Very friendly and helped change my handlebars in 5 minutes for no cost. Really great guys all around.
" Sorry for the apparent miscommunication on both sides regarding the time frame of your repair completion. We can never guarantee same-day service this time of year due to many repairs that are ahead of yours. Regarding your insinuation that nationality has anything to do with the time frame in which we complete repairs, or affect our customer service, is absolutely false and ridiculous. I am proud of the longevity of this bike shop and apologize if you walked away with any negative feelings."
If I was the owner, I would have been completely mortified and immediately gave a full refund plus a free rental or something.
The worst part was when I've found a note sticked to my bike which said "INSTRUCTIONS:RUSSIAN". First of all, I'm not from that country (there's plenty of others in Europe) and even if I were, how does my nationality infuence the way you should repair my bike or treat me as a coustomer?
Fenwick Islander Bicycle Shop That's exactly what is so upsetting about the whole situation. First that instead for simply apologizing for not keeping your promise, which would be an absolutely fair and understandable bahavior, you just keep denying that such promise was ever made. I've already mentioned that if I were told you wouldn't get it done the same day, I would go somewhere else or just get the parts and fix it myself. I've explained to you that I'm using that bike to get to work almost every day so that's why I need it repaired ASAP. Secondly, if my nationality was truly indifferent to you, then why would you ever mention in in the first place?
The owner couldn't have cared less and REFUSED to reimburse us!???? He gave us a store credit. Like we would ever set a foot in that place.
Just to compare:
I came there to fix a broken tire in my bike. I politely explained that I really need to get it done asap, since I'm using that bike to get to work. They said they'll have it ready for me before closing around 5pm. When I came to pick it up it wasn't done and they denied that we've had an agreement to get it fixed the same day. If I knew, they wouldnt get it done the same day, I would simply go somewhere else or just get the tube and tire and fix it myself. And everything would be OK, if they just admitted "Hey, we're sorry but we've been really busy and couldn't get it done. Is tomorrow OK?" We're all humans and I understand that sometimes we just can't keep our promises but I didn't like making a fool out of me for no reason. They've been extremely impolite.
That was their response:
Defending our local bike shop, I would like to say that there are some vacationers who would like the staff of the Fenwick shop to drop all repairs of customers ahead of them and fix their bike on the spot. I have seen this on several occasions and have witnessed those very impatient people who then run outside and write a bad review. It is so unfair for the bike staff to kill them selves (dripping in sweat) to service bikes as quickly as possible,only to be criticized and berated by a few unappreciative and unrealistic folks who come to the the beach for "their week". Shame on you folks. This shop deserves a five star rating! Don't believe everything you read. This bike shop and staff are the most helpful, patient and kind men and women you will ever find. Here are 5 stars from customers who care since 1990. Keep up the great work Fenwick Islander Bike Shop. There are many who appreciate all your hard work.
I have recently ordered a chocolate chip waffle and coffee at a coffee place in Takoma park. When I started to eat waffle, I noticed it didn't taste right and I realized they gave me a pecan waffle by accident. While I was deciding whether I should just eat the waffle (I don't like pecans too much) or return it, out came out the waiter apologizing for his mistake holding my chocolate waffle and a full refund. THAT is what I call customer service.
THIS PLACE IS A JOKE, NO WONDER THERE ARE GETTING SO MANY BAD REVIEWS. I AM NOT SURPRISED AT ALL.
BTW: They've kept deleting my posts from their Facebook fanpage :/
By the way, this happened at the end of June 2017.
Jay helped me get back on my bike great advice was never after my money just wanted me to be safe and happg
This place is a nightmare. We rented 3 bikes there and 30 minutes later ended up with a flat on the side of a very busy road. Instead of driving there the owner biked there so we were waiting there for at least 30 minutes and it was hot, very hot. We have a seven year old. Can you imagine being on the side of the road in almost 90-100F with a kid? We don't have to. Didn't have much water either since we planned to stop somewhere and get a snack.
Fenwick Islander Bicycle Shoppe is a US Bicycle Store based in Fenwick Island, Delaware. Fenwick Islander Bicycle Shoppe is located at 101 Coastal Hwy, Fenwick Island, DE 19944, USA.
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