Jenson USA
Reviews and Complaints

Darin was very knowledgeable in helping me find parts to modify my new bike (which he also helped me pick out and order). Great customer service.

I often buy mtb equipment from this company. They are fast, reliable and have competitive prices. Last time I ordered, I got the wrong size and David from customer service had it all fixed up super fast. Great company.

Joey was very personable and helpful. I needed a small sized bike and he was able to find one that I hadn't seen on their website. He answered all my novice questions, in terms I could understand. I was thankful for his understanding.

My Jensen rep was awesome to work with. It was like being in a virtual bike shop. Jacob took the time to make sure i had a great experience. Cant say enough good things about my rep. I will buy again and it is because of the personal touch I got.

I spoke with one of their mountain biking expert/advisors Jackson. He was fantastic with answering all my questions. As soon as I hung up the phone with him I ordered the bike we discussed. I couldn't be happier.. and my riding buddies drool over my bike from Jenson!

The Gear Advisor Pro, Joey C, was extremely helpful and even checked in after I made the purchase to ensure everything was satisfactory. My bicycle arrived promptly and I was able to hit the road with it within an hour or so. I have made a few personal tweaks to it, but the overall construction quality was excellent.

Darrin at Jenson is always a pleasure to work with. I have placed approximately eight orders with him, including several bikes. He is knowledgeable and helpful in consistently providing me with the right products. I choose to return to Jenson not only for their wide range of products but also for their excellent customer service.

Anytime I call Jenson they are so helpful. Sometimes making sure the part I’m ordering is compatible can be tricky and they haven’t let me down! Most recently I broke a crank right before a race and they were able to help me with same-day order and pick up from their warehouse. World class guys, thanks!

By far one of the better customer service experiences I’ve had from a company! Jenson is a knowledgeable company, great pricing, and fast shipping. The tech representative helped me fit/pick out a Fox Suspension fork. Im in the middle of a hardtail bike build and the tech who helped me out was very engaged in listening to my vision for the bike and had some great part recommendations to offer. Thank you Darrin!

Scott stayed on top of my order,,& kept me updated with the current shipping ETA.. I truly appreciated his personal interest & that your company DOES’NT assign random customer service people & I VERY MUCH APPRECIATE THAT ONE PERSON, Scott followed the whole way thru with my first bike order UP TO ALL THE ACCESSORIES & finally the upcoming battery delivery.. now I JUST HOPE THAT THE SHIPPING DEPARTMENT PACKS & ships it carefully,! Scott was very professional & understood HOW IMPORTANT MY ORDER WAS TO ME.. Your company is a great example for others to follow,,,I do order many products over the internet & Ive had contact with many “customer service personnel” and they could use some training from Scott! Thank you very much Jensen.

I recently had an experience with Jenson USA that left me feeling pretty frustrated. I was on a trip to Portugal and decided to order some merchandise from their website to be delivered to my hotel in Lisbon. I was excited to receive my order and was looking forward to using my new gear on my trip.

Unfortunately, when the order arrived, I had already left Lisbon and was on my way back to Brazil. UPS was unable to deliver the package to me and it was sent back to Jenson USA. I was disappointed that I wasn't able to receive my order, but I understood that it wasn't anyone's fault - I had left before the package arrived.

However, when I contacted Jenson USA to request a refund, they refused to give me one. I was really upset about this, as I felt like I had done everything I could to receive my order and it wasn't my fault that it didn't arrive in time.

Overall, I was disappointed with my experience with Jenson USA. While I understand that mistakes can happen, I felt like they could have been more understanding of my situation and offered me a refund. I probably won't be ordering from them again in the future.

JensonUSA is a fantastic company that offers great service and always has competitive prices. I have been a loyal customer for years and they never disappoint. They always have exactly what I need, whether it's a new bike part or some cycling gear.

Their online chat tool is amazing and their customer service over the phone is top-notch. The tech agents are very knowledgeable and always guide me to the products I need. I appreciate their expertise and they have never steered me wrong.

Shipping to Canada is fast and affordable, and I love that all duties and taxes are included at checkout. It makes the whole process so much easier and hassle-free. Plus, if I ever need to return something, they offer a generous 365-day return policy.

I rely on JensonUSA for about 80% of my bike needs every season. Don't get me wrong, I love my local bike shop, but JensonUSA has such a great selection of products and their delivery is so reliable that I consider them one of my go-to shops.

Overall, I highly recommend JensonUSA to any cyclist looking for quality products, excellent service, and competitive prices. They truly are a great company that goes above and beyond for their customers.

On the other hand, I find Jenson to have excellent customer service. I purchased a bike from them that had issues. They took the bike back, could not locate the source, fully refunded the purchase price, and I bought another (different brand). Gear advisors always returned my calls. Darin helped me through the entire process. Use the phone, email responses were a bit slow. Build quality on my new bike is excellent!

