Cycle Lab - Lynnwood Megastore — Local services in Gauteng

Dear Cycle lab, I hope this message finds you well. I am writing to express my extreme disappointment with the recent service I received at your store. As a loyal customer of your establishment, I had always held your store in high regard for its reputation in the cycling community. However, my most recent visit has left me deeply unsatisfied and frustrated. I brought in my mountain bike for what I thought would be a routine maintenance check and potentially some necessary repairs. To my dismay, the experience I encountered can only be described as disheartening. Here are the primary issues I encountered:

Unnecessary Upselling: Instead of assessing the actual condition of my mountain bike and providing a professional evaluation of what truly needed attention, your staff pushed for unnecessary component upgrades. That were absolutely not needed.

Lack of Technical Knowledge: It was evident that the staff members I interacted with lacked the expertise and knowledge necessary for proper mountain bike maintenance. Their inability to accurately diagnose the bike's issues was concerning and eroded my confidence in your store's service capabilities.

My story: I had a mayor service done at your store, but my gear shifting had absolutely no problem at all it just need the basic clean and lube every bike needs after a few miles. The day after I got my bike back I went for a ride. Everything seemed perfect, but I later realised after some climbing that when I hit the downhill or the straights my highest gear would jump and not like every 3 stokes it happen about 3 times every stroke so I could absolutely not sprint. This wasn’t a problem before I brought in the bike. I visited your store then next day with the hope that you could set it back and fix it like it was before the service. But instead ,I hope your, “qualified bike mechanic”. Without accurately diagnosing the bike's issues told me I need a new casset and chain. I understand those are wear and tear parts but how can my casset be finished after 1000km? Aren’t they made to last 4500km?

But don’t worry I visited Lynnwood Cyclery right after my bad experience with Cycle Lab, and the moment I told them my problem without them even looking at my bike, their mechanic knew what was wrong. Turns out my chain was one link to short (Not Cycle labs fault), but after their mechanic played with my derailleur he sorted the problem out and now everything is 100% and not a penny spent later.

So it made me think, cause every time my bike goes to Cycle Lab something needs to be replaced. Are they just lying and selling up products unnecessarily, even when they don’t need to be replaced? Are they inviting people to join the cycling community or are they pushing them away from it?

I surely hope to hear...

The service I have received from Cycle Lab Lynnwood is absolutely shocking to say the least, and if it's not bad enough....it was on 3 separate occasions. First of all I ordered glasses and was assured they would arrive a couple of days before Christmas (as they were a Christmas present) only to have to phone on the 22'nd Dec and find out no one ordered them or has a clue as to what happened. The manager Stephan then intervenes and apologises and order's the glasses. Needless to say they arrived after Christmas. No problem, we all make mistakes and Stephan did apologize after all and has rectified the mistake. I have the glasses for a little over 2 weeks and the side bullet fell out so I returned the glasses on 13/01. Today is the 2/02 and I have had no feedback as to what is happening or what to expect, nothing - and it is 3 weeks later. So I phone and ask to speak to Stephan and I explain the story and explain that I am not currently happy with the service or lack thereof and he proceeds to talk to someone else whilst I am still busy talking to him and then says yes it's Joko that helped you, here he is.... I'm still trying to talk to Stephan and then hear Joko's voice on the line. I'm sorry but by no means is that acceptable, you give someone the courtesy to finish talking and then say what you have to say and then hand the phone over. Joko tells me my glasses are there and wants to apologize and it's his fault..... no, no more apologies, once I can understand but then the not communicating about the faulty / new glasses and then trying to speak to the manager about your concerns and he doesn't even give you the time of day, he speaks over you to someone else and then hands the phone to someone else whilst you are still speaking as if he is too...

This is some of the worst service from the workshop/ Manager that I have ever seen.

A 1 star rating will be to high.

I handed in my bicycle on Wednesday the 8th of October 2025 to the workshop requesting an inspection and report after an insident that cause some minor damages on my bicycle for insurance purposes.

The work shop reported that they are busy but will provide the required infomation by Friday 10th October 2025.

No correspondance was recieved what so ever. on Monday 13 Oct 2025 I Phoned to ask what is the curent status of this report where I was told by the manager that the workshop is under staffed, hence no progress. The Manager (Gunter) promised me that the report will be provided to me asap, but latest Wednesday 15 Oct 2025. I requested for updates. On the 14th Gerhard from Cycle lab phoned explaining that they still have not started with any of this work. but also explained that it will be done the following day.

No feedback was received on the 15th Oct.

Today I had to phone at 9am to find out that no work what soever has been done on my request. I again spoke to the manager (Gunter) where he said they will do it today after several promises I explained my frustration with ride joburg 10days out and the proses that still need to be followed for insurance purposes and the bicycle needed to be fixed aswell before 26th October

I am in shock to imagine a Cyclelab Megastore has this poor service. Firstly lying about workshop capacity, making empty promises by the manager, and an overall no care attitude.

I would highly suggest that anybody would rather use another workshop to prevent a delayed response or outcome for what...