"I had gotten a bike and shortly after…"

I had gotten a bike and shortly after had gotten into a problem with the bike. I went to get repairs and quickly got great service, and communication. The repair was kindly givin for free.

"Still waiting for an answer"

I ordered a kick brake for my sons bmx bike in mid June it’s almost August and I have not revived it: the money was withdrawn from my account and when I didn’t get a confirmation email from the organization I figured because it was a small organization and didn’t have that type of web service. But it’s been months and I can’t even get anyone to track my order

"Just left the Greenfield location...disappointed"

Just left the Greenfield location. I was interested in learning and purchasing a e-Bike. They opened at 11 am and I walked in around 11:15. Picked a week day on purpose hoping they would be less busy. There was one customer checking out and one dropping a bike for repair. I walked around the selection of bikes. Found the eBikes. Started looking at them. There is no documentation on any of the bikes so you need help. I kept walking back and forth looking at the different bikes. Even lifted on off the kickstand. Pulled out my phone and started researching the bikes myself. Noticed an employee go up to thr check out area. He started talking to the other employee. Continued to use my phone to do research. Walked back and forth between the bikes. Nothing. No offer for help. Decided to leave because I can do the research myself or go somewhere else. On my way out, the employee that had walked up to the cashier area was clearly there doing nothing and asked if I gound everything I was looking for. Hmmm, clearly not because I was looking at the bikes and didn't leave with one but I said yes. At that point, i was over it. I drove 20 minutes from home to go to this location when there is a competitor less than 10 minutes from my house. So disappointing.

"We called to inquire about lead time…"

We called to inquire about lead time for tune-ups for our two bikes, knowing it's busy season. Erik's insisted on us just bringing them in a dropping them off. After the bikes were unloaded we were informed of a 5-week lead time. I still don't understand why they couldn't have told us this on the phone. Maybe we thought once we were onsite with the bikes unloaded we'd be more likely to leave them there? We didn't. We loaded up the bikes and will be returning to OneTen Cycle. The only reason we didn't go there first was because of a move across town, but OneTen is worth the drive.

"I made the mistake thinking I would…"

I made the mistake thinking I would support this small business chain to have my back wheel of my como 3.0 replaced due to my water bottle bouncing through it during a ride. The staff was eager to tell me I was to rough of a rider (they get commission on the bikes they sell - and tried to sell me their close out model) and it would take about two weeks to fix according to Tony. I enjoy my como and said I enjoy this bike so please order the back wheel and left with the feeling that I did not trust my gut feel with this store.... and I was right about them unfortunately. You can not get through on the phones so trying to follow up telephonically was not happening so I tried their on line service and that ended up being an auto reply. I did finally get through on a phone call ten days later (I live a half hour from the store) and Tony said he would call back that Tuesday and verify that he would order the replacement part ( he never did order the wheel ) After no phone call I arrived at the store days later and Tony said he did not forget to call me it was just that his schedule got mixed up so he was going to get back to me. I found out he never ordered the part after a full two weeks.
I was with my wife and knew I needed to get my bike back (when I got home I noticed a huge scratch on my frame WTH!) and go to the store I where I originally bought my specialized como 3.0.
I don’t know much about Bike shops but Erick’s whom Erick Saltvold started at 17 years old fixing bikes, that humble beginning of culture has been lost....customer service, integrity and training forgotten. This Deerfield location is exceptionally poor for any retailer. And I do know about drug retail operations for being in the business for 40 years.
There are plenty of great Bike shops eager for your business, this is definitely not one I would recommend.
I hope this message helps this location get back to its roots.
These people don’t care about you only your wallet.

"Specialized should sever their…"

Specialized should sever their relationship with this company. Eric’s is giving them a bad reputation. I will no longer offer up my business to a company that could care less of their consumers. When my wife exited the store with her shiny new bike, I noticed a pencil eraser sized Nick in the frame. I spoke with the store manager who was very short with me. While trying to share my frustration, I was told that this is the last bike in stock and there is nothing he could do. I responded by saying that there should be some quality control and someone should have been upfront about the damage. In addition to my previous statement, I questioned the manager if he’d pay full price for damaged goods? He then stated that 17 year old kids put these bikes together and there isn’t anything he could do but return the bike. Now, my predicament is that this was going on during COVID, which means we had to wait for my wife’s bike to be sent, built and transferred between stores. I realize that there is a bike supply shortage and that supply and demand is at its peak at the moment, but taking care of the customer and upholding your reputation during the good times, and bad, show your true colors. Full disclosure: we did end up getting a free kickstand. However, I feel our situation was handled very unprofessionally. I could provide more stories of another location I visited but by now I think you get the picture.

