This place is awesome. I called them looking for a specific pair of bikes for my kids. I spoke with Timothy and he said they had them in stock and would prep them for us to check out on the weekend. When we got there Saturday morning we noticed how big the store is and what a great selection of bikes they had. Timothy and the entire team there are so nice and helpful. They did the final prep on the bikes and explained all the features to my kids. Of course the kids are ecstatic about their new bikes and I'm equally impressed with their customer service. read more

This review is only for the service department. I dropped off my bike for a tune-up. The technician there identified a worn out big chainring and rear cassette. A fair quote was provided and the repairs were made. My roadie now rides like new. Thanks guys! read more

don't go here terrible service dosent know how to work on bikes. They take a really long time and do nothing.

I came in here to browse and this store is so huge. It has a large selection of bikes to choose from and has biking apparel from helmets to gear. read more

Bike Connection - Bikes Near Me - Palo Alto, California

Great place to buy EMTB. Fast online delivery to the store. Good customer service. A little busy on Saturday.

Took my bike to get the brakes repaired. I don't know anything about bikes. They told me okay, it'll be ready on Monday. No information, nothing. I asked them for recommendations for products to maintain the bike. The clueless girl in the front asked somebody in the back, who took a random product off the shelf and handed it to me. I asked what it was for. Cleaning, he said. Okay, that's all well and fine. Walked away feeling strange. Paid 100 to get cables and brake pads changed. When I get the bike back, after one day of riding it, THE BACK BRAKE FALLS OFF. Just straight up falls off. I go back and they fix it. They don't seem concerned at all about the fact that I gave it to them for one thing... and they did a shit job. No refund, no apologies, nothing. Anyways. I get the bike back from the shop after the second time fixing it. (Note that on their website, they say that they will fix everything correctly "first time, every time.") Lo and behold. I notice that the brake pad in the front IS LITERALLY RUBBING AGAINST THE WHEEL. They not only did the bare minimum, but they did a tremendously shit job. There are screws that are obviously incorrectly screwed in. And I paid 100 dollars just to have to do it myself in the end. Thanks for nothing. Never coming back here again. read more

Bike Connection - Rubbing front brake pad - Bikes Near Me - Palo Alto, California

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Excellent customer service. Reasonable service prices. I bought new bike here; replaced derailleur cables and housing on old bike; plus some other minor jobs that were done free of charge. read more

Nico and his team deliver exceptional value and service in every aspect of their business, from bike sales, to maintenance, and repairs. They wildly exceeded my expectations from the moment I bought my bike. Nico, in particular, continues to go above and beyond for anything I need. I'm very grateful for everything he and his team have done for me and will continue to be a loyal customer of Palo Alto Bike Connection. read more

Updated review (based on two repair visits): I originally left a negative review after a frustrating experience. I brought my bike in for a brake issue and was told the rotor was ruined; the shop replaced the rotor and brake (~$150) over 2-3 days. The original issue was fixed, but new problems appeared: the chain rubbed a metal guide near the crank in certain gears, and the next day the front caliper locked the wheel. When I returned, I was told the rotor was "ruined" again and quoted another $150+. After I called and spoke with the owner, Nico, he was very communicative and personally diagnosed the underlying problems--including issues introduced during the first repair. It took about three more days and ~$250 additional work, but the bike is now riding well. I'm happy with the final outcome and appreciate Nico's follow-through. Constructive feedback: communication is inconsistent across staff. Before repairs, I wasn't given a thorough analysis of options/costs; after repairs, I didn't receive a clear recap of what was done. That gap makes it hard to trust the process when new issues arise. My suggestion: assign or hire a front-desk service advisor who can clearly explain diagnosis, present repair options with timelines/costs, provide proactive updates, and give a written post-repair summary. Overall, while the total outlay over two visits was ~$400 and the process took time, the bike is now fixed. With stronger, consistent communication from everyone (Nico sets a great example), the service experience would match the quality of the technical work. read more

Worst place to order online. Items took 3 weeks to be delivered. China delivers faster. Items were not in the correct shape as well. I would send it back but it's pointless since that place is trash. read more

The bike mechanics and everyone working there has what I would compare to the medical world- great bike side manner! Reasonable costs, done in a timely manner, and quality work. Tim is fantastic! I have been riding bikes for over 10 years and this shop is currently the top shop in the Bay! read more

