Customer Feedback

Lyn, Houston TX
I would like to extend my appreciation and thanks for your generosity in supporting the Terra Firma races this year. I always have a great time at Kathy and Scott’s events as they are very well organized and Kathy and Scott are such genuine, fair and friendly people.

Your support and donations for these events are very well noticed and appreciated by all of us that participate in these events and we realize that in these difficult times voluntary sponsorships are much more difficult to sacrifice.

I hope that you will continue to support Kathy and Scott for future Terra Firma events.

Thanks again for your generosity!

Trace, Houston TX
I rode my bike last night. HOLY COW. You were wrong about one thing though. You told me that I would go 2 to 4 miles faster on that bike than on my hybrid. You were wrong about that. I went 5 plus miles an hour faster consistently. I LOVE THAT BIKE. Thanks for all of your help.

Dennis, West Jefferson NC
I just received my order and I wanted to say thanks for all the help that was provided to me during this transaction. Needless to say, you people are the greatest! I have ordered from numerous online sources and this one is absolutely at the top of their game! Great shopping experience some other companies could certainly take lessons from you people. It has been a true pleasure and I will be ordering more in the future.

Jenny, Arlington TX
I would just like to say that the staff at the Arlington, TX location is great. They are truly fantastic and I am now proud to say I am a loyal Sun & Ski Sports customer. I had a bad experience at a small bike store previous to my visit at Sun & Ski, being a younger girl looking for her first road bike, and felt a little bullied. However, I went to your Arlington location and have never felt more comfortable. David was the person who sold me my bike. He was so knowledgeable and made me feel at ease about my purchase. Merritt, Tim, and Scott have not only been helping me take care of my bike, but making sure I have everything I need. Me being a rookie at this bike stuff, it is so important for me to feel comfortable with the people I am dealing with, and I am so comfortable with your friendly, welcoming staff. Since every trip to that location for my bike has been a great experience, I have continued to go there for my every triathlon need. I just wanted to bring it to someone’s attention how great the staff is at that location. Because of them, I have been a happy customer since the day I walked in!

Rich, North Conway NH
Just wanted you to know what a great customer service Will & Matt rendered to me & my bike tire, on Monday, Labor Day. Quickly, broke a spoke nipple hitting a bump hard on my road bike, Sunday night & had planned a longer ride on Monday. We showed up @ 9 AM & they had me on the road again by 10:00. 1000 points for friendly, excellent customer service.

Mario, Grand Rapids MI
What else can I say about your store. — great prices — great service — outstanding customer service — I will return to your store for all my outdoor needs!!! 5 stars for you guys — a happy customer.

Greg, Houston TX
I am a newcomer to the road bike scene and I have been relying on the folks over at the Bay Area store to get me up to speed. I could not bring myself to make the investment in a new bike until I had a chance to see if it is something that I will enjoy. However, I have been over to the store to get the required apparel, helmet, bike rack, etc. The guys that I have worked with at the store have been very helpful. In fact, the day that I purchased my rack I was helped by one of the techs (I hate that I do not remember his name). I mentioned to him that I had my bike in the backseat of my car and I needed to get a rack that I could install quickly so that I could pick up my kids at daycare. He informed me that he was about to get off and if I wouldn’t mind waiting a few minutes, he would be happy to help. And HELP he did! He installed the entire thing without me even touching a part and I was grateful seeing that I was still dressed in my work attire.

I have had a chance to get out a few times to ride around the Clear lake area over the last few weeks and one of these occasions was yesterday, Sunday, June 27. I was out for a ride from League City to Alvin and back and about half way into my ride I got a flat. When I noticed that I had forgotten to pack my spare tube and CO2 cartridge, I started to get my phone out to call my wife for help. The next thing I noticed was a guy riding up next to me to see if I was okay. I told him I had a flat and that I was new to this road bike thing and I had forgotten my emergency kit. Well, he broke out his only spare tube and tire changing kit and offered it to me. I fumbled around for a second and he noticed quickly that I had no clue what I was doing, so he proceeded to change my tire for me and send me on my way with a handshake. I wanted to be able to repay him in someway so I asked him how I could get in touch with him and he said his name is Daniel and he works at the Bay Area Sun and Ski.

Thank you for taking the time to read this and I hope that you realize what a great asset you have in your top employees!

bikekidimagePaul, Overland Park KS
Just a quick note here to Thank You for the wonderful service and value you provided with my recent order of a Marin bicycle for my son. UPS delivered the bike right on time on Friday and as you can see from the picture, Oliver was thrilled beyond words!

