Jenson USA Reviews

Ryan was awesome up to, through, and post sale...picking the right bike/accessories and making sure i got it in time for an mtb adventure trip! Being able to communicate via text, always with quick reposes was amazing and a service level differentiator. He is also a nice guy, and fellow rider that gets it :)!

Date of experience: September 10, 2024

Recently purchased a Jenson build Santa Cruz Nomad - xt build / fox 38. The price was easily $1750 less than SC sale price for S build. The Jenson sales team was very helpful , sorting the order , no problem to customize parts , shipping was exactly as expected. The bike has been great - my 10th Santa Cruz - and ready to ride on arrival. All components are very good , the fox 38 fork was actually better than on S build sold by SC. An unexpected bonus gift card for $450 arrived shortly after purchase. Highly recommend ...!

Date of experience: June 10, 2024

Just a great experience I purchased my first mail order bike for my son a Kona. 29. And he loves it easy to assemble. Every thing works as advertised and a good price I have been cycling over 40 years and know bikes have three myself just a great company to deal with free shipping don’t mind the wait to New York

Date of experience: September 03, 2024

On this date, September 15, 2024 – advertising appears on to be on Duck Duck Go in the name of Jenson USA titled "Body Glide Body - All-Day Protection." Body Glide® is a registered trademark of more than 25 years. The ad appears written to attract shoppers for Body Glide brand and products to visit Jenson USA. On information and belief, Jenson USA does not stock and sell Body Glide. The Jenson USA site search feature appears to use the Body Glide" name to draw shoppers to other products. On information and belief, the cited Jenson ad is false and misleading, and Jenson is directed to immediately remove such advertising and the Body Glide® name from the Jenson USA website.
Body Glide, Bellevue, WA USA

Date of experience: September 15, 2024

Second purchase from Jenson, this time a Salsa Warbird Rival AXS for half the current discount price on Salsa’s website. And Jenson’s customer service is as good as it gets. Bought the bike on a Wednesday, delivered on Friday of the same week. If you are in the market for a new bicycle check out Jenson first.

Date of experience: September 11, 2024

I've been riding MTB for about 4 years now, but I'm not the type that knows every little detail about my bike like what parts, geometry, etc. I am also not very handy so doing my own repairs and swapping things out aren't high on my list. I wish I was better at it, but I'm not. I say this because the Gear Pro I had(and all the others before him) was SUPER patient when answering my questions, rephrased his questions back to me so I better understood what he meant, and found the parts I needed at a good price. One Gear Pro even recommended another retailer when Jenson didn't have what I needed. That's taking care of your customer and why I come to Jenson first when I need gear.

Date of experience: August 28, 2024

Purchase was simple and easy. Tires should up on different days vs together which would have been ideal. Nonetheless it all worked out and the new tires are perfect.

Date of experience: September 05, 2024

i bought an inexpensive part and the Jenson rep took his time and researched the best possible options for my purchase.The order arrived lightning fast, within 3 days. I will certainly purchase from Jensen again,
very pleased i felt like my questions were answered and my concerns valid

Date of experience: September 05, 2024

Online website is easy to navigate and intuitive. Product description/information was accurate and helpful. Purchased a new mountain bike and it was delivered promptly and arrived almost ready to ride - just had to install front tire and handle bar. I’ve just got it all dialed in now and I’m loving my purchase. I would recommend Jenson for all of your mountain biking needs.

Date of experience: September 01, 2024

Jenson simply has the best price and customer service of any bike company. For years, Jenson has been my go to for parts, gear, and apparel. Even when others have blowout sales, Jenson still has the better price. When I've had specific questions about products and one time even wavered about which item to purchase, their customer service takes the extra time to personally assist. And returns are just as easy as Amazon.

Date of experience: September 09, 2024

I ordered a Santa Cruz HighTower in size medium, blue. It was the last unit of this build spec/size in stock. During the assembly process, they discovered a cosmetic blemish on the down-tube. It was not a structural defect, but the Jenson crew immediately notified me via email which included pictures to detail the blemish. They even offered me a $200 gift card to compensate for the issue even though the damage was a result of improper packaging not on their part.

