Local Bike shop - use it or lose it!

8valve

As a previous employee of a bike shop (probably one of my favourite jobs in my 30 year career, to date), I have a couple of questions...


What percentage of your cycling spend goes to local bike shops, as opposed to online purchases?


Would you pay that little bit extra to maintain a quality bike shop in your locality or do you need to wring every last cent out of your hard earned cash, by exclusively buying online?


Do you value face-to-face customer service, or is value for money your main driver?


If you weren't confident in carrying out repairs/maintenance, and had to leave your bike with a professional to carry out the work, how would you do this if they all eventually disappear, due to not being able to compete with online retailers?


I have no hidden agenda or vested interest in asking these questions; I'm not opening a bike shop and I no longer work in the industry. Bike shops of various scales around the country shutting down was a common occurrence during my time there...the majority of them citing not being able to compete with online companies was a regularly stated.


Discuss...

magicbastarder

i've only ever made a single bike related purchase online, but then again, that was probably the tenth purchase i've ever made online for a physical good.
i'm a bit of a luddite, especially for someone whose job is an IT one.

gman2k

Well I'm gutted about my LBS closing last week, and unsure of where I'll go next for such good service.
However, I didn't buy much from him, just the occasional tube, lube etc.
I did avail of his services on a lot of my build projects.
However, since I mostly buy second hand parts, or auctions on eBay, I would not be the typical customer.

dahat

My bike is serviced twice yearly by lbs with most bits done by same as I'm generally useless to fix it.

If spending decent money I'll try use same lbs to have quicker dealings in case I meet issues. I've bought 2 bikes, 2 sets of wheels & a power meter there over the years. As I'm racing having a good relationship with my LBS is essential really so I try to sle d what I can there.

G1032

8valve wrote: »

What percentage of your cycling spend goes to local bike shops, as opposed to online purchases?

Don't know. Most spend goes online but I do buy local also. Always more expensive buying local. Always.

8valve wrote: »

Would you pay that little bit extra to maintain a quality bike shop in your locality or do you need to wring every last cent out of your hard earned cash, by exclusively buying online?

Some incredible mark up on a lot of stuff locally to be fair. It's not about wringing every last cent. Some stuff is just much too expensive locally when compared to online.

8valve wrote: »

Do you value face-to-face customer service, or is value for money your main driver?

Face to face probably has its value at times but often I'd know more about what I want than those in the bike shop.

8valve wrote: »

If you weren't confident in carrying out repairs/maintenance, and had to leave your bike with a professional to carry out the work, how would you do this if they all eventually disappear, due to not being able to compete with online retailers?

Try and do most repairs myself. Have mechanic in the club who can do repairs I can't. There's also a place for the local also but just last week I collected a bike from a shop I left it into, only to notice after I got home that the top tube had been badly scratched when in the shop. Not good enough. Don't do themselves any favours.

There is a shop in my local area who won't service certain bike brands

There was a shop in my area until recently who charged me €40 to cut a steerer. Is it any wonder they're no longer in business?

A few years ago (4 I'd say) I was quoted €65 for a Tiagra cassette. The same cassette could be bought online and delivered for €17 at the time.

I have more examples of similar but you get the picture....

magicbastarder

My lbs charged 15 quid to cut my steerer. Same price to swap a bb; I supplied the part (albeit from a full groupset I'd previously bought in the same shop).

KevRossi

I buy local almost all the time. Two exceptions: I wanted this jersey and this one and couldn't find anyone selling them in Ireland.

Also looking for a handlebars like this a couple of years ago, was €79 in Cycle Superstore in Tallaght, not including grips, had the exact same one (BBB) sent from Germany with two grips for €41 all in. Sorry, but that's too much mark up on one product.

From doing a lot of touring on the continent the past few years, Decathlon are going to do some serious damage to a lot of bike shops in Dublin and surrounding areas.

magicbastarder

I wonder if the likes of Halfords might see the biggest percentage hit on bike sales, albeit with the caveat that they'll be much more easily able to take the hit than an lbs.

rolling boh

If a cyclist becomes really interested in how the bike works I suppose they teach themselves how to do a lot of the basic stuff .If a part needs to be replaced they buy online much cheaper and do it themselves .I would say bike shops need people who can do nothing so they can stay in buiness doing even fairly basic stuff.I do not think they much huge money on selling the new bike its the service and repairs that keep the place open.I myself buy everything from the shop as i do beleive they should be supported I see it the same as keeping in with my car mechanic .

