I bought road bike accessories from this store that is a Hawaii Bicycling League sponsor. I am…read moreimpressed with the recent improvement in customer service. I received the help I needed to choose a helmet.

Great bike service here! Reasonable prices, friendly and knowledgeable staff. Had my downhill…read morebike's seat dropper post replaced by them and works perfect and clan looking install. Mahalo!

YES! YES! YES!! This place!! Let's just say I've had…read moreterrible customer service from another very popular bike shop in Waipio. Zero callbacks or updates on my repairs and parts that I'm waiting on. Not these guys! OMG! I brought my bike in with a part to install. I had to order the part myself because the other shop never called me to let me know that it was back ordered until September and I had a look somewhere else. I found that out by calling the manufacturer myself. I dropped this off and they told me it would take 72 hours to repair and they called me back in 24 hours and said it was done! Excellent service and excellent customer service. Skip the other bike shop that may have a big name and multiple locations. This is where customer service lives!

CUSTOMER SERVICE!!! I popped into the store looking for a…read morespecialized rockhopper. I met with the friendliest sales person I have ever met. COLE! His youthful appearance & his willingness to help answer my long list of questions was so delightful!l I would have bought a bike right on the spot but unfortunately they don't sell that brand. He showed me some other options encouraging me to try but I am loyal to the brand I've loved for so many years. Cole would be the only reason I would buy anything in that store because he was so helpful & kind- like he really wanted me to find what I was looking for. THANK YOU TO COLE! For future customers, ask for him- he is just wonderful :)

This is not a professional repair shop! I call on Wednesday asking if they can check/repair my…read moreebikes brakes as they squeaked bad. I bought it brand new like this but ordered it online so it would be a pain just to send back for this. Ben answers and says sure bring it in and he can take a look. I take it in first thing Thursday and am told it would take a couple of days. Ok no problem...... I call Saturday @3 to check on the progress as they close at 4 and are closed Sunday. Ben answers and says he never had a chance to look at it as they were busy with walk in customers, He says I can come pick it up and use over the weekend and bring it back Tuesday(?) I think not! I assumed they'd do repairs before and after set open hours as they're only open for 4hrs a day? I assumed wrong! Maybe it was because it's an ebike and not a bike they're accustomed to working on? Either way thanks for wasting my time.

Great service and awesome choices for triathlon bicycles…read more We made an appointment with Ben, the owner, to get a fitting for our first triathlon bike. Ben scheduled us to come the next day, on the memorial Sunday, where he closed the shop and gave us VIP service to fit the bike for us. The fitting process was very precise. Ben has a machine that is connected to the computer, where you sit on, and he can adjust the seat, the bike bars, and fit you to your body's dimension and comfort. This process took an hour, and during which, Ben was very patient and diligent in helping us to get the exact right fit and be comfortable. Fit us to the best position possible for racing. After that, Ben suggested the best bike that fits our budget, and adjusted the bike while we went to lunch. An hour later, we came back to the shop, and Ben has adjusted the bike to our exact measurements. The bike looked super nice, high tech, and we got great VIP service. It was definitely worth every penny to come here and purchase our bikes. Ben is a triathlon professional, and his service is impeccable. He know what we need and gave great suggestions. We enjoyed the process of picking out a bike from his store, and look forward to training with him as well. Highly recommend!

Great service and prices! Had two of my bikes serviced there with no problems! One Trek bike and…read morethe other a Cannondale. If your bike needs repair go here!

They took in our bikes right away, had them ready in just a few hours and did such a great job…read more Cost was so reasonable I couldn't believe it!!! Excellent service in every way this is the place to get anything done you need for your bikes!!!!

Kelly of Bike Factory Hawaii Waipio is the best! She is so knowledgeable, friendly, & helpful…read more Amazing service :) THANK YOU!!!!

A few things: 1.)…read moredropped off two bikes for tune ups because they had been sitting for a while. Ended up getting new chains and two bikes that weren't even wiped off. Replaced the tires at my request but didn't even run a rag over the rims. Left them covered in whatever the elements had placed on them. I had to call several times to get updates because THEY NEVER CALL TO UPDATE YOU! Once I was even told the bikes were ready so I drove up there and the bikes weren't even close to being ready. Went back twice more before they finally finished. 2.) need a replacement part to be ordered and installed. They said it could take 2-3 weeks for the part to get here. That was over a month ago. Have I gotten a status update call? Not one! I called once and they just said it's not here yet. I contacted Trek directly and they said the part I need won't be available until September. That sure would have been nice to know from the dealer. Their customer service in that regard has been terrible. 3.) during a visit to the shop, I was standing at the counter by the service area in the back. Right on top of that counter, in full view of all customers, was a small black case, a tool set probably, with a piece of paper taped to it, about half the size of a notebook sheet, with the words "No F@*s! (Non-mechanics) written on it clear as day. Extremely unprofessional and disgusting that language like that is used and accepted within their staff.

Had a freak accident and ended up with what I thought was a bent rim. Took the bike in and the tech…read moresaid that it would be a couple hours. Turns out it out wasn't the rim, I'd knocked the brake pad out of alignment. Scott was great, fixed it fast, too! They've always been helpful and professional at the King Street location!

The Bike Shop is absolutely amazing. I rented a bike over the weekend and the staff was great and…read morethe rental process was very easy. I travel a lot and rent bikes all over the country. It's not easy to find rental road bikes, let alone carbon fiber models. The Specialized Tarmac I rented was the best rental bike I've ever rented. The only down side is that I fell in love with it and now I want to buy one! I will definitely rent from The Bike Shop any time I'm in Honolulu!

Staff was very helpful and friendly. Bought this bike from them and helped me in getting parts that…read morefit the bike even if it's not from them.

Terrible Customer Service. Went and looked at bike and pricing was 599.99 more than manufacturer…read more Was told by employee that they could possibly price match and took down name and number and manager would get back to me. Followed up several days later and was told they were still waiting to hear back. They never got back to me. Was told by an employee that they were not going to check on being able to adjust price. This is lazy and terrible service and feel like I was lied to from the beginning. Will definitely not be purchasing from Bike Factory Hawaii.

I have a broken ankle and needed to replace the brake handle on the knee scooter. We went in to…read moreBIKEFACTORY to see if they could help- immediately they told us they only work on their own bikes. Cool. But can I buy a handbrake? The guy basically went on about it being a complicated procedure, and needing to strip the wire and replace the grips. Yeah. We left. So UNHELPFUL. Luckily- McCully's Bike Ship and Sporting Goods was round the corner. IMMEDIATELY they found a handle and started replacing it for me!! Thank you Matt & Atwood so much! You are amazing!!!

Great selection and knowledgeable folks working there. Highly recommend for Nike stuff.read more