Kind of sucks that I turn to BF for this but felt it should be known...
I have a set of Easton wheels for which I needed to order some parts. I first called Easton directly in US and they said they could ship me the parts without any issues but recommended I try the CDN distributor first since it might save me some shipping costs. The CDN distributor is Outdoor Gear Canada, they don't deal with the public directly so I had to go through a local dealer.
Bike Depot was the most convenient location for me so I gave them a call to find out what the cost would be on the parts. I left them the part #s and descriptions and said I'd call back so that I wasn't interrupting them at that instant moment. I called back in a few hours and was told the bike parts are not in the catalogue and that they would call the distributor the next day as they were now closed. In terms of time lines, I initially called around noon and said I'd call back in 2 hours to which they said great, I ended up calling around 4-5 PM... don't want to judge, but they probably could of called the distributor the same day if they knew I would call back. Regardless, I told them I'd give them a call the next day and had no hard feelings (after all, it's a busy time of the year right now for bike stores and I forget things, so they might have forgotten as well).
I called them back today and they told me the distributor doesn't carry these parts, that they only carry complete wheels. At this point I obviously understood I wasn't going to get the parts from them but I still asked whether the distributor suggested anything I could do, the store responded "maybe get them from US".
Initially I was not to impressed that a distributor and wheel manufacturer would leave its customers without anywhere to turn to if they need spare parts (things do break down). Then I decided to give OGC a call to verify and get their suggestion for what to do... I called them, provided them with the same part #s I gave to Bike Depot and was told they have these parts, all of this took me no more than 1 minute.
Yep, I'll be going to a different store.
I'll finish off by pasting a quote from Bike Depot's website and let you be the judge if they walk the talk:
"The one aspect we did have control over was the quality of our service. The mandate of the store became simple--every customer is to be treated like a family member."