It's true that one bad experience can make/break a purchase!
We visited here a few times -the location being amazing, the shop is huge, there's lots of staff to serve you!
I'm going to start with the cool part:
We wanted to buy TWO bicycles on a Friday evening (we already have these two models picked out, so we're not shopping anymore. We're buying). We got here at 7:59pm (1 minute before closing, yup) and expected to be turned away. NOPE!! Thank goodness for the staff (except one b*tchy person)!!!
There were lots of customers still during that time. They cleared by 8:15, but we left at 8:30. They had to make sure the bikes fit us, they had to give us an intro on the bike... etc.
For that, they really deserve 5 stars.
Because we bought our bikes in such a hurry, they didn't tell us the warranty they cover. Which by the way is 1 year service on your bike! And that one unpleasant person was rude and impatient and unpleasant.
One month later, we took a bicycle in for repair (we bought two bicycles from here by the way) as there was something wrong with the hydraulic brake. We'd love to fix this on our own, but this is a complicated job!!! Well, we were turned away. Apparently "it's really busy (Sunday), it'll be a one-hour job. So please come back during the weekday."
Are you kidding me? Of all our visits (weeknights, weekdays), they were ALWAYS busy. There were ALWAYS customers. There were always bikers taking their bikes in!
The techie behind this man (literally, right behind him) was super nice though. He looked at my bike (my bike isn't the broke one, the other one we bought has the brake problem!) and he explained it's a part of their 1-year service. He did a thorough job. He recommended we bring our bikes in for service every 3-4 weeks. Thanks, man!!
The other staff are great -the floor staff who walks around helping people. They're fantastic.
Note that if you have a mini U-Lock, it won't quite fit on their bicycle rack! We locked ours across the street at the Yoga studio.