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Chain Reaction Cycles Ltd.


Average Rating:    (2.87 of 5)

No. of Reviews: 23

Largest Bike shop in the UK. They have everything at great prices!
Long way to go but faster service than most shops in the USA. Most orders take about a week. No tax, no VAT, and free shipping on orders ove $215 USD, (changes with currency).

Great webssite with tracking, and account info. Create own account.
Excellent customer service!
Only drawback is if you have to return something thats your fault shipping is costly. However cheaper prices and no tax makes up for it. They take care of shipping on warrenty items and their mistakes.
City/County
Doagh
State/Territory/Province
Newtownabbey
Country
GB
Shop Hours
24 hours
Web Address
Bike Shop Sells
Cannondale,Ellsworth,Gary Fisher,Giant,GT,Haro,Intense,Iron Horse,Jamis,KHS,Kona,Mongoose,Norco,Rocky Mountain,Santa Cruz,Schwinn,Scott,Specialized,Titus,Trek,Turner,Bianchi,Cervelo,Colnago,Felt,Fuji,Lemond,Litespeed,Look,Orbea,other,Everything imaginable, and lots of stuff not available in USA!
Information Added By
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Reviews 1 - 5 (23 Reviews Total) View All | Next 5

Review Date
October 22, 2013

Overall Rating
 1 of 5

Customer Service Rating
 1 of 5

Technical Expertise Rating
 1 of 5

I visit this shop:
Every few months

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Reviewed by: Peter ,  Cross Country Rider

Shop Summary:
Shipped damaged OEM parts (shimano xt front shifter and cassette). Huge hassle for US customers when orders go wrong. Won't order from them again.



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Review Date
June 26, 2013

Overall Rating
 3 of 5

Customer Service Rating
 3 of 5

Technical Expertise Rating
 4 of 5

I visit this shop:
Every few months

Rate this review?

Reviewed by: Brandon Nord ,  Cross Country Rider

Shop Summary:
Great online selection and some of the best prices.
How the site views and previews items is slow and annoying which makes selecting items discouraging.

Customer Service:
Shipping was quick and complete

Other Comments:
Not my first choice to shop but would return to purchase brake parts.



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Review Date
November 16, 2012

Overall Rating
 1 of 5

Customer Service Rating
 1 of 5

Technical Expertise Rating
 1 of 5

I visit this shop:
Once a week

Rate this review?

Reviewed by: Jake McCarthy ,  Downhiller

Shop Summary:
The online store is well presented which makes finding items easy. However CRC falsely advertise a lot of the products. this can range from sizing guides to sales items that are discontinued.. How can an item be on sale if you cannot buy it?????

Customer Service:
the words Service and CRC are mutually exclusive..

Other Comments:
Worst shop ever! I ordered a pair of shorts from CRC.

1. They express shipped the wrong item at my cost
2. CRC then sent the wrong size via standard post and blamed me for selecting the wrong size
3. I proved CRC wrong with the help of Fox customer service so CRC agreed to exchange the item with another fox product (CRC didn't have a large available for the original product).
4. Month later get an email to pay the different for the new item... Asked CRC who then stupidly advised the exchange item cost more..
5. Still battling with these idiots

Email correspondence with CRC

Hi Damain,

I could point out that you never stipulated that the exchange would cost me more money nor did I agree to such terms but i really cannot be bothered wasting any more time arguing with you.

So here are my nonnegotiable terms.


1. CRC will refund full amount for Fox Baseline shorts

$34.66

2. CRC will reimburse me for shipping the item Fox Baseline shorts back to CRC $19.20 ( $2 for the envelope)

3. CRC will refund the express shipping service due to the below reason

$24.99

a. My original order was placed on 14/10/2012 and it’s now the 16/11/2012 and I still don’t have the item I requested. Therefor I believe CRC have not provided me with the service of express shipping

4. Total money to be transferred to my account by CRC

$78.85


If you cannot accept the above terms please engage your local ombudsmen to help resolve this matter. If you unwilling to comply them I will be forced to involve my solicitor in the resolution process.

