Trek Bicycle Olympia West,

1900 Harrison Avenue Northwest, Olympia, WA 98502

"I recently stopped by Trek in West Olympia to pick up my bike after sending it in for a routine level 1 tune-up and a brake pad replacement. My visit quickly took a turn for the worse. The greeting was brusque, setting a chilly tone right off the bat. Things didn't get any better when my bike was brought out. Curious about how the tune-up went, I asked, "how'd it go?" The reply threw me for a loop. The technician explained that the mechanic had run into some issues with the brake pads and decided to leave the originals on, citing the need for a more thorough investigation to pinpoint the problem. I was taken aback. "It would have been nice to get a call about this," I mentioned, implying I would have been okay with authorizing further diagnostics. That's when the situation escalated from simply unsatisfactory to downright appalling. The attendant's response was dismissive, "you realize I don’t work on every bike?" As if I were supposed to know the ins and outs of their staffing assignments. I reiterated my point, stressing how a simple call would have been appreciated. His next comment was dripping with sarcasm: "yeah, I’ll call the mechanic on his day off." I was stunned. I hadn't suggested interrupting someone's day off; I was talking about basic customer service - a concept that seemed foreign here. When I pointed out the apparent lack of customer care, his retort was for me to "look in the mirror." I was speechless. The audacity to say something like that to a customer was beyond my comprehension. This encounter was a vivid lesson in how not to treat customers, leaving me with a sour impression of what I thought was a reputable establishment."

"The team at TREK OLY WEST are CHAMPIONS! Last weekend I came down from Vancouver Island Canada to visit with my best friend to go MTB trail riding. We set out for a ride disassembling our bikes to fit into our truck and we incidentally left the front axle pin out on top of the truck bed tonneau cover and drove off. Later in our drive, we noticed it was missing and we didn't put the quick-release axle back into the fork! We backtracked and tried to locate it and after a few runs back and forth figured it was a loss. We drove into town with hopes that the nearest bike shop would be able to help. We walked into your shop asking if you had a replacement and your team went to look through the shop to find no spares or new stock replacement options and offered to special order one. Our shoulders dropped and our ride was over at that moment and the tech at the counter asked, “ where we're you going to ride?” “Mima Falls”, we said. He brightened up and had a solution, he suggested that we order the axle now and he would take a matching axle off one of the showroom bikes allowing us to take the sacrificed part now so we can go get a few laps in for what sunlight we have left in the day. We were gobsmacked by the generosity and benevolence bestowed on us by your crew where not only did they exceed our expectations. They saved the f-ing day. We rode into the night with headlamps and a few days later found that someone placed the found axle on a mailbox near where we lost it and we now have a spare that holds so much meaning and will be a totem for us to reflect upon where your team helped us."

"Everyone in the shop is super friendly and helpful. The mechanics are great and know what they are doing. The shop has a good variety of bike accessories and clothing."

"I needed new brake calipers and they found just what I needed for a reasonable price. I installed them and they work great! I wanted to buy at a brick and mortar store to be sure I got the right parts and to simplify things if something needed to be returned. I went to OTB after going to another shop that was trying to get me to pay for what would have been just short of a complete rebuild of the entire bike. Thanks for the help and understanding that I’m on a tight budget."

"I've neen getting my equipment serviced here since around 2015, won't go anywhere else! I have specific tires I need for my wheelchair, and they have been awesome at getting me whst I need, and providing tune ups for what is a necessity. I roll strong, thanks to these folks."