Customer Testimonials

The ordering process was very easy and the shipping to my local bike store was very fast.

Good prices, fast lead time on their items

Mountain bike info

The Domane SL6 is a beast!! Hands down the best bike I have ever had. Rides so smooth and is incredibly responsive!

It keeps me updated on everything TREK.

FYI, I'm a regular Trek customer (at my local store), and until a friend told me that sold good, used bikes online I had no idea. I'm very happy with that purchase. Navigation through the website during the purchase was a bit of a hassle (including, but not limited to, the fact that I got the impression that I could have the bike, which was a surprise present, shipped to the store and I could pick it up. I was never able to make that work)

I was overwhelmed by the service I received when I needed to exchange a pair of bike shoes.
Fabulous customer service, helping me get mine returned, new ones ordered and arrived next day.. in time for my event! I have told so many what a great experience I had. Thank you for being so kind!

The staff at the service desk are very knowledgable and don't unnecessarily recommed expensive repairs to your bikes. I had a question about wheel-on trainers and the team member at the service desk spent more than 15 minutes talking with me about bike specifications and making recommendations regarding thru axle adaptors and trainer wheels. Trek is dedicated to customer satisfaction and ensures that consumers are well educated regarding their purchases

It was all straight forward and low effort on the users end. I just found a bike on sale, ordered it to my closest store and they assembled it. The ONLY thing that was unfortunate was that maybe mention somewhere about taxes or shipping fees with an asterisk on the bike prices, something more obvious. I expected it, but my wife was shocked when the 350$ bike became 450$ real quick. Thanks again though.

Trek is a company and a brand you can trust.

Quick shipping

The ease and convenience of being able to choose and purchase what parts I want, not what’s available at a bike store!

Professional, quality, effeciency.

Expertise of employees in addressing bike repair and greeting when I entered shop.

The special price and the speed of delivery

The shipping speed was super fast, I was expecting the bike to arrive several days later than it actually showed up. I was impressed how fast it was picked, shipped and delivered.

Quality of the materials and the bike itself. Knowledgeable sales agent.

I ordered this bicycle. It came in within record time. Everything was perfect. I had it sent to a bicycle shop that I used. It was put together and the bicycle is flawless. The craftsmanship on this bike is impeccable. I’ve been riding no name, cheap bikes, and someone finally told me to invest in this kind of bike and I’m very happy that I did. I am 150% pleased with my purchase and I would definitely recommend and our purchase from them again

Everything was superb - the routes, bikes, accommodations, communication, and hospitality. 10 out of 10!

Top quality. Fast shipping. Ergonomics are great for my 6 year old. She loves it.

Purchasing a refurbished bike online was straightforward and seamless. Phone support was excellent during the transaction. I would highly recommend

Fast ship!!

Good sale items, fast shipment. Great product!

John Burke, CEO, Trek Bicycles

Subject: Enhancing Customer Experience – Feedback & Solution Proposal

Dear John,
I hope this letter finds you well. I am reaching out as a long-time Trek enthusiast, owning five Trek bikes, including my most recent purchases—two Allant+ 8 models, which have been fantastic.

I want to commend Trek for implementing direct-to-consumer sales with discounted pricing. Additionally, I have had great experiences with Trek’s customer support team, who have been friendly and easy to communicate with—deserving of four stars. However, I have noticed a major gap in the overall customer experience when transitioning from direct purchase to dealer delivery.

Once the bike is shipped to a Trek dealer for pickup or assembly, the experience changes drastically. It often feels as though the dealer views direct customers as problematic rather than as valued extensions of Trek’s community. In multiple instances, I have had to remind dealers that they are representatives of the Trek brand and should fully support Trek’s mission, rather than seeing direct customers as an inconvenience.

As a solution, I recommend taking inspiration from Dell’s premium customer support model. Dell provides an onsite repair service through firms like Unisys, dispatching technicians within 24 hours to assist customers directly at their homes or workplaces. This level of support ensures a seamless experience, making it easy for customers to remain loyal to the brand.
A similar model for Trek—offering premium onsite assembly and support—would enhance the customer journey. Trek could partner with trained service providers to dispatch technicians directly, ensuring proper assembly and immediate troubleshooting if needed. Customers who spend thousands on e-bikes would gladly pay for such a premium support service, knowing their purchase experience remains efficient and hassle-free.

By expanding Trek’s control over the end-to-end experience, you would be strengthening brand loyalty, increasing customer satisfaction, and optimizing your marketing efforts for long-term success. Right now, Trek is 75% of the way toward delivering a flawless experience—this ultimate step could complete the ecosystem.

I hope you and your team find this feedback useful, and I appreciate the time and consideration in reviewing my proposal.

Looking forward to seeing Trek continue to innovate in both technology and customer experience.

Best regards,
Mark Jones
Phone number removed

Quick fulfilment.

Love the brand and the products and services. I find Trek to have quality items that are priced well. Furthermore, Teek sponsors youth cycling which is very important to me because I am a volunteer coach for NICA and Little Bellas.

My Domain + 9 is a great e-bike. The motor is very quiet.

Free shipping

Staff were super friendly and helpful. They took time to inspect my bike and walk me through service needs. They helped me track down a mislabeled set of cleats delivered to the store and ordered a replacement set just in case.

My bike has always been in top form after service by these guys. I would recommend Trek Oakland to anyone!

Everything went well as ordered. Talking with a rep. was easy.