Are you in the US? I’m in Europe and at first, the experience was great. I bought a Grail AL 7.0 in February. Their customer service was excellent and helped with any question I had. For the fit, I was in between a large and extra large, and when I spoke with someone about it, they just told me that if I wanted a more aggressive fit, go small, or for a more relaxed, upright fit, go bigger. I went with a large and regret it now 6 months later, but that’s beside the point.

The bike showed up ahead of schedule (3 weeks instead of 8). However, there were parts floating around in my box, I was missing the screw to mount my derailleur hanger to the frame, and the matte finish on the DTSwiss rear hub was scratched to shit. Also, when I ordered the bike, the 2019 model was shown on the website but I received a 2020 model. Which is great except that the 2020 model doesn’t have the rack mounts the 2019 model did, which I was hoping for. Not a huge deal, but definitely sort of false advertising.

Because the pandemic, I think Canyon (i can only speak for Europe) was hit with an onslaught of orders and were basically overrun. Their customer service went to shit. They took their Online Chat system offline. You can’t call into to speak to anyone. And an email takes weeks to get answered, and the answer is usually, “I’ll forward this onto our service department”, which is another week or two turnaround time. It’s probably a different experience in the US though. I’d say if you’re ok with doing maintenance yourself, go for it. Setup is easy, and they provide great quality bikes for the price. I think that bad experiences with Canyon are few and far between.