"Great experience. All queries were resolved - bike came with flat tire and I've fixed it myself. The reimbursement process was smooth.
Bike is great - I enjoy as often as I can )
Thanks "Jenson USA" - I will come back again, if need a bike.
PS: one star removed due to flat tire on arrival"
"I hear about the biggest selection, the constantly best price from JensonUSA all over the net.
All that is marketing BS!!! They draw you in with an enticing offer, but most of the time they sure don’t have it on hand ( even though they will charge you for it), and so you journey starts. They’re actually laughing when they say : « we’ll get you riding in no time », masters of irony !!!!!! I patiently waited 10 days, during which time I got reinsurance that they were diligently packaging the wheel set I had paid for already. The level of deception is unbelievable. The customer service is a joke. What can you expect from a bunch of unprofessional, lying, conniving people like that : It’s called the JensonUSA treatment, and they are good at not delivering anything!!!!!!
My credit card company issued my refund diligently! And you know why???? It’s not their first time with that company, they know their mode of operation!
Stay away from those scammers!!!!!!"
"I am trying to get a product on my bicycle warrantied however it's been a month and a half with no communication. I have reached out several times with no answer and no one able to tell me exactly how long it is going to take. Once they have your money they don't really care about keeping you on your bike. I've had a buddy who it took months to get a bike frame warrantied through Jenson. In the end, the manufacturer said that the purchase MUST go through the retailer for the warranty. There are better prices and more supportive online shops out there. DO NOT PURCHASE BIG ITEMS FROM JENSON"
"The absolute worst!
Used to be a great reliable online business.
Jenson turned into the absolute worst.
Orders are not delivered on time , after orders are placed, confirmed and charged you'll get an out of stock messages.
"
"I have been a regular customer with Jenson for many years now, recently they have become horrible. I ordered for 3 items that were listed as in stock and will ship immediatly. 2 weeks later i contacted them about not receiving the package and tried to have them do something with their lame shipping company Ontrac. In frustration, because i was getting no where,i cancelled the order and requested a refund. They apolgized for the delays...their customer support does not have a phone number?!!? everything is blog and chat. Website is in development and glitchy does not work properly. 2 days after cancelling my order and 2 weeks after placing the order , the cancelled item on Ontrac s shipping was delivered to me... i contacted Jenson to let them know and they were clueless, they had to print me a return shipping label because the website doesnt work properly for customers?!?!? two days later i get an email from another gear advisor representative stating that one item in my package was on back order and never shipped in the package, and that they will place it on backorder....Holy crap...what a hassle!!!..it is obvious to me Jenson has no control or knowledge of what is in an order, where it is in the delivery process and no concern about assisting customers with bungled orders....I still have not received a refund for my original purchase on the returned item as of this writing....guess i'll write off 80$ from this bad experience, but wanted to warn others,,,,Buyer Beware....Jenson is a very poor customer service and frustrating bicycle parts on line company to deal with. . . go elsewhere"
"Worst online ordering experience in years.
My one and only time ordering from Jenson USA was a total disaster and they never even apologized despite making mistakes at every turn.
I ordered a shifter and paid for one day shipping. After 3 days the order had not shipped and their customer service said it was due to a snow storm. Ok, that's fine, but I needed the part the next day so I had to cancel the order.
Three days after I cancelled the order, my shifter was delivered...a week passed the original due date. So I complain to the customer service again because they shipped an order that I had cancelled. He basically said "oops". Three days after an order was cancelled, someone oopsed it into a box and shipped it to me....
So I return the item to them and explain that I need a refund for the price of the part and the shipping.
Two weeks go by and they still did not refund me even after their snowball of mistakes on my simple order. I disputed the purchase with my credit card and they immediately judged in my favor.
Seems to me they tried to steal from me and I see no other explanation for the absolute disaster of an experience this was."
"They sent me a used component and then had the gall to charge return shipping. This is the second time I have had issues with not receiving what I have ordered which cost me time, money and frustration. I'll never shop with them again, there are many other reliable and honest retailers to choose from."
