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Business Profile

Electric Bike and Scooters

Ristretto

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Bike and Scooters.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:07/09/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Bike was purchased almost a year ago, order #*******, I was told several times they are processing my refund since the bike was never shipped, despite me paying last year for it full price and shipping. In the process of trying to contact Ristretto, who would not answer, I talked to a dealer that actually has the same model/color 512 a24 bike in their showroom. Why was this bike not sent to me since I bought it last year... To resolve this I would like my refund now please. This is their last communcation to me in May 2025.Od: Ristretto Electric <*******************************************************>Do: ***** ********* <******************************************>Hi *****,At this time, the team is preparing to process these refunds during the month of May/June. This remains our top priority, and I want to assure you that you will receive your reimbursement soon. Again, I apologize for how long this has dragged on, and I understand this is not the way we should operate or treat our clients. I will continue to update you until I receive confirmation that your reimbursement has been processed once and for all.

    Business Response

    Date: 07/21/2025

    Thank you for bringing this matter to our attention.

    We would like to clarify that we have been in close and ongoing communication with the customer and are currently working to process the reimbursement as requested. Our team has been actively engaged in resolving the situation in a timely and satisfactory manner.

    We take our customer service commitment seriously and are making every effort to ensure this matter is resolved fairly. We appreciate your patience and will update the case once the reimbursement has been fully completed.

  • Initial Complaint

    Date:05/22/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On July 11, 2024, I purchased an e-bike from Ristretto for $4295.00. I never received the bike. On Dec. 5, 2024, I cancelled the order and was told my payment was already refunded. It was never refunded and still hasn't been refunded. I have regularly reached out to the company ***, ******* ********, who continues to promise me that the refund is coming. It's been over 6 months and still no refund. This is a deceptive and misleading business practice. Mr. ******** emailed me on April 28, 2025, apologizing for the delay and stating "this is not the way we should operate or treat our clients". At least we agree on that!

    Business Response

    Date: 05/24/2025

    Our records indicate that the client, ******** *****, was refunded on January 2, 2025. A 15% restocking fee was applied to the cancellation in accordance with our Refund & Return Policy. The total reimbursement amount was $3,650.75.

    Please see the attached copy of the transaction details, which confirms that the transaction was approved.

    Customer Answer

    Date: 05/25/2025

    Complaint: 23366845

    I am rejecting this response because:  I have still never been refunded and Ristretto knows it. They emailed me yesterday to say they are still working on refunding me. Its been over six months. I am now going to sue them in ***** small claims court. 

    Regards,

    ******** Boston

    Business Response

    Date: 05/26/2025

    We are currently looking into the clients reimbursement. We are in direct communication with the client and doing our best to address their pending reimbursement both amicably and promptly.

  • Initial Complaint

    Date:04/02/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Been waiting for a refund now since August. Each month they tell me they will send it. It has not been sent and I'm wondering if my 3K will ever comeback.

    Business Response

    Date: 04/23/2025

    To Whom It May Concern,

    We acknowledge Mr. ********* concerns and fully understand the frustration surrounding the delay of his refund. We want to assure both Mr. ******** and the Better Business Bureau that we are actively working to process his reimbursement.

    Our team has been following up regularly with Mr. ******** by email to keep him updated on the status of his refund. We have a plan in place and are working through the remaining steps to finalize his reimbursement shortly. Mr. ********* refund remains a priority, and we are committed to ensuring he receives the full amount owed.

    We sincerely apologize for the delay and appreciate Mr. ********* continued patience as we resolve this matter.

  • Initial Complaint

    Date:03/17/2025

    Type:Product Issues
    Status:
    Answered
    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.
    12/26/23 I made online purchases for a Ristretto 512 A20 | Green ********** 1 for ********. Then a get a email stating my purchase was in ********** around June and I would receive a delivery date and tracking number. Nothing then I received another email from the company telling me my bike is on the second batch of e-bikes and wouldnt arrive till 1st of the year 2025. By now I grew tired of the lies so I sent a email for cancellation of my purchase and I received email stating my refund in August 2024 would be received 15/20 business days nothing more lies and no money I worked hard for and its now February 2025 and I see the owner *********** ********* posting pictures of him on social media in amazing restaurants enjoying his life with my money and others who havent received their refund also.

