PLEASE Read this first! I took my sons e-bike to bicycle source for new breaks and maybe new tires. I talked to a tech who was friendly said leave the bike we have the pads. The tires we will call you to let you know which ones you want. Great I said. The next day “Billy” the owner called and said the pads had to be ordered he did have them. Ok I said no problem. Picked up the bike and dropped it off when the pads where in. A half hour later “Billy” called back and was very rude to me. Said the back axl was bent. Ok I said I’ll pick it up in a few days thinking he will have it done. I went to the shop a few days later and “Billy” was very rude. They put the front break on and changed the front tire without asking me!!! Remember they were supposed to call me for it!!! The back break they did not touch or even attempt. Seeing this I confronted “Billy”. He was very rude again and said he paying 100/hr for putting bikes to fix. I said you where supposed to call me for the tires and never did. “Billy” said just take the tire rudely and get the bike out of here. To make a long story short avoid this place and “Billy” go to Bicyle tech in Lincoln Park. I changed the break pads myself took 15 minutes to do it. Sorry “Billy” your 20 years of experience gives you no right to be rude to people. If you don’t want to do something or don’t know how to do something just tell the customer you don’t know. I also logging a complaint with BBB and the Pequannock chamber of Commerce.

PLEASE Read this first! I took my sons e-bike to bicycle source for new breaks and maybe new tires. I talked to a tech who was friendly said leave the bike we have the pads. The tires we will call you to let you know which ones you want. Great I said. The next day “Billy” the owner called and said the pads had to be ordered he did have them. Ok I said no problem. Picked up the bike and dropped it off when the pads where in. A half hour later “Billy” called back and was very rude to me. Said the back axl was bent. Ok I said I’ll pick it up in a few days thinking he will have it done. I went to the shop a few days later and “Billy” was very rude. They put the front break on and changed the front tire without asking me!!! Remember they were supposed to call me for it!!! The back break they did not touch or even attempt. Seeing this I confronted “Billy”. He was very rude again and said he paying 100/hr for putting bikes to fix. I said you where supposed to call me for the tires and never did. “Billy” said just take the tire rudely and get the bike out of here. To make a long story short avoid this place and “Billy” go to Bicyle tech in Lincoln Park. I changed the break pads myself took 15 minutes to do it. Sorry “Billy” your 20 years of experience gives you no right to be rude to people. If you don’t want to do something or don’t know how to do something just tell the customer you don’t know. I also logging a complaint with BBB and the Pequannock chamber of Commerce.

Don't bother. Stay away. Maybe they're OK if you want to buy a beater bike for your kid.

Customer Service

Has jerked me around for two months waiting for the correct part to replace the wrong part for my Giant contact switch seatpost. I'm just getting a run-around.

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You've been warned!

would never return to this place. Brought bike in for tune-up and asked about price of a kickstand. Guy behind the counter never gave me one but when I came to pick up bike, there was a kickstand on it and an extra $20 on the bill. Got into argument over whether I had asked for them to install it or not - would never have gave consent to that at $20. Ended up paying for it anyway and the kickstand fell off within a week.

Customer Service

not friendly. out to make as much $$ off customer as possible

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shoddy workmanship.

Based on recommendations from friends I stopped by the shop. The salesman (forgot his name) there was friendly, knowledgeable and more than willing to chat bikes for as long as I liked even though it was close to close. After a couple more test rides elsewhere I called them to make the deal. Bill gave me a great price, held the bike (Trance X4, in stock) with just my first name, and had it ready to go that day. It's a pretty small outfit with just a couple guys there, so I can see them being pretty busy during the season.
Bill wanted me to ride the bike, break eveything in, and bring it back to check over. He also gave me the shock pump, water bottle and cage, and a presta adapter. Not big ticket items, but nice regardless.

Customer Service

If you want a "buying experience" go to a big, shiny store. If you want a great deal from solid guys who know what they're doing, I wouldn't hesitate to suggest Bicycle Source.

Placed an online order with them for two items "Instock Items"

I later recieved:

"Hello Kenneth, we regret to inform you that the Axiom Journey Seatpost Racks will not be available for the rest of the christmas season. Your order will be canceled and your payment voided through paypal. We apologize for the inconvinience and thank you for your understanding in this matter.

BicycleSource.us"

What else can be said they FAIL...

Customer Service

Poor

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Should have believed other reviewers poor reports.

