ComplaintsforJenson USA

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  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

  04/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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

  08/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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

   

• Initial Complaint

  08/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 23, 2023 Jenson USA sent me an email offering me a $5.00 reward on a $50 order for leaving a review of a product I purchased. I posted the review and never received the reward. Then again on August 3, 2023 I received another email to review for a $10.00 reward for a review and photo of another product I purchased. I posted the review and photo and never received the reward. They dont answer my emails and their help/chat line doesnt work. They only have a long distance phone line and I live in an area without cell phone service so cant contact by phone. The rewards should be placed in my account! I kept my part of the deal and they have not. This is unfair and illegal. They also sent me an already expired 15% off next order coupon for on a previous order which they never made right.

  

  Business response

  08/09/2023

  Hi, 

  We apologize for not getting that credit into your account. Our toll free number should now be ported to our new phone system also. 

  I will process a new gift card for you. It will process back to your email. 

  I am going to add extra to the gift card for you. IF you have any other issues, you can email me here at **********************************. 

  
  Again, very sorry for the delays in getting you that credit

   

  Keep Pedaling 

  ********;

• Initial Complaint

  07/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Jenson USA is committing fraud against their customers.I placed an order for an in stock item Tuesday July 18th. Jenson USA immediately sent email confirmation. 7:50pm that same day, Jenson USA sent another email claiming they shipped the order with OnTrac and provided a tracking #. Jensons email stated I should receive the package Friday the 21st.The order did not arrive Friday. I checked the tracking number. Jenson USA purchased the shipping label on the 18th but still had not provided the item to OnTrac. OnTrac confirmed this via phone conversation.I checked my credit card account to see if the transaction occurred. Jenson USA debited my credit card on July 20th, two days after Jenson claimed they shipped the order. No merchant ships before collecting payment for orders like this. I knew something was wrong.I tried calling Jenson starting Friday the 21st. Jenson does not answer customers calls. They respond with preprogrammed text that gets nothing done. On Friday I immediately responded to their text. Jenson had not responded to me on Tuesday July 25th, so I sent another text. Jensons system sent another preprogrammed text that also gets nothing done. Customers cannot speak with Jenson employees. Customers cannot email Jenson employees. I sent another text late Tuesday the 25th demanding a refund and informing Jenson that I am filing a complaint with the Federal Trad Commission.As of now July the 26th the order has not been shipped. Jenson has not refunded my credit card and Jenson has provided no solution or effective communication concerning the issue. Jenson committed fraud against me. Jenson committed fraud against me by claiming they shipped an item they did not ship.

  

  Business response

  08/01/2023

  Hi ******, 

   

   Again, there was no fraud comitted. Your order was received. The courier was late, which is exactly what we told you, You now have the shock. After we refunded you. We spoke and I charged the card all should be well 

   

   

  Thank you 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 5th I ordered a bicycle from Jenson USA uaing their "JenPay" program, in which I authorize Jenson USA's agent "Tandym" to take the cost of the mtn bike directly from my checking account. By doing this, I was told I would get over $600 in store credit with Jenson USA. Later that evening I found out that this bike would be too large for me, so I canceled the order early in the morning of July 6th. I was notified by Jenson USA Manager that the order would be canceled and the bike not shipped. After receiving a shipping notification from Jenson notifying me of the pending pickup, I called *** and inquired about the shipment. The *** agent notified me that the shipment was canceled (as promised by Jenson). So the bicycle never left their warehouse.I was notified by *********************** (manager at Jenson USA) that he had started the refund process on July 7th and that it would take 5 business days (so my refund would be credited back to my account July *********** many emails from *********************** AFTER July 14th (the day he said I should see my refund) he states that he was "still working to get my money back", I was losing faith that they would refund my money. Why would ******************** need "work to get my money back"? The bike never left their warehouse, issue my credit and refund my money.Lastly, when I mentioned to Jenson USA that I was going to file a complaint and consult with an attorney if they did not refund my money this week, they threatened me with "Well, we can't work on getting your refund back since you threatened to take action against us".This company has numerous complaints on file with The CA Office of the Attorney General for just this same sort of shifty "banking". Now I guess mine is among them.Thank goodness I kept all the emails and bank records.

  

  Business response

  07/26/2023

  Hi ****, 

   

   Thank you for the feedback. We did take this matter very seroulsy and worked with the third party creditor to get the money back . I understand the issue has been resolved and we do give our apology for  the time it took to get the matter sorted out. 

   

  Thank you 

  Customer response

  07/28/2023

   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. This turned out to be a 3rd party issue that prevented the seller from refunding my money. It has since been remedied and I was impressed with the effort Jenson USA made to correct the situation. I will be doing business with this company again

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 22 2023 I purchased a RockShox fork for $429.99 and accidentally ordered 2 handlebars for $50 each. I only need 1 handlebar and 1 RockShox. A few days later on May 31 I took the fork, still in the box to my friends house to help install it to his bicycle. Having not seen the bike in a while we removed the front wheel and took a measurement and instantly knew the new fork had the wrong dropout dimension. No further action was taken but to only submit a return for the fork and extra handlebar that was ordered. A label was printed and off the item go to UPS in the original box used for shipping and packing. Exactly the way I received them. June 9 I received an email that says ... • The return item(s) were used and/or installed Unfortunately, we are only able to accept product that is in new condition, in its original manufacturer packaging, and has not been mounted/installed. Additionally, any items returned outside of 90 days from the original purchase date can no longer be returned.... All of the requirements were met on my end. However the RockShox fork was not credited to my account. Only the handlebar was refunded. I want the rest my refund for $429.99!

  

  Business response

  06/15/2023

  Hi ****, 

  Thank you for the feedback. the for was refunded on 6/12. After looking further into the issue, it was decided that the marks were not installation marks. Out return team did pu the refund in for you. 

  We apologize for the issues on the return. If that has not hit your account yet, it should be shortly. 

   

  Keep Pedaling 

  ****** USA Support Team

  Customer response

  06/16/2023

  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.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had purchased a bike Order#6*****1 that was not fully adjusted correctly. I got on the phone with the seller and they wanted to find a bike shop to do the work and then they were going to give me back some of the differences. I wasn't sure if it would be a coupon or a price adjustment. I found one place for $100 and they initially agreed to it in gift card but then I found a different place for $75 and they stopped responding to my emails. It has been 2 weeks since they last responded.

  

  Business response

  05/02/2023

  Hi, 

  Very sorry for the issues on this one. I will have to look into who you were working with. I will go ahead and send a gfit card for the $100.00 that was originally discussed. If there is something else I can do for you, please feel free to email me directly at *********@jensonusa.com

  I hope this helps clear the issue up a bit. 

   

  Thank you 
  

  Customer response

  05/03/2023

  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.

*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. ↩