Belmont Wheelworks Review

I was there trying to buy a rack for my kids bikes.
The gentleman first told me that they don t have it... then he came with one rack.
We asked him for the cargo bag. He brought on in ... when asking the one with paniers... he rolled his eyes...
i think he didn t want to help us.
I had to go back to the store... instead i went to the Somerville one, great service there....

Michael Orff helped me select and configure the perfect bike for me. The after sale support has been superb. I used WW for service on my previous bike and have always been happy with the results.

Lots of inventory, but the employees will go running for the hills when you ask them for help

I shopped around for a Cervelo S3 and although it is an hour from my house this was the shop that had the best prices and largest selection so I took the ride and it was well worth it. Belmont was very easy to work with and gave me a lot of invaluable information during the buying process. The "essential fit" fitting was a great way to maximize the bikes' capabilities, learn proper techniques and adjust the bike as needed. Ed really knows what he is talking about and help improve my riding drastically. The store has a huge/diverse inventory of bikes and very knowledgeable sales personnel.

Great assortment of brands, lots of inventory, very knowledgeable sales folks. Very impressive bike shop. Complete dedicated kids shop, family/cargo specialists, lots of e-assist options, tandem specialists this place is the real deal!

Great team to work with, from purchasing a new bike, to shoes and fittings, I have had nothing but great assistance!

My family has purchased 9 bikes from Wheelworks. Despite living 130 miles away we wouldn't think of going anyplace else. Sean has fitted both my wife and me. His fitting is second to none. Perhaps what I like the most about doing business with WW is the lack of pressure. There is never any "upselling" towards a product I don't need. They just tell me what is best for my needs.

I have been a long time customer of Wheelworks in Belmont. After my recent experience I will never go back.

tldr - In summary, Belmont Wheelworks doesn t stand behind its work, they will not proactively ensure your bike is safe to ride, the quality of the work they do is subpar, and their pricing is inconsistent.

Visit one:

I brought my bike to Belmont Wheelworks for a tune up in late March. The bike had been sitting idle for a number of years and I knew that it was going to need some repairs. After inspecting the bike the customer service representative recommended that I replace both tires, tubes and rim tape, replace the shifter for the rear gears, and perform the tune and true service. After a short 4 mile test ride, I took the bike out for a little longer second ride. About a mile from home while descending a steep hill the stem collapsed and the handlebars dropped towards the frame and front tire. The stem had built in shock absorption and the bushing inside had deteriorated over time. I decided to ride home and while riding up the hill and shifting in low gear the chain came off the rear gear.

I purchased the bike from Belmont Wheelworks and as a specialized dealer my expectation was that they would have checked the stem given the age of the bike.

Visit two ( about 2 weeks after visit one ):

Returned the bike to Belmont Wheelworks to get the stem fixed and the derailleur adjusted. I demonstrated to the customer service representative that the stem will collapse if pushed on hard and also mentioned I just had the bike tuned up 2 weeks ago. He noted this on the receipt. I received an email informing me the bike was ready to be picked up but the receipt only noted that the derailleur was adjusted. There was nothing about the stem. Additionally I was not expecting to be charged for the derailleur adjustment as that should have just been fixed. I called to schedule a pick up and asked the customer service representative how the stem was fixed and the response was I don t know but the tech that worked on it has good juju . When the customer service representative brought the bike out to me I pushed on the handlebars and they collapsed. He said wow that doesn t look safe, oh and look it says here on the receipt that the stem will collapse if pushed on hard. He took the bike back and they replaced the stem.

Visit three ( about 2 weeks after visit two):

With the stem fixed I took the bike out for a ride. This time about 4 miles into the ride the rear tire deflated. I only ride on the street and bike path. I didn t hit any pot holes or curbsides. I walked the bike home. I took the tire back to Belmont Wheelworks and explained that the tire had around 10 miles on it and that it was just installed. The issue was a pinched tube. I asked if there was any possibility it was installed incorrectly. The customer service representative quickly said no as he handed me my receipt. I was charged for the tube and for the installation. Interestingly the cost of the tube was $1.00 more than it was about 4 weeks ago.

In summary, Belmont wheelworks doesn t stand behind its work, they will not proactively ensure your bike is safe to ride, the quality of the work they do is subpar, and their pricing is inconsistent.

Customer service needs to step up in the shop for 30 minutes nobody asked me if I needed help or anything

I purchased a bike for my wife from here a few weeks ago. Ordered via the website, collected the bike from the store after receiving an email that the order was ready for pickup. Easy.

Decided to purchase a bike from here for my son. Ordered via the website, received a cancellation email the next day because the bike was not in stock. A refund was promptly issued. Fair enough.

