I am writing to formally express my dissatisfaction with the inadequate service and misleading advice I received at one of your locations today. I brought my bike in due to a jammed chain behind the rear cassette — a common and relatively simple issue. A staff member informed me that they could not assist because there was “no mechanic available today” and that the next mechanic would not be present until Thursday of next week.
To make matters worse, I was incorrectly advised that the rear derailleur needed replacement. After leaving your location, I took my bike to another independent shop, where the issue was properly diagnosed and resolved within 20 minutes, without the need for any replacement parts. This clearly indicates that the problem was neither complicated nor required a new derailleur.
I find it unacceptable that:
- Basic mechanical assistance could not be provided
- Incorrect and potentially costly advice was given
- I was effectively turned away without meaningful assistance
This level of service does not align with what I would expect from a company of such size and reputation. Being told that a simple issue could not be addressed for several days, along with unnecessary recommendations for part replacements, reflects poorly on staff training and customer care.
I would appreciate an explanation regarding how this situation occurred and the steps that will be taken to prevent customers from receiving misleading advice or being turned away for basic issues in the future.
I look forward to your response.
Best regards,
P Polders
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