based on 1705 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.
attentive service
Super friendly service. Professionally done bike tune up. I would go back on a regular basis to have my bike worked on.
Excellent shop for high end builds, flawless service and work.
Frank was fantastic as a salesperson. He was patient with my many questions and answered them all.
Great staff and service department.
Personable, professional, non-pushy service. Went in not expecting to buy that day and within 15 minutes I'd made the decision that I was in good hands and was confident to move forward right away. Thanks for a seamless experience.
Jay has the best bike shops in the whole wide world. Thank you again for the discount : )
Great customer service with the best bike mechanics in the city to boot!
I purchased Pinarello DOGMA F12. I consulted with Brady in Santa Monica shop about the delivery date and specifications first of all. He kindly taught me, and he immediately examine the frame set and component I wanted, and politely answered my questions by email. I’m bad English, so I was very anxious about purchasing the bike I wanted, but thanks to the cooperation of the staff, I was able to purchase the bike I wanted right away. I’m very grateful, I’ll always take good care of the I bought.
Best sales people. Best inventory.
Friendly staff that helped me pick out a bike and all of the accessories I would need. Fair prices as well.
Always great service and fast!
Adam is such A GOOD SERVICE MANAGER. WOO HOO
Great service. The guys really know how to fix bikes. Special thanks to Wilber for keeping our bikes in shape!
I love this place. The most helpful and knowledgeable staff around.
Great support from Josh!
Very customer oriented: they give good advices and are always ready to help when a customer has a bike problem. Even during the time of the pandemic when they were super busy and overwhelmed, they tried their best to satisfy their customers. Their patience and commitment during that time were remarkable.
I’ve found the prices to be on the higher side and can’t find lower cost items easily (such as bike helmets).
You can trust that they'll take care of you and your bike right!
The overall service is very good. The reason I don't give it a 10 is that the man at the check in counter lacks a friendly and welcoming attitude.
I had purchased a new bike and lock and was told if I ue my apple card my lock will be non-returnable...
"huh"? you dictate return policies on the transmission of my credit info?
"yea...it randomizes your account number so we can't make returns"...uh...ok. Oh yea and bikes are non-returnable.
"WHAT? but this is a gift unseen for my son for Xmas:..what if it doesn't fit???"
"you can exchange"...
"oh good, that will work" .
..."but only for 7 days"
"WHAT???XMAS is 24 days away, do you have a holiday exception???"
no. no exceptions.
Can you cancel my $800 order?
Yes.
Canceled.
I've been going to Helen's for years, but realized that I have only been getting accessories and repairs, never bought a bike so never knew about the policy.
Thinking I was being unreasonable, I Googled "typical return policies for bike purchases" and discovered REI - returns and exchanges for any reason (other than normal wear and outgrowing) for a year. No questions asked. Went there the same day, spent $900, and met the repair guys. Nice crew. They have earned my business and I have three kids, seven bikes and now a new retailer. Honest opinion, only because you asked.
The folks here know their stuff, are super patient, and were able to get a bike in for me when nobody else was during the pandemic.
Monty and Mike are awesome!!!
Very quick and helpful.
Great service
Nothing
Friendly and services are prompt
Very helpful service and knowledgeable employees
Service was very helpful. I needed to size the right bike for my daughters. I was way off and glad I spoke to the rep. They installed new kick stand, bells and water bottle holder in a flash. Very friendly
Always proficient- friendly- courteous and helpful
Best pro bike shop and mechanics thanks Ernesto for your good attention and costumer service I recommend I.Martin Bicycles