Condescending staff and poor work.
I brought an older bike that someone had given me for a basic tune-up & new tubes for the tires to Rock-N-Road Cyclery. I didn't know the price or value of the bike, it was just a bike for my 15-year-old daughter to ride around on, and I wanted it to be safe.
Clearly the staff of Rock N' Road did know the value of the bike, and made sure I was aware that it was a cheap one. I met with condensation as soon as I walked in the door. The mechanic said that I "really didn't want to put money into a bike like this". He made me feel as though I ought to apologize to him for wasting his time.
When I picked up the bike, the woman at the front desk was friendly until she picked up the slip to find my bike. She looked at the slip (apparently reading something there?) and her whole face and demeanor changed. She clearly had no time for me, was brusque, and looked at me as if I had slithered out from under a rock. The mechanic who brought the bike out barely spoke to me, and didn't look at me.
The salesperson didn't give me a receipt. I didn't make a fuss about it, as they made me so uncomfortable I was happy to get out of there as quickly as I could. I wish I had. When my daughter went to ride the bike, she noticed the front brake wasn't working: they had left it unattached when they replaced the tubes. I am just glad that she noticed it before she got on and had an accident. Can I reiterate here that all I wanted was a safe bike for my daughter?
In this economy can they actually afford to treat people this way? Sure, I didn't walk in with one of the two-thousand-dollar bikes they sell. But maybe I would buy one next year, how do they know? If I did, I certainly wouldn't buy one from them.
By the way, I had another bike that needed repairs & a tune-up, I took that one to The Bike Shop in Lake Forest (on Bake). They were happy to fix my bike, did a great job, and were super-friendly people.
Friendly, Knowledgeable. I saved about $1,000! I was having back pain, and thought I needed a new bike. I went in, and they told me all I needed was a bike fit, not a new bike! WOW and I feel great. Greg did a great job. I felt that they had my best interest in mind, not just trying to make a sale. Their service dept is great, too. I've had them do tune-ups and they're prompt and reliable.
Unskilled service department / Bad customer service.
I do not recommend this shop--their service department is the worst.
I recently moved to the area, and had Rock-n-Road assemble my road bike from a shipping box. They broke my front derailleur, blamed their mistake on the equipment, and refused to replace the equipment without charge. Okay, now I'm out $100 to replace a perfectly good Campy Record front derailleur. Chary in the service department acted like he was doing me a favor to install the replacement derailleur for free. But the techs incorrectly installed the replacement derailleur. I had another shop correct the mistake, and I'm never going back to Rock-n-Road.
Rock-n-Road may sell a lot of bikes, but I do not trust their technicians, and I do not recommend this shop.
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