The Marin Hidden Canyon 20 MTB is a remarkable kid¹s bike and at the value Sun and Ski delivered, the BEST BIKE BUY ever.

Again, I appreciate your service and thank you for a first-class, on-line shopping experience. Please thank everyone there who was involved in the process.

Vivian & Wil, Arlington TX
We just got into outdoor cycling and have purchased all of our accessories from this location and we want to provide a huge thank you to store associate David for all of his help. He has provided what no other shop has, and that was not only to greet us with a smile, but offer his wealth of knowledge regarding cycling. David continue with your great customer service support. You so ROCK!!

Matt, Dallas TX
I just wanted to drop you a short note letting you know how great your Dallas (75 and Royal) store is doing. After checking at least four different stores around town my wife eventually (she wanted to give the business to one of the local bike shops in our neighborhood) went into Sun & Ski looking for an inexpensive road bike. From the time she walked in to Sun & Ski, everyone was super helpful. JD in the bike department was so helpful and patient my wife told me that was where she wanted to buy the bike. I went in two days later to look at it and after trying to figure out which bike my wife liked, Alyssa helped guide me through all the things she was going to need: pedals, helmet, shoes, pants, etc. Anyway, long story short, we got the bike (a Scott S40), we got the shoes, the gloves, the helmet, and everything else imaginable and after being expertly fitted, my wife is now having the time of her life on her new bike. Thanks Sun & Ski and JD for making it a great, easy experience and most of all thanks for caring about getting her the best bike for the money. Unlike her past bikes, thanks to almost an hour of tinkering, fitting and refitting by JD, she loves her new bike.

Thanks again JD for making it a great experience and treating us like our $1,000 bike was a Tour de France custom fitted model. I promise Sun & Ski will be our first stop for everything outdoors from now on.

MJ, Wisconsin
Great product, but more importantly…your company has great customer service! Fast, efficient, concerned and very responsive to one minor problem I expressed. WOW! I will recommend and I will order from you again! I have three grandchildren in ski lessons next winter and I’ll be in touch with you for their equipment and accessory needs!

Jonni, Gilbert AZ
Thank you so very much for your wonderful service!!! Our Grand-daughter was thrilled, but no more than we the grandparents when the skates arrived in time for Christmas. I have shared your website with family and friends. It was a pleasure doing business with you.

Leslie, Edmond OK
I just wanted to send an email to let you know that I had the best experience with one of your customer service reps (Melissa) I have never experienced this kind of customer service before and it will make me a Sun & Ski lifer from now on. After placing an order yesterday, which included 2 separate orders being shipped to the same address….Melissa called me directly to ask if I wanted to combine the two orders to save on shipping. Of course I did, but I was so
impressed with her proactiveness and kindness. Please recognize her, she is fantastic! She has got to be one of the best, if not the best…you have on staff!

Mary, Wallingford PA
Your company has truly impressed me. Not only did you get back to me about my question and made that adjustment for me, but a few days ago I had a question about my other order and I also received a response from your company.  In this day, I think it is rare that companies actually respond to customers.

I will recommend you company to others.

Darren, Nashville TN
I wanted to let you know what a great experiance i recently had at the nashville tn store. I had bought a scott road bike 2 weeks ago and was having some problems with my knees and also the shifting of the bike. I called in and talked to carl smith. He said he would check everything out if i could bring it in. so i dropped the bike off and called him the next day and he told me to come in with my bike shoes and he would make sure the bike was set up right. that night carl spent over an hour adjusting my seat height and riding position on on of your trainers. I know feel much more comfortable on the bike and am sure my it band problem will go away. Carl was so imformative that i decided to buy the $ 200 trainer and a $ 135 work stand for my bike. I am also bringing in my girlfriend to purchase the new womens massi when you get it. i can’t thank him enough for all the help. It goes along way in retail and i wanted to take the time to make sure he is appreciated for his work with customers.

Lisa, Alburtis PA
Love the shoes!!! After getting the wrong size I called and it was taken care of immediately. I had to return the wrong size… once they were tried on by another family member we decided to keep them. While i waited with anticipation for “MY” pair to come. We called and paid for the second pair again no hassles and great customer service. Thanks so much. I check your site everyday to make sure I am not missing any bargains. Have a great day and keep up the great customer service.

Tom, Kennewick WA
I encourage you to do business with Sun and Ski Sports. The buying experience was easy and delivery was fast – I would rate the service as a 5 out of 5. An organization’s true customer service shows up when you have a problem with a product. These guys are amazing. I had a bicycle helmet defect within a month. They said, “No problem.” I ordered a new upgraded helmet but guess what, it did not fit. John in the returns department went down to the bicycle experts to research best options and help me decide what would be the superior replacement – now I rate that as a 10 out of 5 – customer service way beyond expectation.

