The most screwed up ordering System i have ever dealt with. Because their online ordering had my name in it backwards, it rejected it twice. I then call, spent and hour on the phone to get it straightened out and called 3 days later to find my order was not going anywhere. Why? Because there was a note on it that my previous order had my name backwards! So one more time, the guy creates a new invoice then tells me that it has to go back in for review! Not my credit card, not my payment, but to see if o could actually place an order! i asked how long it took to review" abs see if a visual more was worthy of ordering from them and he said 3-4 days!!! needless to say, i canceled. I would NEVER order from this idiotic system again! read more

Save yourself some time and aggravation! don't make the same mistake I made by trying that scamming company!! In this day and age when the MSRP is basically all you can expect, when a company entice you with a great price, fully knowing they won't ever deliver that kind of a deal. That is what JensonUSA is providing!!!!!! my experience: you pay for the wheel set at a great price, but hey! ten days later, they are still packaging your order, right? since you can't get help from the customer service ( not one warm body there to actually answer a question, they're all brain dead really!). so you contact your credit card company, since Jenson got paid already, and surprise!!!!! your credit company sends you your money back because they've dealt with those scammers before......they know how they operate...... so save some time and don't fall for scammers like them! read more

Created a yelp account just to review this company. Expected delivery date on website combined with horrific customer service is so frustrating. 1st experience - Ordered a bike first week of August and at the time of placing the order, the expected delivery date was middle to end of September. A week or two after placing the order I get a call from Jenson saying that the expected date for a different model bike is pushed to December. I called back trying to clear up the confusion and it took me over a week or two to resolve the confusion. Unfortunately, it was my model bike that was delayed. I get it, the industry is selling out because of demand and supply chain disruptions from the pandemic. My bike arrived just fine, so I wasn't too upset. Delay was frustrating but not end of the world. 2nd experience - tried ordering pedals for my bike in early December. estimated delivery date was around Christmas. Most of the other sites I looked at had similar delivery dates. My options boiled down to Amazon or Jenson USA. I gave Jenson the benefit of the doubt from my earlier experience and was trying to give a company other than Amazon business. Boy did that bite me in the butt. Within a week of ordering the pedals the status moved to backordered. There has been no update or change in status. I would chalk this up to supply chain issues again but almost all the other sites I initially looked at have the pedals back in stock. To add to the frustration, the company I work for offered to pay up to $200 for exercise equipment if it was purchased before 12/31/2020 (backorders don't count as purchased). So not only did Jenson lose me time on the trails, they took money out of my pocket. Will do everything in my power to never purchase from this company again, even if that means using Amazon and not supporting the mountain bike community. I can't support the tactics of putting false estimation dates and not following up with customers or providing updates, especially when most competitors have been able to restock the item in the meantime. read more

Very disappointed with their customer service, received a 800 dollar power meter, installed it, both phone app and bike computer find the left and right side. But only the left site registers the power, same on app and computer. Did some troubleshooting, made sure the firmware was updated. Googled the problem, found a couple of recommendations, tried them all but nothing worked. So decide to call. Extremely impatient customer service, tells me to go online to trouble shoot...... that's not my job.... I buy an expensive product from you, I understand that you cannot do anything about the fact that it doesn't work, but YOU are the responsible party here, I paid YOU 800$... so after in my opinion a rude exchange from the customer service who tells me that I have to do some more trouble shooting I do a little more research, went to the manufacturer website again. Nothing really helpful besides the things I tried already. Have to make a ticket with the manufacturer but they have a response time of 6 business days.... So I decide to send it back. Interestingly, on the jensonusa website there is no option to send back items which come defective. So now I have to pay for shipping back a defective item they send me.... Earlier this year I bought an extra wheel set for 1000$ from them, super nice guy help me, that's the reason I gave them my business again, but they just lost customer, to give me this crap about an item they send to me broken, and again I understand that's not intentionally, but stand behind the products you ship, its you I'm dealing with and you are the one who took my money, not the manufacturer. Update: reached out to powermetercity, they replied immediately, have plenty of similar powermeter units in stock, and guarentee proper customer service. read more

