Canyon Reviews 

Fast bikes through slow service. Placed order on May with estimated shipping on June. But received configuration email on July. So forced to buy outlet bike on August.

This is the second Canyon Road bike I have purchased. I did so because I was very pleased with my first purchase of a 2016 Canyon Ultimate CF SLX 8.0 Di2. When I sold it in 2019, I needed a replacement and wanted to have bike with the latest iteration of the Di2 system and disc brakes. So when I found one piece of the Canyon Ultimate CF SL Disc 8.0 Di2 Aero in my size available on the Canyon Factory Outlet, I grabbed it! However, in my haste to put in my order, I forgot to order the Garmin Mount which is specific to the CP10 integrated handlebar. As the bike was already in the Factory Outlet, it shipped out the next day to me before I realised this omission on my part. I engaged the Canyon Online Help and asked if they could waive the shipping (I will still pay for the cost of the mount) as I live in Singapore and the shipping for the part alone is prohibitive for me. They replied that I'd have to write an email to the HQ in Germany as the Online Help was in the UK. So I got the email address and wrote, hoping for for some goodwill since I am a repeat customer. I received the bike in Singapore 4 days after ordering it (amazing how fast it was delivered!) and that night, I received an email reply to my appeal that Canyon would not be able to waive the shipping as it costs too much. Furthermore, the writer tried to be helpful by suggesting I ship the Garmin mount to a European address... (I did not understand how this would help me as I had informed them that I live in Singapore). Canyon is under absolutely no obligation to do me this favour but they missed an opportunity to delight a repeat customer and reinforce brand loyalty. The bike was expertly put together and everything worked perfectly out of the box once assembled. The front wheel disc rotor was slightly bent out of alignment and this could have happened during the shipping. I managed to bend it back into alignment and it is now fine. I found a DT Swiss wheel manual in my pack when the bike is not equipped with DT Swiss wheels (it's equipped with Mavic Cosmic Pro Carbon UST wheels) and I found out later it was put in by mistake. The Mavic wheel manual was also included. Overall, I am very satisfied with the purchase and the quality of the bike, components and the workmanship. I would recommend Canyon to others but in Singapore, shipping costs, plus Goods & Services Tax (GST) increases the final cost. In my opinion, for the Singapore market, the Giant TCR Advanced range of bikes provide comparable value and quality...

I have no idea why I have not received my order, I bought a MTB from the factory outlet so know it was in stock. They took the payment from my card on the 18th July, their website states payment will only be taken once the bike is dispatched. Using the "track your Order" tool, the bike is currently "in picking" and the UPS tracking details are available.

The expected shipping date was the 15 - 19 July, and, according to their own terms and conditions, that date shall not be exceeded by more than 2 business days, or, if an item is marked as in stock, dispatch shall be no longer than 5 business days, either way they have failed.

I have emailed canyon twice, the first was regarding a confirmation of order, the UK office responded promptly to explain the situation and I was happy with the interaction. I have since emailed them to find out the status of the order, again, the UK office replied in a timely manner and said they would investigate. They have had three days to figure out what the problem is, I have yet to receive a reply. If the UK office can't easily get information from the factory, why have them.

There is clearly an issue with either their delivery department or the actual bike, either way, problems happen and I wouldn't complain. However, being kept in the dark is not acceptable, someone knows what the issue is, and I should have been informed.

Finally, I am not currently in the UK and had planned to collect the bike from my families home when I was passing through, now that I have no idea when it will arrive I will likely have to re-plan. If I have not been given a fixed date and informed what the problem is soon, I will be forced to cancel my order. As it happens, a friend has just ordered the YT Jeffsy, around the same spec and price, but had a fantastic experience with them.

Update - 08 Aug 19.

After speaking to the UK team several times, I still have no idea what the issue is, I can only assume they sold the bike to someone else.

However, I have received an update today by email stating Item added - &TEXT& - Item removed - &TEXT&, I have no idea what a &TEXT& is, it just shows how little the team at the factory care about the customer experience.

