Chain Reaction Cycles

Really poor customer service. We made a mistake and ordered the wrong size tyre, their return policy is difficult to follow and when our return was lost in transit we lost our money. Our own fault I know as we failed to keep the tracking number however the attitude from their customer service staff was terrible it is basically "computer says no". They didn't offer us anything, even a discount on a reorder or any sort of solution. Would never deal with them again. They did not communicate with us at all, it was up to us to keep contacting them to see if the return had arrived. Prices are cheap for a reason. No care and no responsibility.

**Warning ** I made a purchase and never received my items. Its been over two weeks. I've reached out to their customer service and only received BS scripted messages... worst experience...

Customer service by far the worst!

Bought a bike from CRC, paid $4816. 23 CAD, including shipping and duty handled by CRC. Bike arrived scratched and damaged with a big hole in the shipping box. It was a hassle to get things in order so I can start riding. Back and forth emails with the CRC staff, trip to town to get the bike fixed were very frustrating. At the end CRC didn't resolve my trouble to my satisfaction. It was way too much hassle to get things right and took away all the fun out the experience of purchasing a close to $5K bike. Based on this I don't recommend this company, and don't bother to review on their site bc they avoid posting negative experiences... that's what they did with mine...

Just ordered from the for the first time. Went this way as Amazon is out of control and is definitely not the cheapest route to buy anything any more by far. They were about $40 cheaper for two items, a stem and handlebar. On the first order, you get $20 off over $100 spent. I eclipsed that amount but didn't see that discount until after I made the purchase. They applied the discount afterwards and refunded the $20 back. Only thing that could go wrong at this point is shipping time since customer service is 10/10 and price is 10/10. I paid a little extra to have it expedited so if anything goes awry I will come back and report but otherwise it seems all good.

I ordered a Vitus Sentier VR 29 from CRC on Jan. 7,2020 and it arrived in Florida today, on Jan. 12 from DHL. Considering it's coming from the UK and it's Covid times, that's pretty impressive. It was very well packed and assembly took literally 10 minutes. The dropper post was already installed, so I just had to put on the front tire and screw on the pedals. Shifted perfectly right out of the box and everything was installed correctly.

I didn't have to deal directly with their customer service because everything went smoothly so I can't speak to that. It came with a QC check list with the employee's name who assembled and checked the bike, which is quite nice. Also came with a few little bonuses like reflectors, a bell, tube patches, and a multi-tool.

Based on my experience, I have no idea why there are so many negative reviews. I would definitely order from CRC again.

After making a purchase of a few items with chain reaction and getting a £10 discount, I started reading reviews, which got me worried. I paid for 4 day delivery, after checking my on my order on day 2 it still stated processing which got me more worried even if I was going to receive my items, so gave them a message on live chat, they responded instantly and reassured me my item would be here within the time scale. The next day I had a knock at my door it was the hermes courier with my order a day earlier than expected, all correct and packaged perfectly. A* service.

Ordered my bike 22 May 2020, payment was issued right away and came to around £600. Order status was shown as "Processing" and confirmation e-mail received, perfect. Fast forward to today (15 June 2020), no update whatsoever from CRS, had to e-mail the customer service team to ask where my bike was, waited a few days for a response to be told they don't have it in stock, even though they happily took my money for the accessories I bought with it which eventually showed up - not that I need them without a bike - they then cancel my bike order and tell me I'll receive a refund in 5 days. Customer service is a joke and after this pandemic is over they will go back to being irrelevant again. Their Vitus MTB is known as one of the best in the £500 bracket, but not worth the hassle of giving these people the money as they seem to have no consideration for the customer. I'll be shopping elsewhere.

First time, I deal with them and that is definitely the last. I wanted to cancel my order minutes after the purchase, big problem, they did not answer their phone and their Chat service is a joke it does not work, so they make it impossible for you to contact them. Then I had no choice but to email them and they answered saying sorry, it is already in the dispatch process. Are you serious, it is just a paperwork mumbo jumbo, the item has not even been packaged and not left their premises yet and they cant cancel it? All that send red signals for me. No doubt their customer service is badly left to be desired. For me, they are definitely on the never again buying list. My bad, I should have checked their reviews before jumping in.

A $400 order not received for almost 2 months now. ChainReactionCycles customer support did not do anything except sending me generic answers to my multiple inquiries in email and in Facebook. They said they are initiating an inquiry with the courier and even "escalating" (!) but they never got back to me with any information they might have learned in their "inquiries". I just applied to the courier and learned from it that the item is indeed lost, and apparently the courier was not approached until now by the sender (i. E. ChainReactionCycles) to initiate the needed inquiry. I'm now trying to recover my money from ChainReactionCycles but based on the experience thus far I'm afraid I've lost the money. They just don't seem to care or cooperate. Never seen something like that.

After having used CRC for a number of years I have found recently that their delivery of products and customer service is deteriorating. Issues being delayed or no product delivery once paid for. Items are noted in stock however after a weeks delay and further follow up they note the product is not in stock with no planned delivery. Although they supply a refund it has delayed me getting what I was looking for. The time to order and subsequent follow up is a waste; it is no longer a company I trust or plan to use.

After being offered free shipping was upset to find out the shipper Chain Reaction chose required an additional $40 (15% order total) in "Duties and Fees" to release from customs. Being time crunched to get the product I paid and contacted Chain Reaction to address. After contacting, despite advertising free shipping and duties included, they did not honor their claim requesting I spend another $40 to ship back as a return so I could then go to my local customs office and claim my $40 back. Very unsatisfying response, would treat their prices with extreme caution.

STEER CLEAR BUY YOUR BIKE FROM ANOTHER COMPANY! DO NOT USE

Awful company when an item arrived damaged they send us a link of how to fit the item and say heres a link so you can purchase it yourself! Really the bike arrived with a part that they had apparently checked? Not very well obviously and 2 parts dropped out of the end bent and apparently we have fitted it incorrectly. I do not think so. I feel anyone with similar issues to me should get together and put a law suit against the company as it is just not acceptable to send a brand new bike with broken parts and then not accept liability.
Awful awful awful
DO NOT PURCHASE FROM THIS COMPANY

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.