I went in for a shifter replacement on my $350 bike. The guy suggested a tune up, then the derailleur then the chain, ended up costing me $500. Once I had paid him, he says by the way the cassette will need to be replaced soon. Stay away for this place. read more

I bought a Giant road bike from them earlier this year. When I wanted to try it out, I gave them my ID to hold onto and they let me ride it however I wanted. I ended up buying the bike as well as a helmet and lock. Since then, I have gone back a few times due to derailleur alignment issues. Each time they fixed the issue, recalibrated everything, and inflated my tires for free. read more

White connection I went to both of them the one in San Francisco And the one in Palo Alto in the purchase of the bike from the one in Palo alto customer service is pretty good highly recommend it read more

These guys absolutely rock, ordered a bike from the website, had a big ride event so the deadline was super tight, they totally helped me out and the bike is arriving on time. 6/5 stars read more

I've bought a couple of Marin bikes from here and traded in one. Overall great experience working with employees and the general bike quality and selection. Today, dropped off my bike for servicing. One feedback for the team - send email reminders for annual bike servicing. Because the first servicing is free, customers will be happy to provide their email address. read more

My husband and I had two bikes we brought in for repair (a tune up) a week ago and now one of them still has a flat -- even though in the interim the only time the bike was ridden was in the Bike Connection parking lot as we were collecting the bicycles. We probably should have detected that something was off -- when one of the sales associates brought the bike to us on the day we picked it up, the tire was flat then too and she asked one of the others to refill it before handing it off to us -- but at the time, I thought maybe someone had just forgotten to fill the tube. After bringing the bike back in after noticing the rear wheel was flat, and asking for the maintenance record for the bike to see if the tube had even been changed during the tune up process, the same sales associate that processed our payments during our first visit checked the first few paper records and then shrugged, saying that the tube repair would only cost $18 anyway, and then she stopped looking. She then said that if the tube needed to be replaced at the time of the tune-up, someone would have called us to let us know before the repair was done (but it's curious that this same check in policy isn't the case for replacing and adding brand new pedals on the bike -- these were changed without our knowledge or permission). All in all, poor customer service, poor communication. I do not recommend this place for your next bicycle service. Try Walt's Cycle in Sunnyvale! We loved our experience there! We thought we would try here since it's closer to our home, but we know much better for next time. read more

Although i didn't make a purchase, they really tried to help me find what was looking for. They even called other shops for me.

This place met my 3 most important attributes for any business; Excellent customer service, really great shop including set up and products (bikes and accessories), skilled!! It was wonderful to meet David and see all the options he had. He's friendly and clearly experienced with working with people when choosing or repairing bikes. He has a wonderful collection, which of course rotates. He was recommended to me by two cyclists, one in SF and one in Berkeley. Check out this spot, you won't be disappointed!! read more

Went to couple places looking for a bike for my son. All of them had sales guys that just stood there and didn't have a welcoming look to them. I spoke with some and they didn't seem like they want to sell you a bike. I found this place on line and when i walked in i thought i was going to meet another unfriendly sales guy especially after reading some of the negative reviews for this place. We were approached by Nico. Super nice guy and very helpful. He was very attentive and was not trying to push us out of the shop. The transaction went smooth and we got what we wanted and was very please with the customer service we received from Nico and the staff. Even the other gentlemen's were very helpful and were ready to help you. We will be back for our next bike shopping in future. Thank you Nico and the crew. read more

From my son... The people who work here are kind and are easy to work with. Last night I went down there to get my bike fixed, as the problems I've been putting off with, were getting worse. Two of their guys, Robert and Bob, saw that my bike had more problems than I listed and fixed them anyway, and as far as I'm concerned they didn't charge extra for the extra repairs. Additions from the mom... The customer service here is always top notch. I love their bike quotes outside. I let my son handle his repairs and when he cannot fix it, we come here. The folks at the shop are always approachable. They are knowledgeable with the bike and are usually very speedy. We will always be back to this place. Thank you for your awesome service!!! read more

I got my mountain bike here last year and I absolutely love it! (giant fathom 2). I came back over a year later to replace a defective part (faulty chainring), and they replaced it free of charge since it was a recurring design problem. Due to some miscommunication between their staff, they also performed some extra services that I didn't agree to and tried to charge me for those at first. But after some discussion, we cleared it up and they accepted responsibility for the mix-up and sent me off free of charge with a happy bike. Overall, they have a few mix ups like any other store but they remain very friendly, professional, and customer-focused. They have a great bike selection too. I'll definitely come back for my next bike read more

