Clayton says:I just stumbled upon this over a year after it's posting. Cervelo, you guys messed up with this one. I'm looking through your site and I'm missing your phase-two of this who makeover as well. I would love to be able to order online like this article says, but I guess you guys fell through there. I bought a 2009 RS from a past cervelo dealer and after relocating, the closest dealer is 7 hours away. I'm wanting to purchase a Cervelo T1, a P3 to improve my TT, and I'm eyeing that S5, but after reading this thread. I'm considering just going with the Gaint retailer at the end of my street, since you guys are all about convenience nowadays. I'll conveniently switch to a brand that has more support for their customers and listens to what the community tells them.

Casey says:While browsing the cervelo site recently to check out the new 2012 bikes, I found that there was the "buy two, get 2,000 off." Seeing as my wife and I would like new bikes, I thought "this would be a great way to get new bikes that we both want, and save some cash." We've been riding for a long time, know our size, and know what we like and don't like. Living where we do, (Zip 97845), we looked for the closest retailer, approximately 3.5-4 hours away. But really wanting new bikes, we drove to the shop yesterday. They didn't have any selection of Cervelo bikes, and the sales staff was incredibly rude. We were looking to buy two bikes, but left with nothing. Eight hours of travel (it started snowing on the way home too!) down the drain for 15 minutes in a bike shop that I had never been to before. After going there and talking with the staff, I wouldnt buy a tube from them either! While I'm sure there are lots of folks that live in a area that have Cervelo dealers in close proximity, we have no choice in the matter. I was hoping to pick up both the bikes today online, but found that it's not an option. What other options do I have Cervelo?

Mitch says:Bad decision on your part. The one thing I loved was that I could get a Cervelo from Competitive Cyclist and have it built up however I wanted. Now I will have to get another brand. The closest Cervelo dealer to me is 2 hours away. I don't think I'm going to drive 2 hours to get a Cervelo when I can drive 2 minutes and get an S-Works Specialized, Cannondale Super Six, Giant TCR Advanced SL, Scott Addict. Hope this business decision changes soon.

Eric says:I actually made my buying decision (a 2009 RS) after watching Competitive Cyclists' reviews. They certainly were the primary factor in narrowing my decision to a Cervelo RS or R3, from any other brand. But I then went to my LBS to purchase the bike. The guys at my LBS are great and really helpful. Also, they are great bike mechanics. They are not, however, very professional. They almost always over promise and under deliver. In fact, after five straight issues on products I ordered through my LBS, I will never order anything through them again. Instead, I now order almost all of my bike related products through Competitive Cyclist. Not because their prices are any cheaper, rather, because they deliver the product when they say they will deliver. They also don't hassle me about a return like the LBS when the product isn't right for whatever reason. My LBS drove me to Competitive Cyclist for all items not carried in stock at my LBS. And in doing so have lost approximately $15,000.00 in apparel, component, and wheel sales over the last two years.The guys that work at my LBS, work there because they love bikes. That's great. Unfortunately, they really need lessons on how to be more professional (When you say you will call, call. When you give an estimate in time or money, it better be accurate. Don't hassle a customer who returns an item, if your policy is to accept returns.)

Eric says:I actually made my buying decision (a 2009 RS) after watching Competitive Cyclists' reviews. They certainly were the primary factor in narrowing my decision to a Cervelo RS or R3, from any other brand. But I then went to my LBS to purchase the bike. The guys at my LBS are great and really helpful. Also, they are great bike mechanics. They are not, however, very professional. They almost always over promise and under deliver. In fact, after five straight issues on products I ordered through my LBS, I will never order anything through them again. Instead, I now order almost all of my bike related products through Competitive Cyclist. Not because their prices are any cheaper, rather, because they deliver the product when they say they will deliver. They also don't hassle me about a return like the LBS when the product isn't right for whatever reason. My LBS drove me to Competitive Cyclist for all items not carried in stock at my LBS. And in doing so have lost approximately $15,000.00 in apparel, component, and wheel sales over the last two years.The guys that work at my LBS, work there because they love bikes. That's great. Unfortunately, they really need lessons on how to be more professional (When you say you will call, call. When you give an estimate in time or money, it better be accurate. Don't hassle a customer who returns an item, if your policy is to accept returns.)

carlo says:I fell in love with cervelo bikes after watching CompetitiveCyclist reviews of the R3 and S2.

