How a four hour upgrade turns into a 2 week circus

I went to Cycle Lab Fourways to upgrade my bicycle's groupset. I bought a group set that cost me R13, 000 and was assured that, after showing the mechanic pictures of my bicycle, the job would take four hours with a cost of R 900. I dropped the bike off on the Monday morning - expecting to be riding in the afternoon.

I got no call on the Monday...by Tuesday afternoon I phoned to get an explanation. "Sorry sir, you need to replace the bottom bracket - at an extra cost of R 400. We have it in stock - can we go ahead?" I agreed and left the office early to fetch my bike. I arrived to find it stripped on the workclamp. After waiting 10 minutes for someone to deal with me I was told that the bike needed an additional hub. This was news! It would cost R 900 and would need to be ordered from Shimano...excellent. It would arrive by Friday. I'd be riding with the club on Saturday.

On Friday afternoon, I called the shop - was put on hold three or four times. I finally got through just after lunch. "Good news, the part has been delivered!" I waited until five o'clock to call again. "Great news, the part is fitted!" I was disappointed as I would miss the ride on Saturday, but I thought at least it is finished - not so fast. Five minutes later I received a call, "Sorry sir, the wrong part was delivered. We can lend you a wheel, but we need to re-order the part. We will do so on Monday, you can fetch the bike on Tuesday".

Well, what do you do? I went to the gym and rode a Wattbike. Not great, but its something.

Monday came and went. On Tuesday (8 days into a 4 hour upgrade) I called Cycle Lab. I waited 6 hours for the workshop to call me back. No one could tell me where the part was. I called on Wednesday - same story...and now, on Thursday, they are still unable to tell me where the part is, when it will be fitted and when I will be able to ride my bike.

The sad thing is that I also ordered a new KTM from them for my wife - so I am in the process of spending more than R 40 000 at this shop this week. If the bike is not fixed by tomorrow morning, they will have to refund me on the group set and I won't buy the new bike - all because they can't source a part that they did not even alert me to when they sold me their lemon!

Can anyone else tell me if they have been given this type of *********** support from Cycle Lab? It is a shocker...

I think circus is the wrong word...because most circuses are well organised.