Customer service couldn't suck more! I don't know what is worse they're incompetence, they're complete lack of customer service, there poor service to begin with, or their complete lack of desire to make things right after the fact! Okay so I needed a small length of cable housing to fix the housing on my Cannondale so that I could have something to commute to work on. I needed it last week. But I ordered it with expedited shipping and expedited processing, which costs extra but it was promised this past Monday. Half of the order arrived on Monday it had a cable/housing cutter, and it had a pack of cable end caps. For $158! I spoke to someone from customer service days ago they said that they wouldrefund the shipping, and that they would send a message to their warehouse that these items needed to come out asap! One day pass, then two and I hadn't heard anything so I emailed back, I got an email back from the original representative saying that there was a problem with the charge on my card. Went to my banking app, I saw that there was a charge on my card for $158, a charge for $38, and then a return for $32. I sent more emails etc and then just a few minutes ago today, on thursday, I spoke to someone on the phone he told me that there was a problem with the billing. Oh, and I don't know how he wasn't discerning enough to tell that I wasn't in the mood, and it kept annoying me that he kept calling me "boss"! I told him what was on my banking app as I was looking directly at it! He said they didn't have the $38 charge on his end and that was for the rest of the order and he wouldn't send out the rest of the order until he had it! okay, so I'm just not going to get the cable housing? What am I supposed to do with the cable cutter, and end caps when I have no cable housing? And I've spent over $160 on this? What did I spend the money on! Ironically, the reason why I didn't just take it to a bike shop was because I thought they wouldn't be able to get it done in time and I needed my bicycle for commuting this entire week. What a waste of time! And, when I saw that they sell entire bicycles as well I was curious, so I went to that department and I see they have the perfect model that would be exactly what I would want to replace my current bike with if I were to upgrade to a new unit. which is actually very disappointing, because if they can't be trusted to not take my money and refuse to send out a single role of cable housing, how would I trust them to ship me an ENTIRE bicycle? Incidentally, the bike would be $1,200 and I would need probably at least $1,000 worth of accessories, which I would have been happy to have gone from them, except they can't even handle an order for a $30 roll of cable housing! I would NEVER order anything from them, nor would I recommend anyone else ever order anything from them! I was denied even the satisfaction of going on social media and leaving bad reviews, this is the ONLY place I found online delivery review! Which makes sense, if I were them I wouldn't want people reading reviews about me either! read more

I've been giving Jenson USA by business for a few years now and like them a lot. I am the type of customer who is loyal only to a select few companies. Companies like Jenson USA that have good customer support, aggressive prices (usually the lowest) and honest/fair policies are really hard to find. I love their price match guarantee and they sick by their warranties. It's not to say they are perfect but neither is anyone else. Do enough business with a company and you will eventually run into some speed bumps however it's the overall scope of services provided that matters. I can be a pretty passionate and demanding customer at times and the friendly staff as Jenson's always does their best to be accommodating. Unlike many LBS, Jenson's actually encourages you to figure out how to troubleshoot your bike needs and gain a greater knowledge of components. Most Local bike shops simply try and charge you for new parts or service you probably don't need just to make a buck $$. I've done a lot of business with Jenson's from warranties & price matching to complex orders & technical advice and they always out shine the competition. Do they price match? Yes! Do they have a great return policy? Yes! Are their shipping costs reasonable? Yes! Do they just give away products and refund your money no matter what? No. Neither does any worthwhile company that needs to turn a profit to stay in business and as a smart consumer you be respectful of that. For a DIY person like me Jenson USA is an amazing company to do business with. I love to be in the saddle of a bike and Jenson USA helps keep me there racking up the miles on asphalt and the dirt on the trails. 5 Stars! read more

I made this yelp account for a reason. I was recently in the Riverside location Jenson USA with my husband. we were there to get some information onroad bike tires. We were helped by Nick who went above and beyond and helped us with information tires and as the conversation went on, a better understanding of Shimano Di2 shifting systems. He was very patient to answer the flood of questions we sent him, as my husband and i are not the racing type but definite road bike enthusiasts. The other reason i am writing this review, is because i found out after about 30 minutes of conversing with Nick, i found out it was his day off !!, with his son. yet he was taking orders, helping people and was covering a lunch for another employee. Its hard to find good workers these days, and I felt that he deserved recognition for his dedication to his job, as well as being an excellent information source. We look forward to being helped by him, and Jenson again in the future. #keepedaling:) read more

This review pertains to the Jenson USA online store. I am very impressed with the speed of turnover and the shipping arrangement Jenson has with UPS for international orders. I live in Canada, and normally ordering from an American company involves steep shipping charges, as well as brokerage fees payable on delivery as a result of the border crossing. Jenson promises a flat "to your door" shipping charge that covers all of that. It is reasonably priced as well. I recently ordered a spring assembly kit for my suspension forks. Jenson sent me a delivery confirmation and tracking information the following day. The day after that, the item appeared at my door. That is by far the fastest and easiest international order I have ever made. I did not select an express shipping option. This was just their default UPS international thing. Incredible. I will absolutely be ordering from Jenson USA again. read more

WORST BIZ I EVER DEALT WITH!! VERY HALF ASS. IT gets WORSE....TOTAL CONFUSION HERE at the WAREHOUSE/STORE. NEVER did I get calls along the way with status. When I called them they jus didnt have any answers & said they had to go. NEVER was I told what charges would be, NEVER was I given receipts. Just told computer was down, or they simply COULD NOT/WOULD NOT figure out what is going on; .EVEN when standing THERE in front of them they just stared at their monitors like dogs looking at a bug crawling across the floor & couldn't give me answers. WHEN ALL WAS SAID & DONE I WAS TOLD I OWE NOTHING!!!....WHEN ALL WAS SAID & DONE WAS TOLD I OWE NOTHING!!!....ALMOST 2 WEEKS LATER & THEY ARE STILL HITTING MY CREDIT CARD!!!!!!!!!!!!!!!!!DO NOT...I REPEAT DO NOT GIVE THESE PEOPLE YOUR CC INFO CAUSE THEY ARE AMAZINGLY STUPID!! read more

