Phone calls regularly go unanswered. I showed up to have about a dozen reels serviced. I showed up during the store hours and there was a sign on the front door stating they were closed for a meeting. How unprofessional can an organization be??? I took my reels to Daiwa, and the service professional agreed to take care of them. Daiwa Corporation has become a superior product these last 10 years, and so has their customer service. read more

You can't ask for anything better! I bought an expensive spinning reel and neglected it for 3+ years and I took it to them and for just a bit over the price I would have paid to get this reel serviced I got my old reel back in perfect condition. I don't know what these other guys are talking about here about their bad customer service or having to call somebody when you get there etc... but I went straight through the door, met a Kevin who took care of me right away exchanged jokes about the reel (I thought it was a joke but he said "this is still decent" lol I said "hell naw") lol and although the paper said it'll take 2 to 3 weeks. I got mine back in two weeks and a day. Outstanding company! I'm glad I got this ridiculously expensive reel... BECAUSE I LOVE IT! read more

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Big ShoutOut to Pablo for the amazing customer service!! Went way above and beyond to make things right to get my order to me!! Thank you and much love. read more

Couldn't express my gratitude the way I wanted so I'm writing a good review, as I received service that went above and beyond from the techs working customer service. I sent my conventional reel in for a service a couple weeks before a 2 day tuna trip. The day before the trip, I find out that it hasn't even been assigned to a tech yet (service turnaround estimate is 2-3 weeks so it's my fault for waiting last minute). I planned to pick up the reel anyway and had the intent of just asking for service advice so I can try servicing myself, if the fix was simple enough. I get there right before closing, and explain my situation. The tech then finds my reel, opens it up on the spot, and was able to service it just so I can be prepared for my trip the following day! Must have been a simple fix, but that was something they didn't have to do for me at all - he even stayed a bit after closing to get it done. Will be buying Shimano for all my reels from now on! read more

Buyer beware. I bought a pair of indoor cycling shoes. I tested them on my Peloton and they started slipping in the heal right away. So, I returned for a smaller size. They rejected the return saying you can't try them. I understand not wearing shoes outdoors, obviously. But other shoes I have bought, they say test them inside on carpet. Shoes I have bought at bike shops say clip in and try them at home and see if they work. If not, bring them back and they will get the right size. I am glad Shimano has now paid to ship them three directions. Seems like a great business model. Lesson: buy from a reputable bike shop and not Shimano direct. read more

What a wonderful experience I had taking care of an issue regarding my son's Shimano rod. I felt badly for my son as he had just bought the rod at the Fred Hall show so I drove down on my lunch break. Upon entering, I felt a little out of place going down the hallways and turning this way and that. First, Isaac was very patient when listening to the issue, then Dan called to let me know the details and how they were going to help. Every person I encountered, including this fellow on the bike opening the door and explaining they were remodeling was incredibly courteous and kind. Everything I heard about Shimano's customer service was right on! I am definitely a fan of them which is great because my son is as well. read more

Shimano North America Bicycle - Taking a picture to prove to my son I actually went... - Bikes Near Me - Irvine, California

Absolute worst customer service. They closed the walk in service center and put an automated phone number to call. When you call you will sit on hold for over an hour. Sometimes they answer sometimes they don't - good luck. If and when someone answers, they will then ask you to ship your reel to them and it takes 3-8 weeks to get it back. How pathetic read more

10 me mandaron en menos tiempo que cuando ise la horden..los cables salieron perfectos

Have you visited the offices of Shimano in SoCal? I have! One of Lance's bikes hangs prominently in the lobby, as well as a nice variety of other icons to cycling. While visiting one of their booths at the Sea Otter this year, we were guided over to the main bike demo booth to try: THE NEW DI-2 ELECTRONIC DURA-ACE SET!!!! Sweet! (it's good to be me...) Wow. Soooooo smooth, so simple, yet soooooo technically ahead. You have buttons on either side similar to manual, but you just click the buttons to shift (like mouse clicks) and they shift 30% faster! Auto trimming too (but I am not technical enough to understand the significance of that yet...). Also fantastic is the rechargeable battery pack, making everything weigh just 70 grams! (more than the conventional set) Oooooo, you elite roadies and tri-people have GOT to test ride this!!! What quality products come from the peeps at Shimano. read more

Left on hold 3 times trying to ask a question about a fishing reel. They didn't even know how to get someone from the fishing department? In person they were great but need work on their phone procedure. Getting a little bit better on the 3rd attempt. read more

