Jen's Cycles - formerly The Bicycle Planet Reviews Summary

Customer Service

Pros:

• "Howard was great to work with. Very knowledgeable."
• "When I went back the 4th time they switched out the bike with a brand new one of the same model that's been riding beautifully since I picked it up."
• "Technicians perform outstanding service."
• "They are always ready and willing to answer them."
• "I really appreciated their patience making sure my parents were fully comfortable and they happily answered every question."
• "The service department led by Alex is top notch."
• "The Staff is superb and super knowledgeable."

Cons:

• "The most frustrating group of people I’ve ever worked with. They can’t even get me a simple axel replacement for my mountain bike, which I bought from them. They were dismissive, angry and entirely unprofessional."
• "Not good I call before I went to the place explain to them what I was calling for and they were like yes we do and I was like okay got my bike tie-down to my car and you over an hour to the shop to be rejected in less than a minute what a waste of time and money."
• "Please call and inform customers if the part they ordered did not work. Instead of saying 'the bike is ready'."
• "When you buying something in this store you feel as you doing a favor to them, you don't feel as you suppose to feel as client."
• "If I could leave zero stars, I would. have never encountered such elitist and rude treatment in my life."
• "When the repairer was finally ready, he was short and definitely not as kind with me as the ‘regulars’."
• "I will never purchase from here EVER. Money will go back to big box store. You ruin the reason why people need to support small business."

Product and Service Quality

Pros:

• "Bought my cross country MTB there and they gave me an amazing deal with great service."
• "They have a great setup for waiting outside during covid with a tent cover and let only a handful in at a time which definitely makes shopping for a bike more organized."
• "Huge inventory of bicycles and accessories to choose from."
• "They have an excellent inventory in-store."
• "Their mechanics are top notch."
• "Had my 29” front fork and rear suspension serviced and they were like new."
• "They always do what they can to help. I needed a tire to go downhill biking and they ended finding me a rental at a great price."

Cons:

• "We stand there quietly while we see old time customers get first class service, jump us in line."
• "Another family that came in after us was also shown the same set of options when they asked for a bike for their son (similar age to my daughter). The sticker shock had them running out the store very quickly after they came in."
• "I also thought the prices were very high compared to other cycling shops in the area."
• "I went into the store with my daughter and the young man could not keep his eyes off my daughter. Very unprofessional behavior."
• "I wanted to buy a bike but they just didn’t have it in the model I wanted."
• "Mine experienced some terrible issues with the chain grinding so badly that I went in 3 times to try and have it fixed."
• "Too expensive place to service your bike! They don't want to service your bike, they just want you to junk yours and buy one of their expensive bikes ~$500!"

Shopping Experience

Pros:

• "A friend told me to try this place even though it was further from my house than a competitor. Was totally worth it."
• "Great store with lots to choose from."
• "By far the best bike store and one of overall stores I’ve yet to deal with in the area. Strong expertise, great customer service and go above and beyond."
• "The shop is clean, well organized and stocked with a diverse selection."
• "Also they have a huge selection !!"
• "Friendly and helpful staff in a great space."
• "Lots of bicycle in stock too."