Plank Road Cyclery

TLDR: Was insulted/​treated rudely by salesperson Brent on my first visit to the shop. If this shop treats customers like this before the sale I can’t imagine what they treat you like after they already have your money.
After a 25 mile ride on the plank road trail I decided to take a quick look around this shop since it’s door opens to the trail and it was a quiet Thursday so only one other customer was around.
There is a bike rack outside the shop where people can place their bikes while they shop, but I opted to bring my bike inside since it’s an expensive carbon model, I guess that was a mistake. This was the less than cordial conversation that followed when I asked the salesperson, Brent, if I could keep my bike in the store:
ME: Do you mind if I place my bike somewhere?
BRENT: People usually store their bikes outside.
ME: I’m a bit paranoid, this bike is actually a replacement for my last road bike that was stolen.
BRENT: Where was that?
ME: Chicago.
BRENT: BIG difference.
ME: (Hazy from long ride, still thinking «this is a $ 3600 bike with a $ 1500 wheelset leaving it outside, unlocked, anywhere is insane. DUH!) Do you mind if I place it here?
BRENT: I’ll place it for you. (takes my bike)
I continue to look around, keep in mind that I’m in full road kit, bib shorts, jersey, sidi wire carbon riding shoes, etc. At this point Brent is helping another customer decide on some clip-​less shoes. That’s when I hear Brent say loudly «Yeah if you’re ‘Joe Schmo’ road racer you’ll spend hundreds on shoes, and yeah they’re lighter, but those are the same guys that spend 5 grand on a bike… PFFT»
EXCUSE ME? Are you not a salesperson? In the bicycle business no less. Do you have a modicum of decency or an ounce of sense? Why alienate/​borderline insult a customer within earshot of you who is quite obviously the butt of the ridiculously inappropriate, considering your job, joke that you just made. SALES 101 Brent! Be courteous and accommodating to customers, don’t give them the third degree, don’t dismiss their concerns, and for God’s sake DON’T insult them! People have a lot of choices these days, and we have the option of getting great deals on the internet, your biggest and most powerful competitor. Local bike shops like yours can only hope to retain sales by differentiating themselves with excellent service.
The ONLY reason I considered giving this place 2 stars is that Jon, a FAR BETTER salesperson, helped me shop for a 29’er. Jon had taken salesperson 101, he was also very knowledgeable and not pushy at all. Unfortunately Jon’s assistance was still not enough to make up for Brent’s completely inappropriate behavior.
Unfortunately for Jon I won’t be buying my 29er at Plank Road Cyclery. If this shop treats customers like this before the sale I can’t imagine what they treat you like after they already have your money.

True to my word (see 04÷18÷14 review), I bought a new bicycle from Plank Road Cyclery last month. This decision was due in no small part to Plan Road Cyclery’s superb service last April.

I’m really torn about this updated review. I’ve been a long-​time customer of the shop, having purchased four bikes, many accessories, and multiple adjustments and minor repairs. I’ve always had a great relationship with the sales staff, mechanic, and owner. I never felt like it was a waste of time driving past other shops that were closer to patronize this one, which is about a 25-​minute drive from where I live. That is until now.
My most recent experience was due to some warrantee work on a virtually brand new bike. The bike manufacturer covered a new frame, fork, crank, and seat post, due to a defective dérailleur hanger that broke and damaged the carbon frame. The remaining parts were to be salvaged off the damaged bike.
I understand about having to wait on parts that were on back order from the manufacturer, there’s nothing the shop can do about that. However, once all the parts were in, I felt like I got a total run-​around about some tool they didn’t have to complete the rebuild. This was not some proprietary tool from the manufacturer, but a standard Park tool.
I’m OK with the first month of waiting for the bike; warrantee items and manufacturer approvals take some time. It took nearly four months to get my bike back. I stopped in a few times during the wait and got some updates from the mechanic and sales staff, but never even so much as a call to let me know where things were otherwise. I was a bit surprised when I informed the shop that I was prepared to pick up the box of parts and the old bike and have it assembled at another shop, that it could be completed a day later.
A shop has to make money to stay in business, but a $ 199 charge for parts and assembly on a $ 2000 bike I bought there, with less than 350 miles on it seemed unreasonable. If I had bought the bike somewhere else, I wouldn’t expect the shop to honor any kind of in-​store warrantee, but come on, I’ve spent well over $ 4000 in this shop, plus several referrals (whether they knew it or not).
I have only positive things to say about the mechanic at this shop, who I felt went out of his way to try and help me get my bike back as quickly as he could. I would not hesitate to have him work on any bike I would ever own. That being said, I don’t feel I can continue to do business with a shop that in no way has supported any kind of customer loyalty.

