No parts and tried to upsell a 1.3k replacement for a $20/30 part. Went to get my bike a tuneup. Was ok to spend $200/300 on that if needed. I have a 5 year old giant defy advanced 1 with ultegra setup. Decent starter/medium bike. First thing the owner said when I came in was no we don’t have parts for that. Interesting as they could’ve put on their website, please check your bike with me before wasting your time to come all the way over here. I actually did cuz yesterday I called after I made the appointment and mentioned the type of my bike and the guy said come on in. Because of delays due to covid there is a big shortage for bike parts so that might be completely honest comment but yeah to make the comment straight after looking at bike was a bit of a surprise. He did take the effort to take a look at the bike and said I needed rear brake pads on my trp spyre mechanical disc brake but he said he would not be able to get the parts for it. Since brakes are kinda important I said well I need brakes and what are the alternatives? So we got talking about replacing it with a hydraulic dura ace brake kit that costs $1.3k. It was nice of him to entertain that thought but if this would be a more practical place he should’ve said well ya know there could be also some after market pads that could work. After a quick google at home I saw that the standard Shimano b01s resin pads fit on my disc brakes apparently and pads are freely available online for ordering and cost about $20/30. Of course in a city where housing is so expensive and 5k+ bikes are normal, getting up sold on a lot of stuff is evidently normal too. I think they probably have a really good mechanic and they probably will deliver a good quality tuneup but after hearing the guy go on about the dura ace brakes I thought hmm probably better off somewhere else. So if you’re like me and just need a decent/good tuneup instead of the super high end it may be better to look elsewhere.

TL;DR: Rude, derogatory customer service and horrible communication. The full story: I'm a decent home mechanic, but made an error with internal routing and don't own the special tools to repair that mistake. Brought my bike to Enroute after asking Giant for service, but being turned away because their wait time was greater than 2 months. First problem was trying to book an appointment for custom labor - they have no option for this on their website. I e-mailed to clarify that the service was offered and they told me to book the generic "comprehensive tune up" appointment, which I did. When I showed up to the appointment to drop off the bike, the mechanic/salesperson greeted me with "tune up?" which threw me off, given that I had been e-mailing back and forth several times. I clarified my issue and asked how much it would likely cost. He said it would likely be 1-2h of labor (at $100/h) + parts which seemed fair. 2 weeks later, I received an e-mail confirming my bike was done with a charge for 3.5h labor + parts (totalling $400). I had never been contacted and had never been contacted about this discrepancy ($200 more than what I had been quoted). When I explained that I had been quoted for 1-2h of labor, the head mechanic then proceeded to accuse me of damaging my bike severely and tried to mansplain how much work it had taken him to fix the issue. He told me I should be thankful that the service was complete because "not many shops work on this kind of thing". He also told me that the verbal quote I was given when I dropped the bike off was irrelevant because "there is no way it would take 1-2h" and "that's just what that guy said". I was offered no apology and after I asked again about the cost, he told me "why don't you just go test out your bike". I was disgusted with my experience and will never go back, nor should anyone else.

Unacceptable negligent service and lack of communication. This bike shop did some work on my bike. In the course of their work, they didn't even notice major glaring serious safety issues and defects with the bike, for example: my front rim was for disc brakes only, my carbon fork had a crack in it, among other issues. They sent me along my merry way, not even pointing any of these things out to me (even though I had expressed concerns about the state of the bike from craigslist). Because of this, I didn't even know my bike had serious safety issues for over a year, before I went to another bike shop, whose staff were dumbfounded at the safety issues upon an immediate look, without even doing any service. I could have been seriously injured. On top of this, I tried to give the shop a chance at addressing my concerns, but they said they would look into something and then never followed up. The manager also interestingly pointed out that their shop charges more because of their 'meticulous attention to detail'. It seems that a shop that can't even spot glaring safety issues on a bike when it does service has anything but attention to detail. It is no answer that I did not pay for an apparently $200+ inspection for the service person to catch apparent safety issues that could result in someone's injury or death. Other shops caught the issue without even doing any service, let alone a $200+ inspection for 'meticulous work'.

Let's just say less than honest. Shopping for a new Ultegra groupset online on a Sunday and came across this outfit. They claim to have exactly what I'm looking for. Website says "all parts are in stock now! Proceed to checkout! " And "two to four day international shipping!" So, I'm thinking if I order this now I will have the parts no later than Thursday, I can build up the bike and ride it this weekend. So, Enroute hits my credit card for the full amount right away, then starts in with the emails. First one says ehhhh we don't actually have the crank you ordered and paid for...but we will soon! Next one says ahhhh, we don't actually have the rotors that we said we had and you paid for, but we do have these more expensive ones! Send us more money!! Third one says I owe them another $84USD without explanation. Send us more money!! Ultimately I did get the parts (except the rotors) but it took nine days instead of the promised two to four. Basic bait and switch. So, buyer beware, don't count your chickens before they hatch, if it sounds too good to be true it probably is, etc..

