Marc Andrew20 days agoFrom
The front door is actually a customer service time warp back to the 1980's when actual humans helped you and z cavariccis were cool.
Jim LoCoco20 days agoFrom
I am having a less than pleasant experience with Trek Denver. I purchased a Domane+ SLR 9 e-bike last summer and apparently overpaid as these bikes are much less today, but that is not my issue. I like the bike. It's the service that I am having issues with. My bike was assemled at this shop and apparently the left pedal thread was cross-threaded into the crank. Unbelievable, right! This resulted in a very dangerous fall I took when the pedal came out while riding. I have serious road rash on my elbow and hip, but more importantly the handlebars gouged my chest very close to my pacemaker ICD implant. I took my bike to Trek Denver last Saturday (at 10:00am opening) after the fall and just a week after I asked them to go through the bike completely, replacing tires, checking torque on all fasteners, and original specs, etc. I was told by the trchnician that I would be called back same day with a time when I can pick up, but no call Saturday, or Sunday. Trek Denver is sadly and inconveniently closed on Monday and Tuesday. When I called Wednesday (today) they said the the parts were just ordered today. They did not offer a demo bike for an important ride coming up for me, and basically have a larthic attidude to customers like myself who has purchased 8 higher end Trek bikes over the past 40 years or so, spending a lot of $$$ on Trek's.
bereket haile20 days agoFrom
I can't say exactly what the lifetime value of a customer is in dollars, but Trek just gained one. After my bike was stolen, I made the decision to switch brands after 10 years. One of reason I chose to purchase the Trek Emonda ALR 5 was the exceptional customer support, particularly from Jose at the Denver Downtown branch. He's an incredible individual who went above and beyond to assist me. He made multiple calls to different Trek locations to ensure I got the right size bike and had it ready for me the next day. This guy truly sets the bar for customer service.
