based on 2727 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.
I trusted and thought that you provide the customers with accurate and correct recommendation of right tire I needed. As it turned out, I was sold totally wrong tire for my bicycle.
My expectations were to high and I was very disappointed. It will not happen again.
Communicate better when there is a problem with an order instead of changing it the day I'm supposed to pick it up then add more time on something I didn't order in the 1st place. I don't feel that I was compensated for my inconvenience. But money is expected on delivery.
Trek had what I needed in stocks and the team was very customer friendly.
Top notch service and bikes!
Fast service and staff is always so welcoming and friendly!
Great service, Conner went above and beyond to get my bike working!
Mad props to the mechanic who decided to order three 155mm x 20mm Domane SL/SLR seat masts. I needed one and you folks had it when others didn't! My now-no-longer-overextended legs thank you!
Great warranty and service. Love my speed concept.
Very timely on repairs
Communication system was disappointing as was communication, in general.
Ordered many months ago with the understanding that delays should be expected...no problem...Was told end of April, maybe May? Just picked up about three weeks ago (late-September).
To be honest, there was a time that I forgot I ordered it! No way I remembered the model.
On a positive note, the bike itself seems fine. Short season this year, but looking forward to some spring road trips.
BD
Great service!! Thank you
The customer service.
I haven't ridden the bike yet but the service process was excellent ,I am a little concerned that the tech mentioned he would have changed a part under warranty but the piece wouldn't be available until 2022. I appreciate the current circumstances but trust that if the issue isn't resolved as it should be that the warranty option will extend
Service is quick. You don't try to sell me things I don't need.
Knowledgeable staff. Good qulity stuff
Great customer service and reasonable prices . Very helpful repair department
Had the helmet size I needed
Great Custer service friendly and very helpful with recommendations
Knowledgable, personable and very helpful …. Willing to take the time with you.
The estimate for work needed was provided in advance along with the estimated time to complete. Both were met. The staff was courteous and helpful. I highly recommend this store.
Great people great staff from manager to mechanics
Great staff at store particularly the technicians on site! The guys are very friendly and knowledgeable! Anytime I have brought in my kids bikes, they are fast and courteous and never rush you. Thank you for your great customer service!
Nice customer service
Salesman Ron Baute was knowledgeable and responsive to questions during the sale of the bicycle and of accessories.
I brought it in to check for a noise, which the Ron and the mechanics quickly addressed.
I would say the TREK experience in Downers Grove is similar to the experience in the Lexus dealership. In each, the product will sell itself. And…, the customer care after the sale fits the quality of the product.
Quality
The bike baskets didn’t snap on. They are loose and fell off the bike rack. They require an Allen wrench to tighten which wasn’t included. One is about to lose its screws.
The people who work there are very nice and professional.
I ordered a bike for my son and they stated that the bike would be in a week or so after the purchase. Then I was called that the bike was ready for pick up so my son and I went to the store to pick it up and guess what it wasn’t ready or actually there. They got my information so they could look into the whereabouts of the bike and called me back a few hours later and told me that the bike wasn’t at the store and that it would a month later before I would be able to get the bike. I was livid as this wasn’t there direct fault, however they could have told me this prior to me paying for the bike in full. It crushed my sons heart that he didn’t get the bike and had to wait another month before he got it.
The kicker is that a few days after that phone call, they call me and inform me that the bike was at the store fully assembled again and we (my son and I) go get the bike and it was actually there. No one apologized for the incovience or the misinformation!
But overall my child does love his bike!
My most recent experience was a good one. However, previously I went to Trek to shop and no one acknowledged me or helped me. They may have been busy with other customers, but still no one reached out to me to see if I needed help. I gave the store a second chance, and my second experience was wonderful. But you’re lucky I decided to give the store a second chance. I was considering never shipping there again.
The customer service and quick turnaround were great.