Evo Cycles Hornby

Will not purchase anything from here again! Terrible experience. My husband purchased a kids ride shot gun seat for Christmas for my daughter and when we opened it in Nelson on 27th dec we found no seat or handlebars only parts. We had clearly been given the display box. We called the store and were told we could take the empty box into the Nelson store despite purchasing in Christchurch Hornby store and they would give us the product. When calling the next day to confirm we were told they had spent 4 hours reviewing the security footage and could see we had been given a sealed box. We clearly stated there was no seat or handlebars in our box but were told the security cameras are state of the art and can see a fly on the ground and they would need to go through their processes before they would give us our item. The 2IC basically implied we were lying and had received the product. After two phone calls and apparently a discussion with the regional manager and on direction from the owners we were advised they would need to do more research to see what had happened. In the end my parents went into Evo Nelson and received a refund as they could see the box had no seal and no seat in the box. The manager of Hornby then called back to apologize as they had found the seat and handlebars that was meant to be in our box. I understand these things happen but to not have received an apology initially for giving us an empty box then imply we were being dishonest about it was terrible customer service. As a customer I paid for a product that I never received and then was caused undue stress while on holiday as I had to fight to get the bike seat. No compensation was offered. Whilst I appreciate the manager calling to apologize and say they had found the seat it shouldn’t take this to be kind to a customer.

I had a click and collect order for a hard tail mtb , the website was easy to use to find exactly what I wanted. Great support from the store and gave me peace of mind with maintaining my bike. Overall a brilliant experience. Keep it up guys

I recently bought a Talon Giant bike for my partner as a gift for his birthday. I appreciate the knowledgeable staff who helped me find the right bike for him. The service was quick and easy. Arrival to shop and assembly was fast. Pricing was fair. Communication was excellent.

Excellent fast service I found the staff at my local EVO Hornby were very helpful.

Great service and communication. Moved down so changed service stores. Friendly and helpful.

Purchased a full suspension mountain bike for my son and the staff were very helpful and knowledgeable. Sold us a bike that meets his riding ability without going overboard. Very pleased with their service.

Great customer service! Much better than the manager at 99 Cycles Hornby, such a terrible experience I had there.

Visited the Hornby store two weeks in a row for my daughter to test bikes before deciding on one to buy. Staff were extremely helpful on both visits, never pushing for a sale etc.On both visits I explained that my daughter is autistic and would need time to decide. Both sales staff were extremely respectful, never speaking down to her or even directing questions to me rather than her.We really appreciate all the help and advice we were given on both visits.Well done Evo Hornby! Ka pai tō mahi

Extremely friendly, knowledgeable and helpful staff. I'll certainly be back next time I need a hand with anything bike related.