Scott was a great help in confirming my choice of an Orbea Gain M20 bike. He was very knowledgeable of the measurements and geometry of the bike and compared it with my Look 675 in detail. We discussed the components and what I could do to make the Gain more tailored to my needs. The Gain arrived in great condition and I have since modified it with an Easton SL90 stem and handlebar along with "0" offset seatpost which made the fit great. At age 75 I needed a little help on the steep hills here at the base of the Blue Ridge mountains and the Gain is performing well.

Thank you Jensen USA! I really want to thank Joey who helped me find the right shock and bushings to fit my bike. It took about 10 minutes of searching before he made his suggestions and when it came just 2 days later it all fit perfectly. The other mail order parts place called first was not helpful and rather short and unhappy that I did not know the exact shock that I wanted to replace what I had. The Cane Creek double barrel shock that Joey recommended is much more supple and progressive than what I had and makes my bike feel much better in all conditions. I know who I am calling from now on when I need new parts!

Horrible! I bought 3 Yeti bikes and the only 2 people , Kyle K and D West are the ones whom have ever reached out to help. The warranty department is horrible! Filed a claim on a bike with cable rub through the paint and into the carbon fiber because of improper installation on Jensons part. 3.5 months later and still no response on what to do with this frame. I have been lied to, led along that this was being taken care of when Yeti themselves said numerous times that a decision had been made and the ball was in Jensons court and to contact Jenson. Upon contacting Jenson they replied replied they were waiting on Yeti. One lie after another so dont make a very expensive bike purchase here and expect to get it warrantied

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 to 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 with great customer service, especially with high cost or multiple-parts items. This was my 5th and last order from this store. People mistakes and it is important to have a good service recovery to keep customers.

This business is only in it for themselves, I placed an order for Fox 40 shocks months in advance, paid in full, only to have them cancel my order because they said they couldn't get the parts. This is after I had months of communication with them about them having the part available and would send it out to me when it was received. Then they continue to pull my leg for months postponing my order, postponing my order, and then finally getting back to me saying that Fox is now producing new items for the next year and they won't be able to get the part I paid for. I ended up canceling my order (thru email) because they refused to continue with their promise/agreement, and still have yet to receive my money back, over $2000 wasted, and months and months of headache with this stupid a$$ company. Never use Jenson USA.

I had ordered a 2021 bike that was on back order, a situation very common this past year regardless of brand or dealer. The delivery date kept slipping until Jenson advised that the 2021 orders would not be honored by the manufacturer and I could either place a new order for a 2022 bike or buy a different bike from their (limited) stock. The equivalent 2022 bike had a price increase as well as a suspect lead time, and the stock item closest to the bike I had originally ordered was more expensive because of higher end components. After explaining my situation to Jensen, they offered the higher end bike at a price close enough to my original order to seal the deal. I am very pleased that Jensen worked with me to honor my original order when they could have easily blamed the manufacturer and moved on. I am a very satisfied customer (thanks Carson!) and would not hesitate to buy a bike or anything else from them in the future.

Hey Spencer! I hope you're reading this because clearly you aren't reading my emails! After 3 days of no replies from these people I finally decided to do what I should've just done from the get go and dispute the charges with my bank. I ordered Race Face Chester pedals almost 2 weeks ago now and I never got them. I had one customer service associate brush me off when I say I didn't receive them, then the next guy I got ahold of seemed like he was gonna help me, then fell off the face of the earth when I asked to cancel my order because they didn't have the pedals in stock anymore. Like if I didn't hear from him I was just gonna forget about the 50 bucks that had come out of my account with no pedals? If you're thinking about shopping with this place because of their prices you might as well just go with Amazon instead, because you'll pay the same price and your money is going someplace you don't want it to, but hey, at least you'll get a refund... And they offer streaming! Never again Jenson USA...

Jenson USA continuously advertises discounted prices on a variety of items then charges you double or full prices at check out. They say it is a "problem" they are fixing but has been going on for awhile .Latest I was told by a rep named "Hoyee" was to just place an order then they will do a refund after I pay full prices ? Bait and Switch practices are illegal! And this has been going on for awhile.

I filed a warranty claim in April . In correspondence with Jenson I found that the claim was sitting in the warranty department for 2 months. I was asked for photos of the damaged bike frame 3 times when it was clearly available on the ticking system they use. When I tried to call directly to the warranty department I was told there is no "customer facing" point and worked with a customer service rep to request an update on warranty claim status. I am currently still waiting for this claim to be resolved. I have been very disappointed in the actions by Jenson to resolve a warranty claim.

