Dick's Bicycle Shop — Local services in City of Tonawanda

Well, it would have been useful to do my research first. The bike they sold me ended up being priced wholesale, and I paid nearly $900 for a complete setup. I was highly satisfied with the bike, and brought it in for its mandatory break-in tuneup a few weeks later. I was told the sale of the bike comes with a one year warranty, during which if anything goes wrong, I could bring it back and have it fixed. The young man who services the bikes is always polite and helpful, and he brought me into the service area to watch and learn about the components since I'm new to cycling. I have been back there comfortably and never actually noticed the employees only sign hanging from the ceiling.

Inevitably, one of my tires popped so I called Dick's today and told the owner, Dick, what had happened. He told me to bring it in and he would take care of it for me; so I brought it in to get the tube replaced and have the tread inspected. It is a mountain bike and I wanted to make sure that the tread would not compromise the new tube (and my safety) on the Niagara Gorge trails. After they insisted on selling me everything new (a tread that looked nothing like my other tire), I stood around inspecting the tread myself.

This is when things got weird. A young lady, presumably African-American, wandered back in to complete a transaction. When she left, Dick mumbled something to my astonishment, what I heard to be "Stupid n*s, stay away from here," in front of me and the technician - completely shameless. I attempted to ignore it and focus on finding any holes or lodged debris in my tread, but he quickly turned on me next - directly.

His tone was very sarcastic, and since I'm used to a more joking vibe from him, I naively smiled and looked back down at my tread when he began talking. He joked about payroll, then I realized he was antagonizing me for being in the service area when he asked: "Who the hell do you think you are?"

I was quick to answer as the pieces came together, and declared myself as the "Guy who bought a premium bike from (him) at wholesale." I was ready to walk out, but it wasn't worth it. I needed my tire fixed, so I enlightened him on a more appropriate business model as his daughter walks into the commotion. After all, he invited me in and personally gave his word that I would be taken care of. I left the service area at what I had to conclude was his unspoken request. I think it would have been easier to ask me more directly - or even just politely.

Her and the technician then diffused him and after I had to ask again, finally retrieved what I had come for - a tube. They said it would be 9 dollars for a tube and 5 for a service fee - I said fine. The woman was initially quick to support her dad on my intrusion until she realized how inappropriately he was behaving and then seemed to be apologetic, as was the technician. When he was finished fixing the tire, he handed it to me, and said "here you go bud, don't worry about it." There was no charge.

Long story short, the owner gets the award for "Most Appropriate Name" and I just hope that if my bike has to break, it will be after the year warranty is expired so that I can avoid ever returning to this place. Its too bad his employees will still have to deal with him.

My advice?...

I would give this shop 5 stars except for 2 experiences that I have had. Both shared the same negative item. I waited my turn as everyone else did but after I told the owner (very knowledgeable and friendly) what I needed, I somehow was shuffled to the back of the line while others were given attention and actually sold things. People who were behind me and weren't even in the shop when I got there went ahead while I waited some more. This seemed at odds with the warm welcome I had enjoyed a few minutes before and I couldn't understand it. When I had that same experience again just a few days ago I analyzed the experiences and the only commonality I could find was that the persons that went ahead were couples. What this means I don't know but I feel slighted, was I evaluated as having less sales potential than the couple? Was my evaluated income bracket insufficient? Was my gender an issue? My money is a good as anyone else's and while I may not be "important" on some scale or another I certainly don't feel that I don't measure up. I don't like being treated that way. I am sure that there is a rationale that can be given by the owner as to why this has happened but the facts cannot be changed and the only thing that might make this pass for me is that it doesn't happen again to me or anyone else.

What should I have done? Protested that I should be served first? Make some sort of protest to the owner? He is who I have the issue with unfortunately. I dislike "going along to get along" therefore this review exists.

At the end I gave up and left. I may go back I don't know. I think perhaps I will go purchase 2 tires, 2 tubes, 2 wheel liners, 4 helmets, 4 helmet lights and 4 rear seat lights elsewhere, like at Berts Bikes, ... as much as I...

Back in May, This is the email I sent to Dick’s… we brought in our 3 bikes for a tune up. 2 road bikes and a recumbent. This is the second year we supported your business. I asked for a tune up and the reply was “so, oil and lube?" No, I want what a tune up entails. I want everything checked... oil, lube, tighten, safety check etc... My husband also mentioned a noise coming from my bike. The day after we picked up our road bikes, my husband noticed several spokes were loose on his bike and brought it back in to fix. Which you did, but commented "we don't normally tighten spokes in a tune up" WHAT??? Safety hazard #1. The noise is still there on my bike and I also had loose spokes. Safety hazard #2. The day I brought in my recumbent, it was less than 30 min later I got a call that it was ready. I was told you wanted to get it out of the shop because of its size. I questioned the thoroughness, how can you do a tune up in less than 30 min? Since I picked it up, the chain falls off every time I change gears (which NEVER happen before) and today I noticed a loose spoke. Safety hazard #3. I believe we paid $230.47 for you to slop some grease on the chains. I am very dissatisfied with your service and want a full refund. We do not want to bring our bikes back in to your shop. So you’re aware, I did a charge back on my credit card.

I have since lost the case with the credit card company and Dick’s won because I had no proof that Dick’s failed to provide the work I paid for. But really, Dick’s actually lost because he will NEVER get our business again and I do a lot of networking and have been spreading the word. I ride my bikes about 200 miles a week and know a lot of bicyclists, who, like me, depends on our bikes to be safe...