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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/04/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
June 2024 date of purchase. Payment begins July 2024 via ShopPay.com payment website. I received an eBike that arrived damaged; undrivable completely. Also upon inspection the ebike appears to be defective in several ways, one being the battery which sparked when I turned it on. That should never happen. I am trying to get in touch with them, they've responded with several emails none of which is resolving the issue. I tried calling and they have an automated system... no personal customer service. I tried texting at the number given, no reply at all. ************************* Senior Product Specialist sent me the emails with no resolution. I am trying to return their bike and cancel my order and have got no reply. ORDER #BTM9844 The eBike is repackaged and ready to be sent back to them. I am not paying for a damaged during shipping and defective ebike. Tracking number: ************Customer response
07/22/2024
I've included a *** copy; I readily sent back their eBike; they've received it. The eBike first was delivered to me damaged during shipping; upon inspection the eBike is deemed unusable and defective by the company and myself. However ? Affrim, the loan company I also contacted for support has viewed in their favor. I don't understand that because even the eBike company viewed in my favor... agreed to a refund and no other issues taken up. ? I'm currently awaiting one payment only, not the full as it was never got that far. It's one payment of $85.00 and then all will be well. This was a difficult process. I will think twice next time. I'm a cyclst and have no issues so far other than this. Thank you kindly.Business response
07/25/2024
The customer was promptly assisted, and we provided a prepaid return label for them to return the bike, which they did. However, upon processing the refund, we discovered that the customer had already initiated a chargeback with their card company, resulting in the funds being returned to them. It appears they opted for the chargeback instead of allowing us to issue a refund through our system.
We have since reached out to the customer, and it appears that the issue has now been resolvedCustomer response
07/29/2024
Complaint: 21942347
I am rejecting this response because: I don't know what "chargeback" is. I didn't do anything. Could you please explain what that is. The only refund I need is one payment made, $85.00. that's all. I promptly have sent the eBike back, they have it. There doesn't seem to be any argument with this company; they have been helpful all along. Just my refund please, of $85.00. ****** said it'd go through them. ? :) Thank you
Sincerely,
*******************************Customer response
07/29/2024
I have not heard back from them regarding my refund returned. This matter is not closed.... they didn't return anything yet; as it should be seen. There's nothing new in my bank account. They need to finish with Affirm and return my $85.00 and close the case there. Thank youCustomer response
07/30/2024
I've yet to receive any refund. Seller has to go to Affirm and close it down there first< You see, there has been miscommunication from the onset... seller was saying he'd send me replacement tires etc and I emailed back saying that was not the issue, the rear tire was damaged during shipping along side other issues with the eBike/. Finally they understand this. It's not completed with Affirm yet<<< okay? $85.00 is still owed. I had to ****** THEM to get the return shipping label THEY DID NOT OFFER IT. Okay :) .... This is why I opted for help w/Affirm and then you, BBB. I sincerely appreciate your help in this matter. Thank you. Regards. ****************************;
Customer response
08/10/2024
??*:?-:**:.-!! My sincere thanks I received my refund I couldn't have done it without Affirm and your company BBB Kind regards ??*:?-:**:.-!!
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.