Shimano North America Bicycle - Bikes Near Me - Irvine, California

Twice now l...I've received the most excellent service from the customer service department for Fishing. They aren't trying to gouge you at all in service. They make sure you're happy. Can't say enough about them. read more

Our encounter with Isaac Martinez was exceptional. We had some challenges with our shimano fishing reel and met the shimano team at the Fred Hall show in Long Beach. Isaac spent time with us and taught us how to service as well as maintain the equipment. We then dropped off the product at their facility for service to his attention. He turned the reel around quickly and returned it within a week. He was friendly, helpful and possibly the main reason we continue to purchase products from this company. Great job! read more

Best customer service once again in the Fishing Service Center. Big PROPS to Dan. He was an expert on fishing and knows how to treat a customer.Thank you Shimano! read more

Thanks Shimano for come back to life my reel. Really good company, with exellent service team. I sent my reel for service, they work fast and professional way. Reel look like new, thanks. read more

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I have been buying their products for 40 years. Everyone talks about how great their customer service is but they have NEVER helped me. Last time it was a Torium 16 handle. "We don't fix that". Today it is a terez rod with a broken guide. "We don't fix rods here. That broken guide is a Fuji problem. Take it to a tackle shop and it's a $15 fix". "If it were broken in half..." I should go break it in half and bring it back. I called all the local shops and that guide has to be ordered. On my dollar! So much for lifetime warranty on a $300 rod! read more

I've dealt with Shimano fishing services three now, In the last 6 years, they have some of the best customer service I have ever dealt with, this is why I will continue to buy Shimano products, they have stood by there warranty all 3 times and have fixed and even replaced the reels I have had trouble with, 3 years ago I had a Calcutta that was making some weird noises when turning the handle and I took it in and left it for repair, 2 days later I had a brand new reel in the mail, just this Monday I took in my thunnus 12000 because the line clip holder fell off of the spool and the next day I received a call that it was ready for pick up, I have also took in a a rod that broke and it was replaced within a week, so I have had nothing but great experiences, read more

Well I work in a bike shop, and received a few bikes with the Nexus SG-3c41 3 speed hubs. They were only shifting 2 gears on both bikes. We spent a lot of time trying to fix the problem since one was sold already. We contacted the bike manufacturer and they sent us a new wheels. Again they did not work correctly. So we try to call the hub manufacturers, Shimano and a Mr. Robert Plumb, attempts to trouble shoot the problem with me and I try everything I have before and still to no avail. So after awhile I just say we need to warranty these. He states that it is physically impossible for those hubs to be defective. So Shimano's are so superior that they never have one problem with their products? I don't think so, I have seen many of their superior products not work, just because. So they won't warranty their own defective products. Well there are options out there and we won't be using Shitmano parts on anything we build. You need to learn customer service skills from the SRAM. read more

Shimano fish rod warranty sucks! I brought in 2 rods that had guide issues and they flat out said they don't warranty guides. When you pay a lot of money for rod and they "sell" you on the warranty you should honor it. My rods both had factory defects due to poor manufacturing. No more Shimano for me. Employees should not reek of cigarettes either. read more

WORST CUSTOMER SERVICE EVER! I came in on 2/1/18 to service 2 tac 8ii 2 tac 10ii Trini 16a Curado And since the tacs are consider premium reels the turn around time is 48 hours (2day) and for the trini and curado is like 10 days or so... I planned a trip Mexico trip from the 2/8-2/11 thinking my reels will be done by then and That gave them exactly 1 week for them to finish so i can go on my trip. When I called on the 2/7 asking for my reels they said they haven't started working on it yet. Now I'm really mad since I can't make it so I cancelled it and took a lost. They ended up calling me on 2/13 saying my tacs are done and that my trini and curado won't be done til another 10 day. So I saw no point of me driving 40 mins there and 40 mins back just to pick up tacs and come back again 10 days later to pick up my trini and curado. So when I came in today they gave me an attitude right off the back When I was asking about rod questions. Now I'm not in a good mood. And when I ask them about the 48 hour turn around time for tacs they said oh there's only 1 guy that works on tacs which is an Asian guy to the right of the cashier and he was the one that started giving me an attitude and knowing that a lot of people fishing talica why don't they hiring more people to work on them and gave me like a really bad attitude thru the whole convo we had. And that being said he said why didn't you tell us you were going to Mexico next week and we can "try" to finish your reel by then. Well I told him isn't there a 48 hour turn around for these reels... And am i suppose to tell you my whole life story of what I do? I bought these reels thinking my reels will be serviced in 2 days.. not almost 2 weeks... And now the rod warranty are so ridiculous it's only 1-2 yrs warranty and they don't replace it on the spot they ship it out for inspection and give you a call few days later saying what happen and make you pay now when everyone is here trying to replace a rod to fish the next day. And when you pay it takes about a week for them to ship it to your house from the east coast. So that being said it's time for me to sell my shimano gear and switch to DAIWA, ACCURATE, AND PHENIX SINCE THEY HAVE BETTER CUSTOMER SERVICE! I've owned daiwa and accurate reels and rods and they have the best customer service ever and when said limited life time warranty on their rods they will inspect it on the spot and replace rods on the spot with no wait time. So goodbye shimano you have lost a customer's and many more when I tell my friends and family about your customer service read more

