Ryan at Trek has been SUPER helpful!!!! I was badly misled at another shop and am SO SO glad I brought my FX2+ in to Trek Burnaby today! They identified a problem that has existed since I bought my e-bike almost 2 years ago. The other shop (which I won't name) repeatedly told me there was nothing wrong with my bike! Thank God I brought my bike in here today! Thank you Trek Burnaby!!!!! read more

A few months ago, I brought my bike in to fix a slow leak in the rear tire and to find out how those new fangled thin ventiles worked to inflate the tire with my hand pump. They replaced the tube and recommended a protective strip around the inside of the tire to prevent thorn punctures. I rode it for a few months with the rear wheel having an annoying little bump with every rotation. I thought maybe that protective strip was bunched up a bit and would eventially straigten out. Instead it got worse and eventually the tube was pushed out from under the tire and displaced the tire so it started to rub once per revolution against the frame of the bike. I eventually had to half push, half carry the bike up to Trek from Marine Drive and Royal Oak where it got to the point where the bike was un-rideable. Trek very quickly replaced the tube and straightened out the tire so I could ride it home while they ordered in a thornproof tube for me. A few blocks from the shop, the tube exploded with a sound like a shot and the tire completely came off the wheel and was flopping around sometimes at right angles to the wheel. Meanwhile the remains of the tube was wrapping itself around the hub. It was mostly downhill to the nearest sky train station and the shop was closed by then, so I coasted to the Edmonds sky train station mostly on the rim. The next day, I stuffed the wreckage into the trunk of my car and drove back to the Trek shop and said please just fix it. A few days later, I got a text that it was ready to pick up. When I showed up, they brought up the bike and said they had to replace the rear wheel and put on a better tire which was thorn proof. The woman I was dealing with said there would be no charge and refused my offer to pay for the wheel since I did ride on it for a couple of km downhill. I'm very impressed with their integrity. The new tire and wheel made the 5km or so ride from the shop to home with no problems and no more of that periodic bumping which was so annoying on the old wheel and tire combo. I'm pretty sure they've learned from this experience and won't be offering that thorn-proof overlay on the tube anymore and will instead recommend replacing the tire with a tougher one. read more

I've been a few times now, it's pretty close to where I live. I've had my bike serviced here before (flat tire etc.) and have bought accessories here. The staff here are pretty friendly and helpful. They have a decent selection of bikes and things but like most bike shops cuz of covid they can run out fast. They are a Trek store so that's what they carry the most and Bontrager. They used to take appointments online but I don't think they do that anymore. The store is a good size and clean, I believe they have two floors. There is lots of parking as well. Overall a good place to get your bike serviced and to get accessories...... read more

If you need bike servicing come here and speak to Ian. Ian gave me an honest assessment of what needed to be done to fix my non-Trek road bike. Trek was unable to source parts due to Covid so I bought elsewhere and came back for install. Ian will give you an appointment time. My drivetrain work and Level 2 service was even completed earlier than promised. Trek Burnaby is not close to me but I had been to 2 local bike shops who checked in my bike and I didn't hear from them again. When I phoned a week later the work had still not been completed. This is irritating and cost me good weather ride time. This seems to be the modus operandi at many local bike shops. Accumulate the work and make no promises on schedule. That doesn't work for me as I ride often and need my bike. Trek even states on the wall there's a 24hr turnaround time or they will provide loaner bike. It's nice to have someone immediately assess your bike and promise a service completion time rather than leave you without a bike. So until Covid delays ends or local bike shops learn customer service I'll make the trek to Trek Burnaby! read more

Trek Bicycle Burnaby - Shimano 105 crank/chainring problem - Bikes Near Me - Burnaby, British Columbia

This is a great addition to the Burnaby area with lots of bicycles and gear for sale. The store is open and wide enough to push a stroller through. There is a second floor, but you'll have to take your baby out of the stroller to go upstairs as there aren't any elevators. However, there's ample room to park your stroller on the side if you do need to go upstairs. There's plenty of free parking in the plaza and metered street parking too. The staff were knowledgeable and very helpful. read more

