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  1. #1
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    Has anyone else had trouble with JensonUSA lately? (Rant)

    I have placed several JensonUSA orders over the last couple years without incident. Early this winter I placed an order that arrived in a reasonable amount of time but it took about a month to finally have the right amount deducted from my credit card. I thought it was a one time deal so I placed an order with Jenson February 22 that had an item backordered (expected arrival date of February 23 - I would see at least two other dates) and selected shipping based on arrival March 8. It also happened that I ordered a MagicShine battery pack from Deal Extreme (DX) the same day (February 22.) I received my battery pack from DX March 15 or 21 days after ordering. The items from Jenson didnít even ship until yesterday (March 16) and have an expected arrival date of Mach 20 or 26 days after ordering. I have sent Jenson several emails trying to get them to at least ship what they have, or at least tell me when I would receive the order and had at least three messages go unanswered including the last two. How can it be that the items ordered from Hong Kong (DX) arrive with free shipping before Jenson even ships? Have I just had bad luck lately or have others had issues with Jenson?

  2. #2
    Bike addict, dreamer AdamDZ's Avatar
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    I bought from them 3-5 times since December, no problems, reasonable shipping times too.

  3. #3
    rebmeM roineS JanMM's Avatar
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    I've ordered a couple of things from Jenson recently with no problems. One of them involved the Economy shipping option - no problems.
    RANS V3 (steel), RANS V-Rex, RANS Screamer

  4. #4
    Senior Member Nermal's Avatar
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    I have ordered from Jenson a number of times, though not recently. No problems, and good shipping times, too, and I also use the cheapest shipping option. Never a problem with the credit card bill being different from the stated price at the time of checkout.

    Notice that you (OP) placed a back order. That might be the answer to the shipping time problem. All they can do on back orders is make their best estimate on when they will have it available.
    Some people are like a Slinky ... not really good for anything, but you still can't help but smile when you shove them down the stairs.

  5. #5
    Lost Again gitarzan's Avatar
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    Just dealt with them. They were great, even adjusted an order the next am before it was fullfilled.
    Quote Originally Posted by Jseis View Post
    Is a ukulele player in a mandolin town and banned from all bars by the chief of police unless he leaves his strings and gravy at the front door.

  6. #6
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    Nermal,

    From what I can tell the backorder was a big part of the problem - although it shouldn't have been a problem since I placed the order Feb 22 it was expected to arrive Feb 23.

    I too have had good luck with Jenson until the last couple of orders. It really makes me wonder since they didn't even bother to answer the last couple of emails.

  7. #7
    Senior Member Wylde06's Avatar
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    I recently ordered from them and had no problems. Although I did order something that I didnt notice was backordered..but after a quick call they took the item off and shipped the rest of my order the same day

  8. #8
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    I've ordered from Jenson for years. ONE TIME, I've had a problem.

    Last November/December time frame, I ordered a pair of shoes; the charge came off my card like normal, almost immediately. Somehow, there was a mixup in order confirmation/shipping estimation/all that. After 16 days and no progress, I started e-mail tag with them to resolve the problem. Eventually, the problem was resolved by a cancellation of the charge on my card, which never actually got past "pending". The Jenson guy was a little bit smart-a$$, e-mailing me in my final contact that 'they didn't know what they did wrong', but they cancelled the charge.

    Since then, I ordered again -- no problem.

    So I believe it was a temporary glitch.

  9. #9
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    Thanks DX-MAN. When I was having problems with the last order I did call Jenson, spent almost a half hour on hold, then had the "pleasure" of talking to a rep who said in a snotty tone something to the effect of "do I need to explain this again?" or "how many times do I have to explain this to you?" He finally decided he didn't know where the money went and I would need to talk to the supervisor - I could call back tomorrow. He also did the "hello - hello" game of threatening to hang up on me rather than dealing with the problem so I know what you mean by a bit of a smart-a$$.

    When trying to find out when they were going to get around to shipping this order I had NO response to my last two emails. They seem to have decent stuff and sometimes great pricing. It's good to hear that most have had good luck with them. Maybe I will give them one more strike.

  10. #10
    Senior Member CNY James's Avatar
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    i ordered from them 2 or 3 times in Dec/Jan and had good luck. Let us know how your situation plays out.

  11. #11
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    Thanks to CNY James for the interest in how this played out.

    In summary, I ordered Feb 22 (with water bottle cages backordered and expected Feb 23) and when the order was placed Jenson's Website indicated that the order should arrive on or before March 8. The order did arrive today (March 20) and everything in the box looks good. So Jenson did get everything to me, just really slowly.

    What I'd still like to know is why 3 of my messages (including the last two) went unanswered. This is my last unanswered message: "Six days have passed and for the second time on this order there was NO reply to my last message. In my opinion it is unacceptable to not answer messages regarding an order. Once is aggravating enough, twice on a single order is a pattern.

    I just checked and it looks like everything from my Feb 22 order is now in stock. When I chose the shipping method the computer showed delivery on or before March 8. March 8 was a full week ago, everything looks to be in stock, yet it looks like it still has not shipped. Why not?

    I don't do much mail order but I did also happen to order a Magicshine battery from DealExtreme on Feb 22 (the same day I placed this order). From my conversations on bikeforums.net many of the members will not use DX because of the extended shipping times. The interesting thing is that my battery arrived from Hong Kong today with free shipping yet it doesn't appear that my JensonUSA order has even shipped. Yes, I do understand that when I placed the order the cages were backorded and expected Feb 23 but my why would a company based in Hong Kong and offering free shipping be able to get the order to my door before JensonUSA gets their order shipped?

    The clock is still ticking and we are well past the expected date - please get this order to me as soon as possible. When can I expect to see the order due March 8?"

