Review summary

Electric Rider has mixed reviews from customers. Customers particularly appreciate service and quality, though some mention concerns about customer service and communication.

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RM

Rachel Mac

1 out of 5 stars
I wrote this review back in June 2022 it…

I wrote this review back in June 2022, then again in July 2022 it was… I wrote this review back in June it was removed by trustpilot, unsure why as it was a genuine review I eventually got the money back, but what an awful traumatic experience... beware!!! do not buy, shop local Not Only did the below happen, their sales person Gila, a very angry South African abused me on my own doorstep, video evidence of this available, she also damaged my door trying to block me from shutting my own door when I was on a business call…. What kind of company is this… they then have had the bike back for weeks and still no refund This really is the worst company ever, what is worse is trustpilot removing genuine unsatisfied customer reviews, shame on you!! WARNING DO NOT USE, pay more for a high street purchase . Absolutely shocking service and after… Absolutely shocking service and after care from this company it really is non existent My bike was delivered to the wrong address, At the time I didn’t know this as they said it had not even left the warehouse A week later still nothing to he told it had been delivered but they never bothered to inform me, on investigations it was at a different house on the lane completely Then there was no bolt for the seat so still couldn’t be used I tried for several days to get a bolt and could. And in the end I had to get a new seat and pole as it was now 2 weeks without a bike that I should of had one. This was all my time and effort not theirs The next thing the cabin keep slipping and coming off making the bike jolt and threw me off and I injured my ankle from the burn of the tyre that’s still moving, told me to take it into the repair shop and they’d pay, so I took it to rockets and rascals but on route the pedals keep slipping like the motors speeding up then slipping, rockets and rascals said it’s defective and to return it as it’s so now and hardly been used I want to do this for a refund or new bike and they say they will only refund when they find the faults, this is fine but I’m already without a bike I need to get around, I’m on a tight time frame and. by looking at the rest of the reviews I’ll be waiting forever to get this sorted as I need a replacement bike not to wait around, hardly a great review for your non existent service! So do not buy from this company their customers service is very poor and any issues will be up to you to resolve so lots of time and money on your part as time costs money when your have to take time out of your day to get things sorted…. Then what they offer you is unreasonable…. I wish to return for a full refund and payment returned asap so I can buy a bike that’s roadworthy and safe Pay more buy local, oh and as I have a second electric bike I use in Cornwall I know how one should feel and ride, so please don’t patronise me again saying that’s this is just how they are when I spoke to your phone support and would get someone to call me back a week ago and never did I’ve had to email in again and getting poor responses 🤨 Sort your service out I’m within my 28days to replace as I couldn’t use this bike till 2 weeks post ordering you do the math

D

David

1 out of 5 stars
Company In Administration

Had to go through my bank for a refund. The company has gone into administration but are still taking orders that they won't fulfill. I contacted one bike manufacturer that ER stock and they were great, informing me of the situation, even providing me with the details of the administrators. ER owe the manufacturer money too. If you have already ordered don't waste your time contacting ER there's no one there.

MC

Mike C

1 out of 5 stars
DO NOT BUY FROM THIS COMPANY!!

DO NOT BUY FROM THIS COMPANY!! They are a scam and will take your money, not deliver and when you try phoning them it goes to a voicemail!! Will be suing them for a refund, plus court costs plus Interest at 8% per annum for all days they have had our money. Don’t waste your time with them! #3058ER

GS

Georgina Smart

1 out of 5 stars
E-Bike completely unusable within 4 weeks. Cannot get a response.

I bought a Basis Osprey folding bike from Electric Rider and it is now completely unusable within 4 weeks of use. First, the motor started cutting out whilst I was using it (sometimes whilst I was cycling on the road with cars around me, which was incredibly unsafe) Next, the battery life was reduced to less than a quarter of what it had been initially and the bike struggled to get up hills, even when fully charged. Now the motor has died completely. Even when the battery is displaying as fully charged, there is no motor assist at all. I have sent multiple emails and have not received any response. Even before the bike began to break, I was already pretty unimpressed with the quality. There is a considerable delay between when you start to pedal and when the motor assists kicks in. When it does kick in, it is so abrupt that you could easily fall off the back of the bike if you're not braced for the sudden acceleration. Although the bike has 6 gears, they are all so low that they are unusable (I only ever used the 6th gear). When the bike is folded, there is no way to fasten it in place and there is nothing to lift it from. It took two of us to lift the bike in an out of the boot and we had to use several straps to fasten it closed. It took ages to figure out how to fold and unfold the bike because the instruction leaflet is in broken English and the quality of the printout is so bad that you can barely see what's being shown in the photos. I was willing to accept the quality issues above because it is a relatively cheap bike (although the quality is still much cheaper than the price suggests) but now that it is completely unusable I am only interested in getting my money back for this useless product. Please can someone from Electric Rider respond to me with information on how I can get a refund for this faulty product?

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All reviews

254 total • Write a review

Showing 1 - 10 of 250 reviews
JM
1 out of 5 stars

Do not shop here

I think the company has gone under but still taking peoples money. They no longer have any customer service or any way to contact them as they do not reply and answer calls despite trying everyday for weeks now. They should be ashamed of themselves.

