Trek Bicycle Superstore

Mike in service went out of his way to address the multiple rear tire flats I was experiencing on my new Domane. Continental made good on a replacement Gator tire that blew out. It’s tough to blow out the side wall of a Kevlar-​lined tire; but put nothing past me. Thanks Mike Olson for hiring great people and empowering them to help your customers!

Bought my first fully suspended mountain bike at this store. The staff was helpful in choosing style of bike. They let me test ride without pressure, and I ended up coming back two weeks later to make purchase. Got a great sale price on a cannondale brand bike. They helped convert my tires to tubeless with the purchase. Their assistance in maintaining the bike since my purchase had been great.

So my husband and I visited a couple of stores before he finally made his bike purchase. He needed a decent starter triathlon bike. There were a couple of places in SD that tried up selling him but this place didn’t do that. The sales associate took time to ask questions about his goals, where he’s at and what he hopes to accomplish long term. Taking this time helped determine what best suites him at this time. Ask for Justin if you want to experience excellence! So my husband ended up with a Cannondale and he loves it. He accomplished his first IRONMAN in San Diego and it was a success. Thanks Justin and Trek!

Walked in looking for a full suspension bike. Justin walked me thru a couple bikes within my area of need. No pressure test ride two bikes Great job!

Went in just to ask the mechanics a question about an old Trek bike I was restoring. They were very helpful even though I wasn’t a paying customer (on that visit). They’ve won my confidence.

The good– The salesperson I’ve worked with has been technically adept and professional. In general, I’d say everyone’s been friendly and professional (not my experience at many bike stores).
The representative that worked with me (Matt) was quite helpful, patient and knowledgeable.
The bike I bought was great on my first weekend excursion– two days on Noble Canyon. Top quality (Trek Remedy 9 29). Very well assembled and fitted!
I was with a friend that was also on a brand new Trek Fuel EX 8 29 purchased in Solana Beach. It seems the folks in Kearny Mesa are better at assembling bikes than the Solana Beach shop. He had to take his bike back to address a lot of issues; and when he came back– his shock settings were still way off.
The not so great– The store wasn’t stocked with the bike I wanted (Remedy 9 29– $ 4700) or even a lower package with the right frame or size for over a week (Remedy 7 or 8).
After a week, a Remedy 8 27.5 came into stock and I was able to ride that in the lot. It made me optimistic enough to proceed.
They have a policy that you have to front the entire purchase price for them to order something in– without even having one to sit on.
Given the risk, they don’t even offer an incentive. A bit draconian in my opinion.
Despite this; I was assured that if I ordered the bike last Tuesday, it would be in from their California warehouse on Thursday and ready for pick-​up by Friday.
I checked in on Thursday to confirm the status– everything reported to be on track.
However, come Friday (pick-​up day); I was told that the bike would not be in until Monday (I had to call otherwise no notification given about the delay. Good thing that I didn’t drive in).
Monday (pick-​up day 2) and I was informed (no call to me again. I called) that the bike won’t be in until Wednesday.
After speaking with the manager, I was offered some low-​end rental options that were not satisfactory. I was told that it will be given a priority build order and be ready by Tuesday.
The bike was ready by Tuesday but the warranty clock started ticking from the day of order (One week earlier).
All said, I am very pleased with the performance of the bike and staff at this shop. Status updates on delays would have been appreciated. Trek needs some work on their policies and inventory tracking.

Great store. I’m not a Trek brand fan, but I like their stores and their customer service. Their other store blew me away with some obscure parts and great shoe sale. Came here in a pinch for some screws for my cleats that fell out. The other store carries my cleats but this one doesn’t. Guy went digging in the back and gave me some free one’s to help. Big fan of this place and always have smart staff members. They keep this up, I might have to convert over to a Trek bike.