I called the shop shortly after receiving the cancellation email to find out why no one reached out prior to cancelling my order to find a replacement, I mean, you already have my money. Seems like the logical thing to do. The gentleman helping me was as surprised as I was, and suggested that I reply to the cancellation email, which I did, to no avail.

From the FAQ section of the website:
Q: Is availability on your website accurate?
A: Most of the time. However, due to increased demand, many bikes and products are selling quickly and may be unavailable when an order is processed. We understand this is frustrating and we are working on solving these issues to better serve you. Please do not call or email to ask if a bike or product is in stock. Your best option is to place an order as soon as you can. If you place an order and the bike or product you ordered is unavailable, we will do our best to work with you to find a suitable replacement if possible.

I realize we are in the middle of a pandemic, and bicycle demand is skyrocketing, but that is hardly an acceptable reason for shoddy customer service. An email or call detailing my potential options should have been initiated prior to the cancellation of my order. I find it rather hard to believe that there were zero replacement options available at a shop of your size. If nothing else, this
was a perfect opportunity to upsell me into something better.

Trust me. I get it. Everyone wants a bike. Not necessarily a terrible problem to have if you're a bike shop. If the demand for such is so high that you cannot properly serve your customers, you may want to think about expanding your team. Customer service is the lifeblood of any retail business.

UPDATE: In response to my email, Tom from Wheelworks contacted me via telephone with a potential option which unfortunately was not a good fit for my son. A day later he called me back with another option which was a perfect fit. The bike was ready in a couple of days, and my son couldn't be happier.

While we got off to a rocky start, Tom's persistence and willingness to go above and beyond to make things right earned our business.

Since, I have had another bicycle serviced there and am very happy with the results.

Best shop anywhere in the Boston area. I've been coming here for 20 years, bought three amazing bikes, had another converted to fixed gear, numerous upgrades, tune-ups and two custom fittings. It's clear that everyone here loves what they do and creating an amazing riding experience.

This is where you want to go for honest sales and good, accountable service. They carry brand-name bikes like every other decently-sized LBS, but what I'm impressed by is their commitment to taking care of their customers. I mean, just look at their response to a bad review in the height of the COVID disaster! They dropped the manager's name right here on Google.

My experience with buying two bikes here was top notch. I'll never go anywhere else if I can avoid it.

Without a doubt, the most amazing bicycle expert pros in the Boston area. Along with that, let me add: honest, caring, respectful. These guys know bikes! I've been buying bikes there for over 30 years. Some of the same guys are still there - they have a real passion in serving the customer!

Incredibly knowledgeable and helpful staff with a solid selection of good and great products for biking of all types.

I was in there during there sale in August, I was slightly concerned from some of the reviews I had read about sales people. I had previously purchased a few bikes 20 years ago. Upon arrival I was greeted immediately, and helped. The first salesperson suggested that the bike I was looking for my daughter was too big, and that he was going to look for one that would fit her better. A very short time later Michael Orff was introduced to us. He was again spectacular, we ended up having to order a bike for her and I later ordered a second bike. I can't recommend the shop or sales people enough, they have been spectacular!!!!

Terrible customer service, will never go there again.

Awesome place . They fixed the chain on my bike and didn t charge me a penny . Will def take my bike here for all services .

The older bald guy was very rude. Not helpful at all. Never going back there.

Dave their suspension expert did a bang-up job on my Yeti's rear pivots. As a very experienced bike mechanic I'm mighty particular about the particulars. Not an expert in pivots, especially on carbon frames I brought my bike to Wheelworks. The job was spot on and ended up less costly than estimated. He only did the necessary work, did a top job, and didn't hesitate to let it go billed under the estimate.

AWESOME is all I can say! My husband and I purchased 2 bikes yesterday and Steve helped us so much! I with out a doubt would have bought the wrong bike! He taught us so much about bikes today! Would highly recommend this shop to anyone looking for a great bike and awesome advise!

They prioritize taking your money over being helpful, plus the service guys are not very good. I bought a $3.5k mountain bike from them in August. Having bought on-line for the last 15+ years I decided to "do the right thing by my LBS" and buy locally, thinking I'd get good service in future.

How wrong I was! Back to on-line bike shopping for me.

1) the bike had a loose back end from the get-go. First they told me that was normal (it was not), then at the free 3 month service, they failed 3 times to correct it. On the 4th return, they addressed it while I waited. It was a loose wheel hub assembly. However, they drastically overtightened it. Luckily I noticed (the wheel would not turn freely at all) and did not ride on it, otherwise, that would have surely destroyed the bearings. I had someone else service it and it's fine now.