Also I will be posting all correspondence with CRC to all the major mountain biking forums including CRC Facebook page. I feel it’s my duty to warn other potential customers about the lack of care CRC takes with products they ship to customers and the lack of customer service. I have read other customers complaints about how their items arrived not in original packaging, damaged packaging, or just simply covered in dirt. I have also have experienced this lack of care with order 8988575.

A. My 661 helmet box was all ripped(not by shipping company)
B. My Oakley goggles were covered in dirt.

Regards

Jake

From: "Customerservice@chainreactioncycles.com"
To:
Sent: Friday, 16 November 2012 3:27 AM
Subject: Re: No Subject[#1670891]

Hi Jake,

That would be correct the shorts that you have selected are more expensive. Therefore for the exchange to be carried out you will have to pay the additional 24 AUD.

I trust this has cleared up any confusion.

If you have any additional questions please do not hesitate to contact us.

Thanks,

Damian



Damian M Sales Admin Advisor

Web: www.chainreactioncycles.com

The World's Largest Online BikeStore

This email and any attachments are confidential and intended for the addressee only. If you are not the intended recipient, please notify us without delay and ensure that it is not copied or used for any purpose. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. We have taken all reasonable precautions to minimise the risk of any attachment to this e-mail containing viruses. However, in keeping with good practice, you should carry out your own procedures to ensure that any attachments are virus free.


--Original Message--
From:
Date: 15/11/2012 10:37:36
To: customerservice@chainreactioncycles.com
Subject: Re: No Subject[#1670891]

Hi Damian,


I received an email from Paypal asking me to pay for the exchange shorts?

Regards


Jake

Hi Jake,

We have requested the stock from the warehouse to ensure that we have a 36" in stock and will be in touch with our findings as soon as possible, regarding the return we will happily accept the shorts for a refund as long as they have not be used or worn.

The return shorts will be dispatched the same method as before, simply ensure that you have Order Reference 1210-076396 quoted on your Returns form.

If you have any other questions please do not hesitate to contact.

Thanks,

Damian



Damian M Sales Admin Advisor

Web: www.chainreactioncycles.com

The World's Largest Online BikeStore

This email and any attachments are confidential and intended for the addressee only. If you are not the intended recipient, please notify us without delay and ensure that it is not copied or used for any purpose. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. We have taken all reasonable precautions to minimise the risk of any attachment to this e-mail containing viruses. However, in keeping with good practice, you should carry out your own procedures to ensure that any attachments are virus free.


--Original Message--
From:
Date: 05/11/2012 11:44:45
To: customerservice@chainreactioncycles.com
Subject: Re: Order 9129312 [#1670891]



Hi Damian,



These are the shorts i want in size 36... not sure if thats a large or xlarge....



http://www.chainreactioncycles.com/Models.aspx?ModelID=76580



If CRC are happy to exchange then i will send back the baseline shorts via airmail but i expect that CRC will express ship the shorts to me as well.



Regards



Jake



From: "Customerservice@chainreactioncycles.com"
To:
Sent: Monday, 5 November 2012 9:17 PM
Subject: Re: Order 9129312 [#1670891]



Hi Jake,

We appreciate your comments, and have passed the information onto the web team to have the description altered to coincide with the Fox website (it seems that the web site included the wrong wording when listing the products) as mentioned in the previous email we don't offer a mail bag service (or a returns envelope) for products to be returned from Australia however we are willing to reimburse your postage costs for returning the item to us. This doesn't include courier services we have checked AusPost and the postage costs are 10.20 AUD via sea or 17.20 AUD for air mail we will of course reimburse the costs of either service.

Regarding the shorts we are no able to select a pair of shorts for the customer however if you wish to exchange the products simply note this on your exchange form when returning the products.

I hope you find this an acceptable solution.

