Hopefully this will save some time for cyclists who are considering buying a bike from Canyon. Do not, under any circumstances, buy a bike from Canyon!
Back in 2012, myself and a friend both bought entry level Canyon aluminium road bikes. The ordering process was mostly smooth, although they did make a mistake on my friend’s order which was quickly rectified, to their credit. I’ve ridden more than 3,000 miles on my Canyon since then, and it’s a great bike which I feel had fantastic value. I’ve been asked numerous times about the bike and company, with most cyclists being understandably nervous about the mail-order-only way that they fulfil their orders, and in all cases I’ve been positive.
Positive that is, until I ordered a second bike (mountain bike) from them, back in May.
At the time of ordering, the website was saying it could take up to three weeks to ship. That was fine as I had some travel coming up, so I placed the order. Months later, the bike still hadn’t shipped, with no word at all, and here is the ultimate reason to not buy a Canyon.
The company combines the worst elements of German and British customer support.
Their customer support:
- Is only available 9-5, Monday to Friday.
- There is no ability to check on the status of your order, or even see your order on the website.
- They offer an online chat facility, but they employ robotic agents who do not care about the problem and seem to be instructed to lie about anything in order to get you to go away.
- They charged my credit card immediately upon placing the order, then claimed they never do that, then said they had proof (they didn’t), when they had absolutely taken the money.
- They were unable to give me an estimated shipment date, and made vague reference to a missing part, and it was only after I asked why I hadn’t been told the reason behind all the delays that I received a canned email that looks to have been sent to what I can only assume are hundreds of other customers who are waiting for their purchases.
- I was finally (after I demanded to speak to a supervisor) offered 48GBP off my order (shipping fees, essentially).
- However, I had ordered a Canyon T-Shirt and no longer felt like supporting the brand. When I asked for the T-Shirt to either be made free or removed due to this reason, they removed it, then put the 48GBP charge back on.
- The only way to refund the 48GBP was to give them bank details via an insecure email. A call was refused.
- Then, after I complained on Twitter, a call was promised, but they never followed through. The reason they couldn’t call was because they were “replacing their phone system.”
- I did copy their CEO, Roman Arnold, in the last few emails. He hasn’t replied.
- Finally, they shipped the bike (yesterday) but as I’m leaving for a week of travel, I wouldn’t be able to receive the order.
Ultimately, this isn’t the first time someone’s been disappointed by this company, and their tone-deaf and completely callous support team is something that just can’t fly with a mail order only company. So I’ve decided to not support this kind of mess, and have cancelled the order. It will be probably be a small miracle if the refund gets processed.
I was also looking at buying another road bike this fall, so not only has the company lost a huge brand advocate, but they missed out on two sales (and more over the next few years).
It’s always a sad thing when a great brand dies.