“Terrible customer service.
My issue still hasn't been resolved. I'm writing this hoping that someone at ebikes picks up on it.
I ordered a QDOS from Ebikes. The initial delivery was fine - took about 5 working days.
I got caught out on my first 'long' cycle. The battery performed at 40% of the range advertised. It was on flat land, and I am 50kg lighter than the maximum weight limit. I returned the battery. They agreed to do some tests on the battery to see if it was underperforming. It took 5 weeks for the tests to be carried out.
During this time, I had no communication from the company which was not instigated by me. I had no confirmation that they had received the returned battery, no estimate about how long the tests would take, or when I would likely receive a replacement. Several times when I asked for information I was told that they would ‘look into it’ and email me. Emails never came. Several times I was told they would ‘chase the engineers’ and get back to me. They never did. I constantly had to reach out to them to ask for updates. When I did, I received contradictory information. One customer service advisor told me 3 weeks in that a new battery had been ordered. A week later, when I asked for updates, I was told the tests hadn't even been completed. I have screenshots of these conversations.
5 and a half weeks in, after about a dozen conversations through the online chat and on the phone, I was told that the battery was found to be faulty. They agreed to send me a new one. Again, there was no confirmation that they had sent it, and no postage tracking information.
After another week I contacted them by phone and I was assured a new battery would arrive within the next 48 hours. It hasn't. Nor has my charger been returned, which I was told would arrive within 24 hours...
I'm now entering the 7th week without a battery.
Ebikes - please can you just send me a working battery and charger, with postage tracking?
I should say that when I have managed to get through to someone on the phone, they have always been perfectly pleasant. However, that does not make up for the fact that I paid nearly £500 for a bike that was faulty and which I have not been able to use for nearly 7 weeks (and counting...)”
“Mine is a manufacturer refurbished bike. It looks pristine! All folding hinges work easily. Just put pedals on and air in the tyres. Motor is quite noisy and it rattles from the front over bumps. Other than that I'm very pleased. Very enjoyable to ride. Well done!!!”
“Great price and received within 5 working days, so happy with the delivery. Early days on the bike itself but received as stated on the website and was on the road 5 mins after packing, great fun”
