based on 4848 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.
Your tuneup and replacements/repairs have made my bike ride like new.
Went to get my daughter a bike and the staff were friendly and very helpful.
Todd and Richard exceeded all expectations. The bike I wanted was not available at my local Trek dealer. Todd had one and put it aside for me during our first call. For an added challenge, I wanted a couple of modifications to the stock EX 9.7. Richard was able to order what I needed and had everything ready to go the next day. My goal was to pick up the bike as I was leaving for vacation (the shop is just over 2 hours from my home). Collin helped install my pedals, adjust the shocks, and switch the grips from my old Trek. I was on the road with both bikes, ready to ride in no time. Most impressive! If I lived closer, this would be my bike shop. In any event, it’s clear Trek chooses their dealers with care.
1. The long wait to get into the store because of physical distancing
2. The store encourages trade-ins but then low balls the trade in value of bike.
3. It took me at least 20 minutes to check out. At no time was I told why it was taking so long...
4. Bought a brand new bike for my son and he immediately had problems with the bike...wouldn't shift to gear and certain gears caused the bike to "pop" if peddled too fast. Because of the long line to get into the Bike Lane, we went elsewhere to get it fixed.
Stock, availability, knowledge, and professionalism.
I had to buy a new 700x23 tube with an 80mm stem. The BL in Springfield had the tire I wanted but no tubes. They called the Reston store and found one for me. I raced over to Reston before the store closed and they had my tube waiting. The staff got my wheel taken care of and we were on our way in about 20 minutes. Yes it is a pain in the rear to have limited supplies of tubes but I’m thankful your team at both stores went overboard to help keep me on the road.
We bought a Merlin 5 mountain bike for our teenage son, he’s really enjoying the sport and helmet for myself. The associate was knowledgeable and very friendly.
Unavailable most of the time.
Ease of ordering
Bill was fantastic and helped me get situated with all the accessories to get started on cycling. I'll be back in the near future to finalize all my other purchases. Thanks again for the service, honesty and hospitality.
The Bike Lane owner and entire crew are Always accommodating! You can tell they share their passion for a living.
the product I ordered was great aND DELIVERED ON TIME
Great service on my bike
I liked the customer service when I bought my bike, when I bought my wife's bike and when I got an older bike repaired.
Was in and out, just how I like it.
Very helpful staff. And I appreciate the adherence to safety during Covid.
Great selection, excellent prices, fast shipping, response time is very timely. When there's an issue with an order it's resolved in record time, it's all good! Why shop anywhere else??
Pickup was organized, easy and safe!
A friendly, knowledgable staff that goes out of their way to make things right and keep the customer happy.
I did not want to visit the store due to covid, placed the order online, the helmet arrived, no problems, exactly what I wanted.
Excellent service in these trying times.
Helpful staff. Very cool about asking mechanic a couple questions and getting some advice.
Excellent bike service and repair.
I dropped my bike on Monday, and even though they were closed, the person manning the bar took my bike in. We started very well!
I called all day Tuesday and no one answered. Must have called over 6 times and eventually left a VM.
I called Wednesday and was told I would get an email with a quote by end of day.
Thursday afternoon I called and was told I would get an email with a quote by Saturday!
I changed bike store after I joined Revolution cycling club. Since bike lane is a sponsor, I wanted to give you my business.
But the customer service did not meet my expectations. I don’t mind the wait if you are busy, but I never got a straight answer and that generated the wrong expectation with me.
They last person I spoke with on Thursday was not the friendliest and I wasn’t on my best day, so I decided to go and pick up my bike and take it to my old bike store.
they were vary organized and they were really nice.they did not try to sell yu stuff thats not good over all a solid 10/10
On the 4th of July you folks help me out with a broken chain when I had the break down 4 1/2 miles from where my car was parked. You brought my bike right into your service area and had my bike finished in about 30 min. Your tech also tweaked my shifting mechanism after replacing my chain, this was all done for the labor cost of replacing the chain. Thanks for your help - Blake Annandale VA
Personal attention and service from a staff that knows bicycles and obviously love the sport.
I purchased 2 bicycles and accessories from you as you were the only bike shop to reply to an inquiry.
When my 2nd bike came in, I got an e-mail that my order for a kick stand had arrived but said nothing of the bike. I was in your neighborhood so I just stopped in to learn the bike was also in. Great. It would have been ideal for the e-mail to have informed me of the higher priced, more important item.
Thanks for being open and working hard through the pandemic!
Best Customer service i have had in a store for a very long time.....its more than a Bike store, the people are very helpful and go the extra mile for your satisfaction. They even help me mount my bike rack that i brought with me. i cant thank you enough. THANK YOU !
Great personal service.
Outstanding service over the phone. Finding a bike rack, tracking the back rack through delivery, calling around the area finding me another bike rack from a different store when the rack was not shipped in time (bike trip deadline), and processing my return. The staff at Old Keene Mill Road store are amazing and made me as the customer feel good about doing business with you. I will be back to your store at Old Keene Mill.