based on 4851 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.
Reliability, endurance, safety
You have bikes in stock
Awesome Customer Service!!!!
Very polite & Professional!!!
They don’t rush you like your just a number...I felt comfortable and they listened to every question I had...
So I purchased his & hers Treks,
Thanks again for a great experience
😎😎😎Richard W.
Your team is awesome.
Professional staff. Product knowledge.
It took FOREVER to get my son's bike. I ordered it in early September, with a promise of delivery by late September, well in time to get it in time for my son's birthday (This was his main present) on October 12.
October 12 came and went with still no bike. I called several times and only got excuses for why they didn't have my son's bike. It finally arrived and was built on 10/24, a month after they said it would be ready and 12 days after I needed it for my son's birthday. They made 0 efforts to try and make it up to me, not even a free water bottle or refrigerator magnet. They just dismissed my protestations and said "we'll build it when we get to it"
And the final icing on the cake, when I got to the store, it was so busy and understaffed I was there nearly an hour just to pick up the bike! All the floor staff were busy with other customers so I was left waiting for quite some time without any service at all.
When the staff could get to me, they were polite and attentive and the service was good, and the bike is good quality, but man that was an ordeal. I do not think I will do any more business with the bike lane if I can avoid it.
I feel I get sound advice that isn't a hard sell on gear. I'm a novice cyclist and they are very helpful and welcoming. I also like to support a local business.
The staff was very helpful and friendly. My son loves his new bike. Thank you!
Thank you for taking care of my brakes and bike the other day. Brought it in late in the day and was ready to pick up before noon the next day. Repaired broken brake and checked out the bike.
Best,
Bernie
Customer service
Friendly and competent staff
Purchase rewards
Brewery and awesome atmosphere
I came early and you took me first thing as the man on the telephone said you would if my bike only needed new brake pads. The one bike only needed brake pads, but I brought her second bike with a couple of problems and you fixed that also. I really appreciate it because I had to get a rental truck to bring the bikes to your Service location.
I enjoy walking into The Bike Lane and the staff knows my name, and calls it in a cheery hello. Makes my day.
They do such a great job of helping me.
I also enjoy the friendships that I have created with other customers of The Bike Lane. It’s the local neighborhood hang out-
Our salesperson wasn’t very knowledgeable. We knew which bikes we wanted but still had questions since it’s been many years since buying a Trek. If it hadn’t been for another gentlemen stepping in just before we left there are many things we would not have known about our new bikes.
It was well organized to handle COVID restrictions, and the work was fast and efficient. I also greatly appreciate that Bike Lane will handle follow-up work on a bike to resolve any problems from previous work, and not try to gouge on price! That's what makes a great neighborhood bike shop and brings back repeat customers. The staff was friendly, professional, knowledgeable, and cheerful.
Clear some inventory out the store. The Springfield store was packed with customers and bikes. There has to be some free space for customers to move around. Just clear out the middle isle of bikes. That should free up quite a bit of space. I felt like I walked into a bike warehouse instead of a bike shop.
Maybe rent a storage space somewhere in between both stores. Duplicate bike models can be stored in the warehouse instead of at the bike store. More bikes can be cram into the storage space because you don't have to worry about customers' safety. Since there are no customers.
Add more lights. The Springfield store is very dark compare to both of the stores (old and new) in Reston.
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Communication was bad. I called ahead and confirm with the front desk that I can drop off my bikes for Derrick. But once I got there, the front person told me that the store does not allow to accept bikes anymore because of covid-19. In the end, I was able to drop off my bikes for Derrick, but it took a lot of talking and explaining.
I was very pleased with the expertise of both the bike mechanic and the sales staff while assisting me with my service and questions. The shop is doing a great job with social distancing by limiting customers into the store all at once. Be prepared to wait in line outside before you are seen. My experience was approximately 10 minutes for each person in line outside waiting for bike service. No drop offs are allowed at this time.
Friendly and responsive staff that goes out of their way to help the customer.
Prices are fair and the staff are friendly and willing to offer advice on bikes and maintenance.
The people Derrick keeps my ride humming
Friendly and professional service. The associate was very knowledgeable and was able to answer and provide what we were looking for.
Took me right away to tune up two kids bikes. Friendly service and reasonable price.
Great bikes selection and excellent overall service. The staff is very friendly and knowledgeable.
Always friendly and helpful.
Helpful staff, always friendly and ready to help, not matter what you are looking for!
Excellent service and responsive staff.
Great explanation, and friendly staff. All riders welcome!
Get more product in stock, and have what your website says is in stock on hand. The guys seem to know what they are talking about, but inventory tracking is pretty poor. It took someone 15 minutes just to know what was available in the very small shop. Also, no one called me when my bike I ordered came in.
Bike technicians are very knowledgeable, the store offers a good selection of bikes . Staff is nice too.
Top notch salesman, Richard. It's been years since I've been biking. Your staff made sure I had everything needed to begin mountain biking. Trek made the choices easy with high quality bikes and gear. Best value for the money. I shopped and researched a few weeks before deciding on Trek. They did not disappoint. Im thrilled with my new ride.
The inventory and customer service.