Trek Bicycle Tacoma University Place — Local services in University Place

Edit: Isaiah and the team took on my review and made significant efforts to remedy the situation. My bike did eventually arrive and it is gorgeous! I sincerely appreciate the efforts by the entire staff and am updating to 5 stars, which is where I normally consider this store to be.

Historically I would've rated this store higher, but the last year has been mostly frustration and disappointment. I ordered a P1 Madone the beginning of May 2021 with a projected completion date of 11-12 months. In December they called to let me know the bike was trending to be a month ahead of schedule. Since then, nothing but delays. And while I understand the UP store is not the one building the bike, they have since failed to provide anything resembling an update without me having to engage as projected arrival dates come and go. Since that 1-month early estimate, the bike has delayed 4 times now. First to on-time, then the end of June, then mid-July, and the latest is the end of July. At each missed date, I have had to wait and then call to see what the updated status is because they no longer reach out at all. I even went into the shop on 12 July to see if it was still expected the next day. They gave me the new end of July date and when I asked for details as to what keeps happening, they said they would call in an hour or two. It's now been 3 days and I still haven't heard back from the store.

Trek is still bike of choice, but the customer service at this location has been trending down for me. It's a custom ordered bike, the least they could do is call and say "hey, your bike delayed and here's why." But so far, it's me calling them every time and nothing but vague...

I bought my first EMTB from this trek store in May. I had quite the dilemma through my purchase, but Let me just say how impressed I was with the customer service.

I initially went in with a fairly low budget for an EMTB. The initial staff person, Johnny, Was helpful in finding a bike at my budget. I asked to take a test ride and the process was quick and painless. I really appreciated the test ride opportunity as I’ve never ridden an EMTB and didn’t know how a direct drive motor felt. After the ride I really wanted the Rail 5, after tax the total was just over my budget. I requested a little lower out the door price and they were able to work with me, that was really appreciated. I was also able to purchase all my accessories, including clipless pedals and shoes.

After my initial ride my chain kept coming off, I brought my bike back to the store and Avery, was quick to help me with my issue. He adjusted the chain and I left. Immediately on my next ride I had the same problem. I brought it back, they adjusted again and I went to test ride before leaving. It came off again. I brought it back to the shop. They identified the front chain ring to be bent, and told me they needed to order a new one. They told me it would be a few days, at this point my bike had been down longer than rideable, and for a new bike I was sad.

Avery noticed this poor experience instantly, and worked with me to make my purchase right. I won’t go through the details but Avery went above and beyond to take care of me the Trek way. I will be a Trek customer for life now.

I highly recommend this store due to the absolute care and professionalism the staff carry at this location....

I brought my e-bike in to fix a flat tire, get new break pads, & bleed the breaks. When I got it back the axle was broken, guaranteed it was not broken before I brought it in. The breaks do not feel like they were bled properly, the right side break feels extremely loose. When I got my bike back, I hopped on to ride it and I could feel something wasn’t right, so I get off to see my axle is broken. They did not tell me this when I picked it up. I could have been seriously injured or killed had I not noticed (not that they care about this fact). So I bring my bike back to the shop to see if they can fix it, and they tell me no and it’s not their fault even though it was perfectly fine before I brought it in. And one of the young kids who worked on it was telling me I could still ride it even though the axle is clearly broken.🙄🤦🏾‍♂️😡 To say that I am disappointed and disgusted with these people would be a profound understatement!!! I spent about $115 total just to receive a broken axle, breaks that don’t work, & nonfunctional bike back. Now I have to spend thousands on a new replacement bike, & my bike is how I get to work. I implore you if you are reading this review DO NOT BRING YOUR BIKE TO THIS SHOP!!!! Find a different one in the surrounding area, you’ll be doing your own self a big favor!!!! Trust me, I would not lie, it’s very simple to...