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  1. #1
    gnar, brah
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    Lack of Customer Service: Chain Reaction Cycles

    I am in the midst of a very negative shopping experience with Chain Reaction Cycles. They have charged my account for a total of about $1K, and when I placed my order, everything was in stock.

    Next day, one small item is holding the whole order back. I have sent them numerous emails to either cancel the small item, or exchange it for something of equivalent spec. and price, but the vast majority of my emails have gone unanswered. This has gone on for well over two weeks now. Hopefully this gets resolved, but CRC has really screwed me over on this one so far.

    Buyer beware, especially if you are in the United States, where the time zone issues make for very poor response time (if at all). Hopefully this gets resolved.
    Trestle Bike Park

  2. #2
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    Yes I can relate. I placed and order with them for about $400 in parts. The rims were holding up the order and I did not want to wait. The site said you had to call if you wanted to change an order that was already "proccessing". I decided to email. I also believe they are eight hours ahead of PST. We played email tag for a 1 or 2 not to bad they canceled the rims but I ended up getting 2 of everything. I had a little explaining to do to the wife when she saw an $800 dolor bill on the credit card. I will probley sell the extra on Craigslist. Anyone need an XTR cassette, XTR pedals, and a pair of XT Rotors. Despite this you still canít beat those great shimano prices, so I will continue to order from them.

  3. #3
    gnar, brah
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    Yeah, their price on Shimano stuff was the whole reason I ordered in the first place. $150 for M770 crankset is impossible to beat. Time will tell if is worth the hassle...
    Trestle Bike Park

  4. #4
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    I had the exact same experience. 80% of my emails were ignored. It was over a month before it was resolved. Very frustrating experience, not too happy with the CS, but good prices at least.

  5. #5
    Aquaman
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    100% of my emails were answered within 12hours.

  6. #6
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    They contacted me about an out of stock item, I emailed them back with a replacement option and I had all the parts in 4 days no problem!

  7. #7
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    There's been more and more complaints about CS. Wonder whats up with them.
    "You have a Ph.d in Economics yet you're such an idiot sometimes." - My ex-wife.

  8. #8
    Five is right out
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    Have you considered taking the drastic step of.... picking up the phone? That way you reach a real, live person and don't run the risk of your emails being caught by SPAM filters (or whatever else can go wrong with email).

    The time difference thing isn't a big deal. I have to face it all the time... it just means I call at night.
    Since when did the phrase "invest in" come to mean the same as "buy"?

  9. #9
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    I made a order over 16 days ago and for the last 7 working days it has been stuck in customs in newyork? I live in chicago has anyone else had customs problems with their order and if so how long does it take to get resolved? I contacted both chainreaction and parcel force and PF said it is out of there hands.

  10. #10
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    Quote Originally Posted by Petro55
    I made a order over 16 days ago and for the last 7 working days it has been stuck in customs in newyork? I live in chicago has anyone else had customs problems with their order and if so how long does it take to get resolved? I contacted both chainreaction and parcel force and PF said it is out of there hands.
    Unfortunately customs is a separate issue, nothing to with the shipper. Something us Canadians that order from the States always have to deal with, just takes time...
    ...unless they find something

  11. #11
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    My recent order arrived in about a week. I did have to call and straighten out a payment detail, but enjoyed bantering back and forth about who had the "accent". Overall, a good experience. No complaints.
    Originally Posted by Vtolds/Dremer03---- "assume any bikes left unlocked and unattended are free to take"

  12. #12
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    I have had the same problem, so did a bit of research on UK forums.
    It seems that CRC are restructuring/expanding, call it what you will, so things may be a little chaotic.
    Also they receive over 4000 emails a week, which must be difficult to keep up with.
    Don't know about you guys but I'm willing to wait a bit longer for cheap parts.
    I fall down and I get up again

  13. #13
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    Quote Originally Posted by Petro55
    I made a order over 16 days ago and for the last 7 working days it has been stuck in customs in newyork? I live in chicago has anyone else had customs problems with their order and if so how long does it take to get resolved? I contacted both chainreaction and parcel force and PF said it is out of there hands.
    Once you hit stateside, you type your tracking into USPS. They should be able to let you know what's going on.

