I was searching for a second road bike and was looking at a Trek Emonda as one of the options. I went to this store and I was greeted with a friendly staff. They gave me an opportunity to test ride a bike around the block. I wasn't committed to purchasing at the time since I was still undecided, but Zach was great in giving me the information I needed to make a decision later. Fast forward a week, I went back to purchase a bike here given since I had a good customer experience on visit last time. Zach and Christian were helpful in getting an order out and were personable in the experience. The bike arrived in two days and I went by the store to check it out as it was being built. I noticed a clear coat blemish on the frame and I pointed it out which they said they'll see if it can be fixed. When I picked it up later, Zach mentioned that the blemish could not be taken out and offered me a credit to the store. After spending a day setting up my new bike at home, I found a paint defect where it was cracking on the thru axle. I took it back and Christian took a look at it and knew what was wrong. Christian and Zach took care of this right away to make things right. I picked up a new build this week and it was flawless. I really appreciate the service this store has provided so far. This is what great customer service looks like. If you are looking for a Trek, this store is recommended. read more

They act so snooty here. You need an appointment or you stand in line like some exclusive night club while the store is nearly empty and there is more staff than customers. They also ask you what you are looking for like they are doing you a favor before they let you in. Staff is not knowledgeable about bikes and they only have Trek products since this is a store owned by Trek. I only shop here if I need a specific trek product and Pasadena Cyclery doesn't have the same item in stock. read more

I love the staff here, they're so friendly and accommodating. I got my road bike here and they adjust it to my fullest comfort. Super clean store and the service is great!! read more

I needed a flat tire repair for my kid's bike that was fixed in REI. This new bike shop is closer to where I live so I decided to give it a try. I called Trek and spoke with Marco. He gave me detailed instruction to take the bike to the back of the shop near a tent for repair. When I got there, Marco was extremely helpful. He fixed the flat tire in no time, checked the rear brakes to make sure they are aligned and even capped some loose wires near the rear brake without me asking. He was concerned the wires may scratch the legs of my kid. His customer service and attention to detail is top notch even though it is a small job for TREK. The price is very reasonable compared to REI. Because of the COVID-19 and the extra precaution TREK put in place, they are short-handed with staff. Thus, for customers who cannot reach the store by phone, Marco told me that they respond to email much faster. read more

My daughter's bike chain had fallen off, and I was having trouble having it stay on. I went to Trek hoping to get service under my budget. They fixed it for free. The staff was friendly and professional. They greeted me promptly, kept appropriate social distance, explained clearly what might be going on with the bike throughout the repair process. When they had fixed the bike, they just wanted to encourage my daughter to have fun. My wife and I will be coming back here to get our bikes as we start going on family bike rides. read more

There are at least 5 bike shops closer to my house than Trek Bicycles Pasadena, but none are better. I bought a 2020 Trek Slash 8 there in November 2020. They talked to me a lot about my riding style. I had been riding a 2012 Trek Fuel EX 8 and was looking at the new EX 8. Carl recommended I consider the Slash 8. I kept coming back over 4 weeks and to test ride both bikes. I bought the Slash, and couldn't be happier. Never felt any sales pressure. They even gave me a deal on the bike because the 2021 models were coming out already. Since then the Service has been excellent. Everyone who works there is very nice. Carl and the other mechanics have been excellent. Recently, I was searching for a specific spacer to fit a XD cassette on an XDR freehub. REI tried to help, but didn't have any idea what i was asking. Pasadena Cyclery couldn't figure out what i was asking, and just gave me two wrong spacers to try. I went to Trek Bicycle Pasadena, and Carl said "you need a spacer to make XD fit on XDR. Let me grab one for you." He gave me the spacer for free and it fit perfectly. read more

I've been a runner for the past 20+ years and just got into cycling due to the pandemic. I had to drive up to Trek in Fresno to purchase a 2020 Domane Sl5 in my size. I live in Eagle Rock so Trek Pasadena has been taking care of all my bike needs and questions since. Marcos has been the one that has helped me on almost every occasion. I would randomly drop by with my bike and ask if he could check it out due to a random noise here and there and Marcos has always been able to figure it out and more importantly explain how the different parts on the bike work. He has always been happy to help and even hooked me up with a couple of free accessories that made attaching my bike lights more sleek. I also wanted to give a shout out to Nick and Pursh who also were always helpful in answering any questions I had. Overall, this team has made owning a Trek that much more enjoyable and has given me peace of mind should anything arise with my bike. Thank you Trek Pasadena. read more

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I agree with poor customer service and dismissive demeanor. I'd rather drive extra 20 miles to Trek Tustin.. or 80 miles to Trek San Marcos

