North Bristol Mountain Bike Club

Well just when I thought that everything was OK with the bike and it had been sent I am still shocked at just how bad Canyon are with there Customer order process.

Just had Canyon UK on the phone telling me that because my order was in process for so long (3 months) the Credit Card details were now not valid and I had to give him new Credit Card details. When i told him that I had already received a tracking number this afternoon it all went quite and he said "Just a minute I will check your order". He then said "Ah"..."Yes" I can see your order has been shipped and you have a tracking order.

So now I am very confused ! Did I pay for this bike (obviously I am going to check) and if so was I almost going to pay for it twice.... !

To make me think that Canyon have absolutely no idea what is going on, the guy said I still need to pay for the scarf I ordered. I never ordered a scarf, but one was sent with a letter from Canyon apologizing for the detail in the order a month or so ago. So I said to the guy this and he told me "NO" it has not been sent yet and he will process the order now and send it. I told him again I already had it, he just said "NO" and "I will send it now".......So I gave up and we will see if it turns up or not.

I really really hope this bike is 100% better than there order process.

If its here by the weekend fancy a trip to A51? No idea what the weather is doing

So it looks like my Canyon is on its way at last !


Sent from my iPhone using the Club mobile app

Vorsprung durch technik
mein Führer
bemannen die Rettungsboote

Don't worry I will run it in for you when you are away.

I found this image on the web from another not so happy Canyon customer. It about sums up there Customer service.

The latest Canyon delivery issues.

This seems to just get worse and not better.

I am away on holiday for 2 weeks from 26th Jan. I sent Canyon and email (with the same Ticket issue number that I have always used) to tell them that I will not be able to take collection of the Bike as I will be out of the country. I was happy when the reply told me that my Order had been put on hold until the 9th Feb when I am back. All seemed good and I was happy with there reply, it seemed that they understood my requests and had made the changed to make this work.

UNTIL….

This morning I received an email from Canyon telling me my order is currently being processed and will be handed over to UPS in the next 48hrs to be shipped. It is like there UK help desk has no contact at all with the factory in Germany, they just send out emails that they think will keep the Customer happy even though they have no facture information in them what so ever.

So now it looks like that after waiting a month for it to be delivered it is going to be delivered whilst I am away regardless if I want it or not. I have no idea what happens if it cannot be signed for ? do they take it back ? hold it ? there is no point in asking Canyon as they will no idea either are just tell you “Yes”……what ever that means.

For a Company that runs on Internet business there communication is VERYVERY BAD !