STR | SocalTrailRiders.org

carbonman

The part about something shipping next day is that it does ship the next day but from QBP back east. Remember that ground shipping will take a week and nopt the 1 day it would take shipping from Ontario.

GP_pilot

Yes I immedately checked my 2nd Jensen box upon receipt, but the invoice didn't bill me for seperate shipping, so I don't know what happened in your case. I've had this happen so many times at other mail e-tailers to the point I had to specifically tell them not to ship until all pieces were received.

singletrakk

Yes generally speaking,all items that show "ships tomorrow" are not in stock in our Ontario warehouse, and are actually coming from our east coast warehouse.

If you are ordering in the daytime,any item that shows "ships tomorrow" can in fact ship tomorrow from our east coast warehouse directly to you, unless of course your order also consists of an item stocked in our Ontario warehouse.Our system is designed to ship out in one shipment,thus we will condense your order here and ship out once everything arrives in.In instances like this,if you are in a rush to get the items, you can opt to check that box that offers split shipping as you checkout. This splits your shipments into two boxes and sets up your special order item to be shipped separately from our east coast warehouse directly to you.

If you are ordering late at night and on weekends, than stock status will always show "ships tomorrow" or "ships Monday" for any item. This is obviously because our shipping department does not work around the clock and on weekends.

If you are in a rush and are unsure of stock status or anything else for that matter, I would highly recommend calling in to one of our sales reps to confirm your order. We are here to help.


Jeff Do
Customer Support and Sales
1800 577-8720
Ext.105

guero

jeff has taken great care of me on more than one occasion. i will continue to use jenson for my mt. biking needs. (as well as my favorite LBS)

__________________
for a good time, click ---> Adrenaline Bikes

thebush

An easy way I've found to tell if something is in stock at Jensons in Ontario and available for pickup is to select the item, add it to your cart, and go through the checkout process and select in-store pickup. Towards the very end it will tell you the expected delivery date to the store. 0 days means they have it at the Ontario warehouse and anything else means they don't. You'll see red text saying "Blah Blah will take X additional days to receive from the distributor" or something along those lines. I've placed 10 - 15 orders with them over the past few months and this has never failed me.

jchristopher

Normally I try to stay out of the message boards, but there are so many inaccuracies in this thread that I felt that I had to respond. Jenson USA has invested heavily in technology to provide accurate information about stock, lead times, and availability over the phone and on the web...

Stock status
Our website has our real-time stock status. If we have it, we'll tell you, if we don't, we'll tell you that too (and provide an ETA, if we have one) so you can plan effectively.

"Does their idea of "shipping tomorrow" or "ships monday" mean that it gets ordered from their distributor, ships to Jenson, then ships to me? That's really lame, I think. I'm hesitant to order them, because I don't want to wait three or more weeks while they get shipped from the distributor."

"Ships tomorrow", "ships Monday", etc. means we ship tomorrow, ship Monday as promised. There is no drop shipping involved. Our website has our real stock. The only issue is that you assumed that every item is stocked at our Ontario warehouse location, which is not the case. We ship from multiple locations, which allows us to offer a wider selection and faster service - both of which benefit you, our customer. Perhaps we can find a way to make that more clear.

The spokes in question in this thread have 100% accurate status. If they said "Ships tomorrow", they would have shipped tomorrow, had you given us an order. When you complete checkout online, we can ship to your home, or deliver to our store locations free of charge. We've also made the stock status at our 2 store locations (i.e., what's actually on the shelf) available online too! A quick check would show that the spokes are not in stock in either of our stores.

"But everything that is seemingly in stock says that it ships tomorrow. It's a lie, I tell ya!"


Ifyou actually ordered it, and then we didn't ship on-time, I guess you'd have a point. But if you didn't give us an order, you didn't give us the opportunity to do what we promised. Try us out.

We're big believers in providing accurate information so that you can make an informed purchasing decision. Whether shopping online for delivery to your home, or with delivery to one of our 2 stores, the leadtimes, shipping estimates, and costs shown at checkout are accurate. It's in our best interests to provide accurate info - having you stop by looking for spokes you thought were in stock does not benefit us in any way - so why would we intentionally mislead you?

