Poor customer serviceGot a pair of Giro gloves on Saturday and didn’t feel them comfortable for my riding so I brought them back on Monday to return them.Was my surprise that they don’t accept returns. This gloves are new. Packed and with tags and all.Their argument is “because of Covid”. I asked if they could make an exception but same answer, NO.At the moment of pay there wasn’t any verbal warning of the conditions of your purchase nor pointing a paper with the writing of a 6yo kid that they have in a near area of the front desk. However this paper that is also mixed with other unrelated stuff and stickers was quickly pointed at the moment of making my claim.The Irony or double standard is that at store everyone is trying helmets and gloves and touching the equipment. Staff wears masks leaving their nose uncovered, and touch the equipment to scan them on the register.What the difference with a customer coming in and touching and trying everything vs bring a pair of gloves that I touched once and never used?For what it seems that this Covid situation has become in a low excuse for this business to lock and secure sales to the detriment of customer service.

I came here on a recommendation from a neighborhood group. I should’ve gone somewhere else. Before I brought my bike in, I called to see if I could be serviced. The guy who answered said “im not sure. You’d have to bring it in so I can see it.” And so I did and the repair guy made a remark to the nice employee who at least looked at the bike. While I was waiting for the repair guy to say something to me, I received a phone call and the repair guy made yet another remark. It’s too early in the day to receive such ugly attitude. I again reminded the guy that I had KINDLY called before bringing in my bike and walked out. Take your business where it will be appreciated.

Im scouting out bike shops to repair my Trikke. And get a free estimate on what needs to be done. I met Peter so far and another person. Also he was repairing other bikes. Its closer to me verses taking it farther. Thats good enough for me.

Wow this place is amazing!! I never write reviews but this bike shop made my 11 year old bike feel better than brand new! The service was excellent- the person who helped me was kind, thorough, and knowledgeable. Also they were so efficient! I’m truly amazed at what they did for my bike- thank you!!!!

Chris is awesome! I took a 45 minute train ride to pick up a new ebike that On The Route assembled. Unknowingly, I arrived a half hour after close - the third party email listed incorrect store hours. Chris let me in, got my ebike, strapped on the extras (charger, tools, etc), and took the time to show me how everything worked. He really went above and beyond.My ebike ride back to the South Loop was faster than the train! I will definitely be back when I am in the neighborhood. What could have been a wasted day turned out to be a successful trip. Thank you!!

I took my daughters bike in to fix a flat. I checked first to see if the inner tube size was in stock. I used Google message option, they confirmed it in stock. I went in at 3pm they told me the price, inner tube $10 and labor $20. We ride to school and I needed it fixed asap, so I agreed to the high price. When the mechanic was taking my info I told him I needed sooner, rather than later. He made a face and said Ill call you when its ready. I get a call at 5pm from them telling me that they didnt have my size inner tube in stock and I should come pick up my bike. When I got there I told him that I checked ahead of time and that someone confirmed that they had all inner tube sizes in stock. He said it must have been their other location. 😕 I got in my car and jumped on amazon ordered a 2 pack of heavy duty inner tubes for $10, which arrived in 2 days and changed it myself. Now, here I am with another bike issue and even though this shop is 2 blocks from home, Im on google looking for a shop that cares enough about kids bikes to do the job.

Very helpful and informative. Great honest advice.

On the whole, I like the mechanics here, same couple of people pretty consistently and they have always been very helpful to me, but I hate when I need a bike repair and this is the closest shop, because they are so exploitative with their charges for basic repairs. $30+ to fix a flat is INSANE. It takes two minutes to fix and tubes cost less than $10. If you can, I highly recommend taking your bike west on Lawrence to Tailwind in Albany Park, which charges about half as much for basic repairs.In response to owners comment below, since I cannot respond to it directly: I have been pedicabber, a courier, and a year-round cyclist who has never been able to afford a car for like thirteen years at this point. I can do my own basic bike repairs, and two minutes is very reasonable and normal for any remotely skilled mechanic--and I mean, like, on the street, not even in a shop with mounts and tools that make it easy. Working cyclists need swift repairs. I have had no problems getting swift, immediate repairs done down the road, actually, but I do acknowledge your point: most bike shops have been horrible during Covid, and you are certainly better than most, for most things. $30 to fix a flat is completely ridiculous, however. Also, I was not able to get swift repairs done on my new, used bike when my last bike was stolen in the late spring, despite being a year round, working bicyclist and visiting your shop regularly for repairs before all these Covid tourists decided to ride bikes. Your rates are exploitative for working cyclists, most of whom are poor, and I write reviews for bike shops with people like myself in mind. It is no doubt a perfectly fine shop for people who ride casually and have a lot of money.

