ComplaintsforJenson USA

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jenson USA used shady tactics to add "Extend" warranty to my order without my knowledge, and without my consent. The charge does not show up listed in the order summary. It doesn't show in the list of items purchased. If you add up the items listed plus the tax you will see there is an additional hidden cost in the total charged. There is no way to remove this fee since the order was already shipped, even though this charge adds no wanted value to my order whatsoever. There is no customer service email listed on their website, nor an easy way to dispute this with the company. I would like to have this "extend" warranty removed and the money returned to me.

  

  Business response

  04/11/2023

  Hi ******, 

    Just to clarify, we do not use shady business tactics. There is a pop up window at checkout that a customer needs to click yes on to get the extend warranty. I have canceled this and the refund should be processed over the next 3-5 business days,. If something like this happens again, you can call us at ###-###-#### and it can easily be handled over the phone. If you do not receive the refund in the next 3-5 business days, please call us so htis can be taken care of 

   

   Keep Pedaling 

  Jenson USA Support Staff

  Customer response

  04/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have received the pending refund as requested and the extend warranty has been cancelled.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 12, 2022, I purchased a complete bike from Jenson USA via their online website. The item purchased was an Eminent Onset LT GX Bike 2021 Medium, Black/Gray for $4399.99 before tax and shipping. Everything was received without issue.  In October, I contacted the frame manufacturer, Eminent to inquire about upgrading some parts and was told that the frame is a 2019/2020 model and is not upgradable like a 2021 model. Since the bike frame is the most expensive and significant part of the bike, having an older frame is a problem. Jenson USA misrepresented the item as a 2021 and this has an impact on upgrades and also on resale. On November 1, I called Jenson USA and provided the detailed information and they told me they would see what could be done. However, they have not provided an update or responded to my emails for resolution.

  

  Business response

  01/10/2023

  Hi, 

  Thank you for making me aware of the situation.  Very sorry to hear about the bike, and model year. Are you able to send me a side view picture of the bike, and the serial number, with a picture of the serial number on it. You can send those to *********@jensonusa.com. 

  We can figure out a way to help with the situation. Once I get the pictures, I can connect with my team, and the manufacturer.

  Hope to hear from you soon 

  
  

  Keep Pedaling. 

  Jenson USA Support Staff 

  
  

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Fox 36 Float Factory Fit4 29 fork for $549 from JensonUSA on 10/27/22. On 10/31/22, I saw that they had an extra 20% off sale on the same fork I purchased so I called Jenson USA customer service for a price match. They said they would price match it and I would get a gift card in the amount of $109.80 from them within the next 1-2 days via email. I never received any email from them so I called them today on 11/3/22. They said they canceled the gift card because that I shouldn't received that 20% off discount on that fork as it never happened. I know multiple people who bought that fork with extra 20% and I even have a proof that they had that sale on the same fork. They just changed their word after the fork was sold out.

  

  Business response

  11/04/2022

  I apologize foe the miscommunication on this order. There was an error in our system with these forks, but gift cards have been issued to the customers that were told they would get one. I will look into why this one was cancelled.

  I will be making this gift card today, it should be in your email box today, or tomorrow. Again, we apologize for the miscommunication on this 

  
  

  Thank you 

  Customer response

  11/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1835**29, and find that this resolution is satisfactory to me.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a bike from Jenson USA on 1/31/2022. Order number: 571***5 As seller of the product, they are responsible for warranty replacements from the manufacturer. I encountered an issue, and submitted a warranty request with them. Internal warranty ticket number: 463091 571***5 This ticket was submitted on 5/25/2022. We started to make progress, and then they stopped communicating with me. The last update was 23 days ago. I have reached out to customer service multiple times, but they say there is nothing they can do since it's a warranty issue, and their warranty department is "backed up." All I need to continue the process right now is a RMA label to ship my defective part back to them. Repeated requests and updates to the ticket for a response have gone unanswered. I feel they are not honoring the manufacturers warranty by delaying this process and not communicating with their customers in a timely manner. When they do communicate, they are not providing enough information, it just creates more questions, and further delays the process.

