Giant Gold Coast

I went in personally to explain the problem with my bike & book it in for serve/repair. Was booked in for next day and so next day I rode the 4K and delivered bike at 8.30am, and was told it would be ready that afternoon. I told them that I couldn’t get back then but would come in first thing the next morning, then I EXPLICITLY added that if there were any problems could they please call me. Well, nothing heard from them so I walked the 4 km in my bike gear to pick up the bike that next morning at 8.30am. I said I was here to pick my bike, got a blank look, then he went around the back and returned to say it wasn’t ready. There were 2 young attendants at the counter, the one I met when I booked the service, and the other who was now about to tell me that the bike repair needed parts. So I asked when they would be in, he said on that day, at that the other attendant gave him a look of surprise, so I said can I see the parts order, he then told me it was illegal, yes, illegal for him to show me that order. So I said, so my bike would be ready that afternoon, he then backtracked and said that they hadn’t actually been ordered. Oh boy. I then asked to speak to the manager and was told they weren’t there. At that point I asked them to get their manger to call me and took my bike and rode home. A TOTAL waste of my time! Oh btw, I have never received a call. Sadly, the issue is not about the 2 young lads at the counter, it’s more the lack of customer service structure that would support these young lads to do their jobs without them having to try and cover up the failure of the business to service their customers in an honest & professional manner. Contacted another bike business, booked a time, took the bike in, was greeted, bike assessed there & the and I decided to buy a new bike instead of getting the repairs etc done. How hard is genuine, honest, customer-orientated service really.

Sloppy service with zero customer care. They lost my special bar end plugs and rear wheel nut cover. No apology, offering discount or even just answering emails. They never answer emails, that would be too professional. I also had to nag them just for emailing a quote. The parts on the invoice are also not exactly matching the parts provided. So far I spent $1500 in their shop but I will happily spend my future bicycle maintenance $ somewhere else. The guy who served me was Sean. I have to give him that he did service the brakes good but all the other issues are just not worth it.

Best bike shop on Coast... Friendliest people...