"I purchased a replacement item for my husband's cycling shoes as a surprise and surprise/surprise the sent the incorrect type. I requested mountain bike SIDI SRS Dragon Carbon Replacement soles and they sent SRS Drako Soles for a road bike shoes. I have left multiple messages on their 1-***-***-**** number and no one calls you back and if you wait on line it states that you are number 1 in the question and no one even after 30 minutes on hold comes on. Poor customer service. "
"They double changed my credit card. I didn't notice until after my CC company could deny the charge. After many calls, leaving voice mails, and emails, they just decided it would best for the company not to respond and fix their error. "
"Placed order, paid via Paypal. Ten minutes after I receive order confirmation email, I get an email stating that my order has been cancelled because my billing & shipping information don't match. They did match, and it doesn't matter anyway; I paid via Paypal. Customer service rep states it must be a glitch in the system and he has to refer problem to a supervisor to find out what is going on. Supervisor calls me the next day, and tells me he spoke with the billing department. He claims they told him that the order was flagged for "some reason", and that he was hoping that I could tell him why. That's right, he expected me to tell him why his system flagged my order if I wanted to spend money with his company. I told him that before I start cursing at him, he would not be getting my business, and to have a nice day.
I purchase bicycle parts from various companies all over the country and all over the world - Ebay, England, Germany - at least once a week. I use the same payment information and methods. The only company I've ever had a problem with, is Jenson.
Here's the kicker: They actually charged my Paypal account, and I am on the phone right now trying to clear up their fraudulent charge!"
"It took them 2 days to ship an order that included 3 pieces all of which were in stock when I placed the order. Each and every time I've tried to use one of the several 15% discount coupons (yes, on full priced items) they've not worked. I sat on-line in their "live" chat today for over 40 minutes watching my place in line go from 18 down to 1 only to then get a message that their representatives were no longer available. I sent them two emails today prior to the order shipping telling them to cancel the order and then they shipped it anyways. The worst on-line ordering process I've ever experience!! I kick myself for giving them so much business over the course of the last month's time. They've gotten 2 of my 5 orders wrong and told me that product was in stock prior to payment and then changed their story after payment was made. I'm almost finished with my mountain bike build. Guaranteed that I won't use them for my road bike build later this year."
"Went to Jenson's website, decided to look for a new road bike for the wife. They advertised a Focus Cayo Donna Ultegra bike dated 2018. Waited 7 days or so, and the bike arrived. First, they packaged the bike as if they had no care, the smashed the handlebars over the top tube causing a scuff..they also failed to pack the front R.A.T. thru axle...so the thumb dial was inoperable. The bike is also missing the bottom bracket cover, so now all the internal cables are completely exposed. Last but not least...I actually got a 2017 Focus Cayo Donna not a 2018!!!! so i immediately called them, and they told me they contacted Focus (which they lied) and Focus told them thats how the bikes arrive. Next, they argued with me stating thats the only bike i get and if i wanted to return the bike i will have to go through the return process...so after multiple calls, and sending them photos...Ned decided to tell me how they will give me a 200 dollar refund. 6 hours later..i get nothing, i couldn't even return the bike to get the correct version cause they were "out of stock". Also after looking over the components, the bike isn't fully "Ultegra" has 105 shifters and 105 brakes...this bike was supposed to be the Ultegra groupset!! So to sum it up, they lied to me, never provided refund, and i feel like i have been scammed. Nowhere to turn to, and basically an overall HORRIBLE experience. This is why i will never purchase a bike online ever again, bike shop it is....and note to anybody interested in Jenson...STAY AWAY! I use to stand by them, whatever they are doing now, is completely illegal!"
"Jenson USA posted cheaper price on many items that they don't even have in stock. They purposely want to collect your personal info including your email and credit card number. They will send you ton of junk emails but will not notify you items are not in stock!
Be careful with this website."
"Still having issues getting a refund for returned items that JensonUSA has already confirm they have received. I called again this morning but ran into difficult customer service issues. I logged a complaint with BBB and just received a call back from JensonUSA, the call came thru as a private number. I could tell they had me on speaker phone and the guy introduced himself as Mike from JensonUSA. I thought he was being casual / joking at first when he referred to me as a "Mother F'er" but when I mentioned other people who I have spoken with at Jenson, he referred to them as "Mother ---ker's also. I told him I found out about JensonUSA when my local bike shop ordered parts thru them and he said, "Are they Mother Fer's" too?