I was skeptical about ordering cycling online from these guys as I have a real difficult time with my odd feet. Their gear advisors and customer service is spectacular. It took 6 pairs of shoes to find some that fit and my account was promptly refunded upon return. I have since ordered other bike parts and got the right parts. Thanks for having what I wanted and the fantastic help and service read more

NOT A FAN. I placed my order order over a week ago with a guaranteed delivery date. I have called Jenson over 5 times, left multiple e-mails and have placed two tickets in with their customer service. All I want is my order number and tracking. On numerous occasions I have waited on hold for over a half hour and gone all the way up to three in their queue only to be sent to voicemail right before my call is to be answered. Which is insanely aggravating. I am so confused seeing all of these people talk about how great their customer service is when I haven't even had the opportunity to speak to someone. OHH but they are very good about sending me email suggestions twice a day. I will NEVER order from Jenson again. read more

Seems like their return policy has changed to where basically satisfaction guarantee doesn't apply to ANYTHING if it was used once, mounted, etc. Beware! Also, the whole indifference I got from their customer rep given the situation (where the saddle didn't fit me... if I bought it direct from SQLABS... they would have given me refund be it full or $25 reduction for restocking)... What is the point of buying from this place anymore? It didn't help that when I reached out for their help on sourcing a part for bike I bought from them 7 years ago, they said go talk to manufacturer since we don't deal with them any more. Seems like they don't care to have me as customer who has been shopping here for last decade, so... well, I am not shopping here ever again. read more

Non-existent customer service through chat. I thought I was being contacted by a "chat-bot" just telling me to read pages on their site and set up my own return. Also, if a part or item doesn't fit you or your bike, you will be responsible for shipping both ways... expect no more. Bike parts are easy to find at so many stores - I recommend Amazon, eBay, or your local bike store WAY before buying something from Jenson. If you do buy something from Jenson, just pray you won't have to return it. read more

Put in a large order for parts. Had to return two separate parts and now fighting to get my refunds back. Jensen finally returned a 29.75 dollar item but only refunded 21.00. Total rip off. Luckily my bank paid me the difference. Still fighting to get my refund for 40.00 on the other part. Plus when you call the wait times for someone to answer are beyond ridiculous! Then they say they will call you back and don't. How do these Cali commies stay in business? Don't use Jensen! Plenty of other bike shops online! read more

I have been a customer of Jenson USA for over a decade and have always had good experiences with selection, pricing and customer service. Recently I placed a fair sized order and, after being delivered half a week late, I found several of the parts were missing. I called customer service and told them what happened. The representative said that considering the delay, it sounded like something had happened during shipping. At this point I noticed that the side of the shipping box had been torn and taped back up. (I have had similar experiences with UPS at my current address - Rochester, NY) The representative had the missing parts reordered and shipped. I was happy with this service except that the parts were sent via standard UPS shipping again! Now I need to wait another week - if UPS can get them here on time, or at all. So this seems to be more of a UPS issue than a Jenson issue, except that as a Jenson customer I have come to expect better. I was disappointed that the resolution will take so long and would have expected Jenson to get the parts here in a more timely manner (would have liked them last week when they were scheduled). Again perhaps more of a UPS issue than Jenson but UPS is who they have doing their transport... read more

Need to cancel an order I just placed on line. They do not answer the phone, a recording "We are experiencing an phone outage, visit our site, click on chat now" There is no "Chat Now" to click on!!! I tried to go thru their on-line procedure to cancel it, but the option to cancel that order was not there. They take you money real easy on'line, but that is where their customer service ends!!! read more

Website allows purchase of back ordered items with no warning or notification. Cancellation is buggy in the order detail, available via 3rd party request form but that also fails & is buggy, generally it feels like they're making cancellation inaccessible. The web filtering data and searching on the site is kind of bad. read more

I am building a custom bike and ordered some wrong size parts and they had great communication by email, would always respond within the hour of the email and had the problem fixed the same day read more

Purchased a $10,000 Orbea mountain bike from jenson, received it October 5th. Rode it a few times in a couple weeks and was constantly trying to get the fox dropper post to work properly. I gave up and contacted jenson October 23rd relaying my frustrations and hoping for their help. After a bunch of correspondence I finally received an email from them today November 19th that they started a warranty ticket for me and expect it to take a minimum of 2 months to be resolved. I handed them 10k and had to go buy myself a new dropper post. Hey, my bad for not going with the LBS. I'm sure jenson has absolutely cashed in with the pandemic and my dissatisfaction is a drop in the ocean. read more

I've ordered from here several times. Dispatch times are always super fast and my order is always right. Highly recommended!

