Evans Cycles 4 Air Street, Brighton, Brighton and Hove, Brighton BN1 3FB

"I went in to ask for a bracket as my saddle snapped off this morning (I must have had all the pies..) . They kindly gave me a brand new stem and saddle! Thank you very much Evans, very friendly service!!"

"Purchased a Pinnacle Lithium 3 from Tom at the Brighton store. He advised that the bike could be returned at any time in the first 12 weeks for a free post sale service worth around £50. He said you don't need to book it in, just drop by anytime and it will be done straight away. Around 6 weeks later, I take time off work to cycle 40 minutes to the store for the service, and get told by Tom that it will be more than 5 hours before it can be done as the mechanic is doing a 'gold service'. He said I could wait or bring it in another day. Despite the previous misinformation given to close the sale and put £550 in the till, he was totally indifferent and uninterested in trying to retain customer loyalty. He even started laughing as I left the store, which I had to do as I didn't have 5 hours to spare. When I asked to speak to a manager I was told there wasn't one. There is no formal complaint process and the customer service online chat have stated they don't do compensation and they will not update me on the outcome of their investigation. I know I am not the only customer treated this way, so I suggest getting the details of the active directors from the government website, Companies House, and writing to them directly, as they will not engage or listen otherwise."

"Generally speaking, the service at this store was below standard; a bunch of mid-20s/30s guys standing around talking about their weekend and barely noticing customers when they enter. To the current employees: if you don't want to work there, then quit. Give your job to someone who actually cares. When asked for help, they seemed irritated, almost as if I was wasting their time. It's especially frustrating when you're about to spend £3000 + and want to feel sure of the bike you're buying. Needless to say, I will never return to this store, especially when brilliant places like Baker St Bikes and Bike Shed are just down the street."

"What used to be a friendly, knowledgeable store has gone completely to the dogs. I booked my bike in for a straightforward repair. They failed to complete (or even start) the job on the day I had booked. A week later, I chased up to fund out what was happening and they told me it was ready to collect. The first time I rode the bike after collecting, it became clear they hadn't actually carried out the repair at all. I complained to both Evans and Sports Direct (who now own Evans, which explains a lot) and both refused to refund. I only got a refund in the end by issuing a chargeback thorough my bank. Avoid Evans at all costs is my very strong advice !"

"Bought two bikes now from Evans, the service is always superb and can’t fault the guys in the shop, always super helpful and very knowledgeable. Thanks again chaps! Craig"