Buying experience is fine, but I wouldn't trust their mechanics. Bike Connection had a sweet deal on a bike I wanted to try and I stopped by for a test ride. I asked to adjust handlebar height and seat height. The mechanic adjusted and I went for a ride. As soon as I started breaking, I knew something wasn't right. I got back to the shop and discovered that the top-cap wasn't tight, so the forks had been loose in the head tube. Ouch. The sales consultant tight it up and apologized. Things happen, whatever. The bike was fine, albeit having few scratches here and there. The price was very nice and I liked the bike, so I bought it. Few days later I decided to convert wheels to tubeless. The front wheel was tubeless ready, but had a tube installed (a standard practice), so I converted to tubeless, no problem there. But the rear wheel was already tubeless. Like, who does that, who converts only one wheel? And of course the sales rep never mentioned that the bike is part-tubeless. Then on my first ride I got an unusually tired right arm, which is not typical for me. I didn't pay too much attention, but then I reviewed photos and noticed that one brake hood looked higher than another. Then I checked their height, and indeed, one lever was about an inch off than another. I am not sure if that how it's came from the shop or if one was just loose and got lower during the ride. Either way, that's like basics of building a bike. And with that, I figured it's too many strikes to get it pass. I wouldn't trust their mechanics to service my bike. I was able to find their mishaps and fix them, but why would I pay for their service then? read more

Bike Connection - Photo from the ride where I found that the brake hoods are on different heights - Bikes Near Me - Palo Alto, California

This place provides quick and affordable service. My bike got a flat tire today, with a torn tire as well as a punctured tube, and I called ahead and they said they could bring it in today and they could take care of it, no problem and no appointment required (on a Monday afternoon). I came in, they replaced the tire and tube, I was in and out in about 45 minutes, and the total cost (for parts and labor) was $45, plus tip. Definitely recommend this place for quick, affordable bike repairs. All the employees were wearing masks, so it seemed like they're operating as safely as possible during COVID while still providing an essential service to customers. read more

Great bike! "Great place to find anything and everything for bicycles. Great, helpful, friendly staff. We highly recommend this business. read more

Bike Connection - Great bike! And customer service superb! Thanks - Bikes Near Me - Palo Alto, California

I nearly never leave reviews, but I made 3 attempts with this business and all ended poorly. I have never had my words so disregarded by staff in any shop anywhere in my life! One young guy I interacted with didn't have any knowledge of their products, then would go ask someone only half of my questions, and act completely irritated when I asked for the answers to things he didn't bother to get an answer on. I left empty handed thinking "okay, maybe he's just new and young. First job... thinks he is too cool for work? Idk" So I tried calling three times trying to get information before making the trip again, no answer. Just rang non stop. So I go to the shop a few minutes after my last call, there is a full staff and hardly any customers. I am offered help immediately, but the man is clearly not listening to me at all. I wanted a red helmet that would fit a 20" head for my daughter, and he shows me one that is blue and on the label shows it max size is 19.25, which is too small. I point out that it won't fit and he says "do you want smaller?" So I explain it is too small, and he says "it is adjustable" and I point out the range on the label once again. He says that is all they have..... meanwhile they have a wall of helmets which include the 20" range right next to us, which I point out to him and he says "but those are for adults." I couldn't waste any more time with this business and left, which was incredibly disappointing. read more

New to the area and brought my road bike in for an overhaul earlier this summer. Communication was fine. Disappointing results. The shop didn't have the correct pads for my brakes, Shimano 105s, so replaced the pads and mounting brackets with an off brand. I'm not sure if its the pads themselves, or the installation. But in either case, both my front and rear brakes now squeal like a stuck pig under load. The shop also replaced my handlebar tape. The tape securing the new wrapping was coming off before I got my bike home. The wrap job, itself, was also loose and shoddy. And the tape is now separating where my hands rest on the bars. I've since emailed the shop and am waiting for a response. Not sure if it is worth going back a second time or trying somewhere else. Edit 1: The shop responded to my email and has agreed to fix the issues at no cost to me. Dropped my bike off this afternoon. read more

Bike Connection - Bar tape coming apart. - Bikes Near Me - Palo Alto, California

We've been coming here for close to a decade. We've bought all our bikes here. We've gotten things fixed. We've gotten questions answered. Every single interaction has been great. This is what a community-oriented business should be. Everyone is welcoming, polite, and knowledgeable. Just today, they were super busy and Connor helped out like we were the only ones there. Kudos to you, guys -- thank you for the great service. read more