Always friendly. Always acknowledge you when you come in.-this is always huge to me and is basic customer service but not everyone does it!
Their bike service is superb. All of the mechanics have never been anything but nice to me. I’ve purchased 1 road bike and 2 Triathlon bikes here. Sure, Trek is a little pricey but it is a quality brand with a history to back it. Whenever we had issues with some minor tweek, they are happy to take it, and adjust the deraileur and I was in and out in less than 10 minutes on several occasions.
On my last tune up, they really did such a great job I felt like I was riding a new bike and it was truly the best ride in a race I ever had! Thanks to all of the great staff at Kearny Mesa Trek!

These guys are polite, came in my bicycle was supposed to have been built, still in the box I’m pissed cause it’s out of my way. They said they would build it and drop it off at my house. Totally diffused the situation, dropped off later that evening. Great bunch of guys, great service

My husband and I bought a pair of mountain bikes, and being new to the sport, we needed a good deal of assistance. The Trek staff really helped us out getting everything we needed and made sure we understood our equipment before leaving. They also tuned our bikes up again for no charge after our first few rides.

Great store.
The staff extremely helpful.
I highly recommend the store guiding me to what i George, Steffan are very knowledgeable.

Not sure what it is with these guys, but you’d think they found the cure for cancer with the way they strut around and act like you’re beneath them…
Every time I’ve been in there, I feel like I’ve brought tangible concerns and asked intelligent questions, only to be belittled by their snide answers.
Newsflash gentlemen, if you want to maintain a customer base, stop acting like everything is a huge inconvenience and do your jobs.

So my experience started off a little rough. Bought a Cannondale at a great price and a Trek for my girlfriend, also, great price. The sales guy was helpful and informative but after riding my bike for a couple days, it just felt wrong. I did some research and apparently I was on an XL frame, when everything I looked at online said I should be on a Medium or possibly a large if it was set up correctly. So I brought the bike in and a new person helped me. He told me I should indeed be on a medium frame so without even blinking, he took my bike swapped the wheels onto a Medium build they had on the shelf. Great! Super friendly and they fixed the error without a second thought. This is how it’s supposed to be right?!
Next ride, bike feels better and everything is hunky dory… until my chain derails twice. Hmmm. No big deal, I’ll have to bring it in for tuning. Next time it derails it breaks something… now I can’t shift and I’m in a very high gear. I proceed to my vehicle about 8 miles away looking like a Circus Bear on a tricycle and getting nowhere fast… now I’m annoyed. I bring it back and talked to one counter person and then the service tech. Explained the situation and left the bike with them. Within a few hours I get a call saying my bike is ready. That was quick! I head back over and they admit the dérailleur wasn’t set up right and it broke the hanger and bump stop when it popped off. They replaced the parts, tuned the dérailleur and adjusted my rear shock for no charge.
Their parts and accessories are fairly limited, kind of pricey and in the times I was there, they definitely had a few pissy customers because the wrong parts were ordered. I think they have an issue in that department, but it hasn’t affected me yet.
In summary, they aren’t perfect and I had a few issues, but they still earned big points in my book by fixing the issues with a smile and I have to say, everyone I have dealt with so far have been very friendly and customer service oriented. I would recommend this shop for bike purchase and service but go elsewhere for accessories.

Price matched gator hardshell folding tires advertised with performance bike. No hassle, saved me $ 46 on two tires. Great service too.

I went in for some mountain bike accessories they have a very limited selection of brands, items, options so I left quickly. The guys in there seemed ok but I would like more choices than they had

We were Very pleased with the service provided by Justin during a recent bicycle purchase at this location. He was very informative and very honest which made it easier to make an informed decision on the purchase of a new bike and accessories. Have returned on another occasion to have some bike adjustments and look at some items. While Justin was not at store, the other staff were serviceable but perhaps not as attentive and informative as Justin. However It is important to note the adjustments were made on the spot, so we appreciated not having to wait or drop off bike. Justin is a Solid 5 star but in general I will have to rate the store a 4 Star. Hire some Justin Clones and 5 stars would be no problem.

This place sucks.
They act like it is an honor to be in their store.
Even after you drop $ 2+k on a bike.
Some are good. Most don’t know squat.
Nickle and dime Yo.

