Then here's my encounter with the Robb:
So I went in on Wednesday to chat with Robb Rasmussen, the owner of Sioux River Bicycles and Fitness about his customer service. In case you missed it, here's the incident that finally got me in there to give Robb a talking to.
http://www.facebook.com/home.php?tab=2#/note.php?note_id=204953390712&ref=nf
I approached Robb and said that a friend of mine (Kevin Bjerke) was in recently with a broken spoke and Robb refused service simply because of the brand of bike this rider had. Also I mentioned that Robb has repeatedly refused service to people based on the the brand of bike or where they purchased said bike, and he was losing customers out of it.
He was told by Kevin that this would get out and he would lose customers, and I told Robb it did, and he has. Robb claimed that was fine and he doesn't want people who treat him with disrespect in his shop anyway. I told him the only reason he is not respected is because he treats people like crap, word gets out, and his reputation proceeds him. Plus of course it was not fine that he is losing customers.
Robb said that bikes purchased from Bikes Direct (Motobecane) and WalMart were of such a bad quality that he refused to work on them. He even showed me a sheet of rules for repairing such bikes, and it was obviously directed to people with bikes that Robb deemed sub par.
He made a quick comment generalizing people into this category of riders that he does not like, claiming they don't respect him. I quickly stopped him and told him not to generalize people like that. Then mentioned how I was in a couple months ago looking at prices for tires that I planned on purchasing. Royce did a great job of helping me out, finding exactly what I was looking for. Then as I was walking towards the exit Robb stopped me. I told him on Wed that I hoped not to talk to him that day, because frankly I don't like talking to him. I told him he stopped me and I explained that I was just checking out a price. He then proceeded to say something like it was typical of a triathlete like me to get a price then go elsewhere and for a cheaper price. He seemed shocked that he said this :p I told him that was rude and uncalled for, and the reason why I did not purchase the tires from him.
By this time you should have seen the faces on the employees there, it was pretty great. They all looked pretty shocked and amazed that I was actually speaking up to Robb like this. If you've ever talked to Robb, you know or suspect he can be a rather loud man. So you can imagine how loud the conversation got at times with me having to cut in and get a word spoken.
Robb then told me how Bikes Direct bashes bike shops. He seemed to think putting down the competition was a bad thing. Then I reminded him how he outright puts down other shops such as Scheels. I've heard the negative things he said about their products. I told him Scheels sells the exact same brand of bikes as he sells. He countered with their employees not being as well trained. I said the bike area in Scheels is simply a bike shop in a larger store, I know people that work there and it's just as much of a shop as his. Plus I mentioned how the initial bike mechanic that Kevin went to didn't know how to fix a broken spoke.
He said he treats his customers well. I quickly cut in telling him I personally know people that have bought bikes from him whom he has been rude to. Also Kevin has been in the shop more then once to purchase items previous to the broken spoke, but he'll never purchase an item from Robb again. I as well have purchased from him, and he's on multiple occasions been rude to me.
Robb suggested that I probably wished someone would open up a shop in town and run him out of business. I outright said yeah, that would be great if someone showed up in town and shut you down. He doubted that could ever happen. I said I think it could, and even if it didn't close down the shop, it would at least force Robb to shape up.
What actually shocked me was that Robb thanked me for coming and talking to him like this. I told him he's probably heard all this before and he said that no, this is the first time someone has actually told him this, in such a strong and outright fashion. I told him I was surprised, but he said he was an intimidating person. I told him this time he went too far with Kevin and it was about time someone brought it to his attention. He did shake my hand and thanked me for the talk, which was actually really civil of him.
I ran into an employee last night and she thought I hurt Robb's feelings :( I didn't know he had feelings. She also mentioned, that as Robb told me, he's not going to change. A mutual friend of mine and this employee has his bike there for maintenance, was passing by and stopped in to see if it was completed. They told him it was not done yet. I guess Mark then made a comment to Robb about hating customers like that. Yup, same old Sioux River Bicycles and Fitness.
So I went in on Wednesday to chat with Robb Rasmussen, the owner of Sioux River Bicycles and Fitness about his customer service. In case you missed it, here's the incident that finally got me in there to give Robb a talking to.
http://www.facebook.com/ho
I approached Robb and said that a friend of mine (Kevin Bjerke) was in recently with a broken spoke and Robb refused service simply because of the brand of bike this rider had. Also I mentioned that Robb has repeatedly refused service to people based on the the brand of bike or where they purchased said bike, and he was losing customers out of it.
He was told by Kevin that this would get out and he would lose customers, and I told Robb it did, and he has. Robb claimed that was fine and he doesn't want people who treat him with disrespect in his shop anyway. I told him the only reason he is not respected is because he treats people like crap, word gets out, and his reputation proceeds him. Plus of course it was not fine that he is losing customers.
Robb said that bikes purchased from Bikes Direct (Motobecane) and WalMart were of such a bad quality that he refused to work on them. He even showed me a sheet of rules for repairing such bikes, and it was obviously directed to people with bikes that Robb deemed sub par.
He made a quick comment generalizing people into this category of riders that he does not like, claiming they don't respect him. I quickly stopped him and told him not to generalize people like that. Then mentioned how I was in a couple months ago looking at prices for tires that I planned on purchasing. Royce did a great job of helping me out, finding exactly what I was looking for. Then as I was walking towards the exit Robb stopped me. I told him on Wed that I hoped not to talk to him that day, because frankly I don't like talking to him. I told him he stopped me and I explained that I was just checking out a price. He then proceeded to say something like it was typical of a triathlete like me to get a price then go elsewhere and for a cheaper price. He seemed shocked that he said this :p I told him that was rude and uncalled for, and the reason why I did not purchase the tires from him.
