Richardson Bike Mart - Dallas

Reviews 4

A

A Private User

ive been going to rbm in richardson since early spring of 2009. i bought my first full carbon rode bike from them and the service was excellent. the bike i bought in 09 kept giving me issues with the screw snapping in the seat mast cap over 7 times in the 2 1/2 years of ownership. jim hoyte (owner) himself had the frame warranted out a week before thanksgiving and was super stoked because the new frame was a total departure from the old frame in design and thought my problems where over BUT IT WASNT! I noticed the the new seat cap mast had cracks forming in the carbon only after a week and 6 days of ownership and about 200 miles on it. i took it back to rbm right away and asked to speak to a manger. the sells and service staff where very friendly as usual. the manger michael tinbusch came out and i told him my problem about the bike. i explained to him that i no longer felt safe riding the bike and lost all faith in the brand itself. i asked for a refund since it was an upgrade from a lower series to a higher one. i knew i would be bikeless for a few months but i rather be healthy and not injured. he tells me he is going to see what he can do. he leaves and comes back with jim hoyte and we talk about the issues.I ask again for a refund and the two of them give me an option i didnt think was possible! THEY TOLD ME I CAN SWAP FOR ANY FRAME IN THE STORE!!! I would think that that would be a hail mary option but jim and micheal where so cool about it and made it seem normal! i am very very VERY happy with the new frame i was given . i came in on friday dec 9th and they had my bike ready the next day ready for me to drop the hammer on. the only thing i was charged on was the difference in the bottom bracket and that was only 35 bucks. no charge on the labor or the yokozuna cables they put on for me and for those who dont know that stuff aint cheap! also my new frame came with a carbon seat post and with the issues i was having with the old bike i asked if it was possible to swap a carbon for an aluminium seat post. jim and michael said i can have seat post i want and of course at no charge. at no given time when i walked in that friday i never felt like i was a "bad customer" i was treated with kindness and respect. the service tech kevin was all over the bike wanting to help me out and was getting ready a new seat mast cap before i spoke to michael and jim. i really cant give enough praise about the guys up at rbm and jim hoyte himself. i work part time at a bike shop myself and when i first got into the bike industry the customer service at rbm is what i model myself after and continue to do so. those guys are really really good up there!......high tech bikes, old fashion service!

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A

A Private User

Coit Road Location ... I live 5 minutes away from this location so it is convenient to shop. I needed a couple of tubes to get the family bikes in shape so ran down to RBM and can only add to the other comments about lack of customer service. I stood at the parts and service desk for 5 or 10 minutes ... not knowing that the tubes were on a shelf around the corner. Granted that the tech was helping another customer but a second tech came up to help the first tech and at least five other employees walked by me from the service department and no one ... not one person acknowledged me, asked to help me, or even smiled other than to ask me to move so they could get a bike by. My turn came, the tech was nice and grabed what I needed and I went to cashier area. Once the employees conversing decieded to end their conversation and take my money, in the middle of my transaction another employee ... off duty ... came behind the register area and asked the cashier to do something. So ... my transaction was stopped midstream while the cashier took care of the off duty employee needs. After finishing my purchase I spent about 10 minutes bike browsing, but as it was close to closing time not one employee came to ask if they could help me. My impression is that no one wanted to be in the middle of a transaction when the clock hits closing time. I cant really say I had bad service but I sure felt that I was not very important to anyone at this store. While RBM certainly appears to be successful, it also appears that their success and profitablility has created a mediocraty level of customer satisfaction. While I will continue to use RBM, I will also shop around and anyone who can even come close to their price will get my busienss because I dont feel confident that RBMs after the sale or service commitment to me as a customer would be there.

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GA

Ganga Vandenberg

First off, I very rarely write reviews. Today I went in to get my tubeless MTB tire seated and add some stans. The mechanic who helped me said he didnt know anything about tubeless tires and assumed I wanted a tube put in. I reminded him that I have a tubeless setup and just need some stans and their compressor to get it seated as my floor pump at home wasnt enough. He gets my tire seated, I ask him what about stans, and he has to go get another mechanic and ask them what stans is. The other mechanic explains what stans is, and tells him that he needs to let all the air out of the tire, then shows him how to add stans. The initial mechanic was nice and honest, he just seemed inexperienced. When I was given the total I felt I was charged too much for labor, especially given the initial mechanics inexperience, and when I mentioned this the other mechanic who seemed in charge was very rude and just pointed to a sign that showed that they usually charge double what they charged me. I would have been happy to just buy a bottle of stans and use their compressor. Id still like to give them a second shot but will probably check out Dallas Bike Works next time, I ride enough that I usually need to visit a shop once or twice a week. Overall I am unhappy with their poor customer service and think they should probably train that one mechanic a little more.

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CE

Celia Bankston Sauers

If you are having fit problems in general, or if you have ever wondered if you are in the right saddle, I would highly recommend making an appointment with Mark at the Dallas/Whiterock Lake store for a fitting. He changed my entire life and cycling experience when I went in to get help with what I thought was a fit problem last year. I was having intense pain in one glute every time I rode to the point that I was unable to ride as hard or as long as I wanted to, and was in excruciating pain during and after rides. After seeing me on my bike for all of 10 seconds, Mark asked me to dismount and step over to the sit bone measurement tool (aka the A**- Ometer!!!) It turns out I was in a saddle that was far too small. Mark gave me a couple of options of saddles they had on hand in the correct size to support my sits bones properly. After choosing one, Mark installed it for me, waved the fitting charge, explained that I had a window to exchange if I didnt see improvement, and sent me on my way. The new saddle immediately relieved my problem which has not recurred once since that visit. Mark is my hineys hero and mine. I can ride as long and as hard as my cardio system can handle now and I owe it all to the amazing fit guru Mark. Many thanks my friend! You rock! Celia Bankston Sauers

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