Complaints

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.

• Initial Complaint

  Date:04/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  i ordered bike parts on march 31st , i paid for 3 day expedited and it took 9 dats to arrive, the company refunded 7 dollars of the ***** i paid for shipping. on arrival the fuel line i ordered was not packaged and was covered in gasoline. i ordered NEW fuel line and i got used fuel line.this is absolutly unacceptable.

  Business Response

  Date: 04/10/2025

  Hi ****,
  
  Thank you for reaching out. We are very sorry to hear about the inconvenience you experienced with the fuel line you received. Please accept our sincerest apologies for any frustration this may have caused.
  
  We have already processed a replacement fuel line for you under a new order (#BB-358329). You will receive a notification via email with the tracking details as soon as it ships.
  
  Regarding the shipping fee, we understand that you paid $19.95 for Expedited 3-day delivery, while the standard shipping fee for your order was $12.95. As the delivery was delayed, our support team has already processed a refund of the $7 difference.
  
  Please do not hesitate to reach out to our support team via email at ******************************** or by phone at ************** in case you have any further questions or concerns. 
  
  Thank you again for your understanding. We value your business.
  
  Sincerely,
  
  Bikeberry Support Team

• Initial Complaint

  Date:03/17/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I placed a 4 item order totaling $158.52 on 2-2-2025. On 2-11-2025 I received notice the package was ready and a shipping label was created. It is now a month after the shipping label was created and my order is still sitting at there warehouse. They have a 3-7 day shipping policy. I reached out to customer service several times. Each time they apologized and said it would be sent out real soon. One time the representative spoke to shipping supervisor and I was promised my order would go out that day, but it didn't. The last time I called, I was asked to give it one more week. That was about 11 days ago. They won't let me cancel the order and get a refund because the order is packed and ready for shipping. If I ever do get the order and if they authorize me to return it I'll be charged a restocking fee. I no longer need the parts. It was took too long and I needed to ordered a new engine kit from someplace else. That is my only means of transmission and needed it running. I would like help getting a full refund as the problem is totally on there end. This has gone beyond any reason given there own 3-7 day policy. They should have given a warning before I paid them.

  Business Response

  Date: 03/19/2025

  Hello ******,
  
  Thank you so much for reaching out and sharing your experience with us. We truly value your feedback, and we're genuinely sorry to hear that your order didn't go as smoothly as it should have.
  
  We completely understand how frustrating it can be when things don't arrive as expected, and we sincerely apologize for any inconvenience this has caused.
  
  The in-stock items you ordered are currently on their way via ****. You can track their progress using tracking number **********************, and they're expected to arrive on Monday, March 24, 2025.
  
  To make things right, we'd love to offer you the cost of these in-stock items as store credit. You'll still get to keep the items, and there's no need to return them. 
  
  Regarding the transmission, we've unfortunately experienced an unexpected backorder. We understand this is disappointing, and we want to resolve this for you as quickly as possible. We'll be happy to process a full refund for the transmission back to your original payment method.
  
  Please let us know how you wish to proceed. For prompt assistance, you can reach out to us with our support team via email at ********************************************************  or phone at **************. Our team is wholeheartedly committed to resolving this matter swiftly and to your complete satisfaction.
  
  Sincerely,
  
  Bikeberry Support Team

   

  Customer Answer

  Date: 03/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will accept the in store credit for the value of the order. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:08/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bought a engine it want run try chatting they run you around in circles never get person always a email or chat with the same scripted message

  Business Response

  Date: 09/04/2024

  Hi ******,
  
  We're so glad you took the time to share your feedback with us. It's important to us that we hear from our customers, and your feedback helps us make our products and services better.
  
  We are truly sorry for the inconvenience you have experienced due to the issue you are having with your engine.
  
  We appreciate you bringing this to our attention. Upon reviewing your conversation with our support team you already address your concern and our dedicated support team is responding all your queries and information you want to know. 
  
  Base on your statement your concern has not been resolved after providing you some visual instruction. Our support team are asking you some visual in order for them to investigate and provide you a resolution, 
   
  To ensure you receive the fastest and most effective resolution, please provide us some visual (photo/videos) and please maintain communication with our support team via email at ********************************  or phone at **************. Our team is wholeheartedly committed to resolving this matter swiftly and to your complete satisfaction.
  
  Sincerely,
  
  Bikeberry Support Team
  

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 are not honoring the warranty. Ive been waiting for a new part for 4 months.They sent the wrong part after I sent several pictures. I offered to send the part back at my expense.I can't get anything from them even a wiring diagram to attempt the repair myself.I even offered to purchase a new bike at a discount so I could get parts.Nothing works.I have copies of all the communications and promises that are never kept.Now they are completely ignoring ******* been kind and courteous and beyond patient.

  Business Response

  Date: 08/07/2024

  Hi *****,
  
  We're so glad you took the time to share your feedback with us. It's important to us that we hear from our customers, and your feedback helps us make our products and services better.
  
  We'd like to inform you that I've spoken to the support team, and have this resolve as quickly as possible with a timeframe provided of the new replacement.
  
