to boot 🙂

Never had a problem with local Evans store in Reading, although have to admit Wiggle are my current favourites for hassle free exchanges. Wife bought me lovely jacket for xmas, but I wanted different colour and I was wearing the new one last night even with british high speed post and bank holidays...

I''m pretty sure bank statements etc. are widely if not legally accepted as proof of purchase.

Pretty poor that. Can you ask for a voucher instead of a straight exchange (and then use it to buy a medium top)? I returned some unwanted gifts to Marks and Spencer yesterday and due to the lack of a receipt they gave me vouchers instead of a cash refund but would have been happy to exchange.

Fopster - I work for Evans, email me your contact details and I will sort this out for you. Address in profile.

Well done duner, are you the Evans equivalent of Brant? Fair play to you
I bought a faulty Exposure Maxx-D that I had to take back to the Edinburgh store and was disappointed by the apathetic and unhelpful way I was treated.
Bring back Mark and Colin and The Bike Chain to Edinburgh, as I've had ropey experiences at the Coop and Alpinebikes too 🙁

the Edinburgh store

apathetic and unhelpful

Same here. I wonder if it was the same person we spoke to or if it's a common feature of their staff?

I bought the wrong size inner tube recently. My own fault. Returned within 5 minutes and asked to swap for the right size. Was kept waiting for 15 minutes while a senior person could be found and then told that I wouldhaveto wait around for an hour or so for a mechanic to become free to check the tube over for holes (the box was unopened and you could see the tube was unwrapped). I asked if that was really necessary and was told that you never can tell who might try it on.

I don't use Evans anymore.

Evans = Starbucks

Thanks Fatmax, I'm not the Evans equivalent of Brant, though we do have one who is a regular contributor on here. I'm just one of the many people who work for Evans that ride bikes and like happy customers!

I've never had any issue with Evans but I would take it on the chin if I couldn't find the receipt and they wouldn't budge.

I've just taken my rollers in for a potential warranty claim, so we'll see how they do. Last time, they were pretty efficient at sorting the freewheel on my singlespeed.

What do they do if you've paid cash?

Whats cash? 😉
Good point..you still get a receipt (or they will do email receipts too) but anything can be returned there without any form of receipt.. only downside is that if its been on sale, you only get refunded the sale price

Evans get a lot of stick. Some deserved, some not. But if you're taking something back for exchange or refund to any retailer then at least have the common sense to have the receipt. Shops can provide gift receipts that hides the cost of the item for this very reason.
Presuming a bank statement has the same qualities as a till receipt is way off the mark.
You could have saved a lot of drama by using a good old fashioned technique that people seem to have forgotten about. PHONE THE SHOP before making the journey!

Thanks Fatmax but I don't think I will ever do the retail thing again. The hours don't agree with me.
Plus I am way happier one level back up the chain. Heaps less stress and tons more fun.

Mark

Item with tags on it - including an Evans price tag? That would count as proof of purchase in my book.

Not really, How do you prove its not stolen. A black and white policy helps enforce this. Unfortunately genuine people will get caught in the crossfire.

Evans also (or used to) ask for postcodes on a lot of sales to keep a track of what customers are buying. Say yes and there is a record of everything. Also comes in handy if you need a refund/warranty.

I unfortunately think you would get a similar response at most (not all) chains.

I work for a similar retailer to Evans. I think we'd ask for pop and would accept a bank statement.

I think shops like this are rule/procedure heavy and it ses like Evans' procedures need re-thought, and made a little more flexible.

Not trawled through all this but surely there would be records on the till transactions at the store? These would then match up with the statement printed that was brought in by the OPs wife? Its pretty piss poor for a large store like this to get so Anal over a Jersey!

I went in to the new Evans in glasgow city centre last month for a look round. Whilst I was there I thought I'd buy some embrocation, couldn't find it so asked the bearded hipster behind the counter if they had any, he answered with 'do you mean lubrication' er no I mean embrocation, which was met with a very confused expression, I said forget it and walked out, I won't be back. Surely someone working in a bike shop must know what embrocation is?

