Chile Pepper Bike Shop — Local services in Moab

I am going sound a bit hyperbolic on this one, and I'm going to go on for a bit, but I think this was the best retail (not just best bike store), experience I've ever had. First, my GF and I rented bikes in my typical fashion - last minute (I knew for a while that we wanted to do this, so why did I wait until the day before? I can't say). So we called this store on a whim, out of all the bike joints in Moab, and spoke with a gentlemen who was super friendly. He told us we could either schedule the rentals online or stop in, so we decided to stop in, and I'm so glad we did. We went in and set up the rentals with Dolly, who was very friendly, informative and patient, answering all of our questions. Then we ran past the voice we spoke with on the phone, Michael, and started to talk with him, too. Their expertise, which is so sorely lacking in the greater population that it's almost disarming when you run into it, allowed them to take what is typically a very transactional interaction and make it both personal and customer-centric. They made the two of us feel comfortable as we set out riding an area we've never been to on bikes we've never ridden. We rented the standard mtb's (I didn't want to resent my bike when I got home by riding something potentially nicer), and they were great. The mechanic who set them up for us, and I can't believe I forgot his name (strong head of hair, though), was also super helpful, not only with the bike/rack setup (we rented a rack), but with showing us some routes on the trail maps. Then Michael helped me while I was shopping for a helmet and gloves - and this was the capper (no pun). To be frank, I have a large head - a size 8 in baseball caps for reference. Rarely do I go into a shop that has even a single helmet that remotely fits me. Michael was able to lay out at least 3 or 4 different models that fit!!!! Again, in most shops, someone would just point me to the helmet selection and let me go to work and maybe I'd find one, maybe I wouldn't. Michael made sure to find every possible option and I ultimately found one that fit like a glove. It was a revelation - quite life changing. Then, when it came to gloves, I pointed out a pair that I liked but didn't fit and he went and grabbed his inventory of gloves and helped search through until we found what I wanted. Again, way above and beyond what I would expect, especially from a bike store. These guys should start a side hustle of becoming retail consultants so they can instucut the retail world what exceptional customer service looks like - they could probably make a...

Kudos to Andrew aka Dr. Wiz, the top notch bike mechanic who helped us greatly with our fat tire bikes! Over the past 30 years, we’ve spent over a cumulative year of our lives together camping in Moab, UT. Yesterday, our fat tire bike tires were losing air during our 1st bike ride of the trip @ Dead Horse Point, so we took our bikes in for maintenance at a long-trusted bike shop that has helped us out many times over the years, Chile Pepper Bike Shop in Moab, UT. The bike mechanic, Andrew, aka Dr. Wiz, said he noticed the combo of a bomber water bottle bike cage on one bike and old school bike handles on the other bike and he remembered putting this odd combo on a pair of matching fat tire bikes he built a few years back. Then he noticed the Bike World sticker on the bikes and recognized that he had built this pair of bikes when he worked in Des Moines at Bike World before moving to Moab a few months ago. A few years back, we had been lamenting how much we missed mountain biking in Moab after moving from Utah to Iowa, so we had bought each other fat tire bikes for Christmas. We couldn’t order the bikes we wanted locally, so we bought the bikes at Bike World in Des Moines to ride on the snow covered bike paths around Lake Red Rock, with a plan to someday go back to Moab with our new bikes. Andrew was so excited to see his own work in Moab, that he texted his old boss, Greg, back in Iowa to report this uncanny connection. He also took really good care of our bikes and quickly got them tuned up so we could hit the bike trails again today. Thank you, Andrew! You are a great bike mechanic and an awesome addition to Chile...

Horrible customer service, renting from this place was hilarious! Very amateur bike rental shop. We travel around quite a bit and rent bikes and this place was a joke. They were trying so hard to push bike insurance on everyone to make the extra buck even after we said no and then their demeanor, just thinking everyone that comes in their shop is some “first timer”... We totally understand insurance, but if someone doesn’t want it you then just treat the rental the same as you would and if the bike comes in broken then they know to pay for what broke. (And we all know what parts cost) We took the bikes in when we got done and one of the guys in the back had to make sure to tell all the guys to “check these bikes really really close because they didn’t buy insurance”... so if we bought insurance you would have just said thanks for the return see ya later, but since we didn’t then we better check over the bike really closely to see how we can make the extra buck. Well and boy did they, right after we were about to leave they said we were late bringing in the bikes in so this Meghan chick with horrible customer service charged us 50 bucks. We were 20 minutes late due to a wreck on the 128, but boy we didn’t get that insurance so they needed to get some of that good old money.. ya 20 minutes late is 20 minutes late but all shops we’ve ever dealt with are pretty dang cool and laid back when it comes to that stuff. You Win some and lose some, we won’t rent here again, but it’s good to know for others about the good ole Meghan attitude...