Chain Reaction Cycles

Recently purchased a £2600 mountain bike. The bike is amazing but thats nothing to do with Chain Reaction. Their service was and is appalling To start you get told the parcel can be tracked with the number they provide, after two days I asked where was the number, they said I would get it by the end of the day, next day I contacted again to say I had not received it, had to threaten to cancel the order for the number. Long story short the order page was updated with a tracking number the day after they tried to deliver it. Same thing happened with the pedals I ordered from them. When I eventually collected the bike from across town the box was in perfect condition but when unpacking the bike there was several scratches on the frame, not big but come on this much money for a bike and its not perfect. Thankfully the bike company provide touch up paint so as I was desperate to use it I just got on with it. The bike comes pre built just had to put the wheels on and go. On first ride I go down the first bit of steep track pull the back brake to realize they had put the brake levers on the wrong way round, I know your gonna say should of checked first but i was stupid enough to rely on what should be a professional shop. I took the bike to my local shop and he said it will need to come in for an initial set up. So the couple of hundred pound I saved buying it online is going to go to my local shop. Should of brought it local in the first place then I would have someone I could go back to. Anyway I have emailed them with all my concerns but as of yet no reply. Seriously when you buy from these guys you might think you are getting a deal but you are not getting the service. WILL NOT USE AGAIN

Terrible company no customer service call centre been waiting 2 months now for a refund on a parcel.

I ordered some energy gels from this company approximately two weeks ago. They sent me a tub of protein powder in error and have been unable to get them to send the correct item. I am being told they need to do stock investigations and they are unable to send me the item I ordered (though I can clearly see the item is in stock and available for purchase and delivery). My experience of their customer service has been very poor. I would advise caution if you are tempted to use this company.

I used them for years but not any more after the last few months. Terrible customer service. No longer possible to speak to someone except via chat which is rubbish. No response to emails. They also use hermes as courier who are even worse. Stay well clear of this disaster of a company.

Phoned them up to inquire about 35mm stems, they were very helpful, friendly and above all they didnt try to sell me a more expensive product, but one that suited my immediate needs

CRC = 0 customer support Promised delivery date missed, delivery lost, no solution provided by crc for the lost time, crc would not send a replacement order overnight at their cost to make up for lost time, zero customer support = 0 customer satisfaction, another customer lost. GI to your LBS for real service.

Nearly 4 weeks and getting ignored, 4k ebike damaged and bits missing Inc charger. Do not buy from this outfit

Where do I start I ordered an e-bike which was in the sale on 29th november for £3400 i contacted them on 5th December asking for tracking so i can make sure someone is home as me and my wife both work full time. I was then told that the ebikes dont come tracked so I had a bit of a moan as if I miss it I have to rearrange delivery anyway they said if I hadn't heard anything by the monday to contact them again so I went on live chat to be told that delivery had been attempted on friday 6th December and a card had been left we had nothing at home then according to their portal they use it said it would ve delivered monday the 9th so I managed to get the mother in law round to wait. My wife returned from work around 4pm and managed to call tuffnells as now we had a consignment number they couldn't tell me anything except it wasnt out for delivery that day and I needed to speak to chain reaction so I went on live chat again and said how ridiculous it was that we couldnt find out when it was coming so I requested them to redeliver on thursday as my wife had the day off i work they said they would request this. I went back on live chat tuesday 10th to see if it was going to come on Thursday they said it had been attempted again on tuesday and another card left again we had nothing in the post box at this point I was getting sick of the ridiculous service and I had a £3400 bike out somewhere probably being bashed about in multiple couriers vehicles. At this point I had enough and requested them to ask the courier to return the bike to them as I couldn't be sure it would come on the Thursday and if it was damaged I would have to arrange a return for it. So bear in mind the bike hasn't made it to us for delivery and it has been attempted twice although we have no proof of this as we have no cards left. Chain reaction have told me that I need to wait until the bike is returned to them before I can have a refund and it can take 16 working days for the bike to be returned to them when it only took 4 working days for the first delivery attempt so at the moment I am £3400 out of pocket and without a bike luckily I have paid on my credit card so do have some sort of protection but the service we have received has been shocking and for not sending a bike tracked is completely ridiculous buyer beware i would rather go and collect one myself from a shop and pay double the price.

Good services Ordered 3day delivery and got it next day

I had been a loyal customer for many years, but after my last purchase will never use them again. I ordered a dropper post (£120) and they sent me the wrong size. ‘No problem’ I thought, I would exchange it using their free returns label. I boxed it back up and took it to the post office and sent it on it’s way. After a week I’d heard nothing, so got in touch to be told they couldn’t find it and to wait longer. I didn’t keep the receipt from the post office with the tracking number of the return, and CRC were unable to verify the tracking number on the returns label they had provided. CRC refused to exchange or refund. I sent numerous emails to CRC, only to be made to feel I was trying to scam them- when they were the ones who had lost it. Eventually I gave up contacting them, so CRC have my £120 and my seatpost.

I wrote and asked there's clowns for a recommendation replacement fork for my bike, they advise a RockShox unit they have in stock will fit if the steerer tube diameter is 1 1/8, which it was. I order and receive a fork in box which I take to my Local shop to get adjusted to the original forks length. I pick the fork up and get it home to find they have falsley advertised it as a disc compatible fork when in fact it has no disc mounts at all. I check my order and their website and find the one advertised is NOT what they sent me, I've taken screen captures of their site for proof. I write back to them, provide details, pics and information regarding the fork and then wait all weekend for this response. Hi Daniel, Thanks for your email, I am sorry to hear of the problem with your recent order. I can see that the forks you have received do not have the disc brake mounts you need to fit your calipers and rotors which is an error on our part. I have asked our warehouse staff to check the remaining stock on these forks to ensure this does not happen again. I have checked on our policy about returning used goods or goods they have had alterations made and unfortunately as the forks have been cut we cannot accept them back for a refund or an exchange. I am happy to offer some compensation for the issue but as we cannot resell the fork or return them to stock we cannot offer a refund or an exchange. The most I can offer you is a gift voucher to the value of $100 as an apology for the issue. Please let me know how you would like to proceed. Thanks, Robena I paid over $240 for forks they now offer me $100 for, what a joke chain reaction cycles is. Now to make sure I can get this information out to as much of the cycling community as I can both here in Australia and overseas, I hate these kind of scammers! Meanwhile I wait for my bank to process a charge back for item being "significantly different to description" for the FULL amount! Chain reaction you're not getting away with this one.

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