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!

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 :)

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

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.

Bought a Revi Cheetah from the shop, no problems yet. - Got…read moreinto an accident, took bike back, bent forks and a bent axel. - Insurance paid me $1,050 which I paid him for repairs. - I got upgraded forks and ok'd the repairs. - He DIDN'T repair the bent axel and instead told me I needed a whole new assembly. $1,050 got me upgraded shocks ($480) and "labor". $1,050 and that got me new shocks put on and fenders held on by ZIP TIES. - Went to an actual repair shop (McCully Bike, Sporting and Repair, highly recommended) and in 15 seconds he identified the bent axel and gave me a quote that sure as hell wasn't the price of a new assembly. Stay away from this guy for repairs... Sales 10/10 Repair -1/10

I bought a used Talaria MX4 the back brake was soft so I brought it in to fix. While doing that he…read morefound several problems and fixed them all. Now the bike works as good as new. Highly recommend!

Good customer service. Knowledgeable and quick with bike repairs. Highly recommend their services.read more

Great service and easy process to rent bikes. Will be back. Bikes were well maintained.read more

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.

The customer service was outstanding! The young gentleman that assisted us was very knowledgeable…read morein explaining the features of the e-bike I got.

I was having trouble changing my bike pedals, so I called several bike shops, but every place I…read moretried had busy phone lines. When I called Kapolei Bikefactory, Franco answered right away and told me I could bring in my bike and pedals as a walk-in. He assured me they could help and even change them the same day at no charge. When I arrived, the team got to work immediately and had everything swapped out in no time. Everyone was friendly and incredibly helpful throughout the process. Outstanding customer service from start to finish. I'll definitely be returning for future bike needs and highly recommend them to anyone looking for a reliable local bike shop.