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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See what reviewers are saying

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 111 - 120 of 250 reviews
SG
5 out of 5 stars

I love my Emu Step Through Electric…

I love my Emu Step Through Electric Bike. It was a problem tracking the courier but I could track that it was out for delivery and that it was being delivered within a few days. I had paid £200 extra for hydraulic brakes and the left brake did not initially work. I received great service from Gina Customer Service Advisor at Electric Rider. She advised that my left brake may have an air lock if it had been stored flat at any stage. I was advised to keep engaging the left brake and it should come right. I also found the original saddle very painful on my lower pelvic bone area and Gina was able to advise me on an alternative saddle that would fit. It was a 'MSDADA Gel Bike Seat Bicycle Saddle' for £16.99 from Amazon and it made all the difference. Sometime during my first 19 mile cycle the left brake righted itself. I have now done 60 miles in total and find the bike great when ascending steep hills. It took time to adjust to an electric bike. I now go around all corners with a '0' so that I do not zoom over to the other side of the road My husband fitted the handlebars and seat for me. When on my first group ride fellow cyclists adjusted the handlebars to the correct orientation. I would have preferred if the bike did not advertise that it is an electric bike on the bars at the back but I suppose any bike thief would recognise it as such. It is a great looking bike. I am 66 and 5' 10 inches and managed to lift it onto a Halfords 2 bike carrier purchased for £79.99 that carries up to 30 kg weight. Halfords were able to check that it would fit my Volkswagen Golf car. My next tasks are to find a bottle carrier and a pannier but I am sure that Gina will be helpful if I cannot find these. I have no hesitation in recommending this bike or Electric Rider.

Date of experience: July 22, 2021

DB
5 out of 5 stars

Very good dealer

Very good dealer. I am really happy that I am a customer of this company.

Date of experience: July 22, 2021

NC
1 out of 5 stars

Poor and insufficient information given…

Poor and insufficient information given to customer. Not just right to view bikes over the Internet. I got a wrong bike from this shop.

Date of experience: July 22, 2021

M
1 out of 5 stars

I was told I would receive my bike in…

I was told I would receive my bike in May. I was not informed of any delays from Electric Bike Rider, I had to contact them. I received it start of July. The bike had couple of scratches on it, the carrier was damaged as was the seat. I was told it was probably damaged in transit, which is in my opinion total rubbish. I got an apology and was told that I would receive a new carrier, paint and a new seat, I’m still waiting. Almost 3 months on from the original delivery date and I’ve still not managed to ride my bike. Trying to get through on the phone is difficult and if you leave a message you have to wait up to 48 hours for a response. I wouldn’t class this as good customer service. I’ve missed out on several planned bike rides and I’m certainly not a happy customer.

Date of experience: July 20, 2021

CH
5 out of 5 stars

Excellent service

Excellent service, I was kept informed at all times about delays to delivery and when it finally arrived I was absolutely delighted. It is a super bike and I am thrilled with it.

Date of experience: July 19, 2021

JH
5 out of 5 stars

The prices are fair

The prices are fair. Deliver the goods quickly. Thank you!!

Date of experience: July 19, 2021

QR
5 out of 5 stars

Very affordable prices

Very affordable prices. Highly recommend the dealer. The scooters here are great

Date of experience: July 16, 2021

SS
5 out of 5 stars

Electric Rider is the way to go

I cannot recommend Electric Rider enough. Absolutely SUPERB customer service and brilliant team. Everything from keeping the bike I wanted on hold, switching bike batteries and sending out a new bike lock - ER has been on top of it all and keeping me in the loop. If you want a smooth, straightforward and uncomplicated process when purchasing a bike Electric Rider is the way to go!! Shievanie

Date of experience: July 16, 2021

HC
1 out of 5 stars

I wish I could give a 0 star Rating.

I wish I could give a 0 star Rating. DO NOT buy from these people! They lied to me about my delivery date for my bike and I had to contact them to receive an update on my order, only to be told my order had been delayed! I decided to cancel my order and was told I would receive a refund within 2 weeks. Nearly 4 weeks later I have still not received a refund or ANY sort of update! I have contacted them 3 times in the past 5 days and each time have been told I would be contacted within 24 hours (still waiting) They are great at communicating during the purchase stage, but once they take your money it’s near impossible to speak to anyone. I would avoid them at all costs! There are other great companies that you can purchase e-bikes from at a competitive price, including where I have now purchased my e bike from and received my order within 48 hours. ***UPDATE*** Funny how I left a review and within 24 hours my order has finally been cancelled, but still no refund or any update on when my refund will be processed. Which honestly I expect an immediate refund as I have already been waiting 4 weeks. It is not my fault the staff are incompetent and couldn’t process my cancellation as soon as I requested it. The reply I received through trustpilot was not satisfactory because throughout the buying process I was told my bike was in stock and would be dispatched within a week. You stated that there where severe delays to my shipment and I was made aware immediately? That is FALSE! Never have I received any update on my order! I had to contact Electric rider in order to receive an update! Don’t believe any of the replies to customer on trust pilot as they are trying to protect their reputation. I wouldn’t be surprised if the positive reviews are from associates. Please read all negative reviews and you will notice it’s the same issue. Their negative reviews account for 20% of all reviews. That’s 1 in 5 customers that are left unhappy. Ps my order was part cyclesheme voucher and part card payment. ***UPDATE 2*** Yes the cyclesheme voucher has been refunded to me, but only because I contacted cyclesheme as I had no trust in Electric-dealing with my request promptly. Cyclesheme told me they would be cancelling the voucher, which they did. Also I still haven’t received a refund for the debit card part payment of my order even though I requested my order to be cancelled over 3 weeks ago.

Date of experience: July 13, 2021

IG
5 out of 5 stars

I needed an E bike

I needed an E bike. When I called, Jila Joffe pick up the phone. My initial intention was to enquire about an ebike, but the amount of help,professionalism, patience and the high standard of customer service I received from Jila made me decide to buy the bike there and then though it was not my initial intention. Furthermore, I was expecting the bike at some point around the end of August, but surprisingly it was delivered within the week. I very much appreciate the customer service I received from Jila and I'm very please with my purchase.

Date of experience: July 9, 2021

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