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Business Profile

Electric Bike and Scooters

VanMoof

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Bike and Scooters.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/04/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 leased a $2600 bicycle from the company when my company partnered and promoted this brand. With less than 5 miles, it stopped worked and was determined to be defective. This was after countless hours on chats and email since there is no phone support. I have not had a working bike in over three months. Its disappointing the company has spent countless hours and money promoting the launch of a new model, but users that have already purchased get no support. The email supervisor responds once every few weeks, and apologies. But Im completely stuck. I finally received a box to ship back and was told to let them know when I receive it, then they would schedule a pickup. I did that, and still have not heard a thing. Sadly, when I do receive a response everyone is nice but say they are just overwhelmed and dont have support. In the process, I have lost the wheel lock key and now I cant even pack it up. Sadly, we were also purchasing another one for my spouse but have put a stop on that decision. So you know, I thoroughly enjoyed the product and innovation when it was usable. Warranty and customer support just isnt available at want reasonable ability for this high end product. Sorry for having to report this, but Im out of options at this point :(

    Business Response

    Date: 08/15/2022

    Please see attachment

  • Initial Complaint

    Date:07/21/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 bicycle and accessories at the VanMoof store at **************************************************************, in February 2022. The bike and accessories were supposed to be delivered by May 2, 2022, at the latest. VanMoof charged $2,337.22 to my credit card, which posted on 2/28/22. The accessories were not delivered until 5/6/22, and the bicycle was never delivered. During that time, the company did not answer their customer service phone line (their message said the service was discontinued) and they did not respond to online chat requests. They did not send a single update on the status of the order. On June 30, 2022, I went back to the store to cancel my order, return the accessories that had been delivered, and request a refund. It has been three weeks now, and no refund has been made. Either VanMoof is catastrophically disorganized, or the business is a scam.

VanMoof is NOT a BBB Accredited Business.

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