Thanks,

Damian



Damian M Sales Admin Advisor

Web: www.chainreactioncycles.com

The World's Largest Online BikeStore

This email and any attachments are confidential and intended for the addressee only. If you are not the intended recipient, please notify us without delay and ensure that it is not copied or used for any purpose. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. We have taken all reasonable precautions to minimise the risk of any attachment to this e-mail containing viruses. However, in keeping with good practice, you should carry out your own procedures to ensure that any attachments are virus free.


--Original Message--
From:
Date: 02/11/2012 22:17:50
To: customerservice@chainreactioncycles.com
Subject: Re: Order 9129312 [#1670891]



Hi Damian,



I received no response from my last email? I have also forwarded CRC the email interaction with Fox Customer support which clearly states for the baseline shorts a large would be consider as a 35.5 to 38. Fox Customer Support have also included specific sizing for the baseline shorts, please note this sizing chart does not use the word LARGE. The word LARGE also does not appear on the Fox website for the specific product. So based on the above facts I have not chosen the wrong size and I have performed what anyone would consider as reasonable amount of due diligence when selecting the correct sizing for myself. CRC have falsely advertised this product and your company should accept 100% liability for the multiple issues I've had with this order.



what I expect from CRC

* A pair of Fox MTB shorts: Size 36, black in colour with minimal graphics

* A mail bag to return the useless products CRC have sent me.



if this is an unacceptable solution then I would suggest we involve your country's local ombudsman to assist with a resolution.


Regards



Jake



----- Forwarded Message -----
From:
To: "customerservice@chainreactioncycles.com"
Sent: Saturday, 3 November 2012 1:14 AM
Subject: Re: Order 9129312 [#1670891]



Hi Damian,



Seems like your right. I checked out the following product on the fox website



http://shop.foxhead.com/store/products/Shorts/detail/Fox-Barracuda-Walkshort/41672/cat290014?defaultColor=028&categoryNavIds=cat20016%3Acat20213%3Acat290014



Note: this is not a MTB product but it does state Large = 34 -35



Then I searched the fox website for the product that CRC sent me(see link below).



http://shop.foxhead.com/store/products/Shop-All-MTB/detail/Fox-Baseline-Short-/32802/cat640010



Note: this page does not have a sizing chat and it also doesn't mention the word LARGE like the CRC site did... FALSE ADVERTISING!!!



Then I though I'd Contact Fox Customer Support.



I asked if they could supply me with the sizing chat for fox baseline shorts.





Please note that L states 35.5 -38







I'm happy to forward the email from Fox support if you would like it. Please have you manager contact me direct.



email or phone is fine





Regards



Jake




From: "Customerservice@chainreactioncycles.com"
To:
Sent: Saturday, 3 November 2012 12:45 AM
Subject: Re: Order 9129312 [#1670891]





Hi Jake,

We understand your predicament however I have spoken to my manager and the 34 that you ordered are what Fox stipulate as a large irrespective of having a L for large on the label or not.

The manager has also advised that the responsibility of sizing is down to the customer and if no sizing information is available on the website then this should be ascertain by the customer.

However as a matter of goodwill we will refund the standard postage on this particular item, we will not cover postage for courier or premium services. We hope that you find this an acceptable solution.

Thanks,

Damian



Damian M Sales Admin Advisor

Web: www.chainreactioncycles.com

The World's Largest Online BikeStore

This email and any attachments are confidential and intended for the addressee only. If you are not the intended recipient, please notify us without delay and ensure that it is not copied or used for any purpose. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. We have taken all reasonable precautions to minimise the risk of any attachment to this e-mail containing viruses. However, in keeping with good practice, you should carry out your own procedures to ensure that any attachments are virus free.


--Original Message--
From:
Date: 02/11/2012 12:26:15
To: customerservice@chainreactioncycles.com
Subject: Re: Order 9129312 [#1670891]



Hi Damian,



I am well aware that Fox creates the sizing for their products. My point is that CRC stated this product was a "large" not a fitted size 34.I have attached a picture of my Puma shorts that have the Letter L on the shorts label to state they are large. I have also attached a picture of the shorts CRC sent me which states they are a size 34 and not a large as promised by the CRC website. My point is that your CRC website falsely advertised the product. If you cannot send me a return mail bag or refund my money then I suggest you do the following.