"many items are NOT in-stock, searching for something takes forever. When I inquired about in-stock option - which is available in ALL other stores - I was told: "We do not have the ability to filter by stock on our site at this time" - and that's it! I couldn't believe it :)
Waste of time - not recommended to anybody unless you like to not know when your item will ship."
"Tried to make a purchase worth roughly 4,000 Canadian to this company to be denied over half of my items. They have problems keeping things in stock so they have 1000s of Skus many of them are doubled up in the system. They have good sales but goodluck trying to find something on sale in stock as they put things with 1 or 2 left on clearance and they sell instantly. Using sale prices to drive traffic on stuff you do not have in stock is dirty business and wasting people's time. They blame the manufacturers for their short coming when it's the person behind their desk that is failing to order proper qualities or give proper customer service. Waited several days for items that could be shipped to Canada with 0 help so I'm done wasting my time with this company and will boycott it sharing my experience with ever rider I encounter. "
"A few steps below horrible. I got sold defective tires and was told that they won't help me. They are tubeless and won't seat with a flash charger or co2. Cameron told me that I can't return them and won't help with a replacement"
"I placed an order with them, everything was shown as in-stock. Paid for everything, plus shipping costs. When I received the order some stuff was missing. I contacted them repeatedly over a period of more than a month. The end result from them was "too bad". Part not in stock. They refunded the missing part cost, but not the shipping, so now I'm out the shipping costs to re-order the part.
If they'd been honest and told me upfront they didn't have everything in stock, I could have canceled the order and bought elsewhere. But they lied.
And, as others have pointed out, their customer service is horrible. One guy I spoke to (Fred Mackey on Dec 7) actually suggested I go to a bike shop and perhaps they would give it to me for free! Jenson had similar parts in stock they wouldn't give me, despite me ordering from them, but he actually suggested bike shops would give parts away for free. I don't know what planet Jenson's tech support people live on, but I've never seen my local bike shops giving away free parts.
I've bought from Jenson before this, and if everything goes well then it's fine. But if things don't go well my recent experience is they don't appear to care about the customer at all. Which ****. I'll be looking elsewhere for my next parts order."
"Worst company withe the worst service. If you ever have a question or want to return something you will very much regret you order with Jenson USA.
They refuse to help you select the correct item, they refuse to provide any service, but the charge you a outrages restocking fee when you return their product."
"Just bought a new Kuatt car rack and it arrived with deep scratches and damaged. They clearly sent me a used/returned item that was repackaged to look new. But the scratches and marking were a dead give away. I contacted customer service the next day and they offered me a credit to make up for the damages. The credit never showed up on my account or original payment method. After contacting customer service three times. they claim that it all looks good on their side and that the credit was processed. Well if it was processed, it was given to someone else, not me. They keep saying, billing department will call you back. Never got a call. I asked for a manager and they said : "managers are in a meeting, leave a message". Would not recommend buying from them. You can get better service for same prices at Amazon and no waste of your time. "
"Ordered a pair of SECA Pro tires and they sent me SECA Sports wrapped in Pro packaging. Customer service appears to be severely understaffed given the enormity of their inventory problems. Expect to wait a half hour on the phone to speak to one of their representatives who won't or can't do anything to rectify their issue.
I've ordered twice from this company and both orders had problems, but they did rectify the problem with the first order by resending me the right tubes. The second order was for the tires and their customer service has not been helpful after multiple calls. This is my first and last experience with them. "
"So many issues trying to order stuff from them. Seems like they are going downhill with customer service.
Updating an order is near impossible without having an issue with the customer service representatives unable to provide the correct amount for shipping as it’s reflected on my screen.
Also Items being removed from the order and shipped without notice!!! There should not be any reason why an item is removed and order shipped without the customers notice! Will I be compensated for the missing item? Because I for sure won’t be paying international shipping for that item missing from my order because of your incompetent customer service team!
Don’t even think about trying to get a hold of someone by chat or email, near impossible!
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Jenson's response:
“Unfortunately your order has been shipped out so we are unable to make any changes. I sincerely apologize for the mistake made with removing item TL197G00 from your order.”
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This will be the last I order from jenson to be honest, after being a customer for years and spending thousands, what a disappointment!
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