Date of experience: October 20, 2022

AK
1 out of 5 stars

Bike still hasn’t arrived 6 weeks later

I ordered an electric cargo bike (£3k) and one the electric rider team assured me delivery could be arranged on my husband’s birthday which was last Friday. Nothing showed up, no one has replied to any of my emails (4 sent so far) or responded to the 5 voice messages I have left over the last week or so. I am being completely ignored and fear that this is a scam. Beware of this company.

Date of experience: October 17, 2022

DL
1 out of 5 stars

I placed my order more than one month…

I placed my order more than one month ago, but I didn't receive any further information or updates. They replied only once to my email, saying that order can take up to 3 weeks, but now it's 5 weeks already and they stopped responding to my emails and phone calls. This is outrageous attitude, clients are left without any explanation about their orders and payments.

Date of experience: October 8, 2022

JH
1 out of 5 stars

Cancelled my order with manufacturer…

Cancelled my order with manufacturer without telling me or being asked to do so. Customer service communication has been poor since placing the order and now I cannot get a response via email or even get through on the phone lines. Unsure if the company has gone out of business.

Date of experience: October 3, 2022

W
1 out of 5 stars

Give me my money back please!!!!

Unfortunately the last month dealing with this company has been awful - the free returns process was far from simple. Whilst getting the bike delivered only took 2-3 weeks from ordering as promised, it wasn't the bike for us so I requested a return around 26th August. It took several weeks of calls and chasing to finally get confirmation of a date they could collect the bike. Over a month on & I'm now not getting any response from Greg or Sam on when I'll get my refund processed, and no matter how much you try and escalate via their receptionists it doesn't do anything! When you do get through to someone on reception, they are pleasant enough, and tell you they'll look into it, or pass on the message but the setup they have is just broken unfortunately. Whenever I ring back, I get through to a different person each time, who can't get hold of the last receptionist I last talked to (sometimes never heard of them so have no idea how their system works). They then themselves can never get through to anyone internally - in a month of calling, not once have they managed to!! The receptionist team must pass on a lot of messages, which the rest of the company blatantly just ignore rudely or are too busy to respond. I do not know why they can't arrange this given the bike was confirmed to be received back over a week ago in good condition. I'd be wary of anyone wanting to go with this company - either understaffed or in serious financial difficulties to repay refunds back to clients. I understand why there are so many bad reviews - I never write reviews like this and don't like to do it. I hope that someone in management or customer services reviews these and can help me get my refund back as I need it!!

Date of experience: September 30, 2022

JP
1 out of 5 stars

Won't return our £3000

We ordered a bike that couldn't be delivered on time, despite promises that it could. We have now been owed our refund (£3000) for weeks and Electric Rider have stopped replying to emails or answering the phone. I am completely aghast and don't know what to do from here.

Date of experience: September 30, 2022

MA
1 out of 5 stars

If they treat you like this BEFORE a purchase, what are they like AFTER?

So, I approached the company, explaining that, as my arthritis and fibromyalgia advance, carrying my Raleigh Evo (20kg) up and down a flight of stairs has become impossible. I booked an appointment for a call, to discuss what they could offer that is lightweight, and easy to fold/unfold. Several emails came, and text messages too, reminding me of my appointment, at 10:30, on 26th Sept 22... with someone called Gila Joffe... .... I am STILL WAITING! Nobody got in touch, called, or bothered to email since, to apologise! I emailed, texted and gave up in disgust! Imagine if I HAD bought a bike from them, and something had gone wrong... could I really expect any satisfaction, help, assistance from this outfit? I SERIOUSLY DOUBT IT!!! I'd be left to take them to Petty Claims Court... Not even with someone else's bargepole! STEER WELL CLEAR!

Date of experience: September 27, 2022

ec
5 out of 5 stars

good experience

i ordered an mbm efunk move and it arrived undamaged with good customer service from the delivery driver. and excellent service from their support staff through email correspondence

Date of experience: September 20, 2022

MD
3 out of 5 stars

Great Bike, Good Service, A little more care with bike and set up needed

Overall pleased now the bike has arrived - The Fantic is a very impressive bike. Plus points - Good price compared to competitors, Great bike, Generally good customer service to queries Minus points - Took a little while to be delivered, first slot cancelled but delivered 2 days later. Bike had a mark on it which was satisfactorily dealt with. Think I will need to tweak the handle bar (not central) and suspension set up for my weight. Not sure why there is not better details about the servicing deal online, however happy with email confirmation on what it includes and remote servicing option. There aren’t too many Fantic dealers here (one on line does not do EMB!)

Date of experience: September 16, 2022

JR
2 out of 5 stars

Electric Rider Customer Care

I ordered from electric rider and was told drlivery within 2 weeks, having waited over 2 weeks for delivery I finally asked for a confirmed delivery date and was told cyclotricity had not responded to their emails so they'd removed them from their sales and I could request a refund, numerous emails, un returned phone calls later I still no nearer to refund, When you call they say someone else will ring you back and of course no one does! Update/Response: Electric Rider did respond to emails but did not action what they'd said in the emails, it's no good saying we will send a refund and then not send it, I had to inform Klarna as they where still taking money from my account and I had not received refund from electric rider, all electric rider had to do is give full refund to klarna and my extra deposit back to me, I've now heard from klarna that refund is due but this should've been done weeks ago. I do believe that if you order from electric rider and bike available then customers will have no issues but they've got to realise that if a customer phones them they need to ensure a rapid meaningful response and not simply ignore their calls.

Date of experience: September 15, 2022

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