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Canyon responds to storm of customer criticism over late orders

Canyon responds to storm of customer criticism over late orders

Internet company bitten by internet – but blames growing pains Canyon Bikes is under fire from frustrated customers on social media, some cancelling orders after delivery dates were pushed pack – in one case to next April, eight months after the bike was ordered, and six after it was originally due to be delivered.

The German brand, which has a direct-to-consumer business model, says the move to a new factory coupled with teething problems following the implementation of a new IT system, are to blame. It insists it is clearing the backlog of orders.

But other issues raised by unhappy customers on Twitter include failure to respond to questions about delivery dates through multiple channels, plus incorrect or multiple billing.

Some have even bypassed UK customer service altogether, contacting CEO Roman Arnold directly in the hope of resolving problems.

He’d written to customers in November (link is external) to explain the issues the company was encountering.

However, several Canyon customers have contacted in recent weeks to express their concerns about the service – or lack of it – they have received.One, Jos (we’ve withheld full names) told us he’d ordered a bike in August, paid for it in September, and been […]

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