Trek Bicycle Santa Clarita

Reviews

• JL

  John Lockie

  1 day ago
  5.0
  Great service, great product!
• KK

  ken khullar

  3 days ago
  1.0
  A couple of weeks ago, my wife and I visited this Trek store to purchase her first bike. Since I already own a Trek bike and have always had a positive impression of the brand, I suggested we come here. From the moment we walked in, we were greeted by Omar and another team member. Both of them were incredibly knowledgeable, patient, and genuinely interested in helping us find the right bike rather than simply making a sale. They answered all of our questions, guided us through the different options, and helped us confidently decide on a beautiful Verve 2. We were so happy with the experience that we paid a 50% deposit and scheduled a later pickup date. Unfortunately, our experience changed completely when we returned to pick up the bike about a week later. Neither Omar nor the other associate who had originally helped us was working that day. Instead, we were assisted by another employee along with the store manager. During our conversations regarding accessory pricing and warranty information, the manager's attitude left us feeling as though he was doing us a favor by selling us the bike. The interactions came across as dismissive and carried an "either take it or leave it" tone, which was disappointing, especially after such a positive first visit. Because this bike was a special purchase for my wife, I chose not to argue or create an uncomfortable situation. We completed the purchase and prepared to leave. What surprised us even more was that neither the manager nor the employees at the front, despite not assisting other customers at the time, offered to help us load the bike or even open the door while both of us were struggling with bikes in our hands. It may seem like a small gesture, but good customer service is often reflected in those little moments. To be completely honest, the way we were treated made both of us feel unwelcome. We sincerely hope that our perception was wrong, but we could not help wondering whether our experience was influenced by the color of our skin. No customer should ever leave a store questioning whether they were treated differently because of who they are. We also had a concern about some accessories we purchased. The manager assured us he would call us back within 24 hours with clarification. It has now been well over a week, and we have never received that call. That lack of follow-through only reinforced the impression we had formed. After thinking it over for a couple of days, my wife and I made the difficult decision to return the bike. I want to make it absolutely clear that this decision had nothing to do with the quality of the Verve 2 or Trek as a brand. In fact, if our only interaction had been with Omar, there is no doubt we would have happily kept the bike. He was professional, knowledgeable, respectful, and genuinely cared about helping us. He represents exactly the kind of customer service every business should strive for. What confirmed that we had made the right decision happened on the day we returned the bike. Another customer was purchasing a bike, and we watched as the staff courteously opened the door and helped load the bike into the customer's vehicle. Seeing that level of service given to someone else, after we had received none of it ourselves, was both painful and validating. It confirmed that the treatment we received was not simply the store's standard level of service. We spent approximately $1,000 expecting not only a quality bicycle but also a customer experience that reflected the reputation of the Trek brand. Instead, we left feeling disappointed, disrespected, and undervalued. I am grateful that we were able to return the bike because I have no desire to do business with a store where I do not feel respected or appreciated as a customer. I genuinely hope management takes this feedback seriously. Excellent employees like Omar deserve recognition because they create loyal customers. Unfortunately, it only takes one poor interaction from leadership to undo all of that goodwill.
• JF

  J. Emilio Flores

  4 days ago
  5.0
  Omar and his team are great. Came in for an emergency repair and their took their time to help out and advice.
• AD

  Ashley S. Donaghey

  Jun 27, 2026
  5.0
  Amazing products and service. Omar and Miles have been wonderful and extremely knowledgeable
• MH

  Mark Hall

  Jun 18, 2026
  5.0
  Walked into the shop yesterday to look at road bikes and was greeted by "miles" probably one of my best retail experiences in 50 years! What a helpful and knowledgeable employee, helped me pick out the correct size, set me up for a test ride, looked at the bike fit as i rode..... I was so pleased with his concerns and advice, Miles is definitely an asset to the trek, bicycle shop and brand, and what a great store! Thanks miles!

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