Chain Reaction Cycles

Very disappointing. Order was for a saddle as the rails on my one had broken. CRC promptly despached my order. No issue there.
Now to the problem... The courier (hermes) had my order 5 days in transit and then for some reason when the order was at my local depot (only twenty miles away!) three days on the trot hermes cancelled the delivery after notifying me several times that my order was due to be delivered at a stated timeslot.

When I contacted CRC to complain all they offered to do was contact the courier and ask them what the problem was. This they said could take 5 days or more! When I asked CRC to cancel the order and have the order returned and send me out a replacement to let me get back on my bike they refused. That is not our policy they said.

What happened to good old customer service CRC? My contract was with you and not the courier. I should not be inconvenienced by the couriers failings. Why did you not do the proper and decent thing and make me a happy customer and send off a replacement?

This is what it says on CRCs website.

"CRC exists to deliver a world class shopping experience to cyclists around the globe, offering the lowest prices on everything you need to feed your cycling habit, and delivering directly to you with no fuss."

It then goes on to say...

"Fast Delivery We work around the clock to dispatch your order quickly and then pass your goods to the best carriers in the world."

30/9/21 I still don't have my saddle

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!

Ordered some items for Christmas. They were shipped with Skynet and they arrived in Canada in 2 days. The package was then supposed to be transferred to Purolator, who never received it. Tried to track it - no success. Asked them to reship and they told me one item was out of stock and was cancelled. I asked them to just replace the item with a different one and either refund or charge the difference. They said that was not possible (huh?). I just gave up and cancelled the order. From now on I will order from Jenson USA.

Ordered a bike and pedals that were in stock on their website using the CycleScheme. Was later told it wasn't in stock, only a different size, this was via email at around 7:00 at night. I said i would go for the larger size, but after investigating further, the larger size was not going to be suitable. I asked them to cancel the order before they redeemed the CycleScheme voucher. As they don't reply to emails until out of working hours, I stupidly assumed cancelling the order wouldn't be an issue, and proceeded to order the correct size from another supplier. But no, they proceeded to redeem the voucher and email me back after ignoring what i had said and deliver the bike anyway, to the wrong address, and the pedals would be delivered separately, also to the wrong address. Luckily i managed to stop the bike delivery, which was on its way to the billing address, not the delivery address specified. I have had to call the other supplier who has built my correct bike, and they are keeping it for me until i can sort out what to do about the CycleScheme voucher. So in a nutshell, Chain Reaction don't reply to emails during the day or they don't even read emails, they don't keep their stock up to date on their website, the send pedals via a different courier to the bike (surely it would be easier to put the pedals in the box with the bike?), and they don't read orders correctly and send your items to the billing address rather than the delivery address. If you want a new bike, for goodness sake use someone else.

After contacting customer service via e-mail, and getting a response very quickly,
I ordered a Selle Italia MAX Flite Gel Flow saddle from them last Friday, September 24th. It arrived at my home, in New Jersey USA, the next Thursday, September 30th!

Here are the details:
Date Ordered Order Number Order Status Order Total
23 September, 2021 CRC*******646 SHIPPED $80.99

First time I tried to oder knee pads through them. They never arrived even though they said they were delivered, CRC told me to deal with shipping handler. It was a huge headache, never got my money back. Second attempted purchase, carbon handlebars. Arrived, I noticed a flaw in the carbon that went all the way through the bars. Unfortunately I installed the bars before checking them because I'm an idiot and it was my first experience with carbon. No refund because bars had already been installed. F*** me. Should have stopped here. Ordered the same bars, thinking it was probably just a fluke that they were damaged. Same bars arrived and they also were damaged already and came in a weird box with no instructions, stickers or anything else that the first ones had in the box. I returned the bars yesterday, we'll see if I get my money back. Although the prices are tempting I will never buy from this company again. O didn't believe that all three of my purchases going poorly is merely a coincidence.

They have abysmally dropped the ball on TWO orders in a row placed within the same month.

One package was a set of wheels and tires, (ONLY THE TIRES SHOWED UP) AND the other order is a expedited order of bars and brake cables.

The wheels were ordered 3 weeks ago, lost twice in mail, had delivery date changed twice, and only the tires showed up with packing slip claiming wheels were in box... They weren't.

Second order was expedited, that was over a week and a half ago, never left their warehouse as far as i can tell.

