Complaints

This profile includes complaints for Jenson USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jenson USA

  1615 Eastridge Ave Riverside, CA 92507-7111

  
• 

  Jenson USA

  2410 Wardlow Rd STE 109 Corona, CA 92880-2892

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to purchase a bicycle 3 times and each time, after 4 days, Jenson cancelled the order with zero insight as to why. The card has more than double the total of the order so its not a balance/preauth issue. Its being shipped to the billing address associated with the card. The email they autosend to notify of the cancellation is from ***** **** and tells you to email him if you have questions, but if you email him, you get an auto reply saying hes out of office til july 7th. No one answers the phone if you call and no one replies to emails. Its crazy.

  

  Business Response

  Date: 06/24/2025

  Hi

   The screenshot you sent me is showing to contact ***** ******. You can also email us here at *****************************************************. 

  I will email you directly so we can take a look into the issues 

• Initial Complaint

  Date:04/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shipped a bike box. From Jenson USA Bike Shipping. On February 1, 2025. The package was never received. They never resolved the issue. Its been since 2/1/25, the *** package was lost and we paid for shipping protection and as of the date of this complaint, have failed to honor claim.

  

  Business Response

  Date: 04/25/2025

  This customer purchased a *** shipping label through Jenson Bike Shipping and added shipping protection to their shipment of up to $2,000.00. *** shows this label was used and delivered a package with items that were missing the bicycle. The customer reached out to us about this and we submitted a claim to *** on their behalf. We asked for documentation and photos of the package sent -- specifically a photo of the bicycle box with the label adhered to that box. The customer has been unable to produce this photo as required by ***. Instead, the customer informed that they emailed the label to the *** store where they dropped off the items to ship and the *** store printed and adhered the label to the box. Still there is no documentation of this as required by ***. We've asked the customer multiple times for this and the customer does not have the photo.

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 3000+ dollar road bike from this company. The bike arrived defective, and I've been battling with them to get a warranty for it. They are:1. Refusing to reimburse me for money I spent to find the issue on the defective bike they sold me (receipt provided)2. Asking me to spend even more money to fix the problem, without reimbursement 3. claiming the issue is user error and "too vague" despite a professional identifying the issue as a defective component I have a very, very long email chain I can provide of the ridiculous back and forth and their stubbornness with providing warranty for a product they sell. If desired, I can compile and send it.

  

  Business Response

  Date: 02/13/2025

  Hi, We apologize for the issues with the bike. It looks like the warranty claim has been filed. The original part needed has been sent. If you have any other questions, you can reach out to our Warranty team or email me here at **********************************

  Customer Answer

  Date: 02/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *******
  
   
  

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Regarding Delayed Refund After Product Return Jenson USA I made a purchase on the Jenson website on 11/28/24. However, due to significant delays caused by the shipping company contracted by Jenson, my order was not delivered within the promised timeframe. On 12/10/24, I contacted Jenson via email to inform them that my product had been stuck at the same location for several days and that the maximum delivery date had already passed.Jenson USA responded to my email and stated that they would issue a refund, which was processed shortly thereafter.Unexpectedly, the product was delivered to me on 12/16/24. I informed Jenson of the delivery via email, and they responded that, since the product had been delivered, they would recharge my debit card, which they did on December 17, 2024. On the same day, they also offered me the option to return the product free of charge and receive a refund again as compensation for the inconvenience caused. On January 8, 2025, I requested the free return label and returned the product as instructed by Jenson, with the understanding that I would be refunded upon receipt of the returned item. The product was delivered back to Jenson USA's warehouse on January 16, 2025 via *** (1Z46793Y9028019935), as confirmed by tracking information. Jenson informed me that I should expect my refund within 7 days after the product was received. However, this timeframe has passed, and I still have not received my refund. I have contacted Jenson multiple times via email, but their responses are slow and unhelpful. On two occasions, they requested additional 7-day extensions to process the refund, but neither deadline was met. As of January 29, 2025, I have not received my refund, despite having returned the product according to Jenson USA's instructions. I request that Jenson immediately process the refund for the returned product, as promised. I also request an explanation for the repeated delays and lack of timely responses.

  

  Business Response

  Date: 02/05/2025

  Hi, We apologize for the delays with your refund. I have been working with our billing team to see what caused this delay. This is not a common issue.  

  The refund should have processed back to you now. You can email me directly if the refund has still not processed. **********************************************************. 

   

   Again we apologize for the issues you had with this order. 

  Thank you 

  Customer Answer

  Date: 02/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a DVO Onyx Single Crown 29" Fork Blue, 180mm Travel, Boost ITEM # FK001076, order number ******* on November 17th, 2024 for $499.00 from ****** ***. I received the bike suspension fork on November 20th, 2024. I removed it from the box and installed it on a bike. I sat on the bike and noted that the suspension fork was defective (The travel is extremely sticky. Not normal!). I emailed ****** to tell them I was returning a defective suspension fork. They received the returned suspension for on November 25th, 2024 and determined that the suspension for was used and would not provide a refund indicating that the suspension for will be returned back to me. The for has not been used. Installed only!!!! I do not want and cannot use a defective fork. I have already replaced it with another suspension fork.

  

  Business Response

  Date: 11/26/2024

  Hello, for this one I will make an exception. I have instructed our return team to process the refund. 

  Customer Answer

  Date: 11/27/2024

  Thank you for taking the time to respond! Much appreciated. I will close the BBB case once the refund is in our account.

