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.
I ordered a new front wheel online and had it delivered to the store. The service department was able to shift my tubeless stuff from my old wheel to the new wheel on the spot and got me rolling again. Thanks for the great service.
Excellent customer service and superior knowledge!
Great staff, very helpful and friendly. M.J. was great when we picked up our bicycle last week.
Bike lane worked with me to find a seat that would be comfortable on my bike. And I made many purchases and exchanges and they were very accommodating.
2020 has been rough on cyclists like me who have been riding for 50 years, because nowadays the bike shops tend to think we all just discovered cycling.
But the people at The Bike Lane LISTENED and were quick to recognize that I'm not a newbie and adjusted to the fact that I knew what I wanted, but needed help finding the bike in their current line-up that serves my well-known needs.
Only one other shop has done that, while the rest just kept talking and talking as if I'm starting from scratch.
I bought two new bikes this year, one from The Bike Lane and one from the only other shop in which the employees listened.
Customer service,
Bicycle assembling
Notifications and coordination for bicycle pickup.
Personnel are extremely helpful
Great selection, customer service, and communication
I had a hard time finding the Trek Verve 2 bike online and The Bike Lane was the only store that had it in stock. I showed up without making an appointment to pick it up. I was accommodated immediately and the gentleman even helped me wrangle my bike into my car.
I love the bike lane! Your location is outstanding. Your employees are terrific. The atmosphere, where people can come and hang out, take a break from their ride, enjoy a small breather and talk bikes (or not) is terrific! The only downside is the pricing. I know that bikes are expensive, and that bike maintenance costs money. But if you can charge people less, you should. I don't know about the "everyday" stuff. But I needed a repair about 2 years ago, while I was out on a ride, and it ended up setting me back around $500. That was a surprise. Every other experience there has been terrific. So (90%) thank you, and (10%) I'd love your help with my bike maintenance, at a lower price point than in the past.
Excellent service, and often without having to leave your bike overnight.
Everyone is super helpful and provide great service and knowledge
Liked that you did a good job tuning up my bike.
Service was very efficient, sales person are very helpful.
Very friendly and helpful staff. Love the quality of Trek bikes. Thanks!
My wife and I had one of the best customer experience ever at the Bike Lane. Matt went above and beyond and we bought multiple bikes from him. We can only highly recommend him and we have already sent family and friends to the store.
I can’t wait to upgrade my Fx3 and will def come back to see Matt.
Richard is a great service tech!
The new location is great (much larger and brighter, nice cafe), but I feel the store has gone downhill in terms of the employees. In its heyday at Reston Town Center, you had, to be blunt, overqualified staff - Adam, Tony, Brooks. Adults! Now you have a bunch of kids working for you and their customer service is sometimes iffy. It is now more like every other bike shop, than the special place it once was.
The location was great, and the COVID-19 protocols were commendable. The staff was knowledgeable, candid, and overall professional. They knew their stuff!!
The staff were very nice but no one took the time to property adjust my bike and allow me to test ride it. It's been a long time since I had a bike and for the amount of money paid, I would have loved for the proper time to be taken.
They had my hard-to-find tires at an excellent price. It's a bit of a wait for them to be shipped out (because they are so busy, I imagine), but they arrived well protected and on time. Good communications from The Bike Lane.
The person who helped me and my son place our reservation in person at the store was fantastic! However when I called up to check on it after I did not receive any messages when it was supposed to have arrived, I got mixed responses. I wish I had gotten names written down of each employee I spoke with. Most were extremely helpful but I had one that sounded like they had better things to do and just wanted to get me off the phone. Overall experience was great. Unfortunate that both my bikes on reserve got delayed by 2 weeks. We have a big biking trip coming up and now one of the bikes won't be ready until after we have already left for our trip. At this point it doesn't make sense for us to cancel the reservation so we will just have to pick it up after we get back. We understand that it's not always in the stores control and that it also has mostly to do with the manufacturer and how they distribute their supplies. I would shop with The Bike Lane again.
I test rode a lot of brands when I was buying a new mountain bike and the Trek bikes were the lightest metal frames and the most comfortable for me. I also really liked working with the sales person. He was very knowledgeable, listened to what I was saying and helped me find the right bike for me. I love my bike. Since then I have gotten three more Trek bikes for my kids and they all work great.
Ok, I had the worst customer service while I was there. My daughter just need needed a simple basket installed. I left my bike with you guys and four hours later I return. Nothing was done. I then asked how long it would take and was told to come back. I came back for a second time and was treated like a third rate customer. Another, hour went by, and finally I got the basket installed. Customer service is the most important thing a company can have and this was by far the worst experience I have had in a long time.
Placed online order with store pick up and didn’t hear anything back. Went to Reston store and was told way behind in online orders and product was not in stock. If that was the end this would be a negative review. The manager/owner said that the product or a similar one would be at the Springfield location and offered to have it sent from that store. I opted to go get it myself. All ended well!
So far products and service are very good.
We had great service on a bike repair. Just waited for them to fix it did not have to come back! Thanks so much.
The attention and willingness to help. Everyone always here to help and remember you.
The customer service was good I really like the fact that they checked my bike over before I took it out of the store.
Excellent customer service
Jeremy was AWESOME in providing recommendations on the best bike and accessories. Been riding for years and impressed with Jeremy’s knowledge and patience to not only explain various options but then dialing in my new bike and accessory purchases for an ideal fit. Looking forward to putting a ton of miles on my Checkpoint and excited to have a great shop and personnel at The Bike Lane to support my biking adventures in the coming years.