Had a wonderful experience with this bike shop. Was in the market for a new bike, called ahead and asked if they had a bike frame for someone my height, As I’m very tall. Pete was INCREDIBLY knowledgeable and helpful. When I went to the store in person to do a test ride, they were very busy, but pete took the time To make the necessary adjustments to the bike, and talked me through the gears, etc. there were several other people in the store buying bikes, and each customer was treated with impeccable service. If you’re in the market for a new bike, I highly recommend this place. Knowledgeable and friendly staff willing to take the time. They will take the time to make sure that you get the right bike, and not just try and sell you and get you out of the store. Love it!

On the Route is my go to bike shop. The team that works is fun. They work with a sense of urgency yet give you their full attention.I brought a really old bike in today. Pete took at it and quickly assessed it and was kind he was honest with the work that needed to be done as I would have no clue!!! Ryan has great service and took care of 3 people in the time I was there - 2 left with a bike and one a smile!!Get there for all your biking needs!

I’ll start this review off with saying this place is not Great at all. I walked thinking it was a different bike shop to get my bike fixed and the parts I needed, but the lady that was working there seemed very uninterested, Like she didn’t care. First time ever there, This would’ve been the best bike shop I i’ve ever been to. The bicycle selection was great and the employees didn’t seem entitled. It was just the lady I don’t know if she was a employee a manager or the owner. It doesn’t matter to me I prefer great customer service over what they sell but she just brought the whole mood down that I left instantly before I even got my bike out of the car. I just told her what happened and what I needed and she responded with not even words it was the worst experience. If anybody does see this and also don’t like this place there’s another bike shop at 3259 West Lawrence Avenue I will ask what’s wrong with your bike take it and if it’s something simple they will have it done within a day. I suggest this place if you want to search it up by name it’s called tailwind cycles. And if the owner asks me to take this down I won’t because it’s the truth. And the only reason why I came here is because they got the address wrong when they were moving stores.

This place usually has a decent amount of single speed products but didnt have much of anything the last time and were incredibly rude. Wouldnt recommend unless you dont mind terrible customer service. Truly, Id rather learn to do things on my own before coming back to this shop. Really hope Joanne and Pete get their acts together. You would think that they would treat their customers better given the circumstances of uncertainty with COVID. Also, this place is not an accredited business..

The gentleman with the gauges was very helpful and informative and fixed my problem with no cost and assisted me in finding what i needed. Great place for cycling enthusiasts.

My multiple experiences have been fantastic. Excellent service and advice and unwavering commitment to the Chicago biking community and its causes.

I never write reviews but this bike shop is simply amazing. The first time I went, I brought them a build and they finished it within 2 days (all other shops in Chicago told me a minimum of 10 days all the way up to 3 weeks). I brought my bike a second time because I was involved in a crash, and they replaced my rear wheel and derailleur and straightened out my brakes in AN HOUR. I will never go to a different shop in Chicago, On The Route is the best.

Went here during the phase 3 opening of the city, during the pandemic. Called before I came, very little inventory, sales guy policed me like they thought they were the police (when talking my mask slipped over my nose and he stopped what he was doing to tell me to raise it before I had a chance and that despite the SCIENCE), no tags on the bikes showing the actual year and model, and when I asked the year they were not sure. Easy way to charge full on a year old model...All of the advice I received was to assist in their sale, meaning, they sized me down to a size 51 when I am 510 probably because there are a lot of people 510 and inventory is low but let ME make that decision. I fit a 54 alll dayyy. Also no discounts here whatsoever, taking full advantage of pandemic pricing which seems to charge full retail for even last years model. No deals for first responders and military, they may actually even treat you MORE POORLY. Lastly, I go to a bike shop and get to know the people because of their service on my bike when I need it. Not one single mention of a free tuneup, any kind of deal on anything whatsoever, no service here! AVOID.

The used bikes were way overpriced, rusty and at least a decade old.

The woman helping me with some info on inter tubs and a patch kit was very helpful.

Edit 8/12/2019: I took my bike in for a full tune-up last week. The staff were friendly, honest, and didnt talk me into anything I didnt need. I can do some small stuff by myself, but Im really glad I brought my bike in. All the rust was removed, the frame and wheels were aligned, the brakes were fixed - its like riding a new bike!Super friendly, knowledgeable staff. Im glad to have such a great bike shop near me.

Ive had 3 modifications done to my road bike with the good fellas at on the route. But this last visit was the best. Thanks guys for the new bull horns n tape installation.. you guys done a wonderful job and I will continue to do business with you guys.

