CUBE Store Köln Süd

Owner's response

Thank you very much! 😊

Owner's response

Thanks for your positive Feedback😊

Owner's response

Hi Gerrit,<br><br>our usual approach is to greet every customer who enters the store and ask how we can help. However, when the store is busy and all team members are engaged with other customers, it can unfortunately happen that someone gets overlooked – especially if only one colleague is available due to vacation, sick leave, or staffing shortages.<br><br>What exactly happened in your case, we can’t clearly determine in hindsight – but we're sorry you felt unattended. That’s certainly not the experience we aim to provide.<br><br>We’d still be happy to welcome you again and help find the right bike for your son – just ask at the counter anytime and we’ll make sure you’re supported.

Owner's response

Hello Goran,<br><br>thank you for your feedback. Since the bike was not purchased from our store, and due to the current strain on our workshop capacity, we are currently prioritizing repairs on bikes bought directly from us.<br><br>According to our mechanics, the repeated damage to tires and tubes was not caused by faulty components, but by the way the bike was used. The tires showed several skid marks and signs of riding with too little air pressure, leading to so-called "snakebite" punctures – typically caused by hitting curbs or potholes at speed without lifting the wheels. Our team explained this several times, but unfortunately, there was no willingness to accept that feedback.<br><br>After multiple difficult and unproductive discussions, we had to kindly ask your son to visit another workshop going forward.<br>We’re sorry it came to this and thank you for acknowledging the helpfulness of one of our team members.

Owner's response

Hallo Oliver,<br><br>According to our workshop manager the situation unfolded slightly differently. When you mentioned that your gear wasn't working properly, he immediately fixed the issue, which was due to a misadjusted gear cable, in under a minute. He then suggested you take a test ride to ensure everything was working correctly, which you did and confirmed the problem was resolved. He mentioned that for larger issues, we do not service Canyon bikes due to difficulties with obtaining parts, but smaller repairs like fixing a flat tire are no problem. Regarding the coffee fund comment, it was intended as a light-hearted suggestion for a small token of appreciation for the quick fix, not as a requirement. We understand that the comment "How convenient!" may have come across poorly and apologize if it made you feel uncomfortable. Our intention is to provide helpful and efficient service. If you would like to discuss this matter, please feel free to contact us directly under feedback@multicycle.de.