Yourmama

99% of my purchases are online. The price difference is so substantial, I simply can't justify going to lbs unless I need something immediately. I do all repairs myself.

54and56

Yourmama wrote: »

99% of my purchases are online. The price difference is so substantial, I simply can't justify going to lbs unless I need something immediately.

Pretty similar. Lights, bibs, jackets, overshoes etc all online. LBS can't compete with the selection, economies of scale, price and convenience of online.

Where LBS gets my business is for bikes and servicing including parts. I want advice I can trust when investing in a bike and the comfort of knowing if I've any issues my LBS is an authorised XXX dealer who will stand over warranty etc.

Online can't compete with trusted personal relationships and it can't handle servicing and repairs etc.

Good example. Bought a bike for a family member from LBS in June despite it being almost €100 more than the best priced online offering. All good, 1st service FOC etc. Family member had a minor accident on the bike Friday afternoon. When they got home i could see the front derailer was knocked around and the front mudguard was broken. Brought the bike to the LBS thinking I'd drop it in and they'd have it sorted in a few days. 20 minutes later in leaving with a new mudguard fitted as the derailer fixed up and realigned. €15 all in.

Online will never be able to replace that.

Tenzor07

Local bike shop always, for repairs and service, Online retailers just can't match...

Build up a relationship with your LBS, and build respect with your bike mechanic and you'll get great service in return...

Ok, so you can faff around with servicing your own bike but for bikes with hydraulic disc brakes, air/oil suspension shocks, wheel truing on wheelsets costing over €1k, Di2 or Wireless drivetrains etc. it's best not to try learn how to fix it by watching Youtube videos... And who wants to get caught out in the middle of nowhere with a mechanical issue caused because a part you fitted wasn't torqued up correctly?


I'm sure a lot of the walk in repairs bike shops receive is "oh it was fine yesterday and I don't know why it doesn't work now"...i.e. I tried to fix it myself and...

And the bike brands I purchase aren't available online, only through authorised dealers...

I can't be assed with returning the likes of say a new tubeless MTB tyre that's faulty, to have to take it off the rim, package it up, send it back, argue over email with online customer service, wait for a replacement, remount the tyre etc.. When I can just go back to my LBS, hey..this is faulty, fit another new one on now please...

magicbastarder

Tenzor07 wrote: »

I'm sure a lot of the walk in repairs bike shops receive is "oh it was fine yesterday and I don't know why it doesn't work now"...i.e. I tried to fix it myself and...

i'd say the LBSes have to deal with an awful lot of guff. most obvious example i can remember overhearing in my LBS was a customer bringing his son's bike in to have the rear derailleur (or possibly hanger) replaced for the second time, because his son kept dropping the bike on its side through sheer laziness. when he heard how much it was going to be to repair, he asked about a trade in for a new one, and his nose was very quickly out of joint when the LBS owner named a price.

the shop owner had to explain a) the bike was five years old, b) he knew exactly how well it had been treated because it had been in his shop multiple times for repair - and the owner's father had just been lamenting how badly his son had been treating it, and c) it needed about €120 in parts alone replaced before it could be sold on. despite all this, the chap who had brought it in left in a huff.

fat bloke

Local bike shops should play to their strengths and provide top quality, efficient, prompt and reliable, communication, servicing and repair.

I say they should do that...It is far from a given. I can absolutely excuse shops for not being able to match cut price online retailer bargains and I have no problem paying for good service. Apart from anything else, surely that's where the money is if the margin is so tight on components.

Cetyl Palmitate

Most items purchased online. I can't justify the price difference between parts bought online Vs lbs. I do most of the jobs myself so mainly getting parts.

My most recent experience of lbs was a wheel build. 8 weeks and numerous phone calls to the shop later ( with unfulfilled promises to call back with ETA) led to me ordering the same wheel at a marginally higher price from a wheel builder in England.
If I need another I'll be going back to guy in England.
I was happy to initially go local initially but service was hopeless.

monkeysnapper

I've always tried to shop local where I can ... so I was a bit miffed a couple of months ago ....

