Bought a defective sram eagle nx 12 speed derailer. Called them up to discuss. They asked if I used a bike shop for the install which I thought was odd. Then instructed to use their warranty process which would not allow me to attach photos. Ended up going elsewhere to by another one and forgo a replacement and out the purchase price. read more

Avoid bike purchases here Please don't put yourself through the misery of buying a bike from these people. SUPER slow shipping. Problems with the shipper. Bike didn't show up. Customer service was rude and had no solutions. Held my money hostage until they corrected their mistakes and issues. They say always buy from an LBS. I agree now. They couldn't have cared less. read more

I needed this and found very few in stock around the world online. My go to shop was out as well. Maxxis Highroller II 27.5+ 3.0" Tire 3.0" 120Tpi / 3C Exo TR I am not that good at computers so I called the customer support number. A girl answered named Meg. The rest is history. She was calm, professional, and KNOWLEDGABLE. I asked some questions and she gave solid technical answers without having to look stuff up or ask people or worse, get back to me. Order was placed and she verified all the information was correct. I just did this and was so happy I had to post it. Tires are supposed to ship tomorrow. Another key point is calling in. I was number 19 in the queue so the system calls you back when it is your turn. This allows for a bowl of cereal and a nap until the phone rings which helps optimize your time during the day. Why can't all retail be this easy? Thank you Meg. read more

Customers tend to use yelp more often for complaints. As a first time buyer in Jenson, the recent negative reviews nearly affected my choice. So i hesitated, but decided to give it a try. Now I feel like sharing that it worked perfectly. Ordered several parts on Monday 2am, the order was shipped technically the same day. Today is Tuesday and the order is already delivered. Probably in part lucky to have Ontrac to Bay Area. It's exceeded my expectations anyway and i'm happy with choosing Jenson over other alternatives. read more

Jenson USA - Bikes Near Me - Riverside, California

At first the store front is great and great floor set up, but is falls short on the customer service side, I purchase a bike from them, witch I should have NEVER done in the first place. Poor customer service and poorly run. I regret giving this company my Business. Their return policy is a complete joke, buyers be aware. read more

Jenson USA has created a bike shipping service called Jenson Bike Shipping. I tried to utilize their service for a bike ship from Salt Lake to Albany, NY. The ordering process was fine, but for some reason I never received the shipping labels. I thought it was a scam. I disputed the charges on my credit card. Ryan, a representative of Jenson reached out to me. Very professional. We both came to the conclusion that my outlook email address may be the offender. I've had problems like this in the past with outlook. BLUF... with a company name like Jenson USA behind the product, you can bet this is a worthwhile venture and I look forward to working with Ryan and Jenson in the future. Pedal on! read more

My family has been frequenting Jenson for years & have always been so happy with the service and selection. The employees are so helpful since I always place my orders over the phone & rarely online. They are patient, take their time answering questions, & are on top of getting me the best product I'm looking for at fair prices! read more

Product selection is fantastic, and pricing is fair. However, their customer service is difficult to get a hold of. And when I was able to reach them, it felt like they never understood me. The agent would jump to incorrect conclusions about what happened, argue with me about my experience, then try and direct me elsewhere. I liked the place until that support experience. They certainly make it easy to shop and spend. But anything else? This definitely has tarnished both my trust and experience. read more

Ordered a pair of Giro cycling shoes online from this retailer. Tried them on, felt fine so I mounted up cleats and went for a ride. Turns out they were unusually narrow and caused sharp pain points (which researching after the fact turns out is known for that model between other reviews and a Velonews test) Because I tested them, I am totally out of luck. No credit, goodwill or anything. I would have been happy with a partial refund but no such luck. I emailed countless times and eventually they agreed to give a $25 gift card on a $200+ purchase but never sent it. Lesson learned, if shopping a big retailer REI and Backcountry have satisfaction guarantees. Otherwise just go in to your local bike shop and talk to someone knowledgeable that can advise and help avoid situations like this. read more

