GEARS Bike Shop Burlington

So i bought a trike/bike from a company in the USA called Especial needs. This was a custom built bike. And gears took delivery of the product and assembled it for my family. Gears have always been professional and just incredible in doing these things for my family. Its just an amazing company. It was fun to see the workers putting regular bikes together. Just very technical work.

Unfortunately they refused to work on my bike because it’s a e-bike. I needed a rear tire and it had no electronic component. The motor is in front. It seems illogical. But the staff is very friendly. Recently they replaced the seat. So I am not sure why seat is ok to replace, but the tire is not. Both don’t have electronic components. Bottomline is if you have a E-bike don’t bother going to this shop.

Gears Burlington is amazing. Had a great experience from there when I Purchased my bike. The staff and the manager Ryan was awesome to deal with :)

I bought a large Opus Orpheo 2 from Gears Mississauga. I am 6' tall but they sold me a bike which was designed for 5'7" +/- 2". I asked if it was the right size and the sales person said yes even though I should have been offered an xtra large. They didn't even help me adjust the seat or handle bars to the correct height. Nor did they remind me that I needed a bell. They just incorrectly installed a kick stand that my heel knocks every time I pedal. I emailed and called dozens of times but they are too busy to respond. The bike was scratched and so I doubt they will exchange it. The experience left me feeling like they just rushed me out the store which an incorrectly sized bike. Now they are too busy to answer or return my call. I DO NOT recommend this store.

Got my 10 year old Lefty fork rebuilt at this location. Mike did a stellar job and everyone there was cool. Thanks!

I bought a pair of Specialized spin shoes. Within a year the fabric had torn on both shoes in the toebox area. It was covid by then and as a fitness instructor (gyms shut down - not teaching at any clubs right now but normally at both Lifetime and Goodlife) it didn't seem to be a huge necessity to have them replaced immediately. I finally went in a month ago to their location that was about to move (Oakville to Burlington). Without a doubt their staff seem generally knowledgeable and friendly. I purchased another pair of Specialized (different model) and the sales guy took my shoes and contacted Specialized. Promising they would review my case and get back to me. After two weeks - I emailed their info@ email address. A week later I followed up again to the info@. Today I have tried another email address and attempted to reach them on social. I get it. They are busy. But that is really really poor customer service. Additionally, the salesperson a month ago told me he had adjusted the placement of my clips and indicated where they were wasn't correct. the new position would give me more power (muscle recruitment) and help me avoid knee injuries due to improper alignment. Great in theory. I asked him why they were ever placed incorrectly in the first place as they were installed at that same store. He shrugged and said different people have different knowledge levels. Shouldn't all staff be trained on this in the end? If this could create a chronic injury why wouldn't steps be taken to ensure proper placement? Overall - disappointing. If they can't keep commitments and follow up with customers accordingly then they are either arrogant and don't care or overwhelmed. Both will get them in trouble over time.... UPDATE - I reached out to the owner per the message below. I thought his thoughtful response was promising. He responded and looped me in to another contact there. They said they would look into it and get back to me. That was three weeks ago. I've reached out twice in follow up since that time. Both times - no response. I find it really unfortunate that the original team member clearly didn't really care much about overall customer satisfaction and follow up. It's more unfortunate that the owner and other teammates - although seeming to want to help - additionally can't seem to follow through. I suspect they lost my original shoes in the move and/or threw them out immediately not caring to pursue this further. In short - it's a shame. But poor customer service eventually catches up to people in the end. I'll be sure when teaching to 70 people at one club (eventually when COVID allows) and teaching at multiple smaller locations - when asked where to buy shoes and accessories - I can't positively recommend Gears. How could I send people to a business that doesn't seem to care for it's clients all the way through the purchase. My purchase may have been small this time but that doesn't truly matter in the end.....

Great experience ! I was trying to take my bike apart to put in a travel case and I could not get my left pedal off. I ran in in a panic and they were able to help me out and get me off on my vacation with one less thing to worry about.

Made the hour long drive to have my bike serviced. Had to deal with a middle aged bike mechanic with a condescending attitude. My second experience like this but this time at the Burlington store. Terrible customer service, terrible attitude. Out of all the bike shops I've been to in the GTHA Gears is by far the worst. E: Hi, thanks for your reply. Do you want to know what a hard slap in the face is? Spending your money at a bike shop and receiving attitude for no reason. I'm not sure what you mean by zero patience. There was one person in front of me I waited my turn and was greeted with attitude. I took my bike and I left you can talk to someone else like that. Everybody is dealing with covid right now it's not exclusive to Gears and your list of excuses for your behaviour isn't acceptable. Nobody at the shop had a mask on. Maybe they should wear one to keep them at work and not at home sick.