Riverside, Calif. – On Sept. 1, independent bicycle retailer Jenson USA will formally launch the bicycle industry’s first “On-time Arrival Guarantee” for items ordered from its Web site.
Jenson USA has developed a software formula that allows the company to ensure when a customer’s order will arrive. If the retailer fails to meet the promised delivery date, customers receive a $10 gift card.
The On-time Arrival Guarantee is the latest online innovation from Jenson USA. The company was one of the Internet’s earliest online bicycle retailers. Besides Amazon.com, it was one of the first to post the real-time status of inventory stock and the customer’s order status. Jenson USA was also one of the first companies to offer online price matching.
With the On-time Arrival Guarantee, customers purchasing items online at www.JensonUSA.com will see guaranteed delivery dates, which take into account stock status, the time of day, holidays, the shipping method, time in transit, delivery address, shipping origin and other factors. The new system also handles orders that will be filled in multiple shipments, providing a separate promised delivery day for each.
“There’s nothing else like it in the bicycle industry, and, frankly, very few online retailers outside the bicycle industry offer anything like it either,” said Michael Cachat, Jenson USA president and CEO. “It’s a huge improvement over generic estimates, such as ‘most orders ship same day’ or ‘allow 3-5 days for ground shipping.’”
Justin Christopher, Jenson USA sales director, believes the Web site’s new feature will boost customer confidence and make the supply chain more efficient, from the supplier or distributor level to the retailer’s stock room and, ultimately, the customer’s doorstep.
“Everyone, from the manufacturer on down, wants customers to have a great retail experience and having a shipment arrive on or before the promised date achieves that,” Christopher said.
Some customers may already be familiar with the new online feature. For several weeks, Jenson USA has been testing the new system in order to refine it. The customer response has been overwhelmingly positive, with one third reporting that they actually received their order before the guaranteed delivery date.
Rob Beck, operations director for Jenson USA, hopes the program will be a driver for closer cooperation between retailers and suppliers throughout the bicycle industry by providing a great retail experience for customers.
“Consumers want accurate availability and delivery information,” he said. “We really think we can make a significant difference in the service experience consumers receive.”
About Jenson USA – Jenson USA is one of the fastest-growing businesses in Southern California’s Inland Empire. The retailer offers more than 8,000 items online at www.JensonUSA.com and at retail locations in Corona and Riverside, Calif. CEO and Founder Mike Cachat recently received the prestigious Spirit of the Entrepreneur award from California State University San Bernardino. In April, Jenson USA relocated its headquarters and warehouse to a larger facility in Riverside, Calif.