By this time you should have seen the faces on the employees there, it was pretty great. They all looked pretty shocked and amazed that I was actually speaking up to Robb like this. If you've ever talked to Robb, you know or suspect he can be a rather loud man. So you can imagine how loud the conversation got at times with me having to cut in and get a word spoken.
Robb then told me how Bikes Direct bashes bike shops. He seemed to think putting down the competition was a bad thing. Then I reminded him how he outright puts down other shops such as Scheels. I've heard the negative things he said about their products. I told him Scheels sells the exact same brand of bikes as he sells. He countered with their employees not being as well trained. I said the bike area in Scheels is simply a bike shop in a larger store, I know people that work there and it's just as much of a shop as his. Plus I mentioned how the initial bike mechanic that Kevin went to didn't know how to fix a broken spoke.
He said he treats his customers well. I quickly cut in telling him I personally know people that have bought bikes from him whom he has been rude to. Also Kevin has been in the shop more then once to purchase items previous to the broken spoke, but he'll never purchase an item from Robb again. I as well have purchased from him, and he's on multiple occasions been rude to me.
Robb suggested that I probably wished someone would open up a shop in town and run him out of business. I outright said yeah, that would be great if someone showed up in town and shut you down. He doubted that could ever happen. I said I think it could, and even if it didn't close down the shop, it would at least force Robb to shape up.
What actually shocked me was that Robb thanked me for coming and talking to him like this. I told him he's probably heard all this before and he said that no, this is the first time someone has actually told him this, in such a strong and outright fashion. I told him I was surprised, but he said he was an intimidating person. I told him this time he went too far with Kevin and it was about time someone brought it to his attention. He did shake my hand and thanked me for the talk, which was actually really civil of him.
I ran into an employee last night and she thought I hurt Robb's feelings :( I didn't know he had feelings. She also mentioned, that as Robb told me, he's not going to change. A mutual friend of mine and this employee has his bike there for maintenance, was passing by and stopped in to see if it was completed. They told him it was not done yet. I guess Mark then made a comment to Robb about hating customers like that. Yup, same old Sioux River Bicycles and Fitness.
And the comments from facebook:
One more thing. Robb told me to talk to a fellow I know who recently purchased a road bike from him about his customer service. I just did, and he said he agreed with me - Robb's an ass. Haha
I won't even set foot in there since being laid off. I have better jobs with much nicer supervisors (better pay, too). I'm glad you told him off. :) I've seen him yell at customers. He treated me like shit, and he chewed me out in front of customers. I know it didn't impress them. When you have to leave work crying, it's not worth your time and effort.
No doubt that the guy is a douche bag.
seriously i can't stand that guy - if any body needs a bike part and can't make it to sf - i tend to go through that town quite often and i wiould be more than willing to pick something up. i know some really good guys in sf that have worked wonders on my bike and been nice through it all. i am surprised that he thanked you - but i wonder if it was so you would still do business with him?? i hope so bad someone starts up a business in town to run him out
HAH. This is great Kyle. Growing up in Brookings I quickly learned about Sioux River. (go scheels!)
Yeah I went there when I was looking to buy a nice new road bike and he was an ass to me as well. It seemed to me like he thought he was better than everyone else. So I took my money to sioux falls and bought a nice bike there.
A friend who has unfortunately known Robb for years emailed me this:
Way to go Kyle! Some of us know Rob from years gone by and have just given up on him. I wish there was e mail 15 years ago (maybe a bit longer) LOL I would have copy of it. The communication below is verbatim the only thing changed are the customers and the date. You would be amused to have been apprised of the conversation back then. It really brings back unpleasant memories.
wow! when I wrote my story I had now idea how deep these roots have grown over the last 30 years...how is this guy still in business??? I don't know how it works, but my sister suggested I submit a complaint to the BBB... http://www.bbb.org/ It sounds like there are many who should do the same!
aagghhh...this is just getting me pissed off. I don't even really consider myself a triathlete yet and I spend so much money on the sport. it's darn expensive! from the sounds of it his prices are pretty high, how can he complain about shopping for the best price??? there is so much about this man that pisses me off...
i hear ya kevin!!
Katie and I discussed this and we are going to run the new Brookings Bike shop... There's one little problem-- we don't know anybody who knows how to fix bikes... Any references?
And I've gotten facebook messages from people who would rather not publicly state very similar feelings about a local business.
A friend who has unfortunately known Robb for years emailed me this:
Way to go Kyle! Some of us know Rob from years gone by and have just given up on him. I wish there was e mail 15 years ago (maybe a bit longer) LOL I would have copy of it. The communication below is verbatim the only thing changed are the customers and the date. You would be amused to have been apprised of the conversation back then. It really brings back unpleasant memories.
I grew up in Brookings. Between the ages of 12 - 18 I bought four bikes from that pathetic shop. I have NEVER been treated well. I look forward to walking in there one more time.... looking around.... NOT buying anything..... again.... Then expressing my disgust for his business. I will thoroughly enjoy recognizing the fact to him that this one... Read More incident over a 25 cent bike part resulted in the loss of literally hundreds of customers! :) I only wish his soul wasn't so demon infested so that he might actually lose sleep over it.
haha tom - i totally agree!
aagghhh...this is just getting me pissed off. I don't even really consider myself a triathlete yet and I spend so much money on the sport. it's darn expensive! from the sounds of it his prices are pretty high, how can he complain about shopping for the best price??? there is so much about this man that pisses me off...
i hear ya kevin!!
Katie and I discussed this and we are going to run the new Brookings Bike shop... There's one little problem-- we don't know anybody who knows how to fix bikes... Any references?
And I've gotten facebook messages from people who would rather not publicly state very similar feelings about a local business.
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