No refunds so far on either.

Over 100 emails sent on my end and they haven't offered to help at ALL.

I have recently bought a 2015 661 Evo AM MIPS and was happy with the purchase until I recieved the product and found out it isn't what i was expecting. I have been using 661 for years and is quite familiar with their products. As soon as I took the helmet of the boz I immediately notice how different the strapping material is and it also does not have the fidlock magnetic closure system,(the box says it does) which is a standard feature of the helmet. Upon further inspection I noticed it didn't have the usual markings/stickers you would see on a 661 helmet. I emailed them and they insist they sent me the correct product and that they dis not advertise the product as having the Fidlock Closure System which just doesn't make sense because it is a standard feature on 661 Evo AM and it is printed on the box. I have not heard from 661 so I just decided to return the item and get all my money back. And hopefully it will turn out well.

This is the first shop that I was unable to fix an order (because it was the wrong size) 15 minutes after placing the order. They already charge 50 CAD delivery for 85 CAD item and want me to pay back the same cost for 'returning the item'. I also keep getting double-charged for customs although I opt (and pay) for preinstalled customs duty.

Brought a Vitus Vee 1 City for my son. Within 3 days of light use the crankset threaded and both pedals fell off while he was riding on the road. First we were told we must of put the wrong size pedals on, we fitted the pedals provided with the bike. We were then told we put the pedals on the wrong sides which wasn't the case. In the end chainreaction adviser claimed their products are fautless and the only way the cranks could be damaged was if they were fitted incorrectly by ourselves. Both me and my husband are keen cyclists and more then capable of basic bike maintenance. Insulted judgment could be make without even inspecting the faults. Beware! Apparently crank sets are not under warranty with any chainreaction bikes. They refuse to except any responsibility. Was only offered a small discount on a brand new set of cranks costing around £60 in addition to the £214 already spent on the child's bike.

So this is obviously the end of CRC and their glorious business. I used to buy from them before a lot, and it was always precise and on time. Recent order disappeared in Hermes network. No delivery, no way to claim lost package. CRC has updates to their policy, basically once item is shipped, they are NOT RESPONSIBLE WHAT SO EVER. In addition CRC stripped all communication for customer service from their website, there is no way to contact them, no real email, no forms to fill, no chat system. Everything is automated and you will receive generic auto response that will lead you back to their website. Basically I lost 60 EUR and now I have to try to reverse payment because CRC does not have any customer support any longer. Terrible experience. Buy elsewhere, except Wiggle.

I bought an very expensive Schwalbe tire. Schwalbe told me they would gladly have exchangrd it since after installing it I had 3 blowouts in three short rides. The bead was bad. Because I am in the US and Chain Reaction is in the UK, Schwalbe U. S could not honor the warranty. Something to do with taxes They said the exchange should not be a problem with Chain Reaction. Chain Reaction has a very archaic warranty process. I cannot process the warranty from a mobile device. Even though I sent all the correct information and a photo by email, they insist I print out the form, fill it out by hand, somehow magically attach a photo to it, take a picture of the form and send it back to them via email. Wait! I already provided all the info via email. What is their problem. Stay away. Not worth the bad 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.

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!

Wow impressed as to how quickly I received my order. Live in NJ and it was at my door step in 7 days from the original order. Many usa sellers would be longer. Do not think China a month or more to get. Pricing much better than any USA seller. My order was tires as I repair/sell bikes from my house and tires are usually needed. Many of their brands not found in USA but who cares as tires are tires for most people and they do carry great high end tires also. Great company no issues or problems this is my 2nd order now... REMEMBER THEY ARE IN ENGLAND NOT USA

Bought a Gt Gtr Comp that was sent to me really badly set up, they asked me to take it to a local companies for repair, they bike shops both said there was something weird going inside for the cabling, it took over a month for CRC to collect the bike, then 3 weeks to get the bike back, when it came back it was worse than before with damage to the frame, forks and they didn't even send the pedals back. They offered me £50 cash back and a set of BMX pedals as compensation, I asked them to collect the bike and refund me, it was collected a week later then 5 days later it came back again, it's taken nearly three months, about 40 emails, 10 Live chats And waiting in three days for a delivery too solve a problem for a bike that was sent to me faulty, which they had admitted. Not once have I had a proper apology, just a sorry for the late response from them which happened every single time, go elsewhere, I cannot stress that enough.