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| - My experience at Landis last weekend was far less than stellar. Their customer service is very questionable, and they refused to fix my cruiser...until AFTER I had tipped one of the guys there for looking at it. Let me give you the whole story...
On Saturday morning I called in at 9:04 AM (four minutes after they opened) and explained that I had a bike cruise later that afternoon and my bike needed just a little love after a past wreck - the front wheel wobbled. The guy on the phone expressed that they do not schedule repairs for Saturdays because it is so busy, and that if I wanted to have my bike looked at I'd have to schedule for Monday through Friday. Since the cruise was that day, I asked if they would be able to just take a look at it and repair if it's not a huge issue...because Monday would be far too late....and that I don't mind waiting a while, if they could fit it in between helping customers. The guy (Tim? Tom?) agreed, said sure, bring it in. So I did...
After arriving at the store 20 minutes later, a different guy came out of the back to talk to me. His name was Eric and he gave me the whole speech again, told me how there's no way they could look at it today. I explained that the guy on the phone told me he would try to fit in in and told me to come down, or I wouldn't have. After about 20 minutes of listening to him scold me about Saturday repairs, he finally agreed to put my bike on the "table" and look at it. I thanked him profusely, gave them my phone number, and left.
Half an hour later I"m at breakfast with my friend and I get a text saying there is an issue with the fork and they cannot fix my bike for liability reasons. So I go into the store after breakfast and talk with Eric. He says they didn't get any further on my bike than noticing that the fork is bent, and that they cannot work on it...and that they CANNOT fix it. I asked a couple different ways. This is my $50 craigslist cruiser, and while it was a cheapy, I've had it for a couple years and I'm attached to it. I asked what I could do with it. "Throw it away. We sell cruisers starting at $249."
Bummed out, I thanked him for at least looking at my bike. They didn't charge me anything since they didn't actually do anything, so I tipped the guy $10. "At least I can buy you lunch."
As I'm wheeling my bike out of the store, a guy calls from the back "We could order the fork." What?? So my bike CAN be fixed?? Another guy comes out and measures the fork, tells the other guy what needs to be ordered. They both say they can order the piece and it will be there in a week. Eric is already off in another part of the store, ignoring me after having driven off any hopes of sales from me. So this other guy says he will order the part.
In retrospect, here is my issue. Every conversation I had with them was wrought with discomfort. The first guy told me to throw my bike away, did not AT ALL care for my business (I guess because it was just a repair on what he considered a junk cruiser? I don't know...) and they ONLY offered to help me AFTER I gave them money.
I called back 20 minutes later and told them not to bother ordering the part. I'd like to go somewhere with my bike that actually appreciates me as a customer.
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