Had a pro fit with Jesse. Couldn t be happier. He was excellent, very knowledgeable and willing to help in any way from correct fit to maintenance questions to riding advice. Jesse wanted to make sure I was happy with everything before our appointment was complete even though it went longer than scheduled. Very impressed with the shop and atmosphere of Machinery Row. I would highly recommend this place to others!
Good selection, good deals available on road bikes. Friendly and helpful service.
Very positive experience. Great service and listened to found the perfect bike.
New bike day at MRB again (for the fifth time in six years). Another great experience. Thanks guys!
An exceptionally knowledgeable and helpful staff. You will Always get the help you need!
I love my new Trek Emonda. Great service. These folks love bikes and it shows in how they treat their customers. I am especially happy with the service department who will always stop and take time to answer questions and make little adjustments on my bike no matter how busy they are.
Informative and kind salesperson. Ample products including XL bike helmets.
Great service. Friendly staff. Reasonable prices for bike work.
Even though we couldn t enter the shop I feel like I got to really look at my options. Brittany was knowledgeable on all the products and really helped me make an informed choice. She s a gem!
The staff was very helpful and informative offering various tips and tricks about finding the right next bike for you. Honestly I went to 2 other bike shops before this one and they did a good job too but I didn't feel like Machinery Row was trying to force a bike down my throat. Very respectful of my decision making. I really liked that Scott (?)/ Steve (?) brought out the sizing expert to help me figure out what size bike I needed.
Awesome location and a knowledgeable staff. Fun place to visit!
I called to ask if a bike I was looking for was in stock and a service department employee answered. If I remember right I believe his name was Derek. He explained that all the sales staff was probably busy at that moment. Instead of just putting me on hold he answered all of my questions. Ended up buying the bike over the phone with him and stopped by a few hours later to pick it up.
Told a relative about the experience and they stopped by a few hours after that and picked up a bike too!
Would definitely recommend this place to anyone.
I had the best experience! Brittany helped me pick the perfect bike for me and knew exactly what I was looking for based on the information I shared. I test road a couple of similar options and was able to make some tweaks to the bike I liked best so it was perfect. They have really pivoted to be able to provide quality service during a pandemic!
An overworked staff makes for poor customer service. Underpay that staff and you've got Machinery Row. I've been in this shop periodically for the last 10 years. I've purchased a few bikes there and had a lot of repairs done there. You never know if it's going to be a great experience, or one of the employees is going to treat you as if you should feel like it's a privilege for them to take your money, as though you're a second class citizen. They do have some exceptional employees (who should probably start their own shop). I realize that after a while it's difficult to get excited about someone buying a new bike. And no one should expect a free ass-smooching with the purchase of a bicycle. HOWEVER, any customer should be able to expect to be treated with the level of respect with which they treat others. There are a few Machinery Row employees who shouldn't be interacting with the public. After 10 years and close to $7000 spent there, today was my final visit.
I went to get my first ever bike and the staff was so kind, patient, and knowledgeable. I'm so happy with my purchases and will definitely go back for any future needs.
Stopped at the conveniant location downtown along the Madison bike trail. Brake issues, which turned out to be a warped front disc brake. Not sure how that happened. Nate was extremely helpful and was able to diagnose and quicky resolve the problem. New disc brake and I was back on my way in less than 30 minutes. Thanks! I'll stop again soon!!
My husband and I drove over 2 hours to look at a bike that I had put 25% down to hold. That bike was not available at any other shop within a 300 mile radius of my house. When we arrived, we were told that we could not use the restroom and that we could go to another establishment 2 blocks away to use theirs. When we returned, we wanted to look at other bikes in the showroom to compare and see what else was available. We were told we could not go in the showroom but if there was something we wanted to see they would bring it out. How would we know what was available? The salesperson brought out one other bike. I asked if I could ride it on a trainer to test it. I was told no but that I could ride it outside. It was 2 degrees with a -15 windchill! Or I could drive another 4+ hours round trip to test it another day. Really? Against my better judgement, I rode it outside on the icy parking lot.