I wouldn't berate a bike shop employee for not knowing what embrocation is.

I've worked in 6 shops in total, not one of which stocked it.

It's a bit like asking for truffles in Sainsburys.

I expect someone in a bike shop to have knowledge of bike riding.

I'll admit I just searched for 'Embrocation' on chainreaction and not one search result!
Had to google it. (cyclist for 15 years) 😳

embrocation

What?

Yep. Utterly niche.

I went into Evans once and was horrified to discover that one of the staff members didn't know as much as me about a certain product I'd been researching extensively for months.
Its disgraceful that their staff aren't experts on every single product in their 128,000 product range and I vow never to shop there ever again!
Lol

Yep. Utterly niche.

Which makes it even more strange a hipster wouldn't know what it is.

You don't need a receipt to exchange goods you only need a proof of purchase and a copy of a bank statement is valid. Go back and get them told. Take a copy of their T&C's and a copy of the sales of goods act. To really make it complicated they don't have to exchange anything is you are not the original purchaser hence why gift receipts should be sought.

I've been cycling for quite a while but only know about embrocation because of having to play Rugby when I was at school.
Had no idea that it could be related to bikes and haven't heard the term for probably about 30 years, so I'm not surprised that the guy in the shop hadn't heard of it.
He should, however, have been able to locate it on the shop website - assuming that @GaryM had spent a second or two explaining what it is.

This counts as a fail on the part of both people, I'm afraid.

Maybe @GaryM could tell us what his line of work is, so we can test his encyclopaedic knowledge on the subject 😉

Ok, so what is embrocation?

Gary?

Interesting posts and I have a new found desire to buy some embrocation. As some have said, this will get sorted and after an indeterminate amount of unnecessary aggravation I will get a jersey that fits. However, bottom line is that if someone buys you a gift at Evans and you need to exchange it it is not straightforward and you need to ask the giver for a recipt which takes the edge off the giving for both parties. It is small minded and petty of the store to operate such a policy and it is no way to treat customers. They will reap what they sow - in my case by me not buying my next bike off them. And in case my beloved reads this, that in no way is to imply that at any point I have any desire whatsoever to replace my Zesty (bought at Evans) with a mid travel FS 29er. Hypothetically.
😯

If you take in the sale of goods act as Philfive suggests they'll kindly point out that they are under no obligation to exchange of the goods that are fit for purpose.
Just because something is the wrong size no shop is under legal obligation to exchange but it is good customer service to do so. As it is there own policy they are entitled to impose whatever conditions they like. I would guess reciept would be proof that it hasn't been shoplifted.

Having said that if you give them your details they can access your purchase history but if it was someone just buying a gift they probably wouldn't have done that.

On the receipt thing most high street stores offer gift receipt that doesn't show the price but will allow easy exchanges. Not sure if Evans even have that as an option.

My, some of you have yet to experience Tiger Balm. Women are attracted by the scent.

It's been my habit over the years to say something like 'This will be a present. If it's the wrong size, will you change it please?' Never had anything other than a positive answer. Never shopped in that chain though.

I got a crash replacement helmet sent to me by the importer it was the wrong size. I had opened the box and discarded it at the post office. The importer refused a swop as I had not got the box. I went into Edingburgh cycles explained the situation they did a straight swop for the correct size without hesitation.

I can't see why your Evans has had an issue the bank statement is clearly as good a proof of purchase as the receipt unless the receipt has a code that matches to the individual item .

Don't rate Evans very highly personally. Online prices for clothes and parts can be very good though.

Stick with the LBS for servicing and advice!

When I was a kid my mum asked me and my Dad to take some clothes back for a refund after Christmas. Off we went with our British Home Stores bag and queued for an age. When we got to the desk, the woman immediately point blank refused to take them back. She went on to explain that although my mum had given us a BHS bag, the clothes were from Marks and Spencer...

