West Point Cycles – Kerrisdale

Have them serviced my rear brakes two weeks ago. I’m out eight bucks but at least I have a safe ride. Note they only adjusted and not replaced anything.
Noticed their prices actually went up even though there was a big sale sign in the front, eg. a Trek FX 7.2 was $ 559, now $ 599. Probably due to the low loonie? D’oh! But funny I don’t see car prices rising by that much of a percentage. Wow!

These people are amazing, I was missing a few plastic bits on my bike and was hoping to buy some replacements (purely for aesthetics). I explained my predicament and the kind woman who was helping me came back, put the little caps back on and sent me pedalling home and I didn’t need to pay a nickel! On another visit, they kindly showed me bicycle pumps at the price point in my budget and put some air in my tires with their own pump so I wouldn’t have to open my new one. I did buy my bike here a few years ago but I’m sure they’d treat other customers the same regardless!

Main point: Unethical business model. Lack of customer service. A 17 year customer feeling mistreated.
We brought in my son’s bike about a week ago as the back tire was flat. The fellow who checked the bike says that it looked like one tire needed to change the inner tube, and the other tire may still last but may require a replacement soon. To replace both tires with a new one, we were quoted approximately $ 60.
We returned yesterday to change the tube of one tire and replace the other tire entirely. We were provided in writing an estimate of $ 53. Today when we returned home, we received a voicemail informing us that they had to replace both tires, and that the total is now $ 89.
My complaint is that (1) this is a substantial jump of almost 100%, AND (2) this is not the first time they did this. Last year, we replaced the gear on the bike and were quoted $ 60. In the end, they charged us over $ 90. At that time, I expressed my dissatisfaction with them already, but to no avail.
This time, I asked them why they would go ahead with the extra job without consulting us first, and Chelsea, the lady I was dealing with, explained that they normally have a $ 35 threshold whereby if the repair requires more attention, they would go ahead and the customers normally appreciate that as they will then get their bike back faster. She admits that this time the extra amount exceeds that threshold, but they went ahead anyway.
When I asked Chelsea if she dropped off her car for repairs at a body shop, and was quoted $ 200, but ended up with a $ 400 bill, would she pay it, her response was «it depends». I asked «Really»? And she says yes if the repairs warrant the extra charge. I can tell by her eyes that she was not sincere.
I strongly feel that they were being unethical by continually charging their customers more than quoted. It is evident at least to me that this is a pattern, given my previous experience. More disturbing is that Chelsea did not appear apologetic, even when she was saying «sorry». There was no show of remorse, and she definitely made no effort to do good, other than offering to put the old tires back on, which was a ridiculous response.
As I saw that this conversation was going nowhere, I suggested that I pay for the extra tire, but that they discount me the labour. The final charge came to $ 73, which I reluctantly paid just to get out of the shop, as my son was in a hurry.

Overpriced, rude service, and no value of their customers. Thanks, but no thanks; if I want to get ripped off, I’ll go somewhere that does so with some courtesy.
Note: I used to shop here, and have purchased several bikes from them over the years. It looks like it’s new management, or they’re taking a different strategic approach, because they’ve gone away from selling local bikes (no more Rocky Mountain) and, well, they’re customer service is what it is. Call me nostalgic, but it’s not what it used to be…

I first met the owner from this store at the Bard and the beach fireworks this year. I was at this time thinking of buying a bike. I approached them and they said they would be happy to help me find the bike.
I went in to their store on several ocassions as I had not riden in several years. They were always very helpful and patient with all the annoying questions I had.
I looked at all the stores in the city just for comparison and didn’t like any of the bikes they had for my frame and kept coming back .
I finally bought a bike this week from them after three months of going back and forth trying out different bikes and I have the satisfaction of knowing that I would be looked after if anything went wrong with the Bike. I am really enjoying riding my bike.
I love this store and if you are looking for a bike this is the placeto go to.

Hubby and I bought our two Trek bikes here after shopping around various bike shops and doing much research. The staff here was awesome! They offered better prices and a better warranty than most of their competitors.

I just picked up my road bike yesterday from West Point and am thoroughly impressed. I have never received customer service this good from a bike shop in Vancouver, and I make an effort to shop at as many local stores as possible. Great communication and follow-​ups throughout the servicing (part price quotes, suggestions, etc…) and a great job done.
From the moment I dropped the bike off (late, they were just closing the shutters and opened back up to help me out) to when I picked it up, I was treated with kindness and professionalism.
The icing on the cake was when they were unable to get a part I requested in a timely manner, and thus gave me an upgrade at no extra charge automatically. They have my business for the foreseeable future!