2) But the real issue and why I bother to write this review is what happened next. I wanted to improve the fork performance and I knew that the fork on that bike was upgradeable, so I called to see what they could do. First off the tech (Kevin) actually said "I wont tell you what the upgrade options are till after you come in and give us a deposit" Finally, after I pointed out that I'd already spent a tidy sum with them, he agreed to see what could be done. After two weeks, the store still did not give me any actual information and just told me that my only option was to buy a new fork for another $550-750, since any upgrade would cost $250 in parts and $140 in labor. I walked away and after a little research and the help of a useful internet bike store, I found that a $50 upgraded damper (motion control) for the fork was available and it it took less than 5 minutes to install. I've now installed it and it the bike is transformed - just what I needed. I can actually go another two levels up on this same fork for a mere $130, so I will do that next. So, either Belmont Wheelworks have no idea what they're talking about or (more likely) they repeatedly lied to me to try and get me to spend a lot more money with them.

Maybe others have had good experiences, but mine were appalling: after taking my money, they refused to be any help whatsoever unless I spent a load more. The internet store, however, - Discount bicycles in Keene, NH. - was enormously helpful and are now getting my business.

The shop was closing in 45 minutes I needed new tires and there where tubeless I asked if it was possible if they could install them they said yes I was very very happy ooo this was the first time I shopped and won't be my last thank you very much. My first impression was great

This place and their whole team was great. Ordered some bikes online and they helped me find the best ones when I called and had some questions. Processing was quick and picked up within two weeks. Their pick up procedures were fast and efficient.

Customer service was great and I love the look of the store too! Will come again.

I ve never had an employee intentionally ignore me and walk by instead of even acknowledging a basic question (masked!) until today s visit to Belmont Wheelworks I thought pretentious arrogance like that only existed in sitcoms. Unbelievable.

In the past, I have purchased bikes and gotten my bikes serviced from Belmont Wheelworks and have gotten good service. However, recently, I had a horrible experience at this store. I went in to purchase a road bike -- thinking about spending $600-800. We asked for help from a sales guy who was sitting down on a stool. Without looking up to acknowledge us, we asked if they sell road bikes in this price range that were lightweight. The response back from him was "we don't sell bikes by the weight" and then smurked as if he was funny. Totally taken back, we asked him to repeat it -- which he did. We immediately told him that we were no longer going to purchase any bikes or equipment from them again. Warning: Don't spend your hard earn money at Belmont Wheelworks! Instead, go to The Bike Shop in Arlington where we did buy a new road bike. Quad Bikes in Arlington is also really good.

Bought many bikes here over the years. There's a HUGE selection of quality bicycles. Check prices on their website before visiting the store. Sometimes they're not in-sync. I saw one price on the site and a higher price in the store. When i brought it up, they gave me the lower price and then some. If you buy a bike make sure to ask for your 10% off accessories. Sometimes (weekends) it can be quite crowded.

I ve had many mixed experiences at Wheel Works - Belmont. This review is based on recent road bike purchase. I worked with Chris D. who was absolutely stellar, he was patient working with me and had no issues spending the better part of a day with me. I walked with a with a 2018 Pinarello and I m extremely pleased with it and my fit. The service counter and mechanics are where this shop really shines for me.

If you don't have a $700 bike, don't even bother going there. They are going to look you and your bike down,l and do a bad job on your bike based on the fact that it is "cheap".

Go to the website and pick your bike and she hung up on me. Called second time, she hung up again, without talking this time,
No assistance with size, I am looking to get a hybrid bike - no such option on he site.

Been shopping at Wheelworks for 20 years. Very nice staff. Everyone is very helpful and HONEST. They will not upsell you. Staffed by riders of many ages and capabilities, you will find good advice whether you want to do a little tooling on the bike path or are an uber rider racing up Mt. Washington. The kids section has quality bikes at reasonable prices.
If you bought your bike from Wheelworks expect exceptional, concerned service.
I don't think there is anywhere else to go.

Stopped in here to grab some cans of cleat spray and would of given it more stars but the parking is on the street and not much of it and the staff is meh kind of helpful. The good news is they were the only ones in the area with the kind of bike lube I needed in stock. Prices were decent and if it werent for the weird location, they would A+.

Disappointed with the service and reps. First they confirmed by the phone they have the part I need. When I come, the guy yelled at me as if it s my fault they cannot locate the part. Turned out they they had an inventory error and other guy on the phone didn t bother to check. Reps made it look like it s my problem and took time to give me a hell on the curbside. Better to order parts online then having to deal with such rudeness and arrogance of LBS.

Been going here for years service department is top-notch the customer service is outstanding can't go wrong in this bike shop

In full disclosure, this was not my first purchase form B.W. Years ago my wife and I purchased a Santana tandem, and the experience had earned my trust in coming back.

