You guys are too damn easy! First of all, if someone told me that my bike would be fixed at such and such date, then it damn better be fixed and ready to be pick upped. If not I would have expected a call or a message saying they were having a delay getting that part. A customer shouldn't be the one to be begging for news about the status of a repair it should be up to the repair department to supply that information....come on it's just good business besides courtesy. Plus if the repair hadn't been done, without a phone call update then I would have demanded a financial percentage compensation off the repair costs. That is the only way that companies or bike shops or any other business will get their act together. Especially if it came off the repair person's paycheck, you better believe the next time your repair will get done in a timely manner. I'm not talking about raising or shouting your voice or using profanity for emphasis, I'm talking having a conversation about what's only fair.
I hate to hear stories like this, in addition to hear how it was handled. I use to work in retail and was in management and I refused to be less than professional to my customers. If a customer of mine came in because one of my employees made a mistake you better believe that I would bend over backwards to makeup for that mistake. I would first apologize for my employee and then I would make sure that customer walked away with a smile on his/her face when she/he left with something I would compensate him/her for their trouble of an extra trip. It could be my business card with a 10% off the next purchase or gift certificate. There is no excuse in business to be less than professional and bending over backwards for your customers, who by the way is your business regardless of what you supply, service or products.
If you let people in business that work for you off as easy as you two have done that same business will do it to you again and again not only to you but to everyone else.
I for one will not stand for poor service, I don't want to hear any excuses, I would have gotten my bike and gone to another bike shop, right then and there.
I have to tell you I have gotten treated like I expected every time, especially if the business failed to perform. I would have let them know and demanded compensation which I convince them to see it my way, which was only fair. I wasn't after a free lunch or any free stuff, but what I was after was respect as a customer and a human being, and not to have gotten that, I would have been "dismissed", like trash that's been discarded. No one whether a customer or any one should be treated like that...ever.
After the fact, whenever I went back to that same business that failed me but they made up for it, I got treated like a king only because I didn't hold any regrets or shoved that history back in their face. As far as I was concern it was a new day, and I let them know that there were no ill feelings. That's what it's all about is mutual respect, which is only fair and good business practice.

Regards,
David