VanMoof

Team were super friendly and fielded all my questions. My test ride was at 2, took my time deciding which bike, had more questions which I spent 1hr asking then finally purchased the bike. They didn't lose any enthusiasm at all throughout the conversation, I could clearly see they were passionate about the product.

Shoutout to the Assistant manager and the other assistants who provided me with advice, they really reassured me that this was a worthy purchase.

Terrible service: I told them (for the 4th time), that I don’t get the notification when the bike is ready to pick up after repair. I have given them (for the third time) an additional email, but here I am again with no notification (maybe if the staff spent less time flirting with each other and focused on service, things would be better). And obviously their online portal does not show the repair status - possibly because the staff at the store did not log it properly. And there is no number to call - only a useless boot to chat with. And note that this is a repeated repair for the same issue since it was not properly fixed the previous time.

And obviously, the repair store (that was in the center when I bought the bike), has been cleverly located in one of the most poorly connected locations of London - very smart.

I won’t ever buy a VanMoof again for sure.

This bike’s max speed in London is 16mph. I get overtaken a lot by all sorts, scooters pedal powered bikes. And because it’s slower than what i am used to I use the booster a lot, great lil button but it drains the batts rapidly. And now for the really bad bit: The customer service is run by Bots. There is no one to talk to. Having Bots working your customer service just demonstrates that they don’t care about customers and they definitely don’t want to talk to anyone. Ultimately ask yourself: do you want a good looking bike or a quick bike?

I would not recommend buying a VanMoof bicycle. I bought one last September and it has broken twice. The only way to contact them is through a chat box and they reply so slowly that it takes ages to resolve anything. They also didn’t save my request and therefore didn’t fix my bike until I had to chase them up about it. They don’t have a complaints department so had to complain through the excruciatingly slow chat box. They then said that they couldn’t give me a replacement bike while I wait for mine to be fixed because they don’t have enough and then offered me a measly 25 euro voucher which isn’t much use since hardly anything in their store is that little. Meanwhile I am paying for public transport every day. When their bikes work they’re good, but they break often and customer service is awful.

Such a disappointing experience from start to finish. Bike delivered two months late, poorly assembled by the factory. App doesn't work consistently. Battery fault after four months and extremely slow + ineffective customer service. Lesson learned: don't buy online!

I have two VanMoof e-bikes
S3 & X3, at first i thought they were great bikes, but after moderate use, you realise they are built with poor quality materials that break regularly.
Their customer service used to be great when we first purchased the bikes, now they’ve grown as a company they have lost touch and have also moved to a different location. This has had a negative effect, they don’t even have a TELEPHONE number to call, it’s now so much more difficult to get help.
If you don’t live in central London keep away from VanMoof!
It’s Such a shame, we will once the bikes are finally fixed be selling and moving to a different e-bike brand! I will be cancelling my pre-order on their new ebike

SHOCKING customer service. I have have had my bike for over a year (btw I really like the bike) and decided to take it in for a service. Having paid for the very expensive 'peace of mind' maintenance package, I thought this would be quick and easy.

I booked in a time via the VM website. Given all I wanted was a quick once over and the brakes tightened, I thought it would be done on the spot while I waited. How wrong I was!!!

The guy in the shop told me that the bike would be ready for collection in 48 hours, worst case scenario 72 hours.

It has been over a week!!! I have had no contact from the shop. I have tried half a dozen times to contact VM via their useless chat bot customer service. There is no number to call. The one time the chat bot actually connected me to a human they were pretty useless. They assured me that the store would contact me that day...obviously I heard nothing.

Truly shocking customer service from a 'premium' brand towards a customer who has spent over £2,500 on their product.

Nice bikes, terrible company.

Great product and friendly staff when you go into the shop. However, communicating when you are not in the shop is awful and the the delivery time took 6 months to deliver which is ridiculously slow. Very frustrating and I wish I had bought another a ebike as the wait is not worth this.