London, United Kingdom
5-11 Short's Gardens, West End
N/A
+442039661167
My non electric bike is great and the service from the London store was fine but seriously disappointed with VanMoof overall. I purchased my bike through the subscription some years ago. I did so because at the time VanMoof promised that there would be an option to sell on the subscription or upgrade to a better bike in the future. When I tried to do this I was told there was nothing I could do except keep paying monthly or return the bike and get nothing back. Given this took customer services months to reply to me I’m really not happy. I reckon on average it takes around 6-8 weeks for customer services to respond to any enquiry and then it tends to be a one line email which doesn’t resolve it. To cap it off they closed out my last 2 responses together with one line reply and then sent me 2 customer service surveys - if they can’t be bothered to deal with my response properly why do they think I should fill out the survey? Also, not sure if they are still promising that you can borrow a bike when you visit another city. Ha ha yep that was a lie as well. Thought it would be fun to use a VanMoof in Amsterdam when I was there... again ages for customer services to respond, they palmed me off to the local store who ignored me. Guess this is the problem when you support an innovative start up... the founders have all these great ideas but that’s all they are.
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Very helpful, inviting store. I'd definitely recommend going there if you want to test ride their bike or have any questions for them. Extremely friendly bunch
Vanmoof electrified X3 is a joy to ride and the Android app works perfectly with my phone. I ordered an Vanmoof electrified X3 in Oct 2020 and it arrived in Dec 2020 due to the brexit, covid delays and high demands for stock. Unfortunately it came with a dented back fender which was quite disappointing since I was expecting everything to be brand new. I called up customer service and they booked the earliest slot (which was a few days later). I took it to the London brand shop the day before in the evening so they could replace it the first thing in the morning. I got an email the next day in the evening that I could picked it up when I was ready and it was all good to go. Free of charge. Amazing customer service with very knowledgeable staff. Aside: When unboxing by far the front wheel cable and cable cover was the hardest thing to actually install. You need to really push the cable up further than expected. I would suggest you take it to your local brand shop to get that bit installed if possible.
Delivery delayed 3 times now and original delivery date was supposed to be more than 2 months. The firm seems keen on setting itself targets it is unable to reach.
Order delayed by 25 days. Ordered early Aug for late October/ early November delivery which was fine. Got in touch with delivery date which became very excited about and started putting plans in place to holiday with - since delayed. A week I could understand but 25 days is too much. Hope to change this review when bike arrives and love however at second is a grrr moment!
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