Once I followed the track my order link, it appears they have cancelled my order, and, started a new with another of the same bike. Also, the expected dispatch date has moved to 12 - 16 Aug, I won't hold my breath.

Update - 09 Aug 19.

Received an email from canyon stating they were unable to ship the outlet bike, did not give a reason why, however, good news, they are shipping a new bike instead.

Received a notice of dispatch, bike is on its way.

Update - 14 Aug 19.

Mother in law took the 12th off work to receive parcel, online tracking said the attempted delivery around 1130, they did not. Called to arrange another delivery slot on the 14th, the same thing has happened, they did not come to the house but claimed they had. Just checked this website for UPS reviews, 0.6 out of 10, makes sense why these 2 companies have teamed up.

Still have no idea when I will ever receive a bike.

Update - 15 Aug 19.

Yet again, UPS have claimed to have tried to deliver the bike today, they have not been to my delivery address once. Every time I speak to them they change the date but fail to actually turn up. I am unable to speak to anyone at the delivery centre to find out what the problem is or why they are lying as all phone numbers go to their call centre.

I spoke to the UK Canyon team, they fought through the UPS bureaucracy to fix the problem, very helpful, thanks guys. The delivery is to be made on a country lane, the vehicle UPS send sent the package out in 3 times was an articulated lorry which would not fit, no thought to sending a van after the first time.

I bought a Spectral CF7 in the outlet, the bike arrived within 5 days and was easy to setup. What a superb bike it is, would highly recommend!

I have purchased 2 Canyons great service came as expected on the date, so decided to buy another one.

Decided to go with their outlet bikes however first bike the Di2 did not work, so then had to send this back and ordered a new Di2 that was in stock however on buying it then get a mail to say it will be 2 more months. Cancelled that one seen another good deal on an outlet bike, got it quickly, however Di2 was faulty so took it to my local bike shop as had a sportive that month however Canyon would not allow them to fix it. So back to Canyon UK to be fixed, finally got a new canyon 3 months later.

However once with the warranty team they were great in keeping me updated every step of the and was quick just wish the rest of the operation was as good.
My main issue is that no consideration was taken on board with the time I have had with faulty bikes that I would expect should have been checked before hand it has taken over 3 months to get my bike from them that I can use.
On top of this while in a hurry to put together my now fixed bike I damaged the forks which now need replaced, yes my fault however had I got a working bike on day 1 would not be here but looking at another 3 months to get the forks, but I have to send my forks as a replacement before I get the new ones so more time without a bike .
So all in all the warranty guys are good, however processes and procedures are not great , bikes are amazing when working, Just wish someone would have said to me sorry for all the running around and the issues I have had, sadly that is missing.

I have bought my bike from an outlet store and I am very happy with it. It was delivered with some unfit components for size L, the crank set was 170. After lots of mails and conversations, the team promised that they are going to change that. So they changed the conditions to make it easier for them. I bought a new crank set 175 so I could use my bike. So, again, I am very happy and pleased with my new bike, but the department that solves this kind of problems couldn't solve mine.

I bought a Grail through their outlet and it is a steal. Good discount on a bike that had hardly been ridden. Great bike and great service from Canyon, didn’t process the cash transaction until delivery was confirmed. My only comment is that UPS don’t give a time slot so a whole day was wasted waiting for their delivery.

So far so good. I ordered an Endurace CF SLX Di2 8.0 from the outlet on 3/22 and it was delivered 3/27. The bike itself is perfect but Canyon losses a star for missing carbon paste, a completely dead di2 battery and very late delivery notification. The dead battery on its own isn't an issue, but if this was a return, how could Canyon have inspected the shifting before resale? The missing paste also goes to a lack of inspection. I only received an 'on its way " email the day before delivery, while FedEx had notified me hours after purchase. The bike OTH, is near perfect and rides better than I expected. I'm only one 30mi ride in, so early days, but I'm extremely happy with my purchase right now.