Tldr: Maybe the payments problems I experienced were their fault, maybe not. Either way I would suggest looking elsewhere to save the hassle of dealing with Jenson and their appalling communication. Ordered a bike and accessories, received email 3 days later saying I need to call their Billing Verification Team (Problem 1. Why not call me?). I call them, person I speak to is extremely rude (problem 2 / rude person no. 1) and tells me I need to speak to my bank to get a verification number from them. I call my bank and they have no idea what a verification number is and say there is nothing wrong with my card. Phone BVT back at they say 'will try another way'. Two days later. Another email from BVT. I call them again... this time the order has been cancelled (Problem 3. no call or email to me to say so). I get put through to helpful person no.1 who can help me re-order..... but the bike is no no longer in stock. Helpful person no. 1 offers to discount the next spec up bike. Will still be more expensive, but it is in stock at least. We clarify the billing details to make sure it is 100% correct and start order no. 2. Should come on Tuesday (whoop). Tuesday comes, no bike turns up. Log into Jenson USA... order has been cancelled (Problem 4. Fuck you Jenson USA). Phone bank again... nothing wrong with card. Phone Jenson, speak to helpful person no. 2. He feels sympathy for my situation so will help me get it re-ordered... oh wait, this bike is also not in stock (I want to kill you Jenson). Helpful person no. 2 will speak to his 'Director' and get back to me after lunch with a proposed solution (we check phone number just in case). Two days later, still no call. Helpful person no. 2 is now Rude person no. 2. Phone back Jenson, explain the situation again, no bikes in stock, no idea when they will be, no suggested alternatives. read more

I had a negative experience at Jenson USA with my attempt to purchase an X-fusion Hilo adjustable bike seat for my MTB. Jenson has a flashy website, but fell short in the area of order fulfillment and customer satisfaction. Here were the areas where Jenson disappointed me: -after ordering the product online, I received a tentative ship date of 7-10 days out. Seems kind of long, but I was okay waiting. -I wait 7 days for the product to arrive, but nothing is shipped. When I go to check on the status of the product, it is now suddenly back-ordered. Gee thanks for telling me after you've taken my money and making me wait a week. -I call customer service to follow up on the order and cancel. The customer service rep cancels my order, but does not tell me much more. Since I paid with Paypal, I am expecting the funds to be returned to my account fairly quickly. Only after calling them a few days later do they tell me that it takes a whopping 7-10 business days for the refund to be processed. That doesn't sound right to me. If I can make a purchase instantantaneously with my Paypal account, shouldn't the funds be returned to me in 1-2 business days at the most? My guess is that Jenson is letting the money sit in their bank account as long as possible and earning a few dollars of interest while they're at it. Fool me once, shame on you. You won't have a chance to fool me twice... read more

12/14: Ordered Dura Ace 7850 C24 CL wheels, believing they had them in stock. Order processed, ship date suddenly changed to 12/29. 12/29: No wheels, no update, no notification. 12/30: Called for status: "They should be here any day now..." Me: "Can you be a little more specific?" Dude: "Today or tomorrow." 1/3: Called again for status: "... any day now." Me: "Can you inquire with your supplier?" Dude: "Ah... probably ship this week." 1/5: My order status which has said "Shipping 12/29" for the last three weeks, has been changed to Feb 4. So they basically bumped it out another month to stop me from bothering them. Nice. Last thing I ever order from these jokers. And I hope the wheels aren't damaged, because I dread the prospect of having to deal with them further. On a scale of 1 to 10, I rate JensonUSA's customer service a negative SUCK. Wish I'd gone with their out-of-state competitor instead. read more

Experiencing the same customer service issues as many of the previous one star reviews. This seems to be an ongoing problem for this company as I am experiencing the same problems as those stated in reviews posted 5 months ago. Purchased an e-gift card. You would think the purchase would be relatively easy and nearly instantaneous. Nearly 8 hours later and no e-gift card in email. All contacts to their various forms of "customer service" have met with negative results. My favorite was waiting on hold for 45 minutes only to be prompted to leave a voice mail. Wonderful. Why is such a simple transaction so difficult? Cancelled order. read more