Terrific experience this week buying a superb carbon road bike. Greg was a terrific salesperson authentic, helpful, and incredibly knowledgeable (I heard he was a former US race champion!) and really invoked trustworthiness. I had no reservations on the purchase of a several thousand dollar cycle here. Also purchased the professional bike fitting for the new bike, which also included a 20% discount on any fitting-related item. Turns out the biking fitting expert, Ed, is the cycling coach for Harvard. It was the best hour! In addition to being custom fitted for my new bike (also got a number of upgrades, like a new seat and stem that fit my physique better), I got some terrific personalized coaching on my pedaling technique on my own bike on the trainer during fitting. With the purchase of a new bike, you also get general 10% discounts for 30 days. So when I picked up my bike, I also updated my whole kit. The nice lady working the clothing area was incredibly helpful selecting a number of items for me, many of which I selected.

In the end, my wallet is several K lighter, but I am thrilled with my purchases! Everyone was so helpful, and I am confident I got a high quality bike, perfectly fitted to my anatomy and riding style, and upgraded gear, and all facilitated by a terrific buying experience. Belmont Wheelworks has definitely continued to earned my trust.

Postscript: Took out my new bike on an inaugural ride so thrilled! Professional fitting was DEFINITELY worth it.

Even though I'm surrounded by great bike shops in Cambridge, I often make the effort to head out to Belmont Wheelworks for my bike repairs/tune-ups. The staff at Wheelworks loves bikes and loves sharing their knowledge with customers, which makes it such a great experience to shop there. I have had countless visits with mechanics who were just as excited as I was about finding the right new parts for my bike upgrades. Thanks Wheelworks for all the help you've given me over the years!

PS: Ask for Ben or Shaun!

Just about the best experience you can have in a bicycle shop. Passionate people, excellent selection, great service and reasonable prices. If you're looking for a bike fitter, Jack is incredible.

Have had really great experiences here getting routine maintenance done on my bike and also with staff explaining things clearly and non-condescendingly to a femme newby bike owner. Have only purchased a few things here but they look like they have a great selection and I've been satisfied with my purchases and their prices.

This place has outstanding customer service. I went in after popping the bladder to my tire. I dismantaled the rim and brought the bladder in. Within seconds someone was there to assist and gave me advice on what to do the next time. (I popped the tire by removing the pump.) I was there last week to purchase the pump and the gentalman who aided me have be awesome feedback on my breaks. My spouse has purchased bike parts here before and the same experience! Their team has a wealth of knowledge.

I have previously purchased hundreds of dollar worth of products here and in my last visit I wanted to purchase hitch bike rack. I went downstairs. There were two employees and they just kept talking to each other for like 5-10 min. Finally they asked if I needed help and I explained what I was looking for. As they were explaining, they got a call and just left in the middle of explaining and selling me bike rack. I waited for 30 min and finally reached different employee upstairs. Rudest person ever. I told him what I wanted and I didn t want to take the box with me. So finally ringed me and I had to tell him I had account with them. I will not be visiting them anymore.
They don t even deserve 1 star. HORRIBLE customer service. Not sure how they are still in business with this poor customer service.

Admittedly, this review is 'dated' since my experience with B.W. was circa 1998-2008. Nevertheless, I purchased three bikes at B.W. in those years, and every time it was a great experience. I have fond memories of Peter Mooney fitting me for a custom frame in 2001. He took time to make sure every measurement was precise, and in 2018 I'm riding that same bike: It fits like a glove and is still a thrill to ride.

Never Again! I have been a bike commuter for about 3 years now. I have been using Belmont Wheelworks as my go to bike service place as well as where I bought my bike. However even though the older gentlemen behind the counter are BEYOND rude on EVERY VISIT (I have been a lot due to bad luck with tires etc) I found the maintenance guys very knowledgeable and for the most part friendly. However upon my last visit I needed my pedal tightened but I thought there may be a bigger issue and was quickly dismissed and they just tightened my pedal. Wouldn't you know it the pedal is still broken. I have had my bike get full maintenance here before but it always broke down shortly afterward. Either way that was the last time. Don't go here the bikes are overpriced the people at the counter are rude and the maintenance is beyond half ass.

These guys really care and carry out due diligence on your bike work. Great service - I'll be back again!

Tldr; amazing shop with an amazing selection and awesome customer service

Incredible bike shop with a huge selection of products and super knowledgeable staff. I d been researching a full suspension bike for a couple of months. I called and asked if they had the bike I was looking for in stock, which, amazingly, they did. They had the bike put together for me in 24 hours and had me booked for an appointment to see/fit the bike to me. I worked with Mike O., who was both super knowledgeable and super patient. I left with 1. My dream bike and 2. Everything I needed to keep riding during this pandemic. Can t say enough good things about this shop, especially considering how challenging it must be to run a business during this pandemic with all the supply chain issues and maintaining social distancing.

