New production techniques to blame

Canyon has issued an apology on social media to its customers that are experiencing delays in receiving bikes.

Canyon blames “recent changes in [its] production and assembly” for the delays that have left some customers waiting two weeks past the delivery date for a new bike. The changes have meant that delivery dates on the website can now only be described as “provisional” and actual delivery times may vary. It also blames a new “IT infrastructure” for a recent lack of communication with regards to orders.


Watch our review of the Canyon Strive CF 9.0 Race


Canyon will be sending out a new PDF order confirmation to all customers with outstanding orders. It only expects amendments to be made to customers whose bikes are due to be dispatched in the near future, it is hoping that customers with longer waiting times will not be affected.

>>> How to buy your bike online

Canyon said: “We are profoundly sorry for the existing situation: we know how much you look forward to the delivery of your new Canyon. But we can assure you that we are working day and night, and using every conceivable resource, to improve the current situation so that we can deliver your new bike as soon as possible.”

The company has asked any customers with questions to use the live chat function on its website.

You can read the apology here

  • Leslie Towner

    Hello I have been waiting for a Canyon Nerve. Ordered Mid December and promised delivery in March 2016. No bike. Was then told April. No Bike. Once again no bike. Lastly told 2nd May for shipping. It is no the 5th May and not yet shipped. I have now waited nearly 6 months. Take it from me do not believe the promises they make unless you can wait indefinitely.

  • Nuno Pratas

    Do you already canceled the order? Did they already give the money back?

  • Nuno Pratas

    Hello. Do you canceled the order? How much time did they take to give you the money back?

  • Steve Lesson

    Another FOUR HOURS waiting for a chat rep on Canyon’s web page.
    Eventually quoted same vague text as received by email – essentially we have no idea where your bike is or when its going to be scheduled for delivery. Well FUCK YOU Canyon. My order is cancelled, and after a trip to ROSE I built a better, lighter bike for around £450 less. So long, lesson learnt….

  • Ian V

    Sorry guys but this doesn’t just effect new orders, I’m having similar problems obtaining a new ShapeShifter unit under warranty.
    I have a Strive 9.0 which I bought back in Feb 15. Oddly enough it arrived early!
    The ShapeShifter started bleeding oil into the air chamber and I’ve been trying to get a replacement from Canyon since the start of October. Promised arrival dates have come and gone, the latest was at the start of December when the UK service centre were expecting a delivery from Germany in “mid December”. I’ve heard nothing since.
    I would have bought a YT Capra, but at the time they didn’t accept Credit Card payments and I wanted purchase protection (they do accept now)…. And I wish i’d bought a Capra now.
    Don’t get me wrong the Strive 9.0 is a great bike, but German efficiency is a myth where Canyon are concerned.

  • Chris Stanyon

    Trying to post a comment in here and it keeps getting picked up as Spam!!!

    Basically, have a similar story. Ordered a bike in August, and have been let down 4 times now with the delivery date getting bumped further and further back. I had to phone them on the day my bike was due for delivery (7th December) to find out where it was and they told me ‘Bad News. It won’t be delivered until 25th January’.

    5 months for a new bike – and that’s if it arrives with the ‘current’ delivery date. Emailed the CEO but don’t really expect a reply!!

    Their bikes look great, but they’re let down by Incredibly poor service.

  • Rob

    Yep – me too ! Order Endurance 9.0 Di2 in Sept (At the NEC bike show)… First order confirmation said Dec 205, Then a month later got another order / invoice confirmation (with a totally different order number) New date was 4th Jan 2016. Rang the Kingston office for clarification (didn’t want to pay for two bikes – two order numbers) They told me all ok and bike was now due to be shipped w/c 7th Dec 2015. All lies and Spin – don’t believe them !! When bike didn’t ship I rang them – now told me…”ah, sorry, yeah, yeah, looks like mid February now…” !! They don’t know what they are doing ! I was not advised of any new date / delay – only when I got in touch with them – which is another story – Spent 1hr 44 mins on Friday 11th Dec trying to get through to them on the phone – no one ever answered – did not return emails – a total sham. When I did get through on the following Monday they’re happy for you to cancel your order ! (2 points here – No.1 Gets complaining customers of their back / stops the phones from ringing and No. 2 it moves someone else up the long waiting queue – so they are happy for you to say – “I’ve totally had enough of this waiting and messing about…” “No problem then sir I can cancel the order for you…’ !!

  • Rob

    I’m in agreement with you !!!

  • Rob

    I suggest you write to the CEO Roman Arnold at their HO in Germany – I have ! He sent out a ‘personal letter to all Canyon customers’ saying basically sorry for the issues…. So Ive sent him a ‘personal letter’ detailing all my issues and 5 month wait for bike. Suggest everyone writes to ‘Roman Arnold – CEO, Canyon Bikes, Karl-Tesche-Strabe 12, 56073, Koblenz, Germany

  • Rob

    I would strongly recommend you go elsewhere…. Canyon are happy to take your order – but don’t believe the delivery date – Ordered mine in Sept and after lots of messing about and false delivery dates it’s no mid to end Feb 2016 !! 5 months from order !

