Entro Cycles

This must be one of the worst customer service experiences I have had ever. I went to Entro Cycles yesterday afternoon to bring in one bike for full servicing and to get the handle bar tape changed for a second bike. I know that bike shops are busier now than before so I called to check that I could bring in both bikes for the intended services. The Entro staff whom I spoke to said to bring in the bikes and that if I didn't mind waiting about half an hour, they could change the bar tape. I told them that I would head to the store immediately and would be there in about half an hour. After handing in the first bike for servicing, I looked at the bar tape to make my selection and I had already seen one on their online shop that I wanted. The staff who attended to me gave me incorrect product information and even worst, told me that it was impossible that I get the handle bar tape replaced as all their mechanics were very very busy and I had to leave my bike there and return another day. He refused any further assistance on the matter and had no reply when I asked him why I had been advised that the service could be undertaken during my phone call to the shop less than half an hour ago. All he did was to keep repeating that the mechanics were too busy to undertake this service. While I was there, I also purchased a headlight. The same staff could not operate the payment system and had to call for assistance from another colleague. After paying for the servicing and the headlight there was some discussion about if the chain needed to be changed and we walked out of the shop to check on the condition of the chain. To cut short, I was not handed the light and I also forgot to ask for it. A few hours after I returned home, I looked for the light and realized that I left it at the shop counter. I called the shop and another Entro staff said he would check and get back to me. An hour later, I was told that there was no sign of the light and no one had seen it. That staff whom I spoke to went so far as so imply that I was lying about the light and questioned me as to why I only called them several hours after I left the shop and not immediately. What an inane question and incredibly rude at that. I could clearly describe to him where on the counter the light had been placed - the staff had put it behind them and away from the customer's side. I suggested why not check the in-store camera if he was doubtful and after some time he begrudgingly said that out of goodwill he would give me a “replacement” if I went there to pick it up immediately. It wasn't convenient for me at that time so I told him that I would collect it when I went to collect the bike from servicing. He went onto to ask his colleague about the bike for servicing and found the said headlight attached to the bike cage bottle!!! So did that staff even bother to look or ask his colleagues about the light? All this was after my initial call and after the staff took my details and said he would check and call me back. His fierce insistence of the light not being on the payment counter and that no one in the store had seen it, in addition to hinting that i could have been lying about already taking the item, that really crossed the line. I wanted to tell him that he was one of the worst service professionals I had come across but I held back and did not. Poor product knowledge, rudeness, arrogance and presumptuousness .... This is not the old Entro that we know. Dexter and some of the long time mechanics have always been extremely helpful and exhibited professionalism. To the management of Entro Cycles please wake up to the fact that your newer staff need to be trained not only in product knowledge but also in the fundamentals of decent customer service.

I was assisted by a young man but I left the shop shortly (I wanted to talk to the owner to negotiate the price but the young man is reluctant to do so). I decided to purchase the item so I came back a while later. However, I was less welcomed this time as another young assistant at the counter told me with contempt that "you came back 20 times price also the same". I eventually decided to purchase the item after I managed to have a chat with the owner. He is very friendly and helpful. He was willing to negotiate and introduced me to the item and the brand. Overall, the shop offers a great variety of road bike components at reasonable prices. I am glad to be assisted by the owner who is really professional and patient. I hope the rest of the staff can do the same.

I would like to thank Ho and Spencer from Entro Cycles for helping to choose the right fizik saddle for me. They were incredibly patient and keen to share their technical and professional advice.

Called today to inquire on tyre sealant and replace new tyres. Came in and mech work on my bike almost immediately. glad that i googled and found Entro. They're shifting soon. All the best to you guys and looking forward for my next visit.

My Wahoo Elemnt Roam broke at the mount. Got a brand new replacement free under the warranty, a no fuss exchange. Great service.

Placed 2 x online orders for products that are sold out in Australia. Amazing communication and reasonable delivery prices. Shipping from Singapore to Sydney within a week!! Amazing. Excellent e-commerce experience and excellent customer service.

booking of appointment on whatsapp was fuss free with speedy replies, alvin the mechanic handled my case perfectly. from the BB installation to the fitting of my the new crank (plus trouble shooting and tuning the front D) - every step of the assembly was done meticulously. super impressive workmanship. highly recommended

Pleasant experience on my first visit to Entro cycles. Spoke with Spencer and he explained clearly on what the various types of saddles are available and what my current issue is and what could be possible choices. Factual and concise. Appreciated that it was knowledge sharing so I can make my own decision. Impressed with Jerome as well. Knew exactly I needed alloy rail saddle due to my seatpost even before I mentioned. Meticulous care of the bike when changing saddle. Thumbs up!