Will absolutely keep coming back for all of my biking needs.

I went here looking for a folding bike. Gary helped me out and was extremely knowledgeable and friendly. I was able to take a few for a ride before making a decision. He even set my wife up on a brand new electric bike so she could ride with me. I hadn't bought a bike since I was a kid so this was place was exactly what I needed. Overall a great experience. I would recommend and I will be back.

Just bought an All-city big block from Tom. He did a great job fitting and objectively walking me through the process of choosing the right size. I do not know much about bikes so this was a great experience for me and I learned a lot. Love the bike, and would recommend Belmont Wheelworks to anyone.

Knowledgeable staff who helps put you in a bike that fits you and your budget. The bike service shop technicians are great people who do the extra little things and sometimes at no additional cost. I will continue to only shop there.

Great selection, reasonable prices, and great staff - friendly, knowledgeable and patient! This is the place to go.

I've been to this shop like 6 times at this point, and my experiences are either amazing or completely demoralizing.

First went in to buy a bike on a busy Saturday, the first kid to help recommended a bike, I test drove it, and I told him I liked it but asked if he had other suggestions since I was reluctant to buy the first one I tried. He shrugged and said super apathetically that this was the only bike he could recommend for my criteria.

The next person to take over had a lot of suggestions and was extremely friendly. I bought a bike that day, had fenders installed on it and went on my way.

Couple weeks later, the fenders start rubbing and I bring it in. The guy says it's all fixed up. I go out the door and the next day, they start rubbing again. Really annoyed to make the trip out again, but the bike mechanic fixes it, explains what caused the issue and how he missed it and apologizes.

I come back just recently for help with shoes, let the person know I'm trying clip-ins for the first time. He immediately says they do not recommend I try these clip ins since people get hurt. I'm a little annoyed, like how does one ever start doing anything? By trying and learning? But I explain I have other pedals too in case it doesn't work out, and then he's super friendly and helps me with a helmet and some shoes.

I go to put the cleats on the shoes and I realize I'm missing a bolt. I come back, and the guy that day hooks me up with the parts I need free of charge, and I buy a bike pump off of him.

As I'm working on the new bike, I realize the brakes are rubbing and I don't know how to fix. I call to explain what's happening and the work I need, and 5 seconds in, the lady on the phone completely cuts me off and says aggressively, "I don't need to hear about what work needs to be done" and then starts telling me appointment times. I was honestly shocked by how rude she was, I said thanks but no thanks.

Sorry for the lengthiness, but it's really hard at this place. Depending on the person that helps you, you can either feel extremely pleased with the service, or you can feel like an idiot moron who knows nothing about bikes and doesn't deserve the time of day. Hopefully for everyone else, it's the former.

Good place if you want to buy a bike from "Specialized" (this is bike company), good staff, no issues with parking on weekends

Ive been to bicycle shops in every corner of the country and this is my overall favorite. This is the mom and pop shop that blows the big guys out of the water. Bostonians should be proud

Great place. Great selection. Great customer service!

I really wish I'd read these reviews before going to Belmont Wheelworks. The reviews are right on target. Great selection of products. The store was recommended for cycling shoes and they had the best selection around. I had to wait a long time for someone to help me, with several people seeing I needed help but just ignoring me. Finally a lady came over and asked if I wanted any shoes. She seemed annoyed to have to help me and would sigh and look up at the ceiling impatiently as I tried on more expensive shoes to find a pair that would fit a wider foot. I finally bought the most expensive pair she showed me, then she brusquely told me to ask about the shoe/cleat fitting and disappeared. So I wandered over to the checkout counter with the box, waited another 10 min until someone finally took my money. I asked them about the shoe/cleat fitting, but he didn't seem to know about it. When I called back the following day to schedule the shoe/cleat fitting, they scheduled me for a full bike fitting.

When I came in for the fitting, I again got the long wait for help, multiple sales & service people walking by me after making eye contact, and then eventually being shown downstairs after I corralled one of the salespeople. Mike was my fitter. Like other reviews, his demeanor came across as if he had better things to do, and he was dismissive and condescending about my bike (I didn't buy it at Wheelworks). I actually found myself apologizing for the bike and the components (the SRAM crank didn't match all of the rest of the Ultegra components). I also appealed to his expertise by letting him know that I was new to this kind of road bike, having ridden mountain bikes for the past 20 yrs. He started to soften a little bit at that point. He seemed to know what he was doing and tried to help me get a better fit on my bike, and I do appreciate it. Like other reviewers, I went in for a $35 fitting ("discounted" because I bought $270 shoes) and ended up spending $145 before getting out of the store (an extra $100 for a part to make the fitting better). When I asked for recommendations on a better saddle, he told me to just keep the one I've got since he'd have to charge me to refit the bike if/when I swap out the saddle (really?!).

