Mistakes, Second Chances and Redemption

I started to look for a new road bike shortly after purchasing a new specialized Allez in December of 2022 due to my growing desire of riding and wanting to upgrade to a higher specification bike.

I looked at the new specialized SL8 which was extremely nice but due to budget constraints and availability I did not upgrade. Our family went to Sun and Ski sports for my son to get some items for college.

While there, I spoke to Kyle in the bike shop who gave me information about the value of my current bike value in addition to information on a new Cannondale Supersix (on sale and I stock in my size) road bike with higher specifications than my Allez. After being informed about both bikes I decided to purchase the Cannondale and trade in my current Specialized Allez. This is where the mistake of not honoring the deal occurred the next day as promised.

After correspondence with Sun and Ski customer service, I was immediately contacted by the Katy Mills store manager (Mandy Abrego) concerning my deal that was not honored. Everyone deserves a second chance and this is where I was amazed by the genuine caring and concern about my agreement that had gone wrong.

The next day I visited the Sun and Ski Katy Mills location and was greeted by Mandy and Assistant store manager (Caris Williams). First I was offered an apology for not being offered the deal that was originally agreed upon. Then I was offered the original deal as well as accessories and further discounts. Both Mandy and Caris spent ample amount of time with me over a several day period making sure that I was completely satisfied!

This turned into the best bike buying experience I've ever had. I've purchase a lot of bikes and new bike day is always great but this day was even better! The buying experience that I experienced at Sun and Ski Katy Mills location from Mandy, Caris and Aidan Ligorria (bike shop technician) was second to none. Aidan spent a-lot of time micro tuning my electronic rear/front derailleur and crank set perfectly. He also spent time and effort researching which tubeless tires and clip pedals would match my bike. He is super knowledgeable and was very informative and professional.

I was able to test ride my new bike twice, never felt pressured to purchase and given ample time to make my decision that I felt comfortable with. This process took an additional week due to my son moving to and starting at a University out of state.

Situations similar to mine probably occur more than customers realize and unfortunately most of the time nothing is done to correct them. However in my case with the quick response from customer service and management team at the Katy location, apologies for the event that took place and some extra compensation, did turn my dissatisfaction into complete redemption.

I am extremely happy with my new Cannondale SuperSix Evo3 bike. I will continue to be a loyal Sun and Ski customer and recommend all of my family and friends to shop at Sun and Ski due to great employees like Mandy, Caris and Aidan.