I've been searching for two road bikes for my sons for several months. I've been looking at local bike shops as well as Bikes Direct. Bikes Direct had the best value by far, so I ended up purchasing two Gravity Avenue bikes for my sons for Christmas. Unfortunately, both bikes arrived with multiple scratches on the paint, a broken shifter on one bike, and a bent front dropout on the front fork of the other. Here's where the superior customer service comes in. I exchanged emails with Larry, providing pictures of the issues. Received a response the same day (within one hour) with a resolution, replacement parts, and tracking info. Even though the bikes were a bit beat up upon arrival, the superior customer service provided will drive me to purchase my next bike at Bikes Direct. Many thanks Larry!