I respect most business covid policies. However, I work in a high risk profession where there is human saliva aerosol all over in a dental office. I am exposed all day. I have a bit of a hard time when someone tells me I can t use a restroom or browse a showroom when I am spending that kind of money. If it is to protect your employees, what about the 10 people crammed into the small waiting space for service. I don t think the employees or patrons safety was a priority then. We also went to Trek West and walked right in to browse the showroom and use the restrooms.
Maybe the person who took my down payment knowing I was driving 2 hours to get there, could have shared your store policies with me over the phone?
There is no apology or explanation as to why your store owner has these unrealistic policies. The owners really need to consider how their patrons are being treated.
Great mechanics, I've known some of them for over a decade. Biggest reason I don't go there is parking. There is none. If I'm out riding that's not a problem but sometimes you have to motor carry a bike in. I hate driving as it is and driving around to find an empty space isn't worth the frustration.
Jessie is a great professional and you guys always make me feel welcome. I have a high attention to detail and tend to be obnoxiously blunt about it and you guys always field my questions with professionalism and kindness. I come in with questions and leave with products and recommendations. Can't ask for more
Really cannot say enough about the great sales and service received. Everyone was kind, knowledgeable and professional. Never felt rushed, always felt listened to and had all my questions answered. Purchased a new bicycle and variety of accessories from Chris - just fantastic. Highly recommend working with Chris. The team that assembled my bike, attached all the accessories and help me adjust the seat, etc. were also great. Although I don't remember everyone's name, what I do remember is the excellent service, the great customer service and the feeling of being with just "good" people.
I realize the quest to find a bicycle shop that is not staffed with pretentious and presumptuous children is futile. Sometimes you need to just pick one. I picked wrong. I just wanted some help on a bike project/build that I'm trying to have some fun with. Before my intentions were even explored with questions or allowing me to elaborate, I was told that what I wanted was wrong. Mr. Pierced face had no time for anything outside the realm of screw A into hole B. Having bicycle knowledge should not make a customer the enemy. The opposite should be true.
Phenomenal staff, high quality products, timely service. I'll trust them with my hog again and again.
They know their stuff and are conveniently located, but you pay for it. If you live close to downtown and have a triathlon bike, they are probably the best shop around. For anything else like commuting and riding around town I go elsewhere. Other shops work with you more, have better communication and WAY BETTER customer service. I feel they conveniently conceal costs and push hard to upsell you. They provide very poor communication and an apathetic, condescending attitude. Last time I was in, they charged me $30 to change out my tires after I specifically stated I work on my own own bike and just wanted the tires. I thought they were doing me a solid during a slow time (since I spent $160 the the tires themself), but they forgot the mention the $30 service charge for <5min of labor. After complaining I didn t even receive an apology let alone a refund.
I ve been in there a few times and I m always a little disappointed with the experience. I always leave feeling they could have done better. Taking my business elsewhere.
Fast friendly and knowledgeable service on a bike I purchased elsewhere. Would definitely buy a bike here!!
They are always willing to fill my tires or take a quick look at minors problems I've had. I've never paid anything for small favors like this, I got my bike here as well and absolutely love it. I am quite short, so it is custom fit and I can feel the difference! I go to these guys for everything, they are honest and upfront.
Super knowledgeable staff that listens to your needs and helps you pick the right bike. I could not be more impressed.
When Derrick finishes a tune-up on my 16 year old bike, it works and feels like it did when it was brand new.All bike stores have mechanics. Most seem to have college students or other fairly young, relatively inexperienced people working on bikes.Derrick, like Machinery Row s other mechanics, is a professional mechanic. There s a difference and it is a big difference.My bike has never broken down while riding it. It just works flawlessly every time I ride it. I sincerely feel that the reason for this is how Machinery Row maintains my bike.Loren,Middleton, Wisconsin
They made me spend more for a replacement then i had to. Other wise okay not bad
One shop we made a point of hitting on our 2nd annual trip to the Run Santa Run 5K. A "must" shop for any cyclist.
Great service and bike rentals. Friendly, knowledgeable staff.
