We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Electric Scooter

Scooter Supermarket

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Scooter.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/10/2024

    Type:Product Issues
    Status:
    Unanswered
    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 scooter on Sept. 21st 2024. I received an email on Sept 23 asking if it was okay that they send a different color than the one I wanted. I said that was fine. The emails between me and a man named ****** was friendly and timely. He emailed and replied quickly. I received the scooter sometime later and put it together. It turned out that it was still too heavy for me to lift and not a good fit for my mother. I read online that you need to return within 14 days so I immediately sent an email and called. Three emails/messages later and at least three phone calls and no one has reached out to me to start the refund process. I just want to send it back and get my money back because it's not right but no one is contacting me back. I have a feeling they are not calling me back or emailing me so they can wait for the timeframe of the return requirement to run out. That is unfair and I will not be recommending or buying from this company again. Timely feedback and good customer service is lacking and I feel very frustrated that I can't talk to someone to get my money back so I can buy my mother something else that will work for our situation.

  • Initial Complaint

    Date:07/11/2024

    Type:Product Issues
    Status:
    Unanswered
    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 mobility scooters from this business. When delivered one was smashed in the box and not usable until I can get replacement parts. I keep calling and emailing the company and they do not respond or give me an answer. I think this company my be a scam company. I just want my free replacement parts to fix the scooter that should not have been delivered smashed. The order number is 5990 from the company.

  • Initial Complaint

    Date:06/24/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    On June 18, 2024 I ordered a Portable Scooter, Model EW-M41 with the understanding it would be processed an shipped within 48 to 72 hour's. Now its June 24, 2024, 6 day's after the purchase and I have not received Confirmation/Information on the Scooter being Shipped. I have made ******** attempt's to contact the Scooter Supermarket and have not been able to make contact through they're Ph Number ************ or the local address ***********************************************************.

  • Initial Complaint

    Date:05/28/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 cup holder along with a scooter (order #****). The cup holder never arrived. Multiple attempts to resolve the matter have all failed. No cup holder, no refund (about $40).Extremely poor customer service. Emails bounced back.

  • Initial Complaint

    Date:03/04/2024

    Type:Product Issues
    Status:
    Unanswered
    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 bought a 4-wheel scooter for my uncle who is 95 years old because he was having difficulty getting around in his assisted living facility. I purchased the scooter on-line for $549. The scooter has been working well but the bar, that is attached/welded to the bottom of the seat which locks it in place, broke off and now the seat does not lock and moves in all directions, and I'm afraid he may fall out of the scooter. I have attempted contact with the Scooter Supermarket several times and can never get anyone to assist me and provide a resolution. All I am asking for is a new seat replacement for the broken one.

  • Initial Complaint

    Date:01/31/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    On 19 October 2023 I ordered an EW 4-wheeled scooter from Scooter Supermarket. It was promised for a 3-day delivery; However, delivery was delayed and not received until 29 Oct. 2023. The crate read that it was delivered directly from *****. There was no bill, invoice or declaration of any sort in accompaniment. I was told, via telephone, that if I decided to return the scooter that I would have to pay for both shipping charges and a 20% restocking fee. The cost of the scooter was $1,348.00. At no time was I told that if I chose to return the scooter I would have to initiate the return within 14 days (Bearing in mind that I did not receive the item for 10 full days) The instructions accompanying the scooter were translated from ******* and were so unclear that neither I, nor anyone else, could decipher the assembly instructions. It was not until my Physical Therapist, who looked at the scooter, said "I think I can figure out how to put it together". She did assemble it but it took 3 days to accomplish that. By the time the scooter was assembled, charged and operable it was determined that the speed adjustment was faulty and only operated at full speed, which was dangerously fast. I contacted Scooter Supermarket and told them that the scooter is defective. They disputed this although were not present to see for themselves that it was/is defective. I contacted my bank explaining that I am an 82-year-old disabled woman and that the scooter I had purchased and which appeared to have been posted directly from ***** (Scooter Supermarket is an online business; SS does not have a "brick and mortar" business, nor does it have stock) I was granted a "provisional" refund for the $1,384.00 with which I purchased another 4-wheeled scooter. I did not understand that the bank could reverse this payment. Scooter Supermarket lied to my bank and received $1,348.00 leaving me Negative $690.00. I have now incurred further charges which I want reimbursed.

    Customer Answer

    Date: 01/31/2024

    I do not have the ability to make photographs or attachments.

    The merchant told my bank that I was to begin the return within 14 days of receipt of the scooter, which was not possible, as you can read in my initial complaint.

      Further, the merchant is/was unable to see that the scooter is defective.

      The merchant told my bank (Citizens) that I should have paid for both shipping and a re-stocking fee of 20% on a defective product within the 4 days of having received it.  

