Reviews

Review Details

• Review fromRyan H

  Date: 02/14/2025

  3 stars
  I'd like to start by saying that my only experience with Canyon hasn't been riding their bikes, but strictly through a purchase/cancellation/refund relationship. The experience has begun to tarnish the reputation of customer service that ********************** touts. My situation is outlined below:I purchased a Canyon Endurace CFR for $7,599 + tax = $8,054.94. I placed the order on Friday, 31 January at 11:02 pm and cancelled the order on Sunday, 2 February at 9:35 am. I cancelled the order due to buyer's remorse and it being too expensive. On Monday morning, I was contacted by customer service stating that the order was being processed and will still be sent if I wanted to reverse my cancellation request. They did offer me the option to ask for a "return to sender" request, which I accepted Monday. Canyon didn't refund my $8K until they received the shipment in their possession (10 days), despite me cancelling the purchase before any shipping confirmations were sent to me. I personally feel that Canyon should have immediately processed the cancellation and refunded my money before shipping the bike; however, I can understand that logistics are complicated.What's worse is that when they refunded me, the amount was $805 lower than what I paid! The order was never in my custody and therefore the refund amount should be the full amount. I've been very patient despite my $8K being tied up 10 days after my cancellation. As someone who is still looking to buy a bike from Canyon in the next few weeks, what I've experienced will determine if I do purchase a Canyon or another brand. I've placed 2 calls to their customer service to request an investigation, which they've agreed to escalate. 12 days after my cancellation I'm still short $805 dollars and have no answers why. I'm still wanting to buy a Canyon in the next week (albeit lower price) and this experience will be determining if I buy from another manufacturer.

• Review fromStephanie O

  Date: 11/29/2024

  1 star

  Stephanie O

  Date: 11/29/2024

  DO NOT BUY! My husband was loving his new ****, however less than a month after purchasing the battery connection failed and had to be taken to a shop for repairs. This company is only authorized with a few shops to repair and the one we used was over 1.5 hrs away. Afterwards, the shop could only order an entire new battery connection as it was deemed faulty and Canyon agreed to send one but 2 months out.After getting it home with no fix, awaiting the replacement, we were contacted by Canyon that the batteries were faulty and at risk for fire. They advised us they were recalled. We decided to return this bike since it wasn't working anyway and there was no guarantee that the connection replacement we were waiting for would resolve anything with the recall on the battery. After 3 weeks of trying to return it, waiting for a shipping box, having Fed Ex cancel x3 with canyon for pick up, taking off days from work, multiple email exchanges to try to get it back and requesting an escalation to higher supervision multiple times with no resolve, we were told they would have to ***** the bike and might charge a restocking fee out of the refund. Even though the bike can't be resold because it doesn't work!!!Customer service was hit or miss. We are still awaiting over a $5000 refund that was paid for the bike and the only compensation my spouse received was an offer for $100 in accessories until they can process his return, which can be 30 days out. The bike was received by them in return weeks ago. He was so excited and loved his bike! But customer service and product durability and faultiness of this product does NOT match up to how much you spend. You're better off spending your money on another brand that can service it in shop and doesn't have such horrible customer service. I wish we had seen all these reviews before purchasing.

  Canyon Bicycles USA Inc

  Date: 12/02/2024

  Hello *********,

  Thank you for sharing your feedback, and we do apologize for the inconvenience this has caused.

  We have sent you a direct email message. Please feel free to contact us directly if you have any questions, as we are happy to assist.

  The Canyon Crew

• Review fromEd R

  Date: 06/20/2024

  1 star
  Canyon Bicycles USA, **** Did not honor the warranty as advertised. My less than 1 year old ~$6000 Aeroad CF SLX bike was damaged due to faulty quality assembly. The chain guard failed during a ride and damaged the frame. I was fortunate not to be injured. I submitted a Warrenty request with all the appropriate documentation after multiple email correspondence. Canyon Bicycles USA, **** Has a 6 year Warrenty on frames. They just sent me a rejection notification after weeks of back and forth. I found this to be a failure to comply with their contractual obligation.

