WORST customer experience. Save yourself some trouble and visit any other trek store or local bike store that provides good service.
Walked in with a friend who was about to return a merchandise so waiting for someone to assist. The guy who appears to be the store manager walks around the store on cellphone completely ignoring us without giving us a look or hand gesture that says he acknowledges us or will be with us in a moment. Stood there and was completely ignored for about 20 minutes when store wasn't busy at all. It's a weekday and there's only one other customer in store. Thankfully there's another guy emerging from the back of store who immediately approached my friend and tried his best to assist her. However, he needs the guy on phone who has been ignoring us to process it. Guy on phone simply said that the easy way to return is to ship merchandise back to trek warehouse. At this point, i could no longer hide my annoyance and said that the policy clearly says that we can return it in that store which we took time to visit with intent of looking for road bikes as well. Return was then processed in store in less than 5 minutes (not really sure why he initially refused to process it). Horrible! Walked out and didnt bother to check bikes. Good thing there's a Probike+run store nearby which we checked so our trip in the area to look for bikes wasn't wasted.