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These guys are the worst!!! I called this morning to enquire about a bike and was told that it wasn't in stock. I asked when it would be available/when the next shipment would be and the guy couldn't care less, completely unhelpful. I called later in the day thinking that maybe i would get a different sales person, but i was put on hold and then hung up on. I called back after a minute and the same guy asked if i could wait on hold and i said "yes". So I was put on hold for the next 1 hour and 1 min until the hold system finally hung up. Go somewhere else, this place is rude and just doesn't care about customers. I've attached screenshots of my phone for proof . read more

Trek Bicycle Burnaby - 1 hour 1 minute on hold, after getting hung up on - Bikes Near Me - Burnaby, British Columbia

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Not the best experience. I took my bike for tune up (not shifting all gears). The technician advised to change the cassette, and everything will work as intended. The technician took my information, and said he will call me sometime before 5pm to come and pick it up. 1. They did not call before 5pm as promised. 2. The bike was not fixed(still not shifting all the gears). Not satisfied at all with the service. My advise: Think twice before going to that place. (Quality does not match the price when it comes to service) read more

Don't return calls. This applies to service manager (Shane?) Can't service a Lefty. They are apparently an authorized CANNONDALE shop. Not sure why anyone would go to this shop with so many others around. read more

Great service. Knowledgable staff. Immaculate and spacious showroom floor. Good selection of bikes and accessories. Buying my first (adult) bike was exciting but I also have no clue about anything on this topic. I had a particular hybrid model in mind that I wanted to check out (thanks to Google, I just searched "best hybrid bike") but was open to alternatives. The staff answered all my questions and let me try different sizes and models to find my best fit. I didn't feel rushed or any hard selling. I had to pick up my bike from the Port Moody store, where the staff installed a part the wrong way, which left me a bit upset, but more on that in a separate review. So I came back to the Burnaby location the next day to fix that part, and the service staff were apologetic and able to accommodate a repair immediately. They were knowledgable and knew right away the other location made a really silly mistake. Four stars as I am really impressed with the customer service, and maybe I am superficial but the shop is so clean, spacious, and bright - it makes my browsing very comfortable. I would give it five stars but I haven't brought my bike in for a tune up yet so I will wait for that before I give a final review. I am so glad I purchased my precious from this store! read more

*UPDATE SEPT 12 2017*** Unfortunately I have to downgrade from 5 stars to 1. What used to be a nice smaller local shop is no more. I went to pick up my bike after repairs and the Asian lady at the counter (I am not racist just describing) was so rude. To the point of insults which she thought was funny. One after the next. I went from being happy to miserable. I even explained to her why I will never be a return customer after being so loyal. She doesn't get what she did wrong. The service guys still seem ok but I'll head back to my local shop. This place is getting too big and business like for my style. Fred Xxxxxxxxxxxxxxxxxxxxxxxxxxxx Original post.. From 2016 Darryl and the guys are just amazing since the first day I walked in last year 2015 to get my Norco Indie. Darryl is so cool and laid back but very knowledgeable and experienced. Thanks to him I got comfortable with my recent upgrade to new shoes and clipless pedals! This business is a people business and it's people like Darryl that keep customers coming back for more! I look forward to an arranged group bike ride one day. PS your service guys are awesome too! Response from the owner a year ago Hi Frederik! So happy to hear about your experience, you're going to have a blast on your new ...More read more

Amazing experience! I visited multiple bike shops before buying my bike. I chose Caps on Kingsway in Burnaby because of the outstanding service. I was helped by Jeff, who is incredibly knowledgeable, personable, helpful, and applied no pressure to buy. I will definitely return there for my future cycling needs, and I highly recommend this place to everyone. Paul T Whenever I return to Trek bicycle in Burnaby, I always receive excellent customer service. Especially from a Shane! read more

If you just want a simple road or hybrid bike at an affordable price, this is not the place to go. There appears to be a big selection, but most were $1000+. Despite the size of the store (two floors) they didn't have a single bike in my size and price range in stock. (Right after I left, a guy stomped out with his recently repaired bike grumbling and swearing, which isn't a great sign either.) This place might be fine if you want to drop a bunch of money on a bike, but not for the fairwearher cyclist. read more

Giot 2 bikess serviced after being in storage for 4 years. Done in a day.

