New Customers Looking To Order
Existing Customers Facing Delays
If you are an existing customer experiencing delays post-Brexit and also relating to the second pandemic then we sincerely apologise. We will always do our best to assist you and we kindly ask you to please understand that we build ebikes & have done our part the best we can, but the delays at hand are by curriers with all that is going on globally right now. We do not have the capacity to be dealing with large volumes of complaints via email or phone while we are trying to deal with our normal tasks, it must be respected that we will do our very best & some things are outside of our control for all that is unprecedented at this time until things correct over time.
We are asking all customers facing delays to please give us until the 20th to get some updates regarding shipping clearances and to please understand that we have to investigate each person individually with at what stage anything is at. We also have to reach out to our logistics and get replies that are needed for you. We do not have this information at hand via phone. With this said and due to the large numbers are angry calls with customers not understanding what we are dealing with our phone lines will now be closed until further notice. All communications must be put in writing via email or WhatsApp and we will deal with all things accordingly. It is not fiscally possible to be on long calls repeating ourselves with the time needed with what we are facing.
Phone lines with open again after the 1st March, until then kindly please sit tight and be patient. We will deal with every single customer and get you a result. We fully understand your frustration and agree these delays are not good. But again please understand, we built bikes and what this pandemic and post-Brexit changes have done is not our fault and we will do all we can to sort things regardless. Kindly please simply allow us some time.
Complaints & Refunds
If you are a customer who is dissatisfied with our services due to the problems that exist with shipping delays at this time, then we fully understand. We do not want this for any of our customers and there are some factors to take into consideration if you are thinking of now asking for a refund.
Firstly your custom made ebike that we have built is completed took time also, to cancel now would prove difficult for us to refund you while it is in mid-transit and already on its way to you. We understand it has taken considerably more time than initially expected with what our usual delivery times are, but this is not anything to do with what we personally do or things within our personal control with what is going on globally.
Secondly, the only way to get a refund at this stage in mid-transit is if the bike is reported damaged and that it will not make it to you by our logistics. You are welcome to open a PayPal dispute with us as we are a reputable company whose intention is to help every single customer. BUT PLEASE TAKE NOTE: that by opening a PayPal dispute with us you wasting your one-time claim option that should in effect be used for the quality of our goods and be held under warranty.
With the above said in most cases if you can understand what we are saying that the delays are due to the curriers and not us personally then what we can do is to open written investigations and claims with our logistics/currier against any delays that exist. In most cases it is only $50-$100 USD that can be paid out for delays if granted and shipments will get through to you in due course.
We ask all customers who wish to complain to not call and put everything officially in writing that we can pass on to our logistics/curriers, to which we will also have to wait for a reply to give you an outcome.
Thanks
Email complains only in writing to: customer.services@enduroebikes.com