Brought bike in to get some accessories that I purchased from Machinery Row put on my bike. They did an excellent job and didn't charge an arm and a leg to get the job done! Great Service.
Brought in my winter commuter bike for a second ice tire and departed well-equipped to handle snow, slush and glare ice with confidence, less stress and good fun. Highly recommend the mechanics at Machinery Row for expert checkup, analysis and adjustments to make the bike sing as it cuts through snow drifts and navigates winter road conditions. The "Rock and Roll" lubricant they suggested works great to penetrate through salt film, prevent rust, and leave a waxy finish that repels snow and water. There is no bad weather when your bike is properly set up and tuned for the season. And there are no traffic delays when you can ride to work and run errands. Thanks for the excellent parts and service!
Every time I go there for anything - gear, advice, a bike, I've gotten excellent service. It's one of my favorite bike shops:)
- overall job - been dealing with y all for a minute - reef -
Not sure why they have a commercial on TV advertising in store shopping when in store shopping is still unavailable.
Always great and prompt service. Never a complaint.
Ok, this place is the real deal. Great selection, knowledgeable staff, and exceptional customer service. The employees really listen to you, are honest, and aren't pushy. Bought a new hybrid bike and it rides super smooth and crushes hills like a boss. Can't recommend this store enough!
These folks are AMAZING!
I rode my bike from Minneapolis to Madison with plans to rent a car and drive myself and my bike home afterwards. My travel plans had to change and I wasn t able to transport my bike back home myself.
Machinery Row recommended a shipping company, boxed my bike for me, and let me ship my bike from their shop back home.
The two staff members who helped me were both knowledgeable, friendly, and helped resolve a very stressful situation. Thank you!
The staff is friendly, efficient, and give excellent customer service.
Great service and whatever Machinery Row doesn' stock they will try and order.
Extremely friendly and helpful staff. Very patient with someone like myself who is just getting into cycling. Highly recommend.
I went in looking for a cheaper fixie or commuter bike. The cheapest they had was $500. When I asked the employee if they had anything cheaper, he told me that the owner, who also owns three or four other bike places in town, deliberately prices bikes higher so customers think they are getting a better bike than walmart sells.
Don't get me wrong, they are much higher quality than you would find at a convenience store, name brands and alloys and what not. Yet he still let me in on the fact that the bikes would all be a lot cheaper if not for a monopolized price fixing.
Mechanics are always helpful, often fixing minor problems immediately. I always put something in their tip jar in appreciation.
Sales person was readily available and very knowledgeable. We bought new bike helmets which is never a cheap transaction but worth it.
The service I received on my bike was professional and fairly priced. I will definitely go back.
An awesome place with great stuff and service! I purchased my bike through them a couple years ago and they provided me with coupons for free tube repair and full tune up. When in today thinking they'd have it for a couple days for a full tune up. The gentleman looked at it, made a few needed adjustments, put air in the tires, said save your coupon and sent me on my way in a matter of minutes! It was great service from very knowledgeable people!
Great Service. knowledgable staff. Great selection. Love to go again and again to this place!
Knowledgeable employees who are very willing to help and go the extra mile.
Placed and order for pick up today, received an email that said they will let me know when the bike is built, called and they said it will not be available for pickup until Sunday. Waste of my time. Your website should not let someone order for pickup today when you do not intend to have the bike ready.
Decent place, lots of bikes - super high prices. Parts prices are absolutely ridiculous. Staff is busy and getting help was not easy.
I am giving this shop higher ratings than my initial review. (2 to 4 stars)
Revised review: This shop owned by Roger Charlie used to be managed by an overweight guy (with a heavy accent) who made tons of money to the shop by ripping off customers with absolutely unnecessary repairs. When I discovered my $250 fix could have been fixed by $35, I realized that he didn't hesitate to rob the customers behind his smiley face. I warned all the people I know, yet many friends fell into his gimmicks.
Recently I had a chance to revisit the shop to help my friend getting the repair estimate. The new manager and his new crews significantly improved the quality of services and their integrity. Also, shop merchandise is priced at a reasonable level, and the waiting period got a lot shorter than before.
