e-bikeshop.co.uk Opiniones 

Excellent experience, the price of the bike and the customer support team very professional, reliable and supportive. After purchasing the bike in 1 hour they get ready the bike and shipped so I got next day delivery.
Bike arrived perfect condition, well sealed all accessories and original packaging. These lads are professional in what they’re doing so I will 100% recommend anyone who want to purchase a bike online with full safety and insurance.

Easy to order delivery on time

Late delivery – hangs up when discussing cancellation and refund

I ordered a bike on Thursday last week. Delivery was quoted as being before 6pm on Friday the next day. The delivery via TNT did not happen, and when I called e-bikeshop I was advised that delivery might be on Saturday, but would likely be on Monday. The staff member I spoke with was polite and helpful.

Monday: Again, there was no delivery, and TNT tracking showed that the delivery had apparently failed twice, even though I was at home and available. No attempt had been made to deliver and this was later confirmed. The staff member I spoke with on a couple of occasions to check the status was polite and helpful.

Tuesday: The TNT tracking was showing the item as still in transit. I called e-bikeshop at around 10am to check the situation and was advised that they had received an update that the item would arrive, even though TNT tracking said otherwise.

Tracking had not been updated by 2pm, so I called again. I was advised that the item was definitely on the van and would be delivered. At 5pm, TNT tracking showed: "Time constraint prevented delivery. Delivery at first opportunity."

I called and spoke to Josh to advise that if the item did not arrive by 10am tomorrow, I'd cancel the order. He advised that no refund would be issued until the item had returned to them. I have no control over when this will happen and naturally want to order an alternative elsewhere.

As I explained that since the item has not been delivered they can cancel delivery, he insisted that I must wait until the item is back with them before a refund will be issued. As I started to explain that it was their responsibility to ensure the item is delivered, and while I was speaking, he hung up the phone. A subsequent call went unanswered.

There were no offers to call TNT again to confirm that delivery would be made by 10am tomorrow, and no empathy for a customer having waited in for a delivery for three days.

Hanging up the phone on a customer who is expressing frustration, and in no way being rude, is disappointing to say the least.

Shortly after the call, and in response to an email I sent requesting that the order be cancelled, I received an email claiming that I had implied they were lying and that they hung up on me because I was “venting.” At no stage did I imply that they were lying, and it’s pretty clear that TNT are responsible. However, they chose TNT as their delivery provider. If explaining that I do not expect to wait for a refund because their delivery agent has failed to deliver on three separate occasions is considered “venting,” fair enough. I was not rude at all and was doing my best not to let my frustration show.

Edit: In the response, I see no apology for the delays or an acknowledgement that a customer can feel put out at having to wait for a delivery. In all of my communications I have remained polite. I have reduced my review from two stars to one star as a result. There's little point me spending time reviewing TNT as their score is around 1.3 on average and my review would have had little effect. You chose TNT as your representative and I had no choice in the matter.

I called four times yesterday. The first was to check for an update. The second was to indicate that no delivery had yet been made and that the tracking still indicated that no delivery would be made. The third time was to advise that the shipment had failed due to constraints and the final time went to your voicemail after Josh had hung up on me.

I also note that you choose to misrepresent my words. I said "Sorry to say, but looking at the TNT status, it is now saying it won't be delivered today due to time constraints and it will be delivered when next possible, which is clearly not what was said to you today or whoever has spoken to TNT today. What's going on please?" Josh's response was "To be honest, your guess is as good as mine. We are not TNT so would have to reach out to them unfortunately." I responded "Well, OK. Based on the fact that, I can't really say more than I have now waited for three days and not gone out to see clients because I have been waiting for a delivery and it has not happened. There has to be some consequence for the fact that your appointed delivery driver isn't making delivery, so I am going to stick with what I have said and if I don't see the bike by 10am tomorrow morning I'll just call and cancel the order." This was said politely and you are completely misrepresenting the tone of my communication with you.

Customer service tip: Accept responsibility for your choice of agent and apologies are generally welcome when you or your appointed agents let down a customer.

Always quick and professional help. I love this store.

Fantastic bike shop and excellent customer service. Had some challenges with my order and the team at the shop were incredibly helpful in working those out. Love the bike, would highly recommend, website is great and easy to use as well 10/10.

The p&p is far too greedy. £4.99 for a 25g nut. Fast service

The company service was excellent.
I knew what I wanted and found them extremely helpful. I can only sing their praises and would recommend e-bike shop
Don’t hesitate buy an e-bike and enjoy

Thumbs up!!!

Received the correct part next day as promised, excellent service.

Parts arrived on time
Good quality and good price

Fast and friendly experience dealing with a warranty issue and also very helpful setting up new component. Glad i bought my bike from the e-bike shop

I bought a new Orbea ebike from e-bikeshop as an online customer. I do not live locally to them. Dissapointingly the ebike system developed a fault after only two months of ownership. E-bikeshop were "on it" right away and engaged with me and did not brush me off because I did not live locally and was unable to take the bike to them. Albert assisted me to diagnose the likely cause of the fault. I was then sent a replacment part (bottom bracket torque sensor) under warranty to externally test. This was confirmed as the root cause of the system fault. Albert then made contact with a local bike shop to asssit me with proper fitting. The bike is now back on the road! This was great service from e-bikeshop and showed me that you can buy online from them with confidence even if you do not live nearby.

I had a technical query that I’d asked a few different places and no one had the answer.

Alfred at e-bikeshop.co.uk back to me with the information I needed.

And to top it off the dispatch time was rapid and price was very competitive.

Thanks again

Excellent service. Delivered next day with one hour slot.
I needed to alter the delivery address which was done without fuss.
Great jobs

Excellent service and very helpful, thank you

I had a problem wit a part on my bike so I requested a replacement part under warranty. e-bikeshop responded same day to my email and put teh warranty claim in with Bosch. The next day it was confirmed that my claim had been accepted and teh replacement part was shipped out! Problems happen, that's life, but what counts is how those problems are dealt with and both e-bikeshop and Bosch excelled in their response. I heartily recommend both.

Great service. Brought my bike few months ago and delivery was fast.

My charger port cover on the bike fell off last weekend, emailed them and within 4 days they had contacted the manufacturer and a replacement unit was delivered to me.
Brilliant customer service and after sales.

Excellent service - Excellent product with fast next day delivery.

The whole process from ordering to delivery was faultless, and efficient.

Failed to deliver because DHL failed them