    What I'd really still like to hear from Jenson is: "Why aren't messages being answered?" and "If I place an order again and see a date for delivery how much time do I need to add to be sure I get the stuff when I need it?"

    I don't see any point in sending my questions to Jenson customer service - they have ignored too many previous messages. Does anyone have contact information for a "higher up" individual at Jenson? If so, please reply or PM me as I would like to hear what Jenson has to say about this.

  12. #12
    Senior Member CNY James's Avatar
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    man I would be frustrated. Back-ordered bottle cages? my LBS has a box that is like 30" tall full of them, I figured that was the kind of thing that had an endless supply.

    I forgot about this thread and ordered some pedals yesterday from Jenson. I'll race you to delivery, maybe that will give you some extra ammo if my pedals come before your order. "my friend ordered pedals on 3/21 and got them before the order I placed on 2/22, what's up with that"

  13. #13
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    I like the idea of a "race" but my full order did arrive yesterday and everything did look good. Jenson does seem to have decent stuff and usually good prices - just frustrated with the costumer service of late. I would still like to hear what someone towards the top of the Jenson food chain would have to say about how order was handled. Does anyone have contact info they would be willing to share?

  14. #14
    Senior Member jdon's Avatar
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    Quote Originally Posted by labrat View Post
    I like the idea of a "race" but my full order did arrive yesterday and everything did look good. Jenson does seem to have decent stuff and usually good prices - just frustrated with the costumer service of late. I would still like to hear what someone towards the top of the Jenson food chain would have to say about how order was handled. Does anyone have contact info they would be willing to share?
    Start here:
    1-888-880-3811

    I have never called but I am sure there is a live body there you can communicate with.

  15. #15
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    Thanks jdon, but that's the number that I called when it took a half hour to reach someone who could "help", turned out to be a bit of a smart a$$, then decided I needed to call back the next day to talk with his supervisor. I know about beggers and choosers but I know that the people on this forum have tons of knowledge and connections and hope someone has the special information I need to contact someone who can speak for Jenson.

  16. #16
    Unobtanium-Based Lifeform calamarichris's Avatar
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    Now it's my turn to have trouble with Jenson.
    12/14: Ordered Dura Ace 7850 C24 CL wheels, believing they had them in stock.
    Order processed, ship date suddenly changed to 12/29.
    12/29: No wheels, no update, no notification.
    12/30: Called for status: "They should be here any day now..."
    Me: "Can you be a little more specific?"
    Dude: "Today or tomorrow."

    1/3: Called again for status: "... any day now."
    Me: "Can you inquire with your supplier?"
    Dude: "Ah... probably this week."

    1/5: My order status which has said "Shipping 12/29" for the last three weeks, has been changed to Feb 4. So they basically bumped it out another month to stop me from calling. Nice.

    Last thing I ever order from these jokers. And I hope the wheels aren't damaged, because I dread the prospect of having to deal with them further. On a scale of 1 to 10, I rate JensonUSA's customer service a negative SUCK.
    Last edited by calamarichris; 01-05-11 at 05:09 PM.
    Quote Originally Posted by EvilWeasel View Post
    Well, if you are gonna carry a snapped frame all the way home. It might as well be light weight carbon fiber.

  17. #17
    Senior Member Nermal's Avatar
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    As I mentioned, my luck with Jenson has always been good. Now I wonder if my eperience was the abberation.
    Some people are like a Slinky ... not really good for anything, but you still can't help but smile when you shove them down the stairs.

  18. #18
    surfrider
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    Kind of late to this thread. They did move their warehouse/mail order oepration last year, and I wouldn't be surprised if that screwed up some orders. Been there . . . seen that before, and it can get ugly.

    Many orders of the past few years and the only problem I've had is when they split an order in mid-December; they charged me the order's full price for both the shipments (a double charge). When I called them they fixed it while I was on the phone. Another "+" for me I live close (70 miles away) so stuff I order in the AM will usually arrive in the PM the next day (regular shipping charges).

  19. #19
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    Calamarichris,

    Keep us posted as to the final delivery date and condition. I (and I'm sure many others) am interested in seeing how this is finally handled. I know this is of little comfort while you are impatiently waiting, but I've always eventually received everything I've ordered from Jensen and in good condition. Just have had issues with their customer (non)service and delivery delays.

    Hope this thread gives Jensen a little "push" to get your order resolved. Maybe someone should send them a link to this thread.

  20. #20
    Older than dirt CCrew's Avatar
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    Quote Originally Posted by Nermal View Post
    As I mentioned, my luck with Jenson has always been good. Now I wonder if my eperience was the abberation.
    I dont think so. I've never had an issue with them. Don't get me started on Niagara Cycles though.

  21. #21
    Unobtanium-Based Lifeform calamarichris's Avatar
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    My wheels are in New York and will be in my hands this week, according to the tracking number Wiggle provided. I cancelled my JensonUSA order and ordered them from Wiggle.co.uk instead.

    If anyone from Jenson is reading this, this is how you treat customers.

    If you don't have it in stock, don't say that you do on your website.
    If it's going to take time to get them in, be honest & proactive with your customer.
    If your customer calls to find out what's going on, give them real answers, not "any day now." (After being a week and a half overdue, the guy actually told me "If you don't have them by Thursday, call us back then. THEN they kicked out the expected shipdate a full month.)
    If you tell your customer 'any day now', don't suddenly push out the shipping date a full month without any explanation at all. (I took that as a 'f*** you and go away. We don't want your business.')

    I'm ultimately glad Jenson drove me away, because Wiggle had them for $100 less than Jenson's already reduced price-match cost!
    Win-win, for me at least.
    Quote Originally Posted by EvilWeasel View Post
    Well, if you are gonna carry a snapped frame all the way home. It might as well be light weight carbon fiber.

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