J & R Bicycles

I needed help getting my bike geared correctly for my local track and riding style. Marty was very knowledgeable and after a few questions he knew exactly what to do with my set up.

I was contacted by J&R’s CEO Kirk and was given a full refund. He apologized for the situation. He informed me they were in the middle of switching over computer systems and I fell through the cracks. I appreciate the contact.

It’s been basically a month since I’ve ordered my complete bmx, grips, pedals and peg and I have still yet to get a package… I got an email saying it was printed then a day later back ordered after that I called to cancel my order for grips and pedals because they said they ran out… they said they’d change it the next day… 2 weeks go by still no package at my step called them today and they basically lied and said my order was back ordered for the same 2 products they told me were sold out… Idk how you can lag on a customers order that pays $ 450 to not get their order Never ordering from this site again total waste of time

I ordered a helmet online from these guys. The process from checkout to the day it was delivered was satisfactory. The problems began when I opened the package to find a severely undersized helmet. I selected an XL, but the helmet’s box and tags indicated a medium. Upon further inspection, I noticed hand-​written check marks on the «XL» labels along with the original factory medium sizes crossed off. I’m not sure why they did that, but I figured that it was a simple mix-​up and that they had sent me the wrong size.
Before sending the helmet back, I decided to call the manufacturer of the helmet (t.h.e. Industries) directly. I got through to a product manager very quickly and he explained that the model that I had ordered was being discontinued due to its undersized shell– this explains the «sale» that J&R had going on for this helmet when I ordered it. At this point I just wanted to send it back and exchange it for another brand. The problem was, J&R makes you pay for the shipping back to them whether it’s a return or exchange. I didn’t really feel like paying another $ 15 to send back their wrongly-​sized product. It’d be one thing if i mistakenly ordered the wrong size; i would gladly eat up that extra shipping charge. But this helmet was so severely undersized. I’ve been in the cycling industry for most of my life and i’m confident that i know how a helmet should fit according to its labeled size.
So when i call J&R and explain the problem, they tell me that only Kirk, the owner, can address the problem and issue a call tag for the return. The first employee I spoke to indicated that the owner was out of town, but assured me that she would have him reach out to me within a day or two. Two days pass and I talk to another employee. That guys tells me the owner is still out of town, but would get back to me when he gets back. Six total days pass, and finally another employee tells me that Kirk is finally back but is on the other line, too busy to talk and will call me back asap. I didn’t hear back from them on day six. Day 7– finally get him on the line. At this point i could care less about paying the shipping but I figured i’d see what he thinks about it. Kirk was clueless about the helmet being undersized as well as the fact that it was being discontinued. I complained about their policy and the fact that it took a WEEK for me to talk to him, only to hear him lie to me saying that this was his first day back!!! He then refused to see my circumstance as an exception, so I gave up, paid the shipping, and sent it back.
A few days later I ordered a Troy Lee Designs helmet from Jenson USA. Shipping was free, package came on time, and the helmet was sized correctly just like every other helmet i’ve owned.
Another WEEK passed after I got my confirmation email from UPS that my return was delivered to J&R’s warehouse. I received no confirmation from J&R, and there was no refund. I understand that refunds can take a while, but at least send me some indication that your warehouse received the return!!! I was reluctant to email about what the hold up was and they told me that they had another nonesense policy of only checking/​processing returns 1 – 2 times per week. Really? Nice policy to let a $ 200 piece of merchandise, along with whatever else just sit on your floor unaccounted for for multiple days.