based on 4919 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.
exactly what i needed. great price. no upsell pressure. perfect shopping experience
Always great and knowledgeable customer service at the Bike Lane. Real bike people who care about their customers.
Great service on a very busy afternoon
Great to deal with. Great location.
Friendly, fast and knowledge - you have a great team!
Wide variety of bikes and supplies and love that they also have their own brewery!
Wonderful, friendly and knowledgeable staff, love that it’s a small shop and am so glad I bought my bike here.
friendly, fast, compentent
Fast service, understanding my needs, good products
You were timely and very responsive. You also delivered on the date you said you would deliver.
Amazing shop!
Great, courteous junior tech helped me fix my bike. He did a fantastic job. Super professional.
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.
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.
Products are top-notch. My family has owned six Treks from the Reston shop and we have loved every one of them. Customer service is top-notch. From sales to mechanics, everyone knows in detail what they are talking about, which makes repairs fast and accurate, and there is no pressure to buy anything. Mechanics take the time to explain anything you need and are encouraging when you want to learn to do things for yourself. As a woman, they treat me with real respect; I find they don’t have the machismo that makes other mechanics treat you like an ignoramus or ignore you altogether.
One of the best services is their bike-fitting, especially Bill Helwig! One reason so many people abandon cycling is that they are uncomfortable and blame it on the bike; they haven’t invested in a bike fit. While you’ll always get a good preliminary fit at any worthy shop, coming back for a professional fit after a few weeks of riding is a MUST. This isn’t just for comfort, but for injury-prevention from musculo-skeletal misalignments or overuse. It should be built into your budget — because any bike that isn’t ridden is money down the drain. Once a bike fits well, you’re riding on angel-wings! And cycling will become a lifelong
Another benefit is that they readily let you try out the bikes to make SURE they will work for you. And they have loads and loads of choices in the Trek line, along with a couple of other brands. Trek, BTW, is a U.S.-based company out of Wisconsin, so buying a Trek supports U.S. jobs.
Added bonus: at the Reston shop, the beer is a thirst-quenchingly good experience! And the store is RIGHT on the W&OD trail with plenty of parking and easy access to the store.
They have provided nothing but outstanding, quick, experienced, and value-driven service and parts for my family for the last ten years. These days, they take particular care to be virus-safe.