I wanted to throw a bone to Nytro. I am just an age group tri guy, with new roadie aspirations that has been using Nytro for five years. Whether it is online, over the phone or stopping by they are fantastic at the key ingredient: CUSTOMER SERVICE!!!
They take the personal time to make every normal man out there feel like they can go off the front in a grand tour or win at Kona. They sincerely care about the person and their purchase. I found a hook up to post this moving ross country, as again they are holding a new bike to ship once i finally complete my move. Big in the business with small business attitude, as long as I have a phone and computer, I have my local bike shop.
They were one of the first and they remain among the very best.
I’ve been underwhelmed by Nytro - Encinitas, Ca. Tri Newbie full of questions and the three times I’ve gone in there with silly Newbie questions I get the “I couldn’t be more bothered…” or “I can’t believe you are really asking me that…” attitude. Have to admit its the same person giving me this attitude. Short, older man with short, older hair. My business goes to B&L - Solana Beach.
Interesting, I’ve always wondered how much customer expectation plays a role in perceived customer service. If its not expectations I don’t know how to explain the wide differences in experiences people have at the same bike shops.
For the record “my friend” feels he received the same type of service when attempting to purchase a $6k bicycle there.
And while we’re at it “my friend” also “feels” he received shatty service from just about every shop in SD. It would appear no one in SD is all that interested in attracting customers based on quality service. 
I have to say the same think i was willing to buy all my bike stuff from one place and didn’t get the best responses or timliness of responses that i would have hoped for. With wanting to spend 5k+ at a bike store.
On the other hand i wanted a bike jersey from desoto and they called me in 15 mins after i emailed emilio go figure.
Grant
They were one of the first and they remain among the very best.
Tom,
Absolutley. They set the standard for what has become the modern tri-shop.
From what I can tell their is a short A-list of Tri-Shops in the U.S. and Nytro is definately on that list, as is your shop, Tom!
I’ve been pretty disappointed with the LBS’ here also. They always have that, “you should feel lucky to walk into my store” attitude that drives me nuts.
Emilio gets a lot of praise, deservedly so, for doing the simplest of things - the right thing. Many businesses could learn a lot from him.
they have customer service?? i must be going to the wrong nytro…
They always have that, “you should feel lucky to walk into my store” attitude that drives me nuts.
I don’t think it just your LBS it’s a general malaise in the retail sales business. People with really good sales skills, great people and communications skills and a passion for what they are selling are hard to find. It’s rare to find a good sales person regardless of the retail sales business these days.
I really like B&L (both shops) and Hi-tech bikes.
I’ve never gone into Nytro, but have heard pretty much the same from many people (all in different groups)…
If you’re a pro or almost pro, or WANT to be a pro…you’ll probably like the “service”
If you’re anywhere less than that…you’re likely to get the attitude that already been mentioned.
That’s not necessarily “bad” they just cater to a different market.
I too have been underwhelmed by Nytro and am very disapointed with the man you describe. I went in there to try their bikes and forgot to get my drivers license back. I called the next day, and they said they’d send it to me right away, no problem. Two weeks later, I had to go to the store myself and it was still in the cash register. I was kind of annoyed that they couldn’t have called to tell me they weren’t going to send it, even though they told me they would, and when I said so, the old, bald guy called me rude right to my face in front of 5 other customers. I was pretty shocked and offended, especially since they were the ones who had my I.D. for 2 weeks, and no one has ever insulted me like that before, especially a complete stranger! I will never shop there or recommend the store to anyone else again, and I am sooo thankful I didn’t end up buying my bike from them!
Both B+L and the new bike shop Moment cyclesport in Point Loma have MUCH better customer service! JT from Moment spent 2 hours helping me find a perfect saddle- I highly recommend him!!
I have found Nytro to be opposite. I was there on Saturday ready to buy a training bike and was not able to get anyone to help. It been like that everytime I been there. I find them to have the worst customer service of all the bike shops I been to. I was at R&A two weeks earlier and Al was ready and willing to help me.
I bought a bike there 2 years ago, and the service was great. Now, I actually took the time to give them a call before coming in a setting up a time where I could ride bikes and be fit. They had 6 different bikes ready for me to ride, adjusted and readjusted everything, and then when I finally settled on a frame we actually went through every single component and I swapped things in and out. It was literally and all-day affair. They were enormously patient, and the bike has been great. That’s my experience. Perhaps just dropping in off the street and expecting the service I received by taking the time to set things up is a little unreasonable, don’t you think? If they are short on customers, then perhaps you can expect the same service by dropping in unannounced, but that’s unlikely at Nytro since so many people who go there take the time to do what I did. They reason they most likely didn’t have time for you is because they were dealing with those of us who made an appointment to monopolize their time. Maybe you did make an appointment, and if so then maybe they are inconsistent.
+1 for GREAT customer service experience.
Bought my Scott Plasma Pro from them last year, when I received it the rear wheel was bent. They offered to send one out right away if I didn’t want to take it to a LBS to have it trued, which I did. I faxed them the receipt and they refunded me the amount I paid for the truing, no problem.
I had a really bad nytro experience- was looking at bikes, and while i was paying for a custom fitting, the fitter (cant remember his name) was just trying to sell me what he had in the shop. Since ive been refit, its clear the stuff he was trying to sell me was blatantly the wrong size, but he was using this line (exact quote) “i can fit anyone on any frame, so why wait until i get somethign else in stock”
He was also trying to convince me to buy HIS list price guru rather than have a custom one made (again, just trying to sell his stock). I was really annoyed once I figured out that i was the one size he didnt have, and he wasnt willing to admit that.
nytro has the worst customer serivce out of the big 3 BL and Hi-tech. they have a great inventory and a good location. BL and hi tech have way better cutsomer service, although not as extensive product lines. you must have gone in on a good day because noramlly its like your talking to a wall in there.
Tom,
Are you planning on running for some type of political office with that post? That was about one of the most vague positioning statements I’ve ever seen 
The fact that Nytro is one of the original is undeniable. It IS good, however, to see someone had a good experience there, as Nytro has been plagued with the “poor customer service” tag for over 10 years now (perhaps longer since I started getting more involved in the industry). Even though some people are still commenting on the bad service/attitude, it is good to see someone finally step up and talk about the good things. Maybe they finally have things figured out.
FWIW, I went in once and was lectured by a kid selling bikes that I wanted to move my seatpost BACK so I would get more “stretched out” to obtain the best aero position. Funny thing was, he didn’t look at all like Chris Boardman
I’m giving thumbs down to Nytro as well and will only go there is they are blowing out something I’m really into buying or need at the time. Props to B & L and Hi-Tech bikes. Especially Hi-Tech. I had a problem with a repair…which I should have…and they fixed the situation immediately!
You can add me to the list of bad experiences, and it was extremely slow when I was there (with appointment).