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Business Profile

Wholesale Bikes

Upzy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Bikes.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/18/2024

    Type:Sales and Advertising 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.
    Last December I purchased a tri-rider tricycle. Initially when I received the unit, it had shipping damage. The company sent me a replacement basket. According to the company I understood that the bike had a one year warranty. After assembly the rear end of the trike was out of alignment and never went together correctly. Apparently the company is now telling me the parts are out of warranty, even though the bike never successfully made it on the road for a ride. The company is playing games and I am extremely unhappy.

    Business Response

    Date: 07/18/2024

    Hi ***,

     

    You are correct in that you purchased your trike from Upzy on Dec 20, 2023, so about 8 months ago now.  We resolved everything for you upon shipment. Currently 8 months later you're reaching out to us and sending us pictures of a worn and used trike in which you demanded free replacement parts for which you said is still under "warranty."  The warranty is not 1 year.  The warranty also does not cover usual wear and tear. Your pictures indicate there was wear and tear on this trike, which is completely normal after it's been in your possession for 8 months.

    I was in the process of helping you source these replacement parts for you to purchase, however ****** does not currently have the parts you're looking for, so I informed you I will update you when they do.  Even if you wanted these parts, they are not available right now.

     

    Thank you,

    *******

    www.upzy.com

     

    Customer Answer

    Date: 07/18/2024

     
    Complaint: 22006894

    I am rejecting this response because:
    According to your website this frame and according parts should be under warranty. This bike was damaged either in shipping or when built I had problems with it before I ever used it. The same damage caused axle warping and tire wearing problems. This only becomes evident after riding and using the bike. I have rode this bike less then 50 miles and becuase of the original shipping damage caused multiple other problems. You are aware of this because the company sent me a new basket but unfortunately there was multiple other structural damages that the only way I could see was after normal wear and tear. I spent over $1000 on this bike and have nothing but problems. The bike was purchased last December and there is no excuse for the problems I have had. I reject what you say. 

    Sincerely,

    *******************

  • Initial Complaint

    Date:05/03/2023

    Type:Sales and Advertising 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.
    They sold me a kids "go cart" which stated free shipping for a few days. I paid then they contacted me telling me I had to pay $288. for the free shipping. I asked them to cancel the order and they demanded a cancelation fee of around $100. This feel like a scam. They will not cancel the order so paid the $288 - hoping something will show up. now i really feel scammed. I want a refund for the $288 " Free Shipping" .or I want them to cancel the order.

    Business Response

    Date: 05/05/2023

    The customer is mistaken on all counts. We have already explained clearly to the customer, but she has refused to admit her own fault and responsibility. More than 90% of our items have shipping included in the prices except for a few go karts/ATVs/scooters, etc. These items allow for the customer to pick up the item at a warehouse for a reduced price. This is clearly stated on the item's website listing itself AND also on our shipping information page. When a customer chooses to purchase one of these items, they have to select an option to either have it delivered to them (for a higher price) or pick it up from a warehouse (for a lower price). This customer knowingly chose the option to pick up from a warehouse, but upon contacting her about it, she threw a huge tantrum and started threatening us. We showed her all the evidence, but she was too emotionally invested in her self-righteousness to admit any mistake on her part. It seemed like she was aiming to get the item delivered to her, but with a reduced price, thereby "cheating". Our cancellation policies are clear, but she still chose to pay the additional $280 (not $288 as she mentions) to have the item delivered to her. Rather than have to potentially deal with the customer on credit card disputes and whatnot (our experience with many customers indicate this type of customer will do any means to try to "win" because of their own self-righteousness), we have cancelled both of the customer's orders, which includes the additional payment. We see that the customer has an online store herself and hope she does not face a customer like herself. Thank you.

  • Initial Complaint

    Date:10/05/2022

    Type:Product 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.
    We purchased a 36v 500w ($762) electric quad for our 8yr old son from UPZY.com. Were looking for something he would have for a couple of years. It was written in their Specs section that this specific quad had a top speed of 15mph. After receiving the item and putting it together, my son got on it. It was a lot slower then the website stated. I assumed ut was set at the low setting, so I researched online how to get it to the high speed. After researching it with the actual manufacturer, it only has a top speed of 10mph. We contacted UPZY and asked to return it. They advertise 100% Cusstomer Satisfaction. They responded with their return policy. It states a 15% restocking fee and we have to pay for the return shipping. When I wrote back that we were fooled by their falsely written description of a 15mph top speed and we didnt feel we should have to pay any fees, they responded with disclaimer that is somewhere in their site. That disclaimer apparently states that we were supposed to check with them on whether or not their listed specs are actually factual. That is not fair and it is a suspect method of trying to get away with their own mistake. They have since stopped making contact with us. We want a full refund. We have proof of their mistake and false advertisement by way of screenshots from their site. This a bad business tactic and they need to be held accountable.

    Business Response

    Date: 10/06/2022

    As we have already responded to this customer, we have a product disclaimer (https://www.upzy.com/pages/product-disclaimer) that is agreed upon by all customers purchasing from our store in our Terms and Conditions (https://www.upzy.com/pages/terms-and-conditions). Usually, if a particular specification or feature of an item is of utmost importance to the customer, they would double-check with us first. It is the customer's responsibility to read through the Terms and Conditions before making the purchase from our online store. Therefore, since the customer has agreed to it, he should be held accountable to it. 

    Customer Answer

    Date: 10/06/2022

     
    Complaint: 18169704

    I am rejecting this response because:

    It makes absolutely no sense that I should need to verify what the buisness has listed as the specs. Why even list the specs if they are false? Having that disclaimer is just a cop out to their mistake. They advertised the product with the wrong information and won't take responsibility for their mistake. It should not be on me or any future customer to have to verify whether or not their listing is true. Why would anybody question what it says? The company had it listed that way, it was false, now they should simply apologize and refund me the money. If litigation is the only way to handle this, that is what I will do.


    Sincerely,

    *****************************

Upzy is NOT a BBB Accredited Business.

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