Great delay on delivery, which obliged me stay home for 4 days, given it was supposed to arrive 08-09-2025 and only now (11-09-2025) it arrived.
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Review summary
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I've used this company several times. I bought a brand x dropper post to replace a previous one from a different merchant I had to send back after only one day. I chose brand x because... See more
Unfortunately one item did not get dispatched. However, the process to have this remedied was easy and the item was promptly delivered
size chart for the products are difficult to find. In old version web page, size chart is attached to the product beside the size button.
Company details
Written by the company
We strive to deliver a world class shopping experience to cyclists around the globe, offering the lowest prices on everything you need to feed your cycling habit, and delivering directly to you with no fuss.
Contact info
United States
- www.chainreactioncycles.com
4.0
Great
148k reviews
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Woeful after sales service. Still waiting for it to be sorted
Ordered an Vitus E-Bike at the end of October. Initial delivery delayed due to courier issues but stayed patient and bike was finally delivered sometime later. Fantastic bike but after three rides would not switch on. Contacted warranty department who said they need the bike back. Arranged two collections with plenty of notice and both times didn't happen with very little explanation. Currently in the process of sorting a third one now with very little confidence in Chain Reaction. Can't see it getting resolved before Christmas and looking at a bike a can't use. Woeful after sales service with constant back and forth with emails as you can't speak to anyone. Even when I was promised that the collection was booked it didn't happen. Long time customer over the years but if this the poorest service I have ever had after spending the most money with you.
9 December 2023
Unprompted review
Not delivered and no contact
Cheap prices but not very cheap when it doesn't arrive and no one replies to your emails.
27 November 2023
Unprompted review
My last order one item out of stock…
My last order one item out of stock they cancelled off the order & sent out rest with a refund
4 December 2023
Unprompted review
Ordered a product from their website
Ordered a product from their website, said it was in stock. Two days later, order cancelled, with no apology or offer of a replacement. Had to wait a further three days for my money to be returned. Terrible customer service.
1 December 2023
Unprompted review
Reply from Chain Reaction
Hi Matt,
Thanks for taking the time to leave a review, which has allowed me the opportunity to review your cases.
I am very sorry that we have been unable to fulfil your order on this occasion. I completely understand this is disappointing and I am sorry for any inconvenience it has caused.
To explain, our website is not directly live to our stock systems. There is a short delay with regards to our website updating in accordance with our precise stock levels.
In a scenario were we have one unit of stock remaining, it is feasible for two or more orders to be placed in a very short period of time. Regrettably, this can then cause a shortfall and I am sorry to say it can result in an order cancellation if stock is not available at that moment in time.
Typically our system will send an automated email when a refund is processed for an order. I am sorry if this has not been received, to let you know the order was cancelled and I apologise for the time it takes for a refund to return to your account.
Once again, I am sorry for any inconvenience or disappointment this has caused.
Thanks,
Richard
Wouldn't honour code showing on their site and refused to connect me to a manager
I got in touch (no such thing as a phone number for them) to ask about a £10 code that didn't seem to be working. I sent a screenshot and was told to refresh the page and it would no doubt vanish. It didn't. As requested, I sent a new screenshot showing it was active and even sent a link.
I was told in no uncertain terms that they would not honour it even though it was on their site. When I politely asked to be put through to a manager, my request was refused. I said I was unhappy for my experience (not my first negative one with this company) and wanted to speak to a manager, the chat was then ended!
Shocking "customer service". If this is how wiggle and crc are conducting themselves now, I'll be shopping elsewhere!
*edit*
With regard to the reply (that completely glossed over the attitude of their cs and the fact they point blank refused to pass me on to a manager then ended the chat), you can quote t&c's all you like, the fact is you had a discount voucher on your website with no reference to an end date on it 🤦🏻
6 December 2023
Unprompted review
Reply from Chain Reaction
Hi Disco,
Thanks for taking the time to leave a review.
I am very sorry to hear about the disappointing experience you have described.
Without being able to view your case, I would like to try to explain what may have happened based upon your comments.
I understand that we would frequently provide promotional offers on our site by way of codes. Regrettably, these promotions will have expiry time frames and they are only active for a set period of time. Also, promotions can end at any time as explained in the terms and conditions on our website:
https://www.chainreactioncycles.com/promotions-terms-and-conditions
I am sorry to hear that this promotional offer you mention may have no longer been active on our website. Unfortunately, we cannot apply any promotions retrospectively or apply a code that may have already expired on our website.
