based on 4836 ratings.
What our customers think of us!
The following comments were submitted by our customers when asked to provide feedback on our service. In the interest of transparency, we present these comments as provided except that personally identifiable information has been hidden unless the reviewer has requested their full name be included with the review. No unfavorable comments have been removed.
Service department was very professional, understanding and thorough.
You take care of your people
Good service and good advice.
Expertise and professionalism
I came in for a broken rear derailleur cable.
That was replaced. But after closer inspection I need a new chainring and tech didn’t mention that.
Got a $6600 Santa Cruz bike and it came with a bunch of air in the hydraulic breaking system (required a full bleed), the rear derailleur was not properly tuned, you couldn’t even be bothered to put proper pressure on the tyres (which is fine but just plain lazy). The bike is fantastic and hard to get with the current shortages, no regrets there, but this shop is a joke.
Good products, but overall the attitude of the Manhattan Beach people are not as good as the Santa Monica or the previous Marina Del Rey locations. Sorry, but I can't lie about this.
Great customer service
Great service
Keep up the great work!
Always great service.
I had been looking for a certain bike/build for a while. Obviously it's hard to find bikes right now, but there were a few shops that had what I wanted, but out-of-state. These shops were unwilling to ship the bike to me. Ultimately, I think they just didn't want to take the trouble to do it and make the sale, because they knew someone else would walk in and buy it. When I called Helen's Cycles, Mike, the store manager answered my call. I was shocked to find out that I could have the bike shipped, and that he was willing to make the arrangements. This saved me a lot of money in taxes, and a 600+ mile trip to come pick it up. He kept me in the loop during the whole process and was very professional. This is the way bike shops should be, thanks so much, Mike and Helen's Cycles!
Friendly staff who will work with you to ensure a pleasant experience.
Due to the complications of the pandemic, bicycles are in high demand with limited availability. My son races on his high school team and has recently grown several inches rendering his current ride useless. He has been ‘hawking’ every bike shop in the country to find one he could get before December! He found the perfect Trek at Helen’s and asked me to call. Mind you, we live in NJ. I called towards the end of the day and Chris jumped into action! He wasn’t quite sure about shipping but said he’d hold it for us until I could talk to Jay. Next day, Jay emailed me, offered great service and had it ready to ship and made it very easy for us. BEST customer service EVER! Thanks Jay and Chris- can’t wait for my son the get his bike!!!!
Shipping charges were too high. $25 ground from LA to Bay Area. The web site said orders over $95 ship free but added additional items to my cart and never got free shipping. This particular part wasn't in stock anywhere else so I ordered but it left a really bad impression.
Staff was friendly, helpful, and quickly prepared (tuned up) my new bike for me.
Appeared to be new employee who helped us and he was not very informed with both bikes and what your store sells. He was friendly however and made an effort to get answers for our questions.
Very helpful staff who was great with my grandson.
Everythinh
Wait times to get repairs or tune ups.
Had everything in stock I needed. Great customer service.
The communication loop always seems difficult at Helen's. For instance, I know that you have a computer system, but the person doing the intake for service doesn't use it. They just write the info on a slip of paper. And, they don't ask for the phone number that has been associated with your bike, they ask for your phone number. For example, my husband brought my bike in last month for a basic tune-up and for a new front wheel (because the front wheel had been stolen). We were never given a quote on how much the work would be (or maybe we were given a quote but we are lame and only speak English, and its almost always hard for me to understand the gentleman from service who calls to tell me when my bike will be ready, etc.) and were little surprised to find that it costed over $500. Since the bike only costed $800 when i bought it from your a couple years ago, that seemed like a lot. Partly, I don't think my husband knew that there were multiple levels of tune-up. Then I had to bring it back in last week because my bottom bracket developed a clunk a few weeks after you guys had worked on it. (I get it, sometimes you don't put quite enough torque on something and it needs to be tightened - not a big deal). When I came in, the intake person asked for my phone number so I gave him mine. And, I told him that it had previously been on my husbands number. But, he said, "No, we'll just contact you." So, when I came to pick it up there was a bill to pay. I talked to the manager who figured it out and got rid of the charge. It always seems disjointed like that.
My sense is that you have way more business than you need so you don't actually have to be efficient or client-focused. So, you guys come off as aloof and I feel anxious about going to see you. This is why I was going to Bikerowave pre-COVID...
Manager Greg was very helpful and patient. Not pushy at all, and remembered us when we came back the day after our first visit. Happy w the new bike for my daughter!
Amanda was very friendly and helpful. Was happy to have her assistance.
Greg was super helpful and made my first experience at Helen's a great one. I will recommend not only Helen's but Greg specifically to anyone looking for their bike needs.
Always helpful. Good stuff inside
Your store manager has always been an asswhole. Could never recommend your store to anyone.
People are very friendly and knowledgeable
You are the best.
Cameron was very helping me in finding the perfect bike for my planned use.