    Business Response

    Date: 03/17/2025

    Customer decided to keep their order and it has already been delivered to their address. 

    Attached, is a screenshot of the latest conversation with us confirming their delivery and tracking number provided. This case is settled. 

  • Initial Complaint

    Date:10/07/2024

    Type:Product Issues
    Status:
    Unresolved
    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.
    9:321 Receipt Order #******* December 26, 2023 512 A20 | Green ********** $3,795.00 Discount Subtotal Shipping Tax -$569.25 $3,225.75 Total $3,225.75 Payment method Shop Pay $3,225.75 Shipping address ***** ****** ******************** ***********

    Business Response

    Date: 10/08/2024

    Thank you for bringing this matter to our attention. We would like to inform you that we are actively working on processing the clients reimbursement for order #******* and are in ongoing communication with them to resolve the issue.

    We are committed to ensuring the client receives their refund as soon as possible, and we are doing everything we can to expedite the process. Should the client require further updates or information, they are welcome to reach out to us directly at *******************************************************, and we will be happy to provide additional assistance.

    Thank you for your understanding and cooperation in this matter.

    Customer Answer

    Date: 10/08/2024

    Complaint: 22382205

    I am rejecting this response because: its the same emails over and over on Aug 6th the email said I would receive my refund ***** days its pasted and now its October 8th please send me the refund 

    Regards,

    ***** ******

  • Initial Complaint

    Date:09/30/2024

    Type:Product Issues
    Status:
    Resolved
    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 a 512 FE E-Bike from Ristretto in March of this year. Since then, I have experienced 4 changes in delivery time frame with no explanation, very few questions have been truly answered, and I asked for a full refund over a month ago. They said they would process it, but they have made no action to return my money to me. I filed a dispute with my bank, and am considering taking them to small claims court. The emails attach should paint a better picture of my experience. all specific dates and times can be seen there. I'm happy to help make sense of the case further via phone/ email if helpful.

    Business Response

    Date: 09/30/2024

    Client was refunded on September 3, 2024. Please find attached a copy of the reimbursement for reference. 

    Customer Answer

    Date: 10/01/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have confirmed with my bank that the dispute is closed and the funds are recovered. Apologies I opened this before seeing the resolution had come through. 

    Regards,

    **** ******

  • Initial Complaint

    Date:09/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 an order from Ristretto August 8th 2023. Order number 770. The company lied to me multiple times saying my bike was ready to ship, when I asked for shipping info they would no longer respond to me. Then they told me my bike was still being manufactured in *****. Seems they couldnt get their story straight. I got tired of the lies so I asked to cancel my order July 29th 2024. They confirmed the cancellation August 6th 2024. Told me I would have my refund in 20 days or less. It is September 4th 2024 and the last response I got from this company was on August 26th 2024. I would just like a refund. This company has held on to my money for more than 1 year.

    Business Response

    Date: 09/04/2024

    Thank you for bringing this matter to our attention. We apologize for the frustration the client has experienced regarding the delay in processing their refund.
    We want to assure you that we are actively working to process all refunds, including this one, as quickly as possible. Our team has been in regular communication with the client, providing updates on the status of their refund. We sincerely regret any delays and are committed to ensuring that the client receives their reimbursement in a timely manner.

  • Initial Complaint

    Date:08/30/2024

    Type:Product Issues
    Status:
    Unresolved
    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.
    Date Of transaction November 27, 2023 Shipping was delay 2 or 3 times My order arrive in June but they kept making excuses on why they could not ship to me Finally after the last month long delay I asked for a refund and they sent me this Hi ****, We understand your frustration, and I want to assure you that we are actively working to process your refund as quickly as possible. The team is fully focused on ensuring that your reimbursement is handled, and we will get back to you as soon as the refund is prepared.Thank you again for your continued patience, and please rest assured that you will hear from us shortly with confirmation.On Tue, Aug 20, 2024 at 9:22PM ************************* *************************** wrote:That is insane. 5 business days is enough. You have already taken my money for almost 10 months with nothing but lies. If I don't have it in 5 days via ****** seeing the card I used is no longer valid, I will make a charge back request with master card which according to people on reddit is taking the side of the customer considering your history. You are not going to get another full month of delay out of me . From: Ristretto Electric From: Ristretto Electric <******************************>Sent: August 20, 2024 3:33 PM To: ************************* ***************************Subject: Re: Order #******* confirmed Good afternoon, ****, We apologize for the delay in getting back to you. We have received your cancellation request and have moved forward with canceling your order #*******. You can expect to receive the funds within the next ***** business days.We also apologize for the delay in preparing your order and for any inconvenience caused. Thank you for your understanding.On Mon, Aug 19, 2024 at 3:21PM ************************* *************************** wrote:Respond to me !!!From: ************************* ***************************Sent: August 19, 2024 12:21 PM To: Ristretto Electric <******************************>Subject: Re: Order #******* confirmed Hello? What are you doing

