Trek Bicycle Store Estero

We've gone to that store a few times now. While at first the prices seem a bit high, they are well worth it for the quality of the parts you're purchasing vs what you get from Amazon. I ended up returning a phone mount from Amazon and getting one from the Trek store for a few $$ more and it's a much better part than I excepted. I will come back for more! Also the employees are super friendly and very informed. I recommend visiting the store.

Customer service beyond my expectations

The manager of this store should be audited as I did not appreciate him trying to charge me for a bicycle part on an already overpriced new Trek kid’s bike when, upon calling another trek store, I came to find out that the part comes standard to begin with. I question the ethics of this manager and/or store. Maybe this manager feels that due to the lack of supply and over abundance of demand during these tough times affords him the right to try and swindle people for more money. The salesman, Zach, did his best to try to accommodate me but advised me his manager wouldn’t budge. I appreciate all the help from Zach.nnI took my business elsewhere and will be taking my business elsewhere going forward. I can’t recommend this company any longer. They sell overpriced bicycles to say the least with no durability and now want to charge for a part that comes standard. Bad enough I’ve had to take two previous expensive bikes back for multiple repairs days after purchasing them. I kept getting told the bikes were not defective. I had to argue to get them fixed of which they did. Now this.... unacceptable.nnThis is an example of bad customer service on the manager’s part.

We ordered a bike here over three months ago with a deposit. We understand that bicycles are at a premium right now but customer service shouldn’t be. We have called about four times since them and stopped in once and have been treated rudely every time. Never was there an apology for a problem that was out of their control. Never once were we told that we were appreciated as a customer during this difficult period of time. Never once were thanked for our patience.nWe were told,!No they can’t check how many bike orders there are ahead of us, after all they are only one of 12 stores. I’m sorry but if they have a 12 store system it should be computerized and that information should be accessible to employees. I am assuming this is a company wide policy. Is it intended to keep you from being discouraged? It is extremely frustrating and not at all customer friendly. We finally went in for a refund. At that point we were given excuse after excuse. We explained that there was no reason to remain on the list when we were leaving the area soon. When we insisted on the refund a rather snotty comment was made that the bike would probably be in in two weeks. This is some of the worst customer service I have ever experienced!

Bought and serviced 3 bikes here and service a 4th, an electric. Usually reliable. I came in person on Friday without my bike and talked to the service manager about a specific problem I was having with a specific bike. Repeated the brand name several times.nSaid no problem, bring the bike in that day and they'll run diagnostics -- even pointed to the equipment he had to help identify the problem. So I drove home, rode my bike several miles and got back to the Estero Trek store about an hour after our conversation. He didn't remember me and claimed our conversation never happened. He was completely dismissive and said he couldn't and wouldn't even look at my bike. He all but called me a liar in front of other customers. I was frustrated but calm throughout and left the store. Another customer who overheard what happened said to be outside the store that he was incensed at how I was treated. Needless to say my business will go elsewhere.nnFollow-up: The Trek manager contacted me a couple days after this post and reviewed in detail what I said happened, apologized repeatedly and offered to help me find another bike store that could fix the problem or he would sell me a new bike at a discounted price if mine needed replacing. He followed up with me twice. The bike shop he referred me to couldn't help. I found another shop on my own and they fixed the problem -- it needed two new fuses at a $1 apiece. They didn't want to charge me but I insisted and I tipped the mechanic. Kudos to the Trek manager for following up. However, if his service manager had demonstrated even a modicum of customer service and basic courtesy, the problem would have been resolved in 5 minutes instead of 10 days and countless calls and bike shop visits.