|Address:||1800 E Fort Lowell Rd #100, Tucson, AZ 85719, USA|
|Working:||9AM–6PM 9AM–6PM 9AM–6PM 9AM–6PM 9AM–6PM 10AM–5PM Closed|
Wanted a specific Trek mountain bike; saw they had it in stock online so I went in to buy it after doing a little research on all of their models in case I wanted to make a last minute upgrade. I asked the sales employee for assistance but it was quickly obvious that I knew more about his products than he did. Overall, not a knowledgeable sales staff in my experience. I bought my previous Trek road bike at a LBS in Maryland; amazing customer service with lifetime (minor) adjustments (not full-on tune-ups) to cover things like brake pad wear, cable stretch, etc. This LBS, nothing of the sort. Not even once the cables stretch a little after the first hundred or so miles on the bike. I was disappointed that I could spend over $3000 on a MTB and not receive even one complimentary follow-on adjustment during the break-in period. Thats just poor business practice IMO. *addendum* The manager of the store gave me a call the next day based on my review to apologize for a misunderstanding of their policies regarding minor adjustments on their bikes. He was very nice when he told me that hed ensure the staff fully articulated their customer service to the customers. He also informed me that my first adjustment was not something theyd charge me for and that minor tweaks here are there arent an issue if I popped in while I was in the neighborhood. I like that they follow up on reviews and appreciate them reaching out to me; good customer service. I dont expect free tune-ups but as I said in my first post, the break-in period should be covered by any LBS. I will take them up on their service offer once the bike needs its first tweak and welcome the opportunity to shop there.
A Private User
Brought my bike in, they offered me a $110.00 package of chain replacement, drive train cleaning, etc, plus truing (straightening) the rims. The rims are straight, but who knows for how long, and the drive train is beautifully clean. I brought the bike to them because the rear derailer pops out of gear if I stand up and pedal hard in 6th or 7th gear, and is quite dangerous. They said they can fix it, but they made the problem a little bit worse than it was. They also said I needed a new Stem for the handlebar, we did not discuss cost, but I said no, and fixed it myself in under 2 minutes, now its as solid as a rock, so I know that there was nothing beyond fixing wrong with it, They also messed up my computer (Speedometer) and that took me about 10 minutes to fix by myself. They also put the front tire on the wrong way, all I had to do was flip it around, not very hard, but not a good sign for a place that is a Trek dealer and supposed to have good service. All-in-all, as far as I can tell, they want your money, and dont really know what their doing.
I cant say that this bicycle is bad, but I felt that I gotten taken by a shop concerned more with profit than customer service. I originally came in with a flat tire on my wifes bike...it needed a new tube and had to pay $5.00 labor and $9. for the tube. I then purchased a rear rack with what I thought were twin side baskets - it had only one basket when I came to pick up the bicycle. Rack and basket were at full retail with a $25.00 labor charge. Spent $113.00 total on a $299.00 bicycle. I called my old bicycle shop up in Glendale and discovered that for the same products and service I would have been out the door for less than $65.00. There seemed to be a lot of people working at Trek doing very little...the owner/manger gave me the impressed that his job was convincing everyone he was the boss! I guess Trek has to make a huge profit on each first time customer because I suspect all those people milling about doing very little need paychecks. I suspect very few people return for a repeat hosing. You might want to shop before you stop at Trek.
I highly recommend this Trek store. I brought them a couple of 700c x 23 tires (Vittoria Rubino Pro Endurance G+) to mount on a set of trek matrix wheels that were extremely difficult (I spent hours). One of the gentlemen there, Dee, politely wrangled the stubborn tires on the wheels in about 1.5 minutes each. My friend and I were astounded how professional he was and how fast he got them mounted. He even charged me a lower price than quoted on the phone (found out it was due to me removing the tires and testing the tubes before installation.) Top it all off with a complimentary presta valve cover (that I happened to be missing from one of the tubes), and you have a winning experience from certainly one of the best bike shops around. Trek has some of the best customer service around; Dee, at this Fort Lowell location, did not disappoint. Awesome, flawless experience. Thanks!
This last spring I participated in the Tucson Bike Fest and won one of the grand prizes--A 2009 Trek Allant with a retail value of about $500. I spoke with the lady responsible for organizing the event, and she told me that the local Trek store had donated the bike to promote the event. I went to the store to pick up the bike and received amazing service. They fitted the bike for me and included all sorts of "bells and whistles" (free) with the bike (i.e. a bike bell, water bottles, water-bottle cages, an insulated bag to go on the back rack, front and rear lights, etc.). They are very involved in community events and promoting environmental-friendly alternatives. I just participated in some city-sponsored bike classes and learned that I will get a free bike lock and bike levers from Trek also for my participation. Thanks, Trek!
EVERY single time I walk through the Broadway Bicycles doors, I am treated like a a bike thief or an armed robber straight outa Breaking Bad. I swear, them people act like you are the worst thing since moldy bread. So I found the Trek Store also has Treks but up the wazoo (unlike BB) and outstanding customer service. I am a veteran rider, so Ill take my time and really spend some bucks at the Trek Store, BB finally taught me how to be more discriminating about who I give my HARD-EARNED (not stolen) money too! I cant sing their praises enough El Trek Store: we dont need no stinkin "Broadway Bicycles" , LOL. Ditto on the OUT FRIGGING STANDING! 5 stars all the way! Thanks TREK employees! No mas broadway bikes paranoids. Ex Broadway Bicycles Cuss
EVERY single time I walk through the doors, I am treated like a million dollar guest. I swear, these people act like you are the best thing since sliced bread and it is AWESOME. Outstanding customer service. I am a beginner rider, so they took their time and really kind of taught me how to use my bike, repairs, change tubes, the works! I cant sing their praises enough. OUT FRIGGING STANDING! 5 stars all the way! Also they dont try to up sell you. They put you in the bike that you need and all that did was give me room to buy all the accessories that I needed. If you are unsure, just walk in the doors, you will leave happy I promise. (Ft Lowell location) Thanks TREK employees! Karl S.