Once again, I apologise for any disappointment caused.
Thanks,
Richard
Good selection of products
Good selection of products. Normally on offer at good competitive prices.
Delivery Normally comes when it is supposed to.
24 November 2023
Unprompted review
Not delivered
Order given to EVRi and marked as `Delivered` with time but no proof of delivery photo. I was in at that time and nothing was delivered or left next door etc., no note. Chain Reaction never replied to my emails/ `live chat` requests for resend or refund. No reply from EVRi either. I still have neither the item nor the refund. Avoid.
Update. Not Chain Reaction fault. Delivery company left the parcel three doors down, without a note, on a different day...Did eventually get a quality item at great price. Thank you,
2 December 2023
Unprompted review
Reply from Chain Reaction
Hi J,
I am sorry to hear your order is taking longer than expected to arrive. Our specialist Shipping team work closely alongside the couriers to ensure all orders arrive within the time frames indicated on our website; delays are few and far between. With orders being delivered to the incorrect address, this is not something we are often faced with.
The team are a little busier at the moment, so it may take some extra time for them to reply to emails. However, if you could please reach out via the 'Contact Us Page' and the team will be happy to assist further. If you have emailed, the team will be in contacr via email as soon as possible.
Please accept my personal apologies for the inconvenience caused with this.
Kind Regards,
Catherine
Worse service ever
My delivery has been returned to the company I did not request this return my order has sat with DPD for several days then I was informed that my request to return the goods was being actioned, I messaged chain reaction to inform them I had not requested this got no reply. Now my money has been refunded minus postage total waste of time I don't have my product and am also out of pocket total sham
5 December 2023
Unprompted review
Reply from Chain Reaction
Hi Phil,
Thank you for your review.
I am disappointed to learn of the delay in the delivery of your order. Our specialist Shipping team work closely alongside the couriers to ensure all orders arrive within the quickest possible time frame so I can assure you delays are few and far between.
As there are no order details confirmed, can you please reach out via the 'Contact Us' Page on the website and the team will be able to assist further.
Kind Regards,
Catherine
Speedy delivery and competitive prices
28 November 2023
Unprompted review
Ordered some parts for my bike said it…
Ordered some parts for my bike said it will be about 3 days they emailed me saying they tried to deliver it but i haven’t seen them i emailed asking where it was and they said they gonna try delivery it again
1 December 2023
Unprompted review
Reply from Chain Reaction
Hi Jamie,
Thank you for taking time to leave feedback on our service.
I am very sorry to hear that the support received has fallen short of expectation on this occasion. I can assure you that our whole operation is focused on customer satisfaction.
Our specialist Shipping Team work alongside the couriers to ensure final mile delivery runs smoothly so please be assured that this is not a problem we are often faced with.
Unfortunately I am unable to look into this as you have not provided your order reference, however I would kindly ask that you please send an email through to our Customer Services team, via the Contact Us page on our website, so that we can investigate this.
Thanks
CR Phil
Terrible customer service but outcome right in the end.
Ordered a new frame, a Nukeproof Reactor 290 in large, received a Nukeproof Mega 275 in medium, absolutely no use to me whatsoever. Arranged a return as they won’t do an exchange and was told I would receive a full refund, received a refund for the frame no problem, but no refund for the £19.99 delivery charge. Emailed numerous times regarding the delivery charge refund and emails being ignored. So I lose money because of the complete incompetence of them not being able to send the correct item.
*Update*
Thank you for your reply and refunding the carriage charge. It’s just a shame that it takes a negative review to get the right outcome.
22 November 2023
Unprompted review
Reply from Chain Reaction
Hi Robert,
Thank you for taking time to provide feedback which allowed me with the opportunity to review your case.
I am very sorry to hear that the support received has fallen short of expectation on this occasion. I can assure you that our whole operation is focused on customer satisfaction. I have had a look into your case and I can see we could have handled this better; so I completely understand your frustration.
We pride ourselves in the quality of our products and service, so it is disappointing to hear this. I have now processed the postage refund for you which you will see in the next 3-5 worknig days.
I really hope that you will come back and shop with us again soon, in order to allow us with the opportunity to prove that this is not our usual quality of service.