I was able to get refund for the first warranty after posting a review here, but attempting to get a refund for another part resulted in the same experience: poor communication, dozens of emails, no available customer service via phone, unanswered emails. First email was August 31st and it's now October 18th with no results. Solidifies my decision to not purchase from them again. read more

Jenson USA has totally changed as a business. Before, they were on the bottom of my list of online bike shops to order parts from. I had problems with orders, things not in stock that were listed in stock on their website, not receiving products they said they had, etc. However, now they totally changed their game around. Not sure what changed but they totally revamped a lot. It seems like as soon as Price Point went out to business, they became a totally new company. Great products, good prices, good service, as well as creating a bigger fan base by having events like group rides and being very interactive on social media with articles, videos, pictures, etc. Jenson USA went from being at the bottom of my list of online bike retailers to one of the top. read more

Bought a Fox 36 Grip 2 fork from them.... did not come in the usual fox neatly packaged box no big deal I figured it was a take off (I specifically wanted a 2020 model not the new 2021) They used to have next day shipping now its 3-4 days.... no worries I get it COVID has everyone working slower etc. In OC went to Riverside to pick it up about a 65 mile round trip drive not one I'm willing to make but hey, I wanna ride this what you gotta do. Pick it up and I am on my way, okay they did not include a Star nut and its 10pm at night tomorrow's morning ride is out. Then trying to get a hold of anyone there is useless. But hey when they got your 1100 bucks for a fork whew they're all hands on deck. Finally get a hold of one and he is trying to challenge me saying Fox does not provide star nuts.... kid this isn't my first rodeo every new fork in packaging comes with a fender, 1 volume spacer, a cable clamp/screw, STAR NUT, and instructions. But you guys packaged it in a jenky box in the back of will call That's here nor there, just kindly ship a 10 gram Star Nut and I will be on my way. Passed me around a few spots and that was about it, I got dropped and thats about it. This is why you support local bike shops not corporate kooks like these guys and for soft goods just go direct or Amazon and scrap these guys. read more

Friendly is the operative word here. These guys are the nicest most unintimidating shop dudes around, especially Scotty. Love him! I've stopped in many times and have never failed to receive courteous service. I must have to agree with fellow reviewers when they say it may take them a while to sort through the line of people needing help before they can tend to your needs and there are times when you will be waiting substantially, but I deal with it because it's rare that you get this type of mom n pop feeling from a shop anymore. You feel like they really care about you and your business. If you crash and burn really bad on the nearby trails you can stop in here to get supplies to tend to your needs. One of our riders went in to use the restroom after scrapping himself up pretty badly and the guys didn't hesitate to offer any of their first aid supplies to help stitch him up. read more

This company's customer service is about the worst I've seen, it's been 5 days I cannot speak with anyone after calling to three times a day, no one responds to your emails, I have a question about a product purchased and can't get ahold of anyone. People like you shouldn't be in the business. read more

I ordered parts on the 12th while they were 'upgrading' their system. The order apparently got moved to the new system. My parts were then sent to the wrong address and the replacement shipment was supposed to be sent on Monday according to the customer service rep that I had spoken to. Now my order won't be shipped till Thursday and there is apparently nothing they can do about it. This is the third time in a row that they've screwed up my order. If nothing goes wrong, Jenson USA is good. However, if it does, expect awful customer service who don't actually solve any of your problems. read more

Good: *great selection. *they have stuff that are at super good prices *one of the few local bikeshop that have a great website *they allow local pickup and can hold your stuff for months till you can make a trip to the store (especially great if you live far away) *they USED TO have credible door-busting sales Bad: *their price matching scheme is not consistent. sometimes, even though it is a perfect match with another online item, they won't match it if they feel like they will lose money *their prices are not as competitive and their sales during the November/December season are not as great compared from two years ago. read more

Jenson gets a big thumbs up from me. I just received a new rear derailleur from them that I ordered 3 days ago.... and it was free shipping. ALL Jenson orders over $50 are free shipping and they don't use the slow boat shippers like Nashbar. I've ordered 3x from them in the last 4 months and the items were all as described, and they were shipped promptly. I ordered a seat and Camelbak from Nashbar 8 days ago and am still waiting for it. And I paid them $10 for their "standard shipping"... the slow boat to China. Nashbar uses the Fedex "smart shipping" option which is the cheapest and shittiest shipping method available. read more