He used this phrase 7+ times. He said I have a special charge on my invoice for being a Mother F'er. Get the idea ? I called the Riverside Store and spoke with a manager names Steve and told him what happened. He said it did not come from his store but most likely the order center. The person who called me had a British ascent and knew Spencer and Morgan, two folks at JensonUSA I had worked with in the past to try to resolve this issue. I am still waiting on a call back."
"Claiming a new items is used when it was brand new. They won't return."
"Pertaining to online orders, beware of double charges. They will NOT notify you of a “preauthorization OF FULL VALUE” plus the charge of the item. When contacting them to resolve the issue they claim it’s the bank/credit card policy. Having both charges pulled from account for over 11 days no one from the billing department has attempted to contact me for resolution! There has been 4 separate calls on my behalf. They claim charges are “cleared” but can not nor will not confirm they have been cleared!
Never again will I order from Jenson. I’d rather pay extra for quality customer service and respected staff"
"I ordered a bike at an incredible price that no other retailer could come close to matching. Received the bike in 3 days fully assembled and ready to ride - just attach front wheel and install pedals. Unfortunately, a few components were damaged in shipment (not Jenson USA's fault), but Tyler with Jenson USA was extremely responsive and got me replacement parts shipped out the very next day. 10 out of 10 would recommend to everyone and will use for all my future bike and bike part purchases."
"Purchased a bike trainer from Jenson USA as a Christmas gift. Package came totally destroyed with trainer hanging out of the box and all parts missing. Package had clearly been shipped to others and returned based on numerous shipping labels on the box. Attempted to contact Customer Support but phone didn't ring like it was disconnected. Tried to contact CS via email, no reply for weeks. Located another number on the web and connected with CS after 30 minute wait. Rep said he would go out into the warehouse and open a trainer and determine which parts were missing and call back. No email or call back from CS.
Finally called Kinetic. Their CS shipped all replacement parts the same day.
Buy from other vendors on the web that have good ratings. I would not buy from this seller again."
"Order and paid for 2 Schwalbe tires. In a week got an email from PayPal that I got a partial refund from JensonUSA. No email from JensonUSA. When I call JensonUSA (was on hold for 10 minutes), the representative told me that they do not have tires anymore and that's the reason they returned money. When I asked why they kept the money for shipping, after some delay he said that was a mistake and will refund shipping as well. When I asked why they didn't call, or send email, and that I do not like the way they treat me, he hung up. Totaly unacceptable. Will never deal with this company again. Rude."
"Bottom-line: I've purchased two full bikes and many bike parts and accessories from these guys -- they have better customer service than the vast majority of online retailers. They will also price match pretty much anybody (and within minutes in most cases).
Have things ever gone wrong among all those orders I've placed? Absolutely. But not very often. And I've always been able to talk to a live person who was courteous and quick to make things rights. In one case, they even took some money off my order price. In another, they offered to pay for a local shop to deal with a small issue on a newly purchased bike (which I was able to sort out myself). Totally above-and-beyond your average online retailer.
Other good things: Their customer service folks (they call them "gear advisors") are all genuine bike geeks who live and work in the USA. They also make price-matching really easy, so you always get the best price available online without having to buy from some sketchy site you've never heard of. They also have a brick-and-mortar shop, so they are not a fly-by-night company.
Bad things? They have bungled a few orders (out of many that were perfect). And their shipping is not as fast as Amazon Prime (nobody else is either). But seriously, if you have a reasonable problem and talk to them on the phone, they will take care of it. Just don't expect anything crazy (like the guy who seems to return things to Nashbar and REI two YEARS after the purchase). I can't blame Jenson for not accepting a return like that. That's an unreasonable expectation.
Anyway, I would say don't be afraid of the bad reviews here. They are a legitimate retailer with solid customer service (even if not REI-level). That's all I got.
"
"Jenson USA, yes they ship fast but the bottom line is this - if you install a part on your bike and don't like it- you own it- they won't allow a return- terrible customer service. Nashbar has a lifetime satisfaction guarantee (I've returned items no question asked 2 years later for full credit to a gift card. REI has a 100% satisfaction guarantee (if returned within one year). Yes Jenson USA has great low prices- but you will pay for it in the end. Here is response from Jenson when I asked to return a part for exchange: "Hey Joe, I am sorry to say as the parts have been installed and used they would not be eligible for a return and refund. Here is a link to our returns policy. jensonusa.com/help_desk/…"
"Ordered product. Never showed. Was returned back to them. Given no reason why. Took forever to get my money back. Still waiting now and it's been a month since I paid for the product. Wiggle.com craps all over these guys. Worst place ever. "