Wish there was a negative star. You would get a solid -10 stars. Treat your customers with respect. Or close your doors, we deserve better! Just for the record I bought a $600.00 from a respectful salesman from a local bike store. read more

I've been doing business with JensonUSA for 10+ years. I liked them because they shipped fast and they have plenty of parts in stock. However, not all is good with them. -I tried to do their price match a few times. One time, the competitor apparently had it listed below "MSRP", instead of price matching - they contact the competitor to raise their price. Jenson kind-of came off as being a bully here. -They used to hide on eBay selling off used parts/like-new parts. Surprised they're calling out other competitors for their prices. I bought some items off their eBay store. I didn't realize it was Jenson until I looked at the shipping label and saw it shipped from JensonUSA. This was pre-pandemic when they had items they were trying to unload. -During the Covid-19 Bike boom, they got rid of all their coupons and raised their free shipping from $50 to $60, then to $70. It wasn't like they were hurting for $$$, they were getting more "corporate-like" chasing every dollar from consumers. -Calling them for customer service is a PITA -Bought a $3k frame from them, they shipped On-Trac with no signature required. I was hoping they'd at least use UPS/Fedex with a signature if I'm spending that much for a plastic frame. They used to ship free via UPS years ago, now it seems like it is 100% On-Trac. JensonUSA used to be my go-to. I still use them if I have to. However, with all the little things they've changed, and any cost-cutting they do to drive up profits, they will likely pass it on to the consumer. I get it, it's a business. As a consumer, I'd spend my $$ somewhere else. read more

Bought a new Switchblade from these folks. Don't know if a lot of people know this: most bike manufacturers do not assemble their bikes. That is left up to the bike shop retailer. Anyway, these guys did an outstanding job of putting my new bike together. Better than any bikes hop I have purchased from locally. These folks were fast and thorough. Great JOB and VERY good price. read more

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 read more

I was a little skeptical buying over the phone but Joey Claro answered all my questions and was great to work with on the phone. The bike shipped from California to Illinois and was received within 7 day. I installed the front tire and adjusted the handle bars and it was ready to ride! Loving the Jenson Exclusive build Niner!! I'll be giving it the real test the "Hilly 100" miles coming up soon! read more

Jenson USA - Test ride!! - Bikes Near Me - Riverside, California

See all

I placed an order. Never arrived. Promised a refund. Never arrived. Find someone else to do business with.

1. Ordered 2 bottle cages. When they arrived the logo color did not match the website photos (silver instead of black). So I returned them without opening the bags. Was charged a $16.94 fee for shipping and restocking. 2. The website doesn't have a customer service email. 3. Even though I live in the same county it somehow takes longer than Amazon to deliver. Never ordering from them again read more

I purchased a bike from the website online, an Orbea Terra GRX Jenson exclusive build. Amazing bike! I love it and so excited to finally have a gravel bike in my line up. It was also shipped very quickly so I appreciate that from the company. However, was not happy with the customer service and false inspection given on the bike. I was given a paper saying how each part of the bike was installed, inspected, and tested and approved by their mechanic. I rode the bike once and it was working great. I did not take it on any crazy roads, just light gravel. However, the next day when I hopped on, the shifter was frozen. I contacted Jenson support asking for help to fix and received no follow up until 2 weeks later! Since I did not hear back soon enough, I took it to a local bike shop, got it fixed and had to pay for the repair. When Jenson support finally got back to me, I expressed my disappointment and have not heard back since. Not very professional! read more

Super professional team. Found a lower price after purchase and had zero hassle with them matching it. Keep in mind that the policy after purchase is to refund difference to a store credit. Just an FYI. Item suffered a little damage in shipping. Again, they were quick to make it right. This was a big purchase and I made the right decision choosing Jenson. Shout out to Scott and Ryan. read more

Jenson USA - Ibis Mojo SLX from Jenson - Bikes Near Me - Riverside, California

My experience has been terrible from the start. Misleading shipping times, not following up on promises to reach out to me about what they found out, never sending an order verification email when the order was placed, and cant send a cancellation email to verify. You just have to trust them which they made impossible by setting unreal lead time expectations and not giving accurate or true information. What a waste of time. Buyer beware, DO NOT SHOP HERE! read more

Never again. Do yourself a giant favor and shop somewhere else. Unless you like getting the run around.

