At TFM we value your opinion and constantly strive to find a better way. Please tell us what is good or perhaps what could be better. Let us know if you've had a positive or negative experience. Your feedback will help us improve.
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WHAT PEOPLE HAVE SAID
Cannot fault customer SERVICE aNd support offered by TFM Prahran. Whilst my bike was out of action due to a Broken gear shifTer, i was asked if i'd like a replacement bike fOr a long weekend. I was offered a near new demo emOnda, in my size. Not only did TFM give me the bike fOr the weekend, they also configured the emonda to replicate my bikes settings to ensure the bike would fit properly. As my bike was not ready fOr the following weekend due to a delay in getting Correct parts from the supplier, TFM again offered a bike, this time a brand new demo madone. The provision of both demo bikes allowed me to participate in weekend cycling events and complete training. TFM were great in keeping me on the road. their passion fOr all things cycling translates to exceptional customer SERVICE.
Kim 30th November
I'd like to commend the guys at The Freedom Machine in Richmond as well as Trek for getting my bike to me so soon after it was ordered . Great customer service & a friendly banter made wheeling my new Fuel EX 5 29er 2016 19.5 . The guys set the sag for my weight & pumped up the forks to my specified request . I'd like to thank Trek & the designers who imagined the geometry of the Fuel EX 5 2016 29er ! An absolute pleasure to ride , smooth as butter along my local singletracks ! The aerodynamics , geometry , ABP , the handling - everything about this bike is awesome . So , as my first Trek , I'm so impressed !.... I can already see faster lap times for Enduro , maybe the colour helps ? ! So impressed , I ordered the bike on the Monday & on the Thurs it was ready to be picked up already built - awesome ! Especially considering my other dually is absolutely trashed , in the bike shop waiting for all sorts of parts .......( without a mountain bike for two weeks ? - never ).... so researching the Trek site & doing my homework on what I was after , the Fuel EX 5 2016 / 29er seemed a perfect choice for my purposes - cross country , flowing singletracks , berms , switchbacks , big jumps & enduro racing . In real life the bike is even more impressive than drooling over the latest range of Trek 2016 mountain bikes . So , a thank you to the guys at the Freedom Machine in Richmond & a big thank you to Trek Bikes , Otto Davies”
Otto 10th September
It was with some trepidation that I first went to TFM in Port Melbourne because I'd heard they were expensive and a bit elitist. That couldn't have been further from the truth. The regular staff are knowledgeable, friendly and eager to help. They are all avid bike riders who love sharing their passion for cycling. Their prices are good and the service excellent. The Service Centre manager, Joey Slootman, is Dutch trained (with all that implies) and is the best bicycle mechanic I have known in 50 years of cycling. Your bike simply could not be in better hands. Store manager, Lachlan Smith, and his 2IC, Esther Borg, obviously enjoy their work. They love helping people get the best out of bicycle riding.
Ralph 16th July
I have just bought my brand new trek domane 5.2 from sam at tfm richmond. it was a very pleasant experience. I ordered the bike over the phone phone (i new my size) at a really competitive price. When my new bike arrived sam called me to let me know of a fault in the bike and said he would order another one immediately. he even offered to drop the bike off close to home or work to save me coming into to richmond.. When i picked up the bike sam and the team put on all of my components and paired everything with my garmin while i had a coffee down the road. i then got on a wind trainer and sam made some adjustments to the bike making sure it fitted me. he also offered some tips on my pedalling technique which has really helped on the few rides i have done in the last few days. i could tell sam really enjoys what he does. it shows. i would (and have) recommend sam and tfm richmond to anyone interested in getting a new bike. thanks sam
Brian 16th Jan 2015
Hi TFM Port Melbourne,
Just wanted to say a massive thanks to Joey and team for your professionalism and patience in dealing with a recent and tricky Di2 issue.
Between TFM and Shimano, I am now back on the road again and couldn't be more grateful. Having just moved from Brisbane to Melbourne, TFM Port Melbourne has won my loyalty and future business. Thanks again Joey.
Ange 12th November
just picked up my Trek Speed concept 7.5 and it is awesome. had a few troubles to start with but i found the shop staff excellent. i had a few trips back to the store but the attitude was always to get my bike fixed and to get on my bike as quick as possible. i would like to thank the guys in the port melbourne store for a very professional service from mechanic through to store manager and 2ic.