  14. #14
    gnar, brah
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    It's been over a week now since I have heard anything. I'd say the 80% ignore rate is about right on target. Looks like I need to make a phone call...but that will have to wait until next Monday.

    They close their phonelines at 5:30, which means I need to make a call in the morning before 11:30 here in the Central time zone. By math at least...

    Hopefully a phone conversation can get this call cleared up.
    Trestle Bike Park

  15. #15
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    Quote Originally Posted by frequent crasher
    I have had the same problem, so did a bit of research on UK forums.
    It seems that CRC are restructuring/expanding, call it what you will, so things may be a little chaotic.
    Also they receive over 4000 emails a week, which must be difficult to keep up with.
    Don't know about you guys but I'm willing to wait a bit longer for cheap parts.

    Do you have a link to those UK forums?

  16. #16
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    Quote Originally Posted by V.P.
    Do you have a link to those UK forums?
    www.singletrackworld.com
    I fall down and I get up again

  17. #17
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    I am coming upon 3 weeks and I called customs and they said it might be 30Days? What a pain in the rear.

  18. #18
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    I placed an order last Saturday for XT 770 cranks, shifters, FD, Ritchey WCS headset and it arrived on Friday.
    I was going to place another order today and now I'm having second thoughts with all the problems I'm reading about.

  19. #19
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    Quote Originally Posted by ffwlwhite
    I will probley sell the extra on Craigslist. Anyone need an XTR cassette, XTR pedals, and a pair of XT Rotors. Despite this you still canít beat those great shimano prices, so I will continue to order from them.

    ffwlwhite PM sent

  20. #20
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    I think that they may have sent you my cranks becuase i ordered the same thing. Feel free to forward them in my dirrection.

  21. #21
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    Just wait until you get an order from CRC with damaged or defective items in it and see how you like that. I'm still waiting to get reembursed for my return shipping costs and it must be over two months since I sent the items back.

    Update: My problem was resolved and i am happy. It took a while but in the end brian at CRC took care of me. Thanks Brian!
    Last edited by Freezer; 05-05-2008 at 05:49 PM.

  22. #22
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    I placed two orders on the same day last summer, one to CRC and another in-state here in California. CRC had stuff delivered to me quicker than an order I placed to company within California! However, the expansion/restructuring would explain a pretty big uptick in the number of complaints that have been going on, including a slight delay my friend here experienced.

    If you need something immediately, might be good idea to get it from some place local and to always call and verify stock. Otherwise, CRC still has awesome prices and might be worth waiting 2 weeks for it.

  23. #23
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    Quote Originally Posted by Petro55
    I think that they may have sent you my cranks becuase i ordered the same thing. Feel free to forward them in my dirrection.
    I think they posted them to me here in Australia, arrived 6 days after I ordered. If you want them you will have to come down here to pick them up. Make it quick though I'm fitting them tomorrow.
    I fall down and I get up again

  24. #24
    gnar, brah
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    I still haven't had any emails returned, although I did recieve an automatic notification that my order had shipped! Very excited about that, as I originally placed an order in February. Hopefully all the parts are included...
    Trestle Bike Park

  25. #25
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    Quote Originally Posted by Freezer
    Just wait until you get an order from CRC with damaged or defective items in it and see how you like that. I'm still waiting to get reembursed for my return shipping costs and it must be over two months since I sent the items back.

    last year (july/august) i sent back a pair of gloves under warranty (3 months old), it is now close to 10 months later, no info on the gloves, i have basically written it off as a loss, foolishly i purchased again from CRC more recently this time for a jersey, they sent me the wrong style, i put it back in the post as per all of their instructions within 24hrs of receiving the item, including downloading the form off their website.

    it has now been 3 weeks and i have not heard a thing about the package, i asked in my return letter for them to email me notification that they at least got the package, no reply, i have sent them a very frustrated email but do not expect to hear back from them within the next few weeks.

    all in all i have probably spent close to 1000 pounds over the last two years but these last 2 problems with them have seen me out of pocket about 100pounds or close to 250$ AUD / depending on the exchange rate at the time.

    i am in Australia and i think from now on i will not be purchasing from them any more, it is unacceptable to rip people off for such large sums of money & give them no feed back or explanation what so ever.

    after about the 5th email one tends to get angry and i have let them know what i think of them, if i get the chance i will actually ring them up and blast someone over the phone.

    in the end though i guess not much can be done, but it is pretty bad all round on their part

    Caveat emptor.

