Brands Cycle and Fitness — Local services in Town of Hempstead

From the start to the end, what a nightmare. This sounds like sour grapes, you read, you decide. I walked in asking for "the lightest, simplest and cheapest bike they have". The salesman didn't know his products. After him showing me a few that didn't fit any of my criteria, I went on my own and found what I was searching for, no thanks to the salesman. I put a down payment and left the store. I get a call the bike is ready. I put in google for directions and on the way to pick it up, I get a pop up on my phone from Brands that says "15% off all purchases for signing up on email" I looked at the disclosure and it did not exclude the purchase of a Giants bike. As for that fact, the coupon was not the same one that was on their website. I tried to find a way to save it but couldn't figure it out. Once at the cashier, I asked about the coupon, I was advised this coupon doesn't cover the purchase of a new bike. I agree that the coupon they have on their website is different from what I had gotten and asked to see a mngr. The manager named Byron was very nasty and once proved the coupon was different said "he didn't care, he wouldn't honor it, and his bikes were selling so fast he didn't need to sell me a bike!" I said "you have to honor it and he said " I don't have to do anything and walked away!" I was very flustered and couldn't believe the way I was being treated. What happened to the customer being right? Or how about being kind and not disrespectful and condescending? The girl behind the register asked "if I wanted her to put it on the card?" I said yes. At the same time I asked for the bike to be put in the car. I was handed a receipt and walked out of the store feeling horrible and quite shaken up. Yes, you are right, I should have checked receipt. I was too upset. Once in the car I left to head home. About a half hour later, I get a phone call from the store saying "I stole the bike". I immediately look at the receipt and see the cashier didn't charge me for the bike but actually gave me a refund. I said OK, I'm on my way back. I get back to the store and am sitting in the parking lot trying to compose myself because this whole experience has me very upset and frazzled, and I'm greeted by 2 police officers. The store called the police saying I stole the bike etc. This was Ludacris! Yes, I know it was my fault I didn't look at receipt. I had no idea the cashier didn't charge me for the bike. You had my credit card info, what would posses you to call the police especially after the phone call and I said I'd return? Whatever happened to treating people with respect and being human. How about an apology for the misunderstanding? This was the worst experience. The manager Byron should be fired! This occurrence could have been avoided had the manager handled things differently. He was too busy counting the money he was making because the store was packed. His overzealous pompous attitude was a disgrace. Doesn't know how to be courteous to an older woman. Again, I know this sounds like sour grapes but imagine this happening...

Above and WAY beyond.

I can’t thank Brands enough for an absolutely stellar costumer service experience. This is the first time I have felt compelled to write one of these reviews.

I had been having trouble finding the correct length stem for my new bike build. OD2 (1-1/4 steerer) is not common. also, I ride a stem that is longer than the average cyclist.

I had purchased something used and received the wrong part, so I decide to buy new but no bike shop in my area had what I needed and no one even offered to order it for me. So I searched online and an advertisement for Brands Cycles popped up with what I needed and discounted too! I pulled the trigger and 3 days later received another mislabeled part. Because the part was new it could only mean that this time it was the fault of the factory. When I called the following day I spoke with Denise who was very quick to send me a return label. When the package was returned, I received a refund within the hour of the return delivery and a phone call from Christian explaining that they did not have the part in stock and to make sure there was no delay they refunded me for my purchase immediately.

We then agreed to reorder the part and call me for payment when it was available.

2 days later Christian called me and confirmed the correct part was now available. He even included 2 day shipping for my trouble. I live in AZ!!

Thank you Brands Cycles for seriously stepping up the customer service game!

I will be purchasing...

Drove to Brands after being sorely disappointed by not being able to get good service, proper expertise, or the right products at any of my local bike shops. I was trying to find the right rear rack to secure a child carrier to my beach cruiser. Upon arriving there was a super long line, but the staff was friendly and helpful and had separate staff helping you if you just needed accessories, which I did. First I was greeted by Gabby who politely asked if she could help me. When I explained what I was looking for, she took some notes down and said she would go check and be right back. As I waited, I was approached by Melanie, and I explained Gabby was helping me, and then they coordinated efforts. After a short wait, Gabby came out with some options and Melanie helped us figure out which was best. Melanie even brought the rack to my car to try it on my bike and the carrier to see if it fit safely and properly. She also went above and beyond making sure that I would have the right tools and bolts at home to assemble the rack and secure it to my bike. I can’t thank these two girls and Brands enough for caring about customer service and giving their all, especially during this time of COVID when they are insanely busy and probably exhausted. They were friendly, helpful, and went above and beyond. They have secured a customer for life, and when it’s time to upgrade our bikes, Brands is where we will be going. Thanks Gabby...