Originally Posted by iwantakona
I've worked in retail before. My freind joey use to always say "When someone isn't willing to work with me like an adult I'm not willing to work with them either." also "When their voice goes up my ears go shut." Getting an attitude won't help. Go down there in person and ask them what they can do for you. Let them know how long you've been waiting in a respectful manner and see what they can do. Most people that work at bike shops ride also and know how it is. Then if they can't do anything to help you politely let them know they have lost your bussiness in th future and leave.
+1
If you've been talking to different people on the phone, or someone with poor 'phone skills', you increase your chances of getting jerked around.
Let them know you're coming in to pick up your bike. Say you're willing to take loaner wheels. Give them at least an hour or two to get ready.
When you show up, if the loaner wheels aren't 'ready'. Point to a bike with similar level componentps (your bike sounds like it's probably XTR level stuff, so pick one of the nicer bikes in the store) and say you're willing to take those wheels.
At that point they really have no excuse. They've got your money. They owe you a working bike. They already agreed to try to make things right by loaning you a set of wheels until the ones you paid for are ready.
If this all comes down to them not following up and calling you back in a timely fashion, maybe the guy who's doing the calling back is a junior employee shirking their duties, or they've got a mistake in your phone number on the work order or something. No point going in there ranting, that'll just get people bent out of shape.
If they aren't willing to do what it takes to make you happy once you're there in person, then ask to speak to the manager, explain the situation as clearly and calmly as possible, and ask him/her what is reasonable for you to expect, and how they will resolve things.
If they start making excuses and don't seem ready to resolve the situation right then and there, I'd say "I'd much rather leave with a working bike that I can go ride, but if you're not willing to provide that, please give me everything but the wheels, and refund me the cost of the wheels. I'll go get the bike completed elsewhere."
I don't think that will be necessary though. Anyone in their right mind will see that you've been more than understanding as your bike order slipped through the cracks, and they'll try to make things right. It sounds like you've been a good customer to them. Driving you away and turning you into an anti-advocate for their store is the last thing they want to do.