  

  Business response

  07/21/2022

  Hi, 

  We apologize for the delays on the warranty. Our process got a little behind. I have emailed Ketih on this one, he should be reaching out to help fulfill this claim as soon as possible. 

  
  

  Very sorry for the delays 

  
  

  Keep Pedaling

  Customer response

  07/22/2022

   I am rejecting this response because: it's more of the same.  "Someone will reach out to me."

  
  

  They should provide a better warranty experience.  I have even asked if Keith has a phone number. Customer service says he doesn't.  I find that hard to believe in 2022.

  
  

  As a large retailer that sells high volume of bikes, a 1 person warranty shop makes no sense and no way to contact them. 

  
  

  
  
  
  

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Race Face Aeffect R 29" Wheel $249.99 ITEM # WH00135 under order #5830240 on June 9, 2022. My credit card was charged for the item but the company never sent the item and then when I requested an update I was informed my credit card was declined even though other items were charged on the same batch order and were delivered. I requested the item be sent as I was already charged, but instead they canceled the order. To top it off, they charged my card again! Jenson is literally just stealing from me at this point.

  

  Business response

  07/21/2022

  Hi, 

   We are extremely sorry for the issues you have had on this order. I have seen multiple people have looked into this one for you, apologies for the time you had to spend with this issue. 

  Our billing department is working on this issues and we should have a solution soon. 

  Again, we are extremely sorry and you should see the solution on your card very soon 

  
  

  Keep Pedaling

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a bicycle on May 05, 2022 for $6,874.00. After just 3 weeks or 75 miles of use the rear wheel failed due to poor quality. I contacted jenson customer support on 6/23/22 for assistance with issue. A customer representative informed that the wheel be replaced. I submitted a warranty claim per ******* ********* | Gear Advisor Coordinator request. It's now 7/1/22 and I had zero follow up. ******* insured me the problem would.be resolved but again I have email ******* several times and no response. I also contacted there help desk and received zero assistance from this customer support representative. At this point I have $6877 bicycle that doesn't not function. I feel I have been taking advantage by jenson usa.

  

  Business response

  07/07/2022

  Hi, 

   We are very sorry for the delay in this process. I have reached out to our warranty team to get an update as soon as possible. We will put this on priority. We will continue to work with ***** to get this solved as quick as possible. 

  
  

  Thank you  

  
  

  Customer response

  07/12/2022

   I am rejecting this response because:

  
  

  I have not received any communication from Jenson USA. What's the the next steps? Do I need to file for fraud? 
  
  
  

  

  Business response

  07/14/2022

  Hi, 

   Our warranty team has replied to the warranty ticket, the warranty claim is with *****. 

   We will work to get this fixes as soon as possible. 
  

  
  

  Thank you 

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a bicycle wheel. Before purchasing, I asked Jenson USA via their customer service chat, whether this wheel came with a quick release skewer, a part for mounting the wheel that is typically included with bicycle wheels, but was not shown in the product images. Jenson USA confirmed that a quick release skewer is included. I relied upon this in making the purchase, especially since the manufacturer of the wheel is known for making high quality skewers with a unique mechanism. Upon receipt of the wheel (sent as a gift to my brother in Washington DC) he reported that a number of parts were missing from the shipping box, including the skewer, as well as a number of accessories which were explicitly shown in the product page. Jenson USA agreed to send some of the parts (those shown in product photos), but refused to send the skewer, despite admitting that they specifically had confirmed it was included before I made the purchase. Since I relied on the inclusion of this part, Jenson USA should send me the part or refund me its individual purchase price ($38.90 on their website).

  

  Business response

  06/29/2022

  Hi, 

  
  

   Very sorry for the issue you had with the skewer. It will be no problem to refund the price of a new skewer. If you know what skewer you need, you can send me the part number and I can get one shipped out for you. 

  Let mw know what works best for you on this one

  
  

  Keep Pedaling

  Customer response

  06/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 174**399, and find that this resolution is satisfactory to me.

