Jenson USA
Reviews and Complaints

I sent an email as*** if they had any disc chris *** hubs in the color I wanted. I was told they had a front and maybe a rear. I said please check because last time I was sent two non disc hubs when I needed disc hubs. I get an email from Joey as*** for my phone number. I give it and he calls me. I again say it has to be a disc hub. He says def we have a front I'll check on the rear. We BS a little bit on bike parts and he said he will let me know. I get an email later that his parts dept is still checking. The next day he calls me and says they have a front like I want but the rear they have is 130mm rear spacing disc qr, and I wanted 135. I said that this is not possible and its probably a road non disc hub that I returned last year. The 130 disc spacing does not exist. He says it does. Whatever, send me the front disc hub. He does and I get it and its a non disc hub. I email him telling Joey this and I want a label to return it. No response. I email again and I say I cannot start a return online because the website won't let me. He says send me a screenshot. I do and I hear nothing back. I submit a ticket writing this story out again as*** for a return label. Still nothing. So right now I've been charged for something I do not want and Jenson will not send me a return label.

Buyer Beware. I have been very disappointed in Jenson USA service department. To start they never answer the phone so unless you have hours to waste register complaints and issues on line and you may get a call back. Even then you are on your own to buy parts and fix problems. I bought a Niner bike from them and the hanger bar broke of after about 3 min of riding by my 100 lb. daughter. Luckily she was not hurt. Best I can tell when the hanger bar sheared off the chain wrenched the derailleur and mangled it bending it into the rear wheel bending it. I have spent the follow weeks dealing with many of JensonUSA staff with little or no satisfaction. First we dealt with Spencer who told us to order the wrong hanger bar. This set us back about a week. Since Jenson didn't have the part in stock WE HAD TO ORDER A REPLACEMENT from Niner understanding Jenson would reimburse us for the cost. Then we realized the derailleur was bent and unserviceable. Jackson Stall sent us a new derailleur FOR US TO INSTALL AND HAVE LOCAL BIKE SHOP SERVICE FOR PROPER INDEXING. I was told I would be reimbursed for the service charge from the local shop. When we received the wrong hanger bar WE HAD TO ORDER ANOTHER ONE FROM Nine bikes since Jackson Stall told us the Jenson USA didn't have the correct hanger bar in stock. I was told I would be reimbursed for the correct hanger bar. When we finally got all the parts I WAS ABLE TO ASSEMBLE THE HANGER BAR AND DERAILLEUR. It was then we realized the rear wheel was bent. After I sent Cameron Casner a video showing the wheel is bent he requested additional videos at different angles...really?!?!? Spencer F. at Jenson USA has offered to reimburse us for the cost to have the wheel trued. In the mean time I HAVE TRUED THE WHEEL MYSELF SO THE BIKE IS FINALLY RIDABLE. Two weeks ago I sent the receipt for one of the hanger bars to Jackson Stall, but have yet to hear back form him. In the mean time I sent the receipt to Jenson USA's warranty department. Today I received an email from Keith James asking me for emails proving Jenson agreed to reimburse me for the broken hanger bar. I sent him many of the emails requested for the broken parts and bent wheel. If I wasn't before I'm am clearing getting jerked around now. The local bike shops are very busy with new bike sales, so we made an appointment for late June in just to the bike serviced. We will send receipts then. So far this bike has cost me over 20 hours of my time to get it ridable AND I HAD TO BUY THE HANGER BARS, INSTALL THE DERAILEUR, AND TRUE THE WHEEL TO FIX IT. Hanger bars are not that expensive. Jenson USA has spent a few hours helping me out with no end in site. Certainly their time is worth more than the cost of two hanger bars with a derailleur and wheel truing service. If so, then why is JensonUSA jerking me around? Wouldn't we all rather be riding bikes? At this point I am a very disappointed customer of JensonUSA. I don't understand why Niner would want JensonUSA representing them.