Trek Bicycle Chelsea — Local services in New York

So what I really would like to tell you about my experience at the Trek store is that I was shown total disregard, negative and hostile treatment. They should have video so they can watch it for verification. I arrived at the store check my watch saw that it wasn’t 5pm yet. (5pm Closing time). When I open the store door I saw that there was a barrier belt at the entrance of the store not allowing me passage inside. When I scanned the inside of the store I saw there was a family of 3 picking a child’s bike. After a short time of not being attended to at the door I asked if anybody was inside going to be able help me, and the Family Responded that the employees were all in the front of the store. I backed out of the store to wait and that is when I saw the sign on the door stating four person max in the store no one from the store had to that point either approach me or explain this issue. After waiting a approximate 5 to 10 minutes and seeing multiple customers approach the door and walk away because they couldn’t enter I finally stepped back inside to ask what was happening. When I open the door and was calling for attention no one paid attention so I had to lower my mask so they could hear me and finally somebody came to the door. A tall employee approached me at the door with angry look on his face and a hostile demeanor proceeded to explain the 4 maximum persons in the store and told me that if I couldn’t wait and I didn’t like it that I could leave. Okay, after recovering from being totally surprised by that behavior another employee of the store came out and and also explain the four person max policy and finally inquired exactly what was I looking for after I explained what I needed he proceeded to tell me that he had absolutely nothing of what I needed and that because I had lowered my mask I had endanger the lives of all the people in his store and that if I didn’t like the policy that I could leave. So with that story I leave you with this because of a family of three and a child’s bike I was ignored put aside dismissed and made to feel totally uncomfortable. I have a total of five bikes four Treks(2 Carbonfiber frame and one Fuji triathlon bike. I will NEVER EVER return to the store and spend a single penny in that establishment I will also encourage any friends of mine who would think of patronizing their...

I have now been a client for over a year and I can rely systematic issues, poor follow up and little customer service. I have had issues with 1) miss information from the staff (e.i. Verve 3 has only 3 discs up front and not 2 despite the sales agent assurance) 2) total lack of update on delivery timeline. I ordered and paid in full a bike in September 2020 to be delivered latest end of November 2020. By end of November, I called and they say oh, sir your bike may or may not arrive early next year. That without heads-up or reaching out. 3) It took some instance to get it reimbursed 4) when I asked, please keep me posted when if you get a delivery date. I was told it was not possible in their system. But they did contact me a few month later and I purchased the bike. 5) not all the additional accessories were available. I had to follow up once to get the additional once and purchase the rest on Amazon. 6) the bike came without a bell which is compulsory by law in NY. The Shimano gear control is large is attached in such a way that a bell can not be attached in a place which can be reached without partially lifting the end from the handle. I dropped by the store to get a solution and I got a simple: “oh we don’t know” I found a partial solution on my own. 7) they provide air for the bike through a manual pump. Most other bike stores provide a pipe connected to a compressor. 8) the new manager end of 2020 blamed the previous manager for the poor running of the shop, the delay and the lack of follow up. 9) I went to the store to get handlebar horn extension 2 weeks ago. I offered to pay for them. I was told no need and it would be a matter of days before it the adapter arrive from another shop. 2 weeks passes and I received a phone call asking me if I still wanted the items, to inform me that my bike model needed an adapter and it needed to be order, asking me to come to the shop and also make a payment BEFORE they would order it from the other store. 10) All the verve 3 2021 had issues with the original paddles. The paddles got replaced before I got the bike. But the paddle swap was made with cheap paddles!!! So bad for bike which is supposed to come with upgraded components. If you go there, expect Poor communication, poor management, lack of professionalism...

Great customer service and polite. First off let me start off with how honest this shop is. I was recently given a used racer bike and I went to the store ready to start fixing it and replacing parts that were no longer good. I went in thinking that I needed to replace a lot of things since I am not really aware of how the parts should look and what is considered good or bad. Surprisingly the sales person told me that everything was okay and in good condition instead of trying to make a buck off of me and sell me things that so did not need. I still went with new pedals which they installed. Good prices for having your bike serviced. This is my first racer bike and the switching gears had me stumped but sales person did a great job of explaining and left with a better understanding of how to switch gears correctly.Definitely will be going back if I have issues with my bike. Post My...