  
  

  The skewer I expected to be shipped with a DT Swiss wheel was the lowest-cost DT Swiss-branded model of their signature RWS design, shown here on JensonUSA’s  own website. In fact this was the OEM skewer that came with the stolen wheel that this replaces: https://www.jensonusa.com/Dt-Swiss-Rws-Steel-Quick-Release-5?loc=usa&pt_source=googleads&pt_medium=cpc&pt_campaign=&pt_keyword=&gclid=Cj0KCQjw8O-VBhCpARIsACMvVLMPmpLjFQisftNWZ7Cyyw7qw3C7t8Fqlq7TEL87n-2_BiqeeYfUeNYaAlntEALw_wcB

  
  

  Please note that I also have not received the shipping notification for the parts kit that was also missing from the shipping box for the wheel I purchased (135 mm QR end caps, centerlock rotor lock ring, 6-bolt adapter), which Jenson previously promised to send. I will consider this issue closed when I receive the skewer and those parts to the address of my original order. 

  
  

  Best,

  
  

  *********. 

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered two e bikes from Jenson USA.com $717.00 was taken out of my acct I never received a confirmation I waited a week and tried calling they do not have phone customer service. I email for a case number waited another week no response no bikes. Today emailed again for another case number. We purchased two of the bikes from Amazon same brand and got next day for our friends. I can not get any response about ours. ***** ###-###-####

  

  Business response

  04/25/2022

  Hi *****, 

   I can see the helpdesk ticket you put in regarding the bikes. Our customer service agent replied to this the same day the ticket was put in. 

   I am not able to find the order using your name and email, is there an order number I can look up to see what happened.

  
  

  Thank you 

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with them and was cancelled, I tried to do it again with paypal. Both were approves but ater a few minutes cancelled. They took the money form the bank so I called the bank and paypal and they said that the merchant cancelled the order after been approved, I spoke with customer service and didnt give any solution or how to fix the error from them. Order Nº 574***8 / 57***37

  

  Business response

  03/10/2022

  Hi ******,

  Sorry that you are having this issue placing your order. Unfortunately, our fraud protection software automatically canceled these orders due to your account information. This can be due to differences in shipping and billing address on the order versus what is on your payment account. The order you attempted to place with your credit card was not charged and any authorization will fall off your account automatically. For the PayPal, order it typically takes business 7-10 days for the funds to show back on your account, but PayPal states that it can take up to 30 days. We apologize for this inconvenience. If you would like to try and place the order over the phone you can call us at ###-###-#### and one of our Gear Advisor Pros can manually place the order for you. This will allow us to have our billing department look deeper at any issue that arises with information discrepancies, but we will be able to keep the order open while any payment issues are cleared. Sorry again for the difficulty with this and that it was not made clear when you contacted us previously.

  
  

  Regards,

  
  

  ****** ******

  Customer Experience Specialist

  Jenson USA

  ###-###-####

  Customer response

  03/10/2022

   I am rejecting this response because:
  
  You don’t say or explain the reason for the cancellation, only possible “situations” and those are false. Billing and Shillong adddress are the same both under my name, and PayPal is the one who review the payment and is their responsibility not the shop when someone pay trough PayPal. And specially to avoid the stupid softwares that only gives troubles to the customer 

  

  Business response

  03/14/2022

  Hi ******,

  
  

  Jenson USA uses a fraud detection software system that checks all orders that come through regardless of the payment method. This is to protect both ourselves and our customers. We understand that this can be a frustrating inconvenience if your order was caught up in this system. Our team does not have access to the detailed fraud reports and our accounting department does not give that information out due to privacy and protection standards. The "shipping address vs billing address" issue is a typical example of the reason that is given. We do, however, provide another option for placing the order which is to call in and have one of our agents place the order manually. As previously stated, this allows the order to be placed and any issue to be addressed by our fraud department without the order being canceled. 

  
  

  Regards,

  
  

  ****** ******

  Customer Experience Specialist

  Jenson USA

  ###-###-####

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