Mike 10th November
To Wade and Emi and their never tiring team, just want to say it was a superb and highly professional day, the entire TFM team's support was much appreciated . . . in fact got quite a few of us over the line . . . am also most humbled at winning such an awesome bike and joining the TFM family. . . and with a bike like there's no excuse not to keep at it and train for next year event :-]
Scott Ballis Oct 20th - TFM/Zagame ATB 2014 Rider
I would like to commend your staff on the service I received in your store last Saturday morning. The female attendant was extremely helpful and engaged my children on the selection of their new bikes. I am a club member across the road and it was our intention to purchase from 99 bikes when we came to Port Melbourne. We did not and instead put 2 bikes on layby, at your store, as a result of the service provided by your staff. You should be aware of the business your staff and their attention to customers can generate. My kids will have a great Christmas with their new bikes.
Peter Calnan Oct 14th
My name's drew and I went into your Richmond store last Wednesday looking for a bike. I was helped by Sam in the store who set me up with a quote so I could shop around for the day. Nowhere else I went to had anywhere near the customer service the Sam did. He recognised my knowledge was limited and helped me to make a good decision. It is for this reason that I purchased through the freedom machine and will probably do so again.
I recommend he be given a one million dollar bonus for his work.
Drew 5th October
I recently decided to cycle with a friend from Melbourne to Darwin but don’t have a huge idea about bikes. I went around a lot of bike shops (some were useless in comparison) but didn’t find any other shops that seemed so passionate for cycling and willing to help a poor lost English guy. The two guys I met in your Richmond store helped me chose a bike and all the other things I would need on the way. They both seemed incredibly knowledgeable and took the time to explain how things work. They weren't just trying to get the most money out of me as they were telling me which items I could go cheap on and which items were worth spending more on.
These two guys really lived up to the company mission statement and company value. The only reason that I will probably not be a lifetime customer is only because I am not from Australia and will be leaving soon. If I was to live here, TFM would be my go-to bike shop.
Peter Kopp September 24th
I can’t recommend Ben’s bike fit service highly enough. After spending a small fortune on different seats and making myriad adjustments, earlier this year I did what I should have done long ago and got a bike fit. Ben did the bike fit for me earlier this year, about a month before the 2014 3 peaks challenge, which provided the most convincing demonstration of the value of a bike fit, in general, and Ben’s work, in particular. Whereas spending 10 hours in the saddle left me feeling pretty beaten up in previous 3 peaks challenges, I rode more or less pain free on the bike that was set up for me using Ben’s specifications. This was a revelation! Also a huge thanks to Jack (TFM Prahran) for taking such care to turn Ben’s bike fit specs into reality. Jack, chapeau!
Sam Wilson August 20th
Top night Wade, you and the team have created a great community around the brand/shop.
Onwards and upwards matey!
Andrew - Tour Night 2014
Ed Note: Please read entire testimonial!
""Sounds about right, I went to this nameless shop about 10:30 Saturday morning to get my new headset pressed into the Trance and have the old one whacked out.
Went up to the guy at the back in the maintenance shop and asked if he could do it for me, and he says sure no problems. I'm thinking sweet, he will do it right now for me as it looks like he is not doing anything anyway, no bikes on his clamps in the workshop, having a coffee and was chatting with one of the floor sales guys in the shop.
He goes to me, "I cant do it right now though sorry". I'm like, "that's fine can I'll just pop down the street and grab a coffee, i'll be back in about 20?". "Nah sorry mate wont be done till probably Monday arvo".
"Really?, Isnt it like a 10 minute Job?", I asked.
"Yeah, but I have other bikes already booked in to work on".
"I'll go somewhere else thanks champ".
Went to The Freedom Machine in Church street, Brighton. Bloke in there, Nick I think his name was did it for me in 10 minutes and was asking me about my changes and the new forks and was telling me about his Orange with Pikes. Good bloke. Ended up spending over $100, new chain and a few bits and bobs.
Thomas11 via www.rotorburn.com
Cheers for your help. The TFM Jersey arrived today.
Looking forward too promoting your shop over in the west.