[FONT=Arial][SIZE=2]Shipping charges[/SIZE][/FONT]
[FONT=Arial][SIZE=2]"[FONT=Times New Roman][SIZE=3]and ground shipping from Jenson is already overpriced"[/SIZE][/FONT][/SIZE][/FONT]

[FONT=Arial][SIZE=2]Have you actually shopped us around? On the contrary, I think you'll find our shipping charges are very competitive. When in doubt, put some stuff in your shopping cart - we tell your right up front what the charge will be, without forcing you to create an account or login first. [/SIZE][/FONT][FONT=Arial][SIZE=2]Also - keep in mind that our "base" shipping is actual courier Ground service - no worse than 5 business days anywhere in the 48 states, and often much faster. The "base" shipping at the "big boys" is often USPS Parcel Select or FedEx SmartPost, which take 2-3 weeks. We also don't stick you with a hidden, mandatory "insurance surcharge" at checkout like one of our competitors either. [/SIZE][/FONT]

[FONT=Arial][SIZE=2]The fuel surcharges billed by UPS have gone up a tremendous amount in the past few years. Many people are not aware of what it actually costs to ship something. If in doubt - take the box we sent you, throw it on the scale, go to UPS.com, and plug in your zip code and our zip code, and look at the total. You'll typically find that we charged you less - and usually a LOT less! [/SIZE][/FONT]

Multiple shipping charges
"I hear you on that one! I was pissed one time when Jenson split up my order without contacting me, causing me to pay multiple shipping charges."

Well, this is simply inaccurate. We never charge more than we promised you at checkout. If we split your order to provide faster service, it was done at our expense, not yours.

Finally, I would note that if you feel we have screwed up in some fashion, we would certainly appreciate the opportunity to resolve the issue before you let us have it on a public message board. There are dedicated people here available via telephone, email, and our 2 retail stores ready and waiting to help you. I'm really proud of the team we have assembled - customer service is what they do. Give them the opportunity to do their jobs.

As always - we are listening and welcome input. The website in particular is always a work in progress, if there are any changes we can make to make the stock status more clear, or any other changes/enhancements that would help us serve you better, my phone/email are always open.

[FONT=Arial][SIZE=2]Thank you,[/SIZE][/FONT]

Justin Christopher
Jenson USA
jchristopher@jensonusa.com
(88 880-3811 x111

northshore

More than likely Jenson didn't have those spokes in stock but they probably have an agreement with a distributor to drop ship straight to your door once the order is placed on the Jenson website.

__________________
Hawaiian Island Creations
Ride it: dw-link.com/reasons
http://kencolada.blogspot.com

2wheel_lee

Justin, thank you for your reply.

However, I still have a couple questions.

1. How do I know if I should expect an item being shipped from Ontario or across the country? I may have misunderstood this explanation somewhere. All I think it says is when it ships and not where from or an eta. But again, I'm sorry if this was answered, but I haven't found it. Again, I want to know when I should expect to receive an order before I place an order. Simply telling me that it ships tomorrow or monday from an unknown origin (to me), I'm left in the dark.

2. I ship a lot of stuff, and for some reason, what FedEx charges is significantly less than what I've seen from Jenson (and some other places). This is not a big issue, because it's common in many areas. However, as long as I'm paying high shipping charges, I may as well order from a company outside of California so I don't have to pay sales tax.

3. Because nowhere I can find on the Jenson website does it say anything about shipping from multiple warehouses, I think it's a reasonably safe assumption that you're shipping from one of the locations noted. I now know I was wrong. Had the website not been so ambiguous in this area, I wouldn't have been forced to assume.

__________________
Speed has never killed anyone, suddenly becoming stationary... that's what gets you.

May the air be filled with tires!

Do Work

Just a friendly reminder...the Jenson store is having a sale at their Corona store on Sat Dec 2nd-got nothing to do with the problem at hand but the thread reminded me about the sale since i have a terrible memory and had forgotten about it.
Bottom line-sorry about your troubles , thanks for the reminder

__________________
Strike First, Strike Fast, Strike Hard...No Mercy

Do Work

The sale is Saturday DECMBER 1ST...sorry bout that.

__________________
Strike First, Strike Fast, Strike Hard...No Mercy

2wheel_lee

I should also add that I did give the guy in the Ontario store a chance to give me an explanation of how things worked, but he apparently didn't see the need. He let me leave the store clearly frustrated that I thought they had the parts in stock when it said ships on Monday, and he only gave me the simple explanation that "it always says that on the weekends." I guess I'm expected to understand how your system operates so I can ask the questions I would no longer need to know [if I already knew]. Had he explained the system, I wouldn't be in a public forum asking questions, now would I?