I did not shop at one of their physical stores, I shopped online. I ordered an FSA Dyna Drive Mountain Bike Crankset. I received a UPS shipping notice via email the following day but no tracking was available on the package for a few days. I called and was told that the package was being shipped. I ended up receiving someone else's order about a week later! My name/address was on the packing slip with someone else's credit card information and product. Incompetent!!! How can you trust a company that throws around credit card information so freely?? I called the company, they apologized and said they would be ordering a new crank for me and asked I ship the wrong product back, they would include a return shipping label with my package. I received my package another week later..it took 3 WEEKS, for them to get me my product! Once I received the crank, it arrived damaged with a very significant wobble to it. The customer service rep wanted to hear nothing of it, kept cutting me off and even accused me of falling off my bike and damaging it! She told me I had to take pictures of the crank from all angles and email them to Glen the Manager. I expressed to her that the only way to see the wobble was to actually see it in motion, and pictures were obviously not going to pick that up, but I complied and did what they requested. I emailed all the photos and was told "The box is in normal condition, the teeth and chainrings are strong, no damage done to crank. You could try FSA and get maybe a suggestion, I have never seen a defective crank right out of the box, in 20 yrs. I dont dont see any problem with the product and no return or credit will be given. Thanks for your time." Seriously? Is this how you talk to a customer?? I don’t care how many years you have been in business, products do occasionally come defected from manufacturer. It is not my job to contact the manufacturer, I did not purchase it from them, I purchased it from Bicycle Source! Since it is a defect, your company could in turn send it back to FSA for a credit. I don’t understand what the problem is?! My overall experience with Bicycle Source was an absolute nightmare from the start. Their staff is incompetent and rude. They do not want to hear anything you have to say if you are not happy with a product. DO NOT GIVE THESE LOSERS YOUR BUSINESS!

Customer Service

INCOMPETENT AND RUDE!!!

Bad place...Bad service...Bad selection...

I stopped in here many times over the years and every time I do I wonder how they're still in business...

They don't know much about road bikes, offered me incompatible parts and refused to special order the correct ones...I have a Campy equipped bike and they insisted their in stock (and low end) Shimano would work fine...Campy and Shimano are not compatible - and they didn't know...

They stock low and mid range bikes, basic service, elementary information and cater to the casual riders...I guess that's OK if you're shopping for your 8-year-old, but with so many other bike shops in the area who have better service and knowledge (even Sports Authority), there is no reason to shop here...

Customer Service

Non existant...

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The young guys in the shop are nice guys...They are BMXers and very cool to deal with...However they don't run the place...Too bad...

STAY AWAY FROM BICYCLE SOURCE RT.23 SOUTH POMPTON PLAINS, NJ

They would not refund my deposit after they could not get the bike in my size.

I made a deposit for a bicycle I wanted to purchase. Five days later the General Manager Bill/William Sheehan calls me to tell me they could not get the bicycle in my size, a 13". He said I could get a refund on my deposit.

In good faith, I decided to wait for the refund in case I wanted to get another bike from them. I asked to try another bike. Bill called his distributor to get the bike in my size. He said I did not have to buy the bike if I did not like it. He never mentioned anything about having to leave a deposit or pay for the shipping for this second bike.

When the second bike came in I decided I didn't want to buy it. Bill did a complete 180 from a nice guy to a total jerk. He said he would not return my deposit on the first bike because he had to pay for shipping to get the second bike to his store. He said the bike belonged to me now. He would not even stand in front of me to talk it out. He just walked away huffing. He got mad because the size I wanted was not a popular size for his store.

The truth is, TREK carries and sells a lot of bikes in this size. If he was concerned about the risk of not being able to sell it if I decided not to buy it, he should have been upfront with me about it.

All the bicycle stores that I go to have no problems with getting a bike into their store if they do not have the exact one there. If a customer does not want it, there is no problem. Most bike stores understand that if you are going to pay a couple of hundred dollars for a bike, it may take you a while to decide on the one you want.

Bill was nice when the going was smooth. Once he had to work a little harder for business, he got sour faced. In front of my kids too!
They learned a valuable life lesson today.

Thankfully my credit card company agreed with me. Although Bill still got paid, I got a credit from my credit card company. They said it was not worth it to dispute with him.

Customer Service

TWO FACED.

Nice when the transaction is smooth.

When they need to work a little, forget it.

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Be wary of their kindness.

Make sure you get a refund on your first transaction that falls through before you decide to do anything else with them.

Even thought they seem willing to help you out, make sure you don't pay for it in the end.

STAY AWAY FROM BICYCLE SOURCE RT. 23 POMPTON PLAINS, NJ

They would not give me my deposit back after they could not get the bike in my size.

I put a deposit down on a bike I wanted to purchase. They called me 5 days later when they could not get me the bike in my size. The General Manager, Bill/William Sheehan said I could get my deposit back.

In good faith I decided to wait on getting my refund in case I saw another bike that I liked there. I asked to see another bike and the guy Bill called the distributor to have it sent over in my size. He said I did not have to buy it if I didn't like it. He did not say anything about having to leave a deposit for that bike or about paying shipping, etc.

When the second bike came in I didn't want to buy it. He got mad and said I would not get my deposit for the first bike back since he had to pay shipping for the second bike and that it was my bike now. He would not even stand in front of me to talk it out. He just walked away.

All other bike stores do not charge for getting a bike in your size to try out. If you don't like it, there's no charge or hurt feelings.
I use a size 13 bike and Bill got mad because he says he can't sell those. Trek sells and has tons of those sizes! If he did not want to have the risk of having it on hand he should have been upfront about it.

Bill was very friendly at first but once he has to work a little for your business, he's all sour faced. And in front of my kids too! My kids got a great life lesson today.

Luckily my credit card company agreed with me. Although he still got his payment, my credit card company will credit me. They said it's not worth disputing with him.

Customer Service

TWO FACED. They are nice when things are smooth.
Once things get rough forget about any service.

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Don't trust their kindness.

Be careful of how you pay them. Make sure they can get definitely get your size before you pay them anything.

Make sure you get all money back before further dealings with them.