I wish they rented bicycles, they are right next to the trail.

I love riding Old Plank Trail. Since I am interested in purchasing a women’s road bike I stopped by today to see what bikes they had. The first time I went in I was never acknowledged so I decided to leave and come back. I came back a little later hoping to get better service. Again never acknowledged by anyone in the store but I thought I would wait and look around. While waiting for a salesperson I was still waiting and a man with children just walked in and was immediately helped. Very disappointed with your service.

This is a great shop. I just purchased a giant bike for my youngest daughter and she loves it. The people are super friendly and they carry Cannondale bikes. Its easily accessible of the Old Plank Trail as well. Price are a little higher but you get what you pay for. I enjoy going here. There is a biking legend of sorts that pops in occasionally to work here. His name is Dimitri aka «D». It has been said he can ride over 200 miles in one day. Just saying.

Let me start by saying I like nothing more than to support local businesses, even if it means paying a little more compared to big box stores or online. That being said, I recently visited Plank Road Cyclery to pick up an extra forged hitch for our Burley D’Lite trailer. Amazon carries this item for $ 21, REI for $ 17.59, and Burley will sell it at list price through their website for $ 22. Plank Road Cyclery carries the item for $ 26.99. When I mentioned this to the two gentlemen helping me, one tried explaining to me that «with shipping and everything else», it costs them more. I’m sorry but shipping «and everything else» for a part that weighs 65g does not cost $ 4.99, especially when they buy the parts in bulk packs of ten, and pay wholesale pricing. $ 5 extra may not be a lot of money overall, but as a percentage of list price for the item, it is a 23% mark-​up. I don’t think this is reasonable at all.
I will give one nod to Plank Road Cyclery and that is in their service. If you really don’t know what you are looking for, it is quite apparent that they are willing to spend the time educating their customer. I don’t need the service, I just need the part I am looking for at a reasonable price… Plank Road Cyclery doesn’t do it for me.

i brought our bikes here today for a tune up. The guy helping me put the bikes up on the rack. The first one just needs brakes adjusted and chain lubed, will not charge me for a full tune up. The second bike just had a loose screw on the handle bars. He tightened it and gave it back, said the bike was in good shape and did not need a tune up. Last year, they fixed a flat for me as I bike on the Plank trail. They have treated me well, and I will continue to use them to service my bikes.

I bought my bike here, my helmet and some other doo dads came from here that my husband put in my stocking.
The reason I loved buying here so much was the customer service and the knowledge base of the people who work here. They encouraged me to take the bike for a ride, made me wear a helmet while I did that and made a helmet believer out of me.
I have taken my bike back for check ups, even air once.
It’s a great little store and proves the adage that you get what you pay for in life. Looking for a bargain that isn’t quality and won’t fit you right or be backed up by customer support? Then go to one of the mega stores.
Looking for quality and knowledge? Wheel on down to this little shop.

I’ve been looking around for a bike for a few months now. Been to several bike stores now & have to say, I am completely satisfied with the owner Brent & his store. He has spend alot of time with me going over bikes, test driving several bikes & he never once pressured me to purchase a bike or accessories.

Being located on the Plank Road Trail, it is very convenient to stop in to purchase something or for service. I had a flat tire which I could not fix, so I had to walk a few miles and had it fixed while I wait.
The selection of their bikes is very small, and what they have is rather pricey. They do have a pretty good selection of accessories such as clothing and what not, and the prices are comparable to buying online. I would rate them as a middle of the road business. I do not understand them being closed on Sundays. One would think with as many riders on the trail on this day that they would be open?

I will have to agree with rebs. I only wish I had known about this place when I bought my bike originally! I recently moved to the area from colorado and tried a few shops out before I found this one. Even though it isn’t the closest shop to my apartment, I’ll definitely ride the extra distance to come here. I highly recommend it to any level of cyclist.

I was extremely satisfied with my visit of Plank Road Cyclery, as the staff was really helpful and very informative. I came to the shop with some maintenance questions and the staff took the time to explain what the problem was with my bike and more importantly, showed me how to fix similar issues myself, so that I wouldn’t need to pay for service.