Terrible service. My dad (Guy Wolff) purchased an electric bicycle from them, but the bike failed within 4000 km. They informed us that the warranty was no longer applicable. The salesperson was extremely impolite and horrendously arrogant. The French team member didn't allow us to complete our sentences and continuously interrupted us (we aren't fluent French speakers). The individual informed us that the other customers paid the repair costs (660€) without any dispute. This leads us to question how many clients they have treated in the same manner. In our viewpoint, a 4000€ bicycle shouldn't fail (engine failure) within 4000 kilometers. We penned a letter to the CEO of the company, but received no response. Terrible customer service. Furthermore, it's frustrating to think that a product of such significant value, such as a 4000€ bike, would have such a short lifespan. It suggests a lack of quality control or care for customer satisfaction. We felt dismissed and disregarded, as if our concerns were not important. This is not the kind of experience any customer should have to endure. The salesperson's demeanor was not only disrespectful but also unprofessional. It is expected that a company's representative should maintain a polite and understanding attitude towards their customers, regardless of their language proficiency or any other factors. The fact that our sentences were constantly interrupted only added to the discourteous treatment we received. The issue of the repair costs (660€) being paid without discussion by other customers was particularly alarming. It suggests a possible pattern of behaviour where customers are left to bear the brunt of the company's product failures. It raises serious questions about the company's business practices and ethics. Lastly, the lack of response from the CEO was the icing on the cake of this dreadful experience. When customers take the time to write to a company's CEO, it is because they believe in the importance of their concerns. Ignoring such correspondence is a clear sign of poor customer service, reinforcing our initial impression of this company. Simply put, the service was deplorable.

Date of experience: August 13, 2024

I purchased a bicycle outside of Luxembourg and scheduled a meeting for its assembly (only lights and pedals included). Initially, they informed me that they would conduct all necessary inspections to ensure it was ready for cycling. However, upon my insistence that such checks had already been carried out at another shop, they agreed to proceed without them. A week prior, I had visited this shop as I required a wheel cover. They assured me that it would be ready, but it would take a minimum of three hours to fix them. I delivered the bike a day earlier and once again inquired about the wheel cover and a few other minor items. On the day of collection, the wheel cover was missing. Their explanation was that they didn't have any in stock (they could have informed me earlier). Additionally, they discovered an issue with a cable which resulted in them charging me for over three hours of labor at a rate of 65 euros per hour. I contacted the shop where I had originally purchased the bike and they assured me that everything was in perfect order with the bike. Concluding this saga, my impression is that this shop is not equipped to handle minor repairs or additions to bicycles. They seem to have a policy of charging a minimum of three hours of labor, and they fabricate reasons to justify these charges by discovering faults in the bicycle (despite it being brand new). So, what conclusion should one draw from this experience? Adding to the predicament, I must admit I felt taken advantage of. I was led to believe that the service would be quick and efficient, but instead, I was left with a feeling of dissatisfaction. The lack of transparency regarding the unavailability of the wheel cover was particularly frustrating. Even more so, the unexpected charge for a cable issue that, according to the original shop, was non-existent. This incident has left me questioning the integrity of such establishments. If they are unable to handle minor repairs or additions, they should be upfront about it, rather than resorting to fabricating faults and overcharging their customers. As a bicycle owner, I would expect a certain level of professionalism and transparency, which, in this case, was clearly lacking. It raises a serious question about the trustworthiness of such businesses, doesn't it?

Date of experience: August 09, 2024

The staff was extremely supportive, I encountered a slight issue concerning the movement of gears and they resolved it at no cost! In addition, their approach to customers was highly commendable. They displayed an outstanding level of professionalism, ensuring that all my needs were met promptly. Their readiness to assist at all times was a refreshing experience. They meticulously handled my problem with the cranks, providing excellent solutions without charging a single penny. This gesture truly exceeded my expectations, reflecting the company's commitment to superior customer service. Despite it being a minor technical glitch, they did not overlook it and took immediate action to rectify it. The staff's dedication to their work and their ability to swiftly resolve issues was truly admirable. Their conduct really boosted my confidence in their services. They definitely turned what could have been an inconvenient experience into a pleasant one. Beyond doubt, their assistance was invaluable and greatly appreciated. I had absolutely no issues after their intervention. Their effective problem-solving skills, combined with their dedication to customer satisfaction, certainly made a significant difference. This level of service is rarely seen and I am truly grateful for their support.

Date of experience: June 14, 2024

I arrived at the store with the intention of getting a straightforward repair completed on my bike's wheel. However, upon discovering that my bike was a purchase from "Canyon", the staff member's demeanor shifted drastically. He became overtly unpleasant, declaring "I don't deal with online businesses", "no Canyon", "I'm overworked with Specialized", and so forth. I can appreciate that one might have personal convictions, and may not wish to endorse the online business model of Canyon. No issues there. However, there are diplomatic ways to relay this sentiment to a customer, while remaining courteous and amicable. Unfortunately, the staff member lacked these qualities, proving to be downright disrespectful and hostile. If this individual is an employee, perhaps the proprietor should consider implementing some form of customer service training to instruct him on the proper way to interact with customers. If the offending party is, in fact, the owner himself, then he needs to incorporate a broader perspective into his business approach. While I may not have patronized your establishment today, and I don't currently own a Specialized bicycle, I might have contemplated purchasing one in the future, had my experience with your store been satisfactory. Alternatively, I may have chosen to visit your store to acquire certain parts, thereby contributing to your business in some manner. Regrettably, due to my negative encounter with this individual, I will not be returning to this store and I will ensure that my social circle is aware of this incident so that they too can steer clear. It baffles me how retail personnel can neglect the fundamental duty of providing quality customer service. Without this vital element, you'll find yourself out of business in no time in this current climate. Nonetheless, I managed to get my bike repaired at another store, so I didn't lose anything. However, your store certainly lost a lifetime customer, and likely a few more.

Date of experience: May 28, 2024

Totally devoid of concern for the consumer. They seem to have no interest in making a sale. I inquired about a particular product and they informed me that they didn't carry that brand, then just wandered off. They didn't even afford me the opportunity to inquire if they had a comparable item from a different brand. These individuals demonstrated an absolute indifference towards their clientele. Their lack of interest in selling was so apparent that it was almost palpable. When I approached them with a request for a specific item, their response was dismissive. They stated quite clearly they did not stock that particular brand. Without giving me a chance to say another word, they simply walked away. Their abrupt departure was so swift that it left me with no opportunity to ask any further questions. I was left standing there, wondering if they perhaps had a similar product, albeit from a different brand. Their lack of customer service was not only disappointing, but also quite surprising. I was left with many unanswered questions, and with an unsatisfied need for a product. Their behavior showed a complete disregard for the basic principles of customer service. They didn't even pause to consider offering an alternative solution or suggesting a similar product from another brand. Their disinterest was blatant and it was clear that my business was not valued. In conclusion, their lack of concern and indifference towards the customer's needs was quite shocking. This experience has left me with a negative impression of their business and a realization that they place little to no value on customer satisfaction.

Date of experience: May 10, 2024