This review is specifically about Jenson USA's communication lines and the lack of customer service agents. As of right now, it's been just over 3 hours, that I've been waiting for someone to get back to me on the online chat form, which I'm guessing could be accessible to their professionals from anywhere. The phone line is not an option, you just can't get to a person, so I'd rather wait on my desktop and do something useful in the meantime. On top of their Chat window says "Customer Service Currently Replying In Under 5 Minutes" .....right. At 11:27 AM that time was ""...under 7 minutes" and I thought it was long ‍ Jenson USA, I understand that you may be helping new customers make the right choice in getting what they need, but what about your existing customers! I truly hope that this gets better. read more

JensonUSA is my go to online bike shop because of excellent customer service, prices and availability. I support my local bike shop as much as possible but when I cant, I buy from JensonUSA. read more

I bought my first new bike in 20 years from them and when it arrived it, it was missing a key screw for the front shock fender. I called them and they told me the bike doesn't come with it. Then after riding the bike for a few times, the headset became loose and I called them and told them the problem. They told me to take it into a local shop and get it fixed - and to send them the receipt and they would send it to the manufacturer for a refund on the work. Seriously? Turns out the headset was bottoming out and was about 50 to fix so it was not worth the effort. This a brand new bike. WTF? The shop I brought it in to even commented about the lack of care on the assembly. While on the phone with them for that issue, I again told them about the missing screw for the fender - they said they would send that out. Its been 3 weeks and it still hasn't arrived. This was not a cheap bike and I expected more from this company. I love this bike but I would never recommend Jenson to anybody. There is absolutely no support after the purchase. PHYSICALLY GO INTO A SHOP, SEE THE BIKE, TEST THE BIKE, BUY THE BIKE. read more

This is what I wrote back to the response I received from the owner of JensonUSA who wrote me because of the original review I left. Whom ever replied did not look into my issue he only pushed off on his people. They have not replied to my issue that I could see! Here is what I replied to him! "I don't know if you really are the owner But I Did return this item IN PERSON well within the return time frame. It was in the original packaging when I returned it! I was told when I returned the OneUp Dropper I would get a full credit within a 7 to 10 day period. Your man pulled the dropper out of the box and inspected it and told me what I said above. The next week after I returned the item I received a call from someone from your store about the return. He was surprised when I told him I returned it in person! Obviously this was left out to him by the employee he spoke with! When I told him I returned the the item in person he told me to give him time to look into this and he would call me back! HE NEVER DID CALL ME. Instead he shipped it right back to me without even an email or call letting me know what he found out. I filed a complaint with my credit card company because of the way I was treated and held onto the item until the credit card company finalized their decision. Your people new that if I was in possession of the item the credit card company would most likely rule in your favor. I had my credit card company reopen the complaint and they told me to ship the item back to you. I NEVER OPENED THE PACKAGE THAT WAS SENT BACK TO ME. THE PACKAGE THAT WAS SENT BACK TO ME WAS NOT IN THE ORIGINAL PACKAGING!! Your people again shipped it back to me and this time are saying I returned the item outside your return policy time & it was not returned in the original packaging. Just to let you know, I took pictures of the box when I returned it to you. It clearly shows it was never opened! So here we are again waiting on my credit card company to complete their investigation. You know I've spent literally thousands in your store over the years. I know how your store was before all these changes were made. How your customer service was compared to how it is now! It has changed & Not for the better! Here is the return invoice information. I wasn't able to retrieve the actual invoice because your system wouldn't go back that far. FYI I did return the dropper for a shorter one. I spoke to the manufacturer prior to installing the 180mm. Because I knew if I installed it I wouldn't be able to return it! I don't know what happened to the item after I returned it!! I ONLY KNOW that being subjected to this type of service is outrageous!! I bought the item before this return date!! Order Number: 6298683 Confirmation #: 6C51357DENNI Date: Nov 24, 2023 Total: $199.68 Status: Invoiced Here is the tracking information SHIPPING METHOD: STANDARD SHIPPING * This is not a guaranteed ship date. It is the best estimate from the manufacturer.TRACKING: D10014585454255 On the advice of the credit card company I have kept the item until the investigation is complete. If they rule in my favor I WILL PAY AGAIN TO RETURN THE ITEM. However, it would show a lot if you would dispense with all this and except the return and credit back to me the amount of the dropper!" Look at what was replied to me in regard to this message I left them. Clearly they do not believe me & Clearly it was not the owner who wrote to me. This is exactly what I have been dealing with. They didn't look into this as they said they would!! I haven't received communication from them or the call I was told I would get!! They only want to believe their people! They DO NOT BELIEVE IN CUSTOMER SERVICE like they use to!! Which ever way this goes I'm done with them! Shop at your peril people!!! UNBELIEVABLE!! read more