Frank, Beaumont TX
Yesterday i had the occasion to be in your store as i was in the market for ski boots. I am an intermediate skier and have been renting boots for some time. Since i know the importance of a proper fit, I was not looking forward to the buying experience as i am usually skeptical of some sales peoples knowledge. While looking at your products in the Westheimer store, i talked with “Bob”. I asked him if he knew much about fitting people for ski boots and he told me that he “fitted a guy yesterday and that from that one experience he felt that he could possibly get me in a pair of boots”.

That started a process where “Bob” patiently explained the finer details of a proper fit (due to my unique bone/medical history/etc) and what i needed in a pair of properly fit ski boots. After this process, which took over an hour, we agreed on a pair of boots. After i had made the decision that i would be buying those boots, I finally asked Bob “how much did i spend on the boots?” After the way i was treated, and shown what i needed for a proper fit, price was my last consideration. I could have not been more satisfied with the way that i was treated and the product that i bought. I am also in the customer service business and only wish that my employees gave the same great service as Bob Lumbard. Bob Lumbard is truly a great representative to your company.

Sharon, Washington Terrace UT
I ordered a pair of women’s fitflop gogh mules for me and decided to surprise my daughter with a pair for her. Needless to say, we both love them! The fit is perfect and the comfort rates a “cloud 9.” I was thoroughly impressed with the easy order process, the prompt delivery service (including the accurate tracking information), and the fantastic competitive price from the Sun and Ski Sports company. This was my first order, but I’m sure it won’t be the last. For our total purchase satisfaction…Thanks!

Christina, Nashville TN
I was in your store on Sunday looking for things to go on my bike. One of your employees was on top of making sure I found what I was looking for. He took his time to help and didn’t make me feel rushed when making my decisions. I purchased a bike rack and a few other items. The employee knew that I wasn’t sure how to put the rack on my truck, so he volunteered to show me and if it weren’t for that, I would’ve never figured it out! I was very impressed. He even gave me his card and told me if I forget how to take the rack off or put it back on, I could call. It is hard these days to receive good service. I will definitely be back to your store and refer others. Please let him know how much I appreciated his help. His name is Carl Smith.

Annette, San Antonio TX
I went into the store hoping to find some accessories to my Camelpak hydration system. I had seen what I was hoping for on line and was just hoping to find it in the store.

I walked in and easily found the display and walked back there to look for a tube for my hydration system. I was assisted by a sales clerk Michael who was great. He listened to what I needed and he helped me find something even better. I really didn’t need to buy a complete hydration system, instead he showed me one of the directional replacement tube for my system which works great. He was polite and courteous, listening to what I had to say which is almost a lost art when it comes to customer service with sales personnel.

The only downside to my visit was the fact that they did not have some of the Ergon GC series bicycle grips. Now Michael was willing to try and order them for me but I needed these for the next day so ordering them would not have fit my schedule. However, my not finding these didn’t matter much because of Michael’s pleasant attitude.

I went up to the register and was in a good mood thanks to the super customer service I received. It allowed me to relax and look around and in looking around I was able to see some women’s bicycle shorts on sale. So I walked over and saw that they were on sale.

Once I reached the register with my directional hose and bicycle shorts, I was greeted by a very nice cashier. Unfortunately I did not remember her name but if it helps she was running the register close to the noon hour on the above mentioned date. Her attitude was pleasant and she was very personable which let me know that I had selected the right store to shop in. She advised me of the sale on the bicycle shorts which made me happy and then she let me know about my tube also being discounted because of the bike tent sale.

I hadn’t planned on spending very much in the store but after the pleasant experience with her and Michael, I will be a repeat customer and will highly recommend your store and its chain stores to family, friends and co-workers.

I did want to also let you know that the other sales clerks were also very kind and helpful to the other customers in the store. I saw the same dedication in them that I experienced with Michael and the cashier. Because of this I plan to do my shopping for bicycle accessories at Sun & Ski first and will be shopping there again to take further advantage of the bike sale.

Thank you to that store personnel and to Sun & Ski Sports for making my day a little bit more pleasant. Yes I can actually say that even the paying part of shopping was pleasant with the savings to my pocket. So keep up the good work.

Devika, Brooklyn NY
I made my first purchase with your online store earlier today, and I called customer service after having a problem using an online coupon. I can honestly say that it was one of the best customer service experiences I’ve ever had. I spoke on the phone with Nacho, who might be the best customer service rep I’ve ever had! He was incredibly helpful and understanding throughout the entire conversation.

