I received a bike with hidden damage. I shot an email to Bikes Direct and received a response from Larry in customer service the very next day. He proposed a solution that was very fair in my opinion and I'm a happy customer. It's really tough to give truly great customer service when you are dealing with a low margin, bulky product like a bike, and Bikes Direct did a good job in my case. I'm impressed with the product, price, and customer service.