West Point Cycles

I visit the store on Thursday afternoon when I noticed folding bikes in the window Having just bought a cheaper Asian knock off I inquired about parts and service I had an issue with the head tube and Andrea total me to bring the bike inside . I was barely in the door when she had her tools out and work steadily on the issue she got some help from a bike mechanic from down stairs and within half an hour my problem was solved and a few more tweets were done as well .
Thinking about my location I began to think of the costs of these tweeks and thought I should have asked first but they did a great job so I was ready to suffer knowing that it was my fault
Well was I happy at the checkout I paid less than $20. Andrea and the staff made my day
It was refreshing to have such great service and I recommend them highly.When I get the money for a beautiful Brompton folding bike they will be my first stop

We stopped by to buy an item that the store had in stock. There was a line up out there door due to COVID precautions. Once we were inside, service was fast and efficient.

Great service door to door. Brought the bike in got an estimate based on the damage needing repair. Bike was repaired and rides like new.
I will bring my business back in the future.

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.

Terrible service. Rude management. Such attitude when asking a simple question about a delayed warranty claim. Been waiting since December. Emailed to state that I am disappointed and ask what is going on and received a reply stating "Excuse me?" and nothing else.
Still no update and no jacket when I was advised a replacement was being ordered in January.

I want to give a good review but I cant after 6 weeks and visiting west point 4 times the tubeless tires they put on had a slow leak...the front was fixed but the back tire wont hold air after 24 hours.

I appreciate them trying to fix it but on my 5th visit to see them I am writing this.

If they fix it i will rate them 3 stars.

Terrible upcharge for minor things on labor, $60 bucks to just glue on something when other stores charges $10.

Phoned around town and only they had the color and size of the helmet I was looking for. Took them a weekend to transfer it from their W. 10th store to here, which is fine. They can get quite busy even on weekdays so be prepared to wait a bit, especially in the afternoon. They also carry those ultra chic Brompton foldable bikes, but the prices will curb your enthusiasm in a flash.

I went in there this morning and was completely ignored by three different staff members. It was not even busy. I am going to spend $1000 on a bike somewhere else.

West Point Cycles has an odd and irritating way of running their business. They do not take phone calls and are only open 3 days a week a few hours a day because, they say, of covid-19, yet masks are not mandatory. I took, after the usual long wait outside (no respect for customer's time), my bike in for a flat on a Saturday and picked it up the following Tuesday. Ten minutes into riding it, the repaired tire blew. There could have been a serious accident had I not been cycling uphill at the time. Going downhill it would have been a disaster. I should mention that I am a senior on blood thinners and am told I will bleed to death in a serious accident. This experience obviously scared me very much. I took my bike to the West 10th store on spec to see the manager. He said Kerrisdale had doesn't everything they could have done with the repair which seems odd as it blew almost immediately. I expected more from them but just got it repaired again. Because of my experience with them, I am only recreationally cycling on the flat ground at the beach (no hills) as I have no confidence in their work after what happened to me.
Robin Williams.