So upset with how bad customer service is. I have over 6k in reels that need to be serviced. I drove 3 hrs to their facility just to have them say they can't take my reels. They made me ship them. Super disappointed with the way I was treated. I shipped them 3 weeks ago now I call Shimano and they don't answer their phones. I've been on hold for hrs. No one answers. This is extremely unprofessional. Super disappointed as I was a die hard Shimano guy. read more

Bought a Tranx 400 from Shimano over a year ago and only used it a few times. The drag wouldn't hold so I called someone at their store and spoke to them about the problem and they recommended taking the braid off and putting a piece of tape down because it's not the drag slipping, but the braid slipping in the spool. I tested his theory while the braid was off of the spool and added light thumb tension to the bare spool and the drag was still slipping. (Full drag was the same as less than 1/4 drag). Then, the second time I tried it, the reel made a weird sound and doesn't work at all. I know they only have one year warranty but the fact that the reel has only been used a couple times and they want to charge me for the repair is ridiculous.. read more

I went to the Fishing Customer Service Department to get a broken rod fixed via Shimano's supposed "lifetime warranty," and had the WORST customer service experience of my ENTIRE life. The person who "assisted" me made me feel more like a criminal than a valued customer. Instead of simply asking me what went wrong and how he could assist me, he chose to barrage me with a series of trial like questions, with a face & expression that rivaled that of a pissed of CHP officer at a traffic stop. In fact, I even asked him if he had formerly worked for CHP, and why the need for all the rude questions, and if this was common business practice among all Shimano employees, to which point he got irritated and told me that he could not help me out because my rod was 'modified' - modified in this case meaning a small part of rubber at the rod's butt was slightly tearing. I left the rod there in disgust, and told him that I would be taking my business to Phenix, Daiwa, and Calstar in the future. People be forewarned - even though Shimano boasts a "lifetime warranty" on their products, don't expect to ever be able to truly take advantage of this with the way their employees treat you when you try to exercise it. Buy your rods from more reputable brands such as Phenix, Daiwa, and Calstar that are much easier to work with, and at the end of the day genuinely like what they do. read more

First 30 years of using shimano fishing rods I never broke one. In the last year I've broken 2 rods both times I've taken them to shimano in Irvine and both times I've been treated extremely fair and with respect. The staff has been courteous and understanding towards me and my requests. This is why I'll fish shimano for another 30 years!!! read more

I'm a 61yr old road biker and have ridden Shimano Dura-ace for many years. Friday,going up a hill my crank arm broke in half. This sent me to the road in a heap. My local bike shop suggested I contact Shimano as they may want to inspect it for defects. During my call today the rep made it clear they couldn't care less! Just made sure it was out of warranty and, adios. In reviewing the bike forums I find this is not completely unusual (that the hollow core cranks fail) and I was very lucky in comparison as I am not in the hospital. So now it's my turn to say ADIOS to Shimano! Michael read more

Shimano Fishing is the best! First let me start by praising Ken's Custom Reels in Oceanside. I took my favorite reel (a certain Calcutta 400 that I have abused for 20 years) with me to the Fred Hall show. I went to Ken and asked if he could rebuild it, and he was a little reluctant due to its age and availability of parts. However, he said he would certainly be able to but told me to talk to Shimano first, as he thought they could beat his price. What?!? Take it to my competition and get a better price? Who does that these days? Kudos to Ken for integrity. So I took the Calcutta to Shimano and the tech said it was a $25 service fee plus any additional parts and labor. 3 weeks later I get a call from Shimano advising that my reel is ready for pickup. Aside from a complete service, they replaced the main bearing, the anti reverse, and had everything like new. I think they replaced the drags as well. Anyway, since I'm not local any longer they said they would ship it back to me. Total for everything...$25!! So I got the reel back on Monday and it is perfect, well except for the 20 years of cosmetic wear of course. I have never had a bad experience with Shimano so they will continue to get my business for many years to come. I love these guys! Shoe Sent from my iPad read more