Andrew in W.A 26th July 2014
have been in the market for a new ride for some time, deliberating brands, options and ultimately budget. SAM down at the port Melbourne store took the time and effort to show me several trek models with different options, even allowing test rides out of the store. settled on the domane 5.2 and haven't looked back. was back in there the next week buying my 4 yr old her first big girl bike. awesome service, great expertise and a real pleasure to deal with. thanks Tfm port melbourne and an extra shout out to sam for all his help.
Darren 25th July 2014
Just thought I would let you know that I had my bike fit I won at the Femme Vitesse in Richmond and ended up buying a new bike at TFM Port Melbourne! I bought the Trek Silque SLX and what a beautiful smooth bike. For 12 years I have been riding a Cannondale that has not been fitted correctly. Lachlan and the guys at TFM were professional and really looked after me. I would absolutely recommend a Bike Fit at TFM to any cyclist.
Karen May 21st 2014
I attempted 3 peaks on the week end and wanted to let you know how wonderful your staff were at the event. Everyone from TFM were very supportive and encouraging but 2 guys in particular (I didn’t get their names) helped me get further through the ride than I thought I would. I even presented them with the unusual request to repair one of the braces I wear on my feet (from a previous spinal cord injury) which was repaired immediately and without question. The same guys after the ride took the time to find me and congratulate me on my efforts even though I didn’t quite finish!
Peter H - 3 Peaks 2014
Hi Darius and Joey
I just wanted to thank you guys for being so brilliantly supportive to me and my riding buddy Doug on the three peaks last weekend. (we were the Scottish guys who had two punctures early).
Without your mechanical support, humour and encouragement, I would not have managed to complete : I finally beat the clock with just over 10 minutes to spare – yeah ! Thanks also for your sneaky drafting support after we changed the tyre after the second puncture and the energy lollies !
Once again, thank you very much - I vowed never again but we are already starting to talk about giving it another go next year (ouch).
You guys rock !
Donal - 3 Peaks 2014
Hi Joey and Darius
I was the little red lantern hanging on the back of the Three Peaks ride last week and would not have made it without you. Your help with my tyre change at the bottom of Tawonga was just the beginning! You kept me going all the way along. Your encouragement at Omeo got me to Anglers, which was all I needed to tackle the back of Falls.
I made it back with 15 minutes to spare! I came in at 12:45 to a big cheer from a great crowd.
I definitely would not have done it without your support. Thank you so much for everything – the tyre change, the snakes and the shouts along the way – you guys rock!
Francesca Boase - 3 Peaks 2014
I just can't say enough for the great motivation given by TFM staff along the route to not just myself but to many other riders that I saw.
Well done to TFM.
Robert - 3 Peaks 2014
TFM is certainly only one of the few bike stores I’m impressed with . The whole Australia bike shops should get along with the times like TFM is. TFM is currently a trend starter in Australia , but compared to numerous bike shops I have been to over in ASIA, Australian bike shops are still way way behind in concept shops, designs, flexibility , stock range and most importantly, customer service and competitiveness .
I did three peaks last sunday, and snapped my right speedplay cleat at Harrietville. After attempting to tie my foot to the pedal with a plastic garbage bag I climbed over Mt Hotham and limped to Dinner Plain.
The Freedom Machine mechanic at the lunch stop was awesome. Nothing could be done about the broken cleat, but he dug out an old toe strap that just about held everything together. All complimentary, no charge.
Just wanted to let you know that I did actually manage to finish, in 9 hrs 45 minutes. Couldn't have done it without the toe strap.
Peter - 3 Peaks 2014
One Happy camper!! Thanks Wade and Lachlan....LOVE my new Domane
Samantha Winter - March 8th 2014
Hey guys, just wanted to rave about the great service from Nick at the Richmond shop. BB has never run better.
Mark Veg Rycroft - February 20th 2014
Finally got to take my new wheels for a spin! Nothing is going to wipe the smile off my face! Lachlan you're a gun! Thanks so much for all your help and ensuring I get the perfect ride! I LOVE IT!!!
Emily Connelly - February 16th 2014
Very professional and effective customer service by the guys down at TFM Brighton in Church St today, immediate advice & transaction during peak hour lunch break at 1pm on Wednesday.
Thanks very much. Good team, good shop.
Regards Rob Crowe - Ridewiser Director
Rob Crowe - 4 December 2013
Blue is the new purple (in reference to her new Madone 3.1), well at least for now thanks to Scott at TFM, Brighton.
Thanks also Scott for your tips on how to slow down the boys.