These guys are a bunch of clowns! Ordered a coil spring shock from Jenson USA. Gave them all the info necessary to get the right size . The coil wouldn't fit when the shock arrived. Called my salesman Jackson, explaining the coil was about 1/4" long, even sent pictures. After 2 full days of back & forth, it was getting heated & ridiculous. We called FOX, the maker of the shock who gave us the correct coil part #. We found the right size coil spring on a competitors website in less than 2 minutes, rush ordered it. Had the right coil in 3 days. This was my father's day gift. Thanks to these gems it ruined the father's day ride, taking almost 2 weeks total from the time we originally ordered from Jenson USA. The manager wouldn't come to the phone or call us back. What a bunch of jokers. Not sure if the management is worse or the stupid employee who couldn't seem to comprehend the size ratios as he was explaining how technical all of this was supposed to be...because 1/4" shorter was too much for him to get right. Maybe I should send them that technical little thing called a tape measure. Run do not walk from these losers. read more

Based on my first and only experience with Jenson USA, I give them 5 Yelps because they are the only bike shop I could find that carries the Kool-Stop tire jack within 300 miles of my house! The location is near the 60 Freeway, very convenient to Ontario Airport where I hopped on a flight home an hour later! They also have a huge online store and even offer free in-store pickup which is awesome. I've only seen that offered at big chain stores. Also, I can check store availability of my items instantly online. The two employees I spoke with seemed pretty knowledgeable about bikes and tools, and were quite helpful in finding exactly what I needed. It is nice to know that this big online store is really a local bike shop at heart. I absolutely hate a certain national bike store chain which I won't mention (but you can read my review). I will shop with Jenson USA online in the future since I live 300 miles away, but, if I'm ever in the area again, I'll definitely stop by the store! read more

If I could leave a zero star or no star I would. Bought a bike for my husband for his birthday. Paid for expedited shipping. Service started off good but then the bike started falling apart quicker than he could repair it. The bike came with no front brakes. Spent $70 on a Magura bleed kid and oil. Paid his mobile bike mechanic to bleed the brakes. Handgrip flew off on a downhill black-diamond trail. headset came loose and the dropper seat post didn't work. That was all on ride ONE. Fixed all that. Ride two, black diamond trail, tire came off bead-was not mounted correctly causing three broken ribs and torn sternum (chalk that up to a mountain bike accident). Headset came loose again. Ride three, dropper seat post came apart, rear hub came loose causing tire to rub on frame and rear brakes making a turkey gobble sound. The decals on the bike looked like they were put on by a drunk person (not straight). After the second email, they gave me a $200 gift card to cover some of my expenses which they cancelled once I told them I wanted to return the bike. We packaged the bike up and send it back. Obviously they didn't refund the almost $400 in shipping but the cost of the bike was $5319 and they only refunded me $5300 and still have not refunded the TAX $425. When He emailed them and asked about the tax refund they said they would refund him but they refunded $1. They kept almost $450 of my money. So I am on the hook for almost $900 for a bike I don't have. Buyers beware. read more

AVOID Jenson USA. Vendor is not responsive to customer support. Vendor shipped incorrect item (over $1000 in value) and I returned it immediately. Its been more than a week and Vendor has still not refunded my money. I have tried contacting Jenson numerous times over phone and via multiple support tickets with no response. This has been a complete waste of my time shipping item back, trying to contact Jenson and disputing charge with my credit card. Never again Jenson! read more

Terrible customer service, very slow response if any response at all. When there was contact employee was condescending and rude. Be careful who you spend your hard earned money with. because some shops only care about the online sale. read more

After days of trawling the internet looking for a component on the other side of the world, I finally found what I was looking for only to be told my Australian address was invalid. Beyond frustrating! read more

Jenson USA is a bad place to buy components. They will sell you what they have whether it fits or not. If you try to return items that simply are not compatible, they will tell you it is used and will not give you a refund or a credit; even though they told you it would fit and sold it to you. Hard to believe they are still around with Cambria, Nashbar and Performance actually standing behind what they sell you... read more