At the end of the day, being as objective as I can, I think I got a good pair of shoes and a good fit on my bike. But I'll never go back because I went into Belmont Wheelworks feeling great about their store, about my new bike, and about cycling in general... and I left feeling like a burden to every single staff member I met, feeling that I didn't buy a good enough bike, and all the enjoyment and excitement for cycling was sucked right out of me.

I don't ever want to feel that way again (let alone pay $400+ for the "privilege"), so I'll look for other bike shops that actually care about the customer and their cycling experience.

If there was a 0 star rating, I'd give that as I'm not sure they deserve the 1 star. Could not install a simple valve extender on a tubular tire with a removable core even though I brought the extenders and instructed them how to do it. Instead, they kept my extenders and put on some Zipp ones without Teflon tape... They also think that it's ok to use hammers on carbon parts.

Belmont Wheelworks is struggling to communicate well with its customers.

I called for a tune up, and I specifically asked if they could check whether my chain needed to be replaced. The service advisor said they would check my chain and call me with an update. I scheduled my service appointment and dropped off my bike at the door with only my last name mentioned.

A couple days later, I receive a text on my phone with a work order number and a status update that my bike is ready for pick up. There was no dollar amount; there was no mention of the chain.

I was confused, so I called Belmont Wheelworks and asked about the chain; I was transferred to three people before one said, "the technician did not replace the chain." I asked, "Did it need to be changed?" He said, "Hold on." Then returns, "No." I said "great." I am then transferred to the Cashier for payment.

The cashier picks up and asks, "Are you paying for a new bike?" I said, "no, here to pay for a repair." He asks me for my work order number. I read it off the text message. He asks me for my credit card number. I interrupt him and say: "can you tell me how much the invoice is first before I give you my credit card number?" He says, "You should have it on your invoice." I said, "I don't have an invoice." He says, "Then how do you have a work order number?" I said, "it was texted to me." He mumbles, "sure..."I felt like he was terribly impatient with me, and condescending. He says, "It's the amount of a regular tune up." I said, "and what's that?" He said, "$79.99." Finally...thanks for being helpful.

I give him my credit card reluctantly, and I'm shaken by this entire experience.

I bought a Cervelo RS road bike and a Specialized StumpJumper from Belmont Wheel Works, for nearly $10,000 in hardware.

I never thought I would be treated this way.

**Revised to 1-star on 6/17/20**

After reading the response to my review by Wheelworks Management, I am discouraged. The issue here isn't the hardships of service as a result of Covid, which we all understand, but the lack of customer service, the pushyness, and the entitlement of the staff.

I have since purchased a Seven bicycle at Ride Studio Cafe in Lexington MA, and the customer service is night and day! Yes, we did my fitting outside in the parking lot. Yes, the coorespondances were via email, but never once was I spoken down to by Ride Studio Cafe like I was at Belmont Wheel Works.

I will never go back to Belmont Wheel Works, and to suggest I should call Gary to discuss without an apology for my experience is silly.

Clearly a very defensive organization.

I always feel a bit intimidated walking into Belmont Wheelworks. I don't race. There's $10,000 bicycles on the racks, and there's this sense that "rich people shop here." Rightly or not, I see the $200 saddles in the case and the $200 bike shorts and get uncomfortable. I've also come in, asking for a specific part (in my case, a fork crown-mounted brake cable hanger for cantilever brakes), and been told outright that it didn't exist. I ordered this part that "didn't exist" from the Specialized website instead.

On the other side of things, I've had two bicycle fittings at Wheelworks; both well worth the $75 or so they cost me. The fitting technicians had a ton of different handlebars and stems to customize my bicycles' fit, and were exceptionally personable. Wheelworks has allowed me to purchase saddles, then return them after one or two rides--they really helped me to get the right fit. My cycling shoes are also from Wheelworks; they have a great selection of shoes, especially for a large-footed person like me.

So... Wheelworks has been a sort of Jekyll-and-Hyde place for me. I've had wonderful visits for fittings, and one or two really bad experiences. If I need a saddle, shoes, or handlebar tape, they're my first port of call. If I need something else, I generally stay away. Harris Cyclery in West Newton is in general more friendly, has a great website, and easier on the wallet.

Very helpful staff, good selection of products, knowledgeable, mechanics. Annual sales are good times to visit.

top notch experts. Chris duffy is amazing bike fitter. not the best place for deals except later in the season and older bikes in the basement.

Waited around for 10 minutes before someone helped me, while there were at least 10 people working there. Also very expensive.