Jenson was extremely professional, transparent and more than willing to make things right on their end. The team went above and beyond to provide the best customer experience possible given the circumstances.

Ultimately, I decided to cancel my order mainly because I’m spending a substantial chunk of cash on a new bike. I want it to be perfect so I can protect it with Ride Wrap.

This experience is in no way Jenson’s fault. They did everything to try and make the situation right. I greatly appreciate their help and will absolutely be continuing to use their services for all future bike components and builds.

Thanks Jenson! You guys rock!🤙🏻

-Ian Lane

P.S.
I found the same exact bike locally so everything worked out in the end, but Jenson was still a few hundred bucks cheaper.

Date of experience: September 09, 2024

Best place to get your bikes and parts! 🚲 They always have the best deals online. Scott was great! I always dealt with him and he goes above and beyond to make sure the customer gets what they need. I particularly like the good discount and fast shipping. I placed my order at around noon and it still shipped that same day. #greatservice

Date of experience: September 12, 2024

This experience reminded me of why I started ordering from Jenson USA in the 90’s. Quick confirmation, well packed, and at my door in a couple days. The USWE Outlander Pro hydration pack is everything it claims to be, thus far I’m very pleased.

Date of experience: August 29, 2024

No exchange policy. They make you return defective product and you have to buy another while waiting 5 days to get your money back on the first defective item. When I ordered replacement item in the store lobby it wasn't on sale any longer and they wouldn't honor it.

This was after they got the shipping address wrong (due to an online form glitch) the first time and sent the item to their own warehouse instead of my home. When I got there (to their location) they gave me a hard time and made me wait until I finally ran out of time and had to leave. About 30 min after I left I got a text saying my item was in their locker ready to be picked up.

The savings just wasn't the hassle.

PS the tire was defective wobbly and the tread blocks didn't align. Maxxis DHR2 120 tpi 2.6"

Date of experience: September 05, 2024

Awful experience. Could NOT get the bikes I had money for, that were in stock. Broken payment system. Tried for a week. They kept cancelling my order. Then of course all the parts for the bikes I ordered came. So I had to return everything I bought for the bike builds. Will never, ever, ever buy a bike online. Will never use Jenson again. 30 year biker, mechanic, will never use Jenson

Date of experience: September 04, 2024

Lately, when I call it's hard to get a live representative on the phone. Usually, you have to leave a message or text and they contact you back within a day or two.
Today on my second call the representative answered and was able to help me with a return and emailed me a return label. Additionally he was very helpful in helping me order the correct product and saved me some money with it as well.
Overall, very satisfied with yesterday's customer service.
I only wish they had more representatives to answer phone calls instead of relying on the messaging system.
Five stars to the person who helped me yesterday I forget his name.
Three stars to the system in place at the moment.

Date of experience: September 10, 2024

Max.
Purchased a gift card Aug 30 for my dil, which was refunded a couple of days later with no explanation. Calls to Cust Srvc line were forwarded to texts, with no response in the promised 24 hours. Finally on SUNDAY EVENING (arent you guys officially closed on Sunday?), Max calls me, explains many sick reps, and he steps me thru another try with a CG using a CC (not PayPal), and IT. WORKS.

The followthru was the best part. Tuesday, dil still hadnt received the GC, so I texted Max. He checked stuff and said it looked ok, and she should check her spam folder. If not there, he said he'd re-send. Many txts to dil, and YES! in the spam folder! Happy ending. Max is a very patient man.

Date of experience: September 08, 2024

After receiving my parts and installing them I discovered that the part was faulty. I contacted customer service and they reassured me a refund and provided a return label. I have to admit that I would not have blamed them for refusing a full refund because I had installed the part and cut cables to fit but they refunded in full and paid for the return shipping. I couldn’t be happier except for having to wait a couple extra days for replacement parts before I rode again.

Date of experience: August 23, 2024

Product description was informative. Placing the order was easy. No hidden surprises or fees.
Products arrived on time and in good condition.
What more could you ask for?

Date of experience: September 02, 2024

My experience with Jenson has been amazing from ordering a bike to parts. I worked with Bobby multiple times and can’t say enough good things about him and his knowledge of the bike industry.

Date of experience: August 30, 2024