I'm writing from the point of view of someone who is very new to road cycling and the experience I encountered. I recently purchased a used road bike (my first one) and this store as its very close to my work. The store is immaculate and definitely offers you a lot of choices - the sales people were friendly and greeted me right away. I feel like they are more concerned with making the sale vs informing you the difference in products and helping you become more knowledgeable. Mechanics were the same as in any store - tell you what you need for the bike and order the parts you want. I swapped some items on my bike and also requested a bike fit when I picked it up - they said sure no problem For me its the customer service that counts. I would pay more to have good customer service and at least in my experience, I would rate is at poor. When I dropped the bike off, I was told it would be ready by Monday and they would call me. Monday came by, no phone call, so I called at 4pm - service was busy and I was asked for my name/phone number for them to call back. Call back never came. Called again Tuesday, again asked if they could call me back. I then get a phone call from the store but it was to let me know a part I ordered was in. I asked if my bike was ready and the person I spoke to had no idea what I was talking about and said she would call me back in 15 minutes. I called back an hour later inquiring about the bike and was told I would receive a call back. I finally get a call later in the afternoon that they are putting my bike on the rack and it will be ready for pick up in the afternoon. I go to pick up my bike and it's ready for me at the front, just had it handed to me and told to go pay up front. No bike fit, even though on the invoice it said to please do it when I pick it up. At that point I felt like I didn't need to chase them for service anymore. I think if something isn't going to be ready when they say it will, to give a courtesy call and let them know. The store is great if you just need a part but I would suggest going somewhere else for better service. read more

Brought my bike in on a Friday, was told it would be available on Monday. I didn't get any phone calls, so waited until the next Friday. When I went in, I was surprised to find out that the service was only half complete. I was then told to wait 30 min nearby while they finished up. Ended up waiting an hour and half. They claimed that I was not reachable on my cell phone, which is a claim I find very hard to believe and seems like an attempt to slink out of the situation. I expressed my dissatisfaction with the dishonest employees and walked away with a 5% discount (basically $5). I would not recommend this place. read more

If I could give no stars I would. Don't come here unless u are looking to spend top dollar their not interested in servicing regular bikes or customers. The attitude is beyond belief. The feeling from the moment you enter the store it's like unless your a Highend biker their not interested. My suggestion would be for you to go somewhere else that will value you as a customer regardless of what your bike looks like. Not the type of people you want to be doing business with. I should have read the reviews before hand. The owner of the company is welcome to contact but I thought that will happen, because they just don't care. Ho yes Shane's attitude is certainly unacceptable and leaves one feeling your intruding on his life. Best way to describe is Mr.Carson from Downton Abbey maybe a nice guy if your is friend but I certainly wouldn't want to deal with is pompous attitude and that's Shane pay him a visit he might tell you that's "he's done with you", if the conversation isn't going his way. Good luck! read more

5 stars for great service! Though I didn't purchase my bike from Caps because I needed a xxs/petite and they didn't have much selection, I still want to point out that they went above and beyond to help me. The sales people were patient and friendly. Even though the store was closing up, they didn't rush me to leave. They even took the time to set up the bike and told me take it out for a spin outside. I felt really bad that I was still there when the store was closed but they ensured me that it was alright and they don't mind. Awesome service! I would recommend this store to anyone who is looking to buy a bike. They have a huge selection of mountain bikes, road bikes, hybrids, bike accessories, helmets, and locks. read more

I've been a customer of Caps going on 10 years now and there's one thing that keeps me going back, a knowledgeable friendly atmosphere. My experience has always been really positive with the sales staff listening to what I really wanted & needed when I transitioned from mtn to road. I ended up with a gorgeous Trek Crossrip for commuting which I ended up turning into a very capable cyclocross race bike with the help of their service techs who were always outgoing and willing to give advice when needed. I have since bought a CAAD 8 which unfortunately suffered from chronic BB30 bearing squeak (just like grannies old wicker chair) The mechanics along with the Manager Shane at the Burnaby location quickly determined it was a warranty issue and dealt with Cannondale to promptly deliver me a new upgraded CAAD10 frame. These guys know their stuff, have awesome bikes and are super approachable. Cheers Caps! read more

