ComplaintsforInokim Shop

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They want me to pay for return shipping so that they repair the scooter, but I am not in a position to spend money on a defective product. When I received the scooter on March 21, 2024, it had dents which they claimed it was shipping accident. Then days after, I noticed a bend front wheel arm (manufacturer defect) which I immediately reported with proof of pictures and a video I took immediately I received the scooter, they acknowledged and provided a shipping label and I sent it back to them for repair, but when they shipped it back to me, the repair for the bend front wheel arm wasnt done, the only thing they fixed was the broken kickstand. Within two weeks, the scooter couldnt turn on at all and when I contacted them about it, they said I should ship it back at my expense and I am not fine with spending money on something they didnt fix the first time I shipped it back. I bought this scooter for commuting purposes but I have been inconvenienced deeply, so at this point, its either the company gives me a refund or replace the scooter because it doesnt make any sense how using a product for less than 90 days can have all these problems. Note: In that 90 days, it was with them for almost 3 weeks.

  Business response

  06/26/2024

  Good afternoon, 

  We have tried to help this customer many times trough out video call and emails.

  We also sent him a free return shipping label once for a repair, we have checked, repaired and return to the customer.

  Unfortunately the customer is abusing the scooter and this is not under warranty! we offered him to ship us the scooter and we will repair it for free no charge.

  Please suggest us what to do or how to handle situation like that in the future.

  Thank you

  INOKIM Customer Service

  Customer response

  06/26/2024

   
  Complaint: 21881088
  
  I am rejecting this response because:

  As you can see from their response. They have now accused me of abusing the scooter which is not true. They sold me a defective scooter and they know it. The attached emails in this conversation are prove that what they are claiming is totally false. Theyve also claimed that the scooter is not under warranty but look at this link about their warranty and what it covers: **********************************************************

  It is clear they dont want to take responsibility for their defective scooter. The scooter not turning on is obviously an electric issue which is covered so I really dont understand their claim. 

  All they have to do is send a shipping label and fix this scooter once and for all.
  
  Sincerely,
  
  *******************

  Business response

  06/26/2024

  Hi ***********,

  No problem, I will not argue with you over a shipping label.

  Our support team will email you the label now.

  Once we receive your scooter we will fix and ship it back.

  Have a good day.

  Inokim support.

  Customer response

  07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Sincerely, 
  
  *******************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received a defective product from Inokim, when I had first received it the rear break was making alot of noise. I attempted to contact the company but no one emailed me back or picked up the phone. I went to the local authorized INOKIM dealer and they charged me 95$ and they "fixed" the problem for a day. After that the brakeks gradually became looser throughout the day to the point that it would not brake anymore. I went in again and they said the disc was bent thats why it was making noise , but they didnt unbend the disc , they tightened the handle however it always became loose at the end of the day. I emailed INOKIM numerous times asking for a resolution and they have yet to even send me my warranty information. The customer service rep was arguing with me trying to show off or brag how they have the best scooters and how I should be happy that I received it at the price I did. they then proceeded to say that they will call the local dealer to resolve my issue with a lesser charge but they never did so. In addition their website makes claims of 31mph it only does 29 , and that it would charge in 7 hours and it does neither. I had purchased this on 7/20/23 my order number is ****. Hello *****,Your order has been scheduled for shipment.Tracking:1ZA3E0424297321358 Please allow up to 24 hours for tracking updates to appear.Shipped On:2023-07-20 Order Number:**** Shipped Via:UPS - One *********** Ground (Up To 5 Days)Shipped To:Ali G ********************************************************************************** Item NameQtyPriceTotal Inokim OX 2023, OX SUPER - TOP RANGE 60 MILES / orange1$1499.00$1499.00 Regards,INOKIM OFFICIAL ******************************** shop.inokim.com

  Customer response

  08/03/2023

  They have a few numbers,***************** and ***************** . ******************************** in addition I have been contacting them since Tuesday about how the top speed and battery charge does not match what was advertised on their official website that I purchased from . It says 31mph and it does 27-28mph *** on flat pavement being 163 pounds . In addition there is no 2 hour 60% charge as the webpage suggests and definitely not 7 hours for a charge . Its at least 11 to 12 hours . Attached is the claims made on www.inokim.com with respect to the inokim ox super 2023 . 

  Business response

  08/14/2023

  ********************** request was successfully completed. A full refund for $1,499.00 was credited to ********************** account Friday, August 11th, 2023.

  In response to Mr. ******** complaint:

  - We are sorry about the poor experience received from an independent Inokim dealer in NY. We have reached out to the owner of that particular dealer to understand the nature of this complaint.

  - We received ********************** scooter back late last week. We will test the unit to evaluate the problems listed in this complaint. From the initial inspection, we noticed this scooter was customized with off-road tires. This may be a reason for the lower speed indicated in ********************** email.

  - We will test the charger to evaluate a nature of the complaint regarding charging time. This could be the result of multi factors unrelated to our product.

  The refund was provided in a reasonable amount of time, this case is now closed.

   

  The inokim Team

   

*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. ↩