George - Steve M (George)
To the store manager
I am writing to share my extremely positive experience at the Trek bike shop located at the Galleria Melbourne on Friday, 6th December 2025, particularly with Thomas H.
I visited the store to purchase a pair of riding shoes and was warmly greeted by Tom. He took the time to listen carefully to my specific requirements and guided me to the perfect pair of shoes suited to the type of riding I do—all at a fantastic price. His knowledge and genuine attentiveness made the process seamless and enjoyable.
Later that evening, I realized I had forgotten to purchase bike shorts. With only 10 minutes left before the store closed, I called and requested that the shorts I wanted be set aside. Tom not only had them ready for me but also graciously stayed a few minutes past closing time to ensure I could collect them. This level of service was especially appreciated, as the store did not operate on Saturdays, and I was leaving the state on Sunday.
Tom’s exceptional dedication and willingness to go above and beyond have left a lasting impression on me. Based on this experience, I am now seriously considering purchasing a road bike from Trek—something I hadn’t previously planned.
Please pass along my thanks and recognition to Tom for his outstanding customer service.