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.
Speedy service and professionalism.
Seth was solid help.
I appreciate the service Seth!
Geo
You made it so easy! I felt we were guided through the process with experience and kindness.
We are new to the area and I am looking for a shop to work with. This was my first time using Helen’s service department and I was very impressed and happy with their work. I’ll be back.
It would have been nice to get a call on Wednesday when the bikes were due. I ended up calling on Friday and found out they were ready. The work done was great though.
Edgar is the best!
After 6 weeks, I was told my bike was ready. I came to a bike that wasn’t fully fixed. I got an estimate for a new fork; but the fork hadn’t been replaced and was clearly still bent. After I asked to talk to a mechanic (after being told to go pay for it to close the order), I was told that they were “just waiting for the fork” that would come in about 2 weeks. Sure... 4 weeks later, I was told it was ready. The fork had been swapped, but the steer tube wasn’t cut to match the height of the previous one, so it’s now too tall by an inch, but this has been so frustrating that I don’t want to come back to ask about it. And I don’t understand how that happened, but my rear tire was seriously damaged while my bike was in the shop. The mechanic apologized and gave me a replacement tire, which I appreciate, but it’s a lower quality than what I usually ride, and nothing would have been done if I didn’t point it out, so it’s still a bit of a bummer. I came to Helen’s because I live nearby and would like to support my local shop, but this experience will definitely keep me away from the shop, along with anyone I’ve already mentioned this experience to.
Maybe it was bad luck, maybe I was just assigned to an inexperienced mechanic, maybe bikes that are worth less than $2k aren’t ever well taken care of at this shop. I don’t know, but at this point, I might as well just go to REI.
If you don’t have the bandwidth to take on a repair, please don’t say you do and then do a terrible job; just be honest about it, thanks.
Cameron was very helping me in finding the perfect bike for my planned use.
Service department was very professional, understanding and thorough.
You take care of your people
Good service and good advice.
Expertise and professionalism
I came in for a broken rear derailleur cable.
That was replaced. But after closer inspection I need a new chainring and tech didn’t mention that.
Got a $6600 Santa Cruz bike and it came with a bunch of air in the hydraulic breaking system (required a full bleed), the rear derailleur was not properly tuned, you couldn’t even be bothered to put proper pressure on the tyres (which is fine but just plain lazy). The bike is fantastic and hard to get with the current shortages, no regrets there, but this shop is a joke.
Good products, but overall the attitude of the Manhattan Beach people are not as good as the Santa Monica or the previous Marina Del Rey locations. Sorry, but I can't lie about this.
Great customer service
Great service
Keep up the great work!
Always great service.
I had been looking for a certain bike/build for a while. Obviously it's hard to find bikes right now, but there were a few shops that had what I wanted, but out-of-state. These shops were unwilling to ship the bike to me. Ultimately, I think they just didn't want to take the trouble to do it and make the sale, because they knew someone else would walk in and buy it. When I called Helen's Cycles, Mike, the store manager answered my call. I was shocked to find out that I could have the bike shipped, and that he was willing to make the arrangements. This saved me a lot of money in taxes, and a 600+ mile trip to come pick it up. He kept me in the loop during the whole process and was very professional. This is the way bike shops should be, thanks so much, Mike and Helen's Cycles!
Friendly staff who will work with you to ensure a pleasant experience.
Due to the complications of the pandemic, bicycles are in high demand with limited availability. My son races on his high school team and has recently grown several inches rendering his current ride useless. He has been ‘hawking’ every bike shop in the country to find one he could get before December! He found the perfect Trek at Helen’s and asked me to call. Mind you, we live in NJ. I called towards the end of the day and Chris jumped into action! He wasn’t quite sure about shipping but said he’d hold it for us until I could talk to Jay. Next day, Jay emailed me, offered great service and had it ready to ship and made it very easy for us. BEST customer service EVER! Thanks Jay and Chris- can’t wait for my son the get his bike!!!!
Shipping charges were too high. $25 ground from LA to Bay Area. The web site said orders over $95 ship free but added additional items to my cart and never got free shipping. This particular part wasn't in stock anywhere else so I ordered but it left a really bad impression.
Staff was friendly, helpful, and quickly prepared (tuned up) my new bike for me.
Appeared to be new employee who helped us and he was not very informed with both bikes and what your store sells. He was friendly however and made an effort to get answers for our questions.
Very helpful staff who was great with my grandson.
Everythinh
Wait times to get repairs or tune ups.
Had everything in stock I needed. Great customer service.
Every single person I spoke with there was incredibly friendly, knowledgeable, accommodating, and when they told me they would call, they did.
I would 100% work with them again!