Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/28/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an ebike. It had to be assembled. When assembled it was noted that the cover for the gear shifter was missing. I corresponded with them via email and was told the replacement part would be mailed. So far, no replacement part has been received. It has been weeks.

  Business Response

  Date: 10/08/2024

  I attached our entire conversation history with the customer, who has a history of losing our emails, delays to responses or no responses altogether. Meanwhile, our response time to them has been quick and responses have been clear and thorough. We asked them to confirm their address and they never replied to our last message. We will send them another part today and we'll let them know of that.

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While me and my wife were riding our bicycles her bike, the Retrospec, derailleur got caught in the spikes of the back wheel messing up the wheel and the component itself. Luckily we weee just riding through a parking lot because it did stop her suddenly, I could only imagine what would have happened if we were riding normally.What the issue is that I reach out to them to get a resolution so get it fix, which I will admit them they said they would send a new part, however being that it states in their instruction manual the derailleur was already set in place from the factory and we just needed to install the seat, handlebars, and wheels. I would have been okay if they would cover the cost of the replacement and labor to fix it however they dont seem to care that their own installers are the ones who messed up the component and keep saying I should have had it inspected with a company first, which we have had only for 2 months, and in my opinion if they really cared about having their bike inspected they should have reached out multiple times before and after purchasing the bike to insure that is says in their manual.At this point I would just like a refund and even offered to send back their back to they can learn from their own mistakes.

  Business Response

  Date: 02/11/2025

   

   Order W6059742 - purchased 6/11/24

  The customer had reached out to us 8/1/24 regarding the issue with the derailleur. We would like to clarify that our bikes are shipped with the derailleur pre-adjusted. However, we highly recommend having the bike assembled by a professional to ensure that all components are correctly adjusted and in optimal condition for use. If there had been an issue with the derailleur right out of the box, the customer would likely have experienced noticeable issues with both the wheel and shifting functionality right away.

  Its important to note that derailleur issues are not typically considered a manufacturer defect, especially when other factors could be at play. For example, over time, a derailleur can shift slightly and may need minor adjustments. Additionally, if the bike has been dropped or stored improperly, this could cause the derailleur to shift out of place. Other factors, such as incorrect tire pressure, can cause the wheel to go out of true and even result in spokes breaking, causing the spoke to jam in the derailleur. Due to these variables and the time that has elapsed since the bike was purchased, we do not believe this issue falls under the category of a manufacturer defect and is deemed wear and tear, which is the owner's responsibility to upkeep.

  That being said, as a gesture of goodwill and to show our appreciation for their business, we offered to send the customer a replacement part which was not responded to by the customer. We value them as a customer and had hope this demonstrated our commitment to their satisfaction.

   

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 11/24/23 Bike since first, looses air in tires. No support or assistance from Retrospec. Today on 6-12 said it's wear and tear and to take it to bike shop to spend hundreds of dollars for new tires and install. I have used this bike a dozen times give or take. I have had to fill air in the tires repeatedly and they loose after rides of less than a few miles.Retrospec refuses to backup their product. Their reviews on BBB indicate refusal to cover anything. They wont spend tire replacements, they don't fix a defective product from the start. This is the worst purchase I've ever made in my life. They are deceitful and lie to customers who have zero recourse or production when products break.

  Business Response

  Date: 02/11/2025

   

   Order W5635172- purchased 11/24/23

  Regarding the warranty issue raised by the customer, we appreciate them reaching out to us on 12/23/23. At that time, we promptly addressed their concern and assisted them with the issue they had mentioned. However, when the customer initially contacted us about their warranty claim, they did not highlight any issues related to the wheel/tire. It wasnt until 6/11/24, many months after several uses of the bike, that a concern regarding a flat tire was brought to our attention.

  As per our warranty policy, flats are not covered as they are considered part of the natural wear and tear that occurs with use of the bike. Exposure to the elements during regular use can contribute to flats, and it is the responsibility of the bike owner to maintain or repair their tires. Had the customer reported this issue immediately upon receiving the bike or within a reasonable timeframe, we would have been able to consider their concern for warranty coverage.

  We understand this may not be the outcome the customer was hoping for, but we believe its important to communicate our warranty policy clearly in such cases. New tubes for tires are easily obtainable through online retailers or any local bike shop for the cost of around $10-$15.  We truly value their business and are here to assist them with any further questions or guidance on how to proceed with the repair or replacement of the tire.

   

• Initial Complaint

  Date:03/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bike but quickly realized it was the wrong size. Within 10 minutes I requested a cancellation. No tracking or order confirmation has been sent to me and they are saying they cant even though *** already placed another order for the correct sized bike through them. Terrible customer service. They dont pick up the phone.

