Specialized NYC - Upper West Side — Local services in New York

We picked up the bikes and are going to Mstr Bike, we called them told and them about our experience with Hilltop and they said they hear this everyday. Our Hilltop Experience was rough to say the least.... These folks appeared very kind and very helpful. The challenge is they do not work on inexpensive bicycles. They are not a regular bike shop. The service manager stated, they work only on high end bicycles, unfortunately the bikes were purchased the same day at Walmart for $197 each, and I was looking for a tidy inspection as they offer for $50. We took them directly to Hilltop bike shop. I suggest that if you are interested in purchasing a $10,000 professional racing bike, this is your place but if you want to get a bike for fun and exercise, stay away from these guys. In closing, after never receiving 1 phone call, we called the store and the technician found our ticket to let us know the result 9 days later. (I think the missed time waiting for result was the most painful, the bikes were for my twin boys birthday.) My Advice, look online and find a shop which has a very long history of repair without the salesmanship, or go to one of the large sports chains... you will save yourself...

We were the first customers in line when the store opened and were looking forward to getting some help with a new handlebar and stem. While waiting outside, we spoke with other walk-ins who had various requests, and everyone seemed hopeful for good service.

Unfortunately, that’s not what we received. Despite being first through the door, the staff member who greeted us showed little interest in assisting. Instead, they prioritized fitting cleats for customers who arrived after us. Rather than helping us directly, we were handed off to a colleague who was already busy selling a bike—clearly a long engagement.

We waited patiently for 30 minutes with no follow-up, no acknowledgment, and no attempt to keep us informed. Eventually, we left without being helped at all. The lack of basic customer service and courtesy was really disappointing—especially from a brand like Specialized, where you’d expect more...

Honestly appalled at this place Quoting 4-7 days to fix a bike Ludicrous Shut this place down! This is NYC, we move fast and expect efficiency

Not only were they quoting the longest wait time ever to fix a bike but also had I not asked how long they would have had us stand in line for a mechanic to wait and be told that we have to wait another 4-7 days

Also not sure how a store cannot plan within a 3 day window / seems like they need new staff and better store management

Horrific service and horribly run business Specialized corporate should watch this location and make sure their NY store represents the quality of the brand. Unfortunately my experience means I will never set foot in a specialized store again nor will I ever purchase any of their products.

This is a competitive market and they don’t want to be a part of it.

GO TO WATERFRONT BIKE SHOP to avoid this travesty of...