  

  Business Response

  Date: 12/10/2024

  Hi, 

   I am not sure my original response went through. You should have received a full refund for the fork that was returned. Please let me know if you have not received the refund 

   

  Customer Answer

  Date: 12/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *********
  
   
  

• Initial Complaint

  Date:05/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******************* 4307 sin Vista Ln *********** Texas Jenson USA I am writing to you regarding the purchase of an Orbea Oiz bicycle that I made on April 29, 2024, for a total of $4350 Unfortunately, I have encountered several issues with the bicycle and the additional services I contracted, and I hope you can help me resolve these issues.First, I paid for the wheels to be made tubeless and for a $100 gift card, but neither of these items were delivered. Additionally, the bicycle has several manufacturing defects, including problems with the suspension and screws that loosen and fall out. I am attaching photos and videos documenting these issues, which suggest that the bicycle was not new at the time of purchase.I contacted your customer service team to request a return and a full refund for the bicycle, but I was informed that a return could not be accepted because the bicycle had been used. However, it was necessary to use it to identify these defects.I request the following:1. **A full refund** for the bicycle, as it does not meet the quality standards expected and paid for.2. **Delivery of the $100 gift card** that I am entitled to.3. **Refund or compensation** for the additional cost I paid to have the wheels made tubeless, which was not done.4. If a full refund is not possible, I demand **a replacement bicycle** in perfect condition and the complete repair of the current bicycle at no additional cost.I trust you understand the seriousness of this situation and will act quickly to resolve these issues. Otherwise, I will need to take further steps, such as filing a formal complaint with consumer protection authorities and considering the possibility of legal action.I look forward to your prompt response to resolve this matter amicably.Sincerely,*******************

  

  Business Response

  Date: 05/22/2024

  Hello ******, 

   You have been in constanct contact with your Gear Advisor, I do not know why you need to threaten on here. You were given a refund for the tires. you were given a 100 dollar gift card. if you do not have the gift card number, please ask your advisor. We have been in contact with the dealer for the parts you have needed. We can put any part through warranty, or work something out through the conversation you have had with the advisor. 
  You have had the bike for over 2 weeks, and did not contact us until 5/20.Our return policy is clear that we will not take a used bike back for a full refund. We will work with you on a solution, as we have been since you contacted us regrading the issues. Please contact your Gear Advisor.

• Initial Complaint

  Date:04/30/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an oder for 4 Items. One was a large Mountain Bike Suspension Fork. I got a tracking invoice saying all 4 items were shipped in the same box. When the items arrived the Suspension fork was not present. And the box was very tiny smaller then a shoe box. Now i am missing the Suspension fork and *********** is not answering their phone lines.

  

  Business Response

  Date: 05/01/2024

  Hello, we apologize for the issues you are having with this order. It looks like someone did reach out today. Please let us know if you would like a refund, or a replacement sent out to you 

   

  Thank you 

  Customer Answer

  Date: 05/01/2024

   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.

  Jenson USA did reach out.  They are sending me a New Fork.  They were very helpful.

  hopefully it arrives and is the correct one. 

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Jenson USA ******* for bicycle parts on 10/01 using their Jenson Pay via Tandym. I returned the parts and received confirmation of receipt on Thursday, November 2 stating the incorrect refund amount of *******, leading me to believe there was an error in processing. I attempted to reach them many times via chat (*********** time promised) and phone with no luck. Today on Nov 8, I still cannot reach them for a resolution and have not seen any type of refund. I am aware of their 10 day refund processing policy, but I am frustrated that I cant contact them by any means to find out why the stated refund amount is incorrect.

  

  Business Response

  Date: 11/21/2023

  Hello, 

   Tandym is a third party processor. We received your items and put in the refund. I will include the invoice to show the refund was processed on 11/1. there is a processing time that could be up to 10 business days. Tandym can also help you with these issues, It is not an internal program, It is like a cc with rewards 

   

  Thank you 

   

  Customer Answer

  Date: 11/21/2023

   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.

  The main issue I had with Jenson USA is the mismatched amount of refund leading me to believe I had been over-compensated. I could not get into contact with them in any way for a week. Since then, they have finally contacted me and resolved the issue. I will be a continued customer and do not hold any hard feelings since they made amends.

• Initial Complaint

  Date:09/18/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bike bottom bracket on 9/15/23. It was immediately shipped out and on 9/16/23 ****** says they delivered it to the address. However this is a business address which is closed on Saturdays. It says it was signed for by M ****, I asked around the office to see if any of the Michaels were in on Saturday and received a package ad they all said they were not. I tried calling the business multiple times, and multiple text messages but they fail to respond.

  

  Business Response

  Date: 09/19/2023

  Hello, 

   We apologize for the issues with your last order. I have initiated a full refund for the order

   

  Thank you 

• Initial Complaint

  Date:08/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Agrege la garanta extend en dos artculos que compre con ustedes hice mi reclamo fcil mente y extend me mando dos tarjetas virtuales pero cuando intento pagar con ellas en la pgina de jenson me dice que hay un error me gustara que me dijeran como puedo usar las tarjetas para pagar en su pgina web

  

  Business Response

  Date: 08/28/2023

  Hi ******, 

   

   Very sorry you are having issues using the cards supplied to you by Extend. I will need a little more information regarding the cards to get your order placed. Are they Jenson USA gift cards?

   Please email me directly at ************************************ I can give you a hand getting the order placed. 

   

  Keep Pedaling