“Absolute disgrace of a company. Had a huge pain getting the bike in the first place and a refund of a double charge! This was over a year ago.
After returning to my bike after a few months of not riding it it now doesn't work.
Took ages to arrange a repair. After a long time of no response from support, the box they sent through doesn't fit the bike as I can't remove the pedals or the kick stand as the bike doesn't turn on to unlock the back wheel! Managed to make it work anyway, but it was returned by UPS because the box was so heavily damaged! The bike had even fallen out of the box because it was ripped so much!!
So I have a likely heavily damaged bike, sitting back at my house and STILL NO RESPONSE from the VanMoof support team.
Absolutely despicable.
I am now pushing for a refund!
**Update since Vanmoof responded via email. I am still going through this abysmal journey and moving at snails pace! I highly highly recommend you don't purchase a Vanmoof. I wish I had gone for a Ribble.”
“I bought a VanMoof S3 in August 2020. After several moved delivery dates it arrived in November. It was purchased with the theft & maintenance plan, along with a pannier rack, so the total cost was over £2200.
At first I thought yes this is a great bike, but there were niggling quality issues. The disc brakes screeched, the gears wouldn’t always engage and you’d be left there freewheeling. At times it couldn’t be unlocked with the handlebar button would be unresponsive. The bike also managed to unlock and turn itself on a few times too. These were minor though, and the bike could still be ridden.
Fast forward to the beginning of February and now I cannot ride the bike at all due to a catastrophic failure of the battery pack. It needs a completely new one according to technical support. They diagnosed the problem remotely. The bike cannot be unlocked without charge in the battery.
VanMoof customer service have proved inept at dealing with the problem. Apparently this is not unheard of. 20 days later ive still got a VanMoof that cannot be ridden and with no solution to fixing it, even though the bike is still within warranty and I have a service package. At the moment I have zero trust in this company. They’re now blaming brexit ffs!
The company are very happy to keep selling new bikes but don’t want to support existing customers.
Avoid at all cost. I wish I’d never heard of these guys.”