I bought my R3 at a local LBS: what a mistake! Sure they all ride, but mountain bikes!

In addition to not being able to get a decent fit (i had to travel 40 mi to another LBS, Specialized store, and get fitted paying the extra money and suffering lower back pain for 9 mo in the meantime) I was suggested to get the other brand they carried (an excellent bike, to be honest) every time I stopped by to check the R3 out. Not to mention that I was sold the smaller size frame although they had in stock the RS with the right size (R3 and RS were the ones I wanted to try and buy).This cervelo policy will put out of the retail chain some of the stores that have, at this time, the best service: CC allowed a test ride (for free if you bought a bike) and a lot of help on how to take the proper measurements for a good fit.

sj martin says:This is a horrible decision. I live in Mississippi where there are 0 LBS that carry Cervelo bikes within 200 miles of me. I used to be able to purchase from Competitive Cyclist but now i'm forced to purchase from a LBS for my "convenience"? What convenience does it serve for me to go 200 miles out of my way to get a better experience?

Alan L. says:I am blessed with a great LBS with real roadies that don't try to sell you something you don't want. Ed from RocknRoad BS was an amazing rep for Cervelo. He helped me sit up my new R3 perfect and let me know he and the rest of the folks there are always available to help me.

I'm saving up to surprise my wife of 20 years with a new R3 54cm Cervelo for our wedding anniversary. Can't wait to share the experience with her! Cheers!

Tony says:I live in Chicago along the fabulous Lakefront Bike Path. I bought an RS 3 years ago from Competitive Cyclist because the only LBS in downtown Chicago that sold Cervelos was going bankrupt. I had a good experience with CC, and they helped me get a great fit plus I got to customize all my components. I improved so much with my RS that I want to celebrate by buying an R5. That's when I ran into this new sales strategy that would force me to buy from a local LBS that I was not familiar with. Never the less, I played along. First thing I found out was the LBS's convenient store location was a fit studio open only by appointment, and the real store with the bikes was in another zip code. Never the less, I called them. They told me that they considered Cervelo "special order items" (i.e. no inventory), and if I really wanted to check out a good upgrade to an RS I should look at their stock of Serottas. This is currenltly the only Cervelo store in Chicago. Why on EARTH would Cervelo force me to deal with such a disloyal LBS, and why would they implement a new policy that harms a loyal customer like me before investigating these issues ahead time. I ended up buying a 2010 S2 from CC....I hope I can handle the more aggressive geometry, but at least I won't be dealing with these la de da clowns.

MIguel says:Argggh. This is bad news. I am in the market for a new road bike and a new TT bike. Was planning on getting 2011 S3 now and P4 in the summer. But guess what? I live in Los Angeles, and most all of my LBS that carry cervelo also carry just about every other brand. In trying to get as much info about my future purposes, every single time I go in---all I get from the shop guy is reasons as to why I should consider a different bike. I just want to go in and see/feel the bike I want. I am not there to decide between brands. I know what I want. However, I am interrogated as to why I am wasting money on such an expensive brand when there are so many cheaper alternatives! Plus, I do not want to get the crappy gruppo or kit the shop wants to put on my cervelo. I want to pick and choose what I want. Sometimes I like the team kit option, sometimes I like a bit of personalization tweak. It is always cheaper to buy the whole bike than piecemeal it together. Places like CC would allow you to customize options across various brands with every little item/component. I was not limited to frameset vs RED/RIVAL etc. I could change the crank to match my powermeter or even swap the cassette that comes with the kit based on my current needs. I could even delete the wheels,...because guess what? I do not need another set of wheels! I already have those! I could even decide which kit of bar tape I want or cables I want.Am I going to be able to have this customization flexibility by ordering on line directly from cervelo? And am I going to have to justify my choices to the LBS which clearly favor other brands at different price points. Lastly, I have a great mechanic that does ALL of my work. He is NOT at a cervelo authorized retailer. So, will I be able to pick up my frame/parts at the authorized LBS without having them build it....and take it to my mechanic to get it built? Then why can't I just have the parts delivered directly to my house.

Rich says:Right on Mathew P.!

