Summary of below: Avoid this shop. 80% of the time, you might get good service and be without issue. But on the off chance that something goes wrong, you're likely to get screwed, *especially* if the owner suspects you won't be a regular customer. The best insurance policy would be taking your business elsewhere (Adventure365, Sessions, etc.). ------------------------------------ I recently purchased a new bike from their online store, and drove to pick it up over the weekend. (At that time, the sales associate mentioned that the bike was a return. This did not alarm me, as a reputable shop would ensure that the bike was in new condition before reselling, or adjust the terms of sale accordingly to reflect the bike's condition). Later, at home, when adjusting the seat height, I noticed that nearly all of the black-anodized post that was hidden inside the frame had been deeply gouged with marks from the previous owner adjusting height repeatedly without properly loosening the clamp. This prompted me to look closer at the bike's overall condition, and I found scrapes along the left brake lever, as well as chipped paint on the fork. Disappointed, I emailed the store with these concerns. The next day, I took the bike for a test ride, to find that the bike was out of adjustment and unrideable. The drive train shifted poorly, the chain rubbed the front derailleur in both rings, the disc brakes needed adjustment, etc. Again, disappointed, I followed up with the shop and, since I drove from out of town (and wanted to ride my new bike!) I brought the *newly purchased* bike into my local shop for a full service, out of pocket. Two days later, when the shop's owner, Don, replied to my emails, he was curt and instructed me to bring the bike to a shop in Toronto for tune-up service. While this was appreciated, I felt it did not address the more significant issue of the bike's damage. I communicated this in a follow up email, which went unanswered. No offer of reimbursement for the bike's service was made. I later called in the hopes that we could discuss the matter cordially. Don was immediately combative, offering an *all or nothing* solution of either keeping the bike and shutting up, or sending it back for a refund. Given the global bike shortage, and the cosmetic nature of the damage, this seemed extreme, and a more appropriate solution might be a refund reflecting the condition of the bike at the time of sale--10 or 15 percent. This was roundly rejected, and the conversation devolved until Don cursed at me for "slandering his shop", and hung up. I can only assume that Don either knew of the damage and thought the bike was appropriate for sale as "new", or believes I've been lying. Great customer service, either way. What I do know, is he'd sooner go through the additional time and expense of shipping the bike back than make it right with an existing customer. I don't know if I've ever had the pleasure of being fleeced, berated, *and* called a liar---so at least it was a novel experience. Take your business to another shop, one that has respect for new customers and strives to provide you with the best possible experience. (All that said, the CSR I dealt with was pleasant and helpful as I loaded up the bike and tried on new shoes. It's a shame, really.) read more

An excellent business, providing quality service and respect!! I have been to this store for cross-country skiing equipment, winter and summer clothing, and bicycle purchases and parts. Everyone loves cheap prices. Though an extremely rare occurrence, I don't mind slightly higher prices at a business that consistently goes over and above my expectations. At this store, ALL your questions will be answered by experienced professionals, even when you declare that you are not about to make a purchase. They intuitively guide you if you are a novice at an activity. What a great experience... Keep it up guys! Ivy league schools should study you. And people, support this store, realizing the value of a well run local store that isn't 'big box'. read more

I feel like every time I go to The Outside Store for some reason I will have a better experience. It's local so why not support local. ...but every time I go, or hear of others going I'm just overtly disappointed by the service and interactions that myself and others experience at this store. During my latest visit, I was coming to try on ski boots. I had my last ones for over ten years and it was time to upgrade for a trip out west this year. They asked me how much I skiied and I told them I had been skiing for over 25 years and that more recently I could only make it to about 1-2 big trips a year because of work and then Blue Mountain and local places a few times a year. My husband is in the skiing business and he was there helping me with boots and knew the type of boot and flex I would need. The Outside Store refused to allow me to try on a 100 flex boot because they told me I was likely a green trail skiier because I only got out to ski once last year and on top of that, it's not as though they ever saw my skills on the mountain. This makes no sense at all. We tried to explain my experience and that I was quite athletic. Still no budging. What the heck kind of store just refuses or doesn't compromise or anything?? This place is anything but customer cantered. We would love to see them stay in Sudbury, we love to support Local businesses but they really need to overhaul their customer service if they want continued community customers. read more

I have given this store years of patience and multiple second chances over the course of my lifetime. I really wanted to be able to support a local store and give back to the community. Unfortunately every interaction I have had with them has left me feeling hurt. The rudeness this store displays regularly as a badge of honour has lead me to start only shopping online and down south. So unless they have a crazy 75% off sale on everything in the store. I will not be subjecting myself to their verbal abuse again. read more

I was very excited to visit the outside store in Sudbury, to find some parts to a bicycle rebuild i was starting. When i got there i was served by Don. Would have been so much better had we never met. Don seemed helpful, asking is there anything i can help with. That was where the pleasantries stopped. Don was rude while speaking to me and i said to him. "i may not be proficient with the exact name of the items i am looking for but dont talk to me like a f#&king idiot. His response was "you are a fucking idiot, get out." turned his back and walked away from me, I am surprised that i remained so calm but i had a 1year old child with me. I left and asked girl at the front desk who the owner was? Sadly the answer was Don. With the ability to order over the internet i will not be returning to "the outdoor store" and hope any who read this will consider dealing with someone else. read more

Visiting relatives in Sudbury needed a dérailleur adjustment on my wife's bike, the gears were skipping. Phoned the store, explained we were just in Sudbury for a short visit, and asked if they could take a look at the bike. Less than an hour later we were on our way, dérailleur adjusted, and a cable replaced. Great service, excellent pricing, knowledgeable and helpful staff. Very impressed. read more

Bought my newest bike here three years ago and have buying my bike supplies here ever since. Probably best mechanics in town, good atmosphere, prices could be better but they've been known to give little perks here and there. Overall best shop in town. read more

Love this store! Staff are very helpful and no B.S, they tell you exactly what you need and I like that. I've purchased all of my camping equipment and bikes from the Outside Store and I have never been disappointed with the quality of the product or the help of the staff. Prices are high, but it's worth it for quality product. read more