High Gear Cyclery Inc

Reviews 4

SC

scott johnson

Stirling location........ Horrible customer service, as they cant be bothered to even look up at you to acknowledge that youre standing there waiting to pick up. Finally 10 minutes later after trying to get someones attention a tech tells me he will be with when hes done. No time expectation, no nothing.... Is it 5 minutes is it 30 minutes? I know its Saturday , but really? The basics of customer service were not followed at all. Your working with bikes not medically compromised patients ( like I do) where your attention sometimes cannot be interrupted. So another 10 minutes go by and I try to get the attention of a woman with short curly hair.... Nothing, doesnt even bother to look up, totally ignores me. I try again with her and she finally acknowledges me.... Without even looking up might I add. I tell her I just wanted to get my bike after it was tuned up ( no charge, no transaction ) real simple. Pick up and go....... She tells me to calm down, and laughs to herself. The entire time I was here I didnt even raise my voice one decibel. I tell her calmly that I think she needs to relax, as relaxing when your multi tasking is a must. It allows you to focus better and also allows you to deal with people that are asking for some momentary attention. At this point the tech who told me prior that he would be with me chimes in that he told me already that he would help me when he was done. Ok..... I know you said that but something told me that you really werent going to honor that as you had face buried in a rear sprocket and you clearly had no intention of stopping to help someone who was there to pick up for a free tune up. This woman who was a total clown btw ( looked like one as well ) yes I insulted...... I did..... Should not work at a high volume place where people come in with reasonable expectations of attention and service. You dont tell a customer OR a patient to calm just because you cant bother to go a little beyond your comfort zone to help. And now for the bike....... One handbrake tighter than the other, the dirt on the sprockets , still there....... Canned air goes a long way ya know. Chain and sprocket not oiled ( as far as my eye could tell ) They probably spent 7 minutes on my bike as of course , the local upper crust paying customers who wanted to purchase a bike that day deserve the lions share of attention. I should of known better and gone to High Gears other location which is further for me but atleast they employ chill people that are willing to go that extra mile to keep a not so tense shop.

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A

A Private User

Exceptional customer service & knowledge. Ill confess, Im particular, VERY particular. Having ridden road bikes over 30 years (dozens of century rides, 5 time finisher of the "Death Ride"...) Im passionate about cycling. My challenge was I wanted to get my daughter her 1st bike, and wanted to ensure her experience helped her fall in love with cycling and the joy it gives us throughout our lives, the habit of exercise, longer life expectancy, improved health, etc. Eric Chernoff (Stirling location) listened, understood, & was an extremely capable partner in this process. He thought through the fundamentals, asked great questions, offered solutions I hadnt considered. Eric spent considerable effort making sure her bike was safe & fit very well. Result - my daughter LOVES her new bike. Every inch of that bike, and every bearing has been thoroughly gone over and perfectly adjusted to give not only a pleasurable experience for her, but long life for the bike. My lifes experience reveals their are 2 kinds of bike shops - 1 with young kids working there because they want the employee discount, and the more rare shop where everyone in the area who races bikes goes to for service & sales (where "The Knowledge" is). This shop is the latter. Why not buy a bike from a big box store you ask? My reasons are 1) To ensure you will have an amazing experience with your bike and actually use the bike (that is what you want, isnt it?) 2) you WON"T be fixing a bike "assembled" poorly. Whats the value of having a great experience with your bike? Think. Evaluate differences. You will be rewarded for your effort. Eric has earned my trust. There are closer shops for me, but Its worth the drive. Oh, and YES, she fell in love. Thank you Eric.

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KE

Kevin Kung

Went for the first time today to have a few bike parts installed on my road bike. As soon as I walked in, I was greeted kindly by Peter B. and told him what I wanted done. He gave me a quote for the job, which was very reasonably priced. I thought it was going to be more! Told me that it would be done in a day (Monday). The shop overall is a good size. Not over crowded and cramped. They have tons of bikes on the floor as well as hanging. It was a good atmosphere. I later talked to Dennis about possibly buying my mountain bike. I specially wanted the Trek Fuel EX 7. Since they didnt have it in stock, he said he would order me one. Other bike shops would just try and sell you their highest priced bike, but High Gear seems to be reasonable. Dennis also compared the specs for the Fuel EX 7 to the Fuel EX 9 (which they had in stock) and said that the Fuel EX 7 was a good choice. Thats honesty! When I left, I noticed there was a second floor! When I arrived home, I got a voice mail from Peter saying that he needed to do additional work to my bike and gave me the price for it and an overall price. To me, thats great customer service. Letting your customers know that there will be additional work that needs to be done and giving you the price of it. They also dont try to sell you additional service that you probably dont need. Turns out that my bike was done on the same day. Overall, great shop, great service! Im definitely going to be buying my new mountain bike from these guys.

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NE

ned sienko

Best customer service experience Ive had in a long time working with Jeff. I had bought a bike here 10+ years ago, and after many years of sitting unused in our shed, I decided to get it tuned up. I arrived at midday on a Saturday, and yes it was busy, and yes (shocker) there was a wait - but I stood by the front desk until it was my turn, about 10 minutes later. Jeff helped me out and I had his undivided attention until I left. He went out to the car to bring the bike in, quickly set it up in his workbench where he adjusted the air pressure, the brakes, adjusted a few spokes and lubed the chain. I expected to drop the bike off and see it a week later, but was pleasantly surprised that it was all done within 10 minutes. Also -- the quick tune-up was done at no cost. He then helped me find the correct rack for my car. Jeff was a true professional....attentive, personable and very pleasant to both me and to other customers he saw in the parking lot. Thanks!!

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