Customer Testimonials

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.

I wasn’t too sure what bike I wanted to get since I was just starting out. But I’ve really like how light weight this bike is and it was super easy to put together from the box. I’ve already put 150 miles on it, I have no complaints about shifting the gears feels super smooth. This by far the best bike to get if you’re just starting out and don’t wanna spend too much money on a bike.

It was easy and convenient. Staff at the store were very helpful.

Great experience! Easy to shop, order, and have it in my hands in 2 days!

Great shoes for a great price, in addition the delivery was prompt.

Very easy to order. Bikes are of excellent quality. My wife and i own one and we just got one for my son.

easy to choose a bike and order.

What am I reading here? I’ve been really happy with the store that was just purchased in Burlington Massachusetts at the cycle loft. The people working there have been working hard to add rides. They’re always willing to take the time and answer my questions after a ride and provide support.

I do find the website a little difficult to use. It’s sometimes hard to know exactly what will fit my bike (checkpoint sl5)

Excellent quality products, excellent service

TREKBIKES are theBEST1

Quick shipping

Good, liked it. Only thing was I was not sure if I had ordered one rim or a set.

It's simple to use and affordable/free shipping.

Sales people very helpful. Easy transaction

Everything was shipped on time, and the quality of my apparel is excellent. I have a Trek Madone generation seven, but I buy it from the local dealer Biscari Brothers. They are a great representative for Trek. Trust me nobody better than them.

Fast service...helmet was here is two days.

Price reputation and availability of products

It was very easy to order online and get free shipping to a store in my area. I appreciated being able to get free shipping to my house, but I was out of town so having it go to a local store was a very convenient option.

It is easy to place an order and always nice to be able to pick up and return orders if needed t a local Trek bike shop. There are always great prices available.