CR Phil
No customer service
Ordered a bike for my daughter’s birthday 4 weeks ago , the bike was meant to be out for delivery a few days later. I am still awaiting delivery , no contact number . Took over 45 mins to get through on ‘live chat’ to be told they are unable to help and would need to go through email . Email sent .. 7 days to get a response to be told they will open an investigation this has now been going on for 3 weeks ! I have sent several chase up emails every 3-4 days to keep being told to wait a few more days.
11 November 2023
Unprompted review
Reply from Chain Reaction
Hi Jamie,
Thank you for taking time to provide feedback which allowed me with the opportunity to review your case.
I’m sorry to hear of the poor experience on your recent delivery and that you were unhappy with how your problem was dealt with by our Customer Service team.
Please be assured that we work with our couriers to make sure that final mile delivery is successful, so it is very rare for us to fail on our delivery promise. We pride ourselves in the quality of our products and service, so it is disappointing to hear this.
Unfortunately I am unable to look into this as you have not provided your order reference, however I would kindly ask that you please send an email through to our Customer Services team, via the Contact Us page on our website, so that we can investigate this.
Kind Regards,
CR Phil
service has fallen off a cliff.
service has fallen off a cliff.
Not received a parcel on a next day service, EVRI lied and said we were not in. That is what Elon Musk would call a "false", they lied.
EVRI say they will be back in a weeks time. CR won't refund until they get the item back which could be weeks....the administration has obviously taken its toll, im glad I didn't order anything expensive, or something that needs a warranty.
Ive now deleted my CR/Wiggle account
4 December 2023
Unprompted review
Reply from Chain Reaction
Hi Julian,
Thank you for taking time to leave feedback on our service.
I am very sorry to hear that the support received has fallen short of expectation on this occasion. I can assure you that our whole operation is focused on customer satisfaction. This is certainly not the level of quality we would expect; I can completely understand the disappointment and upset you have been caused.
Our specialist Shipping Team work alongside the couriers to ensure final mile delivery runs smoothly so please be assured that this is not a problem we are often faced with.
Unfortunately I am unable to look into this as you have not provided your order reference, however I would kindly ask that you please send an email through to our Customer Services team, via the Contact Us page on our website, so that we can investigate this.
Thanks
CR Phil
vitus vr in navy -great price
great price . bike arrived in perfect condition . well packaged although packaging very large 2m by 1m ! can't fault the bike , price or the delivery through parcel force . vitus vr 29 in navy (colour looks much better than the pics )
1 December 2023
Unprompted review
Nothing but thief’s!
I ordered some hope break pads, wish I hadn’t bothered! I paid for next day delivery and after 10 days they hadn’t arrived. I contact customer services via 3 enquiry forms on the website only to receive nothing so I braved it and went on the online chat. They told me it had been delivered to a dentist on the same road so I walked along and they had no record of a delivery for me. After several more emails and conversations with the stupid chat bots I filled out a form to claim from EVRI ( personally had to claim against the currier they used!) taking time out of my day to try get the money back for the item I never received! Still no item, no help or refund and no options they basically stole £40 from me (which isn’t a lot but it’s the principal). They clearly think I am trying to “take advantage” but I am not. I am a proud successful business owner and can afford brake pads for gods sake I just want to ones I paid for!
The same as all online companies now, sell you anything but then not interested, bring back the hight street!
1 November 2023
Unprompted review
Reply from Chain Reaction
Hi Ben,
Thank you for taking time to provide feedback which allowed me with the opportunity to review your case.
I’m really sorry for any disappointment or inconvenience caused with your recent shopping experience. We pride ourselves in the quality of our products and service, so it is disappointing to hear this.
Having reviewed your order details, I am pleased to see that an enquiry was promptly raised with Evri, and I would like to assure you that every effort was made to locate the whereabouts of your order as quickly as possible. We have asked you to complete the form so we can investigate this with Evri.
I really hope that you will come back and shop with us again soon, in order to allow us with the opportunity to prove that this is not our usual quality of service.
Thanks
Phil
Order not received
Order not received. C23000319470
Turbo trainer ordered on the 8th November. Was supposed to be delivered on the 17th of November. Contacted the courier service last week who said the parcel is lost.
Contacting CRC has been very frustrating. Live chat told me to wait 5 days last week. Contacted today to be told to wait another 5 days.
No phone number for customer service, very frustrating to deal with.
