based on 6735 ratings.
What our customers think of us!
The following comments were submitted by our customers when asked to provide feedback on our service. In the interest of transparency, we present these comments as provided except that personally identifiable information has been hidden unless the reviewer has requested their full name be included with the review. No unfavorable comments have been removed.
Good communication during Covid. Very helpful.
Fast friendly service and my bike looks and works great
The Team has never been anything short of amazing. They were extremely accommodating in helping me find the right bike and even more so during ensuing the COVID-19 bike shortage. My favorite bike shop in Toronto.
Friendly and helpful. My Kryptonite lock and key were no longer working to lock and unlock; the staff had no problem replacing it free of charge.
Prompt and clear response and also very respectful. thanks
Professionalism.
😁
Courteous service, quick response and delivery of ordered item.
Everyone is so helpful and patient and friendly! Great communication and really helped me find the best solution for my bike.
Quick response from customer service.
Good service, but hard to reach by telephone
Friendly and fast service!
Good communication. Product ready as promised!
I received great customer service. Everything from purchasing the bike, to the time and care that went into fitting me on the bike and making sure I had everything I need. This is the first time in my adult life that I have purchased a quality bike and I couldn’t be happier with the whole experience and product. Thank you.
Great job
I was helped by Pete and he is amazing
I have been a customer for many years and have spent thousands of dollars here. All I wanted was to book a service appointment and it took over a week to respond and then when I finally heard back, I responded within hours of the right time but never heard back again to confirm. I appreciate you are busy and Covid etc but there are many other good bike shops including Bike Depot next door that would put more effort into their customer service. I will give a second chance due to my long standing relationship but if this continues, I will be going elsewhere.
Very good and quick service.
Keep customers update about the status of their orders - when they are unexpected delays
I know that it is super challenging right now in the bike industry as so many suppliers are on back order. I ordered gloves in April and received them yesterday and had to email twice to ask for an update. I would’ve been happier with my experience if I had been notified that the item was on back order with the supplier and maybe given an option to switch to an item that you had in the shop. That being said I know you folks are a great shop for repairs and purchasing bikes so I will still recommend that aspect.
I left a phone message which was never returned
Problem: the new shoes I bought required new clips. They were installed with new pedals. I should have been advised they might need adjustment before I left the store. When I tried out the new shoes and clips on the street I could not unclip my shoes and nearly fell head first
I have since resolved the problem at a local bike store who loosened the clips for me
I brought in an old clunker of a bike that was not rideable. It needed repairs and a few parts replaced so I could use it recreationally. The staff completely understood what I wanted, and they found affordable solutions to get that old bike working without it costing more than the bike was worth.
Amazing people. Bought my bike from you guys two years ago and I’m so happy I did.
The product options were good. Not many stores seemed to carry all of the products that I was looking for in one place.
The prices were higher than other places, but it was better to make the one purchase instead of several places and multiple shipping costs. I understand prices, priduct selection, and volume sold is a tough balance, but the prices could be more competitive. If the other merchants had all three of the products I wanted, then I would have shopped elsewhere. Also, if the borders were open I would have shopped at a store in the states where the products were half the price in CAD (exchange rates accounted for).
Only other thing was the package just arrived, but I hadn't received any emails about the shipping (not even in the junkmail). Glad it arrived, but the system isn't working for everyone as I had no notice that it was coming.
Looking forward to installing things on my bike, so overall, "Thank you!"
Class A service from start to finish. Thank you.
Excellent Service and quality products!!
Service is fantastic. Brent, in particular, has been a huge help.
Friendly staff, awesome product
Front of shop help was excellent, got good advice and help buying a light.
I also had you change a front flat. Within 5kmof picking it up, the front was flat again. I changed it myself and while it's possible that it was just very bad luck, its also possible your tech missed the piece of glass I found lodged in the outer tire.
I've been a supporter of the shop for some time but this time felt pretty frustrated.
Great service and a quick turnaround on my repairs!
Adam and Owen at the Annex store went to great lengths to solve an issue with my bike, made more complicated with the parts supply issues this year, and I really appreciate their help and great service!