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Bicycle Repair
Giant Bicycles
Category: Bicycle Repair
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Giant Bicycles, , is a comprehensive cycling business. The company offers a range of services including expert bicycle repair, providing solutions for various maintenance and fixing needs. They also offer bicycle racks, catering to transportation and storage requirements. As a bicycle store, the company provides a wide selection of bicycles for sale. Furthermore, they operate as a bicycle wholesaler, supplying bikes to other businesses. The company also specializes as an electric bicycle store, offering a variety of e-bike options.
Customer Sentiment:
Overall customer sentiment appears mixed, leaning towards positive based on the provided average rating of 4.4 out of 5 from 17 reviews. While some customers report highly positive experiences with knowledgeable and helpful staff, others express significant frustration with online order processing, communication, and delivery.
Service Quality:
Service quality is inconsistent. Strengths include personalized assistance and expert advice from specific staff members, particularly in-store. However, weaknesses are evident in online order management, lack of confirmation emails, delayed deliveries, and poor communication responsiveness. In-store experiences seem to be more positive than online interactions.
Common Themes:
Recurring positive themes include the helpfulness and expertise of individual staff members who go above and beyond. Negative themes consistently revolve around issues with the online ordering system, lack of communication post-purchase, and challenges with delivery logistics and flexibility.
Final Assessment:
Based on the available data, the business demonstrates the potential for high-quality service, particularly through its in-store staff who provide valuable expertise and personalized assistance. However, the reliability of service is significantly impacted by deficiencies in the online ordering and delivery processes. To consistently deliver a high-quality and reliable service, the business needs to address the systemic issues in its online operations and improve communication channels. While the average rating is positive, the negative feedback highlights critical areas for improvement to ensure a consistently positive customer experience across all service touchpoints.
Called 5 times at different times, no answer. Arrived in the shop the sales guy Raymond was dancing everytime I would ask a question and had no answer. He was literally dancing to go ask his colleague (rajat I think) as he knew nothing. The other sales man (rajat) was really good. Sadly the alarm of the shop was ongoing non stop and it was hard to focus on specs requirement.
I purchase 2 bikes for my girls , one bike color was not available after purchase and they gave me both same color , after online purchase no any email confirmation , I had to chase them 3 days before I got some answer . Delivery takes ages and driver was not flexible with timing , I had to call someone to receive the bikes or they will postpone it on the next week. Not positive experience.
Ordered online a GIANT bike. Had to call various numbers over 10 times to get a confirmation of the order. Was promised that it will get delivered today (for a Birthday) despite many reminders.. nothing was delivered. Unprofessional company with no online process in place. The worst customer service. I feel cheated!
This week I went to Giant in First Avenue mall and I had a great service experience with Eric. He went above and beyond what I was expecting after buying pedals and TRyder shoes. He did a full assesment despide I bought my GIANT bike in another shop, calibrated it, made significant improvements to my comfort adjusting it as per my needs and measurements. Eric also provided great piece of advice on how to adapt to these new pedals and shoes. I am trully grateful for his excellent service. Thank you Eric, congratulations for your hard work and for making the difference through what you do.
Very knowledgeable and helpful team in Motor City branch. Despite the Giant overall low inventory in UAE sometimes, and the wait for shipments, the team makes it an awesome experience. I like to mention Aftab, a passionate cyclist always with great advise, is more than a salesman there, he becomes your partner in your journey to choose your bike, maintain it, and upgrade it, making himself available to you almost all the time!!!! Thank you Aftab for your amaizing help!!!
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