Love the bike. Customer experience has been shocking. 1) Choosing the bike: Sales staff repeatedly tried to oversell. I asked for guidance on buying my first bike with plans to use it to commute and bike pack - they started with the $12,000 model and showed me all the features (e.g. a movable chain) but couldn't explain why any of them were actually useful. - they pushed the carbon bike option and when pressed on whether this would be an issue for bikepacking they were vague and evasive - wanted to sell me electronic gears - put my partner on a bike that was 2 sizes too big for a test ride 2) Buying the bike: No receipt was provided. It took a request in store and two calls before they would send me a receipt for the deposit. 3) Getting the bike: Zero communication I ordered in early January with a 3-4 week delivery timeframe. By the end of February I had had not updates or contact. Didn't receive the bike until early March. Delays are expected but communication would have been appreciated. 4) Picking up the bike: repeated upselling again Staff would not take no for an answer when I declined their suggestions to buy accessories. They offered me helmet, lights, bike lock, bike bags, puncture kit, multi tool, the list goes on. Despite stating I already had purchased all those things they continued to make further suggestions for things I could buy. 5) First service: bike was damaged I don't have any evidence to prove this but upon picking up the bike I noticed that the frame had two chips on it. The store spent a week 'investigating' what might have happened. Their theory was that it looked like a clamp and that I must have done it at home on my own bike stand or a car carrier. I have neither. I haven't left it unattended anywhere and have only ridden about 50km in good weather on tarmac. After a few days of no information I called for an update. The manager Simon was helpful and apologised for the communication and the service I had experienced in the store. He offered to repair it. However, after a week I'd had no communication. I went into the store, bike hadn't been repaired and according to the technician there were no notes on the system for any work to be done. 6) Store experience: Rude staff Have had two different technicians make disparaging comments about the colour of my bike. One implied they knew a girl would be picking up this bike when they went out back to pick it up. The other scoffed when I told them the colour I wanted and said and said they would never be seen dead with a bike in that colour. If you're in sales, that's an opinion you should keep to yourself. Extremely disappointing and repeated poor service. Will not be returning. Would have given zero stars if it weren't for Alli who has consistently done what she said she would, proactively communicated when an issue was raised, and made me feel welcome in the store.