Addendum: After 700mi or so, the through axel lever fell off the bike and was lost. It didn't fall off because of some monstrous impact or fall, the wheels are true and the bike looks new. To that point, I had only used it to attach the front tire for assembly and was properly attached to the bike. I contacted Canyon not entirely expecting a free replacement but hopeful they would do the right thing. It took 10 days to get a reply and then in a 3 email exchange, I was told it was a "wear item" and would not be replaced. In the time it took them to reply, I had a 5 flats in 5 day run that ended with me replacing the tires with tubeless. Not their fault (I'm guessing there's a very fine wire or similar in the casing causing very slight leak), but it all adds up. I still like my Endurace which has more than 1000mi on it now, but I think the love may have died and took a review star with it.
Final addendum and why you should choose a different company. I sent a snail mail letter in hope it would get past their woeful customer support company. In the past, I did a similar thing wit Lenovo after some horrendous issues with their laptops and got a direct call from the VP in charge of US operations. From Canyon? Crickets. Buy your bike from someone else!
" 7/9/19

Dear Canyon representative,

I’m writing this after extensive thought and in the hope that it proves constructive to your company. A few months ago, I bought a Endurace CF SLX 8.0 from you. Yes, it was from the outlet, but I still spent $4000. I thought I was buying ‘value’, not ‘cheap’.
There were slight issues with delivery notification but I was happy.
The box was missing carbon paste which a local bike shop graciously provided me, but I looked past it.
The di2 battery was completely drained which would contradict your claim of fully inspecting the bike before shipment, but it charged fine and I was happy.
A few weeks ago, the through axle lever fell off the bike while I was riding and was lost. It was attached properly and should not have been able to eject. I contacted support. My initial inquiry was ignored for 10 days and only replied to after I made a second attempt. I was contacted by Maxim Alatorre and told the item was a "wear item". It was on me to replace it. I guess I understand, but I'm no longer happy. My final reply to Maxim was quite literally the ‘love’ of my new bike dying and it transitioning to just a tool in my mind.
That simple and easily replaced $15 item sticks in my craw and is where you are screwing up. You see, I'm the only person to own a Canyon in either of my bike clubs and as a former racer, I'm asked about it... a lot. Besides the bike itself, the next question is 'how's the service, I've heard bad things'? You should want me to rave, but I can't. My friend bought a Cannondale around the same time I got my Canyon. His seat post bolt fell off during a ride. He rode to the nearest Cannondale dealer and they replaced it no questions asked. He raves about them. I guess they don't have ‘wear’ items? Bikes Direct is considered ‘cheap’ and looked down upon in the serious bike community, but I suspect they would have treated me better too.
Now, I don't want you to think this is about a wheel lever, I have a multi tool that replaces it just fine. I hope you realize that not having your owners backs will cost you in the long run. I will be in the market for a new MTB sooner than later so that $15 retail item already cost thousands. If I were still in my 30 day return when the lever issue occured? The bike would have been back in the box and I would be done with you. When people ask me about my bike, I'm now inclined to include the all the issues I've had, something you could and should have easily avoided. I wanted value, I got cheap."

bought a Endurace CF SLX in size large, had the bike in a week (east coast). The bike was too large, shipped it back. Canyon credited my account in ... maybe 6 or 7 days. Canyon paid the shipping to return. Bought a outlet bike, Endurace CF SLX, in size medium, again had the bike in a week. Canyon could improve their photos of outlet bikes, mine had a scratch which was cosmetic and as an outlet bike you know to some degree something is not 100% so thats not a complaint just a suggestion. The service people I've called were all just as pleasant and helpful as they could be.