• Review fromAndrew P

  Date: 12/13/2023

  1 star
  Buyer beware of Canyon's 30 ********* period. I have been trying to receive a refund on a Spectral AL 6 125 for over a month. Canyon received the bike back into inventory over 30 days ago and still have my money! They sent me a defective product and are giving me the run-a-round with respect to the refund process. I have filed a dispute with my bank and spoken with my lawyer about Canyon. STAY AWAY!!!

• Review fromAlexander T

  Date: 11/13/2023

  2 stars
  Buyers Beware!Read the negative reviews. The mountain bikes are dangerous and prone to cracking. Good luck trying to get a warranty on the defected bikes. Canyon is doing nothing to Fix the issue and has taken months to do so.I still don't have a bike.....Seriously, don't take my word for it. Do your due diligence and read the negative reviews. Don't waste your money, more importantly don't get hurt by riding these bikes.

• Review fromKevin R

  Date: 10/30/2023

  1 star
  Purchased a Canyon Grizl this summary along with a Canyon Neuron. My girlfriend purchased a Canyon Roadlite as well. The bikes seem ok but the **************** or any other service that you need from Canyon is terrible. My crankset broke on my grizl so I went through their ******************** It's been 3 weeks and I haven't heard anything. Tried to call but their phones are down until November 2nd, 2023 and their website chat doesn't connect you with a live person. My advice is to purchase from any other bike retailer that has people that can help with things like this. Canyon tries to sell you on their 6-year warranty but once you actually have to use it, it will make you hate every previous purchase from Canyon.

• Review fromSunil J

  Date: 10/13/2023

  1 star
  As an owner of a Canyon Aeroad CFR, I felt compelled to share my recent encounter with Canyon ******** customer service. I currently reside in *********, ** but initially purchased my bike in the US. When a stripped bolt socket issue arose, prompting a need to replace the integrated cockpit, I turned to Canyon ******** website chat feature to buy a replacement.However, upon providing my customer details and the revelation that my purchase was US-based, I was met with an extremely rude and dismissive response, stating flatly, "We cannot ship you any replacement parts since you bought your bike in the US". I tried reasoning with them, explaining the potentiality of a customer moving locations, but was curtly told they "didn't care" and that I could "complain to whoever" I wished.To put things in perspective, out of numerous customer service interactions I've had with various businesses, from Telcos to Airlines, this tops the list as the most disappointing. Consequently, I feel the need to advise my contacts in the cycling community about my dreadful experience and to think twice before purchasing a Canyon bike.

• Review fromDavid A

  Date: 10/09/2023

  4 stars
  Great quality bike manufacturer. They dont have a showroom to my knowledge so all bikes get shipped. Shipping is well packed & professional, but does require some assembly. They offer lots of models from $-$$$$ depending on your riding style. Grand Canyon 5 hard tail is a super fun MTB! Be sure to read a size chart and see all measurements before ordering!

• Review fromYuval R.

  Date: 08/15/2023

  1 star
  Canyon is a "direct-to-consumer" bicycle shop. They offer a wide range of bicycles and now even have cyclist at major events use their bikes. Problem is, their product break and when they do, they give you h*** recovering them.I bought a $10k+ bike from them. While cycling the carbon seat broke. They "apologized" and sent me money to buy a new one myself.I then cycled and while stepping on the peddle, the frame cracked. After months of back on forth, they finally agreed to send me the replacement frame but not before they didn't agree to honor the color I originally purchased. I bought a $10k+ bike and they can't even honor the color even though they have it in stock. Then they send the bike w/o the needed parts to actually build the bike I would never purchase a bike from this company and they deserve to go bankrupt if this is how they treat their customers.

• Review fromCharles P

  Date: 02/24/2023

  1 star
  Do not trust this company. **************** is atrocious. Once you have purchased you are no longer of any value to them and they will not offer support for their products. I wish I had used my better judgement and purchased elsewhere. Their pricing scheme also changes daily by hundreds of dollars which screws over customers as their products do not hold any value. Better bikes and service are elsewhere, Canyon is a stain on the bike industry that I wish I had never purchased from.