Firstly I live 30 mins from my local cycle shop and the owner knows this.... I have bought 2 bikes in last 3 years from him , one was €1300 racer and other a €800 toura...

Plus sank another 200/ 300 in parts ( bibshorts / jackets servicing) over same period ... so I rang him a few months ago on a monday because my tyre blew out damaging tyre and as I work mon to fri and I couldn't make it in in time during week ,I firstly asked if I drove after work could he wait , I'd have been 10 mins max after his closing which he said no ...NOW I didnt mind this but i then said would it be possible to send them out in post and I'd buy 2 tyres to which he said no again , he doesnt do that ....
I went onto chain reaction and I got them wednesday ...probably cheaper aswell ....

If he hadn't just said a straight no I would have offered to pay postage or got fastways onto it and paid by card over phone for tyres...

It really pissed me off ......

But then again I continue to shop there and in fairness I fell off bike one day and he straightened wheel which I was sure was goosed and he charged me something like 15 euro which I was delighted.

ED E

Without naming names bar one, my locals:

CS - seems a total rip every time I'm in.
X. Run by an absolute arsebag, not sure how he's still in business
Y. Run by wife of owner most days, clueless. Should just let the young lad take over
Z. Popular but has sold clubmates trash before because it's their main brand, not impressed.
Oh and A. Maybe ok, seems a bit steep but I've only been in twice.

I ride 6 days a week most weeks so if I couldn't sort my own problems it'd rack up.

Macy0161

I use mine regularly over a few of mine and the families bikes. It changed hands this time last year, but service is even better than it was with the new owners (I think I was first in the door!). Any bikes from new have come from there, n+1 is being massively swayed by the brands they're dealers for - have a hankering for steel or ti, and they just don't deal in any! Any second hand bikes go straight in for a service with them.

I could do more myself, but I choose to get even minor jobs done with them, a large element is supporting them (but obviously I could be arsing around watching youtube, when I can drop in the morning and collect in the evening from them). I could probably source parts cheaper, but that's my contribution on top of the regular labour I support.

However, they can't compete on clothes (don't particularly like the brands they stock anyway) and things like tyres. Had wheels rebuilt where it would be marginal whether buying new online would be cheaper. If it was something of bike rebuild I'd talk to them first as to what to do regarding components. Dynamo hub is on the list - I'll be asking will they build me a wheel, and should I source the hub myself, before deciding my options.

Peter T

1. I'd say its almost 60/40. I buy service parts that I can do myself online, or if I'm looking for something specific .
2. Dont mind paying a bit extra. They provide a great service
3. I take face to face customer service every time.
4. I'd just have to take on doing the repairs myself.


My lbs does great work for cycling in my locality. Sponsors prizes for races and is genuinely enthusiastic about getting people out on bikes. Doesn't matter what it is, once you're out spinning the legs they'll support it. That's why I try my best to buy what i can from there and support them. I do my best with servicing the bike but drop it in for them to go through it in case I miss anything. You pay a bit extra but personally you make it back when you get in trouble or if a part fails.

Cant say the same about my old lbs. Id say the motto was sell high and forget the customer once they've gone out the door.

whippet

I'd be lost without my local bike shop - Quay Cycles in drogheda. I live about 5 miles out of the town but most spins I take I end up passing by and the handiness off being able to pop in with the bike and have anything looked at or pick up tools, spares etc on the fly is priceless

magicbastarder

Weepsie wrote: »

I have 3 lbs within 10 mins of me, though only 1 i consider my lbs.

the one nearest me - and you - i think i've only been in twice. the owner tried to sell me a bike which he clearly wanted rid of, but didn't mention that it was obviously 10 speed ultegra on it, so essentially new old stock.

joey100

Have recently started regularly using a local bike shop (cycling and angling balbriggan). Great lads and will do their best to match any online prices. Help the local cycling club too, a big plus. Don't really sell clothing, seem to stick more to parts and bikes. I'd say as well that they don't have as fancy a premises as some of the other shops, and are a lot smaller scale, but have been around for years though and have a lot of regular customers.

Have used a lot of different shops before this one, different experiences, most are decent, but the current one is few levels above, both in terms of their work and service.

positron

A business can not sustain on benevolence or foresightedness of buyers. It doesn't work like that. Just look around to see how many traditional shops, butchers etc are gone now and replaced by the likes of Tesco etc. Same with electronics shops.

