Tolland Bicycle

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Tolland Bike Has A Problem



I don't usually write reviews but after stupidly ignoring the bad reviews for Tolland Bicycle 252 Merrow Rd Tolland, CT 06084, 860- 872-8248, I was so frustrated so here I am.



I brought my 8 yr old's bike in to have the rear derailleur replaced on Monday the 24th. They had the part in stock and I was told it would take 2 days and cost $35. The person I dealt with (small, bald male with glasses) was adamant that I not call them and that he would call me when it was ready.



So we waited............. No calls after 6 days so I went over to Tolland Bike to hopefully pick it up. After a few minutes, the lady helping me (pretty, short brown hair, French? accent) couldn't find the bike and brings me to the same guy who checked me in on Monday. He say's 3 words "not ready yet" and stares at me (they had actually not even started yet). I decided to just take the bike instead of waiting any longer.



Here's the real kicker! I took the bike to Pedal Power 520 Hartford Turnpike

Vernon, CT 06066, 860.347.3776, and they fixed it in approximately 30 minutes for $15 on a busy Saterday! I of course spent another $25 on accessories just to say thanks.



Here are my thoughts: Maybe the job was too small to warrant completion as they were very busy with more expensive repairs on other bikes. Totally understandable but a courtesy call would have went a long way in this situation.



Thought 2: I am also a retailer with 20 years experience. I know how hard it is to build and maintain a business. Why didn't they at least offer some kind of explanation? My 8 yr old was literally crying because she didn't have a bike to ride.



Thought 3: They didn't even try to sell me the derailleur so I could install it myself. I likely would not have bought it. But if they had given some kind of explanation and an offer to buy the part, I would likely have purchased it and installed it myself just to make my little girl happy.



Thought 4: No matter how much, or how little, Tolland Bike will make on a job should not dictate the order of the repairs. If you are busy, hire more help, become more efficient etc.



Thought 5: Don't make an 8 yr old wait in the dark about when their bike will be ready. Make a quick courtesy call. It would caused less frustration for all those involved.



The moral of the story is take internet reviews seriously. I would not have wasted a week waiting for Tolland Bike 252 Merrow Rd Tolland, CT 06084, 860- 872-8248, to do pretty much nothing if I had.



Also, if Tolland Bike happens to read this, you really need to up your game a little. If a competitor can do the same job in 30 minutes, why does it take you over a week to not even start the job?



Again, I must give a big thumbs up to the guys at Pedal Power who made me a hero in my little girls eyes!