The Cycle Hub

By far our worst bike shop customer service experience (Motor City branch only). My friends and I went yesterday to check shoes, lights and bib shorts. There’s this 1 crew member who seemed not approachable nor wanting to help us. Apparently, we figured that the shop closed few minutes ago. First, we didn’t know the shop is already closed when we entered (since we were still able to get inside, no one told us too. We started checking around, two of my friends were checking a specific shoes while my other friend and I were checking the shorts and lights, suddenly, the guy from the cashier told us “if you are buying something buy it now cos we are closed” with his irritated/annoyed approach. Of course, we understood they’re closed that’s why didnt even bother trying to fit any jersey or bib shorts. We got really discouraged to buy, we felt so pressured and how he treated us was really unpleasant, we always go to Jumeirah branch (since my friend and i did sizing there I own Tarmac SL6, and just love their treatment) and never experience this. When all of us four went out, we just figured all of us had the same issue with that guy, he was really sarcastic. I hope this won’t happen to other customers. It’s the service why we always come back.

From the moment I stepped into Cycle Hub Motorcity, Gerard made me feel right at home and welcomed me as part of the TCH family. His exceptional service and expertise made the entire experience enjoyable. Since then, I’ve purchased a Tarmac SL8, had a professional bike fitting, and stocked up on a variety of top-notch accessories. Whether you’re looking for Specialized gear or S-Works products, this is definitely the go-to one-stop shop. Highly recommend it!

I came across this site following a Google search I called up and spoke to Saad Who was extremely knowledgeable and ease my stress levels as I hadn’t done this before and didn’t know who to trust here in Dubai I brought the Bike in for a tuneup and wash and the service I got from Saad was outstanding . An eX pro biker himself his advice was invaluable. He was extremely patient and professional and I highly recommend the service from him and this establishment.

I experienced very bad Service and Service Warranty of Paint Manufacturer Defect for my Tarmac SL7 SWORKS Frame.
I purchased a frame at Cycle Hub Motor City last 3rd Nov 2023 then brought all the parts to the shop on Nov 5. Jr. told me to come back on 7th Nov. 2023 before I’m going to Cycle Hub Motor City I tried to call him and he said the bike wasn’t finished yet and asked me to come back on Nov 8. He said it would be ready by 12 p.m. I arrived at 11 a.m., but he was not there; he had gone to Cycle Hub in Jumeirah for parts. He returned to the shop around 1 p.m. and finished working on the bike around 4 p.m. I was in a rush because I had a meeting in Dubai at 3:30 p.m. We tested the bike, and while everything seemed fine, I noticed later that the stem was a Specialized, not an SWORKS. My nephew noticed this at night and called Jr. while I was in Abu Dhabi. Despite my attempts to reach him, he said there were no stocks available. I got the stem from Mr. Oleksander last week of June or first week of July. when I visited the shop to show the Paint Manufacturer defect, because maybe they are thinking that I got accident but I’m not getting any accident to my SWORKS bike.
I couldn’t schedule a bike fitting for almost 6 or 7 months due to workload. Jr. eventually did the bike fitting is done but suddenly replaced the stem from 100mm Specialized to 110mm SWORKS, which altered the fit. I realized when I rode the bike my body is paining bco’z he fitted me in 100mm stem and then he replaced to 110mm stem.

I had my bike fitting done by sir JR of The Cycle Hub motor city branch last week. He is very professional and I learned a lot from him. Even got some useful tips to improve my ride experience. After some adjustments on my bike base on my anatomy and measurements, I was able to test the bike in a long ride next day in Al Qudra. I can say that base on that ride, I had significant improvements on quality and comfort of my ride. I recommend have a bike fitting for better and safer ride, specially with professional bike fitter like Mr. JR. of The Cycle Hub Motor city.👍

I really didn’t like the service I choose a bike and asked for test drive then I went on time I didn’t find anybody know about my booking then finally they gave me a bad quality bike not functioning well

Wasn’t good experience

I recently had a bike fitting with JR at The Cycle Hub in Motor City, and it was a game-changer for my cycling experience. JR made me feel comfortable and confident that I was in good hands taking the time to understand my previous injuries, limitations, and cycling goals (For reference I am a rather new cyclist in my forties) He measured my body and analyzed my position on the bike using Retul Fit, making adjustments to my saddle, handlebar, cleat alignment, and pedals. JR was very friendly and explained each adjustment clearly. The results were immediate; I felt more comfortable, less rocking and faster on the bike. I genuinely thought there was something wrong with my bike computer on my first ride afterwards because I was going faster while being more comfortable. JR also offered valuable advice on maintaining fitness and preventing injuries and general cycling tips that I asked about. His attention to detail and personalized approach really impressed me. He offered a follow-up session (included in the price, we did it last week) to ensure everything is working as it should after a few weeks and he did further minor changes that made me feel even more confident on the bike. Overall, I highly recommend JR and The Cycle Hub to anyone looking to improve their cycling position, comfort, and performance. The experience was well worth the investment; my best money spent on cycling so far! I'm grateful for the transformation it brought to my cycling.

