"I have been a customer of Jenson USA for over 15 years, mostly buying components. I just bought a full suspension carbon bike from them worth over $7,000. The bike arrived safely. However, upon unpacking the bike and looking it over, I noticed several issues. The main issue is that they put a ding in the carbon fiber frame. They also installed the stem upside down and didn't center the handlebar. Also, the rear brake needs to be bled. I haven't even installed pedals or ridden the bike yet, so I'm confident that I will encounter more issues. I'm extremely disappointed at the poor quality that went into building this VERY EXPENSIVE bike. I definitely wouldn't recommend jensonusa.com for bike builds."
"Have made several component purchases without issue. However, do not purchase a complete bike through Jenson, and do not be fooled by the 90 day returns plastered on the web page. When you purchase a bike online, the one and only way to determine if it’s a good fit is to take it out of the box, adjust the saddle, and bars, and test ride it. What they don’t want you to know is that it is no longer returnable. I needed to return a MTB, but was told that if I test rode it then it’s considered “ridden”. When I questioned that logic, I was literally told that it’s in black and white and couldn’t be more clear. By that logic if you test drive a car, then that car is now a used vehicle. Absolute nonsense."
"I really wanted to love this bike shop, the ordering and delivery process was awesome. I bought my dream bike from these guys and it wasn't cheap. About the price of a small car.
The problem is with warranty servicing. Long story short, the rear trigger shifter broke in May 2021. After a bit of red tape and availability delays I received the replacement part in September 2021. Unfortunately it was the wrong part so I'm still mostly out of luck. I called to let them know the situation but they advised that there is no availability and that I would have to wait indefinitely for the correct part. They also advised that they sent a part that is technically the next best thing (which I certainly appreciate) but it's still not the correct part. They told me that I could sell the replacement part and purchase the correct part from a competitor which isn't a bad idea. The gear advisors seemed pretty frustrated with me and the situation, especially the most recent one after I explained the wrong part situation. Almost like it was my fault for not being satisfied with what they sent (which was ultimately the wrong part).
Again, I appreciate what they did in light of a crappy situation but ultimately I still don't have the correct replacement part. Unfortunately I don't think I'll open myself up to the headache of dealing with Jenson again for large purchases. My advice, SUPPORT YOUR LOCAL BIKE SHOP and avoid the headache."
"You lost a customer.. I’ll buy from someone else with free exchanges, 8$ deducted from my refund to return shoes, you will not last long as an internet retailer. I’ll review your site"
"I wrote to the company to let them know about a bad experience I had with them. (Bicycle water cages I bought from their site won't fit my water bottles, but the company would charge me $9 to return the $15 item.) Over the course of 5 days, I received 3 "out of office" messages from their "gear advisor coordinator" and nothing else. Today, I received a message asking me to rate "the customer service you received." If sending me 3 out of office messages in response to my complaint is this company's idea of "customer service," then this is clearly a company that doesn't deserve my repeat business."