They are the RyanAir of bike companies. Seemingly if everything goes to plan, then there are no problems.
However, On 14/09/2018, I ordered a factory outlet Spectral AL, based on the reviews in MBR. It arrived on 20/09/2018.
When I was building it up I noticed a small scratch on the chainstay on the gear side, nothing major, and also a scratch on the hub. The front wheel had obviously been poorly packed, or their much-hyped bikeguard doesn´t work.
Anyway, I sent in the online form the same day with photos and heard nothing back. So the next day (21/09/2018) I rang Koblenz, and they hadn´t received anything. So suggested I emailed Canyon, that day, saying I would be happy to accept a further discount and not pay for packing - as I would still get the bike, and it was a lot less hassle for them and me; and obviously, the packing didn´t work.
On 24/09/2018 they replied, saying they can't offer discounts, and I would have to send the bike back, and they would send a new one out.
I replied the same day. Asking how I send the bike back and when the new one would arrive.
I heard nothing the next day. Rang the local helpdesk, no answer all day. Rang Koblenz, somebody answered after 45 minutes, saying they couldn´t help
Someone eventually replied on 27/09/2018, confirming I will need to return the bike.
I replied asking again when will they collect the bike and when will they send a new one out.
Eventually, on the 01/10/2018 somebody replied, saying that it will be collected this week (I have made it Thursday as it is when it suits me) and they won't be sending a new one out, just giving me a refund. And as a note of gratitude, they said they will not charge for a new one until I receive my refund. Like hell are they charging me for a new one, as I am not prepared to wait another three weeks for no bike!
People make mistakes, but it how companies deal with correcting the errors and putting the customer first.

I ordered Inflite SLX 8.0 pro race from their factory outlet last week. Even after I confirmed my order, didn't receive any information regarding to my order. Tried to contact their customer service and just received general email reply. After that not able to contact and I don't receive any information until now. I will give lesser than 1 if there is. Really disappointed.

Really surprised to see the poor reviews here. My own experience was somewhat different, so here is my tuppenny worth.

I was looking for a new mountain bike but if I could get some discount then all the better. Canyon have a factory outlet section on their website, where for example you can get last year's model with some money off. The selection of bikes is updated regularly so worth checking.

I ordered a 2017 Spectral MTB (20% discount !) which after a few emails to confirm it was in stock, was delivered within a couple of weeks. My only complaint was that a couple of stem bolts were missing, which they duly posted onto me immediately. Not a massive issue as I had some spares.

The bike itself is fabulous, better than I could have hoped for. A 12kg bike sounds heavy, but this model is superbly balanced and rides like a dream.

Maybe next year I will look to upgrade my road bike, I will definitely be checking what Canyon has to offer.

I have given a 5 star rating because in my experience, the communication with Canyon was excellent, delivery prompt and the bike itself is stunning

After a thorough scrutiny of all the reviews I could find about endurance bikes in general and Canyon Endurace in particular, I finally decided to go ahead and buy a Canyon.

I went for a used Canyon Endurace CF CLX 9.0 (2016), sold through Canyon's outlet.
Other than a small confusion about which bank account number to use for the international transfer, everything went smoothly.

Overall, I found the website very clean and easy to use, the only suggestion here is to provide a bit more/better assistance to the buyer in selecting the right size. Reason being that I myself spent a decent amount of time researching this topic, and found that there is a fair amount of doubt expressed concerning making the correct choice of size on various internet-sites.

Delivery and notifications of status all along was fine.

Upon receiving the bike in the Bikeguard box, I only found a small item for improvement: the Bikeguard box needs a bit of extra padding in a few areas where bike components extrude the most.

So far, weather has prevented other than one decent ride, but my experience with the after sales service has been good. I requested spec details and photos to be sent to me, and this was handled quickly.
The tools for bike assembly were not in the package, but as soon as I wrote to customer service about it, they were immediately dispatched, no questions asked. Nice!

There is only one little thing that I (so far) discovered is not 100% OK with the bike: there seems to be an ever so slight inaccuracy of the straightness of the front disc (brake), causing it to rub slightly on the pads.

