Google Places result · Sports Basement Novato

I rented a BMC URS 01 ONE gravel bike for 10 days and had a blast. The rental booking, pickup and return process was simple (just note you can’t book for more than 9 days on the website, so the store suggested I booked for 9 days then modified it in store at pickup) and the bike itself was well maintained and coped admirably with everything I threw at it.

In business, as in life, things don't always go smoothly. This is when service is truly tested. It is easy to smile and take payment, but it takes true professionalism to recover from a problem. In our case, a reservation for rental equipment we had made was not delivered. At many establishments, the standard response would be a shrug and a refund. That, however, is hardly a solution; had we wanted to keep our money, we wouldn't have booked the service in the first place. Luckily, Basement Sports is not like most places. The employees here went out of their way to find a solution, honoring our reservation and ensuring we left with everything we had ordered. We were so impressed by their dedication that we felt compelled to purchase a few additional items on the spot. In the process of fixing a mistake, they turned a potential failure into a triumph and won our continued loyalty. As ordinary consumers, we are not paid or compensated in any way for this review. We value businesses that know how to make things right.

My bestie needed his skis waxed. I dropped them off at the Ski Dept to EDDIE & I’m sure glad I did. So many folks out there claim customer service is dead, lacking & a thing of the past. Not so! Sometimes there’s a shining star that stands out so brightly you cannot ignore it. EDDIE IS THAT STAR ⭐️ From beginning to end of the simplest transaction, Eddie displayed knowledge, elite friendliness, professionalism & just someone you’d want to be around. I was so impressed that when I returned to pick up the skis a day later, I was disappointed it was his day off. But no wires, the staff in the department had Eddie Junior vibes in personality & skillset!! I began asking each employee one-by-one “Who trained you?” Each answered Eddie! No surprise this is the most engaging & personable staff I’ve seen in ages!! They’re so awesome you’d think they work on commission! I highly suggest meeting Eddie the next time you’re in Sports Basement. My personal opinion is he should branch out his talents, start a business in bringing back customer service by training staff at companies and set the bar. He’s THAT good! What started out as a favor, a task, an errand for my bestie morphed into my 5th ever Google review for very good reason. Make Eddie the social norm in business service & your business will THRIVE!

Sam and the guys at the bike center are amazing! Super helpful not only with our original needs (repair) but with knowledge in possible upgrading our bike options. I would highly recommend asking for Sam! He knows his stuff!

Bike repair by Sam was awesome, not only did he replace the brakes same day but he noticed the fork needed replacing and found parts on Amazon and EBay writing the link in the repair notes! I was very impressed by this top tier level of customer service. Thanks!