I love this shop. They usually have a huge selection of bikes and take the time to help you find the one for your needs. But what sets it apart is the service department though. These guys are fast, efficient, and thorough. Can't recommend this shop enough. read more

I bought an electric bike there a few months ago. The experience was ok though I was surprised that they gave me the bike without offering to walk me through the bike's features at all. I misplaced the charger recently and called them two days ago to buy a new charger. I was very surprised when they asked me to contact the manufacturer, Giant. "You can find their phone number on their website," the service person said. Well, thanks for nothing. When I contacted Giant, it of course asked me to order it through a retailer. I couldn't use the bike without the charger, so it is a big deal, but Bike Connection expressed no concern whatsoever and was utterly unhelpful. I was desperate so I contacted another retailer of Giant, Centripedal Bikes in Fremont. Even though I've never bought anything from them, they were very helpful. They offered to order the charger for me, and they even reached out to the manufacturer to find out the lead time. Bye bye, Bike Connection, no more business from me. Like, ever. Since then I have bought two bikes from Mike's Bikes in Palo Alto. A much better experience. read more

We went in a couple of weeks ago to look for a kid's bike with no knowledge of what to buy whatsoever. Matt patiently listened to our requirements and based on our daughter's size, he recommended to us what he thought was the most suitable bike. We then went on to various popular bike shops in the area including a big chain store, talked to a number of salespersons, and eventually went back to The Bike Connection to get the bike recommended by Matt. The reason was that we felt that Matt genuinely recommended what was most suitable for our daughter as a beginner's bike as we asked for, not trying to sell a much most expensive bike that our daughter wouldn't need nor being able to handle all the features like other salespeople do. We also like the selection there which was in the end the best bike for our daughter's level. A week later after our daughter did enough damage to the bike at the bicycle camp, including a cracked reflector and some slightly off alignment. We took the bike back to the shop and Matt was very helpful in fixing that including replacing the cracked reflector for free. A big shout out to Matt! read more

I ordered a bike on the night of 6/16. The bike was in stock and available. I have a confirmation/order number so I feel good. I check the order the next day 6/17 and I see the notes "pulling bike". I call on the morning of 6/18 and they confirm the bike is being processed. At 4:30 pm on 6/18 I get a "Sorry, we oversold you're bike and we can't complete your order" email. Bike connection provided no other options or help. No offer of a similar bike. No explanation of the 2 full business days it took figure out they messed up. They did say "hope you can find another bike on our site that we can get you riding on". Ha! That is rich. I will not be using your untrusted services and website ever again. The truth is, I bet they sold the bike on accident on 6/17 before they "pulled it". Sad way to run a business. Buyer beware. read more

Bike Connection - Ordered, "pulling bike", 48 hours later, sorry we are out of stock. Failed online order with zero options given after their mistake. - Bikes Near Me - Palo Alto, California

Avoid e-bikes: Bought a Giant Road-E e-bike Mid-2017, and had a lot issues: 1) The bike is very heavy (over 44 pounds with battery) and doesn't have any suspension so you feel the bumps a lot when going at 28mph. I installed a seat shock (https://amzn.to/30gGaGd) which made a big difference on long rides. 2) I broke 4 spokes in the rear tire in the first 16 months (that's 20x more often than with any other bikes I owned earlier), and had a little higher than usual number of flats until I upgraded to a much wider 38C set of tires (https://amzn.to/30gGjJL) which also allowed to feel safes while riding on gravel paths. Also went though brake pads 2x faster than normal (due to the bike weight and breaking at high speeds) 3) Last January I was doing a long road ride, and started hearing a grinding sound within the gearbox that started getting louder after a couple of hours. Being very far from the car, I kept going on to a point the pedals wouldn't turn anymore, which was a bummer I was was still 10mi away from the car. Long story short, a friend had to pick me up. Brought the bike to the Palo Alto shop for repair and didn't hear anything back for several weeks. I keep calling asking for an update (seems only one mechanic is familiar with the e-bikes) and they told me they were talking to Giant regarding the warranty. Six weeks later I got a call telling the motor only had 2 years warranty and Giant would not cover the repair which will cost around $800-$1000. I have been biking with 10 different bikes over the last 20 years, both road and MTB (making more mile with the bikes than with my car), and my advice would be to avoid e-bikes for a while and just get a regular bike, as bike shops are still not familiar with them and the warranties the manufacturers provide are not great (you would get at least 5y warranty on any cars or motorbike engine), 2y warranty on a bike that costs more than a motorbike is ridiculous. And sorry but I would not buy a Giant brand again... Had much better experience with Santa Cruz and Specialized. Hope this helps others! Javier --- Update: Adding one more star as the management made an effort to make it right. Summary: I finally got the bike back March 26 (almost 2 months after I brought the bike). The motor was replaced and they charged $816 (cost of new motor + tax) . The Odometer is back to zero. Still need to take it for a long ride to ensure everything works but I am happy to have the bike back, and I wasn't charged for the labor. Thank you! read more

