I really had to think hard about this one after hanging up because I know that having an annual tune-up was something I was looking for before buying my bike, and I wouldn't have bought one if I didn't believe the shop would honor this service. The associate may be right - he may not have ever promised that to a customer, but I was indeed promised this. Making a customer feel stupid isn't a great way to do business. As a salesperson, asking more questions and positioning yourself with a customer to find a solution goes a much longer way than barking out something to shut them down. I can no longer recommend Universal Cycles to friends or family in Portland and will now seek out another shop.
One: They should be able to give an estimate- every other bike shop could...
Service here is not great. I've never had any maintenance or repairs done here, so perhaps those people are kind and helpful. The sales staff I've encountered though are not. Condescending and unhelpful, judgmental about the kind of bike I ride, and generally just unpleasant and can't be bothered to answer my questions.
I decided to order the bike, so on a second trip in I worked with another professional salesperson, we ran my credit card, and Universal called me when it was ready. Universal left a voicemail letting know the bike was built.
I called to check some prices on getting my handle bars replaced, and because I didn't know the parts the guy acted like I was interrupting his lunch. This being my fourth bicycle shop call, I knew to ask what is the high end estimate and what is the low end estimate. Again he responded like a 7th grader (I could hear his eyes rolling) by saying "I said I can't give you an estimate..."
I said I would like to take it for a ride and he replied in an unappealing tone, "you can do whatever you want, it's your bike." He didn't follow it up with, "can I help you out" or "do you need any help"?
It's true that the inventory here is huge, prices are great, and you'll probably find what you need without spending a fortune. But if you're expecting stellar service, look elsewhere.
On my third trip in, I told a salesperson (not the one I had worked with yet) about the bike waiting for me. He was less than friendly which makes me uneasy when I'm looking to spend nearly $2k on a bike and accessories. When he came out with the bike he rolled it up to me and said "here is your receipt."
I'm not generally compelled to write reviews but:
I guess since my credit card was already ran and it was "my" bike, there's no reason to waste time helping me out.
I bought my new mountain bike from Universal two years ago while I was visiting home over the summer from living full-time overseas. My family lives in Bend and I had already bought a bike at a shop in Bend for my wife about a week earlier. The shop in Bend offered a free annual tune-up for the bike we purchased. When we were visiting Portland we went to Universal Cycles to find a bike. I told the sales associate an annual tune-up was important to me and the associate said they also did this. He also said it would be convenient to drop off my bike while I was in Portland for a weekend to get a quick tune-up. This was brought up because I wanted my handlebars shortened a bit, but he said I should try and get used to them and I could come back any time and get them shortened with my tune-up.
I'll summarize by saying:
Because of my size, I've realized that professional bike folks immediately recognize my situation and are willing to talk about features that will help fit a bike to me. I don't care to spend money at a shop when the salesperson was obviously not interested in putting some effort into making a customer happy with the purchase. So I told him to give me a refund and I explained that I was doing so because I didn't like his attitude.
Fast-forward to today. We are living back in Bend full time. I have yet to take my bike in for a tune-up at Universal but I will be in Portland this weekend and thought I'd see what availability they had for a tune-up. When I called and asked about getting a tune-up, the sales associate was very quick to say that there was absolutely no way anyone ever told me there was an annual tune-up and I was completely mistaken since he had worked there for 10 years. Feeling pretty stupid, there wasn't much more to be said after that so i wished him a good night and hung up.
I'm a big guy so finding a big bike to try out in a bike shop is difficult. Since a bike in the size I was interested in wasn't in the store a kind salesperson at Universal said I could buy one (run my credit card) and they would have it built so I could try it out. I didn't buy it that day because I wanted to visit other shops.
I have 2 vacation rentals and rent out my 2 fat tire bikes. I noticed tonight at 6:30 when I was checking them over because I have renters who wanted it the next day, that I had a flat. I raced over to Universal Cycles with 20 minutes left before they closed. They immediately changed out the tube, helped me fit a new mirror into the handlebars and I was out by 7:05. Great customer service, friendly staff. Some of the guys have a bit of a grumpy demeanor, but really are sweethearts. Sorry that guy who had trouble with his large bike had so much trouble.
Rude and snotty people.
Two: They have in the past been fairly cool, but they just lost my business forever more.
It's too bad the last salesperson behaved unprofessionally. There are many more bike shops and professional salespeople around town that would be happy to make me feel like I've made the right decision even after the bike is "mine."
Universal Cycles is a US Bicycle Store based in Portland, Oregon. Universal Cycles is located at 2202 E Burnside St, Portland, OR 97214, USA.
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