based on 1605 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.
fast service, reasonable price, good advice
Interactions with staff are always hit and miss at Helen's. Sometimes the associates are very knowledgeable, friendly, and not pushy. Other times they're very standoffish and can be rude or unapproachable. A more consistent experience would go a long way in customer relations.
The job got done. But the customer service for the service center is meh. I've bought three bikes from the shop over the years and I can't shake the feeling that I'm condescended to or ignored by the cycling "experts" at this store. I have never felt that in the old Westwood shop or at I. Martin.
Customer service was awesome, from the manager, to the bike tech and cashier. Everybody was very friendly and helpful. People know what they are doing at this bike shop.
Thank you!
Your staff is superb. They take time with customers to find right fit and to make adjustments, even with small children getting their first bike. Selection of bikes and is of highest quality
Great staff, incredibly well-stocked with quality gear.
Long time relationship with service department
Many employees have worked there a long time. The repair department is very good.
Customer Service
The only complaint I have is one purchasing a $9000 bicycle a little more attention to the after sale and explanations on the way everything works and the set up of the bike the bike had not been properly prepped the shocks and forks barely had any air in their system the sales person was very courteous no knock on him it’s just it would’ve been nice if someone went through the bike with me set up my sags and what not The store was busy when I arrived and they did do me a favor and change the brake levers to Moto style and put some different petals on for me it was a Trek rail 9.8 E mountain bike thank you First name removed
Staff is attentive and accomodating and they know their products. Have purchased two bikes here and am very happy with the customer service and staff's technical knowledge. If you are lucky enough for them to have a one- or two-year-old model of your desired bike left in stock, they will give you a good deal!
Friendly staff, professional and reliable service.
The service techs went out of their way to help me and I appreciate that. I ONLY go to iMartin for any bike matters. Many thanks. Michael
Customer service could be a little better in the repair shop area. One blonde woman took over and helped me and she was fabulous. You get farther in business with good customer service, bad service, no business. Just saying.
Efficient and friendly.
I have been pleased with the service related to the repair of my bike. Primarily this is because it has been ready when promised even though I was without my bike for four days.
I think the store needs to extend its hours to accommodate more people and shorten the time for repairs.
The half-hour lunch break makes no sense when the staff should be on staggered shifts to cover this period.
Repair prices seem reasonable.
Had a flat miles from my hotel-pushed my bike 3 miles to Helen’s; Daniel quickly diagnosed my tire issue and just as quickly resolved the problem, when other shops in the area were unable to supply the appropriate tube. I gleefully peddled away, stunned at the remarkable service. Daniel saved me an Uber ride to my hotel and I’m looking forward to continuing my bike-centric vacation. Bravo Zulu to Daniel for his tenacity and skills!
Super helpful staff. Quick service.
The repair to my bike was very quick and friendly . It made the trauma of having a double flat on a climb almost bearable. I had a very bad luck day but it could have been much worse had I been descending. I’m a big fan of Helen’s and there team.
I wish you the very best.
Gib Jaffe a GMC rider
Larger selection than competitors of in stock Electra Townie bikes.
Wanted to thank you all for your help on Saturday the 24th, Im just a novice rider in fact i came to your store because it was close enough to ride my bike. I was so glad i did. My first impression was I was extremely glad that the staff takes the covid-19 virus seriously. But most of all, I am so grateful to your team especially Max. He was so helpful, even though he had just started working there in your store. He stuck with me and made me feel absolutely comfortable with what I needed and what was not necessary. He wasn't afraid to tell me of questions he did not know the answer but made sure to ask someone who did and, all my inquiries were answered. He even volunteered to install the small items on my bike for me which was not necessary but totally appreciated. I will definitely be back and refer my friends.
thanks again
Michael Mori
Knowledgeable sales person. No pressure.
Acknowledging customers when they enter. Ask if you can help them. Suggest items for their new bike they’re buying.
availability and advice offered at the store.
Good service
Everyone is friendly and knowledgeable; however, the service people didn’t call me when they were done. I just had a tire that needed to be fixed and it took 3 days. I had to call them. Also, they said I needed a new tire because my tubeless tire wasn’t sealed. I bought a new tire, but it still wasn’t sealed. These things happen and I like the people at Helen’s. Just letting you know my frustration with the situation. Thanks
Very knowledgeable and friendly.
Friendly and Professional
Excellent expedited service!
Daniel has been incredible. Helen's Cycle has had my business since I was young - and especially after this most recent/current experience of buying an expensive bike there's no way I'm going anywhere else for all things biking. Daniel took a lot of time and patience to give me the full run down on triathlon biking and helped me understand the landscape. He's super kind, smart, and fun to chat with. Thank you!