Sunnyside Bicycles

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First, we’d like to say we’re shocked and saddened to hear you had a bad experience at our store. Our core values are courtesy, integrity and respect, and it sounds like you feel we fell short of our goals. We pride ourselves on our customer service, so we appreciate you taking the time to write this review and giving us an opportunity to improve. When our salesman spoke with your wife on a courtesy follow-up call a couple weeks after her purchase, no mention was made of any discomfort or dissatisfaction. Since this is the first we are hearing of the points you bring up, we’d like to take a moment to address a few of them specifically. First, the stem was replaced to make the bike more comfortable for your wife, but we did credit you for the stem that came with the bike. After your wife’s WOW discount and the credit, the upgraded stem was only an additional $29 charge (not $60). This was more than covered in the generous $395 we took off the price of the bike due to her WOW discount, which we offer because we support the Women on Wheels mission. Also, as part of our Ride Club Rewards program, you received nearly $190 in credit shortly after your purchase. That more than makes up for the $29 upgrade, and would have covered the cost of any necessary fitting, as well. Second, we take exceptional care of the beginner cyclist and take issue with the used car salesman analogy. You say you have bought numerous bikes, so it sounds like you might be an experienced rider. What experienced riders sometimes forget is that the beginner rider has not learned all the lessons those of us with miles of experience may have already learned, like the need to be prepared for a flat tire during a ride, or the need to stay hydrated and fueled. It is our job to make sure our customers are informed and making educated purchasing decisions that will help keep them safe and comfortable when out riding their new bikes. This is why we take the time to explain how to use their bikes, properly maintain their bikes, and offer free hands-on flat repair clinics for beginners. If we did not help them to be prepared, they may be stuck on the side of the road, outside of cell service, and unlikely to enjoy their new purchase. Our business has been built on the trust that the beginner cyclist has put in us, and we would not be where we are today if we did not take superb care of them. Third, we have been in business for 11 years, and have sold thousands of road bikes. The majority of our staff rides road bikes - to commute, for fitness, to race, for fun - and our years of experience and combined mileage gives us the knowledge and first-hand experience to service our customer. We can’t help but wonder what other shop would be more informed than we are, or how such a conclusion was reached. Fourth, we take time to size our customers on their bikes for free with the purchase of the bike, by setting the customer up in the trainer and ensuring that reach and pedal stroke are appropriate. If a customer continues to have specific problems that need to be addressed, than our in-depth fitting is recommended so that the root cause of the issue can be addressed. This is something that cannot be achieved by a simple computerized fit. Numerous factors must be taken into consideration when addressing a specific fit problem, including but certainly not limited to a person’s flexibility. Our fittings are extensive and we conduct them after hours to give our customers one-on-one attention. We do charge for them, because it is an analysis and not just a computer program offering a blanket sizing. Again, we are extremely disappointed that you were unsatisfied with your experience at our store. We are committed to continuous improvement and will build upon this feedback to communicate with our customers better in the future.

Thank you so much for the great feedback! We are glad that you were taken care of and hope that you are having a ton on your new bike!

Hi Kam! Thank you very much for the great review! We're glad Jacob was able to get you going again. You are correct, he may look young, but his knowledge and experience are not to be underestimated! :) He is an exceptional mechanic and genuinely loves fixing bikes. We are extremely fortunate to have had him working for us for the last decade!