    Business Response

    Date: 09/02/2024

    The team is currently processing their reimbursement, and we have informed the client that we will notify them as soon as the refund has been completed.

    Customer Answer

    Date: 09/03/2024

    Complaint: 22219805

    I am rejecting this response because:

    I asked for a refund 3 weeks ago after waiting 8 months for a bike. They took 10 days to respond and told me it would be another month. It takes minutes to make a refund through ******* This is another part of their business strategy of delay delay delay 

     

    From: ************************* <*************************>
    Sent: August 14, 2024 11:30 PM
    To: Ristretto Electric <******************************>
    Subject: Re: Order #******* confirmed

    Enough is enough. Refund me to ******* 

     

     

     

     



    Regards,

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

  • Initial Complaint

    Date:08/20/2024

    Type:Product Issues
    Status:
    Answered
    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 preordered a bike from Ristretto more than a year ago. (April 2023) With anticipation of the bike being completed around Q4 2023. This was then delayed to being Q1 of 2024 which was fine but when that deadline passed we were finally given word that it was going to be several months even after that. Though frustrating I understand that production can sometimes have delays in hiccups. That isn't my complaint. The problem I have is that I requested a refund June 10th 2024 Because I was tired of waiting and purchased another bike somewhere else. I was told by them that it would take 15 to 30 business days which long since passed I emailed them, meshes them on social media, and they blocked me on everything. It is now August 20th more than 55 business days since my refund request With still nothing. This purchase was made on her credit card so I racked up interest payments on the card waiting for this refund. I am owed $3000. They will not refund me the money that I paid. They keep coming up with excuses for the delays in the refund, something about switching payment systems? This company is not organized. Their last email said it "coming" in September now but i do not believe that and are still pressing that i Keep my purchase. I have no desire to

    Business Response

    Date: 09/02/2024

    The client has requested to keep their order and cancel the reimbursement process. We've reinstated their order as pending and will ensure they receive their Ristretto product promptly. Well also offer perks to compensate for the additional wait. We have attached the correspondence communication with the client for your reference. 

  • Initial Complaint

    Date:08/15/2024

    Type:Product Issues
    Status:
    Answered
    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 order #******* on Thursday July 4th with Ristretto and cancelled it on Tuesday July 9th. The order total was $3,461.00 USD and I have yet to receive this refund. July 17th I was told it would be issued in 7-10 business days. August 9th I was told it would be prepared "soon." I canceled the order because Ristretto is garnering quite a negative reputation for its customer service, cancelation process, and for the bikes themselves. It doesn't seem like a legit business to me. But regardless, Ristretto doesn't get to earn interest on this money as it sits in the company's account and I want my money returned.

    Business Response

    Date: 08/25/2024

    Thank you for bringing this matter to our attention. We apologize for the frustration the client has experienced regarding the delay in processing their refund.

    We want to assure them that we are actively working to process all refunds, including this one, as quickly as possible. Our team has been in regular communication with the client, providing updates on the status of their refund. We sincerely regret any delays and are committed to ensuring that the client receives their reimbursement in a timely manner.

    Customer Answer

    Date: 08/26/2024

    Complaint: 22147373



    I am rejecting this response because my order was canceled July 9 and it is August 26. Ristretto said on July 17 that I could expect it within 7-10 business days and on August 9 that it would come "soon." Then August 21 Ristretto said they couldn't provide an estimated date for the refund at all but once they had a better timeline they'd provide an estimated date. 

    It seems they are unsure when or if they'll be able to refund my money as the specificity around the date is becoming murkier with no explanation. I first ordered the bike on July 4 and canceled the order two business days later and this was seven weeks ago. 


    Regards,



    Carl Gaines

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