     I believe I am being redundant here. Sorry

    Customer Answer

    Date: 02/15/2024

    I very much doubt that you will receive a response since they received a full refund from my bank!

    Scooter Supermarket is a deceptive onine practice which does not tell the truth. I don't know why my bank arbitrarily decided that S.S. was telling the truth but it seems that they are excellent at deception

  • Initial Complaint

    Date:01/30/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    The product was in a box that did not match the contents and the packing materials were cracked to make the unit fit. There was no key, or charger, but it did have a basket which is standard equipment which they charge extra for on their website. The base had footprints on it, and is severely damaged to the point that is cannot be put together. The front end and floor is damaged beyond repair. **************** told me they check and test drive all scooters before they are shipped. They will not exchange the product and want to charge me to return it. There is not service personnel at the location. They sent me to a distributor to deal with the broken unit but they tell me ****** is their employee when he is not. All these lies..ugh. ****** the Service Manager. ****** is friendly but he wants to send a new front end and now will need to send a new floor. He will also send keys and a charger. I asked to have help repairing the unit and have not heard back from ****** on this topic. I cannot repair it nor should I have to. I do not mind a simple issue or repair, but when over half the unit is damaged, there are no keys or charger and I am not even sure if it will run, I do not want it. I feel a full refund for this product is warranted without having to pay charges. Scooter Supermarket says it is not their responsibility and are passing the buck. Even if this unit is repaired it is a safety issue for my mother-in-law. They don't see how this can make them liable if something happens from their decisions. Would you or a representative of Scooter Supermarket or the distributor be happy with the condition of the scooter, or allow a parent to risk injury? I think not, so why should I?Sincerely,****

    Customer Answer

    Date: 01/31/2024

    I just spoke with the Scooter store. They say it will cost $380 to send it back. They will not tell me anything about the return unless I agree to pay the fee. I don't understand why they will charge a restocking fee for a broken unsafe unit. I am not even sure the unit will go to hem since it was shipped from a distributor not the dealer.

  • Initial Complaint

    Date:01/16/2024

    Type:Product 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 Deluxe Folding Portable Travel Mobility Scooter (FLD-246), on 9/6/2023 for $999 from Scooter Supermarket (SS), after talking to **** in sales. Called *****************, on 9/12, since Customer Support (CS) won't answer & he said email ********************************** (re order #****). Emailed ******* in CS on 9/12 telling her I can't assemble the seat since its made wrong (misaligned & bent) and attached photos. 9/13, ******* replied that she'll send to Tech Supp & have them call. I replied w/photo showing fabrication error. Per 9/14 email from *************************, she'll review & get back to me w/resolution. 9/15, I replied that no one is working on this & won't call me so I'm cancelling payment. She replied that she's talked to her mgr. & will replace the seat for "easy fix" but in interim, I can bend piece so it'll attach. 9/19, I emailed Ayla for status of seat & she said shipping no later than tomorrow. 9/21, **** said she's shipping seat today. 9/25, 9/27, **** said her mgr. has approved ******** ******** reach out to shipping & your dealer. I replied that I'll box it up & awaiting shipping label. 9/29, email to Ayla, I said I still need shipping labels (to return scooter & seat) so by this time I'd already told them I want my money back, that the seat won't work & electronics don't work either. **** said she'll ask Shipping to provide shipping label. **** replied that she'll examine scooter on return, and if defective (which it is) then I won't be responsible for any fees. 10/4, I got a return shipping label for Scooter & asked again for ship label for the 2nd seat (which didn't fit either). 10/11, I emailed Ayla (since no one answers phone), asking for status of refund (since I've returned the scooter). 10/12, called CS & let ring 30 minutes, no answer, so emailed ********************** 10/13, **** email saying contact SS (& they were cc'd). 10/19, told them I'm contacting ******************** 10/31, they said refund processed but I only got $600.

  • Initial Complaint

    Date:09/27/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    This company took my money and does business through another company EWheels and when i reached out to them to let them know the product they sent me was not working I got the runaround. After a month of no assistance I simply asked for a refund and than they told me ******* handle the refund. ****** refuse to assist me and stated they did not take my money so there was no refund to be given. ****** the customers service personal just continues to pass this case back and forth and neither company wants to take ownership. I simply asked for a working product or a refund. I am a elderly person who really needed this scooter and they only took my money on an already budget. **** from ******* has been completely rude and refuse to assist. Both companies work together and either of then refuse to refund this broken product. I purchased this product in June and it has been in operable.

  • Initial Complaint

    Date:06/23/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    received EW-M34 scooter from scooter suppermarket ************ on 23 may.purcased with *********** cc on 17 may. Scooter run for about a week then quit.Contacted service ************. They said it was the battery ,after test that didn't work,Week later sent me new batteries scooter still didn't work. They now longer answer my phone calls nor return them

Scooter Supermarket is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.