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Jenson USA customer service?

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13K views 57 replies 40 participants last post by  Rockadile  
#1 ·
First, don't @ me because I'm asking a question about an online retailer. I spend a TON of money at a variety of LBS. (And let's discuss that it's safer to be buying online rather than in a shop right now....)

Anybody else having issues getting through to Jenson USA? Ordered a part almost 2 weeks ago. It shipped and now has vanished. I've called Jenson several times and have sat on hold forever, just to be disconnected by them. I have left voice messages (per their recorded instructions) with no return call. I have tried to email and it just bounces back. I left a message on their help desk and...crickets. Did they go out of business and not bother to tell anyone?

I'd beware ordering anything from them presently because if you have a problem they have ZERO customer service right now.
 
#2 ·
Just went to their website


Expert Guidance (888) 880-3811
Thanks for your patience. Call volume is high and hold time is extended


I have order thousands from them over the years. Never any issues and I get next day shipping. That said I have never needed to call them. I just order online.
 
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#3 ·
Still in business but their customer service has gone into the toilet. My only advice is to keep trying. A lot of businesses are neglecting their customers and using Covid as an excuse.

I had a similar experience with an unrelated retailer. Ordered on April 5th. Tracking shows it shipped 3 days later from same state I live in. Then nothing. It wasn't until I escalated the case with Paypal to get my money back that I finally received my order yesterday, June 10.

Sent from my SM-G960U using Tapatalk
 
#7 ·
A few weeks ago I called to find out about an order and I was on hold for quite a long time before the system hung up on me. When I finally got someone on the phone he pointed out that they were getting swamped with calls and orders. They had been hiring more people but still couldn't keep up.
 
Y
#5 ·
I don't think they're out of business but they've gone way downhill. I'm local and treated them as my LBS and had good experiences over the years but have had 3-4 bad experiences over the last year all due to their wonky computers. Recently they charged me for an item that cost upwards of 2k, they never actually had it. Charged my card but never shipped or contacted me or anything. Took 4-5 calls to finally get through and get it sorted out. Never even got so much as a sorry from them. I guess if I didn't bother, they just would've charged me and never shipped it, lol.

They seem like really good guys but they're probably really overwhelmed at the moment and their computer systems really seem to fail them at times. On the fence as to whether I'd use them again, definitely not for anything expensive.
 
M
#6 ·
All of the online retailers are getting crushed. I had an order from Jenson recently that didn't ship for a few days and when I tried to get in touch through phone and email, I couldn't. I finally got through on chat and found out that they are just at extremely high volumes. I've heard the same thing from Competitive and WWC.

Hyper-growth is difficult for any business. While I would cut them some slack, there is a point where it gets hard. There are other places to order from. Might try one of those. Unfortunately, Jenson seems to be having the most issues right now. Competitive and Colrorado Cyclist recently for me. I wonder if it has to do with Jenson being in CA and having different restrictions on business.
 
#10 ·
not to mention shipping has been all over the place. Odd stuff is out of stock all over the place because production and distribution networks have been hammered. Retail availability is **** because people's buying patterns have changed. Shippers have been prioritizing PPE gear and other essentials like food and cleaning supplies.

Everything is a mess. Some parts I ordered from Ford just came in the other day....2 months after I placed the order through my dealer's parts counter. One order I placed through Home Depot got cancelled because the item simply isn't available. They had an ETA on it when I ordered, but that changed after the fact and now they don't know if they will ever be able to receive the product.

The world is NOT "back to normal"
 
#11 ·
From what I gathered, they got a remote site for some CS to work at. The guys working computers need security measures, since they can access sensitive private data, so working at home probably isn't an option. They switched from Amazon AWS to their own in-house server after AWS going down for hours left them somewhat helpless, I think. They switched from various POS systems too.