Called Jenson USA in Riverside today and was assisted by Joey Claro. He was awesome and made our phone interaction feel like I was in-store and not once made me feel like he was not actually happy to be helping me. He seemed just as excited as I was when I mentioned I was looking for a Kuat NV 2.0 bike rack. He told me it was on back order but said he could set me up and order it and have it delivered to my home. I was stoked and decided to spend $750 today instead of when it came in solely because of his solid attitude and his want to actually assist. As a store manager of a high end luxury brand I can honestly say companies need people like you and companies such as mine would love to have you on board. Jenson USA this guy is an asset hope you know that! Thanks Joey! read more

This review goes out to Steve, and the rest of the crew at the Riverside location. I had been searching for an affordable bike to become a little more competitive in 70.3 races. I stumbled upon a particular Kestrel- and noticed it fit the bill in terms of components, type of frame and also price range. I live in West LA and drove over an hour to pick it up. The commute was well worth it. Facility was very nice, receptionist was accommodating, Steve chatted with me about riding and took the time to make sure it was the correct size and fit. There may be some 1 star reviews but this location deserves 6. I will definitely be back read more

Ok, so being stationed overseas, I bought a bunch from Jenson online, including a Bianchi Via Nirone 7 Tiagra bike that I love! Now that I'm stationed only a few miles form them, I buy through their will call all the time. They have great prices, great selection and USUALLY their stuff is in stock -- if not, they'll give you a call the instant it comes in. The only downside is that they are so popular that sometimes you have to wait at the will call to get your stuff. JensonUSA is always my first choice for bike stuff!! read more

UNAUTHORIZED CHARGES! PLEASE READ BEFORE PURCHASING FROM JENSON USA - I noticed I had a nearly $500 charge from Jenson show up on my bank account when I never placed an order and haven't ordered anything since July. JENSON TOOK MONEY FROM ME. THIS IS UNACCEPTABLE. Their system is faulty and needs to be dealt with. There should never be charges made without the customer's permission. EVER. I would cancel any payment methods that Jenson has in their system and check your bank accounts for any unauthorized charges from them read more

The customer service is awesome when placing an order. However, it is terrible when coming to solve a problem. I cancelled an order, and three days later, I am still calling to get my refund. Moreover, one of the customer agents, told me that I had to wait because I was not the only customer that they have to work with!!. As I see from the reviews, I am not the only one with issues when it comes to a refund!!!. I will advise about buying here, unless you go in person to the store. Good luck read more

I thought it would be impossible to get my dream bike in time for my upcoming bike trip. This is a crazy time with everything back ordered. But Joey dug right in and helped me place the order and I'm super stoked that this is going to happen. This was my second attempt to order this bike and I'm sure glad I tried again and that Joey answered the phone this time. He explained everything so clearly and really took his time to make sure I understood the process. Wow! read more

I was a little apprehensive when I read some reviews that were displeased with service....don't know what happened but it couldn't have been farther from the truth in my experience! I called yesterday afternoon to ask a few questions on hydration packs, Craig helped me. I ended up ordering on line about an hour later, my pack arrived the next morning before 11am.....less than 24 hours. Customer service, price, speed do shipping, kudos! I will be back. read more

What a horrible experience! Scott in customer service had zero empathy for that fact that Jenson has cheaped out on their PayPal contract. You are not able to ship to an address other than the primary address on your PayPal account, so I lost my package. Scott was so kind as to chuckle at the fact that they shipped my order to my abusive ex's house. Aside from the fact that I lost a bunch of money, I will never support a shop that is so callous. read more

I have purchased from Jenson USA several times, mainly for accessories, every order has been perfect except the last one where one of the items, a light didn't work at all, I called and they took care of it right away, I can honestly say this is one of the best customer service companies of any industry I have ever dealt with! Please take note all other customer service companies, if you do everything like Jenson USA you will be a Huge Success! read more

I just had an extremely positive experience with Jenson's customer support. The guy named Lee was very helpful and resolved the issue very efficiently and quickly. My original order was shipped and arrived quickly and nicely packaged. Also, the prices are extremely competitive and I got an additional $5 off as a new customer. Will buy from these guys again knowing that they'll be there to resolve any issue immediately. read more

They stole more than € 120,00 to me for a headset that I have never received. First they wrote that "for some reason" the headset had come back to the sender (themselves) and I had to pay the wrong shipment (€ 15,00 more or less). Then they wrote the headset was shipped again and I had to pay the whole price. I have been waiting since march 1st, no headset arrived, and they don'even answer to me! It is ghastly! read more

Their service was great. I talked to Joey, and he helped me figure out what I wanted to get. Gave me all the information I needed to make a good decision on the bike. Gave me a timeline of when I should expect to see the bike arrive. I really enjoyed my experience and would recommend them to anyone who is looking for a bike or bike parts. Overall a great experience, and would definitely order from here again. read more

Gear Expert Joey was super-helpful with a rush order that I couldn't do on my own. Answered all my questions and helped make sure I was getting what I needed right away! Definitely a great experience for me--I've dealt with customer service reps at other companies who aren't actually knowledgeable, and working with Joey was refreshing and just what I needed this time! read more

Joey was super helpful, especially considering I was purchasing a bike from across the country. Found the same bike at a local shop in New York but still decided to buy from Jenson based on how attentive and knowledgeable he was, and on how available he made himself. Definitely recommend shopping here, prices are fair, and the site is easy to navigate. read more