Chain Reaction Cycles

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.

Placed several orders over the last 6 years. Always got what I ordered and shipping was quick and reliable. Not anymore. Last order I paid extra for shoot and duties to Canada like always do but it was shipped by 'Skynet'. Guess they moved away from DHL. Anyway, package seems lost. Tracking hasn't updated for 2 weeks. Chain reaction first said to wait 5 days, then 10 days. Now who knows... Definitely my last time ordering from Chain Reaction.

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.

I'd avoid buying from CRC if you can. They often have amazing prices but generally the "savings" are inflated and don't match average retail pricing. What you save you will pay for in headaches and time spent dealing with their customer service team should anything go wrong with your order. Currently waiting for an order placed 3 weeks ago and paid for the highest level of shipping. I was told by customer service I'll need to wait 2 weeks before they hear back from their shipper. I've revived all order I've previously placed but only one order was within their listed shipping timeline.

Bottom line: if the price is right and your prepared to potentially wait for it and drive yourself crazy taking to an overstretched customer service team then go for it. Otherwise find somewhere else.

Be careful what you order from here. I ordered a set of handle bars for next day delivery to be greeted by a tyre for a road bike. I now have to wait for them to investigate to see if the stock is still on the shelf. So instead of having my product next day I have to wait 4 days.

Bought 4 items online, only one was delivered. That day, I waited almost 30 minutes for live chat to see could they give me some information on this. I was told I would hear back within 5 days when they contacted the courier and almost 10 days later I have not heard anything back from anyone.
I also tried to contact the courier, Fastway, directly which is almost impossible as all their phones are offline and their customer support is as bad as Chain Reaction.
Now the last number of times I have tried to get through to live chat it says "Live chat busy" and directs me to a page with a link to an email and phone number. But mysteriously the phone number page is "offline" when I try that too?

I ordered some cranks which were labeled on their website to fit my bike, that was not the case. I sent them back to which they tried to charge me $40 for shipping back after i cancelled my order before the shipment took off. Its been a few weeks now since ive sent them back and i still don't have my refund like they promised to give me within 5 business days. I shouldn't have to chase my refund. My first purchase here and most definitely my last. This place is going to shut down with this performance. What a joke.

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 have used CRC a considerable number of times over the years and their performance has steadily deteriorated. Delivery times are rarely met even when next day delivery is paid for and their after service has fallen to atrocious levels. Most recently a seatpost that failed within the warranty period and within the warranty service interval would not be replaced without any adequate reasoning as to why. I would strongly recommend alternative not using CRC again.

Have bought many cycle parts from here and have always arrived on time and well packaged. Recently bought two tyres but one had a slight dent in the steel bead. They immediately said they were sorry and offered an immediate replacement. That is how you look after your customers. Just also bought some more parts and they were better packaged than the bike i bought from that terrible company tredz.in all chainreactions is a great company and highly recommended.

Ordered about $150 worth of merchandise. Never arrived. After about a month i called CRC, they took my information and said that someone will call me back. No one did. Called again and they gave me an email. So i sent an email to them stating that my order never arrived. Copied the tracking details from the courier and pasted them in the email. It stated my package was damaged and then delivered to the wrong address in a different city! They sent me an email back asking if i would like a refund or the order sent again. I said refund twice, at the start and at the end of the email. They sent the package again intentionally ignoring my request for a refund. I contacted a manager about the issue. She said they will not issue a refund until they are able to retrieve the "accidental" order. It's stuck at customs and who knows how long that will take. Forced to contact my credit card company. What a waste of time. Save yourself the stress and buy elsewhere.

I was nervous with the reviews I read here, but they had what I needed at half the price of other stores. I bought knee and elbow pads, and a back protection pack. They arrived in less than a week from the UK! That was amazing in its self. The order was also exactly as described and what was ordered. I will do business with them again. Service was stellar and the price was great. Maybe things have changed with them? I'm very happy with my experience! I also should note, I paid the $6.99 for expedited shipping. Otherwise, shipping would have been free. I needed the pads as quickly as possible though.