They sold me for $100 a ethirteen chain guard and bash guard, that had not been made for three years due to known faulty plastics, according to ethirteen. It was not what I thought I was ordering and was inappropriate for my 2016 Remedy and the new Shimano XT drive train. They refused to work with me on a solution of a return or at least a deep discount on a proper replacement. Never again will Jenson take advantage of me! Buyers beware! Update: We worked it out. read more

So, I hadn't been to Jenson USA in about a year. Partially because I didn't need to due to my bike not having any major problems, partially because of an injury where I was unable to ride my bike (substantial knee injury). All that changed when I started rehab; I use an exercise bike when I'm at my Physical Therapists (plural) office, but it's one of those older style health club ones, with the older big butt seat. My 10 minutes, 2x a week on that isn't what I would call "enjoyable." Then again, neither is PT. Anywho, I decide to buy me one of those trainers. Looks sort of like a jack stand you attach to the real wheel of your own bicycle, and voila, instant exercise bike. I ordered on line (these are not common items), and had it shipped to the Riverside location. Despite the change in the office (they moved the desk!) The place still had the same laid back, helpful vibe. Dude who is always behind the counter, and whose name I'm trying to remember, because he remembered mine before looking at my order, was helping a guy with a beach cruiser with some sort of Presta valve issue on the guys rear tire (the funny looking thin valve you see on bikes, as opposed to the Schrader, or American valve you see on a car tire). Within minutes of walking in, I was walking out with my order, the day after I placed it. Dude even helped me with the door (box was a little bulky). Come here, buy here if you're not otherwise committed to your LBS. edit: Words that didn't make sense into words that made sense. Proofread your stuff guys! read more

I've only ordered online from them, not sure what their retail locations look like. So this review is for their online sales. Very decent prices, and they have good quality brands that you won't find on Nashbar or Performance. They ship extremely fast if you're in the LA area, so the choice is pretty simple if you need parts in a couple of days. Their sales phone support is also good so far, they were able to answer my technical/mechanical questions. It's like the Newegg for bikes. read more

I have been ordering from jenson for eleven years now and they never disappoint. I live between Milwaukee, Madison and Chicago. Three of the biggest bike cities on the map. There are a number of stores I could go to but I make a majority of my purchases with jenson because of not only them having what I want but often times because it's cheaper including shipping on what I want to order it from them. Last minute, I discovered they had a derailleur cheaper elsewhere. My order was already put in and being processed and they still have no problem price matching for me. That's customer service right there. read more

Criminals, pure and simple. I ordered the wrong wheel, had to send it back. Which I did, promptly and in perfect condition. Buried in the return policy, 9 dollars for a return, and wheels are "subject" to an additional 30 dollar return fee. Which, of course, they took. Don't EVEN get me started on how long I spent on the phone with clueless reps, who didn't call me back when they said they would. Until finally, I landed upon Chandler Moore, who said he'd take care of it ... then later in the day sends me an email to say: "After reviewing the order I realized this was a wheel return and subject to additional return fees." I opened my first EVER dispute with PayPal. I doubt these criminals will return my money. read more

Ordered $32 worth of stuff from Jenson. I have never shopped with them before. Unfortunately, they use a dreadful and hopelessly mismanaged shipper called OnTrac. I NEVER received my package. Finally, I called on Thursday, after almost two weeks of trying to get results from OnTrac, and asked Jenson for a refund. It credited to my account today. Here's the problem... Jenson has retained a horrible shipping company that a simple Google search will show to be untrustworthy. I mean, they are TERRIBLE. In order to get a refund for your lost/damaged/stolen order, Jenson needs either the package to be returned to them first, or a report from Ontrac indicating to Jenson that OnTrac has lost the package. Think about it, if your package is lost on the way to your house, how does Jenson think that it will EVER make it back to them. Also, if the OnTrac driver and his/her supervisor have lost your package they can get in trouble. So, in my case they simply kept saying that it would be delivered tomorrow, over and over, so they wouldn't have to face the music. I feel lucky that I recouped anything from this mess. I will NEVER shop with Jenson again. If Jenson used FedEx or UPS I would have chalked this debacle up to a shipper's mistake. In this case, however, Jenson should have/ must have known about OnTrac's reputation, but they use them anyway. read more