ComplaintsforWired Ebikes

• Initial Complaint

  08/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order 5301 **** tracking ****************************** *** tracking 1Z1097Y70398462098 Navidium Shipping Protection 1800-3700.99 Purchase made Jan 16, 2024 Purchase received on Feb 09 2024 Following a bike accident on August 2, 2024, the ebike I purchased was stolen. In attempting to file a police report, I realized that I do not have the serial number. ******************** ebike claims that the serial number was in the box - we kept everything from the box (and threw the box), but nothing from inside the box had a serial number on it. We are attempting to contact Wired Ebikes to seek their kind help in obtaining the serial number, or help us by contacting their warehouse or distribution center to obtain it, but they simply claim that they cannot provide/retrieve information related to serial number. I know it is best practice in inventory management to keep track of serial number, and would assume they follow such practices they provide 1y warrantee... So I am not sure why they cannot or would not provide serial number based on the order number and shipping tracking information. A good, and appreciated, resolution to this issue would simply be to obtain the serial number for the ebike I purchase, if at all possible, so that I can complete the police report.

  Business response

  09/18/2024

  In any event, this customers compliant is that we are willfully refusing provide him with the serial number of his bike. We dont have it. We provide warranty card in the original box for the consumer to write down their serial number on. They can then send that card in to us for warranty work. We dont just keep a record of everyones serial numbers unless they register it.
  
  ******

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the Wired Freedom Ebike on July 11, 2023 and received it on August 18, 2023. Upon inspection, there was significant damage to the bike that made it unrideable. The rear rack and fender were so bent and skewed that a bolt was sticking into the rear tire and the fender was jammed into the right side of the tire. I removed the rear rack and fender so that the bike would at least move, only to find out the derailleur guard was jammed into the derailleur, preventing the bike from shifting. I worked with *************************, the **** by talking to him in the chat on his website and also over the phone. He tried to talk me through a technique to bend the rack back into shape. Unfortunately, by following his instructions, the frame also became damaged. He wanted me to remove 2 of the 4 bolts and then pull hard on the rack. This ended up stripping the holes inside the bike's frame. ***** would not give me a partial refund so I could have the bike fixed, or replace the rack. I complained to PayPal and they basically ruled in *****'s favor because they insisted I pay for shipping to get a refund, which is a few hundred dollars. This is absolutely insane because the bike was shipped to me this way so it's not my fault. A couple months ago, ***** did say he would refund $150 and give me a couple "gifts" for my trouble but I never received anything. And $150 isn't enough to pay for the damage. Local bike shops are telling me $600 because they would have to fabricate the custom rack and fix the frame. This is unacceptable for an item I paid over $2100 for! Please help **** will either accept a $600 payment for repairs or I'll accept an exchange (shipping on both to be at their expense).

  Business response

  10/28/2023

  First off, some people just shouldnt be ordering things online instead of purchasing at a brick and mortar location where they can get their hand held. **** is one of those individuals. This major damage the bike arrived with was a bent rear rack. Thats it! A bent rack. I tried explaining how to bend it back in place. **** complained that he was nervous doing that himself (example of why **** shouldnt buy large items online all by himself). I said Id pay for a bike shop to fix for him. **** decided to try himself and broke it. **** succeeded in being the first and only customer that was able to bust a rack just by trying to bend it back into place from shipping damage. 
  

  When **** told us he broke it, I offered to send him a new rack when they came back in stock or I offered him $150 to buy a rack of his choice. I also gave him option to get a full refund for the bike but he was responsible to get it back to us. He didnt like any of the options so he tried to cancel his FULL payment through PayPal. If you know anything about PayPal, youll know that they ALWAYS side with consumer and refund their money. Well, **** again was probably the first and only individual who PayPal determined was being unreasonable. Because he wanted a full refund WITHOUT returning the bike, they closed his claim. 
  

  He has a broken rack. Thats it. The bike, other than the ability to put take out food on the back, rides perfectly. A new rack, $150 credit or a full refund werent good enough for this individual. Id offer him my first born if that would help.I just think **** wouldnt be happy with him either! 
  

  ***********;

  Customer response

  10/28/2023

   
  Complaint: 20787376
  

  I am rejecting this response because:
  

  ***** is lying about almost everything in his response.  I already said he "offered" to give me some money (I was wrong, he offered $100, not $150) and he also said he'd send a couple "gifts" which were supposed to be bike accessories.  I didn't deny that.  The problem is, he didn't put his money where his mouth is.  I never saw a dime.  Secondly, he did NOT offer to send me a new rack.  He said they had none in stock so I asked, in a follow-up email, if I could get the new rack and that I was willing to wait for it.  NO response!  So that was when I finally decided to open the PayPal dispute.  I think the real reason ***** wouldn't send me a new rack is because, apparently, almost immediately after I took delivery of my bike, Wired came out with a completely new design, including the RACK.  I think that's why he kept avoiding my request for a new one.  Instead, he offered for me to ship mine to him at MY expense (he provided no shipping label) so he could bend it back and then ship it back to me.

  He's also lying about me trying to get a free bike!  It's obvious from the text in the dispute that it came from a discussion I had with a PayPal associate.  I did not enter it myself.  I had to have PayPal do it because the system kept logging me out every time I hit the submit button to start my dispute.  I entered $600 out of the $2123 purchase price.  When PayPal created it for me, THEY put in the full amount and I didn't realize it.  But ***** knows this.  He could have offered a partial refund for $600 and I would have accepted.  If you don't believe me, why don't you try asking PayPal who actually entered the dispute into the system.  I'm just not sure if they can disclose that.

  I'm a very honest person but I am also not going to allow myself be ripped off by this company.  Why don't you do the right thing, *****?  ANY other company would have sent replacement parts or a partial refund with no questions asked.

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

  Business response

  10/31/2023

  Again, its a bent that we tried to resolve in a reasonable manner. We offered to take your used bike back for a full refund and zero restocking fee. No penalty at all. All you had to do was return the bike to us. You refused to return it. You rejected a full refund! Nothing more I can do. 
  

  Customer response

  10/31/2023

   
  Complaint: 20787376
  
  I am rejecting this response because:

  NOT acceptable.  You failed to mention that you offered to take the bike back for a full refund but ME having to PAY HUNDREDS of dollars to ship it.  And the damage isn't my fault.  Send me a new rack and $200 or just $600 (no rack) - that would be the right thing to do.  Alternatively, arrange to have the bike picked up at your expense and give me a full refund.

  This is not how a business should operate.  I didn't buy an open box item or a used bike.  I paid full price for a brand new UNDAMAGED electric bike.
  
  Sincerely,
  
  *******************

  Business response

  10/31/2023

  I have nothing further. 

*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. ↩