  • Rob

    Yep – me too ! Order Endurance 9.0 Di2 in Sept (At the NEC bike show)… First order confirmation said Dec 205, Then a month later got another order / invoice confirmation (with a totally different order number) New date was 4th Jan 2016. Rang the Kingston office for clarification (didn’t want to pay for two bikes – two order numbers) They told me all ok and bike was now due to be shipped w/c 7th Dec 2015. All lies and Spin – don’t believe them !! When bike didn’t ship I rang them – now told me…”ah, sorry, yeah, yeah, looks like mid February now…” !! They don’t know what they are doing ! I was not advised of any new date / delay – only when I got in touch with them – which is another story – Spent 1hr 44 mins on Friday 11th Dec trying to get through to them on the phone – no one ever answered – did not return emails – a total sham. When I did get through on the following Monday they’re happy for you to cancel your order ! (2 points here – No.1 Gets complaining customers of their back / stops the phones from ringing and No. 2 it moves someone else up the long waiting queue – so they are happy for you to say – “I’ve totally had enough of this waiting and messing about…” “No problem then sir I can cancel the order for you…’ !!

  • Ricardo Nunes

    I`m from Portugal.
    I ordered a road bike Canyon Ultimate CF SLX 8.0 on 14 September.
    It was told me they would be sent before the 14th of December.
    Yesterday I sent an email to the canyon to see how was the bike sending situation.
    To my amazement they told me that the paypal had refused to pay my order.
    They told me also that if I wanted to make new order in which the delivery date would be in March.
    I contacted paypal and they told me that everything was ok, just the Canyon had not made the collection and that was pending.
    I asked paypal to send me the proof that everything was ok.
    I sent the proof to the Canyon and Canyon told me that after all they had been a problem of the new system.
    Now I am waiting the new ship date. I hope it’s still before Christmas.
    I did not imagine that the Canyon dealing with their customers in this way.
    I am very disappointed and displeased with the Canyon.

  • Binstedman

    I have just passed my delivery date and am told they cannot say when the bike will be delivered. The online chat is not working so a pretty poor show. The bottle cages were delivered separately within a few days of the order being placed !! (why?)
    Regretfully I will be cancelling the order.

  • Bicisteve

    How can they do this ? I ordered and paid in September, no money, no bike . They primes me in November delivery date after December delivery date. I asked my money back, they not answer
    We need to make anti-Canyon site and used every forums to tell for cyclist friend NO DEALING with CANYON, I will go to German embassy , ask how to do their business in EU?

  • Ben

    Same here, I ordered my Canyon on the 14th of November to be here before the 5th of December. Had no reply from them and no money has been drawn from my bank account. Really don’t know what is going on with them but i am thoroughly disappointed in the Canyon service as everything else is so mouthwateringly good

  • Gavin Starling

    The situation appears to be worse now than it ever has been. I am still waiting for a bike that was meant to be here in October, I have had three order confirmations, assurances that the bike will be here next week etc and yet each week that i’m told to expect delivery passes without anything from Canyon. This is my fourth Canyon so I was a loyal customer, it will be my last if it ever arrives.

  • Keilven Kek

    I have placed my order on 6 Oct and the payment invoice from Canyon indicate a shipping date of 26- 30Oct. I have made full payment since 29 Oct and till now I have no clue with regards to my expected shipping date ..I have called them many times and online chatted with them many times ..but all I get from them is to wait and wait …and they can’t even tell me the shipping date …I wonder how can a big business entity such as Canyon to treat it’s customers so irresponsibly and they don’t seems to bother ..I am going to cancel my order and will likely make an official complaint to consumer body both in my country and Germany .After all I failed to understand how can a company promised to deliver a goods and ask for full payment then just being absolutely ignoring the terms and conditions and want the customer to wait for such an unacceptable long delay .I am considering writing to cycling news as to warn the readers who thinking of buying bike from Canyon …the experience with Canyon is utterly disgraceful .. after all ..can someone please tell me how difficult is it to ship a bike to a purchaser who has made full payment . ..

  • Catalan

    I don’t recommend you to buy a canyon. Quality and price are good but if you have to wait 6 month to have your bike I don’t know if it worth… I’m from Catalonia and I’m still waiting and waiting….
    Better pay something else and buy another bike 😉

  • Catalan

    I’m from Catalonia. The delivery date of my Canyon Endurance was this week but today I’ve received an e-mail telling me that I will receive it at the end of January! Unfortunately I’ve sold my old bike, so, now, I don’t have any bike to train…

  • Stuart Morris

    has this issue been resolved as im looking to purchase a canyon bike in the next couple of weeks?

  • Andrew Deacon

    Same here, Brian. My week and a half delivery was delayed by 2 weeks. then ten days etc…

    I am now looking at a provisional 5 months in mid March which is disgraceful!!

    The Canyon team don’t seem bothered though. They told me that I could just cancel and go to a competitor.

    I feel so let down by their service and have lost 5 months of a years riding waiting around.

  • JK

    All I can say to everyone impacted by this is – suck it.

  • Il Mariner

    Hello Brian Oates where are you from ? When you order your bike,what model?
    My order from Canyon is Endurance al 7.0

  • Il Mariner

    I am in the same boat.It was week 46 of 2015 for delivery of my bike which is already paid via bank
    transfer and now Canyon said : End of
    February 2016

    I am asking
    why they offer us something that they cannot send to customers.

    Now they
    told me in coming days they will send me mail what is the planning. I paid
    already including some bank taxes of transaction and if now they refund the
    money who will pay this additional taxes.For sure Canyon will return only da
    money for the bike.

  • Jon Younghusband

    Are these issues getting ironed out yet? I was told the delivery dates online are accurate just before I bought my new bike (from Canyon).

  • Brian Oates

    Two weeks delay??? Try five months. I had a delivery date for the end of sept then the middle of oct which would be ok, now i have just been issued with a new date for the end of feb 2016. Very disappointed with Canyon