LBSs have a great USP - they can service bikes, offer advice, be the base for club activities etc. Online retailers can't do any of this. IMHO, LBS should not compete with online retailers, it's pointless. Perhaps they should join the online platforms and offer their services thru them. As the saying goes, if you can't beat them...

m5ex9oqjawdg2i

Most of my purchases are from LBS, 3 bikes, lots of bike clothing, helmet, water bottles, carrier, carrier bags, backpacks etc etc. I get a lot of bike tools and replacements online. Also just bought a turbo trainer online as it's much more convenient to shop while I am at work

mamax

I do my own work so mostly buy online, myself, wife and 4 kids = about 15 bikes so I have to.
On another note my nephew got a puncture recently and his dad was out of town and the LBS charged him €15 to fix it, not even a new tube ffs now I dunno what you guys pay but I thought that was a bit rich, it was a QR front wheel as well

Tenzor07

Erika Limited Neurology wrote: »

Also just bought a turbo trainer online as it's much more convenient to shop while I am at work

TT was a big enough purchase for me, so spoke with my LBS when I called in one Saturday, asked to get the new KickR, I can't call over during the week so I called over the next Saturday and they had it in stock, they stuck on a new cassette, checked it over and made sure everything worked out of the box, I popped it into the car and was using it that evening...

I didn't want an 19KG box arriving at the office or reception wouldn't be too pleased, plus having to haul it out to the car park.... plus the online price was no saving as it was a brand new item.

crosswords

Generally I find the local bike shops poor in terms of their ability to service stuff properly.

The amount of times I have had to go back with badly serviced stuff...….

I now do 90% of the work myself.

If you can find a good shop, then by all means support it, but its hard to get a good one.

Unless a shop will do trade ins, it makes more financial sense to buy online.

54and56

mamax wrote: »

I do my own work so mostly buy online, myself, wife and 4 kids = about 15 bikes so I have to.
On another note my nephew got a puncture recently and his dad was out of town and the LBS charged him €15 to fix it, not even a new tube ffs now I dunno what you guys pay but I thought that was a bit rich, it was a QR front wheel as well

How long did it take to removed the tube, locate the puncture, prepare the area for repair, apply the patch/make good, then reinstall the tube to the rim and blow it up?

Fifteen minutes total? That would equate to a labour charge of €60 an hour out of which the ship had to cover costs and make a profit. Not too bad IMHO for an on demand instant service.

How much would you charge in the same circumstances?

c.p.w.g.w

mamax wrote: »

I do my own work so mostly buy online, myself, wife and 4 kids = about 15 bikes so I have to.
On another note my nephew got a puncture recently and his dad was out of town and the LBS charged him €15 to fix it, not even a new tube ffs now I dunno what you guys pay but I thought that was a bit rich, it was a QR front wheel as well

Many moons ago, I had a puncture about 60km from home. Brought the wrong saddle bag(smaller tubes) found a bike shop in the town nearby and I bought the tube and they installed it all for 7€

mloc123

54and56 wrote: »

How long did it take to removed the tube, locate the puncture, prepare the area for repair, apply the patch/make good, then reinstall the tube to the rim and blow it up?

If I can swap out a tube (not patch), on the side of the road with cold hands and be on the bike again in 3 minutes... I'd expect it to be much quicker in a shop, done by a mechanic.

riemann

Went to my local bike shop to get gears fixed, agreed on a service for 50. Gears were still slipping afterwards so I went back and his solution was to adjust the plastic screw at the handlebars.

Gears are still slipping.

Going to have to go to the expensive place beside work to get the job done properly.

I wouldnt mind but I referred a few mates to this guy as well, very frustrating all round.

c.p.w.g.w

riemann wrote: »

Went to my local bike shop to get gears fixed, agreed on a service for 50. Gears were still slipping afterwards so I went back and his solution was to adjust the plastic screw at the handlebars.

Gears are still slipping.

Going to have to go to the expensive place beside work to get the job done properly.

I wouldnt mind but I referred a few mates to this guy as well, very frustrating all round.

