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Svar från e-bikeshop.co.uk

Uppdaterad 26 maj 2025

Thanks for your review "Mary". Took a little digging with the team here to find out who this review was from since you don't use your real name on Trustpilot.

Ive spoken to Josh here, who has given me a rundown of the order, communication and where things sit right now.

You placed your order for your new bike on 4th May, we built it the following morning and had it out to you on the same day and all of your emails regarding the helmet (bar the one received late last night) have been replied to almost instantly. As far as customer experience in the bike industry is concerned, this is light-speed so its a shame the only aspect in question here is an accessory.

We're aware that the instruction manuals from the manufacturers are generally aimed at people who already know what they're doing with a bike. This is why on the outside of the black wrapping on ALL bike boxes which leave us are two big stickers, both with "SCAN HERE TO GET STARTED", a QR code and a web address. This points users to our new bike setup page with helpful hints, tips and videos showing how to get started with their new bike, along with our contact details where calls are answered in 2 or 3 rings and the support team of ebike experts are on hand to answer ANY questions about the bike, im a much quicker manner than flicking through a manual. Again, this is very much beyond the general level of support in the bike industry, as you'll note from our thousands of other reviews across the web.

The Tern checklist is not filled in, because its not as comprehensive as our own PDI process. We trust and expect that the bike is working exactly as it should, regardless of the bit of paper?

Josh spoke to me about your request about the helmet before coming back to you owing to the payment method.

The day on which you requested the return IS the 15th day and so legally, we're not obliged to accept any return however in the spirit of customer service and experience, I asked Josh to accept the return, however, we cannot simply refund you, because you paid for the bike using Finance which means you've not actually paid us for the bike, but a third party. Once the agreement with them is signed by you, your purchase contract and payment details are with them.

We cannot legally refund money directly back to you, since this could be considered a method of money laundering (monies paid to any business can only be refunded via the original method of payment and since you paid V12 Retail Finance and not us, we have no way of refunding you).

Instead, I suggested to Josh that rather than taking the hard-line of "your time's-up", we can either exchange the helmet for the correct size for you, or, provide the value of the voucher back as a credit note/voucher.

Since we're legally unable to refund you directly and have also offered you the option of an exchange for the correct size or a credit/voucher, I would be keen to understand what more Josh could have done for you on this occasion?

Please feel free to contact me directly - ben@e-bikehsop.co.uk

Ben
Sales and Operations Director.

EDIT - There is nothing publicly identifiable since you've not used your own name. However, we don't have any recent orders for a "Mary", and you were the only customer who had made a complaint about a helmet in the last 6 months and so with the information given, it didn't take Poirot to work out which order this related to.

I feel confident, based on the many other reviews on this page vs the content here from someone who only leaves negative reviews and under a nom de plume, that any future potential customers will understand the situation and it shouldn't have any negative effect.