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.
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
Staff took the time to help us find the right fit, on a very busy day.
Great and fast service, helpful and knowledgeable employees, and great prices
Derrick is a star! Daniel was also extremely helpful.
Amazing bike and accessories, and very knowledgeable and personable customer service!
Very knowledgeable and helpful staff.
Quicker than expected turnaround on bike service.
The guy who did our service was honest and helpful and didn’t try to sell me services or items that weren’t needed.
excellent customer service. very knowledgeable.
Not your fault but the covid/waiting in line thing sucks.
perhaps set up outside to handle repairs, allowing those with purchases and pickups
to go inside?
or perhaps two lines, one for repairs and one for sales/pickup.
Good job at reasonable price
Great selection of quality bikes and expert, caring service from an awesome staff!
Customer care and support are top notch at The Bike Lane - Reston.
Wonderful service from start to finish.
I had a great experience ordering a bike over the phone.
Friendly service. Went in with my two kids for bikes and helmets and got really great no pressure help to go through bikes and helmets. Ended up walking away with a bike and a couple of helmets. Would definitely come here again and recommend these guys.
The fact that points can only be earned if you purchased a bike from your store.
You guys are great and Derrick in service is always awesome
Get them a digital tip jar since cash and coin are short in supply :)
Good customer service,
The person that’s help me was really helpful he did great job.!
The staff start to finish was amazing!
Super knowledgeable and helpful!
I like that the staff are knowledgeable and patient about questions.
Great service!
Excellent service
The customer service is always spot-on. All of the employees are very knowledgable and are able to answer any question I have. They even assisted with ensuring my bike rack was properly installed and the bike was attached correctly. This was important to me because it was the first time I had ever used a bike rack and I left there knowing all equipment was secure for travel.
Would like to see mechanics on the same page. Intake mechanic suggested a freehub overhaul, thinking a warranty replacement wouldn't be possible. Someone else was willing to try and it was replaced via warranty. I'm glad that angle was pursued! Glad to see expanded hours, the waiting outside earlier this summer was a major drag.
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.