  26. #26
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    Chain Reaction Cycles represent the absolute worst type of online business I've ever encountered. They've ignored all of my attempts to communicate, they have a stock system that says they keep stock even if they do not, they charge you immediately and will not refund you until you open a legal dispute with them.

    Phoning them will do you no good either as they don't even bother to answer.

    I have had plenty of poor service from many retailers before, but nothing as blatently arrogant or incompetent as this business - I would recommend to all to avoid this place like the plague and spread the word until they employ some competent staff who actually give a toss.

    I've complianed to them several times and they continue to ignore my communication, but fortunately I have had my credit card refunded finally. A shocking business - I'm amazed they make any money at all.

    Oh and for the record, I'm local to them and they are still shite.
    Last edited by sibbers; 04-29-2008 at 12:22 PM.

  27. #27
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    I find their exchange rate goofy. The Shimano XTR crank is around $365, which is a GREAT price, but the Park Tool Portable Race Kit is over $500, yet MSRP is only $399.

    There PLENTY of reputable retailers to deal with, adding them to the same list as Beyond Bikes.
    "You have a Ph.d in Economics yet you're such an idiot sometimes." - My ex-wife.

  28. #28
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    Indeed, I've been buying from all over the place recently and many places have been out of stock or had delays but simple acknowledgment can change everything, an email with some options on how to proceed would suffice. Failure to refund my cash and ignoring any correspondence about it really took the biscuit though - thankfully I'm not too hard up for cash at the moment.

    They may be busy, but if that's the case they need to staff up - it shouldn't be at the detriment of the customers. Don't bite the hand that feeds you etc.

  29. #29
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    ..... adding them to the same list as Beyond Bikes.

    Ouch, that is harsh. I have had nothing but good experiences with CRC. They worked with me to build up some 36 spoke wheels even though their website doesn't seem to offer them (just ask). I use them for Shimano products ... and Mavic.

  30. #30
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    oops better remove my stuff from their shopping basket then, they might charge me for putting stuff inside. haha..

  31. #31
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    Just thought I'd add that evenetually I got a breif apology saying they were busy and they are going to staff up etc. At least there was some humble human response after all but I do think I'll reserve buying from them at this point, especially when I've found such good alternatives now.

  32. #32
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    I have now been waiting over 30 Days for them to ship to chicago. It took like ten days for

    it to reach new york and now it has been stuck in customs since the 19th. I have sent

    several emails and tried to call internationally with no luck. I got a hold of customs, and let

    me tell you these people are so rude on the phone, they were asking me why it was held up

    in customs for something that is $340. I replied by kindly telling them that was the exact

    reason for the call. I was told to call back on Monday and I think I am going to be as

    difficult as I can on the phone because I tried to kill them with kindness and apparently

    that gets you nowhere.As of right now I have a brand new Ventana El Rey that is waiting

    on a crank and a seat, I have been staring at this thing for almost 2 months. In

    retrospect I should of just ordered from the states. Live and Learn!

  33. #33
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    Quote Originally Posted by Petro55
    stuck in customs since the 19th.
    I had a similar experience but not from CRC.
    my $30 carbon handlebar stuck in customs almost a month
    they can't do anything with customs.
    I don't know the custom system but my only guess is when the item caught on random picks, that could happen.

  34. #34
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    Just had an order delivered yesterday in Prague (Thursday was a public holiday) that left the UK on Monday, everything present, correct and on-time. I'm assuming being in the EU makes things a lot simpler

  35. #35
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    I also had a few problems with my order a few months ago, but nothing compared to what you guys have experienced. They tend to forget alot of stuff but they are under alot of load, so I had to send them alot of emails regarding my order. In the end, I got an excellent custom wheelset for a great bargain. And when they finally shipped it, it took only four days to arrive here in Canada. And best yet, when it came I did not pay any taxes, and shipping was free too since the total amount was over $300

  36. #36
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    Sorry to hear about some peoples misfortune. Personally, I am up to 12 orders with them in the last 2 1/2 years to Australia, with the only issue being they sent a long sleeve shirt when I ordered a shirt sleeve one.

