based on 1954 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.
Customer service
Ordered a Trek Dual Sport 3, Hybrid Bike, online with a large frame through The Bike Lane after contacting comparable Trek stores elsewhere in Northern Virginia. At other stores, with the pandemic and extremely slow deliveries, I was being quoted an 8 month delay at the earliest, and in some cases over a 18 month anticipated delay. Between the two Bike Lane stores with a shared database, they were able to find me one at the West Springfield store in stock, ready to go, just in time for Christmas!! Customer service communications were excellent via text and phone, and while there, I also added a kickstand, bottle holder, and new bike helmet as well, which were all installed or fitted to me within 15 minutes while I was drinking a coffee and relaxing outside. One of my best retail experiences in years, if not ever!!
Helpful, knowledgeable staff and good mechanics
Bike in for a Service issue on Saturday. By Tuesday, had not been looked at nor diagnosed. Serious cyclists need to ride. I know your Monday’s are closed, but the net effect is 3 days of no training. So I sourced the part myself. I still need a service tech to install the part, but am inclined to go to GL where I can always get a reasonable return time.
Great knowledgeable people
Great expert service and great results on "SPARTACUS"!!
I did not purchase my bike from the Bike Lane, but have used their Service Dept several times. They are very good at what they do and usually provide a quick turn around repairs. I would recommend them and plan to use them as my local go to bike shop!
Had an RMA issue and Jeremy had it filed by the time I came to the store. Also, had a good recommendation for a headlight... which I promptly purchased!
We loved the absolutely excellent, attentive, thorough and non-salesy customer service at the Bike Lane...so appreciated!
John is great and Todd and Ann should be proud if such an awesome employee.
Great staff, very helpful.
I have used BL since you opened the Reston store. But here are my dislikes (you didn't ask but I'm telling you anyway!).
1--A while back I brought my bike in for fixing a flat. Easy stuff. OK--went to pick up the bike. New tire tube blew when pumped up by BL. . BL replaced the tube. But then charged me for 2 tubes--what? BL blew up the first tube.. Bad customer service--I questioned why being charged...no good answer. Small potato, but bad response by BL for the price of one tube.
2--needed new headlamp. Products offered were only top quality, higher priced ones --I don't need a mega light--so ordered from Amazon.
3--Just bought 2 new bottles for someone else--choice of one offered--with BL name on it. OK--good advertising for you but only one style, one size available. OK, made the choice easy but may not have been the best choice had there been choices.
Good and patient costumer service
Good service and knowledgeable staff (Peter Tirado).
Very helpful service over the phone. Thank you for talking me through the purchase of a Marlin 6M on Saturday in Reston. Turns out the bike is a little too big for her. I will call to discuss trading it in for one size smaller. I can do this it’s either the West Springfield or Reston stores.
Thanks!
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Phone number removed
Friendly service.
Meet our needs...responsive...
I love the expertise and helpfulness
I’ve purchased two bikes at Bike Lane. Both times I found staff knowledgeable, professional and courteous. Suggestions on other potential items are made with appropriate info but without any pressure, which is much appreciated.
Great service every time. These guys are always so friendly and helpful I would not even consider going to another shop. Thank you thank you!!
Great service as always!
Bill Hellwig is the best bike salesperson I have ever worked with!! No wonder they named a beer after him:-)
Your Service Department is off the charts good. I feel like a World Cup rider having guys like Richard and Tom work on my bikes. I really appreciate their hard work.
great job!
good group of employees
Service desk employees are always polite. Service jobs get turned around in a reasonable time, even during COVID. Plus, there's a bar 5 feet away to have a beverage while I wait for anything they can do immediately.
The staff are very knowledgeable and friendly. The service is customer focused and they recommend what’s best for the customer. They took everything I wanted into consideration and made the recommendation based on what they have available. I went in with certain things in mind but I came out with the best product. I am very happy with my new bike. Thank you.
Great customer service :).
Very quick bike repair service and very knowledgeable staff!!
The person to whom I spoke on the phone knew his inventory well and walked through the transaction very quickly over the phone.