Chain Reaction Cycles

I would like to share how bad my experience was with chain reaction cycle. After I ordered a carbon wheelset of relatively high value (800+$), they were shipped with all accessories missing (hub adaptors, quick release, rim tape and carrying bags). These accessories were clearly included on the description of the product. I opted to have them ship me my missing items, but they were not able to do so. I then decided to return the product. They set up pick up for me after lengthy online chats and after they received back the product I was then credit only about 80% of the amount that I paid for. I emailed them numerous to refund my the complete amount. Every time I get an answer the amount is unsatisfactory and changes depending on who answers the email. It has been over 6 weeks now and I still dont have a complete refund. It is also to be noted that they do not have any sort of phone number to be able to talk to a customer service agent. All these painful communications were done either by online chat or email with very long delays between responses. I would strongly advise against buying anything from this company. You think you might save a few dollars, but in the likely case that their is a problem with your order you will pay highly in patience and time to try to find a solution!

After over a month they still weren't able to assist. Obviously wouldn't make a refund. Worst service I've ever experienced!

We ordered a Vitus Nucleus 27 bike priced at $1300 for my son that had WTB tyres which are supposedly for use as a "Mountain Terrain Bike" as mentioned on their website. Beware warranty terms are very misleading and unreasonable although it says "full 365 days" refund but fine print excludes the tyres. My son sparingly used the bike for evening time rides at the park. The rear tyre had a 1 inch long puncture when he had a minor hit a road side kerb. We were very surprised that what is sold as a Mountain Terrain Bike with WTB Trailboss tyres could go burst on a minor roadside kerb. They refused to replace the tyre and stated that it is not covered in the warranty.

Brought a Vitus men bike and was going good until I needed a frame part... long story short if you can't find or have your sales reference number you can't buy the parts as they keep them for warranty claims which they say the bikes have a five year warranty and they can clearly see which year and model you have when you give them the frame number stamped on the bike! Now I have a useless piece of aluminium sitting in my shed as you can't buy the piece anywhere! Thanks Chain Reaction Cycles for nothing

I purchased a Selle Italia saddle which turned out to be defective. SI products are usually high quality but things can go wrong in the production process. I wonder if Chain Reaction buys items it knows are defective at very low cost and then sells them on-line hoping that their customers won't notice or won't do anything about the defect. After much toing and froing I did receive a credit for the defective item which I then used to place another order. After 40 days I had still not received my package so made the requisite enquiries. CRC sent my package to a courier which, by its own choice, is not delivering to my country (despite the fact that it is a UK territory)!

CRC's response - the courier will deliver my package when it can! They clearly couldn't care less that this could be months, maybe more than a year, maybe never. I requested a credit for the goods I purchased given that in all likelihood I will never receive them as I will be moving soon. They are refusing to credit my card. As far as I'm concerned CRC's actions are tantamount to theft.

As another reviewer said, this is indeed "A good company gone bad". It only takes a short time for on-line retailers to meet their demise when they act like this so as I said, I expect CRC will be gone soon. Be warned - do not place any orders with them.

Parts were ordered in 9/25/20 and never received them till today (10/14/20 Paid for 2-4 days shipping) and only one part showed up cracked and damaged with a small gouge inside of it. The second hub did not arrive. We paid for expedited service and it arrived three weeks later. DHL. IM DEMANDING REFUND ASAP. I need to speak with someone asap. This is totally a huge let down to me. Will never do business with them again! Super Pissed. No phone service either and no response to claims.

My order made it to Canada via Skynet who passed it off to UPS in Toronto. From there the bike parts disappeared. The service was terrible with Skynet acknowledging that the package was lost, tracking showing it as undelivered, and Chain Reaction insisting that the package had been delivered. After 4 months I finally received a full refund. I have been a loyal customer of Chain Reaction for years but Wiggle ownership is now destroying the business.

They indicated a 4-5 day delivery on prepaid shipments which included duty and broker fees to Canada. Ordered the products September the 13,2020. It is now September the 25,2020 and the shipment is no where in site. They used SkyNet as a carrier out of England which looks like a 3rd party provider unlike UPS, DHL or FedEx.
Not the way to go for International Sales. Tried contacting SkyNet without any success. Its was a small purchase 2 Tires.

I ordered a bicycle frame from CRC for $2,800 CAD (including taxes and shipping) which was delivered quickly. The problem was that they sent me a different frame to the one I ordered. After spending several weeks explaining this fact to them they finally agreed to refund me the full amount however when the refund finally came through it was only $2,400 CAD, or $400CAD less than they had taken from my credit card. This is extremely frustrating as THEY made the error. I shouldn't be liable for ANY costs.
Its also very frustrating that you cannot actually speak to anyone and each time I have replied it goes to someone else who is unfamiliar with the case.
Very bad customer service!

Chain reaction gave me zero help when I ordered a bike from them and ran into problems. After two weeks my back never showed up so I called DHl Wondering what happened. It turns out CHR did not pay for the duties. I emailed them and five days later they told me I'll have my bike in two days. That was about a week ago I still don't have my bike. Long story short they use DHL which is a $#*! company. I hope they go out of business I haven't had my bike in almost 3 weeks. I'm having to Drive five hours just to pick it up to ensure I get it. On top of that DHL hires people who can barely speak English. I could never reach chain reaction by phone or by the Chat Hotline. I guess you get what you pay for!

I ordered an Osprey child carrier from this company, which I must say is fantastic (the carrier, NOT the company). Unfortunately the carrier had a mirror missing which I reported to Chain Reaction Cycles within 2 days and heard nothing. Upon contacting them again to explain the missing part, I was told that I should have checked the order and told them within 3 days of receipt! Also in their email they said they are not sending any missing item to me, basically it is my problem that an order has missing parts. Their email also said they take product issues seriously...
All in all a contradictory dismissive email from 'customer service.'

This is how Chain Reaction Cycles deliver your brand new bike. Packaging was poor enough for the lever to poke through from the inside and get damaged. Chips out of the paint that can only have been there BEFORE packaging. And a hub that had been put together incorrectly and a locking cap threaded so the hub had movement. Now before I get blasted I'd like to say that I bought the bike as a brand new item. Although I don't expect my bike to stay in new condition I do expect it to arrive that way. I also know they do not have stock to replace the damaged bike as every bike shop is short of stock. I have had the hub repaired by a friend as local bike shops are so busy I didn't want to wait weeks before riding the bike properly. I contacted CRC with my issues and hinted at a 10% discount refund to soften the disappointment of new bike day. They have offered to pay for the repair of the hub up to £30 and only with a receipt (impossible unless I wait two weeks for a repair and subsequently to ride my new bike). And offered £80 in vouchers. It's not far from what I expected to get to but poor customer care will keep me from buying from them again once I have spent the vouchers. Feel free to make up you own mind if you would buy a brand new damaged bike with a 5% discount. I won't again and if there were stock available readily elsewhere I would have returned the bike and never bought from them again. Poor very poor.