Canyon Bicycles UK - Chessington

Richard A.

I have recently had a warranty claim on my Spectral 29er, the service I received from Owen and the wider support team throughout was exceptional.

From the outset, the communication was clear, concise, and informative. I was given straightforward guidance on the steps I needed to take, including the importance of providing photos, a video, and arranging to have the bike assessed by their Chessington Service Centre.

The process progressed swiftly and smoothly. The continued updates and responsiveness throughout were exemplary.

Please pass on my sincere thanks to everyone involved. It's rare to receive such a consistently high level of service, and it deserves to be recognised.

Kind regards,
Richard

Alex M.

Bought a new Torque ON cf 8 in Nov 2023 for £5000. Great for 5 months then an error code caught me out on the trails so not great but was sorted fairly quickly within warranty. After only 2 further uses the first weekend in July 2024 the bike wouldn’t even turn on after I drove 2.5hr to a mtb park. (Tested night before) completely wasted weekend & fuel. Handed it in again to be sorted under warranty. It has now being sitting in shop for 3+ months & still no sign of getting it back! Complained to customer services & they simply do not care! Same dribble “Busiest time of year” “e bikes go wrong” “waiting on parts from shimano” Offered a £75 voucher which is insulting for completely missing my first summer with an e bike & spending £100’s on rental e bikes for the trips I had planned. DO NOT BUY FROM CANYON! Unreliable bikes & awful customer services.
(The shop that currently have my bike generously lent me one of their demo bikes for the last 3 weeks)

Peter

Outstanding returns.
My son purchased a Spectral mullet cf8, he rode it several times in the street (not off road). But just knew the size was wrong. He should have bought a large.
It was collected on Monday by UPS, arrived at Canyon Friday morning. Lunchtime today (Saturday) gets a message from the bank showing a full refund. We’d expected to wait several days more for this.
Absolutely brilliant. Hopefully this will put you at ease if you’re looking for reviews about wrong size/returns.

Bella N. D.

Canyon business leaders need a tutorial on logistics 101. Customer experience is certainly not their #1 priority.

I ordered an EV bike from Canyon. The bike arrived within 10 days but the battery is nowhere to be seen. In addition, I ordered bike racks — no idea when those will be delivered as the status is marked delivered. I contacted customer service 3+ times, absolutely no response! Now I have a bike without a battery. You would assume they would ship it at the same time in separate packages.

For some reason I decided to order Canyon t-shirts, misordered too many and tried to cancel the extra order. They responded after 3 days and said "sorry it's been sent out". Obviously with an SLA of that time, you can't stop anything.

The customer service experience is just awful. I'm very disappointed.

Cesar C.

Since dropping the bike to collecting the bike in the same day not even an hour sort me out the issue in the canyon , very helpful and professional staff .. 100% will back again to them

Thanks

Jesus S.

Canyon sells defective bikes. One lasted 5 years. The other a year and a half. Total 6 and a half years, out of warranty and I no longer have a bike. The only answer from him: "Sorry we can't help you"

Rob

I've had worst on-line purchasing experience of my life with Canyon, all stemming from UPS being totally and utterly incompetent. Not only did UPS not deliver the bike to where I asked it to go, but then unilaterally decided to send it back to Germany. And then delivered the bike to the wrong location in Germany - some place where Canyon doesn't exist. So what should have been a simple 5 business day turnaround - turned into three weeks of constant chasing, arguing, tracking... I still don't have the bike... as it's still in the back of a van somewhere on the continent. One word of advice - be very wary of UPS.

Just an update: since I purchasing the bike and finally getting it - there were gaps in the build info - so as a result i split the carbon fork post. Thankfully Canyon agreed to fix the forks under warranty - given it was an error on their build instructions. Eventually, they replaced the forks - but in the wrong colour. As i understand it, the factory in Germany has had an issue with the naming of spare part boxes....(this is efficient Germany remember...). So provisionally, they fitted the bike with the wrong colour forks until they managed to find the right colour. And I'm still waiting (six weeks later...)

Sam K.

I purchased a canyon bike which arrived more than a week early. However on my second day of riding the rear derailleur snapped which was apparently a freak accident. I was extremely disappointed as I’d only had the bike for one day, and having read the reviews on here I thought that I was going to have to wait weeks to get my bike seen to, and that I’d have to send it back to Germany. After reading some of these reviews I had a very anxious weekend, however Canyon got back to me first thing on Monday morning, arranging for the new derailleur to be sent out with them covering the costs of the fitting from a local bike shop. From my experience I would fully recommend giving them a go, the bikes are absolutely stunning too.