How old is the bike? Could be indexing or might need a new chain & cassette

Oberkon

I like to support the local bike shops and I’m lucky as there are a few near me , I’ll buy tubes, gels cages things like that , however there are a couple spring to mind further afield in Dublin who really are riding people .
One huge one in particular has a really arrogant attitude from a couple of their staff (not all) and have pissed me off before .
You know the type , you buy or spend a big chunk of money and ask for a change of stem etc - I came into buy a bike one day and found a fault with it , minor one pointed it out and he wouldn’t fix it . I told him I wouldn’t do business so , guy didn’t care , you’d wonder what the owner would think if he saw such poor customer service

On the flip side the one nearest me is the opposite and helps me out a lot . Good attitude too

Prefer to buy locally when I can but in reality most is online . The shops get the repairs and the consumables

A good LBS is worth its weight in gold

riemann

c.p.w.g.w wrote: »

How old is the bike? Could be indexing or might need a new chain & cassette

A year old.

I've no idea but will ask the next lad. I don't mind paying again, as much as the time lost and bike still out of action.

Should have went with the lads beside work from the get go.

c.p.w.g.w

riemann wrote: »

A year old.

I've no idea but will ask the next lad. I don't mind paying again, as much as the time lost and bike still out of action.

Should have went with the lads beside work from the get go.

What kinda of milage have you done on it?

riemann

c.p.w.g.w wrote: »

What kinda of milage have you done on it?

I have literally no idea. Around the city commute so nothing major

c.p.w.g.w

riemann wrote: »

I have literally no idea. Around the city commute so nothing major

It's likely an idexing issue. Here's a video I used to help myself https://youtu.be/Bbk5RcH0bbQ

07Lapierre

I use two bike shops. I tend to buy clothes and bikes in LBS. I have 3 bikes and they were all bought from local shops. Online purchases tend to be consumables such as tyres, brake pads, cables etc.

When it comes to bike repairs I tend to buy the parts I need and also any tools I need and I do the repair at home.
I prefer to buy the required tool for the job as opposed to pay for labour.

Macy0161

c.p.w.g.w wrote: »

It's likely an idexing issue. Here's a video I used to help myself https://youtu.be/Bbk5RcH0bbQ

I'd maybe give the mechanic a pass the first time on the indexing, but I'd expect drivetrain wear (hanger too?) to be checked if I went back with them still slipping.

AndrewJRenko

I've had great service from Joe Daly's in Dundrum in recent years. I don't really have the time or patience or skill or tools to do much myself, beyond maybe changing a tube. I had problems with their servicing some years back, maybe eight years or so. The guy running the show at that stage was a bit too smart, and had me waiting more than a week for brake pads. It has much improved, and the late opening on Thursday evening is a big help too. I'll definitely be going back there for my next BTW purchase.

I've got some odds and ends online, more when I was looking for a particular colour item. My Altura jacket was a bit cheaper online too.

riemann

c.p.w.g.w wrote: »

It's likely an idexing issue. Here's a video I used to help myself https://youtu.be/Bbk5RcH0bbQ

Thanks, went messing at it before and made it worse. Will leave to the pros

Tell me how

This is an interesting, and frustrating topic.

I am a big believer in shopping local where possible (If locals don't support a region, why should anyone else) and both myself and brother and a couple of mates went to extreme efforts to build a rapport with our LBS. The main guy there did not make it easy. He was excellent for fault analysis, repair, guidance on bikes etc but was not a people person and 90% of the time you got the idea that he just wanted you to walk out of the shop or to think twice about using him the next time.
He was always very defensive about price even though he was never questioned about it, certainly not by us.

Brother in particular would have wanted to use them a lot as has 5 bikes between himself and his wife (3 bought there) and would be willing to pay more for consumables if the customer service on repair and build was acceptable.

Unfortunately, and unsurprisingly, the shop closed. We always felt that if they had a decent customer facing person they could have been really successful but alas, it wasn't there and it was plain to see for a finish that the only people left using them were casual cyclists or bike to work purchases and they had to shut the doors.

We switched to using another guy about 15k away and after both of us had been in once or twice, I rang the brother and had the 'What the f*ck is up with guys working in bike shops' conversation as initial impressions were not good. I left the country soon after but brother still uses this guy and he now has a good relationship with him, I think.