  In the meantime, please allow the support team some time to keep communicating to the supplier. They have a rigorous process in place to ensure that you have provided a correct and exactly the replacement you need on your Electric Bike
  
  Please continue to communicate with our support team so you'll be updated on the status of your concern
  
  Thank you for being patient and understanding. I know this has been a frustrating process, but we appreciate your cooperation.
  
  
  Sincerely, 
  
  BikeBerry Support Team

  Customer Answer

  Date: 08/07/2024

   
  I can see that they have read what I have submitted but they do not reply. You can see in the chat window that messages have been received and then read.
  
  I have been completely cool and level headed. I have done everything I can and waited a very long time. (FIVE MONTHS)
  
  The bike has been broken longer than 1/2 the time I have owned it.
  
  I have even told customer service that I would buy a complete new bike if they offered me a discount to make up for the poor warranty service. They said it was being considered. But after this is when they also stopped replying.
  
  Several times I was told I would hear back in 24 hours, with No response. I would reach out again. Then I was told 1 week. Again, No response.
  
  This behavior has persisted for the full 5 months that the bike has needed repair.
  
  I am actively being ignored by your customer service department.
  
  I have not gotten anything from customer service or the warehouse. For FIVE months.
  
  No response. And now being ignored.
  
  I purchased from bikeberry as they promise top notch tech support and warranty.
  
  This has proven to be a false claim.
  
  I have kept a record of all of the correspondence between myself and bikeberry customer service

• Initial Complaint

  Date:11/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  November 16 2023 I received packages from BikeBerry.com via ***** one package was opened and had a loose part sitting on top of package upon opening it the item was not what I ordered and the other has damages ,chipped paint on rims after contacting Bikeberry.com via email I was instructed to take all parts out of both boxes and send photos which I did .I contacted **** at BikeBerry on phone she pulled up the photos and said I would have an email from tech support within 24 hours and now I have not received any email from them at all .

  Business Response

  Date: 11/20/2023

  Hi *****,
  
  We're so glad you took the time to share your feedback with us. It's important to us that we hear from our customers, and your feedback helps us make our products and services better.

  We are truly sorry for the inconvenience you have experienced due to the incorrectly sent engine.

  We appreciate you bringing this to our attention. Upon receiving your email with the visual, our support team thoroughly reviewed the matter. We apologize for the delay in our response, as we were closed over the weekend. Our team is committed to resolving your concern promptly and they are with you during the process of verifying the items you received and identifying if there are any missing parts.

  Our RMA department has processed your request to return the incorrect engine and receive the correct replacement. A return label has been promptly generated under RMA#BB-340091-R1. Please refer to the attached return label for detailed instructions on returning the item.

  To ensure you receive the fastest and most effective resolution, please maintain communication with our support team via email at ********************************  or phone at **************. For your convenience, you can also respond directly to the email containing the return label to address any further concerns. Our team is wholeheartedly committed to resolving this matter swiftly and to your complete satisfaction.

  Sincerely,

  Bikeberry Support Team
  

  
  

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Engine will not work or fire up

  Business Response

  Date: 11/14/2023

  Hi *****,
  
  We're so glad you took the time to share your feedback with us. It's important to us that we hear from our customers, and your feedback helps us make our products and services better.
  We are very sorry for the inconvenience caused by the engine problem.
  We've completed our investigation and have determined that the last order you placed for an entire engine kit was in May 2023. We just received notification yesterday that you finally installed the engine, but it is not working properly. Our expert technical team provided you with troubleshooting steps, and our last conversation ended with us asking you some additional troubleshooting questions. However, we have not received any response from you regarding these questions.
  Our technical team is fully committed to helping you resolve your concern as expeditiously as possible. To ensure prompt and efficient assistance, please maintain open communication with our support team via email at ********************************  or phone at **************. Alternatively, you can conveniently reach out to us by replying to the email. We are genuinely eager to assist you in resolving this issue effectively and to your satisfaction.

  
  Sincerely,
  
  Bikeberry Support Team

• Initial Complaint

  Date:08/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I bought a set of wheels for my bicycle, I received a mangled box with numerous holes and gashes, upon opening the box the wheels inside were damaged, ************, scrapes, and scratches not only were they not packed properly, during transit they must have got smashed, and the box had opened ** in numerous locations and damaged the wheels. I sent bikeberry videos and pictures upon their request and they have still not refunded my money yet they keep giving me excuses after excuses

  Business Response

  Date: 09/05/2023

  Hi ****,
  
  We're so glad you took the time to share your feedback with us. It's important to us that we hear from our customers, and your feedback helps us make our products and services better.
  
  We'd like to inform you that I've spoken to the support team, and they've initiated the return process for your unit. Your return merchandise authorization number (RMA) is RMA BB-******-R1.
  
  I've checked with the warehouse team, and they'll need to inspect your returned item before they can issue a refund back to your account. I'll follow up with them as soon as I have an update and let you know as soon as possible.
  
  In the meantime, please allow the warehouse ********* time to inspect your item. They have a rigorous process in place to ensure that all returned items are in good condition before they can be refunded.
  