    I don't think the a package being stuck in Customs is there fault. I had a package held up for a week, because it was over the tax free threshold. Paid the dollars, got my stuff in a day.

    Obviously, we all order for them for a reason. Namely, their smokin' prices. I have not found another on-line retailer anywhere in the world wide web that offers such deals also with free shipping. If you have then I wouldn't mind knowing about it.

  37. #37
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    just ordered over $800 worth of Shimano stuff and received my order in PA less than a week later...no problems, confirmations, good packaging, no over-charges...not sure what the deal is with the misfortunes...

  38. #38
    Ti is addictive
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    Now you see the problem with ordering International. Once its into customs hands it has nothing to do with Chain Reaction.

    If you want something for cheap, there usually is a reason for it being cheap.......lack of service or shipping issues.

    Have never ordered from them, but lots of my friends do.......with great success, but issues are often due to out of stock or customs. And why complain about phone service...They are in the UK....can't change time zones to appease someone trying to phone on their lunch hour in the USA.
    "Can I put a Totem on a FTM?".....Originally Posted by All Mountain

  39. #39
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    Quote Originally Posted by TiEndo
    Now you see the problem with ordering International. Once its into customs hands it has nothing to do with Chain Reaction.

    If you want something for cheap, there usually is a reason for it being cheap.......lack of service or shipping issues.

    Have never ordered from them, but lots of my friends do.......with great success, but issues are often due to out of stock or customs. And why complain about phone service...They are in the UK....can't change time zones to appease someone trying to phone on their lunch hour in the USA.
    They suck as a service to us in the UK too though. They just don't bother to answer the phone or reply to emails.

  40. #40
    Nightriding rules SuperModerator
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    Quote Originally Posted by TiEndo
    Now you see the problem with ordering International. Once its into customs hands it has nothing to do with Chain Reaction.

    If you want something for cheap, there usually is a reason for it being cheap.......lack of service or shipping issues.

    Have never ordered from them, but lots of my friends do.......with great success, but issues are often due to out of stock or customs. And why complain about phone service...They are in the UK....can't change time zones to appease someone trying to phone on their lunch hour in the USA.
    It seems to be on/off with them.... I have had no problems so far with them (about a dozen or 2 orders from them) but I understand some people might have had issues....and I do know they are slow replying emails (I have written asking about restocking items, etc...and they replied but took days)

    however their shimano prices are not "super special" for the EU... it's just that prices of Shimano are better on this side of the pond , and since buyers outside the EU pay no VAT...then it becomes a great deal

  41. #41
    gnar, brah
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    I got my package yesterday, everything included. Took a bit longer than I would have liked, and the service was a bit of a nightmare, but it is a great relief to finally have the parts. Everything looks great too. Thanks to whoever at CRC got the box out the door (it shipped with some handlebars that had been listed as out of stock for two weeks...)

    Now its time to build....
    Trestle Bike Park

  42. #42
    indigosky
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    Sounds like an SAT question:

    CRC is to the UK as Beyond Bikes is to the US

  43. #43
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    I hate CRC

    Just want to add another negative against CRC. Terrible communication, as in none. "In stock" on their website, apparently means nothing, but they charge immediately, and then there is no communication. Then, in the end, they added a two hundred dollar charge to my credit card. I will never deal with them again.

    CRC SUCKS

  44. #44
    Five is right out
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    In the last month I placed 2 orders. Both arrived within a week. No probs.
    Since when did the phrase "invest in" come to mean the same as "buy"?

  45. #45
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    Just A update on my order I still have not recieved it and it has been 35 days, I called my credit card company and they took the charge off. I tryied contacted CRC over twenty times they finally replied and said they would look into it?

  46. #46
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    Just placed an order two weeks ago. Received it within a week. Absolutely no worries what so ever.

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