We use to be long term loyal customers at Wheelworks a few years ago. Really enjoyed interacting with the staff who were knowledgeable, friendly, and relaxed. We purchased our amazing bikes there and felt it was one of our favorite places to visit. Sadly, we have been back a couple of times to purchase another bike and the whole experience was really unpleasant and frustrating. The younger sales people seemed to be in a rush to push and sell their products, they didn't seem to care about the customers' needs, and seemed almost dismissive. It was difficult to find someone to check us out, prices were misquoted, and they ultimately didn't finish making the changes that were discussed when we returned to pick up the bicycle.

These guys are awesome. They do great work and know everything.

Had help from a guy here who should be on the stand up circuit. He entertained both my daughters while we were shopping for a new bike for our eldest daughter.

Service team was very attentive and helpful with getting my bikes in for a tune up. Ed was very thorough with the work that my bike needed to have done.

For starters, the staff at Wheelworks always seems too busy to help you, no matter how busy the shop actually is.

Wheelworks did a lousy overhaul on my wife's bike... in fact, I'm pretty sure they did nothing at all. When we got the bike back, the frame was still dirty, the brakes needed adjustment, and the drive train was bone dry and had not been cleaned. A few minutes into a short test ride, a pedal fell off the crank. Both crank threads were so badly stripped that the pedals were barely hanging on. Honestly, I don't know whether the pedals were already like that when we dropped the bike off, but they certainly should have been noticed during the tune-up.

We brought the bike to Harris Cyclery in West Newton. They replaced the cranks and did a wonderful tune-up.

Great bike shop, large inventory, competitive pricing.

Bill is totally awesome and helpful. I'll be back for sure!!

Overall it almost feels that they are doing you a favor by helping. Horrible customer service with exception of a few people that work there. Will look for a new bike shop.

I've always had good luck dealing with both the mechanics and sales people at Belmont Wheelworks. I bought a mountain bike last year through them and am still in love with it. I've also brought other bikes there to be serviced and have always been dealt with as an adult unlike other bike shops I've been too.

Huge selection (eye candy of bikes and gear). Knowledgeable staff. Great repair shop. I've bought 5 bikes over the past 15 years from them and happy with every purchase experience.

Came here to initiate a warranty claim for a SRAM derailleur. I did not purchase the bike here (it was an online direct to consumer purchase) but SRAM has Wheelworks listed as an authorized retailer to initiate claims through. Called to set up a service appointment. Told it s a $25 service fee. Fair enough. I drop my bike off (They told me it s best to drop off the entire bike for any kind of warranty). I called 3 days later and was told the warranty is in process, but I can pick up the bike, which I was happy about since I have some old spare parts, so I can still ride the bike while the claim processes. Went 2 days later to pick up the bike only to be told it slipped through the cracks Nothing had been started. Ok, fine I understand they are very busy at this time. At least I ll still get to ride my bike. Then the employee tells me it s not even worth starting the claims since it broke in a crash. Which it didn t. This isn t my first rodeo. But the employee didn t even ask the circumstances surrounding my claim. He assumed I wrecked it. As if it was easier to assume I would be denied based on false pretense. I still decided to proceed, and when I asked if her could give me a basic timeline to check on the claim, he shrugged and just said no. I m literally bringing you business, paying for a service charge, but being treated like the entire process isn t worth their time. Since it s now been over a week since I originally started the claim it s apparent it probably isn t worth my time either. A simple apology or basic effort at ensuring customer satisfaction would be appreciated. I ve had good service here before, but seems entirely employee dependent.

Being accused of wrecking my bike and attempting a fraudulent warranty claim is a little insulting. I would have gladly explained the circumstances, and was hoping they could even help my diagnose the problem that caused the failure, but they never even asked.

Update 8/28/20: Warranty was issued and deraillure replaced, in good timing (once the claim was actually started). John helped me over the phone and was very pleasant. Based on the reviews here it does seem experience is entirely dependent on who helps you. I would recommend Wheelworks take a good look at their employees behavior, because if it was consistently positive this would be the best bike shop in the area.

Great selection and better service. Moving to area and wanting a bike to commute with I picked one out online and reserved over phone. Scheduled a bike fitting too. All easily done and with q staff. Was late to pick up bike a few days later, called ahead and they were completely cool about it. Rearranged schedule to still fit in my fitting. Chris was great in the fitting, lots of tweaks to bike. Worth it. Another Chris then helped me pick out a rack and pannier and getting it installed that same day. Rode out with a well fitting bike. Highly recommend!

Ben helped me find the perfect bike for my needs (turned out to be a Specialized Diverge), and I couldn t be happier. He has incredible knowledge and patience. I am new to biking and therefore came to the store with an information disadvantage. All of the terminology/parts/options can feel very overwhelming to a newcomer, but Ben never made me feel inadequate for my lack of expertise and instead took the time to teach me. I will be back to Wheelworks for all of my future two-wheeled needs!