I used to work in the customer service industry so I kind of know how it feels to be working late even when tired, to be professional even you are having the worst day and to be polite. There's always a better way to say things. Like when someone enters your shop (apparently closed but a customer was still able to enter) and say sorry because you can't attend to them again in a nice way to never ever leave a bad experience to the customer. 😀

Unfortunately, we had experienced the latter. One of the things I like about cycling groups and when visiting shops is the friendly vibe and community. We didn't really feel that here. Definitely not.

Sharing my initial experience of buying a specialized bike from Cycle Hub. I wanted a bike that had to be pre-ordered from overseas. I was put in contact with Malek who was very helpful and responsive. He provided all the options and answered all my questions. Transaction process was also very convenient, everything digital through whatsapp and online payment links. The bike surprisingly arrived on time, although I wasn't sure it would because it was a new release carbon ebike and I had disappointing results from others in the past. Malek also didn't over sell and didn't promise anything they couldn’t deliver, always trying to ensure customer expectations are met, which is what you look for when buying expensive products and want to keep long term relationship with your local shop. Malek also arranged an initial fitting with their resident specialist fitter “The Dr” on the day I picked up, which was also a great experience. The fitting was much more thorough than I expected for a pre-fit that lasted more than an hour with a few changes to the bike configuration and parts, to ensure the closest fit possible. I am planning their “Retul” precise fit service next! So you are in very safe hands buying a bike with these two gentlemen. Based on this initial experience, I will definitely be a return customer and would definitely recommend dealing with The Cycle Hub and these 2 good gentlemen to anyone. Thank you Malek and Dr. Will update this post further down the line to feedback on my long term experience.

Today I am very upset and frustrated because I have problems with one of the accessories I bought from The Cycle Hub. I got the knog OI bicycle bell and with all the bicycle tools I have at home I am unable to install this bell!!!! ???? I called the shop and talked to a lady. She immediately proposed that I can come with my bike and they will help me. That is nice but in my case I can not simply take my bicycle (it does not fit into my car. I have to remove the front wheel ... etc ....) and drop simply by at their store again just to install a bicycle bell!!!!! Yes, if I have a big issue I do that, but hey, I am talking about a bicycle bell which is one of the most easiest thing to do!!!! Not if you have a bell from knog! In my 20+ years of mountain bike cycling (in many part of the world) I never ever had issues with my bicycle tools (tool kit). It always did what it supposed to do. I explained all that to the lady and I asked if I can return the bell and get a refund. The lady then made sure I can and also told me in case I paid with credit card need to pay the service fees. I am still very frustrated. Now I also have to bear some additional cost (very little, but it all sums up... all the time I spent... driving from Silicon Oasis to Motor City ...etc ...etc...etc... and I do not have a bell after all this frustrating efforts). The solution would have been easy -> when I bought the bell, the sales person could have mentioned to me that the installing of the bell is "special". I still do not know how it is to be installed (ridiculous. A bicycle bell!). My rating here is done while I am still very, very, very frustrated. Also the lady hung up very quickly and I had the impression she is happy to end this conversation. Which I understand - haha - I was not a happy customer on the phone and simply frustrated and the solution to drop by at the shop with my bicycle and help me with the bell .... that made me more .... upset ... as if people can easily drop by with their bicycles ... (to be fair .. some maybe can ....but in my case .... no ... it is far away ... it is simply a (high priced but stylish) bicycle bell... Why do I need special tools to install???? The sales person yesterday was asking what bicycle I have ... but did not mention that it is tricky (or not????) to install the bell. Uff. Long story!
- >I watched the instructional video on YouTube! There is one very precisely described (!) and found out that the hex is included in the box! But... now next problem is that I would need a small Oi bell... large does not match my handle bar... Specialized Chisel 2017...
.> I stopped by again at The Cycle Hub. I again explained two times (2 different persons) what the problem is. At least I got the small sized bell. But my experience is still frustrating. It would have been nice if I would habe been offered - kind of compensation - i.e. a free coffee or tea (while waiting..).