Bad Customer Service. I called customer service asking for the missing chain guard but the person that took the call was rude and not letting me talk. Was offering me a cheap Lizard chain guard because it will take a "year" to get a Marin chain guard. The Marin chain guard that usually comes with this bike is great and beefy. This is the 2nd time I received an item that is missing a part, I bought a Shimano shifter and it did not come with a cable housing. I did not bother to call cause I was not planning to replace the housing. My recommendation is to buy from other places (e.g Chan Reaction Cycle, Oldtown Bicycle) with great customer service, especially with high cost or multiple-parts items. This was will be my 5th and last order from this store. People makes mistakes but it is important to have a good service recovery to keep customers. read more

Jenson USA - Missing chain guard - Bikes Near Me - Riverside, California

See all

As a long time Jenson customer, I was happy to actually go and pick up items at the distribution center. First off, the open fairly early on Saturday so if you want you can order your parts online to ensure that they have go and pick them up. The young lady on the phone was great, offering valuable tips and making sure that I got the right item (in my case a new pair of RevGrips). I completed my phone purchase and went to the distribution center where I was greeted by several guys, all very upbeat and looking to help. They retrieved my order and handed it over, they didn't push me to buy additional parts, jerseys, tires, or bikes; they just did what I wanted and gave me my grips! I highly recommend Jensons, either for online purchase and delivery or for pick-up. Great company. read more

Update: I've changed my rating because I finally talked to them. I understand that you are overwhelmed with orders, but fixing your system (email,chat,phone support) will help managing everything. Will give you another chance in the future. 99% have good experiences with them, unfortunately not me. Trying to reach them about my order over the phone for days, on hold for hours, never called back. Tried to sent email...email bounced back. Are they still in business?? First time buyer and unfortunately never ever again! Bad, non existing customer support! read more

This is in response to their online/phone ordering FYI. The store in Corona was always great. 1 - I placed an order on 5/6. It never shipped out. After 3 calls(these can take being on hold for 30min+ to only get dropped or never called back FYI) to cancel it and get a refund, I was FINALLY refunded 3 weeks later. THEY REFUNDED ME LESS THE SHIPPING COST!?!?! The package NEVER left their facility and made it to the shipper and I get to pay for that?!?! Ridiculous. 2 - Placed ANOTHER order on 5/20. It never shipped out. Wanna guess how this one went? I'll spare you the details and say that I have initiated charge backs at this point as that seems to be the only way to resolve things with them in a timely manner. I get that they're overwhelmed with everything going on. We all are. This doesn't excuse poor customer service or policy. I would suggest just using your LBS where you can call and actually speak to someone, or go there in person for curbside at least. C/N: Jensen. Never again. read more

Refused to refund me back to my original payment method even though the item was returned in the return window and in brand new condition. Only offering a gift card even though I did everything within the policy that they created read more

