based on 4919 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.
Great service- performed and finished earlier than promised. Thanks!
Great service, Derick always goes the extra mile.
I placed a phone order with Todd. Took the deposit over the phone and sent me an email when the bike was ready on the day he said it would be.
The pick up went well. I handed my credit card to the sales person and waited out side the store. The transaction was completed in 10 minutes and they loaded the bike into the back of my car being careful not to scratch the bike frame.
I received great assistance from both Burke and Reston stores and was especially appreciative of MJ at Burke store for taking time to describe different features of trek gravel bike options and to fit me with the right frame size. Although the Burke store didn’t have the model and size I wanted he found the perfect Trek bike at Reston store. Thank you.
Love your store. Really helpful staff.
To notch- every staff member. Special bravo to Derick (the Chief). Treats your bike like it his own!
Well done, GS
All the products needed for our bikes are accessible and the labor your employees do to make sure the customers bikes are working properly and to our satisfaction.
I like the personal, friendly, knowledgable staff members. And I like to support local businesses, particularly when they are so well run!
Staff’s expertise, engagement, and customer-service focus.
Good people, didn’t end up buying, but they still answered all of my questions and were honest and up front.
Customer service is excellent. The folks at The Bike Lane take the time to find out what your needs are for a bike and really work with you to find your perfect fit. I bought my bike from them and would not consider going anywhere else if I need repairs or want to buy a new bike.
End to end service from true pros - not business men who care about bottom lines and top lines and shelf space. But by people who love the sport of cycling and remain true to it. Thank you for an experience par excellence!!
Great service and great selection!
Your online system is correct about what you have in stock. Your service people are knowledgeable and helpful.
The staff was very friendly from the moment I called to ask questions and eventually order a bike...to when I picked up the bike after the store received it.
They were very helpful identifying the tool I needed to remove the disc off my front wheel. They ordered the tool for me and had it in store the next day.
I really like working with Derek, great guy!
The person to whom I spoke on the phone knew his inventory well and walked through the transaction very quickly over the phone.
Customer service
Ordered a Trek Dual Sport 3, Hybrid Bike, online with a large frame through The Bike Lane after contacting comparable Trek stores elsewhere in Northern Virginia. At other stores, with the pandemic and extremely slow deliveries, I was being quoted an 8 month delay at the earliest, and in some cases over a 18 month anticipated delay. Between the two Bike Lane stores with a shared database, they were able to find me one at the West Springfield store in stock, ready to go, just in time for Christmas!! Customer service communications were excellent via text and phone, and while there, I also added a kickstand, bottle holder, and new bike helmet as well, which were all installed or fitted to me within 15 minutes while I was drinking a coffee and relaxing outside. One of my best retail experiences in years, if not ever!!
Helpful, knowledgeable staff and good mechanics
Bike in for a Service issue on Saturday. By Tuesday, had not been looked at nor diagnosed. Serious cyclists need to ride. I know your Monday’s are closed, but the net effect is 3 days of no training. So I sourced the part myself. I still need a service tech to install the part, but am inclined to go to GL where I can always get a reasonable return time.
Great knowledgeable people
Great expert service and great results on "SPARTACUS"!!
I did not purchase my bike from the Bike Lane, but have used their Service Dept several times. They are very good at what they do and usually provide a quick turn around repairs. I would recommend them and plan to use them as my local go to bike shop!
Had an RMA issue and Jeremy had it filed by the time I came to the store. Also, had a good recommendation for a headlight... which I promptly purchased!
We loved the absolutely excellent, attentive, thorough and non-salesy customer service at the Bike Lane...so appreciated!
John is great and Todd and Ann should be proud if such an awesome employee.
Great staff, very helpful.
A fantastic full service bike shop. I was going to buy a new bike. They have worked on my present bike and after a great conversation, they talked me in to some upgrades, and not a new bike. I am now saving for an E-bike. I’ll be buying it at Bike Lane!