Given that I had been out of the mountain biking scene for many years now, I was initially concerned about finding a bike to suit what I wanted, so I had done quite a bit of looking around. A friend recommended I visit a new Bike Barn that was open in the area and had a sale on, so this was a logical place to visit.
The range instore was quite extensive, the staff there were very friendly and extremely knowledgeable; helping me narrow my decisions down to a great full suspension bike at a very affordable price. The salesperson was able to clue me up on how to properly maintain my bike, answered all my questions and set me up with all the essentials to get out riding.
Additionally, the salesperson said they would service my bike for free after about a month of riding to ensure everything continued to work perfectly; as the store contained a workshop and trained mechanics.
Overall, I was extremely pleased with the service I received and continue to receive. I take my bike out most weekends and enjoy every minute of it, needless to say I will be further recommending this business to others.
For a new business in a sector that generally has a very standard of high customer service, this place was extremely poor.
Being in the market for a new road bike, I went in to see what they could offer for my reasonably sizeable budget, only to be essentially ignored by what appeared to be the manager there. I walked in and the 'manager' was talking to what seemed to be a friend of his and he called the bike mechanic out the back to come and assist me. The mechanic was very nice but, by his own admission, had very little expertise in the area of road bikes. He pointed me in the right direction to their limited floor stock and showed me the price tags and told me that road bikes were the 'managers' thing and he would help me out with a bit more in depth information about what they had or could get in. I wandered around the shop for about 10 minutes waiting for the manager, who was still talking to his friend, to see if I needed any help, and at one point I even heard his friend ask him if he wanted to go and help me out to which he responded "no, it's alright". In the end I just left, manager still talking to his friend, and went to another store and purchased a $4500 bike.
Given the prices seemed to be on par with most other shops in the Tauranga area for like-for-like equipment, they are essentially competing on customer service for sales. Based on the experience I had, this a battle they are currently losing.