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| - If there was a negative star this store would get it. In all my experience with not only bike shops but just customer service in general this store is the WORST!!!
I was referred to Tempe Bicycle through Sports Chalet in order to find a part for my road bike. The gentleman from Sports Chalet called the store and asked about the part. He was told the store had the part so I drove over to pick it up. When I walked in there was about 10 customers in the store. I mentioned to a younger employee that I called about a part. He didn't know anything about it so he mentioned it to an employee named Guy. At that point Guy relayed the information to an employee I later found out to be Tim. I understood by the amount of people that they were somewhat busy (When I say busy I'm talking about a 5 out of 10 busy) so I walked around looked at some clothes, some bike accessories and pretty soon over 20-25 minutes had passed. In that time I saw other customers walk in and get helped so I decided to ask Tim about the bearings. My exact words were as I looked through the little hole in the wall, "Excuse me, who is the one that is supposed to find the bearings I called about?" Tim replied that it was him. At that point I said, "Well I've been waiting for a while and I've seen customers come in and out and get help." Tim's reply was, "Well we're busy right now so you can either wait or leave" Shocked I was told that I could leave I asked him if he could repeat what he just said. At that point Tim walked from behind the service area to the front where I was standing up to me, about 6 inches from my face and repeated what he just said. At that point I felt threatened. This is the last thing I would ever expect being a customer in an actual business. I asked his name and he turned around and walked back to the back. I went to the window again and continually asked for his name until he told me it was Tim.
I'm not sure why at this point I just didn't leave but I guess I figured if I talked to manager things would be worked out. I stood and waited for about one minute until Tim walked out again staring at me the entire time as he walked past me with the bike at which I asked him what his problem was. At that point another customer looked at me and said, "It's not worth it. Just get what you need and leave." Right after that Guy walked up and I asked him who the manager was. He said he was the store manager so I explained the situation and asked him if that's the way your store did business because if so that's a very interesting way. His reply was, "That is a very interesting way..." At that point he tried to help me and there must've been some sort of miscommunication because it turns out the store didn't have the part I was looking for. As Guy told me they didn't have the part, Tim walked by and laughed as he said, "We don't even have what you're looking for haha". Guy didn't even flinch. It was at that point that I realized the "Store Manager" wasn't going to do anything so I asked him who his boss was. He walked over to the computer ready to give me the information. I followed and said, "I just want you to know this has nothing to do with you guys not having the part, this has to do with your employee (Tim was standing there) and how he treats customers." Tim replied "Don't talk about me like I'm not standing here" as he stepped toward me. I started to say something when Guy cut me off and said, "Don't talk to my employees that way" at which time I then said to Guy, "Are you serious? Now you're going to take his side?" I never expected a store manager to actually witness his employee step towards a costumer and be okay with it and even more so take his side. At that time Guy crumbled up the piece of paper which had the information to the owner and told me, "look it up on your own!" Guy then walked from behind the counter and walked me out to the door, opened it with Tim following and said to me in my ear, "Don't ever come back!"
I have NEVER in my life experienced customer service like that in ANY store! There was never any yelling, threats or physical contact on my part towards anyone in the store. The worst part is that I did look up the owner who is a guy named Chris and sent him a long detailed email like the one above and never received any reply. This business relies on its college location and treats customers like crap. If I had the money I would pay people not to go here. Sports Chalet is a department store but has a GREAT bike department that can repair, tune up or help you in any way and its only about another half mile away. Just look at all the negative reviews in the past 6 months. Its true!
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