Spent best part of 1/2hr in Debenhams yesterday with MrsT who was trying to get a refund on a jumper which had a faulty seam.
Long story short the girl on the till had 3 trips to the managers office because the issue was that MrsT had a new debit card(old one worn out!)and it would not allow the girl to do the refund because it was not the original card/I'd number/didn't match the receipt!!
MrsT and daughter both worked in retail clothes shops and regularly had people who would return goods having worn them out at a function!! Theft "returns" we're also common. A senior manager at my work was a serial culprit apparently 😳
Nick stuff from one shop, take it back to another is another ruse 🙄

I'll admit I just searched for 'Embrocation' on chainreaction and not one search result!
Had to google it. (cyclist for 15 years)

Cyclist for 22 years also had to google it never rubbed any cream on my bits, also never bought anything in Evans
To me bike riding isn't about rubbing cream on my body or shopping in over priced, poorly staffed (allegedly from what I read on here) chain shops (appreciate the OP family doing so though as they probably not aware of the friendly LBS round the corner)

Did however return a jumper and socks to Next last week with only a gift receipt for the jumper, not even sure socks where even from Next so was presently surprised when they took them back
(Mother in the unlikely event you read this, it was a minging jumper, and that's 3 years on the trot now you have bought me pretty much the same style of woollen wear)

Fatmax - I'm blushing 😳

I know it might be a bit of a trek for you but I'm due to return to a bike retail soon, only in the Highlands.

As for the Evans thing - if it's run anything like my current (Outdoor Retail) employer then it might be a bit unfair to point the finger of blame at any of the staff in your local store.

I don't even know where to begin with this thread. I don't have much time so I'll just say that the OP is an idiot.

Don't slate a company online because you can't provide the necessary documentation to get a refund or exchange. This thread title is so misleading - you expect a company to do something they don't offer and then get angry when they don't do it?

People like you make me so angry.

Surely Gary, embrocation is the act if applying the cream for heat on the legs, what you were after was embrocation cream / gel / salve.

I think you asked the hipster for a massage. I'm surprised you only got a blank stare!

Oh, and I've rubbed deep jet into my legs to help prevent cramp while time trialling years ago. Didn't know it was called that though. Not sure if it really worked, but you didn't want to go for a per prior to starting after applying!

got a special limited edition dakine backpack from online stock much cheaper than anywhere else - no problems. Asked for a few little odds and ends instore - needed for the weekend - they didn't have any in stock such as a few little bolts etc and the mechanic has given me some from his junk spares box for nowt.

increasingly irate

From the first post. Here is the problem.

I've returned items to stores (bike and non-bike) over the years with no receipt. The trick is a charm offensive. But then that's a general approach for anything in life. Deal with a human being in a confrontational way and you will receive at best bare minimal help and at worst, heels being dug in. Be nice, be their mate, and I can almost always guarantee you will get the desired outcome because you appeal to the person not the employee.

Evans have done nothing wrong here.

Evans have done nothing wrong here.

... unless you count losing what seems like a fairly regular customer over a pretty much zero-cost exchange of an item ?

Aye
... unless you count losing what seems like a fairly regular customer over a pretty much zero-cost exchange of an item ?

Have you even read this thread?

You have no comprehension, clearly, of quite how easily large companies can lose large money by allowing a few 'pretty much zero-cost' items to slip through, genuine or not. Policies are in place to be adhered to, not just ignored.

Get your head out the sand.

1)

embrocation

2)

Get your head out the sand.

large money

... unless you count losing what seems like a fairly regular customer over a pretty much zero-cost exchange of an item ?

Nah - those are easy words... the reality is nobody shops in Evans because they are the friendliest shop, or the best informed, or even because of brand loyalty. Its like Tesco, they have relatively big shops with a broad range of product in locations which might be convenient and stuff that is OK priced. i.e. Convenience. The reality is the OP will find himself back in an Evans at some point in the future because he needs something on a Sunday when the non-chain-stores are closed, or because he wants to buy clothing and the LBS with its tiny shop has a very narrow range, and online purchases are not as convenient for stuff you want to try on.

Of course "the decision" also wont affect the actual customer here (his Brother / Mother) who will still use Evans but keep the receipt! They will use Evans for all the same reasons that anyone else does!