For now, I will recommend this shop over other locations of Roger Charlie based on the integrity factor and the cost-effectiveness of the service.
1st review: I think this place is highly overrated. Not a budget friendly repair shop. They overestimated repair cost and tried to replace the parts that weren't even broken.
Nice place still pleased to have purchased from there.
Friendliness from everyone. This is my first mountain bike so I had some questions about the bike and how to use it and they were very eager to help. I also drove 6 1/2 hours from the metro Detroit area and Regan or Reegan (not sure how to spell his name) was also very courteous over the phone and had my bike ready for me when I arrived knowing that I had a long drive back home even though they were slammed. It was very much appreciated. I would not hesitate to drive here again if I couldn't find the bike that I wanted where I live.
Friendly and knowledgeable customer service plus a wide range of products and services. Definitely recommend.
Best bike shop in town! And on the capital city Trail also.
So I was going to go looking for a new bicycle with the idea of trading in my old bike. I had checked the night before if bicycle shops are closed or not. They are not.
I wear a face mask and gloves to every place I go shopping and I follow the social distancing rule and all of that sort of thing. I am all in agreement for stores to limit the number of customers in at any given time. I was ready, if necessary, to wait in line outside until it was my turn to come into the store.
I stopped in at Machinery Row Bicycle Shop at the start of Willy Street. I walked right in. The way they deal with these pandemic times is that one person waits at a line in their lobby area and then they bring a bike from the show room out to you. You don't get to go into the show room.
I told the woman in charge of the line that I want to look at all the bikes in the show room. I'm not exactly sure what I want. I want to look at the display of all the bikes to get an idea of how to narrow down my choices from there. I'm window shopping. I have no specific styles, brands, or models on my mind at this point.
I guess in order to shop at this bicycle shop, one must check out the bikes on their website before coming to the store. I told the women, nevermind. She gave me a funny look and I left. I'll go elsewhere.
Despite coming in very close to the end of the day your staff was eager to help and made sure I was getting what I needed. Would gladly recommend!
Very good service! Quickly adjusted my derailleurs, explained the adjustments to me, and ordered the parts I needed to fix my shifters. Very friendly, personable and professional. Planning on taking my bike there from now on.
We really this place. Friendly, knowledgeable and helpful people.
Great service at reasonable prices! I bike to work every day and they keep me on the road.
Went to Machinery Row looking for a helmet. Getting help wasn t very easy, but when I did manage to find an attendant to help me he was not very friendly. I had a lot of questions since I have never bought a cycling helmet. Instead of being understanding the employee acted as though I was wasting his time. I ended up purchasing the helmet because I was happy with the fit. During the transaction the employee looked very displeased and did not even attempt eye contact and his tone was very short when asking for signature, etc. The whole time I felt judged by not looking the part of a cyclist. I regret giving them my business but I did leave with an item I am happy with.
I always have a very positive experience at machinery row bicycle shop. Every time I stop in they take good care of me very promptly. They take care of minor repairs or mechanical adjustments right on the spot within minutes. They don t sell you services you don t need. I recently stopped in thinking my bicycle me today comprehensive tuneup. They inspected it and told me as I needed a new chain, replaced it and had me on my way within a few minutes. The difference was night and day. The ride after was smooth and quiet. Totally typical experience. I don t want to go anywhere else for service or sales.
This is a fantastic bike shop with a huge bike selection, huge variety of parts, tons of clothing and in my opinion, the best mechanics of any bike shop in town. I have been here for repair/parts for my racing bikes countless times and I will never go anywhere else. I've been to Williamson, Budget bikes, and the dreaded Yellow Jersey and nothing comes close to Machinery Row. I have even brought my bikes in with problems and the mechanics will take 10, 15 even 20 minutes to show me what's wrong and how I can fix it myself to save money. If there is anything wrong with my bikes, they go nowhere but here. Part prices are fair, mechanic labor costs are very reasonable and the quality is unbeatable. My parents from Milwaukee will wait to buy parts/gear from Machinery Row in Madison because no bike store in Milwaukee can compare. I highly recommend this bike shop.
