Chain Reaction Cycles

If you are from the USA, I warn you DO NOT buy from this website at all you will be very disappointed, like the review below me you can tell that this company does Not treat their products or customers for that matter with dignity I let them know that I was very disappointed that my bike had arrived with several scratches and some items missing from it all together, these people obviously just take what they want once they open the box and send you the core bike with no accessories included. I mean i didn't even get a SE box it was just some random used box missing the sticker pack and the racing plate. Tried to request refund and their customer support is so horrible they only offered me a voucher to purchase more bad items from their store, I didn't even get started on how my bike had several scratches and paint chips Over all this company is very very bad when it comes to quality service and customer experience, aside from my "voucher" I WILL NOT be a returning customer!

I have placed the order 10 DAYS ago, it took some time to dispatch it (probably out of stock, but no info provided) since then have no idea what was happening whit my order, because the tracking number was INVALID. I was checking it every single day on a courier site, and the message was "Our Item Tracking system has not recognized the number(s) that you have entered" Then I've contacted shop customer service, they asked me to wait for courier reply. NO reply come from anyone. NOW i have received messages (separate for every single item) that: "Good news! We have safely received your returns parcel at CRC HQ and are already getting your refund ready"! WHAT (TF) exactly is the GOOD NEWS? I DID NOT RETURNED ANYTHING, I HAVE NEVER EVER SEEN IT!
I have lost 10 days (practically 2 weeks). NO EXPLANATION AT ALL, I believe the parcel was never sent out, looks like scam (even IF i will received my money back)
I HAD a big trip scheduled for this week and now I had to cancelled it!
Thank you, never again!

This is what I wrote on Trust Pilot about my experience...
The most APPALLING service I have ever had - coming from someone who has never written a bad review before. DO NOT USE THIS COMPANY! I ordered a cycle helmet from them (3-4 days delivery). After 16 days, 3 web chats (you can't speak to ANYONE AND THEY ARE TOO 'BUSY' TO CALL YOU) I have finally arranged for a refund for my parcel that never arrived. I was told I wouldn't be refunded, they wouldn't send a replacement BUT I could buy another one! I won't waste my time telling the whole story - they will undoubtedly do nothing to improve their service (I have included my order number so they can contact me) - but DO NOT USE CHAIN REACTION they are thieves! See Site https://www.sitejabber.com/reviews/chainreactioncycles.com for a more honest compilation of reviews. I am incredulous to the fact they score so highly on Trust Pilot when I would have struggled to find a more inept company. Just to summarise. DO NOT USE. Buy from someone else.

I ordered pedals, and some elbow pads. Yes pedals are one of the most important parts of a bike. Days after I had been sent email regarding the package was on the way. I then received an email stating the pedals were out of stock. And my money for the pedals was being refunded.

If I had some notice then I could have ordered elsewhere. My current pedals are broken so now I am screwed. This is also the 4th time these guys have screwed me when I have used them. They suck.

Another time I tired to change an order directly after the purchase. Even before they processed it they said straight out no, and that it would have to be sent to Australia, and then sent back. Kuntz

3 days after they sent my elbow pads...
Important information regarding your order
The following items on order CRC... have been CANCELLED and REFUNDED:

- Shimano XT M8020 Trail Wide Platform Pedals AU (sku*******, Quantity: 1)

I found a good deal with them, and decided to buy the pair of shoes I needed, because I have certain problems with size(mine is EU51). So, I tried to order them. It appeared once I selected the country it emptied my basket and redirected with to the website of theirs that was dedicated to my locale. Well, and guess what, those very shoes where available in sized up to EU49. Well I decided this had to be a mistake so I contacted support, where tech support guy told me and I quote "We work with Shimano for many years and they do not distribute any of their goods outside of Europe". Ok, I live in Ukraine, this is Europe, we do have a lot of Shimano, we have several official distributors of Shimano (SPAC, Paul Lagne etc,), and even thier very website had a very same pair of shoes, but the size up to EU49. And he ended up with "We can't send the orders from our main website "outside of Europe", use your local one". Thus, he closed the ticket monolaterally.

Then I tried to order a pair of shoes to GB(to my friend's address). Twice. And both times my payment got refunded and order cancelled without any explainations whatsoever.

I wouldn't remember that if they hadn't done something really cynical. Yesterday I received an email to review the pair of shoes I never received. I don't understand if that's a mockery or anything, but I tried to post a review, but even that was refused, because of I quote "mentions customer service issues, was written lacking personal experience, is vague or needs more detail".

Quote: "Your opinion is very important to us and the Chain Reaction Cycles community". Is it really?

P.S. I've got all postage, order history, tech support responces logs for anyone doubt this happened for real.

Bought new, sent used, missing parts.

While writing this review, I have contacted them and waiting for a reply.

I bought 2 Brooks saddles from them. One in Honey and one in brown as gifts. The brown came in a box, backboard with saddle attached, tightening tool like it should. Great. The Honey came used, missing box, board, tightening tool, and has a nice long mark in the middle of the saddle and a few small dents. There were no packing protecting in box either. Well, for sure the Honey color saddle is used, missing a few things. I contacted them waiting for a reply. If they don't response in a day or two I will try to contact Paypal or my cc. Again, these are gifts and I am not giving someone a used, missing parts saddle. I know it's used because the brown has a strong leather smell upon opening but the Honey one does not even smelling up close.

Very bad for sending damaged, missing parts, used saddle as new. I only know this because I bought two B17 saddles and had bought one in the past along with many biking friends. My first time dealing with them, we'll have to see how this will be resolved.

Oh, in case they try to say they sent both new, I still have the shipping box as it's so small and can only fit one saddle box and the used one was stuff in off the side.