They charge hella for everything

Almost didnt go because of some of the reviews. But I did and am glad I went. I think his name was Atticus or something similar (sorry have a really bad memory) and he helped me out. Super nice and no sales pressure. My budget is low because I dont want to buy an expensive bike as Im concerned it will get stolen but he was very helpful in discribing the differences. I didnt buy a bike yet but will continue to look here and will bring my current bikes there for repairs as its close and staff was very nice. Thanks.

First time visitor, long time passerby. I recently received a bike from a friend and took it here on my maiden voyage. The bike needed a new inner tube for the rest wheel. While the repair guy checked the wheel, I decided to pick up some new handlebar covers and a new seat. The selection seemed to be a little limited, but I found what I needed at reasonable prices. I walked in 30 min before closing and the guy took my bike right away but, the service was friendly and quick!

Excellent in all respects.Purchased a bike at a terrific price. That was matched by the service and care and concern shown by the mechanics and the owner. This is the type of shop that creates a warm glow, making the term local bike shop (LBS) something special. This is the one located on south Dearborn, literally on the new bike route. Great stuff.

It is great to be back. I am the owner and a sunny day in high 40s had customers in and out all day. 1 bike sold. 3 pairs of gloves, 2 smart wool hats and socks and a whole lot of repairs. THANK YOU CHICAGO

Went to go looking for some Pannier saddlebags for the back of my bike. They were helpful and installed it for free! Looked around, and they have great bikes. They were reasonably priced too.

Wonderful place, two gentlemen who assisted me were very, professional, knowledgeable and nice. The store had everything one could hope for.

Really helpful and informative. Ryan was super professional with excellent customer service and took a lot of time setting up my new bike and explaining how everything works. I would definitely recommend!

I love this place!! Treated myself to a new bike and I am so ready for summer. The team was so welcoming and knowledgeable. They have onsite staff doing repairs too! I would highly recommend this location without hesitation!

I bought all my bikes here because they are the known experts in the city. Their rides and events are really cool too. I went to their event to listen to pro cyclists speak. Was very interesting! THANKS OnTheRoute

On the Route is a great place to shop! Staff are extremely knowledgeable and passionate about biking! I left with my purchase feeling completely satisfied and will definitely shop there again!

I would learn to fix my own bike first before ever going back to this place. I stopped in during the weekend to see if someone could put air in my tires and the response was terribly rude. The answer was, The air is outside and if you want us to do it, we have to charge you. I left and went to a different bike shop closer to home where they are willing to help people out, not just steal their money. Horrible customer service.

I bought a bike and child seat here. Staff was super helpful and answered all my questions. I had an issue with a crank breaking and they got it fixed super quick! It might be a bit more than amazon for a bike but it’s worth it. If I have an issue with the bike, they look at it and fix it. Go here, it’s worth it.

Awoke to find my bike had a flat. Thought my holiday weekend was ruined. Stopped in here, expecting a wait of a couple days...not so! Fixed in an hour at a reasonable cost. 5 star sercice!

Quick, friendly, and knowledgeable service but items are priced higher than youd expect, even for whats considered local bike shop prices. They have nice pumps on the shop floor in case you need them

Great place to purchase bikes and accessories if you like getting railed. Corporate attitude of squeezing every penny they can out of you. Save yourself the trip and find other bike shop if you want to spend less.

Got a nice deal on a basic bike, and the salesman was very knowledgeable and made seat adjustments for me with no hassle. Would definitely go back.

The place was very nice, and I really liked that store, but unfortunately was not satisfied about the service. Jack or I am not sure the name of the repair man that fixed my bicycle, he is the one that made my experience not very nice. He did fixed what I need it to be done, which I am thankful for, but I dont like when someone is pushing me some stuff that I dont want. My bicycle is not new, and I purchased it from flea market but I was very happy with it, Jack told me that there was something wrong with my seat, but it did not bothered me and I was comfortable, but after I picked up my bicycle I saw that my seat was broken. I just wish he did not touch the seat at all. One more thing that I want to add is that during my visit there Jack always tent to talk to other customers,kind of ignoring me. Maybe it was not my day :)Now I have to take my bicycle to other place to get my seat fixed, I am not going back to this place

Worked with Adam on two of my bikes. Very pleased with level of service and his involvement/feedback on some changes to my set up. Solid experience.

I dont usually write reviews, but Ive taken my bike into this shop twice to get it checked out now because my tubes kept popping and both times i walked out with nearly a hundred dollars less in my pocket and ended up with popped tubes the same day. plus the few employees i dealt with both times were a bit smug, and i know its rare to find a shop where most of the employees arent, but turin bikes seems to have good reviews and its just 10 minutes farther from my house so i think im going to end up checking them out today and seeing if they can actually help me without making me feel like a moron. i will add though that the last time i came into on the route was last fall, so things may have changed since then, but i honestly dont feel like risking another bad experience where i end up wasting my money. anyways, good luck and bikes are cool and ride them always.