I was traveling to Vancouver for vacation and was fortunate to find information for a night hike up Grouse Mountain off the Loden Hotel website. I was only in town for two night's with my boyfriend (who had just run the NYC marathon the day before) and thought this could be an interesting, different way to see the city. Well, we were not disappointed. Sebastian was a great guide and we were lucky to have his work colleagues, Tommy and Suzie join us. The weather held off just long enough that we had a dry hike up the mountain. The terrain was pretty steep and challenging, but we were rewarded with superb city views and a refreshing beer at the top. I think our time was a respectable 1 hour and 20 minutes (in the dark, with headlamps). I would 100% recommend Musette Tours and if you or friends are traveling to Vancouver and looking for some adventure, this is a must do!

Very disappointed. Went to the cafe once, coffee was ok and bakery food was mediocre, but figured would be okay to service my bike. Called ahead and automated message made no mention if an appointment, so I walked my bike in. Was first told rudely that they’re appointment only, and when trying to set an appointment, was provided no help and was rudely told they “didn’t service my kind of bike”. My bike is a typical road bike, so I assume it had something to do with me rather than the bike. Disappointing that my local bike shop was such a let down. Don’t know why their description mentions servicing all standard bikes when they clearly don’t.

I had the pleasure of recently going with Sebastian and Julian on a night hike up the BCMC with a few friends. I've been up Grouse Mountain several times before but never at night so it was a great experience - you notice the surrounding noises much more and it's not often you experience the darkness like this while out hiking. And the reward of seeing the city skyline all lit up a night was well worth it. Both guides were knowledgeable and you always felt comfortable with them as they geared the hike to my pace. Would highly recommend this experience both as a local and a guest to our beautiful city.

Just went in today to poke my head into en route as they carry the a new brand “Pas” After entry (as the door was open) we went to take a look at the new merch and then we were suddenly we were disrupted by (what I assume as the owner?) who said that they are closed and made us feel very bad for coming in After leaving we said that since the door was open we assumed it was open and (what I assumed was the owner) yells “the hours are on the sign” Due to the ego and lack of customer appreciation I will not be shopping there again after being a loyal customer for 3+ years

If you're a cyclist visiting Vancouver and want to get around by bike, I highly recommend musette tours. With race pedigree tour guides carrying excellent local knowledge that will show you an fantastic time! Sebastian was very professional and accommodating ensuring that the pick up location was as convenient as possible, always ensuring that I was always riding in sight & safe (not being on the wrong side of the road). Their fleet of Pinarello Gan-S bikes was refreshing to ride on. Keep up the good work guys I'll certainly be back for more!

If I could give zero stars, I would. The customer service was very disappointing. I went back three times as I had appointments to be told hey were too busy, they took walk ins over my appointments. The bike mechanic told me there was two major things wrong with my bike but needed another employee to explain what was wrong to me, why couldn’t the bike mechanic explain it? I confronted the manager about my experience and he told me if I wanted good customer service to go elsewhere - that is exactly what I will do, thanks for the advice :)

I was in Vancouver for a business trip end of Sept, and I had the chance to experience a ride with Musette Tours. Everything was great!! From the guide to the top notch Pinarello bike and of course the amazing playground. It was just amazing to be able to climb Cypress right after my business meeting. Seb, who is former pro cyclist was just 5 stars!!! He showed me the best hidden roads around and gave me really useful advice on training. I would definitely recommend the experience and I'm looking forward to come back for another ride ;)

If you're looking for a top of the line experience on a road bike in Vancouver look no further! Musette tours are fantastic! It was super easy to set up a ride via email and text, and when I showed up a jaw dropping Pinarello F10 was waiting for me! Aimee my tour guide took me on a perfect ride - it was everything I asked for - gorgeous scenery, checking out all the different parts of Vancouver, and not too much climbing ; ) I hope to be able to go for a ride with them again soon!!

We joined Musette Tours weekly all level welcome ride last Sunday. The lead rider, Sebastian, took us to the famous local riding route, Horseshoe Bay. Sebastian is a very experienced guide and will make sure everyone in the group is comfortable with the pace. And if you are a strong rider, he will make sure you had fun, too. Very awesome riding experience with Musette Tours ride, and don't forget to enjoy the awesome expresso and light meal that Musette Cafe offers.

I ran the Tour of BC with Sebastian Salas and he took care of everyone on the Tour. In addition to that he also helped prepare the guys for HauteRoute 2015! Friendly, safe and intelligent riding. If you are just visiting Vancouver or have a group outing you'd like to do, he knows every road and the best available routes to bike to make your experience the most enjoyable.

Pretentious staff who look down their nose at potential customers that don't have the newest or fanciest bike. When booked the appointment online they called straight away and confirmed would be able to change tyre however when arrived in store it turns out they wouldn't. What a total waste of time. Wish they had of just said this on the phone call. Avoid!

