Trek Bicycle Houston Memorial

Exelente lugar fue mi primera vez k lo visite pero es lo mas cerca a mi domicilio

The staff consistently try to provide an excellent customer experience. While I was discussing an item with one of the staff members, another employee overheard our conversation and proactively took it upon himself to research the item on the website to provide inventory availability for my size range. It doesn't get better than that. Also, the mechanic did great work servicing my bike but more importantly went out of his way to come up front and to professionally and enthusiastically describe the work he did, explain his findings and recommendations. It is a strong group at that location.

My wife bought a Dual Sport 1 on wednesday 2nd, for a sale price of $599. (regular price $749.99). She got home and I start checking it out. I don't know anything about the part of the bicycle but you can see in the picture a really big scratch. We took back the bicycle the next day thursday 3rd to exchange it for a non scratch one. They only had a silver Dual Sport 2. Price was $699 (regular price $849). Dylan told us that he can receive the red DS1 and give us the DS2. We made sure that we didn't have to pay anything so we asked him twice, we DON'T have to pay the difference right? He said clearly NO a few times. Ok in our mind we were happy because it was a newer bicycle for the same price. Than this guy comes at us (mexican tall guy with long hair) saying that we have to pay the difference around $110 and with a very rude mood. The same guy who sold my wife the bicycle that was very happy and attentive that day selling the bicycle and explaining everything the next day was very rude to us. So either you pay the $110 or you get a discount for the scratch $40 off. We said this person "dylan" told us that we can take the DS 2 for the same price now you come to me with this WOW. After arguing for a few seconds he than leave and literally yell at dylan ok give it for the same price and he was mad very mad. So poor customer service, the problem wasn't us, his problem was with his partner. I think dylan made a little mistake because he got confused for the prices with the discout and thought it was the same price. We also talked to dylan and ask him, hey we don't want you to get you in trouble we can take the same DS1 and wait for the arrival to the store no worries and he apologies and said no worries you can take the DS2 for the same price. This mexican tall guy and long haired walk trough us with a mad face even not doing eye contact with us when asking for our receipt but the day before way more sweet when selling the bicycle HAHA. Very very good customer service for dylan. Really bad customer service for the tall guy with long hair. After this my wife decided to test the bicycle in the parking lot outside of the Trek store. She loved it but the rear brake did a weird sound when breaking so this tall guy again was outside of the store and I gently ask him why is this sound? He responded "it may be because of the condensation inside of the store give it a 20-30 minute ride here at the parking lot and it will go away". Who is going to give a 20-30 minute ride in the parking lot in the middle of the day with the heat of houston with casual clothes? So we left the store. Later that day my wife got to ride her new bike in a park for 45 minutes and the weird brake sound still doing it. So almost a $700 bicycle, trek top 3 brand of the word and a poor customer service. I thought it will be a better experience with you guys. We are taking the bicycle to another store because I could not imagine getting there and get help by this guy. He will throw me the bicycle in my head. Dylan Excellent Customer Service.

They got my husband’s bike up and running again after being in storage for a long time. The gentleman that helped me (long curly hair), I’m forgetting his name right now was kind and helpful. I’m grateful.

Phenomenal people work here! I will never look anywhere else to have my bikes serviced. Gustavo is such a pleasure to work with and very knowledgeable. Thank you for being a prompt, highly skilled, and a no-nonsense type of business.