I am a local bike shop owner G2 Bike in Aliso Viejo. I am beyond satisfied with Shimano and their products. The customer service is impeccable. The ease of availability, returns, and customer satisfaction is always top notch. The innovative products and demand from the consumer is always a selling point. We will continue our loyalty to Shimano. read more

I walked in to drop off my reels to be serviced. They got it done super quickly. It was worth the drive out there. Their Tech Alex was full of information and very helpful. And their customer service guy that answer their phones was also above and beyond with customer service read more

First I'm going to start of by saying that I've been a die hard Shimano fan and customer since I began fishing as a kid love all of their fishing gear but as of lately the customer service department has been lacking in some areas...so I had a rod that was under warranty only had it 6 months and the darn thing snapped on me so I sent it in to get replaced the person on the phone said he needed a credit card number just Incase I didn't return the damage rod back within 21 days I would be changed half of the price of the original rod price(the rod was a Shimano curado) beautiful rod it was $170 plus taxes so I got my rod within 48 hours after talking to them and I did the same by immediately sending them the snapped rod back... well guess what... as soon as they sent me the new rod they also took $95 dollars out of my account, my wife being a accountant she manages all of money so weeks later she asked, what did u buy from Shimano for $95 dollars, and I responded, nothing... come to find out that they had taken the $95 dollars out of our account, so I call Shimano and spoke to a representative who very apologetic said I would have my money back in my account in 5 to 10 business days so I said ok thank u and just waited for the money to come back into my account well it's been over a month and no money has came into my account I've called several times and every time they tell me the money is going to be in your account by the end of the business day but still nothing I've also gone in personally because mind u I'm local so I go in to their shop all the time to get my reels maintenance so in my visit to their headquarters I spoke to a manager who assured me he was taking care of this problem immediately and not to worry so I purchased a new Shimano teramar rod and I left my Shimano curado reel to get serviced that was last week on Thursday 8/8/2019 so it's been another week and my money is still not in my account I don't know what to do? I call every day to talk to someone and my money is still not in my account every day they tell me the same thing... it will be there by the end of the day but no still not there so what is a fisherman to do? I wonder if there going to be giving me interest on my money for holding it so longnot funny but that's the reason for my disappointment with this company(@SHIMANO.com)hopefully they find a way to make it up to me or else I might take my business somewhere else in the future read more

I just had the privilege of doing some work for a bunch of Shimano execs from all over the country. They were all so pleasant to work with and down to earth. I have never fished, well not since I was really young on a camping trip, but a couple of the guys taught me how to cast a line with one of their fishing rods. That was fun and I could see myself having a bit of fun with that in the future. All in all, I must say I was impressed with the pleasant demeanor of all the execs from California to Canada and in between. read more

Awesome products with amazing customer service!!! The folks at Shimano know the importance of quality production and equipment; and unparalleled customer care. Warranty service and repairs completed in record time. If they are back-ordered on parts the staff will most likely replace your old gear with new product. Unheard of from a company nowadays. The crew at Shimano sets the bar for others to try to match - then surpasses it themselves! Thank you Shimano! read more

The guys here were great. They replaced my rod right away and upgraded my serviced reel to the newer model for no additional charge.

They replaced my snapped Terez rod twice without a question, granted I explained what happened and provided a proof of purchase. Great service! read more

This is the most dirty and dishonest service center I have ever delt with and deserves negative stars. Let me start off with the phone system. I called 3 times on Friday 7-28-17 at 3:15 only to get hung up on 2 times, after being on hold for 5min. Shimano there is something wrong with your phone system. Next, I had my Stella Sw 5000 serviced 3 weeks ago and while fishing my anti reverse failed on me. I sent the reel to get serviced which is part of the platinum service. Shimano called me to let me know there was extensive corrosion and was seeking addition payment. I was shocked to hear about the corrosion considering it was serviced 3 weeks ago which left me wondering if they truly serviced the reel 3 weeks ago. I asked the Shimano rep to look into the seals and instead here's the kicker...he accused me of having TWO stella sw 5000s and swapping one out to get free service on another. I am a owner of 1- stella sw 5000 and 1 stella sw 8000. Clearly there is something wrong with their record keeping and intake process. Instead of the shimano rep checking in with the tech and verifying if theres something wrong with the seals, I get rudely accused of attempting to get free service on another 5000 which I clearly do not own! I have been a loyal Shimano customer for over 20 years and I am shocked I am being accused of trying to pull a fast one on them. I am so disappointed that I do not plan on ever purchasing another Shimano Platinum reel. I am going to make sure i let all my fishing partners and forums/social media accounts know of my experience. Doug (manager)your accusation has me in disgust. Shame on you Shimano corporate for allowing a service center provide horrendous customer service. This place needs some serious auditing and or house cleaning to do! read more

