Reviews

Review Details

• Review fromJim T

  Date: 08/15/2023

  1 star
  Horrible horrible customer service experience. My bike just stopped working one day, wouldn't charge or power up. Made an appt a month out, had to pay $$ to rent a car to transport the bike to the shop since the bike is so large it won't fit in my family car. Upon arrival, the man at the front desk was so rude, arrogant and unprofessional. He tells me good news - my bike is under warranty until December. Then moments later informs me my warranty is invalid due to "negligence" and accuses me of neglecting repairs on my bike. The entire time he doesn't look up from his computer and never even touched or looked at the bike. The bike stopped working randomly and it's my fault? This man was so rude and patronizing and basically told me he can't do anything for me, essentially telling me I now have a $2500 piece of trash that is only 2 years old. I tried to contact support and am unable to speak to anyone online anymore and have read they have gone bankrupt. No wonder! Stay away!

• Review fromSharyn E

  Date: 06/12/2023

  1 star
  What went wrong? Everything. My husband and I bought 2 bikes over a year ago. His has been replaced 2x and now mine is basically dead. $6k spent and we are expected to fix everything ourselves, wait ***** hours for email replies, inability to speak with a human being, shlepped the bike from ******************** to the closest store almost 2 hours away only to find out that the store was closing that day and would not be able to help **. Instead of giving ** our money back we were offered a total of $1500 for 2 bikes and told we have to disassemble the bikes and return them ourselves. The product this company manufactures is garbage. As nice as the customer service people are, they provide nothing but stock/standard answers, constantly sending videos and emails expecting me to fix my own bike.I have 4 pages of single spaces references to the email exchanges that have transpired over time.All they have offered ** now is the option to contact the BBB and an attorney. All I am asking for is a full refund for both bikes so I can forget VanMoof ever existed.

• Review fromErik L

  Date: 04/18/2023

  1 star
  Just a terrible store with worse customer service. Oh how to count the ways?1. two years ago when i took the bike in for a routine maintenance inspection i was told to come back in a few days to pick it up. the problem is that the day before i had stopped by and was told it could be done same day. I had not accounted for a lack of access to my bike and had no way home at this point and did not get the service 2. a few months after not getting the aforementioned service my bike crapped out. i was about a month out of warranty and was told it would be ~$1100 to fix the electronics for my S2. i told them i needed to think about it since that was a huge cost. a day later my wife and i had our first child and this entire saga slipped my mind. shortly thereafter i got an email saying my bike had been recycled. never even saw the quote in paper 3. my wife had ordered 2 van moof pannier bags for me for Christmas a few years back. after waiting for 2 months we showed up to the store and took home my present. which when i opened it at home, there was only 1 bag. not worth the wait!4. yesterday i took my bike in to fix a blown tire. a bit of an effort for me to get the bike the 2 miles from my house to the van moof store. was denied service because i had installed the van moof website recommended child seat on the bike. was told the store cannot work on the bike and cannot help to remove the child seat. when i tried to calmly articulate that the service at this place is increasingly worse, the repair individual raised his voice and talked over me. terrible! this store has no functional value at all. every time i have tried to use its services i have been wildly disappointed.