ComplaintsforElectric Zip

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a bicycle on June 30th 2024. After having not received an email confirmation I called the phone number on the website everyday for the last 4 days three times a day to cancel my order. I've also emailed the two email address listed on the website multiple times. I sent several text messages as well. I have not received any response to any of my inquiries. The charge of $335.95 is still pending on my credit card. I've done everything I can to contact the company to cancel my order but have not received any response. After doing some additional research I feel as though the website could be fraudulent.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered an ebike on June 22. I paid $709 for a 36 volt cruiser bike. When I had not recieved the bike, but HAD recieved shipping confirmation, I reached out to the company and was told by ***************** that they no longer had the bike I purchased in stock, but they'd send me the 24v version and refund me the difference between the 2 bikes ($130) I agreed to this. I recieved a refund for only $80, and when I looked at the website, they changed the price of the 24v bike to $50 more than it was originally! I had a screenshot from ****** of the web page with the original, unchanged price. I asked about the additional $50 refund I was owed and heard nothing. When I recieved my 24v ebike, I assembled it but noticed it wasn't shifting or braking correctly, and the power was cutting on and off. I took the bike to a repair shop to be looked over, and when they removed the plastic protector covering the shift cables, brake line and battery cable, they noticed all of the wires had been sliced through. They said it was not repairable and I should ask for replacement from the ElectricZip. I sent multiple emails and made multiple calls to both ***************** and ********* detailing the situation and did not hear anything back, so 5 days later I opened a dispute with my credit card company. That's when I recieved an email from ********* stating "we were going to give you a refund but the credit card company took our money". My dispute was denied. I then reached out to ********* and ****** again to ask if they would now refund me. I have not gotten any response, I have been reaching out since July. It is now November.

• Initial Complaint

  29/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a ***** ************, a pet carrier, and was supposed to receive a free 4k hd camera with purchase. They sent my info for delivery through an app called ******* that requires permission to access my personal emails and email settings. I refused because im not giving my personal email access to them. Through about 6 phone calls, i cant get a person to speak to. My signature only order showed up n never got a signature. It was missing the pet carrier and camera and the bike needs to go to a bike shop for repairs and cant be ridden.... Im currently dealing with blown headgaskets on my truck so i bought the bike to get to n from work which is 15 miles from my house. Upon emailing them about my missing stuff on friday mar 25th, they replied with an email saying i ordered a camera and bike n not a pet carrier and that the camera was shipped with the bike... Im already beyond stressed cause im walking to work. I replied that i paid for a pet carrier and reported that n the camera never showed and that them telling me i only ordered a bike n camera and that the camera is there is ridiculous. I put the bike together n try n ride it n the gears keep blowing the chain into the tire and frame. * **** * * **** ****** **** ************ **** **** ******* *** **** *** ** ***** ***** **** *** *** ******* ****** ***** ************ * ****** * **** *** **** ** ** ***** ** * *** ** *** ***** **** ** ***** *** * **. The link is ******* that requires me to give my email setting access and personal email access to use.... The only person i can get an email from is yvette who says she cant speak directly due to medical conditions. She says my camera n pet carrier are being shipped for the bike that doesnt work. The company sends me an email saying the only thing im missing is the pet carrier n thats whats being shipped. Im out 1300 dollars with a bike that cant be ridden and cant even get the camera.

  Business response

  09/04/2022

  Hello, 

  Please see attached the correspondence with the customer. 

   

  We explained to the customer that the 3 items all ship separately and sent the tracking for each item. Despite this, the customer kept complaining that the items didn't arrive together - he didn't seem to pay attention to the emails we sent with the tracking details. 

   

  He mentioned there were issues with the bike he received. As we are a distributor, we asked for more details and a video that would show the problem. We need this detail to explain the issue to the manufacturer. However, he never provided more detail. He just continued to rant and rave about various issues. 

  
  He also stated we said things that we never did say, such as that we said he never ordered a pet carrier. We never said that. We said that the pet carrier is shipping separately.

  We provided tracking as follows

  
  Shipped with **** Tracking *** **********************
  

  Pet Front Bike Basket - (Shows delivered April 7)

   

  And although we explained that each item was shipping separately, he said things like 'I thought you said they were shipping together'
  
  There was this pattern of misunderstandings or, again, not paying attention to what we were explaining. 

  The customer also mentions that we told *****, the manufacturer, that he never ordered a bike. 
  This is absolutely not the case.

  I believe what may have happened is the customer checked with the manufacture using the order number from us, ***** ** *****.

  ******** *** ***** ****** **** ***** *** ** **** *** **** ***** ** ****** 

  The order number from the customer to us is *****, while the order number from us to the manufacturer (*****) is *****.

   

  If the customer continues to have technical issues, we are more than happy to help. We need to know the details of the problem along with any pictures or videos that can help explain the issue. We will forward the issue to the manufacturer for their advice.
  Of course the customer may also go directly to the manufacturer about the issue. If so, he should use the order number with Electric Zip which is *****.

   

  Thank you,

   

  Andrew Q*

  
  
  

   

   

   

  **  ******* *************************************************** ********* *** ****** *** ****** *************  ********* ***** ** ******* **** **** ******** *** ********************** *** ***** **** ****** * ***** ********* ***** * ********** ******** ******** ******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