based on 5196 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.
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.
Pricing for the work done was higher than other local shops
Staff, Trek, and beer! All top notch!
The store was crowded and felt unsafe when I went into it. One employee's mask was only covering his mouth. The gentleman who actually helped me was very helpful.
The candid honesty 😂
Service was quick and done well.
Corinna was great. She swapped out my rear disc to a new rim even though your shop is very busy. Your shop is still my favorite even though I moved out to Winchester, VA.
Staff was amazing and treated me very respectful and went above ensuring my purchase experience was the best it possibly could be. Daniel, the sales person helping me was amazing. I was treated like family. 100 percent recommend the Bike lane in Springfield.
I was very much impressed by the fact that you gave me information about my bicycle, which I had bought elsewhere, without even considering my offer to pay for your services. I am not yet in a position to judge the quality of the work done on it, when the technician dealt with that, but so far much impressed. Thank you.
The actual purchase was fine, we have a good bike at a fair price, and a friendly and knowledgeable staff that can assist us in the future if needed.
Unfortunately, EVERYTHING between the purchase and us taking possession of the bike was very disappointing. We had a promised delivery date, which was missed by 2 weeks, it was very difficult to get updates or answers over the phone, a second promised delivery date was missed, and twice I came to the store during business hours but the door was locked which did not appear related to reduced capacity for COVID but was for the purpose of enabling the staff to get caught up.
I love The Bike Lane Reston. They have a good variety of products and knowledgeable staff. The coffee shop is great. Bill, the bike fitter, is my favorite-He’s amazing!
Some employees have the “biker” mentality 😟. Employees should be more open to new riders.
Great quick service. Friendly staff
The Bike Lane has to have the best customer service I've ever experienced from a Bike shop. The staff is very accommodating and the mechanical service is top notch.
Keep up the good work & thanks!
Treat you like your bike is theirs. Derrick (the chief) is fantastic!
In my circa 35 years of going to bike shops, Bike Lane is clear number one!
I ordered new inner tubes for my bike. They said it would be 3-5 days before they would get in. The tubes came the very next day.
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.