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| - I do not often write one star reviews, but we had the worst experience with this shop and I warn anyone who wants to be treated with any respect to stay away from here. As many of you know, my husband's bike is very important to him - it became his primary mode of transportation to and from work, and he loved riding it on the weekends all over Vegas and the surrounding areas. When we moved from Nevada to the midwest, we had to decide - put his "baby" on the bike rack and drive it or ship it with the experts. We decided to ship it with the Bike Shop.
We went in and were assured that they ship bikes daily, and had never had a problem. We paid for the bike to be packed for shipment and then the cost of the shipping. We were never offered insurance, and we figured for a bike worth thousands of dollars, insurance would be a given on the package. The bike was shipped directly to our local bike shop so it could be put back together upon arrival.
When the bike arrived, the local bike shop here told us it was improperly packed - it is a road bike packed in a mountain bike box, and the carbon frame was not protected. The box (and carbon bike frame) arrived damaged and without insurance. UPS said in that situation they could only refund the SHIPPER (the Bike Shop in Henderson) $100. Of course that is not acceptable! We took tons of pictures of the bicycle and sent them to the owner of the Bike Shop. My husband called the Bike Shop relentlessly - soon everyone who worked there knew his name and would never connect him to the owner. All of the staff insisted that they have never put insurance on any bike shipped, even $10,000+ bikes! That is absurd.
After several weeks, the owner agreed to speak with him and denied any wrongdoing. He would not take responsibility and said it was UPS' fault. My husband continued to ask for help to get this bike fixed. He already had to pay the local bike shop here to store the bike, so this was costing more and more. Finally the owner told him to ship the broken parts of the frame back and he would fix it. We kept the handlebars and wheels and had to pay the local bike shop to pack and ship the bicycle back to the Bike Shop in Henderson ($$$$!) - after a month with my husband checking in regularly, he was told the bike was fixed and would be sent back. We called a few days later for a tracking number and were told that the staff lied to us - it was not yet even looked at by anyone. The owner said either we could pay to ship it to a carbon repair person in California and pay for the repair or he could get a Vegas carbon frame expert to come in as a favor, but he was not in a rush to help us because he was doing this as a favor.
Trust me, it was much meaner than this sounds - the guy did not care about our customer service experience because we no longer live in Henderson. We took the bike here for tune-ups prior to our move and had little issue, but now we were being treated like dirt because we are out of sight. My husband told the owner that the incentive to get the bike fixed would be that he would not have to constantly get calls from him about the issue! The owner did not care.
Finally, the bike was fixed and shipped back to the bike shop here, where once again we had to pay our local shop to put the bike back together and tune it up. Whatever we paid for at the Bike Shop in Henderson before we moved we did not receive - not any customer service, the bike was not properly packed and shipped, and no insurance was ever placed on the package. It was like pulling teeth to get anyone to help with the situation, and from someone who grew up in the service industry, I was appalled at how my husband was treated. His bike meant nothing to them and it was awful to see him go through this - he was without his bicycle for almost three months! Please go to any of the other bike shops in the Vegas area as there are many which actually provide customer service and do not make the customer feel worthless for actions the Bike Shop actually did. This place is truly horrible, and provides no value for your time and money. It just caused a lot of headaches, frustration, sadness, a lot of extra money, and wasted time.
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