  Business Response

  Date: 03/22/2024

  Hello BBB, 
  
  The customer placed the order ******** on **/**/2024 at 11:46PM for $******. He emailed us ****************************************************************** our Office was closed. Retrospecs' business hours are Monday thru Friday 8AM-4:30PM, Which is why the customer was not able to speak to anyone, the office was closed. The order shipped out the following morning at 6AM when the shipping team started processing orders and by the time the **************** opened, the order was already shipped. As our website states, We can cancel the order if the items has not been processed or shipped out. We notified the customer the order shipped and he threated to return the order and another order he placed W5898762. Although the order shipped, we called the shipping company to return the package back to us. The order arrived and we processed a full refund for his order in the amount of ****** which is what they paid. The Customer decided to keep the second order. They have not sent back the order. 

  Customer Answer

  Date: 03/22/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Sorry for the mix up customer service really made it up to me!

• Initial Complaint

  Date:01/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 4 bikes and 2 bike baskets for a total of approximately $1300.
  
  Bikes were professionally assembled but do not operate as any reasonable person would expect a bike to operate. Multiple adjustments have resulted in no improvement. The wheels lose air, the seats move around, and overall the bikes drag when being ridden. These bikes were intended for minors to use and they are unsafe.
  
  Because I am 50 days past the purchase date Retrospec will not refund my money. I would have made an earlier attempt to return the bikes but we repeatedly tried to adjust the bikes to make them usable.
  
  Their return policy makes it nearly impossible to return a bike, even within the 50 day window (can only be returned in all original packaging in brand new condition). Thus, once you’ve used the bike, it’s no longer new and acceptable for return.
  
  Extremely poor product that does not work with no cooperation from the company other than to request that we send pictures/videos. However, the issues - as explained multiple times to retrospec - are not apparent from a video. The bikes drag when riding due to poor manufacturing and cheap materials.
  
  I would like my money returned for the bikes (happy to keep the 2 baskets). If Retrospect wants the bikes returned, I will return them with their paid shipping.
  
  Thank you.

  Business Response

  Date: 01/19/2023

  Hello, 
  
  The customer purchased 4 bikes in August 2022 and reached out to us in January 2023 requesting a refund for the bikes because they were defective. We asked the customer to describe the issues so we can offer solutions. She didn't provide pictures or videos and just described the issues via email. The issues she is experiencing are regular assembly issues that can be corrected by simple adjustments. Our assembly guide and owners manual recommend customers have a bike shop assemble/ inspect a bike after its assembled to make sure it is in riding condition and does not damage any other parts that can become costly. Since the customer is past the 50-day return period, unfortunately, we would not be able to accept her returns. Our Quality control team notified us that the issues she is having are not Manufacturing defects but instead adjustments that bikes will during assembly and tune-ups. We have gladly offered to send her replacement parts if needed to get the bike in working order but she is adamant about returning the bikes five months after purchasing them. 
  

  
  

• Initial Complaint

  Date:09/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two bikes from this company. Both were on sale but were not clearanced. Nor did they say the bikes were non-returnable. Upon delivery, we assembled the bikes but noticed that the front braking system for both bikes was defective. We attempted to adjust the braking system to no avail. I promptly contacted RetroSpec to return the bikes but was told they would not honor a return, which is contrary to their return policy on their website. I am attaching the email exchange here as well.

  Business Response

  Date: 09/28/2022

  Hello, We are sorry to hear that you're having issues with your bike. Thank you for sending the video over to us. Upon viewing your video, we do see that your bike is in need of brake adjustments as our assembly instructions, owners manual and warranty page state.The brake housing is not seated properly in the noodle causing the brakes to be too tight and squishy. You mentioned that you have tried adjusting them but the adjustments do not make a difference, Which is why we suggested you take the bike to a bike shop to make the adjustments for you, as stated on our assembly and owners manual. The bike is not defective. It just needs brake adjustments. Because the bike frame is not defective, it does not qualify for replacement or a return. We hope this clears the issue up and let us know if you have any other questions.
  

  
  

  Customer Answer

  Date: 09/28/2022

   I am rejecting this response because:
  
  
  Both bikes have this defect. I have adjusted them on numerous occasions to no avail. Further, Retrospect is conceding that they are in need of repair based upon my attempted adjustments. Essentially, I have two brand new bikes that both have to be taken to the bike shop to be repaired. That is unacceptable.

  Business Response

  Date: 10/12/2022

  Hello ******, 
  
  We are working with the customer to get the items back to our warehouse so we can process a full refund for the customer. Please see attached screenshot of our communication with the customer verifying our communication with them.
  
  Let me know if you have any questions, 

  Customer Answer

  Date: 10/12/2022

   I am rejecting this response because:
  
  
  I am currently in *******. Upon my return, I will ship the bikes back to them using the label they gave me and expect to see a full refund ($529) to my PayPal account. Once the funds are returned, I will gladly accept their response.