To be fair to them, some customers do take the proverbial. The lad in the first place told me a story once of a customer who sought advice on selecting a bike at the shop, then bought it online, then brought it in to them to set up and tune. And put pressure on them to do so as it was for a birthday present. That has to be very frustrating.

visited a fella once with my old tank of a thing, just wanted it serviced and the steering post needed looking at.

told me he couldnt do anything for me short of spending a couple hundred on the old beauty, she deserved it.

twas like letting diarmuid gavin in and giving him the bank details.

i appreciated his passion and enthusiasm but we didn't come to an arrangement!

Paddigol

I'm the opposite of poster above, as a complete mechanophope I'm happy to pay for labour. Would take a lot for me to blink at cost - I've an attitude of "if it's that easy then do it yourself". Changing tube, even, I've lost count of number of tubes I've butchered doing it myself. The fact that it might take me 15 mins but a half decent mechanic 3 mins is irrelevant to me - I'm saving my time and my sanity so happy to pay.

Sometimes the savings online are just too good to ignore, especially (unfortunately) with bikes. That said I'm very conscious of the need to give custom.

Anyway, I was only thinking the other day - what makes LBS the most money; what do they have biggest mark-up on? Bikes? Clothing? Parts? Accessories? Or put another way - how would they like to see me spend €50/ €100 in their shop? What gives them biggest bang for my buck?

Cee-Jay-Cee

I have to confess that I buy very little from local bike shops (there are 2 very good shops in close proximity to me) and buy the vast majority online simply because the savings are huge. On the few occasions when I did buy from them, the prices could only be described as extortionate! The last example was when I broke a chain a few months back, I figured that being able to buy the chain that day rather than waiting 3 or 4 was worth the few quid extra. I bought a SRAM PC1110 11 speed chain which was €11 on CRC but was €26 in the shop. Now I understand that CRC buy in huge bulk and smaller shops have overheads etc to pay but the near 2.5x price difference is hard to ignore and i'm not paid enough to make those kind of financial sacrifices on a regular basis. I do however use them for servicing especially my winter bike which seems to have a mind of its own when it comes to gears/cables and also because I wont touch the hydraulic brakes myself and would rather pay to have it serviced every so often.

Tenzor07

Paddigol wrote: »

Anyway, I was only thinking the other day - what makes LBS the most money; what do they have biggest mark-up on? Bikes? Clothing? Parts? Accessories? Or put another way - how would they like to see me spend €50/ €100 in their shop? What gives them biggest bang for my buck?

Like anything in retail, bricks and mortar shops can't compete with pack 'em high warehouse online retailers, so any money is made on repairs I would say..

mamax

54and56 wrote: »

How long did it take to removed the tube, locate the puncture, prepare the area for repair, apply the patch/make good, then reinstall the tube to the rim and blow it up?

Fifteen minutes total? That would equate to a labour charge of €60 an hour out of which the ship had to cover costs and make a profit. Not too bad IMHO for an on demand instant service.

How much would you charge in the same circumstances?

Strangely enough the lad had a spare tube in the saddlebag and it would/should only have taken the shop a few mins to sort it and charge the young lad a fiver, if local bike shops want repeat customers they need to treat them properly not try to screw them, (the guy in the shop in question here sits on his arse all day long anyway) imho he should have had a bit more cop on

c.p.w.g.w

riemann wrote: »

Thanks, went messing at it before and made it worse. Will leave to the pros

It takes patience, litterally tiny changes at a time

smacl

Most of my day to day stuff, cassettes, cables, tyres, tubes and the like, is bought online more for convenience that cost. I don't drive so going to a local bike shop is a hassle, which would also involve a bus or long walk home if I was putting the bike in for a service. I also quite enjoy the mechanical aspect and reckon I'd be better able than many when it comes to sorting a roadside mechanical as I'm very familiar with the workings of my bikes.

For actual bikes, I've used a local bike shop for three out of the five bikes currently in the house, with one bought second hand and another online.

riemann

c.p.w.g.w wrote: »

It takes patience, litterally tiny changes at a time

Yeah and I feel a proper mount would be handy too. I have neither.

Wishbone Ash

I give a good bit of business to a LBS although it's not my LBS.

My nearest one has been given several chances but has always disappointed me. Owner seems totally disinterested - always yawning. Never returns phone calls etc.

I order some stuff online but it is not for price but because I can't get the brands I want in my regular shop. Most only stock one brand of chain, bar tape, overshoes etc.
....and their clothes stock is very limited and bland.