  If you have any questions or concerns, please don't hesitate to contact us. You can reach us at ************************* or at **************
  
  Thank you for your patience and understanding.
  

  
  Sincerely,
  
  NuAqua Systems Claims Department

  Customer Answer

  Date: 09/05/2023

  you already have the pictures that I have sent the company? Seems like they are willing to give me a refund but did you notice on the last paragraph? They said it Has to be in good condition. The reason I sent it back was because it was totally damaged when I received it, so what are they talking about? It Has to be in good condition???????? it was damaged. Thats why I sent it back. Somebodys not paying attention here

  Business Response

  Date: 09/06/2023

  Hi ****, 

  I understand that our policy states that items should be in good/new condition when they are returned. However, there are always exceptions to the rule, such as your case.
  
  In your case, the item was damaged due to a shipping issue that was not your fault. Therefore, we will make an exception and allow you to return the damaged item. However, we handle these cases on a case-by-case basis, and we appreciate your understanding as our support team investigates the situation before approving the RMA.
  
  Please continue to communicate with our support team so you'll be updated on the status of your return.
  
  Thank you for being patient and understanding. I know this has been a frustrating process, but we appreciate your cooperation.
  
  
  Sincerely, 
  
  BikeBerry Support Team

   

  Customer Answer

  Date: 09/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:04/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ordered an electric bike. When received the rear wheel and motor assembly was damaged. I have been trying to receive a replacement for over 5 months to no avail. They had me send the damaged part back for inspection at a cost of $89.00, and still no part.

  Business Response

  Date: 05/09/2023

  Hi ****, 
  
  We're grateful for your feedback and appreciate your willingness to share your thoughts with us. 
  
  According to our Support Manager, your authorized return under RMA #BB-304348-R1 has been received, and you will be getting the replacement as soon as the container containing our parts arrives in our warehouse. 
  
  We understand how important it is for you to receive your replacement, and we apologize for any inconvenience this may cause. As you may be aware, there are many factors that can affect the delivery of orders, including weather conditions, transportation issues, and customs clearance procedures. Unfortunately, these factors are beyond our control and can cause unexpected delays.
  
  We want to emphasize that we are doing everything we can to minimize any delays and ensure that your order arrives as soon as possible. Our team is in constant communication with our shipping partners to ensure that your order is given top priority and that any issues are addressed promptly.
  
  We appreciate your patience and understanding in this matter. Please feel free to contact us at ************** if you have any questions or concerns regarding your replacement order. We are always here to help and provide you with the best possible service.
  

  
  Sincerely,

  BikeBerry Support Team

  Customer Answer

  Date: 05/09/2023

  To Whom It May ******* (Bikeberry),

  Your response and explanation are not acceptable, and frankly more of your bs, and stalling.  I have been waiting FIVE (5) months for replacement of the bike component that was damaged during shipment.  My mistake was not opening the container immediately and returning the complete bike.  Had I known that your inept customer service department would not be able to replace the part in a timely manner, I would certainly not been a very dissatisfied customer.

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

• Initial Complaint

  Date:04/24/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  missing plates for rear sprocket assembly fenders smashed front and rear

  Business Response

  Date: 04/25/2023

  Hello ******, 
  
  Thank you for taking the time to share your feedback about your recent experience with us. We appreciate your honesty, and we take all reviews, positive or negative, seriously as they help us improve our service.
  
  We sincerely apologize for the inconvenience you experienced, and we would love to know more about the specific issues you encountered so we can address them directly and prevent similar situations from occurring in the future.
  
  If you are open to it, we would appreciate the opportunity to speak with you directly to hear more about your experience and to discuss any further concerns you may have. Please feel free to contact us at ************** or ********************************* Kindly provide your order number so our support team can check your order details right away. 
  
  Once again, thank you for your feedback, and we hope to have the opportunity to earn back your trust and business.
  
  Sincerely,
  
  BikeBerry Support Team

• Initial Complaint

  Date:03/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  03.06.2023 Order # BB-****** ***************/Direct1.714.242.4540 Paid ****** ** dollar FTC Claim # ********* Fed x Tracking#************ Case ********** closed case said received package but was missing parts. Ordered bike engine kit; bullet train engine kit:Dispute: Didn't receive lower end of the engine in the kit or engine. Ordered a wide pedal assemb'y kit and didn't receive the complete parts for kit. Missing bearings and cups. Only received the shaft.

  Business Response

  Date: 04/04/2023

  Hi *******, 
  
  Thank you for letting us know about your engine kit issue. Your feedback helps us do better. We are looking into this issue and hope to resolve it promptly and accurately. 
  
  According to our support team, they already sent you the replacement for the missing parts under order number BB-******. The tracking number for the replacement will be given to you shortly.
  
  We'll be speaking with the support team's management about your case so that they can provide a resolution today. Please keep communicating with them via email as they will provide you with an update within 24 - 48 hours.
  
  We are here if you need us. Please call our ******************************** at **************. 
  
  
  Kind regards, 
  
  BikeBerry Support Team