Cap’s Westwood Cycle

The people at the service department have no idea on customer Service or know anything about bike parts. They just want to sell you something even if the parts don’t fit.
I went there for some chainring bolts. The first person didn’t know what I want and he asked the mechanic. The mechanic had no clue and he asked the service manager. The service asked me what I want and I told him I need chainring bolts.
He found something at the back but there were not the price that I wanted to pay. Then he said that he can order some in and I can pick them up tomorrow.
I couldn’t believe a bike shop that size didn’t have the parts I needed.
He then went to get the spare parts box and tried to find me some bolts to sell me. He took out 4 and told me that he can sell me those.
I looked at them and told him that they are the wrong size. Then he said,’ beggar can’t be chooser’
I couldn’t believe what he said to me. I am a customer and they should want my business.
I left and went to a different store and I got what I want. No attitude. I asked for what I wanted and they sold them to me.
I sincerely hope that they do something about the customer Service department.

I bought my cyclocross bike here, was a very pleasant experience. I had a full bike fitting which is worth it, they applied the cost of the bike fitting towards the bike I later bought. Good selection and friendly staff.
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update after dealing with caps service department.
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I really wanted to like this store, its close to home, a local business with reasonably helpful staff. I kept going back in even after I had issues with minor tuneups. My commuter bike sees a lot of Ks so it was easy to drop here after work instead of going downtown. After multiple issues with my bike being serviced here I would avoid this place and look elsewhere.
I had multiple services completed on my bike and had to take my bike back in for major issues that they had missed after nearly every service. The two that stick out as red flags were the front wheel not spinning after the front hub was overhauled (after less than 6 months into owning the bike) and the mechanics forgetting to reassemble my bottom bracket correctly with a spacer (cranks moved side to side) after I had the bike assessed and fixed after a car hit me. They were usually apologetic and resolved the issues after I complained a lot. The other issues I had involved were my brakes being incorrectly adjusted (multiple times), usually the front, incorrect/​inaccurately indexed gears, seat post set way off the originally position (easy fix, but why should I pay $ 80 for service and have to get home and readjust my seat post?)
I think the problem with the service department might be inexperienced/​incompetent staff working on the bikes and the number of work orders they are taking on. The result is cutting corners and just trying to get the bikes back out the door.
I never took my road bike here for a service and wouldn’t recommend that anyone who has a decent bike or any bike for that matter goes here for a service.

The ownership of this shop came to my store years ago. They treated my staff and I so badly, I’ve never gotten past the shock. Its been bothering me for years. I figured the public should know where all this bad service stems from.
I’ve actually never had a customer so rude, condescending and demanding in my life. Major egomaniacs who possibly feel good about themselves by being hurtful to staff. Wow… if you only knew… you’d never, ever support business owners like this. This husband and wife team will not get my business, ever. They are NOTHING like their cousin at Caps South Shore. He is one class act!

Went in with my two Cervelos for a couple of adjustments yesterday. Work was ten minutes each for the bikes. You would figure $ 80.00 TOPS. Um, no try $ 153.00!!! Pathetic!!! I was enraged. When I got up to the til I thought well, at least I get a discount because I bought two bikes here — oh, sorry, no discount on service so ended up having to pay the whole thing. I booked Velofix before a race two months ago. That was $ 70.00 and the spent a whole hour on my bike AND they come to you. Never, EVER again going to Caps… EVER!

Worst customer service ever! All I asked was for my wheel to be trued, I didn’t ask for a new wheel, so stop trying to up sell me. As soon as I said I had a wheel at home, the repair man smacks me with ‘The wheel wont be ready till after the weekend’. (its thursday afternoon) Just a little advice, I expect things to be repaired for what Ive asked for, not to be up sold and quick turn around for something so simple. Ill go do it myself.

I used to deal with this store 10 years ago, then moved away. I recently moved back to the area so I figured I’d return to shopping there.
I recently ordered in some small parts which, since they laying around, they gave me for free. This in turn had me return when the DIY installation took an unexpected turn and I needed tools that I didn’t have. I put the bike back together and brought it in for the (reverb stealth) seat post installation. I was quoted $ 50 for the installation and hydraulic bleed that was needed. I told the service staffer that I was dropping it off because the bottom bracket had to be pulled out to complete the installation, he said no problem, it would be ready in a few days, and off I went.
A few days later I got a call from a mechanic telling me that he couldn’t complete the installation because the frame wasn’t designed for it. I had to explain to him how to complete the installation and the steps involved. He then passed me off to the store manager because he still didn’t understand. 20 minutes later I got a text stating that I could pick up any time.
When I arrived, I was presented with a $ 75 bill and told it was because they had to pull the bottom bracket, which was the whole reason I brought it in in the first place… But they didn’t charge me the $ 4 for the hydraulic bleed because it wasn’t needed. Like I was getting a deal.
So after having to explain the work to the mechanic, I got charged 150% of the original agreed price for 15 minutes of work. I paid the bill out of frustration and wrote it off as a lesson learned.

Update,
They crushed my rear hub so the axle would not even go through the rear wheel, in other words the rear wheel could not be put on…
I brought my bike in with the rear wheel on but the Lead mechanic just smiled and said yep I know but I‘m not paying for it you have to and smiled again…
I think I remember reading this happening to another guy so just a heads up…
The store manager is abusive, he offered me a store credit after they returned a part to norco that I bought from another store (This is stealing no?) but then he also went on to tell me not to come back to Caps???
Trust the bad reviews people are venting for a reason…
I do not know why the community is putting up with a Family oriented big bike shop that gives this abusive service over & over & over…

Great if you get the owner. If she’s not in employees act like they are too busy for anything but selling their overpriced bikes. Helmet, bike pump, tune-​up. I’ve giving this place too many chances. Ill be headed to New West in the future.

What a fantastic place to shop. I had not been on a bike for over 20 years. The sales person (Brad) took the time to understand what I wanted to do, where I wanted to go and how often I was going to ride. After some discussion he actually talked me out of a more expensive bike and into one that was almost $ 200 less expensive but suited my needs down to the ground. He really knew what he was talking about and spent almost an hour with me as I shopped for everything I thought I would need. I was so pleased with my experience I went back a week later and bought a brand new bike for my wife. After several months of riding the bike I can say he was totally right with his recommendation. We are now enjoying so much time riding as a family with our daughters. As for the service you certainly will not find better. The guys really take care of you. I have taken my bike in for service and the guy (Steve) that I have come to know pretty well is such a pleasure to deal with. Again, like Brad he really wants you to enjoy the experience of riding and shopping with Cap’s. There is no hard upsell or looking for the next opportunity just good honest professional advise from a team that knows the business of riding.

I went here looking at some 29er mountain bikes. I’m no bike expert but I wanted to try the different sizes to see which one fit well. They didn’t have the L in the canondale or Norco I was interested in, but they had M’s…then they started going «you don’t need a Large, the medium is fine» and I felt I was being pressured by buying what they had in stock and they didn’t really care or offer information on fitting or how I ride. I walked out… these were the younger sales reps.

The two times I’ve been there, they didn’t have what I was after, but offered to order it in. Helpful and friendly service.