Worst experience of any retail establishment. Brought seat and post to Somerville store, asked for replacement post. Waited twenty minutes. Told me they did not have post but they reserved one at Belmont store. Took 20 m car ride to Belmont store. Waited 5 m. Service person said no problem. Took seat and post and credit card. 25 m later came out, said miscommunication. They did not have the post. No apology.

I brought my new bike in for its first winter overhaul. One day after getting it back, the bottom bracket came completely loose. I brought it back to be serviced and the same thing happened again. When I brought it to another shop, they told me (and showed me) that the BB had not been re-assembled correctly and that the allen fitting for the BB was almost completely stripped! When I called Clint, he apologized and told me he would call me back. He never did. After frequenting Wheelworks for two decades, I will never go back. Their service department sucks!

I ve been in many bike shops around the country. I was totally impressed with the vastness of everything in this shop. On top of that, the service was top notch. We had an issue with the rear wheel on our tandem. Ben went over and above to try to resolve our issue, even though the shop was really busy. I truly felt like he was there for me. Good place!

Once again, the rudeness of wheelworks turns me away. How are these people still in business? I want to support belmont businesses, but they make it hard.

Great service and help buying a bike that worked for me.

Excellent service from E-Bike specialists and able to test ride an E-bike. They have unique service of fitting your non e-bike to you, for an hour for a reasonable price. Many technicians to fix bikes.

I've never had any luck with this shop. Brought my bike in Monday first thing to have a new drivetrain, and new cables installed. They took the bike and said no problem we'll have it ready for you Tuesday night after 6pm. I went in Wednesday morning at 11am to pick the bike up. After the gentleman greeted me he went looking everywhere for my bike. I eventually noticed it was on one of the tech's stands and the work was just being started. Wasted my time with a trip all the way out there, and cost me a day of riding because I can't go back until tomorrow morning to pick it up. I know some people who have had a good experience with this place but it feels like they may have more business than they can efficiently handle.

I love this place! Been going here for years. The staff is very knowledgeable, and all love bikes!

Tons of bikes even during the Pandemic. High end quality bikes too. Helpful and thoughtful staff exist at 480 Trapelo rd location. Love this store.

100% recommend Wheelworks in Belmont. I worked with Ben F. in picking out my next MTB and he was beyond knowledgeable and such a big help. He had the bike setup up for me to test ride quicker than I could blink. He answered all my questions, and had personal experience to back it up. Thanks for everything!

Not the cheapest place in town but generally knowledgeable and reliable service.

Amazing place I love it, never bought a bike there but still hope to really soon because I'm not that old of a person but still would highly recommend you buying a bike there it's an amazing place

Purchased 2 bikes from this shop, the first go around the sales guy was younger, completely disinterested, arrogant and very impatient. The second time we were paired with Greg who was very knowledgeable and helpful. However during the sale with Greg the first sales guy who I won't name stated to Greg "I know what you are going through" and rolled his eyes. The manager should definitely look into this kids behavior as he is not representative of the rest of the sales staff and will definitely drive away customers from making purchases and returning.

These guys gave my mountain bike a good tune. Feels like a new bike! A few of the workers were rather unprofessional. Definitely got overcharged for labor too. Overall meh.

The staff at Belmont Wheelworks were so gracious and helpful when we recently purchased a bike there. We couldn t find the frame we wanted anywhere else so drove out here from Cincinnati, and when we got there realized the online sizing tool from the bike manufacturer led us to purchase a bike that was a size smaller than my wife needed. Luckily, due to their large selection they happened to have one of the next size up already built on their sales floor, and they were extremely patient while my wife tried out both bike sizes to be sure she got the right one. They did not rush us and made the exchange very painless. I would recommend this shop for all your cycling and mountain biking needs. I m sure that if they treated us so well they really will take care of their local customers.

UPFDATE: Since my initial post below, I was contacted almost immediately by Wheel Works who expressed their apologies and commitment to make this right. They absolutely did by offering to replace the fork or other means. They took care this of this matter to my satisfaction. Wheel Works customer service is excellent and I wish I has just contact ed them to begin with. They stand by their work and I would recommend them definitely.

Original Post:

Had two rigid forks installed. First was too small - my bad, although the service department didn't ask me if I wanted a suspension corrects fork. So I bought a second fork and had them install it. I asked them to cut the steerer long. Was told they could leave 40 cm. They didn't. They just cut it to the same 25 mm of spacer I had on the bike when I dropped it off. There was also a problem with the headset sticking which I asked them look at. They didn't - and the service department tried to say it didn't matter. I won't do business with them again.

Extremely helpful. Well organized shop, with friendly workers.