based on 4844 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.
Excellent customer service!!
My mechanic Derek in service is top of the line mechanic
Great people, great selection, great service.
Even with a busy repair and maintenance appointment schedule, they were able to fit in a quick tire replacement in a matter of minutes.
I was impressed that the bike was able to be repaired so quickly given that the part needed to be ordered. The technicians were very friendly & professional. In a world were people are so unkind to each other, there rapport with customers was appreciated
From the time I walked in the shop to the day, I picked up my special order bike, The level of professionalism, customer service, and low pressure sales environment focus more on education than closing a deal was extremely appreciated and a welcome surprise.
Your associate Mark in the Reston store was knowledgeable, took time to research, and ensure that I had all the information to make an educated decision about my next bike, including having me test ride two different size frames to ensure I would be comfortable.
This is the second bike. I have purchased from this location, (the first was for my son) and I am absolutely a customer for life!
Jonathan B. (Reston, VA)
Everyone was friendly and wanted to help.
Staff members are the best, and have a ton of experience/knowledge to share.
Friendly and efficient.
The service at Bike Lane is exceptional with very knowledgeable and friendly staff.
I ended up ordering a custom build. Tom was outstanding recommending components based on my riding style.
Lovely and attentive service!
Every staff person is always incredibly friendly. They always take their time to answer even the simplest of questions. By far my favorite bike shop in the area.
One of the best bike shops in northern Virginia!!
Nice selection of bikes. Super friendly and helpful stuff. Marks was very through with us and explained everything about the features. Did not press for more expensive option. Recommended some useful attachments and generally was great.
I definitely will recommend Bike Lane to my biker friends.
great service as always
Good Afternoon, Todd,
I really like your shop, your people and your business model. You have a good variety of bikes (even though I'm not the demographic you cater to), knowledgeable / friendly employees and a great cafe setup for folks who are on the trail a bunch. I always like stopping in to get food/coffee/beer and checking the bike racks to see if any Surlys of interest have come in.
As for the constructive criticism, I have two suggestions for you:
1) I recommend that you discontinue your gift cards entirely unless you can unify your Point of Sale (POS) within the shop (as well as your) webstore systems to ensure that customers are easily able to buy things from the shop without requiring your personal intervention or various forms of exception. This would help you prevent customer confusion, better manage customer expectations and reduce instances where you have to become personally involved to issue an exception / etc (which saves you the time that you need for owner/manager-level tasks).
2) I recommend adopting a scheduling system (Trello, MS Project, etc) to help schedule bike maintenance dropoffs/actions and make life easier for both the customers and the mechanics.
The Why:
In my particular case, it has been very frustrating because I received one of these cards as a gift (by request) to help get my bike fitted. After specifically looking for other things to use it on, I've found that I'm locked out of almost all of the things (outside of basic maintenance materials) that I would buy with it.
I wasn't thrilled but resolved to deal with it when you told me that there was no ability to arrange the fitting through the store point of sale systems, I would have to pay by credit card for the fitting online and that we would work something out with the card later.
When I tried to use the card to pay for an annual tune-up, I learned that I would have to hand my bike over to the shop for two weeks (an understandable date-to-completion, given the timing and that bike mechanics-- while heroes of a sort-- do not have superpowers). To your employees' credit, when I paled at parting with my primary means of transportation for such a long period and asked if I could schedule a drop-off appointment (like at an auto maintenance facility) they offered to make an exception (kudos to both gents for the offer). I didn't want to mess up their workflow, so I appreciatively declined. That said, it seems like your current tasking system puts an unnecessary burden on your mechanics and keeps your customers off of their bikes longer than they need to be for an annual maintenance. I don't know the internals of how your shop does scheduling and workflows but I would strongly recommend looking at some inexpensive scheduling / task management systems like Trello, etc, that could help ensure that bikes are only in the shop when they are actually about to be worked on.
Finally, when I tried to use the gift card to purchase something at your cafe, I was told that your gift cards don't work for food. Given that your employees have signaled an intent to expand the restaurant half of the business in previous conversations, I would assume that cafe sales are a fairly important part of your operation. If that's the case, I think it would be to your benefit to ensure that folks who have money that they want to spend at your establishment are able to give it to you.
I hope this feedback helps and that I was reasonable in both phrasing and content. If you have any questions, please feel free to reach out at Email address removed
Best Regards,
First name removed
Fantastic people. Skilled and kind. The cafe/brewery makes the whole scene even that much more special.
Shop is always very inviting....great staff.....
Always a warm, friendly & helpful place
Staff was friendly and professional, explained details to the service I was to receive, and described the garment I was inquiring about without feeling pressured to purchase anything.
Absolutlely wonderful service as usual.
I found the team to be professional and not push hard on sales.
The people
Customer service is the best!
Marc did a great job of explaining the road bike options that would best suit her, and what the differences were. He’s very knowledgeable and personable. The shop also has a very welcoming feel. We plan to do our business there.
Todd and Mark gave my friend and I a great education to help get us started with adding biking to our exercise routine. No pressure on the sales and some good ole senses of humor made it a great shopping experience.
Very cute store, lots of eager staff so service was friendly and quick. I've never been to a bike shop before, I needed a flat tire fixed, and I was in and out in less than 10 mins. Paid the advertised $25 plus ~$11 for used materials. Even on a cold January Saturday afternoon there were plenty of people enjoying coffees and beers, so the atmosphere was very warm and lively!
Everyone I’ve met there is incredibly honest and helpful and has made me feel comfortable and welcome there. Seems like a group of just really good people (who know a ton about bikes).
Super friendly and knowledgeable staff that answers all my questions. Also appreciate the local feel and ability for you all to flex on things like the annual rewards and having a loaner bike available while waiting for a bike on back order!