Epic Cycles Denver — Local services in Denver

I cannot say enough about my entire experience with Epic Cycles. It started with an online chat with a gentleman named Carlos. He was so helpful, so attentive, and just an overall great chat. No Time lag like he was chatting with 12 people and leaving you hanging, he was just right there every question I asked, including he sent me pictures of some colors of the bike I was looking at. It just went seamless online.

I ended up placing an order and then I got some email responses online telling me about the pick up. Everything went great and I interacted via email with someone making sure that I could get the bike set up tubeless because I was picking it up locally and they assured me it was no problem. The next thing I know I got a call from someone named Jaime from the Denver store telling me my bike was ready for pick up. I called him back to let him know that I was out out of town and to make sure that he had got the message about the wheels being set up tubeless, and he said he had not, but he would make the changes and have it ready when I got back in town.

I drove to Denver and picked up the bike and everything went seamless. Pick up was super easy and again Jaime was awesome. When I got home and was taking it out of my car when I realized the tires had not been changed to tubeless. I called the store and talked to Jamie and he remembered the whole situation and apologized over and over. He then said if you bring it by, I will change them for you while you wait or take it to any local shop and we will pay the bill to have them switched over. Since I’m over an hour from the store, I said I would probably have to drop it off locally and he said no problem whatsoever.

I picked up the bike today with the tires converted to tubeless and sent an email to Epic Bikes along with my receipt and within moments had a email back with a huge apology that I had to go through such an ordeal and they just thanked me again for my purchase. The money was refunded to my card almost instantly.

This is exactly how you want a company to operate. I cannot recommend them highly enough. I know an online purchase is a big deal and especially for an expensive bike like the one I purchased, but everything was handled seamlessly and so professionally that I would not hesitate to go back here to buy another bike. I recommend them highly. Jamie was awesome and the Denver store is definitely run the right way. I can only imagine all their stores are managed this way from...

I first came in for some help with my pedals and ended up leaving the bike for a tune-up. They did the work, but the overall vibe of the employees felt like they were annoyed the whole time. None of the bikes were locked up outside. I just walked up and took mine after I paid. Could have done the same with any of the others - kinda surprised me they weren't locked up. Probably won't go back if I dont have to.

Edit: After I left a 3-star review, the bike tech called me. When I explained my complaints (above) all he did was give me excuses as to why things were that way.

When I mentioned the poor customer service and that they seemed annoyed that I was even there, he said they were really busy that day and there was confusion about the request for my bike, so they were therefore agitated and annoyed.

When I explained concern about the bikes not being locked up outside, he said that they've never had a problem and that they're close enough to jump out if something happened, and he kept repeating that they're veterans (which seems irrelevant).

The whole conversation felt like he was trying to bully me into giving a 4 or 5 star review. No future solutions, no understanding, no problem solving, just a bunch of excuses while hinting that he could report my negative review.

The guy came across as too emotional to handle my complaints over the phone. I probably got unlucky, but I'm not...

I took two bikes here for a tune up, one of which needed some additional cassette/axel work performed, which I briefed the mechanic on when I dropped it off. I was quoted a one week turn around time. One week came and went and I had yet to receive an update. I called for one and was told it would be another week because they were backed up and he might need to order a new axel, however, the Bike that needed just the tune up was ready. I elected to wait and pick them up at the same time. A week and a half later I still hadn't received a call or update, so I called the shop to check on the status of the bike with the axel issues. Mechanic said he was probably going to have to order a new axel. When asked why he had yet to do so considering he'd had the bike for 2.5 weeks he claimed that he was the only mechanic and they were super busy. I told him I was leaving for a bike trip in 1 week and He said he would call me back that afternoon to tell me whether or not the axel would be in on time. No call. I elected to pick up both bikes and take the one to be serviced else where. The other shop had it ready in one day. Epic cycles has poor communication. They do not value their customers time. They are not seeking to build good client relationships, and their work is poor- as evidenced by the remnants of dirt and dust left on the one bike that just needed a...