After explaining my problem, he realized it might be a website error and went out of his way to contact the webmaster for a solution. When they determined that I was unable to use the coupon due to a computer glitch, Nacho helped me complete the entire order over the phone so I could apply the coupon. It was really great to be able to speak with someone who was conscientious, knowledgeable, and friendly during a stressful situation.

It’s reassuring to know that even if a problem occurs I’ll be able to count on great customer support, and I will definitely shop with you in the near future!

Toby, Houston TX
The Bike Team at the Champions location in Houston, Texas is amazing. They provide excellent customer service and top-notch advice and repairs.

But today they outdid themselves. I woke up early to go biking at a nearby trail that was recently flooded and damaged by storms. To my surprise, I saw members of the Sun and Ski bike shop carrying shovels, rakes, saws, leaf blowers and other miscellaneous tools. The trails in northwest Houston are in top shape because the Sun and Ski bike team’s work behind the scenes.

I wish more people in Houston knew how dedicated the employees at Sun and Ski are. Forget Bike Barn, David’s Cycles, etc. Sun and Ski has earned a special place in the community.

Benjamin, Anchorage AK
I wanted to thank you for helping me with an online order.

I searched for the best price for a Gregory Baltoro 70 backpack, and your store had it on sale with free shipping (within the lower 48). I live in Alaska, however, and the shipping prices can vary widely depending on who you use.

I called your customer service line and spoke with a woman who was very kind and offered to go out of her way to physically take it from the store and send it through the USPS (always the cheapest way to AK). Although it seemed unlikely that it would arrive in time for a hiking trip I was planning, she actually got it sent out the very next morning. In addition, one of your managers agreed to honor the ‘free shipping’ offer, even though you clearly didn’t have to in this case.

I was amazed that it actually arrived at my house in 6 days, the night before I was leaving for my trip. Because of your excellent customer service, I was able to use my new pack (instead of my old, worn out one) for a 3-day, 39 mile backpacking trip through the Chugach Mountains up here a few hours from Anchorage.

I can’t tell you how much I appreciate that. Thanks for going out of your way to help me out. Here’s a happy picture of me at the highest point in Resurrection Pass (although you can’t see much of my new backpack).

Kellie, Katy TX
Thanks for the help, and I did take my bike to Sun and Ski at Katy Mills, Jay I think is who helped me he was great! Jay was so helpful and knowlegeable, he also refit me to my bike, which I had bought at Bike Barn, but they did not fit me properly. Jay took a lot of time with me and answered my numerous questions, and I will not take my bike to anyone but him because I feel I can trust him. Sun and Ski should be proud to have an employee who has such wonderful customer service, and who goes out of his way to make a fearful rider (me) feel safer and more comfortable on their bike.

Jon, Sugar Land TX
This week I purchased a pair of new ski boots from the Houston store on Wertheimer. The person at the store was Bob Lumbard who helped me. I figured he was going to be a traditional sales rep. Bob blew me away with his anatomy class on the foot and all that he knew about feet and how they should fit into a ski boot. This guy could be one of your most valuable employees for he knows his stuff on Skiing, what you sell for skiing and especially what one might need in a boot and how to make it fit perfectly.

Please give Bob a pat on the back and an MVP award or something. He was a game changer for me.

Aboud, Houston TX
I would like to complement two of Sun and Ski Employees at Katy store: Jay Jackson and Cole Vogtman, for their excellent provided service:

The level of attention they pay to the customer and the quality of their work is outstanding. Every time I come to the store to check my bicycle I receive excellent service and always a good technical advice. I can easily spot them as company valuable asset.

Please thank them and the rest of the friendly team in the same store on my behalf.

Sharon, Lufkin TX
I wanted to thank you for your courteous staff and support. I placed and order in which one of the items I needed was unavailable. Your staff contacted me by phone and email to follow up on the cancelled item. I called back customer support and asked what I could do as I needed the pair of ski pants to replace the ones that were no longer available. Your friendly staff helped me to find a pair of ski pants that would work and also waived the additional shipping cost so I would not have to pay overnight shipping twice. It is so pleasant to do business with companies that treat customers as well as you have and that will keep me returning to your store again and again.

Sarah, Katy TX
I just want to drop you a note, and let you know the guys at the Grapevine location really took care of me. To order a bike, have it assembled and out the door in less than a week is quite a feat.

I take customer care very seriously. These days, you want to do your best to retain and make new customers whenever possible. I have purchased several items from Sun & Ski, but will now purchase all of my sporting needs there. Steven, the manager at the time, and Michael, the bike mechanic, were both courteous and knowledgeable. They also put up with my regular calls inquiring about the bike.

