Trek Bicycle Rouse Hill - Rouse Hill, New South Wales

Sam G.

I have always believed in paying more for a reputable brand to receive better customer service and after-sales support. Unfortunately, my recent experience at Trek Rouse Hill has been the worst customer service I have ever encountered, and I feel compelled to raise this matter with AAAC and Trek Bike Management.

I recently purchased two Trek bikes for my child, and on 1/02/2025, I visited the store seeking assistance with a missing rivet for the seat. From the very beginning, the staff member I dealt with was not only unprofessional but also completely unhelpful.
• He spoke inappropriately to our 2-year-old son, which was unacceptable.
• Instead of offering practical solutions, he made excuses and treated a simple request as if it were rocket science rather than a minor issue that could be easily addressed.
• I was told that mechanics don’t work on weekends, they don’t have the right size rivet, and he didn’t know anything about the rivet sizes—all of which demonstrated a lack of product knowledge and unwillingness to assist.

As a customer, I expect a premium brand like Trek to employ staff who are professional, knowledgeable, and customer-focused. Unfortunately, this was far from the case.

I will be escalating my complaint and expect Trek Management to take responsibility for ensuring their staff are properly trained. Experiences like this damage a brand’s reputation, and I strongly urge other customers to be cautious when expecting support from this store.

Trek needs to do better.

Amandeep S.

Trek Bike at Rouse hill sets the gold standard for customer service. Their team is not only highly knowledgeable but also incredibly supportive. A special shoutout to Ali, the store manager, whose expertise and dedication made all the difference. His willingness to go above and beyond to help us find the perfect bike size for our son was truly appreciated. If you’re looking for a top-quality bike and an exceptional shopping experience, this is the place to go. Highly recommended!

Koshish P.

Such a good vibe, very friendly and helpful. Couldn’t find a correct size nut for my daughter bike anywhere else and they just fixed without a charge. So thankful.

Devanshu D.

The staff was friendly, knowledgeable, and took the time to answer all my questions. The bike purchase process was smooth, and they made sure I got the perfect fit. When I brought my bike in for servicing, they were quick and thorough, getting it back to me in top condition. Highly recommend this store for anyone in need of great products and excellent service!

S L.

I had a fantastic experience at the Trek Bike Store in Rouse Hill. From the moment I walked in, the staff were welcoming, friendly, and incredibly knowledgeable. They took the time to understand my needs and provided expert advice on the best bike and accessories for me.

Unlike other stores, the service here felt personal and genuine. The team was patient, answering all my questions without any rush. They went above and beyond to ensure I was comfortable with my purchase, even giving me tips on bike maintenance and riding techniques. Their generosity with their time made a huge difference.

What stood out the most was their passion for cycling and their willingness to help customers, whether you’re a beginner or an experienced rider. The entire experience was so positive that I will definitely be returning for future purchases and servicing.

If you’re looking for top-quality bikes and outstanding customer service, I highly recommend the Trek Bike Store in Rouse Hill. Their professionalism, kindness, and expertise make them stand out from other bike stores. I’m grateful for their help and look forward to my next visit for my next purchase!

Thank you Ali and Eamon for the experience even though it was 10 mins before your closing time.

FYI- don’t rely or trust on the 1star negative reviews that someone may have left.

Seb

Shane F.

Came in to purchase a bicycle and I was greeted well and provided with all the information I needed to make my decision. The order process was pretty straightforward. Customer service was excellent. Staff were friendly and helpful. I am satisfied with the bike I bought (Marlin 4 gen 2)

Bhaskar P.

The TREK Rouse Hill Team is Fantastic... I dealt with Eamon and Ali and they were just excellent... Eomon spent a lot of time trying to understand what I needed and provided excellent support. The store allowed me to test ride the bike out in open which helped me in making a decision to purchase the Bike....Ali (Store Manager) went above and beyond, and ordered a bike in my size, just for me to test ride. I think that was really special. Ali was also very easy to communicate with ...Hands down, the best bike purchase experiences I have ever had...

Bri V.

Thank you so much to Alex and the team for their exceptional customer service today. I was very much out of my element and not sure as to what I was looking for. As a complete novice, the advice given really made our decision easy. Very happy with my new Marlin 5 Gen 2 and the accessories. Thank you for making the shop today so easy and welcoming.