8 November 2023
Unprompted review
Reply from Chain Reaction
Hi Nick,
Thank you for taking time to provide feedback which allowed me with the opportunity to review your case.
I’m sorry to hear of the poor experience on your recent delivery and that you were unhappy with how your problem was dealt with by our Customer Service team.
This is certainly not the level of quality we would expect; I can completely understand the disappointment and upset you have been caused.
Having reviewed your order details, I am pleased to see that an enquiry was promptly raised with the courier, and I would like to assure you that every effort was made to locate the whereabouts of your order as quickly as possible.
Please be patient with us as you can be assured we are constantly striving to achieve the quickest turn around we can.
Kind Regards,
CR Phil
Appalling customer service
Appalling customer service. I ordered a pair of pannier bags and due to some mistake I received only one. I got in contact with them and it took them two week of poor communication and automated emails to finally tell me that I had to send it back to them in order to get a refund. I was expecting to simply receive another bag to complete the set, but clearly that would've made everything too easy for the customer…
Oh, and there's no phone line so reaching out to actual people instead of robots is made even harder.
Clearly not all orders go wrong, but having shown me how incompetent they are when they /do/ go wrong, I would not buy from them again. A complete waste of time.
24 November 2023
Unprompted review
Reply from Chain Reaction
Hi Reiko,
Thank you for taking time to leave a review on your recent order with us.
I’m really sorry for any disappointment or inconvenience caused with your recent shopping experience. This is certainly not the level of quality we would expect; I can completely understand the disappointment and upset you have been caused.
We pride ourselves in the quality of our products and service, so it is disappointing to hear this.
Unfortunately I am unable to look into this as you have not provided your order reference, however I would kindly ask that you please send an email through to our Customer Services team, via the Contact Us page on our website, so that we can investigate this.
Kind Regards,
CR Phil
Order not received, terrible service
Order C23000309944 not received. Ordered it 3rd Nov, said delivered 4th Nov (by Evri so seems suspiciously quick anyway). Chain Reaction said I'd have an answer by 24th Nov. No contact from them. I replied to their email as per their instructions if I didn't get a response by 24th Nov. Still no answer. Terrible service.
28 November 2023
Unprompted review
Reply from Chain Reaction
Hi Melanie,
Thank you for taking the time to leave a review, which has allowed me the opportunity to review your case.
I am very sorry that you have not received your order, and I apologise for any inconvenience that this has caused.
Please also accept my apologies for the delay in response whilst we worked with the courier to determine the status of your order.
After chasing this up with the courier, I'm sorry to say that they have unfortunately declare the order lost. I appreciate this is very disappointing and I apologise that we have not been able to fulfil your order on this occasion.
To resolve this for you, I have processed a refund for your order and the funds will appear back in your account very soon. An email has also been sent to you with this recent update.
If you wish to place a new order, please submit a new order via our website. I do not expect a similar issue to be encountered and I'd hope that any new order arrive with you promptly.
Finally, I apologise again for any inconvenience caused and if you have any further queries, please do not hesitate to reach out to us.
Thanks,
Richard
I can't place an order
I can't place an order, a message will appear saying that delivery to my address cannot be made, please select another one
28 November 2023
Unprompted review
Reply from Chain Reaction
Hi John,
Thanks for taking the time to leave a review.
I am very sorry to hear of the problem you are encountering when trying to place an order. We'd love to help you get this sorted.
Could I kindly ask that you please reach out to us directly, and provide a screenshot of your basket and the error message you are getting.
Please can I ask that you send us an email via the Contact Us section of our site and we will do our utmost to get this resolved for you.
Thanks,
Richard
Order missing
Order missing , tracked and no movement with a week , e mailed twice got no response , contacted live chat twice told to wait both times and was cut off by representative Michael the second time .
Terrible service
Just reading their shocking negative reviews now , terrible customer service
28 November 2023
Unprompted review
Reply from Chain Reaction
Hi Bryan, thanks for taking the time to review your latest order with us.
I’m sorry to hear you are disappointed with the delivery of your recent order. I am disappointed that you feel this way as we pride ourselves on delivering a good customer experience.
Unfortunately, I am unable to look into this as you have not provided your order reference, however I would kindly ask that you please send an email through to our Customer Services team, via the Contact Us page on our website, so that we can investigate this.
Once again, please accept my sincere apologies for any inconvenience caused.
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