I suppose they had to change to survive. Speedgoat, Price Point, Art's, and a lot of smaller bike shops were suffering from the retailpocalypse. They changed their ways, trying to appear more professional and boutique, shedding some of their older discount retailer image. They seem to be sensitize to Backcountry and CRC as competition, as well as Euro shops; they were quite vocal when I asked them about Shimano prices being lower than what IBD have to pay (this has since changed). Their staff changed quite a bit too; they have people with big bullet points on their resumes now. I recall a few years ago they were getting applicants like former bike shop owners, former employees of HucknRoll/CompCyclist, Price Point, etc. but they seem to be getting people out of college to do website stuff. The website is huge and growing, going through quite a few changes over time, pain-stakingly made; I can't fathom the amount of investment sunk into it and their marketing/social media presence.

Weird things happened like people complaining about their discounts being false advertisements, after the trend of vendors asking to be excluded from store-wide discounts, which Jenson responded by discontinuing the discount altogether. They used to be a bit more lenient with their returns too, but it got abused a bit much; I recall one of their top officers saying they wanted to make things right even if it was the customer's fault, at least the first time. This got me to assume those who didn't post evidence of their issues to be ones who had a history... always at least two sides of a story, and working with customers in retail is a nightmare that some only do in order to pay for education to move up to better.
 
P
#12 ·
I guess everything is screwed up. I ordered from discount bike on April 26th and got my order delivered on June 6th. Discount Bike shipped my order on May 4th. Delivery services took the rest of the time. The last 300 miles took two weeks. I love the stuff and the prices. Just don't be in a hurry right now on line. Fine print ( allow 6-8 weeks for delivery)
 
L
#13 ·
It always amazes how many people rush on here to complain about every tiny issue they have with a retailer. Whether you like it or not, Covid is causing issues for retailers and causing shipping issues. If you haven't heard bike sales are through the roof right now due to Covid so they are probably swamped with callers. Just deal with it like an adult and be patient.
 
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#19 ·
"rush here and complain"

Are we a little condescending?

Complain? No, I asked a question - whether anyone else is having a hard time getting through to Jenson. I'm well aware about bike sales and shop service delays - I called a shop here this week and they told me that they are 10 weeks out for any service.

(BTW - very much small male equipment energy to list your bikes in your signature. How's that for adult?)
 
#15 ·
Earthpig said:
First, don't @ me because I'm asking a question about an online retailer. I spend a TON of money at a variety of LBS. (And let's discuss that it's safer to be buying online rather than in a shop right now....)

Anybody else having issues getting through to Jenson USA? Ordered a part almost 2 weeks ago. It shipped and now has vanished. I've called Jenson several times and have sat on hold forever, just to be disconnected by them. I have left voice messages (per their recorded instructions) with no return call. I have tried to email and it just bounces back. I left a message on their help desk and...crickets. Did they go out of business and not bother to tell anyone?

I'd beware ordering anything from them presently because if you have a problem they have ZERO customer service right now.
Click to expand...
Good heavens! I ordered the last 157mm orange Pro 4 rear hub from Jenson a week or so ago, it shipped the next day and arrived within 3 days. Had zero issue with them over the years.
Unfortunately, they do have a limited crew on deck with COOTIES-19, 20 and 21...

I also forgot to mention, Harold keeps buying stuff up and leaving us high and dry! ;)
 
F
#18 ·
I ordered a jacket from Leatt back in February to try and use it for the tail of snow season. Even back then supply chains were messed up and they were not getting product from the manufacturers. I have yet to receive the order but got word that the container with the product finally made it to US shores late last week and I should see the jacket next week. It stinks to wait so long, but like Harold said the issues are all throughout the chain.

I will say Leatt customer service has been AWESOME. Incredibly informative and responsive.

In my day job part of what I deal with is a call center and there is no reason it cannot be done distributed/remotely, in theory. Of course equipment and employee trust may not exist but the technology to have people take calls from anywhere is neither new nor fancy these days.

So back to Jenson, I have never had an issue with a product not shipping so support has been a non-issue. That said, and this is the truth for all customer service, simply acknowledging the issue via customer communication goes a long way, even if the issue still exists.
 
#21 ·
I've only ordered from them a couple of times. I ordered a gift for my son yesterday, and today tracking says it was delivered, but nothing was. Hoping that it's not going to be a PITA to get rectified.