The smell of embrocation used to knock you out when you walked into a race strip, but that was a [b]long[/b] time ago. One of the old myths of cycling, but all it does is create an illusion of warming by acting as an irritant and encouraging blood flow to the surface of your skin. There was no evidence that it improved performance, so most people just do a proper warm up these days.

should have asked the hipster for Belgian knee warmers instead.
oh and online at least, it seems that evans sell 5 or six different embrocaton creams. 😯

Gary has gone quiet,may he got went for a wee straight after rubbing in his embrocation.

Have you even read this thread?

1) the OP's genuine and he's now sufficiently pissed off with Evans to not buy more gear from them ever (he can't control his relatives' shirt buying quite so easily but it'll presumably be him that buys the next bike/fork/... and his wife seems quite cross too)

2) the OP's a small-time crook who's tried to launder a single item of nicked clothing and this has made him so mad he's spilled his entire cover story on the net. Not clear why though.

3) He's a bit pissed-off now but that'll pass and he'll go back to price-only shopping (not sure that truly means Evans though - achtung Deutschland and hello Dave Hinde !?)

You have no comprehension, clearly, of quite how easily large companies can lose large money by allowing a few 'pretty much zero-cost' items to slip through, genuine or not. Policies are in place to be adhered to, not just ignored.

Get your head out the sand

M & S always had a good name for changing stuff in the weeks after Christmas. I don't suppose they lost by it. Though I expect things have changed since those days.

In response to Scaredypants post, I can report that:

i) I am genuine, and not a crook. Self reported of course so accept some may not believe that.

2) I will not go back to buying from Evans - I am influencing them the only way I can by withdrawing my business (which was regular) and letting the world know (I have also told Evans directly). That way I hope to influence their policy to help others and eventually help Evans themselves. As a consumer that is the power I have.

3) With regard to the supposed cost of the exchange and the genuine reason for the policy, I want to make a like for like swap of one item for an another identical in all ways except size. They are priced identically, and more than likely the cost to Evans is also identical. The "cost" is therefore admin to change their stock record - up one on one size and down one on the other. We have already spent 40 minutes in the store with several staff and then the manager, who is now making further enquiries to finally allow the exchange to happen. Agreeing to it day one would have cost them considerably less, plus they would have my constant ongoing business (as they are my LBS). As the cliche goes, it is far cheaper to keep a loyal customer than to win a new one.

Back to the original point - in my opinion Evans exchange policy is not customer friendly and my experience of other stores is much better. I will therefore suggest to people I know that they do not buy gifts for me from there - that way I avoid the awkward situation of having to ask everyone for a receipt "just in case" which makes the whole gift giving process not the joy it should be.

Right - as they say on Dragon's Den, I'm out. Readers can decide for themselves whether this exchange of views should change their shopping habits or not.

Fopster, I have not received anything from you but still would like to sort this out if you get in contact?

Just to redress the balance. There is a guy who works at Evans Chill Factore (Trafford) who would have exchanged or refunded the op instantly with good grace, knows quite a bit about bikes, rides them lots and lots, has customer service skills which are put to use constantly which results in daily feedback through the Evans website which is outstanding, has already had a huge pay rise after only 6 months of working there and is probably about to be promoted again unless he moves to another job before it happens.
Their not all bad 😉

I really like Evans. As previously said the Reading store is very good.
OP, I think they deal with customers the way they get treated.
Be nice, they're nice.
Be not nice, they're not nice.
Go back there with a smile. It's quite amazing how being pleasant works.

Duner - thanks for the offer but the store manager/staff were already helping. I went back today with the bank statement and an approval code after the manager tracked the store receipt from the original purchase by my brother. Of course in the days since this started they had sold out of the colour I had and so I had to take an alternative.

At all times the staff did their best. The chain is acting within the law. Of course people will try to steal stuff and "return" it. Same applies to all stores.

Bottom line - if you are an honest customer in an honest situation some stores are better to deal with than others. In my view (reading this lot plenty disagree) Evans do not treat customers well enough.

Happy new year to all contributors to the thread and to the Evans staff - who were not the problem.