I was pretty keen on getting something from Harris Cyclery and shot them an email with a question about it. It's a week now with no reply and in looking over their website they discourage any phone calls too.

Now, I'm having second thoughts about making the purchase. I don't want to be left in the lurch if something untoward happens. Any opinions appreciated. Thanks.

I walked into their store and when I came out, my wallet was substantially lightened with the purchase of a number of not inexpensive parts for a bike I was building up. Service was fantastic, with a guy named Elton basically walking me through the store as we rounded up the parts on my shopping list. Like being a kid in a candy store... On the upside, all the crazy stuff I was looking for they had in stock, not "we'll have to order that for you."

+1 for Harris in store service and parts availability.

My fault for not stating rear dropouts/their fault for not asking, but I ended up with the incorrect anti-rotation washers for a Nexus 8sp wheel. I called the number off the receipt and the guy who helped me that day (Elton) sent the correct washers out free of charge same day.

+1 for Harris phone service!

Had a question on a B&M tail light that I bought at the same time and didn't have the receipt handy, so I went to the Harris website. I called the tech number off the website and left a message, sent an email, too. No response--this was months ago and still no word from them. In the meantime, B&M Germany got back to me (not precisely helpful due to language/translation difficulties) immediately, and since Harris didn't answer, I called Peter White cycles (B&M distributor) and received confirmation of the wiring from an employee--I waited on the phone while they physically checked what I was talking about with stock they had on hand.

-1 for Harris email/online phone # service.

I can only praise Harris as many others have for their in-store service and phone follow-up--they didn't charge me for the correct washers and shipped immediately, before I had returned the others. I felt a bit let down that they never got back to me via the phone # supplied online or by email. Because of this experience, I wouldn't hesitate to shop in-store at Harris for some specialty item, but for mail order, I would definitely lean toward Peter White Cycles (no affiliation, only done one order with them).

I bet there's others here who might have very different or even completely opposite experiences.

Make sure you aren't accidentally emailing Sheldon Brown's email account.

BTW- I've been very pleased with the stuff I've bought from there. Mostly Its hard to find fixie stuff.

I've purchased from them online a couple of times. No problem.

I ordered from Harris twice. I knew what I wanted. Service was good.

Thanks everyone for your input. I think I did order a set of NOS Shimano Deore DX components from them years ago but I knew what I wanted.

I think that with Harris, if you know what you want and don't require much after-sales support, then, they're great.

I use Harris all the time.....primarily because of their customer support. I don't buy anything online from them, because I can ride over in 30 mins; but I do call them for help on and off. Whenever I've called, I've got what help I needed.

So +1 from me for phone service. I must point out that I call the shop, not the stockroom.

Elton's a great guy, always seems to have the time to help...even with the smallest purchases.

I tried to buy something from them once and they got back to me promptly, but they had a minimum purchase requirement for shipping to Canada so I didn't buy.

Good experience for me. I've purchased a few items from them with not troubles. I even tried to purchase an item that was out of stock and they responded to my question right away.

I've bought several items from Harris...all online...and been very happy with them. I've sent them a couple of emails and they responded back to me very promptly.

It's true that they don't respond very well to phone calls. In fact, their website states that they will not accept telephone orders. But I prefer email anyway.

Harris Cyclery has probably the most informative bike website there is. +50.

Got my cranks from them. Great deal and it arrived a day early.