By Bikesport, Inc. Staff.
We often receive frequent and important feedback from our customers.
We’re pleased to say the majority of it is good and we
take great satisfaction in being certain that legacy continues.
Satisfied customers are our primary goal and that reputation
must be re-earned with every sale.
We also get our fair share of complaints. When
we tracked customer complaints over the course of a season we
quickly learned there was one predominant complaint about our
store, our service and the experience of buying a bike in general:
Some people thought bikes take too long to get.
In meeting with other high end bicycle retailers
we have learned this is a common customer concern across the
The most frequent complaint we receive- and in
fact, nearly the only complaint we hear, is that something took
too long to get. This may be a valid complaint in some cases,
and it may be a matter of expectations. We’ve learned
that if we are as clear about expectations up front as possible
this reduces the possibility of disappointment with potentially
long lead times.
Buying a high end Performance
The experience of buying a high end, performance
bike is a unique one. It is different than buying a gallon of
milk or a passenger car. Every bike sale is unique to the person
buying the bike, unique to their fit, and their goals and riding
If you were to go to a Ford dealer to buy a Ford
Focus, you would see what the dealer had on the lot, arrange
a test ride, slide the seat forward or backward and tilt the
steering wheel to suit you, take it for a test ride, discuss
the payment and close the deal. It is a relatively generic purchase
repeated several times through out the day at the Ford Dealership.
A person who is 6’1” tall leaves with the same Ford
Focus as a person who is 5’6” tall. It’s a
matter of color, options and price. The cars aren’t modified
significantly from one customer to the next.
Buying a performance high end bicycle is more
like the process used to purchase a custom race car compared
to a Ford Focus. Much of the car has to built for the specific
type of racing the driver will be doing. Some of the car is
specifically designed to fit the race car driver. The car is
built to the driver’s specifications and then tested before
it is used on race day. In the testing process a number of changes
may be made.
Another analogy is comparing a high end bike purchase
to buying a dress off the rack for everyday wear to buying a
wedding dress specifically for one use. It takes time, planning,
fitting and alterations to buy the wedding dress whereas buying
an off the rack dress usually means a trip to fitting room and
a look in the mirror.
Buying a performance oriented high end road or
triathlon bike is a process to luxuriate in. The bike is intended
strictly for you, configured with your measurements and intended
to last the entire time you are a cycling athlete regardless
of your goals. This is an opportunity to get equipment optimized
for exactly what you individually. As such, the process shouldn’t
be rushed. It takes time to make good bikes and fit them precisely.
In the internet, e-mail, cell phone instant gratification world
of bar codes and tracking numbers the bike industry is geared
less toward finding ways to make transactions faster,
and more toward making bicycles better.
But I have a race this weekend…
We’re in the high end, performance bike
business. Every customer is critically important and every customer
has events they have invested time and money in preparing for.
Because of this we urge you to buy your bike at least
6 months before the first event you will need it for.
Performance bikes are not built and configured
for only one event or one weekend, but for years of riding enjoyment,
improvements in fitness and for achieving your personal goals
in cycling and triathlon, whatever they may be. The bikes we
build and fit are for more than just one race or event. Because
of that it is worth being patient and getting the right equipment.
Compromising the careful fitting process by hurrying the delivery
for one event is short sighted and compromises the reason you’re
buying the bike in the first place. It is difficult to wait
but it pays in the long run- which is what you are buying the
How Long Will My Bike Take to Get?
There are two possible answers to this question
depending on the circumstance.
It is also worth noting that the overwhelming
majority of bikes we sell are delivered and fitted within 10
days of purchase.
1. If you were fitted for a bike that
is in our store already and is not yet sold we can
perform the final fitting and/or ship the bike to you either
immediately to a matter of a few days. If there are no fit appointments
conflicting with your appointment, the bike is mechanically
ready to be fitted and you are well prepared with cycling shorts
and cycling shoes as you will use to ride your bike in the real
world then we are ready to get you set up!
We often do initial and final fittings in one
visit when all the correct equipment is available in our store.
This means the first time you visit the store will also be the
day you leave with the bike, completely fitted and ready to
There are occasions where we need to change components
relevant to your individual fit and position and the mechanical
work required to do this may take additional time. How much
time it takes is dependant on the type of work and the availability
of those components. Replacing all cables, cutting aerobars
to length, sizing seat posts and changing out a crank for proper
length could take several hours if all parts are available.
This may delay your fit anywhere from a number of hours to a
number of days depending on parts availability.
2. You’ve purchased a bike from us that
is not yet in our store. This may mean the bike has already
been ordered by us and was sold to you from a preseason
order or allocation from a bike company, or it may mean we ordered
the bike immediately (within 12 hours or less on business days)
after you purchased it from us.
We cannot predict precisely when a bike
will arrive from a bike company.
We can only offer estimates of
delivery lead times. These are only estimates and do not constitute
a delivery date promise. No employee, agent, owner or representative
of Bikesport, Inc. is authorized to offer a “promise”
of delivery date on any bike that is not already in our store.
Bike companies do not provide or have
systems for tracking individual bike orders for specific retail
customers to us. As such, we cannot “track” your
bike from the bike company to us. This makes checking the “status”
of your order difficult or impossible to do precisely: Bike
companies simply do not have the information to provide to us.
If you need your bike for a specific event
or date we recommend you allow 6 months to receive your bike,
get an accurate fitting and to become accustomed to riding your
new bike as well as perform the initial maintenance required
on all new bikes for optimal performance and safety.
When we sell a bike that is not already in our
store the normal lead time is 1-3 weeks with most bikes arriving
in less than 2 weeks. Again, these are estimates and there are
exceptions. If lead times are a concern we urge to you to buy
Can you check on my order? What is the
“status” of my order?
We are always pleased to answer questions about
an outstanding order. There are limitations to the amount of
information we can obtain and provide since the bicycle companies
that ship to us may not be able to provide us with specific
information about a given retail customers bike order. We simply
have to wait until the bike arrives, is allocated from our order
lists and assigned to the appropriate customer by order and
fit date. Until that process is entirely complete and we are
ready to schedule your final fitting or ship your bike to you,
any update on order status is an estimate.
While we always want to hear from our customers,
repeated inquiries about the status of an outstanding order
do delay the delivery of bicycles by occupying our staff with
researching orders, deliveries, lead times and returning phone
calls and e-mails rather than building and fitting bikes. This
slows things down for everyone, including your order. It can
be difficult and frustrating to wait but most bike deliveries
take place in a reasonable time (usually within 10 days of purchase).
If your order takes longer please remember that a performance
bicycle purchase is a purchase designed to last a long time
and shouldn’t be rushed.
What can I expect from Bikesport, Inc.
if I order a bike?
If you order a bike from us you can expect the