I did the 2015 Tour of BC with Mark and Sebastian and it is by far one of my favourite cycling experiences. The ride is as fast as you need it to be and covers some amazing parts of BC. The support and accommodations were great and the scenery is beautiful. Imagine the best ride ever with some good friends and this is the Tour of BC.

The Musette tour teaming was wonderful and extreme accommodating of my week in Vancouver! The Pinarello was superb and I was never left wanting for more bike. The pickup and drop offs were very smooth and easy, the routes around Vancouver and on the Sea to Sky were extreme scenic. Will not hesitant to rent from again!

I found this shop online in 2023 and keep buying from them every month. They offer a wide variety of upscale cycling brands with decent prices, discounts, fast shipping, and most importantly, great customer service before and after the transactions. My special thanks to Sebastian for his impeccable customer care!

Outstanding customer service! Fixed my bike up and was a reasonable price compared to other places. Gave me tips on how to maintain my bike too! Had a coffee while I waited, definitely quality stuff. Going to come here often since the starbucks is now closed. A great addition to the neighborhood.

I was looking to rent a carbon road bike and head to North Vancouver to do some climbing. Musette booked me with a private guide who gave me a fantastic riding experience up to Cypress. Will definitely be booking with them again! Service was fantastic and great communication.

Terrible customer service, I had asked about a refund or a credit on a pair of socks that did not fit due to the incorrect sizing chart. They offered a discount but it was their fault for not having the correct sizing. I’m disappointed they did not help with settling this.

Don't use these guys for international purchases. They advertise products but do not fulfill the order. First they ask for a large shipping fee (after the website advertises free shipping) then the item is out of stock and order is cancelled. Very poor customer experience.

Shout out to the mechanic that helped me sort my fork out early on a Friday morning instead of eating his breakfast. Super meticulous and spent the time to get it perfect even though they were swamped that day. I 100% trust these guys and will be coming back from here on.

I've been to Enroute for a few services now, and each time I have left very satisfied and happy. They have done my wheels, cockpit and general maintenance. Top notch customer service and quality work done in a timely fashion. They also have great coffee and snacks.

Sebastian from Musette Tours was a great person to show me around Vancouver on arguably one of the nicest road bikes ever! He was very kind, flexible and accommodating and an amazing cyclist and athlete! Really enjoyed the experience and I will be back!

A nice boutique bike service center on the West side. Some seriously nice kit, a good supply of bike consumables and a nice clean/professional shop. Coffee & baked goods in the other half of the store are sweet too. Highly recommended. …

Musette was great to work with from helping find a hike that met my interest and skill level to modifying it when the weather didn't hold out as well as we had hoped. Sebastian was a great guide! I really enjoyed chatting during our hike up

On the advice of a friend I booked a service appointment at Enroute for my road bike. In the booking I provided details on my problem (Seized Front Deraileur) including photos. When I arrived the mechanic determined with just a glance that

Our Organization World Bicycle Relief recently did a 3 day event with Musette Caffe and Musette tours. The staff could not have been more helpful or thoughtful. Every single one of them. Special thanks to Musette Tours who guided our group

I am very disappointed with the attitude and service of this company. My tour was cancelled unilaterally 2 days before my trip although I booked far in advance. When booking, before anyone was willing to answer any questions, I was first

Superb service and great bikes. I had a unrecoverable mechanical - totally my fault, tried to move the saddle and didn't tighten properly. My saddle came off on a ride and a part of the assembly fell somewhere I couldn't find. At 6:30 in

In the last years I’ve spent close to $1,500 in this store on bike kits. For my birthday, my wife bought me the wrong sized socks. I’m very aware of the strict returns / exchange policies at bike shops and running stores. I Made a very

if u looking for shop with attention to detail when they are working on ur bike or getting new components , Don't hesitate to call them ,u not going to be disappointed 5 stars on all services Thanks to Sebastian and his crew !

Having nice products to sell retail, it's only part of the equation. Customer service, honestly and integrity is far greater, especially these days. If they stared to serve humble pie I'd re evaluate.

This is not only a super convenient coffee shop to visit on your bike with the convenient bike rack out the front. But the coffee also tastes great. Will definitely be back next time I bike past

***UPDATE*** My review below was addressed in a timely manner and they credited a portion of my rental. I really appreciate them owning up to their product and they promised

Good service, excellent technical advice and they stock some hard to get Shimano specialty parts. They also stock high quality Wera bike tools from Germany. Very impressed!

Appalling customer service. Your techs attitude is a problem and it's killing your overall vibe. Shocking this is allowed to continue

I’ve put a deposit for a frame. When came the time to get the bike delivered, the owner started to ghost my e-mails.

Lovely local spot to get a cup of coffee while your bike is getting serviced.