Rich says:You posters are crazy! LBS's do a lot more than sell bikes! I bought my R3 from my LBS that is filled with people who actually ride also. They also sponsor local races and organize club rides. I searched online, CC included, and could'nt find a better deal. AND, my LBS is there ready to help me with any issues I have. Does your computer do that? The LBS has been a staple in the cycling world for decades, develop a good relationship with them and they will take take care of you. Not to mention find new friends that can always get you stuff "at cost" with thier discounts! They are a business to make money, like every other business out there. I also just purchased new Firecrest Zipp 404's from the same LBS, retail $2700. For me, $2010. No online store or any other LBS could touch that. Why? read above. They did that because I was a loyal customer that knows me. If you know Zipp, they are like Apple, there's no "sales" offered by the manufacturer. Internet sales are killing small business. One big reason our economy is tanking, the demise of small business. Oh, by the way,I took a friend to that same shop and introduced to the owner, just bought his SRAM Red R5 for......$? I'll let you internet shopping screen worshippers ponder that. I'll give you this, it's a sweet deal and will be here Dec. 1st. Oh, forgot, you guys don't like to wait for your purchase. Too bad, sometimes the anticipation is all the fun. I don't care if online retailers are available to all geographic areas! And if you poeple buy a bike only because it's more available, then you are all victims of the Trek Specialized Giant MASS production flood zone of quantity over quality! Touche' ! GO CERVELO, However I can get it!!!

chris mullington says:Sheesh! What a lot of whiners! I can't believe you can't get along with some LBS guy long enough to pick up your bike, go home and make adjustments. What are you? Certainly not dedicated cyclists. Get a Zinn book and some allen keys ya bunch of snobs.

Ed says:Bad move, my LBS is the last place I would go for a bike. Nice guys and all but they would never stock as much as mail order does, and why would I pay more. Another good bike maker will fill the void I am sure so no worries really. Cervelo unloaded a lot of inventory that way that you will not have a avenue for in the future.

Art says:Very disappointed in new retail sales plan. I spent 30 years in the bike biz on wholesale side and can say there are very few LBS mechanics, even those in the 'pro' shops, to whom I would entrust my ride. I once gave a bike to three 'pro' shops to set up and, while considered three of new england's finest, none was race- (or even really ride-) ready and safe. Most LBS are also not suffiently knowledgeable or inventoried to offer a customer willing to spend the money the service and component options he or she deserves.

For example, my sister shopped for an R3 in a 1,000,000+ urban area and was told by Cervelo retailers that she could not purchase the Record-equipped bike she wanted because "Cervelo comes with Shimano." And she had no component options (wheels, h'bar, etc). She bought on-line, selected exactly what she wanted, needed a different stem length, and was shipped one at no charge. The bike was beautifully set up and ready to go. Her husband, looking to get a 2011 Cervelo for himself, found out about the new distribution plan, considered his own experience with numerous LBS, and bought on-line a different, and beautiful $5500 bike witha 60-day satisfaction guarantee.

I understand Cervelo's concern about controlling quality in the distribution network, but, sadly and with apologies to my own former dealer network, the LBS is not consistently the place to find that quality. And if they don't have the size/color/component options in stock to test ride anyway, what is the possible advantage?

The LBS is a great and valuable resource. But it's not the place I would generally go for a race bike.

Alan Belloso says:LBS usually have few items in stock, usually prices are really high. Most of the times, the employees know zip about bikes. I really hate buying at a LBS.

kbbpll says:Next year, you'll order from cervelo.com and then pick it up at the online retailer of your choice.

Matthew P. says:Guys, In the USA--This policy is not new to companies like Giant and Specialized. You can't buy them online either. What's happening is some online retailers are selling Cervelo cheaper than the LBS. Then, the LBS gets pissed off because they have a brick and mortar building to pay for and simply can't do it as cheap. Their local cyclist goes away and comes back only to buy tubes when they flat.So, now the LBS doesn't want to carry that manufacturer anymore. The manufacturer is now stuck with no LBS support for their product. Eventually, the manufacturer will lose sales over time as the LBS will steer new riders towards something else.Cervelo is doing what is called Dealer Protection. Most good manufacturers will be doing this in the future. Online sales are crashing Local Bike Shops. If you want a bike online--go get a Motobecane and see who rides one with you.

Matthew P. says:Guys, In the USA--This policy is not new to companies like Giant and Specialized. You can't buy them online either. What's happening is some online retailers are selling Cervelo cheaper than the LBS. Then, the LBS gets pissed off because they have a brick and mortar building to pay for and simply can't do it as cheap. Their local cyclist goes away and comes back only to buy tubes when they flat.So, now the LBS doesn't want to carry that manufacturer anymore. The manufacturer is now stuck with no LBS support for their product. Eventually, the manufacturer will lose sales over time as the LBS will steer new riders towards something else.Cervelo is doing what is called Dealer Protection. Most good manufacturers will be doing this in the future. Online sales are crashing Local Bike Shops. If you want a bike online--go get a Motobecane and see who rides one with you.

