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.
Great selection and service!
I ordered a bike helmet on the 9-12-20 & pd extra shipping to get it sooner & it's 9-26-20 & I have NOT received it yet......
My wife and I got the impression that this shop is intended for professional bikers purchasing high end equipment, and not at all intended for a couple who didn't have a deep understanding of the industry. My wife ultimately decided not to get a bike here because her questions were answered abruptly or with a laugh. The crowded arrangement also made it hard to have a conversation about what we were looking for because we were constantly dodging bike traffic standing right up against the desk with the registers in line with the front door.
That said, Patrick (who wasn't assigned to help us) was wonderful. Both times when our sales clerks were unhelpful, he stopped and went out of his way to say "no, that isn't correct - here's what they are asking about and this is the correct answer" or to say "have you considered this option? It sounds like it might be closer to what you're looking for".
Perhaps we just got unlucky with the sales rep we were assigned, but two separate visits made us feel like we were a bother and that we really should know more if we were going to take up your time.
Picked up a new bike, but there was no attempt to size my daughter or check the brake position, both things were done by the Springfield shop for my son.
Fast, polite, and helpful
Loved that u actually have bikes to sell. I’ve been looking for 6 weeks and told 2021 to expect bike. Bike was in box when I called Wednesday and I put a deposit down - Thursday I took bike home. All staff were professional, knowledgeable and kind. Can’t thank you enough!!
Great selection of bikes and accessories. Friendly and knowledgeable staff. - Ray, Chantilly VA
More bikes in stock
Customer service used to be excellent two years ago. Staff was very helpful and cordial. Not as much so now. Though it is understandable with the pandemic and a lot of people needing bikes.
Great quality products & fantastic customer service
Amazing customer service!!
Representative was very helpful
personalized service. the fact that you actually had bikes when they are in short supply all over
I purchased a bike online. The website said it was in stock but then a week later I was contacted and told that it was an error and the bike actually was not available. I’m very disappointed
My new e-bike had a serious issues First name removed, Tom and Richard went out of their way top get the issue resolved. They got me a new bike and back on the road. I am grateful for their customer service.
Very honest and fair communication and practices (ex: up front about potential shipping delays, didn't charge me extra even though the price of the bike went up during the ~2 months I waited for it). Really appreciated the time he took to walk me through all the features of the bike, best practices, and safety tips.
I ordered a tire online and got a message later saying it was not in stock. Then I went look for it elsewhere and found on another store for less than 50% of the price with free shipping to my house...
I felt being ripped off on the price of the price you had online...
It's not OK to overcharge that much.
I had a great experience purchasing my bike from The Bike Lane. In spite of being incredibly busy, everyone at the Reston location was very friendly, and took the time to help me get all set up with my new bike. I’d definitely recommend The Bike Lane to my friends in the area, and look forward to trying their brewery/café soon as well!
I will definitely recommend this store is such a great service and lovely atmosphere
People is so helpful on anything I will say this is A plus store
I ordered a bike at the end of July. It was supposed to come in Mid Sept. I had to call three times to figure out where my bike was. The first time I callEd three times, no one picked up (the store was open). The second time I called two times and then was put on hold for ten minutes while the guy looked for my bike. He didn’t have me on mute or anything so I could hear all conversations over the receiver. He told me my bike wasn’t in yet. He apologized and said to call back on that Thursday if I didn’t hear from them. I called back on that Friday to find out that my bike wasn’t coming in the color that I ordered it. They had another color and asked if I’d be okay with that one. When I came in to pick it up, they acted like nothing was wrong and it wasnt there fault. It was the manufacturers. While I believe things are backed up due to the current pandemic, a call to let me know would have been VERY appreciated. I could have ordered a different bike or Took my business to a bike shop that had my bike in stock.
Again, I’m pretty disappointed with the service. I didn’t get the bike I wanted and felt I had to go with that bike because otherwise I wouldn’t have a bike when I needed it. I also feel that the staff didn’t take the time to adequately make it right. They were swamped in there and it was chaotic.
You can make it right by updating future customers about their orders. Being proactive. Even making it right by giving them a free product or incentive to come back. I had none of that and there is no incentive for me to come back and make a purchase. The only time I will be back is to take advantage of the free tune ups that came with my bike purchase.
I hope this review helps to improve your business. I truly do.
Mechanics missed a few things, so more attention to detail.
Your customer service is the best. All of the boys love their bikes.
Great service great employees
The employees were rude and grumpy. I also stood outside the door for nearly 20 minutes waiting to be allowed to enter. I understand Covid, but there was only 1 other customer in the store and I was the only one waiting outside. The Conti GP 5,000 were $80 a piece, but only $40 on Amazon. Silly me for waiting until the last minute to make my purchase. Also, there was no rim tape available for purchase which seems like a fairly basic item.
I have always had great experiences with The Reston Bike Lane, but I doubt I will ever go back to the Springfield location.
The staff there are VERY friendly and knowledgeable; the service is terrific and the quality of repairs, support, and help is GREAT!
Very professional and trustworthy of repair needs.
Service on bike was more expensive on pickup than the estimate. No explanation was provided or service order detailing what was done.
Friendly Knowledgeable Hospitable
I like Trek bikes and the staff is very knowledgeable.
Quick, excellent service!