Fresh Air Experience

Customer Service at an All-Time Low: Is This the New Normal? Normally I don't try to criticize during these reviews, but this one really irked me. After calling the store numerous times over the span of a few hours, I decided to take the 40-minute drive over to only be rejected at their tied-off door (where I saw at least five staff at the counter BESIDE their ringing phone conversing away). I understand the restricted entry due to the pandemic, but the last time I checked, answering the phone is pretty low-risk? Normally this wouldn't bother me so much, but the only person that decided to help me (after making eye contact with several of their staff from the outside), the only associate outside the store (who, to his defense, was already helping another customer with a flat) decided to approach me with the intent of getting rid of me as quickly as possible. I had been referred to this store by 8 other bike shops as this store is a prime distributor for Specialized bikes (I would assume at least some mountain and alternative models would be expected). I know my machine is archaic (2009 is ancient now, apparently) and likely the part doesn't exist, but to have spent 40 minutes to get there and be interrupted mid-sentence and be laughed away without offering a SINGLE solution (even when I offered to buy a whole new bottom bracket and crank), I was dismissed because they wanted to close their doors and go home. It was the fact they didn't even listen to the problem and simply wanted to follow script and get me out of their way that felt terrible and makes me question their training. I understand it was close to closing time but had they answered their phone -like any decent business would- we all could have saved time and frustration and I could have taken my business online like most people seem to do nowadays, anyway. I try at every opportunity to shop locally and in-store, but it seems (not just here) but everywhere I go it's all about pushing that big ticket item, otherwise it's not worth their time. In closing, I understand, respect and empathize with those working the front lines during this pandemic, but to dismiss the "less important customers" and only glorify the big ticket ones hardly seems impartial. I recently recommended two high-ticket friends to this shop who have purchased $5000 Giant bikes (for our weekend rides), but surely I will caution them come time when they need them repaired in the future. Thank you for the great years in the past, but I will have to move on. Best of luck.

Huge shout out to John down in the shop - who got my daughter and I back up and riding in no time by fixing our broken trailer bike pedals on the spot. She was super happy to see me with the bike after school! Great staff and amazing service. Thanks!

Great expereince. Staff wonderfully patient at the end of the work day with my toddler running around their shop floor while I ordered skis. Thanks Janis.

I didn't intentionally go to Fresh Air Experience for any of my bike or skiing needs, but instead I went to use the public bike pump next store. I was planning on changing my tube but had some difficulty. An employee from Fresh Air Experience (Duncan) was more than happy to help remove my tire, and offered to let me use a bike pump from the store as the public ones do not work well. We quickly found out that I had been recommended the wrong tube size from MEC and Duncan generously gave me the right tube size on the house and helped put it into my tire. I will certainly be returning here in the future with such kind and thoughtful staff.

As always, very good service. Everyone I have dealt with been knowledgeable, friendly and accommodating. In the past Warren and Duncan have helped me with emergencies. Through this challenging time of the covid19, I have gotten great service again. Not only from them, but everyone I have dealt with at the store, both purchasing a new bike and geťting servicing for a couple of older ones. Most importantly, I know I can trust them to treat me with honesty. Any advice I have gotten I have followed, and have always been happy with the results. I certainly recommend their store, given my personal experience. Thanks to everyone I've dealt with!