My initial experience with the shop on Main Street in St. Charles was great. VERY friendly. I purchased a Trek at the St. Peters location (as it was closer to my house) and also had a pleasant experience.
A few months after my purchase, I took my bike in for an adjustment on a Monday. I was told that I could pick it up on the following Tuesday. I was not told that they would call or that I would not be ready until LATE Tuesday. After being without my bike for over a week, I was excited to ride again. I took Tuesday morning off work, put my favorite bike clothes on and waited for the store to open at 10. When i entered the store, a clerk looked unhappy to see me. He was not someone I had seen in my past visits. He asked if he could help me. I told him I was there to pick up my bike. He did not respond. I walked around looking for a new bike computer and a few other accessories. A few minutes later I approached him at another counter. He asked my name. He looked up my bike and, without even looking at me, said your bike will be ready this afternoon. I said that my bike had been there over a week and I was told I could pick it up on Tuesday. His response was ""well we have a lot of bikes to fix"". I plead my case a bit, but he never looked up or said he was sorry for the confusion.
While I should have called and not assumed my bike would be ready Tuesday morning, I expected some level of care from the employee. I spent almost a thousand dollars there and planned to spend more. While I have to take the bike there for adjustments, I will never purchase accessories or take it for repairs that require me to pay. As I left another employee said ""thank you for your patience"" just to rub it in a bit.
While past experiences were good, this one was so lacking in basic customer care, that I will probably never make another purchase at this store.