Great customer service!!! I dropped three reels that have issued bearing problem. They fixed and cleaned nicely and it was cheap $30x3=$90 which is cheaper then local reel repair shop and they sent me no charge for UPS! Thnks! I will keep using Shimano product.. read more

Horrible company. Will never do business with them again or buy their products. Their Korean customer service rep was so rude! He's also out to get even his own colleagues fired. I heard the way he talks to customers too. Such a shame for a company this big and successful but have no respect and integrity to their customers and their own employees. They hire Temps so they don't have to give any benefits and for people out of nowhere without warning or a meeting or explanation. Completely unexpected and disrespectful. Do not bother being your reel services here or apply to work there. Complete unprofessional scumbags. Especially disappointed with the upper management to allow their customer service rep to continue his rude and anger issues behavior towards customers. Appalling! That fool Alex needs to be fired. read more

Went there with my 3rd busted Curado.... guy behind the counter gave me attitude told me it's a 4 week turn around to get it serviced.... and 25$ I fished it 5 times. Why should a 2 week old reel need to be serviced ... they should've changed it out .... I left the reel there told him to throw it away .... I will never buy another Shimano product ..... fishing's expensive as it is and you think they would understand that. No reel should break after 2 weeks ..... especially if your only fishing spotted bay bass with it. read more

I give Shimano a less than F grade on customer service. My wife and I bought my Father-in-Law a G. Loomis rod for his retirement in 1992. These rods come with a lifetime warranty. This summer my Father-in-Law broke the rod while fishing. He tried to get it repaired or replaced at the G. Loomis manufacturing plant located in Woodland, Washington. He as informed that Shimano bought G. Loomis and that he needed to work with them. I called Shimano on his behalf. After several call's I spoke with a Supervisor. The Supervisor informed me, as did the previous service personnel, that the rod we purchased was the only G. Loomis rod model that did not have a lifetime warranty. He offered to give us a discount on a new rod. He emailed a website and code for us to use. He also stated that all of the rods offered on the website come with a lifetime warranty. We reviewed the website, but G. Loomis rods were not offered. Since we were not aware of which Shimano rod was comparable to the G. Loomis rod, we went to a Sportsman Warehouse to take a look. None of the Shimano rods compared. We also noticed a posting indicating that as of August 1, 2014 all Shimano rods have a limited one year warranty. After this experience, I would not recommend purchasing any Shimano products. What a scam! I lifetime warranty should mean lifetime! read more

horrible customer service and product support for the Shimano bike department. The bike person try to make any excuse to denied the warranty and try to blame the defective product on some other things than the product itself. read more

Absolutely terrible customer service. First time I've experienced this at shimano. I've been a die hard shimano fishing gear fan. Strictly shimano for years and spent thousands of dollars on reels, rods, and tackle. I brought in a reel for servicing recently and was told they didn't want to service my reel, and said it's a pain to work on and is too old. I went back again last week to pick up my other reels the techs at shimano completely serviced, a reel that was five and seven years older than what I was told was too old. All my reels are in working order and this reel is a very expensive reel that I have loved using for many years. I hope shimano can fix this because I won't use this company if things are going to be like this from now on. I also emailed the support staff specifically about my reel and they responded with information only about rods. Rods are not the issue. I cannot believe this low level of customer service from such a company. I needed this reel serviced for a trip I have coming up and I brought it in over a month prior to the date I leave and now it is too late to have it serviced regardless. I'm absolutely disgusted with the completely unsatisfactory service. I hope this can be made right by you shimano. read more

I had a fishing rod that had a lifetime warranty on it that broke in half on a recent deep sea fishing trip. I had purchased the rod four years ago for my son and we both loved the rod. I walked into the customer service office and explained what had occurred, showing the gentleman the half rod I had left. Without blinking an eye, he said they would honor the lifetime warranty, had me fill out a mailing form, and said a new one would be shipped in 7 to 10 days to my house. How refreshing! No runaround, no games, no "conditional" warranty, and an employee that can make an intelligent, independent decision to help a loyal customer. I am a Shimano fisherman for life. Thank you. read more