So, all in all a very good experience for me. I hold my breath that nothing else will pop up once I start riding more intensely :)

A very poor customer service experience, I would not recommend buying from Canyon. I ordered a model from the factory outlet but when the bike arrived it was not the same one that was advertised on the site (it was, in fact, a more expensive one). I contacted Canyon about this and it turned out that, despite them having accepted the order and taken my money, the bike I wanted had never been available. They did offer to let me keep the bike but this would have involved paying a significant extra sum of money. I enquired about them offering me a similar rate of discount on the current model equivalent of the bike I wanted but this was suggestion was dismissed. Over a series of messages I was several times assured that they were looking for a more acceptable solution but nothing was forthcoming. When I outlined my concerns to them, their responses didn't address any of the issues raised, just repeating the line that there was nothing more they could do. It took at least a day or more to reply to every email I sent and no real evidence of the issue having been escalated as requested. I also attempted to contact the Germany office by phone; they told me only the UK office could deal with queries from UK customers but promised me they would be in touch with the Chessington office for further investigation. It later turned out that was never any contact between the offices. Although my money was eventually fully refunded I ended up with no bike and two wasted days waiting around for UPS to first deliver and then collect a bike which I had never ordered. There was never any offer to make up for my wasted time which had been caused solely by errors on Canyon's part.

Canyon undoubtedly offer high-spec bikes at good value but in my opinion it would be better not to take the risk on the customer service experience.

After a lot I feel thought I have just purchased a Canyon endurace women’s bike, and a lovely thing it is too. I actually ordered two bikes to try the style, one was not working properly and the one I’m keeping had a couple of issues, it came from the outlet and I must say the Canyon team in the Uk have been great, they have resolved every issue satisfactorily with both bikes, and they have left me feeling very confident that any problem will be sorted. No regret at all, and the bike is just superb. I will be recommending and already have started to do so. Thank you all very much at the Chessington offices, your attention has been very much appreciated. Jan

I have two experiences with Canyon.

The first one was in 2016, awful, as delivery to France never happened, they kept telling me next week for at least 3 months, so I had to cancel the order.

HOWEVER, I tried my chance a month ago, the bike was from the factory outlet on Canyon website. Ordered the bike on a Friday, received it in one week. Canyon did work on their logistics and I cannot but say they did a good job delivering.

I bought a CANYON Endurace AL 5.0 female bicycle from their outlet store (it was a very good deal for an unused older model) - it was shipped out immediately and it came nicely packaged including Shimano Ultegra pedals (which was an extra). I loved their bicycle design on the webpage and it looks as amazing in real life (great vibrant color and a mate shine).

It also came with a manual of how to take care of the bike and a small set of tools. It feels like they really care.

Thanks, Canyon!

I am not a Canyon customer and that is the point, cause I'm trying to become one since three months now. When buying a 5000 Euro bike Online, since that is the strategy to keep the prices low, I expect a friendly customer support one can reach, somehow. After weeks of trying I've reached someone who was useless. Not useless but absolutely useles. No extra info provided than what i could get from the website. They aren't shop, they are bicycle (and very good bicycle) manufacturer, there so I expect more. I was so mad that I went from Rome to Koblenz by car to get my bike. Super friendly staff in the company who did fitting but no size of the model I want to buy. No help trying to find out if some test ones will be available or anything similar. Also I wanted to buy not ideally fitting bike that was in factory outlet, but if I can take it than and there. The bloke said it's in their warehouse on other address but also in Koblenz (Koblenz isn't big to say the least) and he said it takes a week to organize it! I drove 1400km in 12 hours that night just to get there and get it. Nope, not possible. Trying to get shorter stem/handelbar on the bigger frame? Nope, not possible.
Now I'm trying to find out when do the 2018 models come out and they are playing Apple hiding strategy. I just want to buy a bike!!! And get useful information.
To be fair I have to admit that I understand the growing arrogance. What you get for your money is way better than what you'd get anywhere else for the same amount. The components are anyway well known but also their products are really awesome, like frames and cockpits.
This review is pure frustration with their customer service and it doesn't talk about their products.
However, I wish I had more money to be able to buy equivalent bike somewhere else cause buying experience here is a hell.

Ordered a bike from their factory outlet, order was accepted only to be told two days later that it was cancelled due to demand and none available for the rest of the year, they seem to be advertising bikes they don't have!