Just picked up a couple of bikes from them. My Electra Townie required some baskets and a rack to be ordered and installed plus I brought in my own seat and they installed that for me. Good service, nice folks work there. I am pleased with my bike and will definitely go back for more accessories someday. Thanks Cap's! read more

Went in as a new rider and the salesman pressured me to buy a very expensive bike that was above my stated budget so I left

I will preface this post by saying that I am VERY spoiled by my father who LIVES for cycling, and enjoys nothing more than fixing up my bike, finding me new gear, etc. So I myself, have very few bike shop experiences to compare this to. Today I went to Cap's to get a few stocking stuffers for my Pops, as this is the first xmas where it is just the two of us so I wanted to make sure that I didn't drop the ball. I have a hard time buying for the man because anything he "needs" he will just go get for himself. I figured a little lube, some socks, and a few water bottles are always needed. I was greeted at the door by two staff members who were more than happy to leave the desk to help me find what i needed. We walked all around the store and they pointed out things that every cyclist would need (even if it is just refilling their current stock). When we got to the light section I told them that Pops had safety lights WELL under control but had been complaining about getting stuck in the dark at the end of his rides in the woods. That's when Chelsea got really excited. She showed me a few (more affordable) bike mounted options that are fairly powerful. Then she showed me the super awesome (yes, that IS the technical term) head mounted lights that all the staff use for their night rides. I was pretty skeptical that it would be powerful enough to allow for safe night riding. She called Darrel over as he owns one, and he let me harass him with every disbelieving question I could think of. After 20min or so of learning every use and feature of the light (it can charge the wearers cell phone?!?!?) I decided that I didn't have $400 to drop on it right this second. I was clearly heart broken. Chelsea suggested that I put a percentage down and come pick it up and pay the difference closer to xmas. This option was ideal for me and I gladly took her up on it. All in all i loved my experience at Cap's and will definitely be back any time I need something bike related. read more

I was looking for a bike to get back into cycling. Cap's Westwood Cycle in Burnaby had the models that I was interested in so I went there to have a look. Shane gave me some useful information on the bikes that went to see and suggested other options that I hadn't considered. He offered to get back to me on other information that he didn't have at hand. Josh then took over and got back to me over email the next day. Some answers led to more questions but Josh remained courteous and the information was consistently helpful. The Q&As eventually turned into negotiation and after a month of email exchange, a deal was made. I have put down a deposit for a Cannondale Synapse which will take a few weeks to arrive. So these 5 stars are purely for the pre-sale customer service that Shane and Josh have provided. read more

If you are looking for a bike shop that wants your business and is competitively priced this is not the place to go. They will charge you more for using their services. Do yourself a favor and find a bike shop that wants your business because caps is not it. Please read other reviews if you have doubts By Richard F September 13, 2014 Not especially pr... Not especially professional, and much too interested in selling rather than assisting. Would not offer a year-end price in mid-Oct for a summer bike, and at best 10% off on the hundreds in extras I wanted (why bother?). Found exact same bike and package of extras at Obsession in N. Van for $340 less. And this was at a time when every store was clearing out year-end stock. Not pleased with the time waste. Give them a pass. read more

I had my eye on a higher end xc / trail bike and decided to shop around a few bike stores before making the big purchase. None of the bike stores I looked at were able to give me even a 1$ discount on the year end clearance model that I wanted! It never occurred to me that I should have looked here at Caps. This place is relatively new and has a huge + clean showroom. I drove by many times in my car but never went in. When I found out they carried TREK, I called and spoke to Shane. He hooked me up with a decent discount and had the bike brought into the store in under a week. I was called promptly to pick it up. On the day of pickup, I carefully examined the whole bike. Not a single scratch anywhere and took delivery of it. I wish I got some more instructions on how to set up the suspension but I guess they already assumed I knew since a novice rider would not buy a $4000 bike. Chelsea who I assume was the boss was very nice and personal in explaining warranty / service issues.. -------------- Update: The weather has been horrible in the lower mainland - either dry but extremely cold, or warm but very rainy. I only got to put on 10 hours of riding in the last 2 months. Anyhow, the derailleurs were not working 100% so I brought the bike in and the technicians had me out in under an hour. It was great that I was able to be accomodated because I don't have the time to leave my bike there for a few days. There are great restaurants nearby to eat while you wait for your bike too. Not to stray too far off topic but this place deserves the highest rating for customer service. What would make them even better is if they stocked more high end bikes in the showroom. read more

