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.
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
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 :)
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.