I've had nothing but good experiences here. I happened to be riding past one day when my brake gave out in a way I couldn't fix (I have disc brakes, which complicates things). One of the mechanics fixed me up enough to get home free of charge and even taught me a bit more about tuning disc brakes as he worked.
I also bought pedals and shoes here and the salesman was extremely helpful in asking what type of riding I do and making sure I got gear that was right for me. I can't say enough good things about this store!
Very knowledgeable and helpful staff. Cool store in a great location too.
I'm so grateful for the personal touch that your staff extends to customers. Everything from training wheels for my grandson's first 'real' bike to a brand new bike for his mom....everyone was so helpful and kind. Ben was fantastic in helping me remotely choose a bike (a surprise) for my daughter. Mike was delightful on the day that we picked it up and helped her choose a helmet and other gear. I was lucky to be in Mike's queue when I returned for training wheels for my grandson's bike. He not only knew what would best fit but he had them installed while I waited! (many thanks to your techs, too). I LOVE your people and store.
Go here. Best bike shop I've ever been to: Fast, friendly, competent, trustworthy. Proud to call them my local bike shop, and you will be too.
Helpful, knowledgeable staff. Nice selection of products. Solid service department.
SO first impression: I am at the store trying out a bike with Bill from California and some bikes hanging on what looked like a very large coat rack FALL ON ME. Bill did not even ask me if I was ok. A couple who where there right next to me, when it happened came to my aid. Then I did purchase a bike, with in one day of having it the gears did not shift and the next day the bike the tire pops while its just sitting in storage. ( again I had not ridden it , it was in sitting where a friend who helped me pick up the bike and lift/carry it to storage at my home) My four stars are for the rest of the staff who was very nice and kind helping me return the bike. it made me nervous I had gotten a dud! when I rode it I had back and shoulder pain. The rest of the staff was kind non judgmental and said it was ok to take time to think about it and maybe I will be back to get the similar bike or something else.I believe the bike I got the liv thrive disc was likely a very good bike. Just the other circumstances and the particular bike I got maybe was not put together well .
Bought a bike from here yesterday couldn't be happier. Highly recommend this place. Staff was very helpful
The team in the shop are always very nice, helpful, and conscious of my time. I hate putting them on the spot to help me right away but it always seems to be that something happens when I'm on my ride and they accommodate me right then and there. I know I can't expect that every time but I do appreciate it.
High prices, although the attitude is free. I went in looking to replace my broken seat post. I wanted one with a shock, all they had was one without a shock, for $30. I asked if they had anything cheaper, he gave me this annoyed, disappointed look, went downstairs, returned and said no. I asked if there were any extras in the parts department, he rolled his eyes but we went back there and asked anyway. They had a used one with a shock, it was like pulling teeth but they finally sold it to me for $5 and it worked great.
Just bought a new bike there, and the staff were all incredibly knowledgeable, friendly, and helpful (including answering my random questions that didn't actually have to do with my purchase).
Wonderful service, I called ahead to inquire about being fitted for my current bike which was killing my hands or perhaps replacing it. The person I spoke to in his dashing red ball cap (Hey Chris!) was in a word, wonderful.
He explained why I was having issues on my MTB riding on the road even though I had modified it some to accommodate. He explained how the functional differences in the frame and design made it really quite implausible to modify my bike to make it really work for me as I wanted. Instead he suggested a reasonably priced Trek.
The difference was instantly noticed as within the first 50' my right hand had not fallen asleep. And he was spot on for the first bike he looked at me and heard what I was looking for went to the basement and pulled this gem out.
He also asked how old our helmets were, advising that mine and my partner's helmets were maybe no long safe given their age, mine being from 2008. Whilst we shopped for a helmet and new gloves, the shop techs started swapping all the accessory parts off of my old bike to my new one. (Bottle cages ect.)
When we returned to pick them both up, they had taking the rear rack off my old bike, found it wouldn't fit, and put it back on the old bike. Same with the computer, they didn't have to put it back on but they made certain my old bike would be ready to go with the parts that didn't transfer.