"Terrible bike and customer service"

Don’t assume you’re going to get good service just because of the ‘Erik’s’ name. I brought my daughter’s bike into the Minnetonka location for some work, including the brakes. They fixed the brakes and some gear work for $130. Approximately 2 months later her front brakes literally just fell apart while she was riding her bike, very nearly causing a bad wipeout.

I took it back in and found out that their service warranty is only 30 days, so I had to pay another $73 just to get the front brake fixed. Again. When I got it home IMMEDIATELY AFTER HAVING IT REPAIRED the front tire would barely rotate because the rim was rubbing on the brakes. I didn’t try to figure it out because I was PO’d and that’s why I paid them $200 to get the bike road ready.

It turned out that the wheel was not put back into place correctly, causing the problem with the brakes rubbing. In a not-so-funny twist, the manager on duty tried to blame my daughter and I for the problems, stating that it’s our responsibility to do a safety check. We do, by the way, but no safety check is going to predict the brakes just suddenly falling apart. It was really infuriating to be blamed for their crappy work. And our safety check was when we found out that the wheel was rubbing! I told him that I think THEY should be doing a safety check before they return serviced bikes, and he just blew it off by saying, not in so many words, that it doesn’t matter because even if something is wrong they’ll just blame the customer. (At least, that was my impression and experience.)

Also, I pointed out to the “manager” that there are cracked rubber housings on the ends of the brake cables going into the handles, and after two trips (and $200) to work on breaks I would have thought they would be fixed. I was told that they are fine as is and probably don’t do anything anyway. Hmmm.

Obviously I’m not going back EVER, but I want to at least let people know what to expect.

"Worst first experience with this company... not returning."

I ordered a Garmin 1030 Bundle for my upcoming bike races and Erik's popped up on a net search for it. They had the best price at that moment in time so I ordered it. Shipping was expected to be delayed with COVID, so I was surprised to have it arrive in the mail as fast as it did.

This is where the nightmare starts. I opened the box to find the item was unpackaged, fully charged, missing various parts, primarily the speed and cadence sensors as well as the instruction manual. I immediately contacted Erik's customer service to be told that it was most likely a "Display Model" and some of the parts were left out when it was packaged.

I asked if it was a common thing to ship open boxed display models as "new" products and they said yes as all display models are locked in a case and no one touches them. I said its hard to believe you wouldn't let someone look at a $600 gps before buying it. Nowhere on the site does it state that the item will be opened or a previous display model!

Customer service tried to talk me into waiting for them to hunt down the missing parts and that they would contact the store that shipped it. I asked for a return label and a new, unopened boxed gps be sent to me. They declined and said he had to wait to see if they could find the missing parts first and it would take longer to send me a new unopened one.

I gave them a day and heard nothing from them and no email on any kind of status until late the next afternoon. They then apologized and said they had no idea how this could happen and would do their best to make it right. I had no call back, no response to active chat even when it says response in minutes… just an email stating that they could not fulfill my request and attached was a return label.

I contacted live chat again and asked how they couldn’t fulfill my order with an actual new product if I was still able to order on their website. I got a standard response of “Thanks for reaching out. We will get back to you as soon as we can!” 4hrs later still nothing.

I returned the used gps and will not be doing business with this company nor recommending them to anyone.

I went to REI.com and found it for $40 cheaper.

"From lies to lack of communication and still no shipping"

I talked with someone on their online chat on May 5 and was told the item I was ordering was in stock, with 6 available, and orders were being processed and shipped in about 2 days. On May 10, I received an email response to an inquiry saying my order would ship the coming week. My order still has not shipped, and I am getting absolutely no responses to my emails. So they’re not being upfront about their processing time and not being responsive to emails. This is extremely frustrating. They’re taking business away from other small businesses and then not fulfilling the orders, and they’re stringing costumers along. I highly recommend you avoid ordering from Erik’s.

"I ordered a brand new Specialized Ruby…"

Edit:
Graeme reached out to me and was able to send me my springs, as well as give me some reimbursement which I think is very reasonable to get the paint fixed. They were able to help me really quickly too which I really appreciate. Thanks!

Original:
I ordered a brand new Specialized Ruby road bike from them and had it shipped to me. The bike came scratched (the paint was completely off on a fingernail sized area). It had dirt in the crevices, the tires looked used. I don't really feel like I got a brand new bike at all.

Whats worse, I was supposed to get two extra springs for my futureshock system that comes with the bike (as specifically mentioned on the store page, as well as other owners). I was not sent any of those pieces.

I emailed for help (if not about the paint chip), I wanted the springs that actually affect the functionality of my bike to be delivered to me. They never responded to my email, so i'm hoping to get some traction here.