I ordered two brakes from Jenson USA (order #49***24). Both brakes came with missing parts and not fully assembled, indicating either tampering or used parts. The missing parts were: clamp blocks, and olives (olives are necessary for installation, and clamp blocks are necessary to shorten lines, as is highly recommended with new brakes). The brakes also came with lines detached from handle. Upon closer inspection, there are scuff marks on parts where bolts would go, indicating probable prior use. Used, or not, the product requires additional purchases to get parts necessary to install (which should not be the case). I've submitted 2 tickets with the company (waiting over a week) with no response.

On about 4/27, I contacted JENSONUSA via email and inquired on how to return an item under warranty. They promptly replied and provided instructions. I mailed the item back to JENSONUSA and have been waiting since. I confirmed with my shipping supplier that the item was received. JENSONUSA contacted me via email and confirmed they received the item and would proceed with fixing it. After waiting nearly 1 month, and not knowing the status of my item, I emailed JENSONUSA several times and left multiple voicemails but have received no response. By the time 1.5 months had elapsed, I continued to leave emails via their online help desk and left more voicemails that have not been returned. At this point, I am now requesting a full refund to the item, but again, JENSONUSA refuses to return my emails or voicemails. I have records of all emails since they send an automatic response upon receiving it. As of 6/9, JENSONUSA still has my item and has failed to return it to me or communicated with me. I have no other option but to file a complaint with the ComplaintsBoard.com. I have attempted to resolve this matter as informally as possible, but without JENSONUSA engaging in communication, I am resorted to filing a formal complaint with the ComplaintsBoard.com.

I purchased a bike from Jenson USA in May. The bike was too large for me so I asked to exchange the bike for a smaller size. I was told that they have a smaller bike in stock. Since their system is not set up for exchanges, I was told that I would have to get a refund for the bike (minus a 70 shipping fee) and then they would give me a discounted rate for the smaller bike to account for the shipping fee. I wrapped the bike and made sure every part was protected and put a cardboard lining in between the wheel and the frame of the bike to further protect it. I received a notice from the UPS that Jenson USA received my package on May 22nd. I tried contacting them multiple times through phone and email to see when I could purchase the smaller bike with the discount. When they finally got back to me, they said that they no longer had the bike in stock. I asked if I could still have the shipping fee waived since they were supposed to hold the smaller bike for me and now had no comparable options for me to purchase. However, no response was given and none of my calls were answered over the course of a week and a half. On June 3rd I called again and emailed them to ask them the status of my refund since I had still not gotten any amount refunded at that point. I was emailed back by *** who said that the bike I returned had chips in it due to the fact that the wheel was packaged next to the frame and as such my options are to receive a refund minus a 15% restocking fee or get the bike shipped to me. However, as I previously stated, I put a cardboard lining in between the frame and the wheel so that there would be no damage. The photos of the 2 chips in the bike were very small and could very possibly been there when I received the bike. I tried calling *** but got his voicemail and his mailbox was full so I could not leave a message. The customer service that this company has shown is infuriating.

I have bought many things from them and usually, it went okay. Their shipping is always slow but that is to be expected at this time. However, a company shows its true colors when something does not go well. I ordered a set of wheels from them on May 6th. They were back-ordered until May 27th. Fair enough, so I wait. On May 29th, I received an email from my credit union for the charge for the wheels. June the 1st or 2nd I called and asked why the wheels had not shipped yet since I never received a shipping email. I was told there was an issue with my credit card. When I told them thats not possible that the transaction went through on the 29th, the card magically went through while I was on the phone. The wheels were finally on their way. They showed up in a few days after being delayed by UPS which is not Jensons issue. However, the rear wheel they sent me was not a 29 like I ordered but a 27.5. So I spoke to them on the phone, this is when they still answered the phone, and was assured that they would not make we wait until the wheel was returned to get the other one shipped. And they told me they had one wheel left in stock. They sent me an email showing the wheel was packaged and ready to ship Wednesday morning. I took the wrong wheel to UPS Wednesday morning and got it in the system on its way back like they asked. The correct wheel did not ship Wednesday like I was told was going to happen. I called and emailed and was finally told the wheel would now ship Friday overnight and it would be here on Monday. Monday came and went and no wheel. Now they have completely stopped answering the phone. If you call they tell you to chat online and it just hangs up. You try to chat online and it just sits there forever and no one ever joins the chat. You can't do your own returns because they are having system issues and your order history has been wiped out. So now I am stuck. No wheel, no way to get my money back, no one to talk to and no one answers emails. I guess at this point I will try to dispute the charges on my credit card and see if my credit union can do anything. I have no idea what to do and at this point I am just at their mercy and as a customer this is just not good. Needless to say, I will not buy anything from these guys ever again and would encourage other people to do the same. If something with your order goes wrong you might be stuck like I am at the moment.