I will gladly share my experience for years to come. When I start winning races, I’ll hit you up for a jersey, so I can advertise on and off the bike. My friend and I will be racing as many adventure and mountain bike races as our bodies will allow during the next several years and would welcome the opportunity to race for Sun & Ski.

Julie, Dallas TX
“Superfeet saved my life. After I was pregnant my right leg became paralyzed. I couldn’t walk at all. Sun and Ski Sports in Dallas recommended Superfeet. I immediately felt relief and was able to walk until my leg recovered. Thank you for making such an amazing product.”

Steve, Austin TX
I just wanted to drop you a short note of thanks for the excellent customer service I have received in the past and most recently last weekend. I have purchased three bikes from Sun and Ski and each experience has been very uplifting. Andy and Kirk are very courteous and have vast amounts of product knowledge that they are always willing to share. Last weekend I was assisted by Matt Ginn in the purchase of a Yakima bike rack. He was extremely helpful even to the point of assembling and assisting me to attach it to the trailer receiver. I ride with a group of guys and we all trade stories about where we have bought our bikes and equipment. No one can match my experiences so far.


  1. Hi. I have an 11 year old Giant XTC that I’d sleep with but its too cold. I had a bid to overhaul the cycle from another store that was through the roof and they tried to sell me another bike…
    So I go into S&S and meet Mike the Magical Mechanic. He is great. He analyzes the issues, compliments my bike and components and gives me a bid (which he beat it turns out) and within 24 hours I pick up one cleaned lubed brakes a brakin’ fabulous cycle. I am impressed and will turn all my business to Mike and S&S!

  2. Hi Greg! Thanks for the killer feedback! We do appreciate you bringing your bike in for service and we know it’s because of guys like Mike!!!!

    All the best!

    Sun & Ski!

  3. I have been very pleased with the product and the organization of the store but mostly I want to talk about Lisa in the in the Pembroke store. She was very helpful and helped me to shop but was never pushy. She never tried to rush e even though I was there at closing.
    I was very happy with my purchase and brought my girls back to buy ski outerwear.
    Bravo for customer service.

  4. Ticket 40633 Sales Person Shannon. I have been to the store a numerous number of times to outfit four skiirs and a snow boarder. We have bought hardware and clothing and been not so easy to manage BUT the team in Penbroke was fanstastic, talk about knowing their stuff front and back there is not comparison. I was in retail the majority of my career as SVP Staples Merchanding and inventory management and EVP of Musicland and Transworld Entertainment for just about all areas. I have to say that my customer service requirements are very high. Shannon and her team consistently exceed them. Riley was fantastic and is the expert bar none. Shannon motivates her team and it shows!!I love the store and keep coming back.

  5. Just wanted to tell you what a great experience I had with the Cincinnati location! I took in a pair of skis with broken bindings and Tyler immediately called Atomic and had new parts sent out instead of just trying to sell me a new pair of bindings. Tyler was extremely helpful but had to leave town before my new parts arrived yet either Andrew or Christian jumped in without missing a beat- spoke to me about my needs and got my skis fixed in record time!
    Thank you for a great experience and I will be back!!!

    Steve Roberts

  6. Hi Steve,

    Thanks very much for sharing your experience with us! We really appreciate your business and hope to see you again and again!!

    Team Sun & Ski

  7. I just wanted to say that My wife and I had the best experience we have ever had buying anything in dealing with Adam in the Franklin,Tenn. store.We purchased a Recumbent Trike and he was truly the most professional and personable person We have ever dealt with.It was truly a pleasure.The store is very lucky to have him.

  8. Hi Billy and Millie Baxter,

    Thanks very much for your kind words! We couldn’t agree more. Adam is awesome! Thanks for your business and we look forward to seeing you again soon!

  9. GREAT Service today at your Grapevine Mills location in Texas. Jennifer (works in the ladies department) was fantastic! She was extremely helpful pointing me in the right direction for my needs and assisting to find proper sizing etc. I had LOTS of questions as well (haven’t been on skis in YEARS…and the clothing has changed :)) …she knew all the answers and described the different reasons of what would work best and why….very very helpful….and friendly….and attentive…but not pushy in the least. THANK YOU JENNIFER!!! Well done!!!

  10. Hi Mary! We hope you are having a wonderful 2016!! Just wanted to say thanks for taking the time to share your experience with us. We are very lucky to have Jennifer on our team! Thanks for being a Sun & Ski customer! We’ll be sure to give Jennifer a big pat on the back!

    -Sun & Ski Crew

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