Got a puncture whilst in town and rang to see if they could fix it so I didn't have to walk my bike 2miles home and spend 20 minutes clumsily changing my inner tube. They had actually shut the shop the day before for their current refit but said to bring it in anyway and they'd look. Despite all staff working on the refit, they kindly fixed the puncture. But an IT issue meant the card reader wouldn't work. I offered cash but they couldn't take it. I offered to come back to pay, but the refit meant they wouldn't be able to take payment later So they just said it was on the house. I asked if they had a charity I could donate to, but the said to put it towards a cause of my choice. I tried to find an email address to say thanks and let senior management know, but doesn't seem to be one so I just wanted to say thanks again here and let others know how friendly and helpful the staff were. I have been going to Bike UK at this site for over 20 years and always got great service. I asked if the same staff have stayed on and it seems that they have, which is great news for people using the store. I have seen some comments about them no longer doing the free service on bikes that Bike UK offered. Of course I would love those to have contnued on my bikes but this is a different business, not a rebranding of the old one, so I am simply grateful that the people and good customer service have been retained. Thanks to Bike for all the help over the years and thanks to the people at Trek for repairing my puncture and waiving the cost - an impressive first experience at the new store that ensures I will continue to recommend it to friends. I will be splitting the money you saved me, plus an extra £5, between a Bristol homeless charity and an inclusive cycling charity, so your kind act will benefit someone more in need than I am. Keep up the good work and good luck with the new store.