Conclusion first:
Greedy, dishonest, and insincere business
Useless and condescending customer support
I bought the bike a couple days ago—an outlet 2XL Grail CF SLX 9 etap, the only one left in stock, for $4449. It was never shipped, and today my order was cancelled. Now Canyon has the exact same bike—same model, same size, again with one in stock— but for $5199. They claim a 'technical issue' caused the order to not go through. Really disappointing.
No meaningful resolution nor offer were made, and throughout the conversation Canyon support was insincere and unhelpful.
I own four canyon bikes currently but It does not seem customers are valued, so Canyon will never ever have my business again.
——
Detail:
I pushed Canyon support for a specific reason for cancellation: they claim it’s “system” error causing the stock status to be incorrectly displayed.
Here is the catch:
The bike is in stock now (only 1 available) selling for $5199.
This felt very suspicious cuz it almost seemed like they were unhappy with me getting this bike for 40% discount and thus claiming technical issues to mask the intention.
So I confronted customer support, asking why would my order got cancelled if the bike is in stock, they started playing cute — apologized but didn’t propose for any resolution or compensation.
I was not satisfied with that so I kept asking all kinds of question, until a different and meaner person took over (apparently) and started to lecture me about what happened and what is it gonna be, like it’s my fault. (Didn’t even got my order right)
The guy kept telling me over and over that the bike is $5199 ($1800 off $6999) “reflecting significant saving” insisting the only thing I can do is to “place a new order”.
I accused canyon of being “greedy” and the guy stopped responding.
I guess life in Cali is so good that you get to screw people around, sound like an ahle but still gets to get off work on time. Worst customer service I have ever experienced.
by StatisticianOdd1566
9 Comments
Yeah I agree that’s a shit experience. Cancelling an order because it’s not in stock despite the website saying it is in stock is already bad. The least they could do to make up for that is honour the price from when the order was originally placed.
This is the new Canyon. Appealing customer service and a no go for me too after buying two bikes from them. Never again thanks to their customer service.
Do you still want the bike?
I just bought a DTC bike from OBED after consideration of buying a Canyon. They’re having a sale so maybe check them out.
Don’t know what the “life in Cali” comment has to do with anything but that is a crazy frustrating experience for sure. I’m currently riding an Ultimate and am looking into the Aeroad but as time goes by I’m thinking of switching to a Specialized after the New Year from a LBS. I don’t think Canyon US is close to the same level as EU.
I mean. They can’t sell you a bike they don’t have in stock. It sucks, but their bikes are always in high demand and that’s just how their system works. Hopefully you can place another order through at some point.
I’ve bought 3 bikes from canyon in two years. Grizl- Aeroad- and a neuron. First two everything was great. The neuron arrived damaged. Took almost a month to resolve the issue but I had to bug them every couple of days just to get an answer. After seeing that they don’t give a shit about customer loyalty I will no longer be loyal to them. I will NEVER buy another canyon.
Sounds like incorrect price listed on website and they “ran out” of stock on the cheaper version. It’s crappy but also standard practice for companies when this happened as long as someone catches it before it ships.
I bought a snowblower for a ridiculously low price. I called in to Lowe’s and was discussing it as the box was heavily damaged. Spoke with one of the managers and his response was “oh, you’re lucky I didn’t see your order or I would have cancelled it”.
Aeroad CFR? Huh?