Specialized Concept Store Reviews Summary

Store Experience

Pros:

• "The store itself is nice and clean, visibly looked after and I don’t really understand previous negative reviews."
• "What a great team of staff.. took my bike in for a repair today, couldn't have been more helpful!"
• "The store is delightfully presented, and the range of products is amazing."
• "Visited the newly refurbished shop yesterday. The very knowledgeable and friendly front of house staff are always happy to help."
• "These guys are absolutely amazing. I bought my bike in 2012 and they couldn't be more helpful, they set the bike up perfectly for me and told me how to maintain it."
• "I am very happy with this place and the staff. I had a problem with a bike I bought there around 9 years ago and the guys in the store spoke to specialized on my behalf, ending up with me getting a brand new bike under warranty."
• "The whole bunch are friendly and welcoming."

Cons:

• "They made us wait 30 minutes outside in the cold, I was shivering and when the manager arrived he didn't even apologise."
• "Visited the store was served by a very rude team member who took my details and simply stated, 'There is a problem, that bike has been sold to someone else'."
• "Lovely place but as of Dec20 you cannot get into the store. Found a slight disinterest in customer service."
• "The old guy that received us was very rude and start inventing excuses."
• "Awful Customer Service. Been using a Specialized bike for over 10 years & popped in last Saturday to enquire about new tyres. The service was appalling."
• "A very disappointing visit, Aussie chap had a problem for every solution!"
• "Dumbfounded, I rang the store only to be met by belligerence from Douglas, I couldn’t believe the attitude towards customers."

Staff and Service

Pros:

• "Bike fit was done by Dima, who is very knowledgable, with a lot of experience."
• "The guys here always know their stuff and do not force you to buy stuff you do not need."
• "A great servicing by Doug - I highly recommend it!"
• "With Dima was different, very knowledgeable and practical."
• "Staff very helpful over the phone and via email."
• "Really pleased with the service received from these guys. Bike was ready two days before expected."
• "Received really good service from their workshop. The staff were extremely helpful and accommodating in sorting my issue, even though the bike was purchased elsewhere."

Cons:

• "Had my bike booked in for a service over the phone. They accepted the service level i requested and mentioned it may go up depending on last service/mileage etc. Reason for the 4 stars is because whilst the gentleman i dealt with was very polite, he made me wait in the cold for 20 minutes without coming out to say he’s on the phone or dealing with another customer and wasn’t very helpful in explaining the procedure & timescales of the service to a new customer!"
• "Took a couple of Specialized bikes in for a full service hoping that the workshop would do a great job; unfortunately I was let down by poor communication and a dismissive attitude from servicing staff."
• "Poor attitude and handling in warranty repair. Went to Tredz and Specialized direct who sorted and handled with no fuss and no charge."
• "The guy told me he didn't know much about ebikes."
• "Paid for top spec service on my s-works and discovered that bottom bracket wasn't sufficiently greased."
• "I don't really understand why one of the mechanic was very aggressive and rude towards me."
• "Terrible customer service - avoid."

Pricing and Value

Pros:

• "I purchased the bike elsewhere for less money."
• "If you want to buy a Specialized bike forget buying from Evans, Wiggle, etc. Go to this store instead! They specialise in Specialized (obviously). But are beyond knowledgeable and helpful."
• "The shop also offered me a price match to the bike I wanted, which was set up on the spot by the great workshop team on the back."
• "At the end they made us pay the price accorded."
• "Glad I looked when I did to get the bike I wanted when bikes are not in stock to much due to Covid."
• "Bike arrived as agreed on time and packed extremely well, set up perfectly and only minimal components to add to the main bike."
• "Got some top advice from Wayne on the team who never once pushed for a salesy out of budget bike upgrade which was really appreciated."

Cons:

• "We agreed on a price of 159 pounds... they told us the price was 190 pounds... then 175 pounds."
• "Before even seeing the bike the credit card machine was pushed in front of me with an amount on that did not check out."
• "First they made me a price and then when I went to pick it up they made another higher one!"
• "Also parts used during service were charged to me at MRSP - rip off."
• "Poor attitude and handling in warranty repair. Tried to charge £400 for a warranty issue."
• "They kept insisting for us to do a lot more job than we asked for."
• "Dont be fooled by the name on the shop. Ordered my levo comp brand new and when building my bike they set it up wrong causing the chain to slip resulting in damage to the gears."

Communication and Professionalism

Pros:

• "The staff are polite and dealt with the problems swiftly, and the bike was ready to collect on the third day - despite current full bookings due to the government bike scheme."
• "Popped in last week with a Di2 issue. New bike, but bought elsewhere. The guys were able to squeeze me in between jobs right then and there, firmware update done, and off I went."
• "Extremely happy with the service I received."
• "Great experience and excellent service from start to finish."
• "All in all, great experience and totally recommended."
• "Service department is very good - the staff really know what they're doing."
• "The mechanic who put the bike together done a fantastic job."

Cons:

• "Called the store I was due to collect from (Ruislip) 3 times over a 4 hour period without response."
• "It’s just they always seem mega busy and the customer service is at times a bit over stretched."
• "Even under Covid a far better experience could have been provided went haply to spend thousands didn't even spend 2 minutes."
• "No one behaved professionally with me!"
• "Parts were replaced without any prior communication and for the price paid I was expecting to get back fully cleaned and detailed bikes."
• "I had an awful experience at the Ruislip Specialized Concept store."
• "Remember to book the servicing by phone or in-store for I didn’t and couldn’t have my bike serviced till 3 weeks later after booking in-store, silly mistake of mine."