Chain Reaction Cycles

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 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.

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!

Probably my worst customer experience ever and I am a pretty big consumer. Ordered 2 bikes from them, gave delivery address, paid for shipping. 1 bike showed up a day early and I was happy. 1 week later I started inquiring about the other bike. After a few days of tracking it down I came to find out it was with a freight company who doesn't deliver to residential addresses. They are located 2 hours away and coordinating a place to meet them was near impossible with a work schedule. Also I should note they were super rude. I finally took a day to drive to their warehouse to pick the bike up almost 2 weeks after expected delivery. It doesn't end there, the box was destroyed and taped back together with shipping tape, what was missing you ask, my pedals. I will give chain reaction credit, they did ship new pedals, but I wasn't going to wait another 2 weeks to ride so I had to spend another $50 om aftermarket from a local bike shop. The worst part was tbe treatment I received when asking why they would use such a shipping company. Basically they treated me awful, would not give me any answers until a report was filed and then at the end of it I get nothing, not even an apology for all my wasted time. You really get what you pay for with them and vitus, cheap.

If you are thinking to place an order with these Scamers, quit this idea! This company is a SCAM! They take people money and never deliver or refund. They have cheated hundreds of people! BEWARE!

BEWARE OF THIS COMPANYS UNDERHAND TACTICS! I arranged with CRC to return a bike. The bike was collected 0n 19/08/19 at 14.24hrs, then received at the depot at 18.01 hrs and dispatched at 18.35 hrs for it's journey to CRC. To date (06/09/19) I am still waiting for my refund, in total that is now 18 days and counting. On 03/09/19 I spoke to James at CRC who told me they hadn't received yet from the courier, obvious blatant lie. Please refrain from buying anything from this lot unless you are 100% certain of keeping it. Reputable companies who provide good customer service do not adopt such controversial and dishonest tactics. They have had more than long enough to refund my money but by not do so that has to be deemed as theft.

Do not get fooled by the 9/10 score from trustpilot. They HAVE MANY PROBLEMS
First of all they do not care at all about how they send their items and how you receive them.
Forks are being sent in a plastic bag literately and I ordered 5 so far and only 1 of them did not came damaged.
Their LOGISTICS is bad as well, got a parcel sent by royal mail to a Collect Plus delivery point which was not accepted by the delivery point and I lost the item because it is out of stock and still did not receive a refund and they do not want to do anything about it!
They do not exchange products, so be very careful if you are working on a bike project because you will have HUGE DELAYS. They block your money for 2-3 weeks until you get a refund so be careful with your BUDGET.
They have processes which contradict their own terms and conditions.

Yes they have good deals can't argue with that, but the time wasted, money blocked and crappy customer service does it worth it?

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.

I placed an order on December 4th for two BMX chains and a 28 tooth sprocket for my son's BMX bikes thinking surely it would make it before Christmas well on December 12th their tracking number was still showing label created so I contacted them via email and finally found out on December 17th that the order was lost and that they'd be happy to refund me because some of the items were out of stock... then I got another email saying that the order was returned to them... BUT I STILL COULD NOT GET MY ITEMS BECAUSE THEY WERE "OUT OF STOCK" ridiculous... they were the only ones who carried this particular sprocket so I decided to order again on the 17th thinking surely they would give this priority because of all I've gone through & I paid $12 for shipping to get it here in 2 to 4 days but once again all the tracking number is showing thru Australian post is that a label was created on Dec. 17th and it is now the 19th so there's no way to get this by Christmas I feel really screwed!

Poor Customer Service/ Delivery didn't arrive
Poor Customer Service and definitely do not waste your money on next day shipping through Chain Reaction! I ordered a pair of shoes on Monday as mine were knackered, for delivery next day as needed for a weekend rides, that night got confirmation then the dreaded Hermes text came advising there would be a 24hr delay, I contacted customer services who refunded my delivery cost and apologised but did advised my delivery should with me 24hrs late (Wednesday). I contacted them again by email Thursday (No response) so then went on Live chat only to be told by the lady that basically the only option I had was to "keep my fingers crossed" my delivery would arrive REALLY!
Even though their courier has lost the package they will not refund me at the moment so I can order another pair in time for the weekend! I requested a manager call back but that never happened.
Be very careful buying from this company if you need anything in a hurry.

Additionally, I received a call back at 16:30 from a manager and that basically said they will not offer a refund until the package was returned! Which is great as now too late to order and alternative.
This problem is with their supplier, but I cannot believe that their company policy is that the customer is the one to wait.

Very disappointed. Order 3 weeks ago. Nothing. I might as well sent my money to Nigeria to that nice man that phones you from time to time.

This company is the worst wouldn't cancel an order after less than a day replying to them. They are liars only want your money!

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.

First time purchase from CR of tubular tires. I received tubular clinchers, which are very much different and not compatible with tubular rims. When I received my order I immediately reviewed the website with the assumption that I had made the mistake, but nowhere in the description did it mention anything about tubular clinchers. When I tried to initiate the automated return, I was expected to pay $20+ return shipping; no way. I sent an email to CR with my concern and waited.
That was on 2/11/20 and I finally got around to revisiting this issue today, 3/4/20. When I was able to reach someone via chat, he claimed they had sent me an email on 2/12/20 (no record in my inboxes, spam, or trash) and he sent me a description of the item that clearly stated the tires were tubular clinchers. Well, I do know how to read and if that description had been there 3 weeks ago I would have known about it.
CR should have eaten the return cost, this was their mistake, and they have lost a customer forever. I placed the same order to BikeTiresDirect a few days after my email to CR and for like $2 more the order was perfect, shipped free, and I received it in 3 days with none of the hassle of dealing with an overseas company. CR sucks and I will NEVER waste my time with them again when there are so many other good online retailers.

Bought a mountain bike from Wiggle June 2018, bike received with a bent chainring due to the chain being caught between the frame and the rings upon receipt. This took 3 months to resolve with multiple trips to a local bike shop and multiple attempts to replace the bent rings myself with parts sent by Wiggle (2 wrong, 3rd correct) and some I bought myself in between.

2019, Just ordered a £900 mountain bike from Chain Reaction Cycles and the gears are a total mess out of the box, the bike was unrideable. Same ole story "go and get it tuned and we'll cover the cost up to £30" say CRC. Also, the stem was scratched in 2 places, a dust cap was missing and it only included a spanner, but no other tools nor accessories. Apparently this was checked on the PDI.

And have you tried speaking with live chat support? If I give you my order number, email address and support ticket ID, I do not expect to also be required to give you any other personal details before you'll answer a simple question like "when returning the bike, who is the courier?" which I asked as my parents are handing the bike over for me, they don't want to give it to just anyone do they!

Suffice to say asking me to confirm my address when you already have my order number, email address return ID, ticket ID makes me feel like a criminal. I'm asking a simple question, please don't give me extra work!

I will NOT buy a bike again from the Wiggle-CRC Group.