To the owner of this store, I hope you go in as a mystery shopper and observe how your employees work, otherwise, this store will close soon due to poor customer service. You maybe selling good products, but if the service is not at par, you will lose business. read more

I need a simple fix for my older bike because it had little problems, the first estimate from First K-Bike shop near where I live is approx 250 bucks or less for parts replacement and labor included, but when I talk to Trek bicycle Pasadena that i need buying parts for my bike, they told me there's no parts for sale and no parts available which the website says parts still in stock, what they told me is my bike had a lot of problems that need a major fix and lots of part replacement involve and they suggest that I better do that, their quote and estimate is more than 2000 bucks, therefore I went back to first K-Bike shop and let them fix my bike for less than 250, obviously Trek Bicycle Pasadena is doing very bad business and lying to their customers, therefore Trek Bicycle Pasadena deserved One star and i would never ever go back to this scam shop read more

Went in to ask about a set of Bontrager wheels. Walked around briefly to look at the bikes. The two guys at the registers ignored me. I asked a chubby blonde guy at the register about the wheels I was interested in. He asked me if I knew the part number. I said no, but that they were on the website. He said to me that if I could give him the part number, he could see if they had them in stock. He then looked back down at the monitor, and was done helping me. He just kinda couldn't be troubled to pull up the website, and help me find the wheelset so he could make the sale. I went to another shop in Altadena, and bought a Mavic wheelset instead. This, "bike shop", will not be here in two years. It is merely a Trek showroom, nothing more. read more

I don't normally write reviews, but for this place I definitely had to. The service is awesome, Jack helped me out. Although I wasn't able to leave with a bike as soon as I might've liked, do to an all-around shortage, Jack gave me great service and I would absolutely recommend this place to anyone looking for a bike. read more

Wow the service at this store is fantastic! First, they answer their phone. They are very friendly and do everything to help you. A big thank you to Hersh and the team this past Sunday. The pickup was speedy and easy. I can't remember everyone else's name but you are stellar! Thank you. read more

Me and the Mrs. wanted to stop by and look around the new Trek store in Pasadena since we where headed for a bike ride later on in the day, we where hoping that the customer service would be as great as the Ventura location where we recently purchased our bikes. As I walked up I was greeted and then asked if I had an appointment and I kindly said no but since they where not busy the gentleman who's name I cannot recall decided to help me out for a bit but as I asked to see some products he kept referring me to the online shop to look at them and I wanted to see them in person even if he was to hold it (due to COVID-19) but he would not let me see them or would tell me he has nothing in stock even when I wanted to see a comparable product. As some customers where walking up he would keep referring back to "well if you can figure out what you want to buy come back later" I found that very disappointing even in this time it seemed as if though he wanted a quick sale and then on to the next customer or Appointment, I was willing to give them a chance but the I was very unhappy with the customer service of a wall up read more

Everyone at this store is extremely friendly and professional. I appreciate the precautions they take to sanitize everyone's hands and open the door to minimize how many surfaces customers come into contact with. I've been here twice; once to replace a flat and the other to get an old bike tuned up. They were really transparent with the cost of their services and the time frame. I'll absolutely bring my bike here whenever it needs service. Both times I have had the complete opposite experience of the negative reviews and the customer service has always been warm and welcoming. read more

I thank the team at Trek for great service and customer care. Carl and Marcus took great care of me. My bike is back on the street running smoothly. read more

Needed a couple parts put together with tools I don't own (attaching a 7-speed cassette to 8/9 speed freehub body with spacers). Brought it by around 5:30 on a weekday, 30 minutes before the shop closed. Trek provided excellent customer service - mechanic did the job right away, no charge. I was in/out in 15 minutes, and respect the way the shop had a separate service tent outside, staff wearing masks, etc. Thanks Trek! Would certainly shop here if I need a bike sometime. read more

Not a huge selection, but everyone friendly and knowledgeable, especially Zack. Still open for walk-in, while other local bike shops are not. Glad I went to Trek instead of shopping online. read more

I had a similar experience to others. I came last weekend and stood at the table waiting to see if they had any bike locks. No one came for a long time then when they did they said they were apt only because of COVID. I came back today with my 6 year old and no one was in line and was told they were only taking appointments, but that since no one was there I could wait and maybe someone could help. I also understand the precautions around COVID19, but this location doesn't seem to know how to adapt. I might suggest they have two lines (one for apt and one for walk-ins, if they aren't comfortable letting people in the store they could suggest folks who've shown up look up what they want on their phone and then see if they have it in stock. We're all in this together but the employees here seemed to be annoyed at having people just show up. To be fair, i was looking to buy accessories (helmets, a lock, etc) and maybe this store is more of a repair shop. read more

The service team had my bike all good to go in such a quick time! Very easy process and Marcos declined his well-deserved tip. Will come back with any future bike problems. read more