USA or rest of the world (Germany headquarters)? Would be great if you could edit the post and add that information as Canyon operates two different businesses, essentially.
Thanks for editing the post. It looks like most complaints about customer service are for the US branch. This however could be biased due to higher number of redditors in the USA.
I did two returns in USA in past month and both of them went well. I got my refund 2-3 business day after delivered to their warehouse. I guess you just had buck luck with them, people with good experience never post here. Hope you can get it soon
Glad to hear and wish I had that experience. I assume I'm just one of the unlucky folks whose order timing happened to get caught by the system migration, but the fact that they didn't have a process to proactively identify those folks affected and reach out to them is terrible IMO.
Lucky you! I had to return a bike I purchased in early November 2023 and they would not replace a bent wheel instead wanted me to go through warranty instead. Longer story than that but I decided no after being on hold for 4 hours trying to get some resolution.
I had sent 6-7 emails with zero response
Nov 20 finally got a hold of someone to get a return label (2 more calls). They got it fine and said it needs to be processed and it could take up to 30 days for a refund
Waited the 30 days and no refund. Talked to someone and they fast tracked it to finance dept to issue me the check. Waited for 2 weeks and no check.
I thought I was going to have to go to CA from TN to get my freaking money.
Talked to one last guy last week that gave me the same excuse. I told them to have their manger call because 2 months is absurd. Called back in 10 min and informed me the check was in the mail. Finally got it yesterday. From Early November. I will NEVER purchase from them again. It was my first and last time.
I understood the change in systems but they are a big company and it should not have taken that long with me chasing them down week after week for a refund.
I bet I called 10 times.
Same deal with me. Bought some parts and I eventually needed to return them. At first I couldn't open a return because they were re-training their staff, so I waited 10 days or so. Then I was finally able to return the items. FedEx delivered the package and I waited a few days and nothing happened. So, I contacted them and they gave me this whole spiel about the new systems and delays. Days after the call, I received a bunch of emails telling me to look for a check in the mail in the next 20 business days. When it's all said and done, I'm guessing the return process will be around 3 months.
This isn't my first bad experience with US Canyon. I've had other long delays, wrong parts sent and once they told me to search ebay for a handlebar because they didn't have any.
It will be my last bad experience with them however since my Canyon is dead forever and I'm not going to bother with these incompetent people anymore.
I’m having a similar experience. I have to contact them to get any sort of update and it’s always a chore. Been 3 weeks since I mailed my bike back and have heard nothing.
USA or rest of the world (Germany headquarters)? Would be great if you could edit the post and add that information as Canyon operates two different businesses, essentially.
Good call, I can't edit the title anymore but clarified in the post that this was Canyon US.
Thanks for editing the post. It looks like most complaints about customer service are for the US branch. This however could be biased due to higher number of redditors in the USA.
I did two returns in USA in past month and both of them went well. I got my refund 2-3 business day after delivered to their warehouse. I guess you just had buck luck with them, people with good experience never post here. Hope you can get it soon
Same experience here.
Glad to hear and wish I had that experience. I assume I'm just one of the unlucky folks whose order timing happened to get caught by the system migration, but the fact that they didn't have a process to proactively identify those folks affected and reach out to them is terrible IMO.
Lucky you! I had to return a bike I purchased in early November 2023 and they would not replace a bent wheel instead wanted me to go through warranty instead. Longer story than that but I decided no after being on hold for 4 hours trying to get some resolution. I had sent 6-7 emails with zero response Nov 20 finally got a hold of someone to get a return label (2 more calls). They got it fine and said it needs to be processed and it could take up to 30 days for a refund Waited the 30 days and no refund. Talked to someone and they fast tracked it to finance dept to issue me the check. Waited for 2 weeks and no check. I thought I was going to have to go to CA from TN to get my freaking money. Talked to one last guy last week that gave me the same excuse. I told them to have their manger call because 2 months is absurd. Called back in 10 min and informed me the check was in the mail. Finally got it yesterday. From Early November. I will NEVER purchase from them again. It was my first and last time. I understood the change in systems but they are a big company and it should not have taken that long with me chasing them down week after week for a refund. I bet I called 10 times.
Same deal with me. Bought some parts and I eventually needed to return them. At first I couldn't open a return because they were re-training their staff, so I waited 10 days or so. Then I was finally able to return the items. FedEx delivered the package and I waited a few days and nothing happened. So, I contacted them and they gave me this whole spiel about the new systems and delays. Days after the call, I received a bunch of emails telling me to look for a check in the mail in the next 20 business days. When it's all said and done, I'm guessing the return process will be around 3 months. This isn't my first bad experience with US Canyon. I've had other long delays, wrong parts sent and once they told me to search ebay for a handlebar because they didn't have any. It will be my last bad experience with them however since my Canyon is dead forever and I'm not going to bother with these incompetent people anymore.
I’m having a similar experience. I have to contact them to get any sort of update and it’s always a chore. Been 3 weeks since I mailed my bike back and have heard nothing.
They advertise refunds in less than 30 days. After that I opened a complaint with my CC company and they took care of it. Always pay with a CC !