Silaine says:Like most higher end shops R&A doesn't offer test rides on these bikes. Cervelo offers a program however. I hardly think it was because you where wearing MB shorts that they did not allow you to test ride. R&A also offers free fit with the purchase of select bikes. I purchased and was fitted free on my R3 SL from R&A and never test road it. I new what I wanted and this bike proves to be the best bike I have ever owned. Besides what kind of test ride do you think your going to have on a trainer? I didn't think this was a forum to trash local shops.

The real issue is that we operate in a free market economy which allows businesses who have the purchase power, to buy what they can afford. Thus, a healthy profitable business will be able to offer more products to their customers online and or in the shop. A free market economy provides choices for consumers of how they want to purchase and from whom they wish to purchase. If local bike shops don't have the purchasing power to provide there customers with products in shop or online then the consumer shouldn't have to pay the price of not being able to order online or be forced to go to their local shop which they may not like or may not be in driving distance to purchase or pick up a Cervelo or any other bike manufacturer for that matter.

If you are seriously interested in purchasing a Cervelo they offer a test ride program: éRide is Cervélo’s test ride program and has become one of the best received test events in the industry over the past few years. In various countries, we’ll travel with a Cervélo demo fleet to selected dealers during spring/ summer. We offer a full size-run of our key road and time trial bikes – all with the latest top specification. Cervélo éRide is a great opportunity to ride the bikes that the pros ride in your own environment.

Matt says:I know what I want and at the end of the day I dont want to argue with a college student part timing in a LBS on the bike I want to buy. I actually tried to buy a P2c once at TCR in Melbourne and left shaking my head when the guy there (the owner) started talking irrelevant shit with some mate who just walked in and stopped talking to me about the bike. Ten minutes of frustration later I left without making an order. 1 day later a bought a Look roadie on line. I would still love a P2c for tri's but not from him.Online browsing/tyre kicking for bike gear is a pleasure. going into LBS's with limited range of everything sucks ass.Australian dont buy online to avoid sales tax, customs gets that on the way through. We buy online because everything online is around 30-60% cheaper.

Alex says:I went to my LBS w/$4k in my pocket to buy a Cervelo. The not so nice people at R&S Cycles in Brooklyn refused to allow a test drive with "buying a fit package". They were arrogant and rude. Most likely because I was wearing MB shorts and on a beater bike I use for local rides. As a result I did not get a Cervelo then. Later when I went to buy from CCyclist they were sold out of the model I wanted. Now I know why. Real shame you guys do not have anyone over there with forward thinking. I guess my only option is Craigslist.

Chris says:I'll put it this way: if I had been forced to go to my LBS even just to pick up my Cervélo, I wouldn't own it. I'm glad you didn't have this policy in place two years ago or else I'd probably be riding a Cannondale and it blows that you do have this policy in place now. Oh, and as far as 'better customer experience via LBS': My LBS is corrosive to the extent that it's funny. They quote one price when I leave my stuff there and a massively inflated price when I go to pick them up. I don't like working on wheels - to be honest I'm bad at it, but there's a reason I own a truing stand: my LBS sucks.

Drew says:Most of you need to tap the brakes and reread.....You can order online and have it delivered to your house. A LBS dealer would be involved in the process. Cervelo is doing their product, and you, a favor. If you don't live near a LBS dealer, you can order online and you have the company backing the product if you have any issues. If you like using a LBS for the extra things like fit, then you can use that also.

ajpedj says:I have had a Cervelo for 2 years and was interested in upgrading to the R5. I always take on board advice from sites such as Competitive Cyclist and occassionally purchase gear online on many of CC's endorsements. CC (and Others) have always advocated Cervelo as a good product but with the proposed changes there will be little incentive for CC to promote Cervelo so I imagine they will direct Consumers to Other Brands at attractive price points; and there are lots of very good alternatives.

Ernst says:I am surprised at the number of Australians saying they love buying online in the US so they can save the sales tax. Don't you pay sales tax when the bike enters Australia? Or do you get the online stores to put a bogus value on the shipment? Then you're in essence saying you are pissed off at Cervelo for no longer participating in your fraud scheme? That's pretty funny.