I had a worst online shopping experience with JENSON USA. I got a bike that actually is damaged (not due to a ship issue, it just won't work when they ship it), and the return experience is also horrible. read more

I used to think the Corona location was a joke. Come to find out the Riverside location is just as bad. Went on a Sunday and they're CLOSED FOR LUNCH. I have never seen a serious business close for lunch when they have multiple employees on duty. Jenson, you really just becoming an online shop only. Your customer service does not exist. Such a shame. read more

This place rocks people are so nice! Very professional, I showed up after hours by accident and jake totally helped me out after I told him I drove 2 hours from big bear! Great customer service! Give this guy a raise!!! read more

Jenson USA - New parts for my Ibis - Bikes Near Me - Riverside, California

Writing this while on hold with Jenson! 1. I returned a shipment and instead of refunding me they charged me again. (face palm) 2. I waited on hold *twice* for over 40 minutes and was disconnected (I thought it was an accident the first time ... but twice?) to try to address being charged... again. 3. Once I finally got through, they apologized and gave me an email address to reach out to redeem some sort of discount code. You know who never responded to me when I reached out to that email address... Jenson, that's who! 4. Oh yah, and 2 of the things I ordered originally came broken. Nice! Did finally get a refund after hours on hold. So in conclusion: bad products, bad customer service, bad experience read more

Customer service is non-existent, no response and would not honor their price match policy. Move on this company is going out of business!

I received a 2022 Rocky Mountain Slayer c50 via UPS from Jenson. The shipping box was in great shape as well as the packaging foam. I unpacked the bike and noticed a blemish on the top tube, that was soft and spongy. I had the owner of the LBS look at it and he confirmed it was definitely a crack in the carbon. I called jenson customer service, submitted all the pictures requested, and was told to wait 2-4 business days for a response. After 7 business days, and hearing nothing, I called back. I spoke to another representative and he informed me my original claim had never been submitted. Luckily he immediately emailed me a return label (Scott gets 5 stars). A total of 30 days passed from the time my card was charged, to the time I was refunded. I tried to get in touch with a supervisor to express my frustrations but never could. Horrible experience with Jenson! read more

Shipping times appear to be deliberately shorter than advertised . I ordered $6 bearings (and paid $8 in shipping). Ordered 1-aug, now "expected" delivery is the 9th! Lesson learned: stay with Amazon or other truthful vendor. First time ordering from Jenson, tiny order, paid silly shipping, to sit and wait. Customer support? Rejected email. Good bye Jenson. read more

Just picked up some great wheels and all of the related accessories from Cameron at Jenson. Super helpful and professional. Ordered on Monday afternoon and it arrived today. I'll be back to Cameron next time i need more bike bling (prob next week).. Jim K read more

Only positive is fast shipping. Customer service is downright the worst in the industry. I order alot from china and they are much better despite being across the world and speaking a different language. I ordered some parts that were inaccurate so I went to return and found they charge 9 dollars! for a return (for something small like a bearing). The agent I got did not care that the website listing was inaccurate, and just kept talking over me. Eventually I was like fine I'll just pay and then he just hung up lol. Like No okay is there anything else I can do or sorry we'll work on the listing. Nope just said legit word for word, fine and then disconnected. Honestly appalling, and if you look at the better business bureau you will see a lot of complaints. Honestly just from somewhere else unless its like bar tape because these people are of no help whatsoever. read more

In years past Jenson was top notch for customer service. Now their warranty department takes 6-8 weeks just to contact the manufacturer then I have to wait for them to fix the issue. $400 seapost lasts 6 months. read more

Aloha I love my new bike so far cant shred yet due to stay at home order. My only reason for 4 star is because the picture shows a rear shock with the gold color kashima coating but i got the same model but all black no, bummer and i let them know but they havent responded. Other than that everything else was awesome, website, customer service, inventory, etc. USPS did not deliver when scheduled and i took day off of work, boo then they reschedule for monday but deliver Sunday while i was hiking, OMG luckily bike was there. read more