I had a frustrating start with an online order that never made it to the local shop, despite my payment already being processed. After a quick call, Heather stepped in, took ownership of the situation, and assured me it would be resolved the same day. When I arrived, she followed through completely. Not only was the bike ready, but she took the time to ask the right questions and quickly identified that I was about to walk out with the wrong bike for my needs. For a minimal price difference, she guided me toward a better long-term fit, let me test ride multiple options, and walked me through the fundamentals as someone new to cycling. What stood out was the level of care and professionalism, especially given it was near closing time. There was no rush, no pressure, just a clear focus on making sure I left with the right setup and a solid understanding of it. End result: issue resolved, expectations exceeded, and a far better purchase decision than I would have made on my own. Strong customer service from start to finish.