I've decided not to go back here.
I bought a bike off them a few years back, and it's a great bike. The thing is, whenever I've gone back there since, they've never really been that welcoming.
I put up with the mediocre customer service for a few years but after recently taking my bike (which I bought from them) in for a 'standard service', I decided not to go back.
They charged me a pretty penny ($70) for the service, which would have been totally fine if they'd actually done something to my bike. As far as I could tell, they did basically nothing. They didn't even lubricate the chain or give the bike a basic clean-up. The description of the standard service on their website says that they do both of these things and more (http://www.cyclenow.com.au/new/index.php?p=3). Pretty disappointing that they didn't complete their own official procedure.
They also didn't deal with one of the two things I'd specifically asked them to look at: A squeak which was still there when I picked the bike up and it was pretty obvious from our conversation that they hadn't looked at it.
The one thing they did do well was replace my break pads but they charged me extra for both the pads (fair enough) and the labor (probably not fair enough, given that the money I paid for the service didn't buy me anything at all).
Oh and to top it all off, they took about a week longer to do all this than they said they would. Apparently they'd lost a staff member and had to hire someone else, which happens, so the delay wouldn't have bothered me if they'd given me decent service.
When I asked what they'd actually done in the 'standard service', the manager couldn't tell me clearly. I asked him if he had a checklist from the mechanic, to show that everything had been done and he said no. He then vaguely mumbled something about checking that nothing was loose, and then added that the chain was wearing out and would need to be replaced before long (more $$$). That's it. $70, thanks very much. And some more money for the brakes ($80). And come back soon and give us more money for a new chain, ok? And when you do that, you'll probably need a new cassette too, by the way.
Sorry, guys, not impressed. You've lost my business. read more