-Escalate my complaint to your manager

-Delete my account from your site as I will no longer be doing business with CRC



CRC have wasted my time for almost a month, I'm not going to waste anymore of it by spending more money to return a product I didn't want. Also on the point of the Jersey, I was never charged for this and I know it was free. It also doesn't fit me and its another useless product you can have back!



Extract from my Order(9129312)

Fox Racing Baseline Shorts 2011 - Large - Black
To:
Sent: Friday, 2 November 2012 10:22 PM
Subject: Re: Order 9129312 [#1670891]





Hi Jake,

We appreciate your comments and you custom however this sizing is done by Fox and not CRC, however if you are unhappy with the sizing you are more than welcome to return the item for a full refund or exchange.

Regarding the jersey that came incorrect this money has been refunded to your account so that jersey in fact was Free of Charge.

The shorts have since been discontinued and are no longer available for purchase. Therefore we are unable to resent another pair of shorts. At this moment in time we don't have a returns label for customers in Australia however it is something that may come into affect later down the line.

If you have any other questions please do not hesitate to contact us.

Thanks,

Damian



Damian M Sales Admin Advisor

Web: www.chainreactioncycles.com

The World's Largest Online BikeStore

This email and any attachments are confidential and intended for the addressee only. If you are not the intended recipient, please notify us without delay and ensure that it is not copied or used for any purpose. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. We have taken all reasonable precautions to minimise the risk of any attachment to this e-mail containing viruses. However, in keeping with good practice, you should carry out your own procedures to ensure that any attachments are virus free.


--Original Message--
From:
Date: 02/11/2012 10:06:16
To: customerservice@chainreactioncycles.com
Subject: Re: Order 9129312 [#1670891]



Hi Damian,



First point Id like to make is that your companies website stated these shorts were large and not a 34, this is the reason I chose the 2011 shorts over the 2012 shorts as 2012 shorts clearly stated they were size 30. Second point Id like to make is my order was stuffed up to begin with. Third point I'd like to make is I paid for DHL express shipping for my first order for a reason as I had a big ride planned and the subsequent order was sent via standard post which I believe is unacceptable. Forth point I'd like to make, in the last 8 months I've spend over $1300 AUD dollars via your online store. Fifth point I'd like to make, its been close to a month since I placed my fist order and still don't have the product I wanted...



If you believe this is good customer service then I'm happy to take my business elsewhere... otherwise I'm happy for CRC to send me the correct product with a mail bag to return the incorrect product.



Regards



Jake


and PS the "gift" that CRC gave doesn't even fit me either...


From: "Customerservice@chainreactioncycles.com"
To:
Sent: Friday, 2 November 2012 8:37 PM
Subject: Re: Order 9129312 [#1670891]


Hi Jake,

We appreciate your comments and are sorry to hear that the shorts don't fit but every company have a different understanding or different sizing guide to what a large is.

However if the shorts don't fit you are more than welcome to return the items.

Returning an order is really simple. Have a look on the website at the Returns Procedures and it will tell you everything you need to know and do when sending items back to CRC:

http://www.chainreactioncycles.com/Help.aspx?HelpTopicID=10

If you have any other questions please do not hesitate to contact us.

Thanks,

Damian



Damian M Customer Service Advisor

Web: www.chainreactioncycles.com

The World's Largest Online BikeStore

This email and any attachments are confidential and intended for the addressee only. If you are not the intended recipient, please notify us without delay and ensure that it is not copied or used for any purpose. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. We have taken all reasonable precautions to minimise the risk of any attachment to this e-mail containing viruses. However, in keeping with good practice, you should carry out your own procedures to ensure that any attachments are virus free.


