based on 1954 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.
I have been driving my son all over creation to find him a full suspension bike.. Hours on the computer, I phone and phone searching and calling. We also sent 3 weekends driving to Pennsylvania, Maryland, Delaware chasing the right bike. So Saturday while returning from meeting a Guy about a bike 3 hours away and it ended up being a scam, I didn't to sit in the parking lot and search bike shops in Maryland and Virginia. Finally after calling every store in Maryland and multiples in Virginia I called the Bike shop. I was informed that there was full suspension bikes in stock and we were on our way. Several hours later we arrived and were greeted by multiple options to chose from. My Son was thrilled to finally be able to test out a great bike. The place was packed but we received great, hands on service. The price was average, but the customer service and selection were like no other. Bill Helwig was amazing with the way he took his time and explained and worked with my son to get the perfect fit. He even teased my son that he wanted to hire him because of his knowledge. I will definitely be back and has already sent two people that way to find a bike. With all that is occurring in our nation and was a blessing to step into a friendly place and come out with my sons dream bike. God Bless Sean Delach
Friendly and knowledgeable staff. Went into the shop on a busy Saturday. Only had to wait about five minutes before Jeremy became available. He was very friendly. Listened to our needs and went to work finding a bike. He took his time with us, but anytime he saw a customer, he greeted them and told them someone would be with them as soon as possible. I never felt rushed, even though they were busy.
Everyone on staff is friendly, knowledgeable, helpful and available to spend time with me when I visit the store. I like the product lines you offer in equipment and apparel, the store's convenient location (near my home AND Starbucks) and the service provided. I have purchased five bicycles from Bike Lane and look like a Bike Lane poster boy with all the apparel i wear from your store. Thank you.
service is second to none! staff is amazing and cares about what you need.
When we were at the store it was very busy. Staff went out of their way to acknowledge that we were waiting, which made waiting easier. Staff was knowledgeable. Staff was patient with our many asks. The refundable deposit is appreciated.
Always prompt service from Derrick and the boys in the service dept. Jeremy is top notch, as always. I've been treated great by this shop for going on 8 years and am glad to have them in my neighborhood.
Friendly, helpful, knowledgeable staff.
Nice bikes and great repairs in the back. Very knowledgeable and friendly staff. We love your stores!
I received great help from the team about options for upgrading my wheels and tires. when my preferred item was unavailable they gave excellent alternatives. MJ, Jeremy and others were excellent to deal with.
The customer service person jeremy was very rude when the very next day I canceled my order because of some reason he threw money front of me didn’t give my receipt back and than I said can I take my receipt back he didn’t say anything and he was a racist person.... I feel really insulted....
Good service
You have a beautiful array of bikes and accessories in a very friendly atmosphere !
Great service and guidance when finding my first bike! Bill was great help and such a nice person. My husband loved the beet and coffee while waiting on my to go through bikes and gadgets.
I brought my bike in for a much needed tune-up and ended up having to have a number of things replaced (chain, cassette, etc.) for a total of ~$630. That was fine. And when I asked about wear on the chain, etc. the technician did provide some information about cleaning the chain, etc. when I asked. So that was helpful as I do not know much about bike maintenance.
But when I took my bike out to ride a couple of days later, I noticed that the front detailer was not properly aligned particularly in the front large ring (probably not the right term, I know). I took it back in and they did re-adjust. I am still not 100% pleased as it is just a bit more "noisy" than I think it should be but I do not feel like coming back again. When I came back in, the guy at the service desk said something like, "we'll look at it" but the attitude was one of being skeptical. Then another person working in the service area looked at it and said, in what felt like an accusatory tone, (like it was my fault) "well the cable is....". I state that I had just had it in here for service and so it should be fixed. It was not until that point that there was any recognition that yes, THEY should have caught that in the previous work. He then said something like "oh yes, I am sorry, we'll fix it".
Yes, I am a middle aged woman. And yes, it is a middle-of-the-road bike, not some snazzy new thing. And no, I am not knowledgeable about bike maintenance and repair. That is why I want to use a bike shop. I do not need judging and condescension. I would think that a vast number of your customer are similar to me. A little training of the technicians about a more positive way to interact, could go a long way.
Great customer service. Super knowledgeable and friendly staff.
Just the professionalism coupled with the amazing competence
the cashier told me the computer was too old for transactions ... and they charged me twice the charge for my bike.
Very knowledgeable and professional staff.
Very friendly and willing to give good advice. Also you do great repair work. Never pressured to buy unnecessary things either
Friendly quality service from experts
Always excelente service!
The store was very well maintained. Everyone on the staff was helpful and eager to assist customers. I was there Saturday the 6th to pick up a Trex Marlin 5 around 11. The guy that helped me out was super helpful, answered all my questions, and made sure I had everything i need before leaving the store. He also noticed that I was wearing a lot of gray so he pulled a gray helmet out from the back for me to try that was on display. That was awesome cause I loved that color more than the ones on the wall
Adam was super helpful in guiding me to buying my first bike. He asked the right questions to understand what kind of bike would be a good fit for me based on my experience, interests, etc. and then walked me through his recommendations. Being new to biking and not having much knowledge on bikes, Adam simplified things so I could easily understand the pros and cons of the various bike models. The entire experience was great and I'll definitely be going back to The Bike Lane for all my biking needs. The shop has great vibe and they make their own beer.
Really enjoy working with Tom in the shop. Nice young man and is always very helpful.
Awesome customer service!!! I’ll definitely patronize this business.
Excellent service from Bill and the entire team.
The staff is wonderful and you kept me updated very well on my new bike's status.
Even though the item I was looking to purchase was quite modest, the staff went out of their way to find the exact item I was looking for. The Bike Lane is the best in my book.
Great people, knowledgeable, deliver when they promise, very fair pricing for excellent work.
Their staff is very friendly and knowledgeable. It's a great location, right along the W&OD trail as well as the Lake Fairfax trail system. Plus they have a nice cafe to grab a drink while waiting for work to be completed, or to rest and enjoy the weather after a ride. It's always a good time going to the Bike Lane.