Joshua Stewart
Having worked in customer service a number of years ago, I do appreciate how even the best of teams can have off days, be it last-minute absence of staff putting pressure on those covering, or unexpected surges in customer volumes. Reading all the reviews on here, it seems the Trek team are pretty decent and I must have just have caught them at a bad time.
I went into the Bristol store on Sat 23rd Oct, hoping to spend my £1,000 cycle2work voucher. I knew the exact bike I wanted (FX 3) and was only looking to grab it, add a few accessories and pay. This proved to be a great challenge, with all staff members either busy with customers or otherwise occupied. I waited 25-30 mins but nobody was available. There were other customers in a similar situation to myself. Unfortunately with no queuing system in place, customers joining after me were often served first. it was a case of pot luck, being in the right spot at the right time. In the future, some kind of ticketed queuing system might work well in the store.
In the end I left the shop and rung the Bath store instead. I got through immediately to an extremely helpful chap called Ben, reserved my bike and was even offered a specific slot for collection. It's another week to wait and a 15 min train ride, but will be worth it to guarantee the collection.
Claude Monecel
There's nowhere to lock your bike up outside the store and Helmet that was reduced in price had no documentation or a box
Lauren P
Won't be going back. They left grease on the disc brakes after a service, leaving a pretty dangerous bike to ride. Customer service needs working on too - they were pretty rude when we told them about the problem. Add that to a months wait for the service in the first place. Not impressed.
Simon Wicks
Got a "free" annual service as bought my bike there and never again. Didn't fix a problem with my brakes which I flagged up but did do other work which I don't think was needed.
Sahar M
I went inside ,just saw one of the staff who was talking with a customer .I needed help to choose a bike but no one around to ask if they can help . that sales gentleman talked with the customer for more that 15 minutes . so it was wasting the time to stay longer while he already knew that I am waiting for him to answer my questions.
Tom
My first mistake was coming back to this place after a grueling experience last time nut i thought hey the staff could've been having bad day. I was wrong. Is it company policy to be the rudest and most patronising people on earth? If so their staff need a raise.
When I walk into this establishment I'm looked at like I'm a complete freak and spoken to like one as well. I have serious issue with the speccy bike mechanic who has got to be one the rudest people in customer service I've ever met. Maybe find a new career if its such a burden to help fix peoples bikes which is quite literally your job.
Do not go to this place if you value self worth.
Angus Gregson
I bought a bike in April. It's coming up to its complementary first service and also needs a spoke replacing. (I hope this isn't indicative.) But I can't book it in - regardless of what the website says - it's a first come-first served system, and the one mechanic they have in at the moment is concentrating on building new bikes for sale. This is my day-to-day bike; I need certainty on turnaround time. Trek can't provide this, it seems. I'll go elsewhere.
Scarlett Miller
Found out some quite distressing things the other day when I went to the Trek store. Apparently Trek is partnered with Lidl which sells these cruelly bred "Franken-chickens". There were protesters outside the store telling me about it. As an animal lover who trusted Trek as a business I am quite surprised. I will go elsewhere for my bike until they stop supporting this horrible stuff with Lidl.
Zebedee (Zebbers)
When I was in Bristol the other day I saw some animal rights people outside this store, which I found odd. They explained that they were there because Trek are working with Lidl. I have heard about Lidl's poor animal welfare recently. I'm shocked a company like Trek would support them. Puts me off shopping with them both tbh.
steven tunn
Only gave 1 star as zero wasn’t an option. Terrible customer service, never answer the phone and they’ve had my bike for seven weeks and still haven’t been able to diagnose what’s wrong with it. Worst bike shop in Bristol
Steven Ling
Call over 10times this week and no one answering the phone.
Amanda Clark
Appalling experience. Communication was non existent. Don’t expect them to answer the phone or respond to ansaphone messages or emails. It took 5 1/2 weeks to collect a bike that was in stock but needed mudguards and bike rack fitting. I paid for a stand but asked for it not to be fitted as I didn’t want it but there was no offer of any money off. Still haven’t got the mudguards. One staff member was very rude and just complained that they were short staffed rather than offering any meaningful apology.
I would definitely steer clear as there are other much better independent bike shops in Bristol where your money would be much better spent. Would give zero stars if that was an option.
Dave Jones
Visited on the weekend to buy some tyre sealant. Wasn't even ackowledged on entry as staff too interested in talking to each other or looking at their phones. Gave them the benefit of the doubt and looked around the store, but still ignored after 5 minutes or so, so I went elsewhere.
sam jonas
Beware buying waterproof trousers from this store. Ripped after only 2 rides and not interested in helping. Poor quality.
BibbidyBobba BibbidyBobba
30 minutes to buy an inner tube, awful service
Catherine Maytum / Dan Green
Dropped in on spec to discuss buying an electric bike - no one on the customer reception desk. Waited & looked around. No one working in the shop acknowledged my presence. Waited at least five minutes then a shop assistant walked straight past me talking with another customer about some sort of small bracket, totally ignoring me. I did not wait any longer. You have lost my custom. Will definitely make my expensive purchase elsewhere, where I receive better customer service.
Paris Bannerman
Waited for 20 mins while 3 people served one guy, place was completely empty apart from that. Had to leave as my lunch was ending. Just popped in to grab an inner tube.
joshua harrison
Counted 5 different lines without prices on , not sure why (mostly bike accessories, bags and bottles and rain guards)
Quite frustrating when you are trying to shop, lots of boxes of bike around the store , maybe from a recent delivery? 1pm and I found it hard to walk around the store due to this.
Lots of staff in the store but all sat at the tills drinking tea/coffee and chatting to themselves.
The point of difference and the reason I went to the store was for good service and to see products, however I've just gone online to buy what I wanted instead.
Chris Brown
Have no idea how good the shop is as was turned away at the door by a member of staff that said "we don't have much stock at the moment", despite the dozens of bikes I could see on the shop floor.
I guess I'll have to purchase a bike elsewhere.
Mark Ellis
Very odd experience when I visited. I had to wait at the barrier (there was only 1 other customer in the store and 4 to 5 staff). I was then asked what I wanted and replied I wanted to look at some sale items. Was aggressively told I could come in, but couldn't touch anything....! I then asked how was I supposed to look at specs and prices, the response was call over an assistant. I mentioned other shops not doing this and other examples in clothing and food. Guess the answer "Covid mate". A great lesson in how to loose goodwill and business ☹️. Hope you train your staff better and survive.