Even though every bike I have ever owned is and was a Trek or Cerveló I will never set foot to but accessories from this store again. Their lack of a complete inventory leaves much to be desired.
I went in for tire liners, the ones to guard against punctures, and the salesman told me that they don’t really stock them because ‘they are too heavy.” If I hear someone who is carrying about ten extra pounds around the midsection tell me that the weight cost of 2 ounces of water is too heavy then I have already tuned out. Just because you work at a bike shop does not make you a cyclist.
This store is poorly managed and staffed by inexperienced folks with ‘Bike’ magazine subscriptions.
Two of the bikes I bought from this store were incorrectly assembled. Not a little bit incorrect either. One was an upside down bearing assembly in the head tube and the other bike was a chain that was too long. In both cases, the rookie mistakes cost me dearly, both in performance and replacement costs.
I had tried to order a rear shock from them and the salesman on the phone said he ordered the part. Then when I called back to see if the part had arrived, since they had failed to call me, it miraculously had not arrived yet. To make a long story short, the salesman never ordered the part.
You’d of thought I had learned my lesson by now but it gets better, I went in to order a new rear shock for my bike. A different salesman swore to me that he was looking at the correct documentation for the replacement part, one of $ 200 value. It was wrong. Either he was lying or he can’t read. I don’t feel comfortable dealing with these people.
Avoid them. Don’t be fooled by their hype about selling the most bikes in town. Walmart sells more bikes than they do. Should I go to Wal-​Mart to buy my next bike then.

Very poor customer service. I am not sure what it is about Trek Superstores in particular, but I have had similar problems with bad, impatient, grumpy service at both the Kearny Mesa and La Mesa locations. Most recently, an employee grew testy on the phone when I called in to see if a part I had ordered two weeks prior had arrived at the store. «We’re really busy. We’ll call you when it comes in,» he said. When it did arrive the next day, it turned out that it was the wrong part. The same employee who had barked at me on the phone put in the reorder, and I went back to waiting. Another two weeks went by, so I called the store again. This time I spoke to a different employee who informed me that the part had never been reordered. I have now been off my bike for a month and have gone elsewhere for the part.
Mistakes happen, sure. However, if the employees making them are both incompetent and nasty, I begin to ask myself why I bother doing business at that store.
I love my Trek, but every time I think about having to go into the Trek Superstore I cringe.

I have spent over $ 4,000 at this store. I want to love it. But, unfortunately, I have to agree with Jim L. in his opine that this store is lacking in the customer service department.
I went in about a month ago to buy a Cervélo S5 Rival, they were having a good sale so I wanted to take advantage. I was «helped» by Gino, one of the sales associates. I had to pull the information from him regarding the bike and about what I was looking for. Unreal. I ended up buying it because of the research I did on my own, no thanks to him. His attitude got a lot better when I said I was going to buy it.
I was told it had to be built and would be ready in about a week. I waited, and had to call to be told it would be ready the next day after 3 PM. So I went it, as instructed, after 3 PM. Gino told me to come back tomorrow because the guy who put the biked together was sick. A call would have been nice. It was clear that my frustration was showing because he asked me «what’s your rush in getting the bike?». A truly ridiculous question, as if it should be assumed that I don’t want to pick up the $ 2,999.00 bike I just purchased and use it… unbelievable.
I went in on the following day and told Tom that I was there to pickup my bike and Gino told me I would be getting fitted on it as well. Tom, and his sales associates were all a little surprised at that because, apparently, no fittings are done on the weekends. They did do the fitting and were very helpful in their explanations to me regarding the bike, but I was happy to finally get out of there. The only reason I am giving this store 2 stars instead of 1 is because Tom was very helpful and he did gave me plenty of information about bike clubs while I was checking out.
My advice, if they care to listen, is:
You have a great product which in most cases sells itself. It doesn’t matter if a person is buying a $ 600 bike or a $ 12,000 bike, they should be treated like a customer not an inconvenience to the sales staff.
For now, my business with Trek is going to store at 8495 Fletcher Parkway in La Mesa. I have nothing but great experiences the couple times I have been in there.