Jenson USA
Reviews and Complaints

I inquired about the availability of specific disc hubs in my desired color. I was informed they had a front and possibly a rear. I requested confirmation as previously I received incorrect non-disc hubs. Joey asked for my phone number, which I provided, and he called to confirm the front hub and to check on the rear. After discussing bike parts, he promised to update me. Later, he emailed that his department was still checking. The next day, he informed me they had the front hub I wanted, but the rear hub was 130mm rear spacing disc qr, not the 135mm I needed. I explained that this was incorrect and likely a road non-disc hub I had returned previously. Despite his assurance that the 130mm disc spacing existed, I asked for just the front disc hub. Upon receipt, it was a non-disc hub. I contacted Joey for a return label but got no response. I tried to initiate a return online but faced issues, so I sent a screenshot as requested, yet received no reply. I submitted a ticket recounting my experience and requesting a return label, but still no response. Currently, I've been charged for an item I don't want, and Jenson hasn't provided a return label.

Buyer Beware. I have been very disappointed in Jenson USA service department. To start they never answer the phone so unless you have hours to waste register complaints and issues on line and you may get a call back. Even then you are on your own to buy parts and fix problems. I bought a Niner bike from them and the hanger bar broke of after about 3 min of riding by my 100 lb. daughter. Luckily she was not hurt. Best I can tell when the hanger bar sheared off the chain wrenched the derailleur and mangled it bending it into the rear wheel bending it. I have spent the follow weeks dealing with many of JensonUSA staff with little or no satisfaction. First we dealt with Spencer who told us to order the wrong hanger bar. This set us back about a week. Since Jenson didn't have the part in stock WE HAD TO ORDER A REPLACEMENT from Niner understanding Jenson would reimburse us for the cost. Then we realized the derailleur was bent and unserviceable. Jackson Stall sent us a new derailleur FOR US TO INSTALL AND HAVE LOCAL BIKE SHOP SERVICE FOR PROPER INDEXING. I was told I would be reimbursed for the service charge from the local shop. When we received the wrong hanger bar WE HAD TO ORDER ANOTHER ONE FROM Nine bikes since Jackson Stall told us the Jenson USA didn't have the correct hanger bar in stock. I was told I would be reimbursed for the correct hanger bar. When we finally got all the parts I WAS ABLE TO ASSEMBLE THE HANGER BAR AND DERAILLEUR. It was then we realized the rear wheel was bent. After I sent Cameron Casner a video showing the wheel is bent he requested additional videos at different angles...really?!?!? Spencer F. at Jenson USA has offered to reimburse us for the cost to have the wheel trued. In the mean time I HAVE TRUED THE WHEEL MYSELF SO THE BIKE IS FINALLY RIDABLE. Two weeks ago I sent the receipt for one of the hanger bars to Jackson Stall, but have yet to hear back form him. In the mean time I sent the receipt to Jenson USA's warranty department. Today I received an email from Keith James asking me for emails proving Jenson agreed to reimburse me for the broken hanger bar. I sent him many of the emails requested for the broken parts and bent wheel. If I wasn't before I'm am clearing getting jerked around now. The local bike shops are very busy with new bike sales, so we made an appointment for late June in just to the bike serviced. We will send receipts then. So far this bike has cost me over 20 hours of my time to get it ridable AND I HAD TO BUY THE HANGER BARS, INSTALL THE DERAILEUR, AND TRUE THE WHEEL TO FIX IT. Hanger bars are not that expensive. Jenson USA has spent a few hours helping me out with no end in site. Certainly their time is worth more than the cost of two hanger bars with a derailleur and wheel truing service. If so, then why is JensonUSA jerking me around? Wouldn't we all rather be riding bikes? At this point I am a very disappointed customer of JensonUSA. I don't understand why Niner would want JensonUSA representing them.