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 81 - 90 of 250 reviews
D
2 out of 5 stars

The initial interaction was ok and the…

The initial interaction was ok and the sales rep I spoke too was very knowledgeable. We purchased 2 trial destroyers and after a very long time of waiting which is completely understandable due to Brexit etc. We finally received the bikes. Having to chase for updates all the time was not great, if you updated your customers with any info a little more regularly it would help. One of the bikes was broken and after many attempts to get this sorted I decided to take it straight to the manufacturer as the response was so much quicker. I would strongly recommend passing on the details of the manufacturer to end users if they experience problems as electric Rider was very slow and I didn't feel very valued. I understand that the bikes we purchased are lower range but they are very expensive for us. Simply having a response that you will be back in touch within 72 hours via email is terrible and not accurate at all. When calling for a quick response the receptionist just says the same "send and email" which frankly isn't helpfull. Other than the value in price from buying multiple bikes there is not a massive amount of value using electric rider. Both bikes are operational now on the 6th of October after purchasing them many months ago but sadly the summer is over. Adding value as a reseller is the most important part to gain good customer sat and recurring business. I would strongly suggest you up your game on commutating regularly to customera or you may find yourself in a spot of bother in a very competitive market.

Date of experience: October 6, 2021

A
5 out of 5 stars

Helpful and informative staff, good quality bike!

I received helpful and informative advice from Sam on the phone which helped me decide between the two bikes I’d been considering. I was given a delivery date which unfortunately due to delays caused by covid was not realised, however Sam remained in contact so I knew what was going on and when I did receive the e-bike it was worth the wait. I specifically wanted a bike made in England, not China, and settled on Electric Rider for this reason, the good reviews and the great initial customer service with my enquiry. Am delighted with my e-bike, it’s amazing!

Date of experience: October 2, 2021

PT
5 out of 5 stars

Excellent after sales service

Excellent after sales service. Electrical fault on bike from day one. A new bike was promptly sent out as a replacement.

Date of experience: September 30, 2021

AN
3 out of 5 stars

Dont like the seat and loose nuts on rear wheel

Dont like the seat , too small and the nuts on the rear wheel were loose, only realised after doing 5 miles on it

Date of experience: September 28, 2021

NE
5 out of 5 stars

PERFECT BIKE!

My bike did take about 3 months to arrive but with the current pandemic anything like bikes, garden furniture etc are taking this long. Every question was answered even though I was frustrated now and again. The bike is unbelievable! I would advise anyone to get one! Best investment I have made I love it!

Date of experience: September 28, 2021

RO
1 out of 5 stars

Worst company to deal with

Worst company to deal with. Excuses after excuses. Told it would be one month. Ended up been 5. They actually kept telling me different dates until the last 6 weeks and decided to tell me the truth.

Date of experience: September 26, 2021

JH
4 out of 5 stars

Chameleon 24 folding bike…

I ordered a chameleon 24 bike from this company . It arrived within 3 days and any small questions were answered immediately. Unfortunately the instruction manual related to a similar bike which was just ok. It was quite simple to put together. But I am told the will send me a manual for this bike when it is available

Date of experience: September 24, 2021

MC
5 out of 5 stars

Our 2021 bike order

The bike was ordered back in Feb 2021 but due to no fault of Electric Rider we have only just taken delivery. They were so apologetic about the delays but theses were definitely not their fault or under their control. At no time did they try to fob me off with a confirmed eta which I appreciated. I kept patient and the bike arrived personally delivered by one of their staff. As a gesture of good will we were provided with an extra years warranty FOC which was a really nice gesture especially as the delays were not of their doing. In the end we have got the bike that we wanted at a great price and with and extra years warranty to boot. So a very happy customer and would recommend electric rider to anyone who needs a bike. Many thanks especially to Greg you was our main point of contact.

Date of experience: September 24, 2021

J

Jag

US

5 out of 5 stars

Great company to purchase a product…

Great company to purchase a product through using cycle scheme. Delivery was quick from the point purchase was completed. Would definitely recommend.

Date of experience: September 20, 2021

DR
5 out of 5 stars

Very pleased with the MATE X bikes…

Very pleased with the MATE X bikes bought. One was too big for my wife so I asked about a swap. Not a problem at all and personal contact from senior staff by telphone to aid in choosing just the right bike and a refund also of the balance. Many thanks to Greg and Gila Joffe for exceptional service to the customer.

Date of experience: September 10, 2021

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