Bike Connection - Bike after the mods (seat shock and wider tires) - Bikes Near Me - Palo Alto, California

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I've been here a few times, but this is my last. I've only spent $4700 here total, on two mountain bikes, so apparently on the low end of their customer concern. I came in to sell them my four month old, $2700 mountain bike I bought from them, and due to unemployment, and lack of benefits, I had to accept their 40% buy back. I get that, I'm in a pinch, and I need to sell it, so I'll take it. My issue is, why will my refund take five business days to get my money? When asked why I was selling, I told the manager it was due to lack of food, and gas, so I have to. When I was in the store, I was told I should have the money tomorrow. The five business day was not mentioned once, it was after I called to ask what the delay was. It's not my bank, as I've spoken to them a couple of times, it's the merchant. Enjoy your drive home, as you go to your warm bed and fridge full of food. I'll be sitting outside my bank waiting for your check to cash. read more

Just bought a bike from this store with my wife. Sergio was extremely helpful, and took all the time we needed to choose between several options. He gave good advice and also recommended a (free) modification to the bike to better tune the fit. We picked up the bike a week later and Sergio wasn't there, it the young guy that helped us with pick up was super polite and helpful too. Definitely recommend this place! read more

I have nothing but great things to say about Bike Connection. I was searching for new bikes for my 14 and 11 year old children. I found Bike Connection to be perfect in several ways and after shopping at a few other places I had a good feeling about the place as soon as I walked in. 1) Selection, outstanding selection of quality bikes for whole family with several choices at any given preferred price range. 2) Easy to pick and access bike for a quick ride 3)excellent, friendly and knowledgable service, Nick is great. read more

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Recently tried to purchase a brake disc rotor through their online portal. Despite stating that it was 'in-stock' on their website, and then promising over the phone that it would arrive within a week, it took over a month and multiple follow-up phone calls and in-person inquired on my part to finally get it. There was zero follow-up on their part; I just had to periodically call them to see if it had turned up or not. I have done a fair amount of business with this shop over the years, including a significant bike purchase (Tern GSD), and they have consistently underperformed on anything harder than a simple in-person purchase. On top of this rotor buying experience, they obviously incorrectly installed a replacement spoke (nipple was loosely screwed in with no tension and the wheel was mis-installed so badly in the rear fork ends that the bike was unrideable, completely ignored a work order to investigate a worrying suspension creaking noise that started on the Tern a couple months after purchase that cost me a couple Uber rides to find out they hadn't even looked at my bike when I arrived to pick it up, and when they did look at it, shrugged off my concern, dismissively saying that 'bikes creak sometimes'. If you're looking to walk in and buy something off the shelf, then you'll probably be fine here - staff are generally friendly and they have decent stock. Just please benefit from my experience and don't trust them to do any work on a bike you actually care about or handle any special orders. Also, please don't trust their online system. The 'in stock' claims on their website are a pretty clear bait and switch. I'm sad to have to find a new LBS, but that's the last time I'm doing business with Bike Connection or their overflow space next door, Cardinal Bikes (same management, staff, and ordering systems.) read more

Robert is great! He let us test drive several bikes, ended up buying two. He is very helpful knowledgeable and was able to help us to choose the right bikes. We love our new bikes and try and ride every chance we get. read more

Just went there on a Sunday for a flat tire on a heavy cargo ebike. They fixed it within 20min. Great job and really good price too.

You can tell the owner cares about his business. I was initially not happy with the bike I bought due to a rushed bike build. I kept having issues... lots of issues.. Finally the owner stepped in and made it right. Much appreciated the fact that he personally called me too and provided updates. read more