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 71 - 80 of 250 reviews
dc
1 out of 5 stars

Let down by this company

We waited a very long time that we understand ,the bike arrived but my daughter tried using it and even when the throttle was closed the speed wouldn't go down , she had to put the brake on to stop the bike , which ment as soon as you take the brake of it sped away to fast making it dangerous, the peddles don't stop growing round even when lifted to the up position , that could cause bad bruising to the legs also dangerous, we have told them about this and asked for a refund and asked them to pick the bike up, They haven't answered the questions except to tell us it was legeal,to use in British roads, we know that, we have all the paperwork on that,the manual didn't tell you how if you have problems with the bike to fix them or what to do about them,I'm still waiting on an email back from them for my second question to do with the throttle , nothing yet, in also waiting to see about about a full refund as the bike isn't fit for purpose, My daughter is very very disappointed after having waited so long to be let down by these people with a erider Mode18 and we need them to sort it out sooner rather than later, we can't afford to be that much out of pocket, they seemed very nice people untill we said there were problems

Date of experience: October 20, 2021

PB
4 out of 5 stars

E-Bike

Bike - great price, timely delivery, but the smaller details, such as warranty clarity, ops manual etc lacking - get that type of stuff right and would be 5*

Date of experience: October 20, 2021

RR
5 out of 5 stars

Excellent after sales service

Excellent after sales service. Have been using the Byocycle chameleon fdxl folding electric bike over the past months. Recently the bike was causing issues due to faulty levers. Have been communicating with Sam from electric rider who needs to be given 7 stars for assisting in resolvining the issue. I took the bike to my local electric bike shop and got it fixed. Emailed copies of the invoices to Sam and was reimbursed immediately without any delay. Brilliant after sales service Sam, you are an asset to the company.

Date of experience: October 18, 2021

S
1 out of 5 stars

STILL WAITING ON REFUND....BEEN 3…

STILL WAITING ON REFUND....BEEN 3 WEEKS. QUICK TO TAKE. SLOW TO REFUND

Date of experience: October 15, 2021

F

Fox

US

5 out of 5 stars

Excellent Customer Service

Ordered a bike from Electric Rider back in April. It got delayed twice due to supplier chain issues. Electric Rider were very transparent with the dates but had to he contacted to receive updates but did always leave an option to swap it over (although their stock didn't have a range that suited me). In the end, it turned out my bike did come into stock but somehow i ended up with the last unit which had a scratch on it. I was very disheartened to hear that my new bike is scratched with no other stock in the UK. Electricrider offered a reduction for the scratched bike but felt this was not enough enough make up for the 6 month delay and the damaged bike. After expressing how this customer experience was, Electricrider took on board my overall experience and offered to make things right to make up for the delay and the scratched bike. Overall I am now happy with the experience with Electric Rider and how electric rider dealt with the delays. Their staff are fantastic and Gila is an asset to the team. I do think it would be a better customer experience from electricrider for the customer to be contacted and forewarned of delays rather than be advised when emailing in querying about the bike. Can't wait for my bike to finally arrive after the long wait!

Date of experience: October 12, 2021

JK
4 out of 5 stars

Electric bike has opened up a whole new avenue of my life.

I am really happy with the bike and the experience of my bike ride. Throttle helps a great deal with starting off. And assistance makes my steep climbs very smooth and effortless. I can now cover long distances and explore lots more than I could imagine!! However I wish it was delivered early during the year as promised. I missed enjoying the ride during summers.

Date of experience: October 12, 2021

G

Gez

US

5 out of 5 stars

Great Service and supportive team

Great Service and supportive team, very satisfied! Highly Recommend

Date of experience: October 11, 2021

WJ
5 out of 5 stars

Faulty lock and cable.

Following our recent bike purchase we had some issues with locks and cables. All our difficulties were resolved promptly and efficiently. Responses to e mails were quick and supportive at every turn with spare parts delivered within 24 hours. Excellent in every respect.

Date of experience: October 11, 2021

P

Pav

US

5 out of 5 stars

Happy with my Eovolt Confort 20” bike

I recently purchased this bike from electric rider and very happy with first impression- it was recommended by their sales team and it exceeded my expectations - feels sturdy and reliable bike with excellent gear system, amazing grip of big tyres, and a good battery power. Also a minor issue with the bike was immediately handled with care. Happy happy ! Second update- still happy with bike 🚴 for its battery life and its compactness, but for past few days noticed a rustling metallic sound coming out from possibly motor and have reported it.

Date of experience: October 9, 2021

IH
5 out of 5 stars

Very good customer service.

Although I had a problem with my chosen bike and had to return it, the quality of the customer support could not be faulted. From helping me to choose the type of bike I required to trying to sort out the problems I had after the bike arrived the staff were always polite and patient. The problem I had was not of their making but they tried to resolve it in the best way possible. I would thoroughly recommend this company if your looking at an on-line purchase.

Date of experience: October 8, 2021

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