--Original Message--
From:
Date: 02/11/2012 09:01:19
To: customerservice@chainreactioncycles.com
Subject: Re: Order 9129312 [#1670891]



Hi Damian,



I received my shorts today but I don't think their a large. The shorts are size 34, what I would consider to be a large is 36-38. I had a look on the internet to get an understanding of sizes and most of resources state the same.



1 example: http://www.ehow.com/how_5117859_size-pants.html


Regular small: Waist = 28 to 30 inches

Regular medium: Waist = 32 to 34 inches

Regular large: Waist = 36 to 38 inches

Regular extra large: Waist = 40 to 42 inches

Regular extra extra large: Waist = 44 to 46 inches



Regards



Jake



From: Chain Reaction Cycles
To:
Sent: Monday, 22 October 2012 8:16 PM
Subject: Re: Order 9129312 [#1670891]





Hi Jake

Thanks for the email,

Firstly we are sorry to hear that you have received an incorrect item from us, we hope to have this matter resolved as soon as possible.

We would ask that you send us a picture of the item you have received oppose to the picture shown on the website, this is standard company policy.

If you have any other questions please do not hesitate to contact us.

Thanks,

Damian



Damian M Customer Service Advisor

Web: www.chainreactioncycles.com

The World's Largest Online BikeStore

This email and any attachments are confidential and intended for the addressee only. If you are not the intended recipient, please notify us without delay and ensure that it is not copied or used for any purpose. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. We have taken all reasonable precautions to minimise the risk of any attachment to this e-mail containing viruses. However, in keeping with good practice, you should carry out your own procedures to ensure that any attachments are virus free.


--Original Message--
From:
Date: 19/10/2012 04:43:10
To: customerservice@chainreactioncycles.com
Subject: Order 9129312



Hi,


I recently received my order 9129312 but i received the wrong item


I bought: http://www.chainreactioncycles.com/Models.aspx?ModelID=59792


I recieved: Fox Race Jersey


Regards



Jake







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Review Date
September 23, 2012

Overall Rating
 1 of 5

Customer Service Rating
 1 of 5

Technical Expertise Rating
 1 of 5

I visit this shop:
Every few months

Rate this review?

Reviewed by: AlexfromAlderley ,  Weekend Warrior

Shop Summary:
A few months ago I made my first purchase from Chain Reaction, just a few little things to see how they would go. It took ages to get to Australia but otherwise all was good so I ordered a set of Deore LX shifters. Only the Right Hand shifter arrived with a receipt for the purchase of a RH shifter.

I sent an email to Chain Reaction pointing out that only half the order had arrived and they stated that they had dispatched what I ordered. I sent them an email with a screen shot of their website and a copy the description;

“Great value competition-quality Deore LX Rapidfire shift levers with added 2-way release function. This set contains one left hand lever and one right hand lever, compatible with three speed front and 9 speed rear..”

and they still maintained that I received what I ordered. I emailed them again and it has been three weeks and i have had no response.

If you place an order with these guys and get what you order, then all is good. If you don’t get what you ordered don't bother trying to chase them up, they are not interested, you have done your money.

My advice is DONT USE CHAIN REACTION CYCLES

Customer Service:
Their customer service is terrible.



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Review Date
March 14, 2012

Overall Rating
 2 of 5

Customer Service Rating
 2 of 5

Technical Expertise Rating
 5 of 5

I visit this shop:
Every few months

Rate this review?

Reviewed by: Sam ,  Cross Country Rider

Shop Summary:
I have made two purchases via the online shop. Both were made before 3pm and I paid extra for 24hr delivery. In both cases the goods weren't dispatched on time. The 1st time i ordered the goods on a thursday and got them on the monday which was too late, as i needed them for that weekend. The second time They couldn't tell me why the goods hadn't been sent and offred a refund on the postage.

Customer Service:
Very friendly and polite on the phone, but should be needing to call them up to find out where the goods are.

Other Comments:
Best call and get them to confirm they can deliver next day if you choose to pay extra for that option.



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