Trek Bicycle Store of Naples

I own three Trek bikes and take very good care of them. The Trek store in Naples is good but could be better. First the service guys are awesome and really know their stuff but when I needed new wheels for my Madone they recommended zZipp wheels with a cost of $ 2200. After reading more about them I decided they weren’t for me and when with more durable Mavic wheels. Their clothing selection is limited and they didn’t have a lot of accessories from Bontrager site. They do a good business so be prepared to wait for service.

This is the bike shop to go to if you need something. If it isn’t here, they can order it for you. I needed a rear bike basket, and with a little research, they were able to get me exactly what I needed. The owner called to let me know it was in for pickup, and was very courteous. This is a mom and pop shop, so don’t waste your money at Walmart on a cheap piece of junk– come here for quality items and great customer service. Support local businesses! :)

Wow… Having worked in a similar retail environment in the past, I am pretty familiar with merchandise returns from retail stores to vendors. Having said that, I was somewhat shocked at the response I got from two employees at the trek store here in Naples. About two months ago I purchased a 320 lumen headlamp/​tail lamp combo pack from this store. I paid crash, like any other human disposed of the packaging and enjoyed use of the lamps for the majority. However about two weeks ago the headlamp stopped taking a charge, so I figured, should be no problem to swap it out at the store I bought it for a working one. So I put the headlamp and tail lamp and included charge cable and elastic mount straps in a plastic bag and headed to the store. I walked in, three people in the service area, I had my youngest son so we checked out the 16 inch bikes real quick. Then to the front register for the return. I stood there for about five minutes looking back towards service several times to ensure, ‘yes I’m ready up here…’ No one came. So I went to the service register and stated my claim. ‘Do you have the receipt?’ ‘No I did not hang on to it, I don’t want the cash back I just want to swap it with a functioning light.’ To which he said ’ I don’t think there is anything I can do for you.’ Then grabs another associate. She comes over, runs through the exact same redundant questions. ‘No, we can’t do it. This isn’t even the right charging cable!’ Which it was the exact same charging cable included in the box at the time of purchase. So after fifteen minutes of questioning and telling me I am essentially, out of luck, they say ‘well we have to wait for the manager.’ Okay, finally. Keep in mind I know full well that a world wide multi million dollar a year company could surely have an open ‘D&D’ (damaged and defective) policy with their vendors. So the manager finally comes out. I explain for the third time what is wrong with the light, that I paid cash, and don’t have a receipt. Trek keeps purchase logs associated with your name, they had a purchase for my sons bike, but no light. What they had done was put the light on a purchase order for friend I was with the day I bought the light. Thankfully I remembered that they were with me and bought a bike. So he found a receipt for the light. Then clicks a few times and says, ‘Man looks like too much paperwork for the warranty, I don’t feel like doing it so I will just give you a new one.’ Really?! That’s awesome and all, but after being basically called a liar by the first two ASSociates, and held up for at least a half an hour, they do exactly what they should have and easily could have just done in the first minute and a half of me being there. What a terrible mentality for your staff to have, treat customers like thieves and liars, and complicate things beyond belief. I will not step foot in your store again. Nor will I recommend it to anyone wanting to spend money on a bike. Trek is a great product, maybe the company should hold its employees to a higher standard. Big time fail Trek of Naples.

My experience with this shop was awful. I brought a Trek Shift-​2 in with a broken rear derailer on Saturday.
Wayne, the store manager, took my ticket. After initially saying he’d have to order the part and that he’d have it next Friday,
he called a different store and said they had a compatible part that could be installed Sunday.
On Sunday, I called to check on the bike, and someone confirmed it was on the docket for the day. He said they would call me when it was ready.
No one called me again on Sunday.
On Monday, I called them. Steve answered. He said there was a problem, and that he would research it and call me back. He didn’t.
An hour and a half later, I called again and asked for a manager. Clark said he was an assistant manager and that he could help. I went through
the history with him, and he told me that Steve had tried to install the part, but found it did not fit. They would have to order the part after all.
Well, this wasn’t my bike — I was just borrowing it for a vacation, and my flight was leaving on Tuesday. I drove over to the store to have them
swap out my components (saddle and pedals) with the stock ones the original owner had. I also left them his contact information since I wouldn’t be in Florida to pick the bike up. They put it in the comments of the work order.
Lo and behold, Friday morning, they called me — not the original owner. I had to call him and tell him it was done.
So,
1. Why does Wayne, the shop manager, not know what parts will fit on a bike his shop sold?
2. If he doesn’t know, why doesn’t he ask one of his techs?
3. Why didn’t anyone try installing the part on the bike on Sunday like they promised, instead waiting until I called on Monday?
4. Why didn’t they call me back after promising they would?
Literally the only thing that the shop did right for me was to swap my components back out — they could have tried to charge me for that and they did not.

I had a slight issue with my most recent visit to this Trek. The owner Joseph quickly responded to my Unilocal review and the store manager made efforts to contact me as well. I was pleased with their quick response and will continue to be a customer of Trek of Naples.
~ Jason

Spacious, large quality inventory of bikes. Ask for used/​trade in bikes if you are interested. I was looking for my grandson.
They do repairs and there is a waiting area in front with free trail maps.
Ample parking, staff friendly and they know their stuff. Across from Mercato.

No complaint Patrick is my usual service guy and he is not only helpful & informative but also willing to stop whatever he is doing (sale or no sale) and acknowledge me by name. They are the ONLY crew allowed to touch my bike and my fiancé is not even allowed to touch it. I trust them with my bike and with it’s services. They got me a rental for my mom and was willing to credit my day rental back if she decided to purchase one for herself. (noted on the computer to even be useable on a later date.) I love Trek and smile at it when I pass. Thankful for that location and its employees. The entire crew is great.

No poor reviews should be found here.
The staff is 100% professional, patient, accommodating and helpful.
The pricing is accurate and the selection is fantastic!
Although I am a local, they also offer suggested destinations, bike routes, locations for lunch, etc.

I gave this 3 stars instead of one because the place is a great bike store, my only problem is the employee, Mark Cesal. The location he worked at was the one by the Mercato. He was very rude to my friend and insulted the bike he brought in. Telling him that he should just throw the bike away and how his choice is wheels is horrible. He kept on yelling and throwing the tools around and shaking his head while changing the tube in my friends tire. He even called over the other employees to whisper them something while looking at my friend and laugh right after he said something to the other employee.
The other location at cococut point was very helpful. The owner was very nice. No complaints there. The prices are very competitive with the other bike stores and they are overall a good bike shop.