__________________
Speed has never killed anyone, suddenly becoming stationary... that's what gets you.

May the air be filled with tires!

jchristopher

Lee, I hope you don't mind, I sent you a Yahoo IM message (you don't have an email listed). Let's move the conversation offline so we can talk in depth. You have my contact info.

Fired Yo Momma

I love the ole off line conversation line

__________________
And the hangovers hurt more than they used to And corn bread and ice tea took the place of pills and 80 proof
And it seems like none of us do the things quite like we used to do
And nobody wants to get high on the town
And all my rowdy friends have settled down

-Hank Williams Jr.

Wicked Smot

Flashing Jenson Ad at the bottom of this thread....priceless.

2wheel_lee

JChristopher, thanks again for your reply. That is very meaningful. I have to give you - as welll as the other Jenson staff who come to STR - props for coming here to give your point of view and to try and resolve issues. I truly believe that you're not here just doing damage control, but really want to help. I've actually learned a lot of valuable information about how to do better business with Jenson in this thread.

Just the same, I hope me explaining my concerns and frustrations may help you to improve your website. As you know, your best customers are the ones who complain their concerns, and the worst ones go away without ever indicating the reason why they're no longer doing business with you.

Although I do have Yahoo IM, I don't have access to it during the day. As a result, I probably won't see it until tonight - at which time, you'll probably be at home (hopefully). PMs via STR can also work for offline communication, and I can access that at home and at work.

__________________
Speed has never killed anyone, suddenly becoming stationary... that's what gets you.

May the air be filled with tires!

Lefty Kev

I personally have had mixed results ordering from Jenson online.

One time I ordered some knee pads and they sent me the wrong ones. I wasn't particularly bothered except the ones I received didn't fit. Since they had sent me the wrong item, I felt I was entitled to have them cover the cost of the original shipping, plus the additional shipping for sending them back. They agreed but when I got my credit card statement, they had only reimbursed me for the price of the actual item! I kept getting assurances that I'd get the shipping reimbursed but never did.

More recently, I received a Jenson brochure in the mail that included a $5.00 cash card towards my next purchase. Okay, so it's only five bucks, but I decided to get some more Stan's Tire Sealant and apply the cash card to my order. I put in the cash code as stipulated but it didn't deduct the money from my invoice. I emailed Jenson just to be sure all was well. I was told that although the deduction wouldn't show up on my online invoice, they had indeed received the cash code and it would be taken off my total.

Guess what? I got charged the full price for the Stan's!

Overall, I believe JensonUSA is a pretty good store with a good price matching policy. However, just one bad customer service experience tends to leave a bad taste that lingers...

__________________
"Britain and America...two great nations divided by the same language." -- Winston Churchill

tkblazer

were there any triscuit crumbs in your box?

Dino Brown

Lee- Thanks for the thread. I must admit, the Jenson ordering process can be confusing. Just last week a fellow STR member was left scratching his head with not one (but two) quirks in his order. In Jenson's defense, they IMMEDIATELY REMEDIED the situation.

A note about Jenson: The first time I visited them, they were in a little warehouse in BREA! How things have changed! What has NOT changed is the fact the "owner" wants nothing more than to make his customers happy! I saw it (first hand) while they were in Brea. Observed it (first hand) when they moved to their MEGA building..... I have also had conversations on this very subject with fellow STR member (who work at Jenson). They want nothing more than to please thier customers. CONTINUED SUCCESS!

__________________
L.A. KINGS ... dw-link.com/reasons
SheDevil- I was on George's crotch for hours
Integradriv3r- How many kids do you have that you DON'T know about?
Genusmtbkr5- I like to go BOTH ways

CalEpic

Now that's funny

I'll bring the snacks Saturday, Jeff.

C

__________________
tkblazer: you pedaled up mathis? nice, i'm scared to ride down it

capnsavem

oh man... im stoked.

i ordered some stuff, including some new shorts and a jersey, yesterday afternoon.

my package got delivered today!!! 1 day shipping??

wow.

good show, Jenson.

__________________
FoShizzle: lactic acid is ghey. if you dont ride you will not have issues with it