Matt says:i am also dissapointed in this. I understand why Cervelo is doing it but I think they may be viewing LBS's through the eyes of manufacturers, not consumers. Shops love premium brands like Cervelo, it makes them feel important. But to the majority of consumers they are so damn cliquey and unfriendly its appalling.I continue to be surprised about how bad most LBS's are at basic customer service....across all brands. In the past 3 years, nearly every LBS I have been into has been staffed by self important pretentious wankers. I would li\ove to keep my money local but they just make it too hard to go in there and leave happy and therefore too easy to go to wiggle or pbk and get what I need (at half the price).The internet has shifted the goal posts are now an educated consumer knows their own cycling needs and desires better than any shop keeper I have never met.Maybe canyon, with their only online policy is the way of the future, time will tell.Makes the P2/P3 I wanted less appealing now that i would have to deal with people I dont like to get it.

Erika says:I bought another brand online, and got nothing but attitude from the online store when I needed to get it replaced under warranty. They told me to do to a normal dealer. so they take the money, but then don't provide the service I paid for. And the normal dealer has no reason to help me. Strangely, the normal dealer DID help me, and even allowed me to change my warranty replacement for a Cervelo. Needless to say, this dealer and Cervelo have a customer for life in me. Sure, I'll buy my books online and sometimes clothing, but I will never part with $4000 again on any of those cr%p online stores. You've got my support Cervelo !!!

Bud Raymer says:I can't believe that a contemporary company, like Cervelo, would make a decision like a 1970's company. How blinded.I have been trying to decide what Cervelo model to purchase. i received GREAT information from Competitive Cyclist. then, when I went to my local Cervelo bike shop, in Salt Lake City, they tried to sell me to Specialized because they said it was the same bike for less money. Obviously they are managing their inventory and not the consumer's desires.

dmac says:Nice try. Stop couching the decision in terms of improving the cusotmer experience when you haven't asked the customer what's important to them. Me, and the friends I know that own a Cervelo, don't need a test ride or the advice some opinionated LBS staff. We're not noobs at this. We know what we want, we're willing to pay for it, and we don't need to be told how we should buy it.Get a clue guys...

Jon says:What an absolute joke!! Buy online but then go to your LBS to pick up?#@*? Gee that really saves a lot of effort and time- not!!. Let me tell you about my experience with the LBS. I took my Cervelo 2008 R3 for a new headset (previous bearings had rusted) - the LBS had no idea about the type of headset needed to replace it - then it literally took them weeks to get the parts and when I finally got my bike back and it there was a huge scratch on the rear derailleur - of course they denied doing it - and here's the thing the headset squeaks. I do all the mechanicals myself now and have bought all the proper tools online. I have taught myself from online forum advice and comon sense - I don't want a bike shop learning at my expence thanks. I buy everything for my bike online. However, there is one thing I do agree with and that is Cervelo does desparately need to improve their customer service. They have become arrogant and If I cannot upgrade my current Cervelo by shopping around online for the best price I will be switching to something else. Australia prices suck compared to the deals that can be had in the UK - I could not afford a Cervelo in this country! Oh and don't ever, ever, ever buy a Cervel second hand because Cervelo won't give you the time of day if something goes wrong - not even advice on a reputable repairer. So if you're thinking about buying a Cervelo think again because the minute you take possession your investment will have imediately halved in value. With Cervelo's stupid warranty provisions and total lack of after sales service no one in their right mind would buy one unless it was an absolute bargain. And lets not be fooled by their limited lifetime warrant provision for the original owner - you pay for this privilege several times over in the purchase price - these frames are made in China for god's sake and the louzy finish on a new frame is further verification!!What a disappointing move from Cervelo - I would like to see their engineers use their intelligence to engage in a little more progressive thinking in supporting their customer / fan base.

Jason H says:I own 3 Cervelo bikes. The last I purchased was an SLC-SL. That will be my final Cervelo. The closest 'local' bike shop is nearly an hour from my house, and does not carry much inventory. On the other hand, I have purchased all of my bike equipment from competitive cyclist and they ALWAYS have inventory and a massive knowledge base. It is a sad fact that when I need a part in a hurry, I most always have better luck having it overnighted from Competitive Cyclist versus waiting days/weeks for something to come in that is NEVER in stock at my LBS. Bad move Cervelo!