Like many cyclists, I strongly prefer the independence & freedoms bicycling, specifically biketouring, especially since my mechanical skills are adequate enough to make most repairs/adjustments whilst out cycling. Naturally, my abilities have improved significantly over the 40+ years I've been pedaling, but having the right tools/parts/shop personnel are likewise just as important.
One such source was BikeNashbar, which I regularly purchased from for over 30 years, but the company was purchased/dissolved & incorporated into another whilst I was overseas, continuing "My World Upon Wheels/reTIRED World (Bike)tour". So I was in desperate need for a new (to me) reliable source to complement my fantastic Crazy Cat-Airport shoppe/techs. With today's digital access, I found CHAIN REACTION CYCLES (CRC) after some internet searching.
WOW!
My first completely secure order of tubes, rotors, & kit went through very smoothly and arrived perfectly, as promised. Not only was this incredibly impressive, but I also knew that I had found what I hope will be a life-long bicycle kit source for me. Perhaps what has made the biggest difference are the product reviews posted along with most items.
In fact, whilst researching SCHWALBE MARATHON TYRES (which have proven the most reliable for me over the past many years) one reviewer ["WYRDVANS"] had commented that he didn't think the three mm difference between 700c-32 & 700c-35 was much until he tried it, then added it to his superlative review.
It was from his written words that I altered my own CRC order as the situation was nearly identical with my newest ride (and much needed upgrade for my "ageing out"/weakening knees/quads/hams), an eBikekit-assisted CruzBike. It came fully kitted with 700c wheels, but I have since replaced the rear with a 26 x 1.5, and the front remained 700c-32. After reading the review by "WYRDVANS", I immediately measured the space between the top of my current SCHWALBE MARATHON (700c-32) and knew the fit was too tight. I altered my order for a different same-size SCHWALBE MARATHON tyre.
This Highlights the main reason why the CRC reviews are so very importantand why I myself am a frequent reviewer (albeit suffering Verborrhea). Without a doubt, I am extremely pleased with CRC and the fine company has certainly earned my coveted "WHEEL OF APPROVAL!"

Ordered a Marin rift zone 2 with a discount including all duty and postage paid to California. I was worried about all the negative reviews but took a chance. Ordered June 27 and arrived July 5 via DHL (I also Tracked it the whole way). When it arrived I was extremely worried that they sent me the lower spec'd Marin Rift Zone 1 due to the box being labeled as such and not the Rift Zone 2. Opened it up and was extremely relived that they did in fact shipped
Me the correct bike and model. Bike was packed well with good protection. The bike shifts and operates well. Took a chance and either I got lucky or management has stepped it up.

Ordered two new Tyres / Tubes. They charged for and sent six of each leaving me overcharged by £120.00.
They refused to issue immediate refund leaving me £120.00 out of pocket due to their mistake.
They are happy to hold my money for their mistake and seem to have a 'tough' attitude in so much as I have to trust them to Issue refund but they wont trust the customer in so much as issuing a corrective refund in lieu of returned item. I know this is their policy but it seems very unfair when it is their mistake.

I recently order a pair of dhb Classic bib shorts from CRC using the manufacturers sizing chart in which I was on the small side of the scale. After receiving my item and trying them, I discovered that they were uncomfortably on the small size. After contacting CRC several times and always getting the same answer that they will except my return and offer a full refund, but at my cost of $20 to return ship them. They were not at all interested in resolving my issue without additional cost to me.

They completely mis-sold an item, it was a Rockshox rear shock which was advertised as a Debonair one. Over 10 times this term was used in the description, spec and in the title. It wasn't at all, it was also taken from an OEM bike and was completely the wrong tune, this wasn't listed. Obviously this was a disappointment but mistakes happen. I contacted them regarding this and they didn't seem to care at all with just standard copy and paste replies. I was asked to return it back to them using an Asda service, the nearest of which is over 20 miles away, so a 40 mile round trip due to their own fault. All together their service is pretty hopeless and impersonal. I have wasted so much time with far too many emails back and forth and received nothing but a large inconvenience. This is a real shame because previously I remember good service and easy returns. One to avoid now. Still yet to receive a refund.

Ordered some Clark's brakes for my sons mountain bike. Before I fitted them I decided to remove the pads to see what type they are. The screw pin with the hex head was that tight that the hex head rounded. I tried the pin on the other calliper but didn't use as much force as this would've rounded off too. I thought I would leave that one so that they could see for themselves that it was not right. Well after emailing photos and warranty form to them they just came back with "you must have used the wrong size hex key so warranty is void" I can assure you that as a service engineer for 30 plus years I definitely know my way around a set of allen keys. And incidentally my Allen keys are snap on and not the pound shop multi tool that they gave me when I bought my wife's £500 qube bike 3 weeks ago. I've not even had a reply to my last email so I've ended up here leaving this review. It's not the only place I'll be leaving feedback. All this for some £60 brakes.

Read the reviews on returns with this company not just here but on their Yelp page, bikeradar and other spots. You'll see quickly that they do what they did to me often and to everyone which is they give you a fake tracking number when you return something to them and then they tell you it's lost in transit and you have no way of tracking it because you've been given a fake tracking number. If you try to deal with their customer service people they'll just continually ask you the same questions, please provide this number, please provide a copy of this, please tell us what you ordered from us and when. I gave them all that information several times and each time that I've asked them where my refund or my product is I get asked the same questions again. If this isn't thievery then someone please define what that is. Stay away from these people you'll regret it there's a reason why they can undersell anybody, they're selling products that were returned to them and no refund given so yeah you can sell it for half price that way.