Trek Bicycle Upper East Side — Local services in New York

I am an Asian female cyclist. Around 2:00 p.m. on the afternoon of November 5, 2022, I walked into the Upper East Side store of Trek Bicycle with my bike.

“Can I help you?” the employee at the register said loudly. I explained that I had a flat that needed repair. “Okay, you can go in,” she told me. It felt as if she had given me permission to enter the store. “Thanks,” I said.

When I approached the service counter, there was a party of two ahead of me in line. The employee at the service counter did not greet me or make eye contact as I stood in line for about 10 minutes waiting. When the party ahead of me finished and walked away, the employee immediately started working on the bikes without looking up at me as I waited there with my bike. There were three other customers in the store including myself. This continued for several minutes. I started to feel that I was being deliberately ignored.

(In contrast, when I later went to the Trek Forest Hills store, I was greeted with a hello by multiple employees. The service technician also greeted customers who were getting in line behind me and assisted them without delay.)

I turned around and headed for the exit. A third employee was now at the register. I stopped and explained that I was leaving because I had been waiting for 15 minutes and no one had acknowledged me. The employee smiled sarcastically at me and replied, “Okay. Sure. That’s fine. Go!” I then said that I had never experienced this at other Trek stores. I reiterated that I felt invisible and that no one was going to help me. The employee nodded and responded, “Yep. Yes. Sure.” This exchange occurred openly and within earshot of another customer who was browsing accessories near the register.

The employee made no effort whatsoever to ask questions or to help, and in fact, seemed to verbally confirm that the denial of service was indeed intentional. For this reason, I left the store.

This is more than a customer service issue. The Trek Upper East Side store needs to understand my experience in terms of the New York State Human Rights Law, which prohibits discrimination in places of public accommodation based on protected characteristics. I believe that the store engaged in prohibited discriminatory conduct, and I would like the store to recognize...

I was in the market for a road bike at the end of the summer and had initially purchased a Specialized with a September ship date. As a result of the Great Bike Shortage of 2020, September came and went and the ship date pushed to February. I cancelled the Specialized order and consulted with a cyclist friend for advice. She recommended Trek, not only as an excellent value, but more importantly as having the best service in the business. I had my marching orders to get an Emonda ALR 5 and stopped by Trek UES to see if by any chance they had what I was looking for. Carlos was incredibly helpful, and while they did have an Emonda in stock, we both thought it was a size too small. Carlos located the bike in the next size up in Philly. He worked with the Philly store to have them ship the bike to Trek UES so that I could test ride it for fit. Once the bike came in, it was not only the perfect size, but it was the color scheme I wanted too (for some reason I thought they only had the other color)! Carlos was incredibly patient in adjusting the bike perfectly and getting me setup with all of the components I needed. As a first time road bike owner, I had a ton of questions and he answered them all. He also provided information on bike maintenance, recommended routes, and even gave me tips to acclimate to being clipped in. I took the bike for a spin that afternoon - it is so fast and fun, and zero issues being clipped in!! I absolutely love my new bike and am so happy to have wound up with the Trek! Could not be happier with outstanding customer service by Carlos and the Trek UES team! I am a customer for life and...

If there was a “Minus 1” I would add it. While the store has a welcoming “façade” of inclusiveness they are actually very slow, rude (if they do pick up the phone...) - I brought in my bike for basic service and - despite numerous calls placed - I am still waiting to get it back 10 days later. They ironically claim they’ll give you a free loaner, but then they don’t have any “available”. This is a Manhattan store that feels very “entitled” and over-priced; stay away.

Edit : Thanks for the response. I obviously don’t post with my original name - and my “basic” service took 12 days; the fact that I receive an automatic notification of a service “delay” does not make it any better specially when I am “guaranteed” at the storefront entrance a replacement loaner for services 24hrs and - after days of delays - I am told that that service is not offered anymore because “all the bikes are gone”.

One day I spent so much time trying to call the store (“the line is busy/hang up on me”) that I walked there just to find the “crew” hanging out. Another time I went to check the status of my bike (since calling is useless) entered the store at “5:01” (literally) (door was open, lights on); and the convo went as follows :

Crew : we are closed Me : can i ask a question ? Crew : we are still closed [with entitled, arrogant tone]

I could have been asking for directions - really. And - sorry to be pushy - but I was told it would take 2 days and it took 12; with what this store charges, it could have been at least polite.

As stated earlier - typically entitled rude and inefficient...