I went to Cap's Westwood Cycle looking for a new bike. I had a great experience! I was helped by several very knowledgeable, friendly staff members. They made sure I had everything I'd need, but were never pushy about the sale. They genuinely seemed to want to help me find the right bike for my needs. After I purchased my bike, they even installed all of my accessories free of change and stayed after closing to ensure I could take my bike home that day, since I didn't live in the area. I will definitely be going back for any future biking needs! read more

Amazing service and friendly staff. Very well informed group of people willing to go above and beyond to meet the needs of any cyclist. Highly recommended! read more

Just got my BMC from them yesterday. Started conversation with Morgan who is extremely responsive, helpful and knowledgeable and everyone in the store is friendly. What I like most is, they don't SELL you the bike; they help you to BUY it. read more

High end bikes to kids bikes. Many helmets to choose. Felt like store was just opening as they did not give impression they new what they were doing. Going back to my regular store. read more

Cap's appealed to me because I am looking to get a bike for commuting, I wanted to join a bike club- and I needed a team to join for the ride to conquer cancer. They seemed to have it all so last week I went in to check it out. I was upstairs looking at a bike I have had my eye on for some time, when Morgan greeted me. At no point in time did he ask what it was exactly I was looking for, or whether I was there just to look or to buy. I told him I was interested in one bike, and he immediately suggested the more expensive version. He didn't offer any other suggestions for different brands or bikes that might meet my needs, because he never asked! I did go test a bike, and when I paused to discuss what I liked about it, he hurried me inside and immediately started talking about what other gear and add-ons I would need for the bike ( at no point did he confirm whether I was actually buying the bike that night or not). I was curious to learn a thing or two about what additional equipment I would need to budget for, so we went around the store talking about lights and what not for a couple minutes... then I said something about not actually buying the bike that night. His demeanor completely changed. His exact words were "well this changes everything". He hurried to the front counter and gave me back my cards and said "we don't do quotes here" and pushed me out the door. Literally. That is what happened. I am SO insulted, and extremely disappointed because I really wanted to get the bike (just not that night) and I was really hopeful about becoming a part of their community. Long story short- it seems like the employees are great here as long as you buy something. I'd skip this place, especially if you're a first time cyclist- because there's plenty of other local bike shops that genuinely have a passion for bikes and want to make sure you get exactly what you need instead of merely making a sale. read more

As a newbie cyclist, I went to Caps to buy shoes and SPD clips. The shoes I ended up getting were not at this particular store, and they had to get them shipped in from another location. I asked them for my standard shoe size, but they neglected to tell me that cycling shoe sizing is different from standard shoe sizing. Needless to say, I ended up with the wrong size. And the clips they sold me didn't even match the bolt pattern on the shoe! I've tried to contact the store a number of times but no messages or emails were returned. I can see that they have a sizeable collection of bikes for sale, but given my experience there, I would go somewhere else. read more

Great place for bike repair. Staff is really friendly and Neal in the service dept. really took the time to explain what he would recommend with the issue I was having with my gears. Replaced the sprocket, chain & derailleur on my 7 year old bike that gets heavy use. It's like a brand new bike. Got the bike back the same day. Tried dealing with another bike shop on Imperial before I came here and they treated me like an inconvenience. Caps Westwood really made me feel valued as a customer. I would highly recommend going here for tune ups or repairs before going to any other bike shop in this area. Can't really comment on buying new bikes although I saw a couple in there getting her a bike and she was riding the bike in the parking lot after she bought it and seemed very happy. In fact the clerk was out there with her and was answering some of her questions about the use of the bike. read more

Went in to Westwood cycle (Burnaby location) today and received excellent customer service from all the staff- especially Shane and Richard. Thanks to them I found the perfect bike for my ranging needs. Staff were patient, thorough and friendly. I observed a diverse clientele coming through the shop and it looked like everyone was receiving the same quality experience. I would recommend this shop to anyone. read more

The WORST service dept I have ever seen. No better than a Canadian tire bike shop. I should have known better..........

Great service and expertise. Knowledgeable staff. Thank you for your advice and for fixing my folding bike. R.