ComplaintsforGlion Electric Scooters

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a used or damaged item from this company. There were multiple dings, dents, and even liquid on the wheel of the product. I never took the item out of the box because after removing a bag from the wheel I immediately saw a dried liquid on it. I was grossed out, thinking it was mud and that someone had driven it. I inspected it a bit closer. That is when I spotted dents and dings all over it and took images of it. It looks like the parts were either used or damaged either during or after productionm I called acustomer service agent told me that it was impossible that the item was damaged or used because it came from a warehouse. She argued with me over and over despite never having seen the condition of the item. I told her that it appeared like mud was on the wheel. Later I looked at it without my lightly tinted glasses and saw it was a white substance. She did not believe me. Instead of honoring me she confronted me, assuming I was dishonest. It was insulting.The owner emailed me. He refunded the product and claimed it was in brand new condition. He lied about the damage claiming that the item was new via email. They were completely dishonest about the item being new and charged me 55$ dollars for shipping to send it back to them. He further insulted me by sending me an email making a false assumption about why I returned the product. He refused to refund the cost of shipping for a bad product containing a liquid stain that posed a health threat. I could not identify what was on the wheel as it could be soap, food, or bodily fluid that I was exposed to when opening a product that they falsely claim was in brand new condition. I want to report them first for bad customer service, second for lying about the condition of the product in writing, and third for 55$ for returning a product falsely advertised as new. I had to pay 25$ to UPS and wish they would refund me for that too since they sent me a damaged product and lied about its condition.

  

  Business response

  08/23/2024

  ********

  I understand your frustration with the idea of receiving a damaged or used product.  Per our previous correspondence, we have determined the scooter you received was not damaged or used.  Our scooters are shipped from China, on a pallet and wrapped with plastic wrap.  Each box is individually strapped and per a phone conversation with you, you verified the box was indeed strapped upon delivery indicating it had not been opened.  The warehouse where our scooters are shipped from cannot receive returns so the scooter shipped to you had to be new.  We had two employees, including the owner of the company, inspect the scooter once we received it back from you.  The scooter was indeed new and we could not find any damage including dents, scratches or dirt.  I have included photos of the areas where you indicated damage as well.  We do not have a photo of the soap run on the front wheel, as it rubbed off.  When you returned the scooter, you put the bubble wrap bag that the pouch goes in, over the motor/front wheel instead.  We have also included a screenshot of our return policy which clearly states the customer is responsible for return shipping.  Of course, if there was an error on our side, we would cover the return shipping costs.  Since the scooter is new, we feel we did not do anything wrong in this situation, therefore, we opt not to refund you the return shipping fee that was deducted from your refund.  We are sorry the scooter did not meet your needs and we wish you well.

  Customer response

  08/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: I received a very rude customer on my call with the female representative  I spoke with who immediately took on a tone of disbelief and sought to negate my claim prior to seeing the images (of which clearly show the dents and damage circled with blue marker). She sought to discredit me and blame me for the issue I brought up prior to viewing any physical evidence. It was degrading. On top of that, your company insults me even more by making the claim that the stain (which contains an unverifiable substance such as cleaning solution, food or drink, bodily fluid) was not on the image. I actually have a video recording I took of the inside of the box of the product that shows the product as I enclosed it back in the box.  After speaking to the representative, it became obvious that this is a company willing to lie to save its reputation. As I said, I regret doing business with you; I feel that  paying  out of 55$ and 25$ for a poor condition product is unfair and will likely make time to do online reviews to share my poor experience with customer service, the reception of false feedback, and having to pay for a the shipment of a poor condition product. I regret not taking the discount from ***** ******** scooters of which cost 200 to 500$ more than your product and are avaliable at local stores in my area.
  
  Sincerely,
  
  ******* ******

  

  Business response

  08/27/2024

  We stand behind our product, our return policy and our previous replies.   Again, we are sorry the product did not meet your needs.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In August of 2022, I purchased the Glion Dolly electric scooter directly from a authorized retailer of Glion, ******, for a total of $634.94. Initially, I was satisfied with the performance of the scooter; however, after just over a year and few months of use, the scooter began to exhibit significant malfunctions. Specifically, the battery display and throttle started to malfunction, turning on randomly one day and refusing to turn off, rendering the scooter unusable. Upon contacting Glion's customer service department to seek assistance with repairing the scooter, I was appalled to learn that they had discontinued the model (a model that was brand new at my time of purchase) and no longer stocked the necessary parts for repair. Which means I cannot even make the repair myself since Glion will not. Despite acknowledging the defect in their product, Glion refused to take responsibility for the faulty scooter or offer any form of compensation, such as a refund or a replacement with a comparable model. This lack of accountability and customer support is entirely unacceptable. As a consumer who trusted Glion's reputation for quality electric scooters, I feel deeply disappointed and let down by their disregard for their customers' satisfaction and their unwillingness to stand behind their products. I urge the Better Business Bureau to investigate this matter thoroughly and to hold Glion accountable for their failure to deliver a reliable product and to provide adequate customer support. Additionally, I request that Glion be compelled to offer a fair resolution, whether that be a full refund of the purchase price or a suitable replacement scooter

  

  Business response

  05/31/2024

  We are very sorry about the inconvenience you may have experienced.  Your scooter is out of the one year warranty and the scooter model has been discontinued.  We are out of stock on the scooter as well.  Electrical replacement parts are not available as well.  Again, we are very sorry about the inconvenience. 

  Team Glion

  

  Business response

  06/03/2024

  Please find attached screenshots of our manufacturer's warranty on the ****** product listing page, a screenshot of customer's ****** order information showing the purchase date, and a screenshot of our website showing the Dolly scooter is out of stock.

  Customer response

  06/03/2024

  
  Complaint* ********
  
  I am rejecting this response because: This does not resolve my complaint in any way. 
  It is concerning that the scooter, which was marketed as brand new just over a year ago, has already been discontinued, leaving customers like me in a difficult situation. A product should reasonably perform its intended function for a reasonable duration, and the premature discontinuation of the model only exacerbates the frustration of its early failure.
  The premature failure of the scooter within such a short timeframe, coupled with the unavailability of replacement parts, has left me in a extremely difficult position. A refund is the most appropriate resolution at this point. 
  
  Sincerely,
  
  ***** ***

*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. ↩