What our customers think of us!

I recently traveled overseas, I am a Latin from El Salvador (Central America), and purchased a bike from you guys, delivery was on time but some attitudes and situations from the store manager weren’t the best.

1. I took cash to not have a risk from a purchase from my credit card. So I had $4,000 ( in $20 bill ). Apparently they were upset about it, probably because they checked every single bill from being counterfeit. I think that is normal but felt I was discriminated from being a Latino and paying that amount in cash.

2. The store charged me $140 in “labor” for a bike that I expressed I would needed in the box for travel. And bike wasn’t even put together since today I came home and took it out from the box it has all his wrapping intact.

3. I politely asked if they could deliver it to the hotel (Sheraton 228 duffield St.) I was Friday the 4th before noon but manager said dolly was in other shop and couldn’t deliver it, and that Saturday 5 would be to busy to deliver it to me also. So basically my options were riding Subway with a brand new bike in a box, but ended up asking for an UberXL, from outside the shop

4. While they were verifying each $20 bill I took a look around the shop to see what you had so probably I could buy something else, but it seems the workers didn’t trust me ( except Adam, he was the only polite and nice person around and a girl I don’t know her name ). Only thing I could buy was a crankbrothers pedals.
They made me felt like if I was going to steal something from there.
That’s why I ended up asking for an Uber outside the shop.

Thanks, I hope someone read this and can have better manners with customers. Shop is pretty nice

Sincerely,
First name removed D.

More sitting areas to wait, but staff was super nice, mostly knowledgeable and really nice!!!

Great, friendly customer service. No snobby bike culture attitude.

Clear e statement and helpfulness by the mechanic

Super friendly. Great advice. Good selection of items. Honestly though, it’s the service and advice that keeps me coming back and buying stuff from there (in fact I prioritize buying items from there unless it’s absolutely unavailable). I feel like the staff care about giving you the right advice for your situation as opposed to just pushing product.

Elvis is friendly and is able to answer our questions about changing a tire.

Adam was very patient and knowledgeable. He helped me choose a perfect bike

Chadd took the time to help me pick out my ideal bike.

Lead older repair guy could be nicer to companies.

Fast service, great repairs, professional and friendly.

Service is just unbelievable. David was patient, helpful and courteous with my inquiry 3 years after purchase of my bike.
This is the only place to by a bike!

Yesterday, we were charged $60 to remove the squeaks from two Trek bikes we bought from you in July 2022 and have barely used. That adjustment should have been made for free. They have been squeaking from the outset. I had brought one in last September 2022 and the adjustment they made then never got rid of the squeak. Either the product you sold was defective or the assembley was not good. There should not be squeaking breaks on little-used bikes that were almost brand new.

I was ready to buy a bike but the salesperson's demeanor and conduct toward me put me off

Helpful staff who showed me similar hybrid bikes for the type of cycling I wanted to do. Did not try to upsell, bike arrived in less than a week. Friendly staff.

Always very helpful 😊😊

friendly, helpful and knowledgeable staff. I bought a bike rack and paid to have it put on my car. The person who assisted me did the work quickly and with care and explained everything clearly to me about how to operate it as he did the work. I also took my bike there for a tune up which was done efficiently. The staff there is great!

I stopped into the Park Slope location during a ride because I badly needed a new saddle. Miles was so helpful and accommodating. The mechanic popped the new seat on and I was back on my way. They had the exact one in stock that I had been eyeing online, so it was perfect.

Very helpful staff.
Expert repairs-and if there is a problem after a repair, no arguments about making it right.

This was the first time I’ve used your shop for bike repairs and it was great. Fast and the repairs are holding up great.

Received great assistance in finding a lock for my e-scooter. The customer service went beyond usual norms.

You service is fast and helpful

Great and knowledgeable customer service

Staff is very freindly and helpful and the service is great.

Very swift diagnosis of my bike's problem and immediate repair by professional at a reasonable price.

Taylor was super helpful but it took a while for him to warm up to us. His expertise is terrific.

I appreciate most that I’m not talked down to as a woman. I’ve had so many experiences of that at other bike stores, and never at BH. I also appreciate the lack of up selling- service is straight forward and transparent.

Knowledgeable staff.

Great service. I've been coming to the Chelsea location for several years for maintenance, advice, and any cycling needs. The staff is always personable, down to Earth, and willing to help all from beginners to advanced.

Overall this was just a really bad experience. I dropped my bike off on a Sunday and it was supposed to be ready on the following Monday (8 days later). I call at the end of the day on Monday and they tell me one of the parts is delayed and that my bike won't be ready until Wednesday or Thursday. I'm not too upset as these things happen, but still I would have appreciated a heads up. I call again on Friday (after still no information) to find out my bike won't be ready until the following Tuesday. Again, I would have appreciated not having to chase these people and just get a courtesy update on my bike. That Friday morning I asked for a favor (because my bike was taking so long) for a couple measurements of my bike that I needed at some point that week. No call back. I call later that day and finally find someone who is willing to help. He gets me my measurements 30 minutes later. I wish I could remember his name, but he was the only helpful person through this whole process. Finally my bike is ready at the end of the day on Tuesday. I go to pick it up Wednesday and ride it home, but the brakes or far too loose. I bring it back and they tell me it'll be fine. They don't look at it, and just tell me to keep riding. On Thursday I attempt to use my bike only to find out part of my thru-axle is missing! I call and thankfully they haven't lost it. They tell me to come back in to pick it up. I arrive and no one wants to help me, they're just chatting with each other and ignoring me. Finally someone helps and gives me the part. I ask him to look at my brakes and again this second person just tells me it's fine. The brakes aren't what I'm used to and I was just asking for them to be tuned a little tighter, but nothing. Throughout this whole experience I can't even get a half-assed apologies for any delays or any courtesy shown. Maybe it's me? Maybe there is something I did wrong to offend these people? If so, I'd love to know what it is, but I feel like I was generally polite throughout the process. Anyway, I recognize that none of these issues are generally that big a deal by themselves, but when they add up, they just make for a really terrible experience overall. I generally love spending time in bike shops talking to the employees, but unfortunately this is not the experience I've grown accustomed to in the industry. Now I'll be paying someone else to adjust my brakes.

Hi,
I rated a low number on how likely I would be to recommend your store. I paid $27 dollars for a flat fix. This is very high. I won’t be returning to the store.
Thank you.
First name removed