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Business Profile

Bicycle Dealers

Vanmoof USA Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bicycle Dealers.

Reviews

Customer Review Ratings

1.33/5 stars

Average of 3 Customer Reviews

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Review Details

  • Review fromDominic D

    Date: 11/03/2023

    1 star
    BUYER BEWARE!I've been a VanMoof customer since June 2023, and this company is a scam (on the verge of bankruptcy) with zero customer service. I leased a bike through them (12 month agreement), and have had a terrible time since day one. The bike I received didnt include installation instructions, and contained various pieces of junk in the box. When contacting customer support (before they went bankrupt), I was given zero support outside of automated bots that couldnt answer questions, and incorrect/outdated FAQ and reference materials online. Within the first week the shifter broke. Requesting a service appointment, I had to wait near 3 months (Sept 2023) to get it repaired, all the while having to pay the lease payment and them not offering an alternate repair location. Upon dropping off the bike for repairs, I was told it was take upwards of 1 month and no loaner bike would be offered (again, no credit for out of service bike). The repairs were several hundred dollars, but thankfully my lease program included the premium maintenance package. Thereafter, my bike was stolen (with the lock system enabled). The *** tracking location didn't work, it was never able to pair with my iPhone, and they provide no updates/support for attaining a replacement bike (per terms of their agreement). I can confirm there is ZERO customer support. Chat system online has been disabled, there is no phone number, no email address, and multiple BBB complaints have never been responded. The company is removed the payment method option from the website, disabling a user from changing payment method or discontinuing payment (potentially illegal?) because of the vendor not meeting their terms. I love ebikes and more green friendly travel options, but I cannot support or recommend VanMoof to anyone.
  • 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 us. Instead of giving us 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 four pages of single spaced information regarding the email exchanges we have have over the past year.All they have offered us 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 fromEddi D.

    Date: 09/14/2022

    2 stars
    I wanted to love VanMoof.Unfortunately, it has become increasingly hard to love them.It took two months for my bike to be delivered. Poor communication from the company about when I could expect the bike. My bike started breaking a few weeks after using. **************** is difficult to reach and rude once you do reach them. They are not understanding and do not effective solutions. After a few months of period factory resets to fix the bike (companys suggestion), the battery broke and I needed to bring it into the shop. They were booked six weeks out rendering my bike unusable for another six+ weeks. Their peace of mind service is anything but that.Once my appointment finally came around, they didnt have any batteries in stock to fix the bike. I had to leave it with them for another two weeks. When I picked it up, a new part of the bike was broken. Ive reported it and am waiting service. At no point did they offer no loaner bike or even acknowledge the inconvenience this experience has been.The bike has been properly useable 5 months of the 7 months Ive had it. Those 5 months are only possible because of the hours Ive spent battling with customer service online. Otherwise, the bicycle wouldve been broken for much more of my time with it.VanMoofs lack of accountability is bordering on scam. In theory the brand is a dream, it reality it is a pretty facade with terrible infrastructure and unreliable service.

    Vanmoof USA Inc.

    Date: 09/21/2022

    VanMoof wants to be quick and responsive to all of our riders and understand how disenchanted you must feel. The first step our support team tries to take is providing the customer with step-by-step instructions to avoid shipping their bike for repairs. Our goal is to find long-lasting solutions and mitigate inconveniences. When there are limited options, we strive to offer alternatives. These reviews are disappointing for a young and passionate company. Your experience is not indicative of our standard, and despite your previous customer service interactions, our team would happily assist you. It seems your email does not match any VanMoof account, so we ask you to contact our support team again via email or chat to restore your faith in our product and team. Thank you.

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