Worst bike shop ever racism there walk in didn’t even want to help me it seem they didn’t want to help me because I was Hispanic avoid this place this. Soon as I walk in they said no no what? Bad business Don’t spend your money there.

I had some of the best service from on the route. I was in a bind while staying in Chicago and these guys went above and beyond to help me out. Check them out if you are looking for a great commuter freidndly bike shop; shout out to Raheem for going the distance and helping me out in an emergency!

Whichever man i dealt with acted like i was bothering him, couldnt even give me store hours because he didnt know how long he wanted to stay open. was rude both times i went in. Overcharged me too.Go the extra mile to Boulevard Bikes in Logan Square- theyre super friendly, quick, trustworthy and fair.

Well they deleted my review from earlier earlier I see so Ill just reiterate.I bought a bag from this place. It broke. I came to return and get a replacement under warranty. The guy said hes not going to replace it and then accused me of breaking the bag myself. I had to call the manufacturer and explain to them what happened. They ultimately helped me out when this bike shop should have.This time, OTR, Im going to screenshot this review in case you so desperately feel the need to censor anybody who doesnt give you such a golden image.Response to owner: First of all, your nerve to even reply to me and claim you had nothing to do with my previous comment being removed is beyond explaining with words. You deleted it, and then felt intimidated when I told you I would screenshot my current comment in case you deleted it again so you just decided to act all cool and innocent. Secondly, youre an idiot if you think Im going to continue doing business with you. I was a client for a year at your establishment and your inconsiderate staff decide to treat me like garbage and accuse me of breaking the freaking bag? Youre too dumb to run a business, let alone, use the internet.

Bought a bike from here a couple years ago, when the crank arm fell off a couple months ago and i lost the bolt i came in told them what happened and was looking to buy the bolt. The guy gave it to me for free and told me if it didnt work to bring it it (: so nice, it did work though so good customer service

The guys where very helpful and explain everything really well I really appreciate it.

Nice selection of accessories.

It’s always funny to watch someone talk themselves out of working or bringing in business. “The repairs are worth more than the bike”....Happy to shop elsewhere

I really want to like this place. I purchased my bike from here and the experience was awesome and the staff treat you like a friend when you walk in the door. However it kills me after I purchase something from them, go home look up the MSRP of something and its 50% over what I paid for it. This is the second time this has happened and there staff just says they cant help how management prices things but they would be happy to refund it but they didnt provide me with a receipt. Their pricing structure doesnt make me want to just stop in to buy something I need knowing that Im getting extra ripped off. I know they cant charge amazon prices and wouldnt expect but anything over MSRP is just simply wrong especially 40%.[Update-06-22-2012] Called a second time to speak with a manager about this and again not a manager during the middle of the day and all the staff just repeat we dont know anything about pricing policy or something like that. Or we just charge what we need to charge to stay in business. I called the other store in Lincoln Square to see if they had a manager and spoke with the one there and he told me that the price they were selling the item for and it was 20% lower than the store in Lakeview. So it seems that they just dont have a pricing policy and just make up prices depending on if they like you or not. Also to make matters worse what they sold me didnt even work, a spoke wrench. I told them I needed a spoke wrench for as Shimano set of wheels, which I had with me, and gave me the Park Tools SW-7 which all three are too small. I went to Performance on Halstead and asked them what I needed and there staff knew exactly what I needed, a Shimano brand spoke wrench and told me they didnt stock it but it could be purchased most any store on the internet. They helped and On the Route sold me the wrong thing 40% over MSRP and 20% over their other store and in the end it didnt even work. The employee from the Lakeview store even argued with me on how I even knew what the MSRP was because Park Tools doesnt publish it ..... really how about you not worry about schematics of the hows and just provide good customer service. Anyrate the manager of the Lincoln Square store (Chris I think) claimed he would ask the owner to call me ... I will be sure to write an update on the Owners response, or lack of which ever it is.

I bought locker and it was really good.

These guys are busy, but always helpful.

Friendly stuff but . They didnt do a good job with my bike I asked for tune up and they told me that they changed the both tubes of my bike and I picked it up from the store on Tuesday and I didnt even ride my bike at all and one of the tubes is flat so disappointing .

Just your average bike shop. I bought a couple water racks and bottles and it was almost $70. A bit overpriced in my opinion.

Friendly, fast, knowledgeable.

I like this Store the guys always are courteous and help me with my bike 2 times I like their service quick and fast and also they never charge me Thanks a lotI recommend this place to you, the boys are always courteous and know how to do their job very well. Twice I have needed their help and they have not charged me a thousand thanks