Xplore Electric
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Bad treatment & Bad communication
This review is long, the main points are; I paid Xplore £173.99 in total for full service & they didn't do everything they claim to do on a full service, they had my scooter for 44 days and treated me badly. My scooter was returned dirtier than when they took it & with new scratches. Xplore Electric (now shortened to X) had my scooter for 44days! The main issue with them is communication & response times, apart from the initial contact or concerning money they have been very slow in replying. I see they're online & reply immediately but their replies have (at times) taken several days. I feel that the way they have treated me is because of how I look and who I am. On 5/3/25, I contacted them, response time & customer service was excellent, they agreed to collect my scooter, service & return it. My scooter was collected on 5/3/25 & within 2 days they let me know that I had a slow leak & an internal part was damaged. They told me they could fix the tyre but weren’t able to find the part, they offered me a part exchange for my scooter which I declined. I sourced the part myself, & the manufacturer sent the part directly to X after I got the address from X. I advised X that the part will be sent directly to them. Several days passed & I did not hear from X, I asked if they received the part, & when they eventually replied (24th March), X said they hadn’t received it, but they were “keen to get my scooter out”. I ordered the part AGAIN, I received it within 2 days & contacted X to ask if I could bring the part to them & if there was a secure place to leave it as I would deliver outside of working hours. After a few days, X replied and said yes. Due to my mobility issues, it took me another day before I could deliver the part, I delivered it on 3rd April, confirmed delivery & the next day, X said “thank you we will look into this asap”. On 8th April Xplore had my scooter for over a month. After the initial contact, their replies were very slow, I called them several times on both numbers & the calls were never answered, I also left messages & asked my support network to call on my behalf and their calls were also ignored. I also contacted Xplore in writing and asked when they will be able to finish the work, and they ignored me for several days. Obviously Xplore have stellar reviews, from their other customers, but our transaction has been disappointing, I don’t want to upset them, as they still have my scooter & I’ve only been prompt and polite when communicating with them, however, they have been VERY slow when replying to me. On 9/4/25 I received a reply (below) but it didn't make sense, they said they had to travel abroad for 2 days & return to work on Monday, I assumed Monday 14th April, this will be ELEVEN DAYS after I delivered the part & they didn't confirm when I would get my scooter back. On 15/4/25, X attempted to return my scooter, however, I noticed that the bracket for my headlight was snapped & headlight was dangling precariously. The technician implied that when they received the scooter at their workshop the bracket was already broken, I assured him that it wasn't broken when I gave the scooter to them & if it was broken at the workshop then it must have been done in transit. The technician implied I was lying & said they would check the photos they have. 16/4/25 X advised that they would repair the bracket free of charge, they didn't say what they found in their photos but logic would dictate that if it was broken when they got it, they should have informed me & listed it as part of the service, after all they had my scooter for over 40 days & didn't mention it. I do not recommend them if you are a customer "like me" as they will likely treat you badly & charge you a lot but not complete the full work & take long to do it.