I would encourage anyone looking for a good honest answer from a knowledgeable and friendly staff to go here, and give them a try.
There is a ton of selection and the sales person was extremely helpful in finding the right bike for me.
I had one of the worst customer experiences of my life with their manager Ben. I am a female cyclist who had trouble airing a trailer tube and came into the store asking why the pump that I was correctly using was not working. Instead of hypothesizing or working through the problem with me, Ben told me that (1) the tire was on backwards, (2) that the wheel was situated improperly, and (3) that these were common problems to expect for a trailer with cheap plastic wheels. Whenever I tried to ask what the problem could have been, Ben said over and over that oh, you just have to use the valve with the wider head, or oh, you just have to fit the valve tighter all things that I had already tried. I left furious that not only was I mansplained to during this entire experience, but the other staff did not enforce a six-feet minimum between customers while I was still in the store and two different customers were allowed to interrupt my conversation. I was saving for a bicycle from here, but now I plan to support Freewheel and Revolution shops that value women in sports and that educate their employees on how to not be condescending towards women.
Cool place it was really great the gentleman that worked there took the time to show us and educate us on bikes even though I din't buy
My wife and I had a wonderful experience finding her a new bike. The staff was very friendly and helpful! We would definitely recommend purchasing a bike from Machinery Row.
The mechanic made repairs on my bike that I had not authorized.
I took my bike in last week on either Friday or Thursday. My bike was having some issues with the brakes and I wanted to see what the problem was. While in the shop, someone cleaned my rotor and pads. Then he said I had to break it in. I explained to him that I had already done this before and that the brakes still were not working very well. He said he would try to do some tests on it, but he wouldn t have time until Saturday . Everything is alright until this point.
I received a text message on Saturday saying my bike was ready to pick up. When I came in on Monday, to my surprise, I was given a bill for the replacement of the rotor and pads.
I am incredibly upset because I told the mechanic who took my bike that he should call me if there needed to be any repairs.
He said he was going to test the brakes for the Roter and pad and if anything came up he d contact me. I wasn t given an estimate on the repair and I never authorized it. I feel disrespected and disregarded! Who is he to make repairs on my bike when I specifically told him to call? I wasn t planning on repairing the brakes until later when I had more money. They shouldn t be doing these things for money! It s ridiculous!
I was lucky to have an emergency credit card. Otherwise I would have stood in the shop not able to pay. What angers me even more is that the text I received on Saturday never said anything about a repair or a charge. The mechanic should have given me a quote and called me before changing things on my bike. The ONLY reason I didn t immediately ask for them to put my old rotor and pads back on was because another mechanic was helping me when I picked up my bike. He wasn t the one responsible.
I have never felt so offended. You may think a charge for a rotor and pad change isn t much, but then again you are not aware of my financial situation, right? The problem here is the disrespect for a customer s wishes, and I should have been given a LOT more than a mere 10% for this disregard...I had faith In this store...
Best wrenches in Madison. When I moved here from the West coast, I was afraid of the quality of service I'd find. The West coast wrenches can fix ANY issue blindfolded, while drunk.I've come to learn Machinery Row wrenches are the same way.Siskel and Ebert give two big thumbs up!
Fun experience. Phillip was patient and knowledgeable.
Machinery Row Bicycles is where I got my Trek Bontrager road bike and where I always go for Bike Maintenance because they are the best. Machinery row is the place to learn about what bike rides are going on and the staff are cyclist enthusiasts and well trained mechanics.
Incredibly helpful staff. Always willing to work with you and give quality advice.
Always very kind and courteous. Help's me with whatever I need in a very efficient amount of time.
I want to share how helpful staff and mechanics are at Machinery Row. Each and everytime I visit this shop I am confident I ll receive the best service. Jesse, in sales, is top notch and is always extremely helpful and on point with customers needs.
Very knowledgeable staff! Jacob (i think) helped me pick out a bike and was super patient with me (along with the rest of the staff). They made the whole process very approachable.
