Jenson USA — Local services in Corona

I can’t say I’ve had a good experience with this store since becoming a customer so off to find another store. I was hopeful.

My experience has mainly been in service. Brought in my wife’s bike to get tuned since it was sitting in storage for a few years. Asked for general service, gear adjustment, brakes, etc. when I got the bike back, felt like nothing was done. Paid for the service. Might have been $100 or so. Took it to another shop down the freeway and they fixed the gear shifting to be smooth. Adjusted the breaks. New brake pads. Chain service. New tubes. Bike felt great. I would trailer my kids on this bike so needed it to be in rideable shape. An old schwinn 3x7 cruiser. Service told me it wasn’t worth servicing beyond a brake adjustment because it’s old and cheap. Probably should have just turned me away but they gladly took the payment for service.

I’ve been in to buy odds and ends here. Nothing much to say about that. I like space and quiet so not being asked if I needed help was appreciated.

Asking questions felt like I was asking for favors. I’m guessing the staff are either seasoned riders or expect their customers to be. Or both. Did not feel inviting.

Cut to my most recent experience. I was hoping that in the year between, things changed. Figured having a shop close by was ideal for service since even the most seasoned rider isn’t always interested in being an expert bike mechanic.

Took in a bike to get a solid inspection and service. Asked for wheel hub inspection and lube wheel truing because the front wheel has a serious wobble which they agreed was the wheel true when I brought it in new bike tune (brakes, gears, lube, etc.)

This is a big box store bike. They said “these bikes are usually put together with impact wrench, probably too tight and no grease. I’ll open it up and get that sorted.” They seem to know the concerns.

I called twice to check up on service. I was given a 5 day estimate. I called on day 4 and was told “looks like there are a few bikes ahead of you, they’ll probably start this in the next two days and will probably take 1-2 days to work on. We will give you a call when it’s ready.”

I called on day 8… at 10:42 am. Was read the same script. Mind you, 3 days beyond estimate.

An hour later, I get an email that my bike was ready and service was done.

The idea that I had a few bikes ahead of my at 10:40, then it was ready an hour later is a little sus. Either the person who answered lied to me. Or they didn’t do the service they said would take 1-2 days. Considering they are usually 5 days out minimum on bike service, I can’t imagine the mechanic sped through a few other bikes and mine in an hour. Maybe. I’m doubtful.

Pick up the bike. Ride it outside. Feels off. Brakes are ok. But nothing like what I was expecting. Shifting is the same. Wheel is not trued. Brake pads still rubbing front wheel.

At best, they take 8-9 days to do a bike service correctly for $150 as estimated. At worst, they don’t do anything but still charge you for it. In this case, I was charged $50 for a brake service. No wheel true. No shift adjustments. No wheel hub service. I’m guessing the chain wasn’t lubed.

Terrible service. At this point, I’d been happier if they would have told me they don’t service these bikes and sent me on my way when I brought the bike in.

I gave this place a few shots hoping they’d provide a good service regardless of where you buy your bike or the brand. But here we are. Same old…

I hope this review is helpful to anyone considering this place for service. I’d...

I've purchased items from these folks both online and in person. In both cases they exceeded my expectations. The staff was welcoming and accommodating. This is in stark contract to bicyclists, who can be some of the most demanding and arrogant people around. I get it. Top level bicyclists are some of the most superior athletes in the world. The dedication required to get to the upper levels in bicycling is incredible. Being a pro football player, or basketball player pales in comparison. Those sports may be demanding, but bicycling is unforgiving, and there are no team-mates to rely upon. However, in bicycling retailing, you get a wide swath of customers, and Jenson USA seems to readily recognize, even welcome, this fact. I bought a helmet online. They shipped it to me, at no cost, and promised me a very quick delivery date, like Amazon Prime quick. They beat that date by a day, essentially getting me the helmet overnight. I went in for some pedals. They asked me a few questions, the type of riding, the type of bike, my preferences, etc. We discussed these matters. I wanted pedals I could use without clip-ons, but that had them for the time I graduated to using my existing clipless shoes I have for road biking. They educated me about the differences between the various clipless systems, and then instructed me that I would be much better off ignoring my goal and going with total flat pedals. They indicated they'd work better, had plenty of grip, and if the day ever came I wanted clipless, I'd need to bring my shoes in (I thought clipless was a standardized thing) and they'd find me a good set of pedals for that then. I plan on patronizing these folks a lot more. NOTE: There is a magic trick to accessing this store. If you drive to their address, they aren't there. They are in THE BACK, which they denote as THE FRONT. In my book, one goes to an address, and the door one finds there is "the front." Not here. Their "front" faces the freeway, so good visuals, you can see them from the 91, but it is in the back of the street address. I hope that makes sense. It took me a hot 60 seconds to figure this out. I figured I'd save you the confusion. Once in the back (front),...

"Keep You Pedaling" motto is a thing of their past.

Their customer service has changed. It wasn't even this poor during Covid....actually quite good considering how the world was then. My order that is 40 days old, the same order that I discussed the day prior with their gear advisor and was told would be filled within days with their inventory replenishment order arriving, has just been canceled. After numerous attempts at calls and texts, I receive a response hours later that the package would not be received and can't fill the orders until 2024. Furthermore, they mentioned this is affecting 1,000 other orders; focus seemed to be more on their dilemma than mine. When I stated it shouldn't matter if it was 2025, my order should have remained valid. Crickets since and I'm beyond the point of staying a customer.

I know things are out of their hands at times but I was very specific asking if the shipment to them was confirmed and the answer was yes and that there was a chance it would be received the same day and orders would go out soon after and that my order number was on the list to be filled by the quantity on their replenishment order. Out of their hands or not, miscommunication and lack of knowledge on their operations is unacceptable. I can do without the comment of their dilemma either as it shows an unprofessional stance and lack of empathy...