Only commenting as I happened to see the post following emailing them (and the delivery company).
 
S
#23 ·
They are probably crushed because the bike business is booming in times of COVID. I imagine many new customers without too much technical knowledge leads to tons of customer service phone calls.

I have always had top notch interactions with them. Fast shipping, easy returns, good prices, friendly people on the call line
 
#24 ·
Not only that, the COVID restrictions (especially in Cali) have probably negatively affected their business, like the number of employees they can have within a given physical space. Rene Herse in Seattle, for instance, is down to a skeleton crew and is also suffering from poor customer service at this time.
 
#27 ·
I don't use Jensens for mail order, but walk in and pick up my order as soon as I get the email that it's ready. The guy working will call can't be bothered to help you of even talk to you. I called about my order from the lobby.

I rarely let anyone touch my bike but since the Corona store is ten minutes from work, I've stopped in twice for service. One was changing out a Hope axle to a bolt on axle. They didn't properly seat the bearings. I needed a quick oil and seal change on a fork. They called when I was halfway to Mammoth telling me they forgot a clip and the fork was unsafe to ride.
 
M
#28 ·
Ordered from Jensen a few weeks ago and received the package within a week (to Vancouver Island). Never had a problem with Jensen over the years.

Put in an order to Fox Canada and it took days before I even got a conformation email. They said they would email again when the items were ready for shipment. Couple weeks go by and low and behold my shipment arrives. Never did get the shipping email, lol.

So far any online shopping has arrived within a reasonable amount of time.
 
#30 ·
i have zero complaints with JensonUSA. I've spent $$$$$ with them, and at the same time they have saved me $$$$. They have an extremely generous return policy, ship fast and free, and have a great selection of bikes and parts. Here are my go to shops:

1. Jenson USA
2. Competitive Cyclist
3. Worldwide Cyclery
4. Bike Bling
5. eBay

Bike shops are busy. I've been dealing with a certain retailer for two weeks trying to get them to correct an order (missing part). They aren't responding to emails and it takes several attempts over many days to get someone on the phone. But when I do speak with them, I realize they are working hard and trying to service everyone.

Things are just backed up right now. No experienced business owner is going to hire a dozen new full-time employees when it's high unlikely this type of volume will continue when the weather cools down.
 
#31 ·
Good Lord! I get to deal with many manufacturers that have been either sidelined or are understaffed by COOTIES-19, 20 and 21! Yus, it is old to not be able to represent my clientele with their needs due to unavailable product. Then, the shipping has slipped to a snail's pace to top that off.

I can only imagine what Jensen, bikeman, etc. are experiencing at this point. Being on skeleton crew status and many product lines unobtainium. Every Tom's Harry Dick is buying a bike, parts up the wazoo etc. I really don't envy the retailers at this point.
 
#34 ·
I've ordered a few things from Salsa through my Salsa dealer and it took nearly 2 weeks to get the stuff. It is what it is right now. One of my orders showed up a couple days later and the shop forgot to call me. They were so overwhelmed with bikes and forgot that my order came in. I told them it wasn't a big deal. I've learned to be patient with my shops and not stress about it much.

When I bought my Timberjack a couple months ago, the shop noticed that the stock WTB Ranger tire had a defect and so they initiated a warranty replacement prior to selling the bike to me. 2 months later, WTB is still working on the warranty replacement because they are very short staffed right now. Luckily I bought Teravail tires with the bike anyways :D
 
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J
#35 ·
Lot of folks claiming that sales volume is up, as if it is a bad thing. Yes, it is coming with challenges. Yes, it is stressful. But the place I'm at, assembling bikes to ship friggin everywhere, is up 600%!! Meanwhile, the work is still paying the same.

I'm not getting the slightest bit misty-eyed for the retailers, because of COVID pressure.

Feast or effing famine. Bust your ass, appreciate what this has done for the bike industry, and spread the wealth (incentivize) a bit to those you're throwing the burden to.

Really no excuses right now. The half-assed tom-foolery that's taking place now is just being magnified. It was always going on. Now it's more prevelant because this pressure showed the cracks that were easily missed/excused before.
 
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