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.
Fantastic attention to detail, polite, quick order to arrival for most products, and beer/coffee also? Yes, please!
Great customer service
I thought that your prices were excessive relative to other vendor with similar services. I did, however, like the efficiency in which my bike was serviced.
Why the sudden, steep hike in your beer prices? I used to comment that you charged a fair price, but now it's the same high price as all of the other craft breweries. I understand you need to make a profit, and I like the beer you make. Just seemed a bit on the steep side to me. Good service, all round.
Great group of folks that are willing to do almost what ever it takes to get you riding
Friendly service
Friendly and helpful staff.
Prompt, reliable, and top-notch service!
I had paid for a bike in stock. Four days later I still had not been contacted. I called and “oops sorry, it is still sitting here untagged”. I then drove the 45 minutes to get it, but I didn’t bring it home as I pointed out issues....scratches and a broken light. Got a call about 30 minutes after I got home to say the light wasn’t screwed on correctly and the scratches were buffed out. Shoddy service and poor communication all around. I canceled my order. You have no inventory and seem very content with providing poor service , because “bike lane is busier than ever”.
Quality product ,great customer service and good guidelines to protect customers from the pandemic that we are facing.
Well I have not bought anything. When I came to get an FX3 they were out of stock. Bummer.
Great services and bike selection.
Attitude of mechanics, which led to a needless argument. It’s a long story I’m not going to get into. Bottom line, several things we said that finally frustrated me to the point of getting into an argument. There’s no making things right. I have no interest in going back. Very unfortunate, my wife and I used to enjoy this shop.
Very friendly and accommodating service!
Very knowledgeable and professional and not pushy/aggressive. Very friendly.
All contacts with the staff were friendly and polite. Thank you. Of course due to COVID, I waited a long time to leave my bike and to pick it up. I appreciate the social distancing spacing and your limits to coming into the shop.
I thought the design of the bill was confusing. A labor charge was listed but also a basic $175.00 charge. I called to understand that charge as I thought it might be like a service/warranty type plan but was told it was a less expensive way of billing me for the labor charges. But since the labor was listed it gave the impression of double billing.
I would have liked more advice about whether it was worth it to spend $490.00 for repairs or to buy a new bike. I still don’t know if I made the right choice. The good news is so far the bike is working smoothly - just a small clicking sound. I realize your shop is swamped with business. I am glad that some companies are surviving the pandemic.
The personal service.
Bike Lane is the best shop (not just bike shop) in NoVA. Todd takes customer service to the highest level imaginable.
I came in with a flat tire. The associate that approached me told me my tires looked like they needed replacing, mentioned that they were older and that I would be safer on better tires. He offered to have them replaced, to which I agreed. He later returned and informed that the tubes would need to be replaced to match the new tire size. My tubes were 1 month old and I had no intention of replacing them when I arrived, but I agreed to that too because he said its unsafe for the sizes not to match. I left paying close to $200 only to have my old tires handed back to be on my way out the door. I was told to keep them in case I needed a spare.
I asked why I would keep tires with a hole and the young man explained that they never had a hole, the presta valve on my wheel was just stuck.
I felt fooled and tricked. I love the bike lane, and would have happily bought tires at a future date, but yesterday felt like I was intentionally advised to pay for a service that was not needed.
My husbands bike now has a flat and I am not sure I can trust what I am told at your store. I am hesitant to return.
Quick service, and well done. They were upfront with cost and timing. Only issue is they clearly did not do a road test of the bike. I had to fix my front brake after first ride because the caliper nut was loose, creating a squelch when I applied the brakes under a load. Was surprised that wasn’t caught during the tuneup. Issue didn’t exist before I brought the bike in.
Attentive staff!
John was very nice and greeted me outside the Reston store before opening time as they were preparing and bringing the display bikes outside. I needed a GU pack to finish my ride back to Alexandria, so he helped me out with a quick sale so I could be on my way. Friendly and helpful is always the way at The Bike Lane. Thank you!
Few points:
- The phone number listed for Bike lane keeps ringing and no ones answers it.
- I got my bike two days after the promised delivery date.
- Your store is out of stock for most of the important bike accessories, if you want to run this business you need to make sure you do have the needed items
- Wait time is little too much, but it is understandable its covid19 era so its okay.
Shorten the wait for service
I was waiting outside with my Checkpoint SL5 in line about a quarter past noon. Vincent saw me, asked what was up. A short time later my front derailleur cable was replaced and the bike is well tuned again. The service is exactly why I love The Bike Lane.
Also, I got to see first hand the number of bikes in the shop dropped off for service, and the number of people in line after me. Crazy! The Bike Lane team employees are heroes supporting the COVID 19 demand in the shop. Thank you!
Very friendly and knows staff
The Bike Lane is a wonderful store with great service and high quality BUT half the staff were not wearing masks and made no attempt to respect social distances. Please be more considerate of your patrons’ health and risk factors!
Friendly staff.
Very informative.
Friendly informed skilled people!