Canyon Bicycles USA 5600 Avenida Encinas, Carlsbad, CA 92008

"This is my second purchase of a Canyon e-mtb. I didn't have the opportunity to contact customer service on this one, but the bike was shipped complete and packaged perfectly. Customer service and the management team were great on my first purchase. These bikes are incredible. I purchased the Spectral ON CF-7 in light gray and just love it. Very playful, perfect size with extra room in the cockpit, great components. All e-mtbs are heavy, so the Canyon is equal to the competitors with 51 pounds. The Shimano motor is powerful and great - no rattling as reported by others. I used 16% of my battery in 10 miles mostly on Eco with a little trail mode and a boost of Boost, so I think the range is really good. I commute to work 10 miles one way and had no issues riding this bike this morning with snow and ice on the ground and some mud. Still made it in 45 minutes. Thank you for your great work, Canyon. Kudos to the build team, logistics handling, carriers, etc for bringing me the perfect bike."

"Just got the new Torque on E bike CF 8. Wow what a bike. Best e bike on the market. The only E bike I have seen that is like a DH bike. The geometry is way ahead of everything else. The design and engineering is so good. So much thought was put into this bike. You can scale Mt Everest with this thing and it is a DH bike on the way down. Brilliant spec too. I really like the support and service here. Love Luis in the Carlsbad office. I have fallen in love with this beast and can not wait to take it to Northstar this summer. Thank you canyon."

"A great opportunity to see most of Canyon's latest bikes. They also have a lot of bikes for test rides, but in limited sizes. Some are outdated models. Knowledgeable staff. Some variety of terrain on their test drive course, but no steep climbs, and no rocks or gravel. Not perfect, but a really good opportunity to get close to your bike before making a purchase. You have to purchase online and the bike must be delivered to your home. This is a demo site with no sales or service capability. (The photos are of the size Small Grail:ON 8 Demo Ride Bike, perhaps an XS Grail Demo Ride Bikes (with no motor), and the lighter-colored Grail:ON Display Bike."

"I ordered a Endurace CF7 Di2 in Medium size and was excited to get the bike in a few days. On opening the box, I saw that they had sent a Large bike. I called customer support and was asked to return the bike and order a new one. So I did that and got another bike which was also a Large (wrong) size. After multiple calls and talking to the Customer Service supervisor, I was advised to wait till the issue was resolved. Now 2+ weeks later I called again and the response was issue was escalated but no resolution date available. Yes, the bikes may be great, but their Customer Service is pathetic. All they do is push back and not provide information. What’s even more ironic is that I can still order the same bike and presumably get the same large bikes (not medium) sent to me. Why is the order website not updated to show that Medium is not available? This is extremely unprofessional and shows they do not respect a customer’s time or care for their business. My experience with Canyon support is that it is never the fault of the person handling the call. It is someone else and so they are unable to “try” and help. Please think twice if you buy a bike from Canyon, if you are lucky and get a good working bike great, if not you may regret your decision. Update: After 5 weeks the issue was corrected and I was able to get the bike in the correct size. The bike was a joy to ride and I completed my first 100 mile ride within a few days of getting the bike. All in all it ended well and I think that the issue was resolved satisfactorily. The only thing is it took a really long time. I feel that the sales team/assembly/head office teams work independently and if issues need all units to be involved the customer experience suffers. It is a very stodgy organization and needs some streamlining."

"What a disappointment. I have brand new Canyon bicycle with fewer than 50 miles on it, and they won't let me return it per their supposedly friendly return policy. Watch out! I spoke to their customer service rep on the phone trying to work out how the bike just didn't quite fit (handlebars felt too wide, bicycle felt clunky, seat felt too far back). I wanted to do them a good one and try to work out a solution rather than jumping to just immediately returning the bike and wasting all that shipping back and forth and carbon footprint. Sometimes 30 days creates a tight schedule to work through issues like this, between shipping time to me, building the bike, doing the tests, bad weather, and trying to adjust parts. I described this on the phone and was assured that because I was in touch within 30 days about the problem, that they would work with me. Well watch out! I just couldn't figure out a solution so then I tried to do the return, which I had strenuously tried to avoid. But no, they said no chance. I even offered to do a return for store credit and I would buy a more expensive bike. Sounds like a win for Canyon, right? But no again. What a disappointing experience. I have a brand new bike (fewer than 50 miles) and their best advice was to go and sell out. Seriously??? That's why they have a return policy. It's so frustrating when you try to be a good, problem-solving customer and then they go back on their word and hang you out to dry. I'm posting this review in the hopes that I get their attention and maybe Canyon will help me fix this problem. Will delete review if they do—I really think they're better than this. Fingers crossed that we can work together on a solution. Thanks!"