Giant Lygon St — Local services in Melbourne

I purchased my first Giant bike from this place over 10 years ago. Over the last 10 years I’ve always serviced my bike here, bought all my little upgraded Knick knacks and what nots from here. Today I had a tiny little problem with my brake cable that detached from the brake. I knew it was a small job but I had no idea how to fix it. I rang the store to see if they could just take a look at it. The guy told me to book it in for a service and within a week they could look at it. I explained that it didn’t need a service as I had just had one done a little while ago. Anyway. I rang Bikes Please in Brunswick straight after and the guy there named Angus told me to bring it in and he’d look at it. He was busy but the job took 10 seconds flat. He refused a payment and said any others problems I have with it just to bring it in. I will now have all my future services done there. Loyalty to Giant in the end wasn’t honoured. I understand shops can get busy but for a tiny job like this they could have taken a small look at it and not told me to book it in. I work casual and I don’t have much availability when shops are open. Anyway! Update. Received a call form the manager the next day, He was very apologetic and wanted to make amends for being a loyal customer for so many years. Offered to pick up my bike and give it a free service and drop it off back home again. I accepted the truce offering. Good business sense....

If only there was a 0 star option...

If its integrity and trust your after - look anywhere but Lygon Cycles...

After being assisted by someone by one of the sales assistants, i found a bike that was perfect - i asked (and saw them) put the bike on hold out the back, saying that i would return 2 days later (on Saturday) to take the bike for a quick ride and then purchase it.

I also made the explicit note that if anyone was interested in the bike, that i be given the opportunity to purchase it (before anyone else). i said that if anyone was interested (in the bike), to text me (as i cannot answer phone calls with my job) and i will purchase the bike.

That was a great experience ... the subsequent experience and behaviours / attitude by Lygon Cycles was not.

Turns out the bike was sold the next day, after all the above had been said and agreed to, with the store owner's defence to the sale being 'if we held all the bikes people ask us to then we wouldn't sell any'... (don't hold bikes then...)

Nonetheless, the manager offered to get a similar bike for me and we could 'work something out'... This never occurred - which came as no surprise..

If you are after someone you can trust in purchasing a bike......

Where to begin?

Dealing with one of the mechanics/service representatives (Joel?) was challenging. I received not an approach or 'Hi how can I help?' It was clear he did not want to engage and assist with my enquiry and appeared to respond out of sheer obligation.

Further, most consumers who are about to spend over $1000 for an item typically does some research, as I did. However, as I explained what I knew about the product (fact checking), I noticed that if a detail I conveyed was incorrect, he would correct me in an arrogant manner- Buddy, people who walk in the door to buy bikes don't work in bike shops; we have skills in other professions.

Lastly, being led to this bike shop was due to them listing a bike at a particular price on bike exchange . After all the researching, pulling teeth for service or a genuine smile, it turned out they couldn't sell the bike at that price to me because the warehouse was empty of that bike! In other words, they were listing a product that wasn't even available!

Essentially, this experience wasted a lot of hours of my life which I unfortunately can't get back.

Key point Lygon cycles: Let someone who actually wants to be there talk to your customers Update...