The New Wheel Electric Bikes — Local services in Larkspur

Today was my first, information gathering visit to start getting in the weeds with a likely future decision to trade in my car in favor of an e-bike.

Based on today's experience alone, I would give them 5 stars! But I hesitate to give 5 star ratings to any business until and unless I've tried the full range of their services. Since my visit today didn't involve a sale, nor any interaction with their shop, I withheld a star on principle - not through any fault with my visit.

I was greeted promptly and the salesperson introduced himself, then inquired about the purpose of my visit. He was quite patient with my many reasons for wanting to make the change as well as my intended use details of an ebike - many details of which were mutually contradictory when applied to selecting a particular ebike!

He offered me three different ebikes, all in the same general design (which was a bit of a test - I'd already determined the likely general design of a ebike that fits my purposes - and his recommendations agreed with my prior inclination) but with significant detail differences. As he presented each one, he was able to detail how each one met my needs - as how each one differed from my needs (remember, I said many of my details were mutually contradictory!). I was quite impressed that he didn't try to sell me on one particular bike, but presented what he saw as the choices that came closest to my needs, then gave a decent comparison/contrast talk. This is, in my experience, rare in a salesperson.

There are brands I'm interested in that this store doesn't sell. The sales staff was quite understanding of this - even after my disclosing that I intend to make similar visits to other shops specializing in e-bikes.

No matter what, even if I'm (nearly) sold on a bike from a different shop, I'll return to them before I buy - if for nothing else then to give them a chance to make their case over my (nearly) selected bike. Their courtesy and attentiveness to my needs demand that I return...

update 12/12/12 Took our bikes in for service at the SF location. Very good service and accommodating to my change of schedules. Extremely helpful and work was meticulous. Will be returning.

response to The New Wheel's reply: I appreciate the input. Will provide another update after the tune-up. In the meantime, we've been enjoying our rides on the bike, spending hours on the bike trails.

update Revised my rating down. Still think the in-store service is very good. However, after taking delivery of our bikes, noticed some items amiss. Purchaesd 2 new bikes. Both bikes each were missing a small item, although not significant to the performance, it is a reflection of the stores quality control. More significant was one of the bikes had over 60 miles on the odometer upon delivery (I had the bikes delivered to my home). I was surprised as suppose to be brand new. After inquiring, found out the bike was a customer return. The store admitted and offered store credit for the excess mileage. Overall still pleased with the bikes, but again, a reflection of the shortcomings in their inspecton/quality control process and lapse in transparency. **

Excellent service even in the middle of this pandemic. Staff are knowledgeable (worked with Paul and another gentleman) and super friendly. We visited another bike shop prior to the New Wheel and staff weren't motivated in investing time with customers. Glad we waited.

As a novice, I wasn't sure of all aspects of a bike to observe, but staff was patient and walked us through the process and gave helpful suggestions to enhance the test...

The Larkspur shop was very helpful and pleasant to work with during the exploration phase of the shopping experience, but the sales policy and service period was off putting so we purchased our bike elsewhere.

When we decided to buy the bike we were told they don't carry bikes in stock and it would take about three weeks to get the bike if it's in the warehouse. They require a deposit just to get that process started, and the deposit in non-refundable. Their service period is only six months.

We called around and found the same bike the same day at another shop, for 10% less, and with a full year of service provided.

We subsequently discovered REI carries Tern bikes, offers the one year no questions asked return policy, and two years of service. The 10% member discount applies, as do any seasonal discounts.

The store we purchased our Tern bike from has been around far longer than the New Wheel, and isn't some national chain, so it seems the New Wheel could up their game and offer similar pricing, stock their bikes, and provide a better service period. They probably can't afford to compete with REI, but expecting someone to wait three weeks (or more?) after putting down a non-refundable deposit is kind of ridiculous.

It was also a bit off putting that the sales person put down my current e-bike. It's been a superb trouble free bike for four years, so why...