Hilltop Bicycles New Jersey - Summit — Local services in Summit

I frequented this bike shop for a few years. I recently had a tough time getting a bike rack. Frequently when you call the store, they do not pick up. So one day I showed up at the end when trying to buy the rack, and did keep an employee 20 minutes after his shift. I appreciated the time and tipped the employee. However, one reason I was late is that I didn’t know how much time it would take or if they had stock - no phone calls were taken. I also explained that we had a child’s bike (which we bought from HB) and then learned at the very end the rack I selected wouldn’t fit that. So the employee then shifted to a new rack which took time.

When I came to pick up I was accosted by the manager and told the rack I had would not work for a kids bike - and that this had been explained to me. That was the entire reason for our order so I was surprised but remained calm. This was by the English manager who didn’t share his name with me. He was then rude about the extra time. I explained the above situation, but he insisted that it wouldn’t work before the employee who sold the rack showed the manager that it would work. He did not apologize and chose to walk away. They also charged for the rack install which would have been fair were it to be disclosed.

In general, they did not thank me for the business and did not want to help. I won’t be coming back again after buying at least one bike there and several accessories, and several tune ups. I would love to support this LBS but...

Two experiences: one positive, one disastrous. Brought my bikes for service both times. First time OK. Second time, 7 days later (vs 5 promised) the work was not done. They promised to complete within the next two-three days. I called ahead, spoke to rude and dismissive employee (Jim?) who berated me: "if you do not return my calls to you, I am not responsible for anything". I had no missed calls or voice mails from the shop. I returned the next weekend (13 days in total from drop off): work still not finished. Net-net: 13 days instead of promised 4, work not done on time, random mix of professional and rude interactions. Paul did finish the job on the spot when I came to retrieve the bike regardless of condition, and saved the day. Overall: YMMV, depending on who you run into at the shop They do have nice $5-10K bikes and high-end gear in stock. Would be nice if the service consistently...

Work is good but it seems they have lost a bit on their service. Brought my bike here and asked for a tune/clean and to have my rear derailleur looked at/new aerobars installed. I get charged $140, go there to get my bike and find out my bike wasn't tuned. I get updates via text without pricing and was to I need bar tape. Was never to they charged 40 for something I could have done.

When asked why wasn't it tuned I was told it basically was and that if the bike was to be cleaned all he would do is take rag and spray and wipe it down. My cassette is filthy and so is the bike.

They just look at the bike and say it all seems to be good. Thanks for the assurances and leaving me to clean my own bike. Waste of time and money. Im disappointed because they used to be better, I drive 40 min to...