FINAL UPDATE: I upgraded to 4 stars as the team at...

FINAL UPDATE: I upgraded to 4 stars as the team at Evans made the final part of my purchase experience a smooth one. In the end, they ordered a new bike rather than try to fix the brake that was not working and made it happen within a day of seeing me. When I arrived, they looked after me and ensured a smooth process. Thank you Evans.

PREV UPDATE: The pre-purchase experience (below) was 5 stars however my post purchase experience has not been so great. The bike was built by Cannon and shipped to Evans. I bought the bike on a Saturday and was told to come on a Tuesday to pick it up.

I went to pick the bike up on the following Tuesday however I was told that the brake was not working and it needed to be replaced. It was only identified by a floor salesperson (and not the bike technician) as they literally were handing me the bike to take home. I give the floor salesman credit for finding this and flagging however I would have thought the bike repair team would have flagged this when they were examining the bike upon receipt from Canon. I was told that I would need to wait to have this repaired because of the long customer queue and that I would need to wait another week to receive my bike. They told me to come back the following Tuesday which is when they said it would be ready to pick up.

One week passed and I did not hear from them during that week at which point I assumed there were no problems and it was ok to pick up. On the Tuesday I was due to pick up the bike, I tried calling Evans to confirm all was ok and there were no issues but no one answered the phone. I never received a call from Evans and showed up for the second time to pick up the bike only to be told that the bike needed further repairs and was not ready.

What was more frustrating was the fact that no one called me to tell me that the bike needed more time. Luckily, I had a nice gentlemen who helped me with the situation and escalated the problem to the manager. The manager also apologized for the situation and said that he would escalate to get the repairs done ASAP. I am hopeful I will be able to pick up my bike this week. They also provided some store credit to offer their apologies which was nice of them.

Overall, its been a bit frustrating but there is light at the end of the tunnel. More importantly, its the simple act of communicating which was lacking during this process with Evans so for those who have bikes being serviced at Evans don't assume all is ok - call and check to make sure the bike is ready to be picked up!

PRE-PURCHASE: What an amazing customer experience. It was out second time in the store to finally purchase our first bikes in London. The first visit Danilo was super patient in helping describe all the options and also allowing us to test ride a few bikes. We came in today and were helped again by both Danilo and Andy. Together they were an amazing team and really looked after us, answering all our questions and ensuring we were comfortable with our purchases. We really enjoyed our time in the store and can t wait to start using our bikes. Evans is top notch and would recommend to anyone looking to buy a bike or accessories. They have it all!