Took my bike in for its annual service with Ben. I thought it needed some extra work because my front brakes were squealing and my gears were slipping badly in upshift. Having checked it over Been con... もっと見る
レビューはレビュアーの個人的な意見であるため、特定の記載内容を検証することはありません。ただし、ビジネス上の取引が行われたことを確認できた場合、レビューに「確認済み」のラベルを付ける場合があります。詳細はこちら
プラットホームの健全性を維持するため、当社のプラットフォーム上のすべてのレビューは、確認済みか否かにかかわらず、年中無休で稼働する自動ソフトウェアによって審査されています。このテクノロジーは、本当の経験に基づいていないレビューなど、ガイドラインに違反するコンテンツを特定し、削除するよう設計されています。ただし、すべてを検知できるわけではありませんので、お気づきの点がございましたら、どうぞお知らせください。詳細はこちら
レビュアーのコメントを見てみましょう
The guys are e-bikeshop are super helpful and very prompt. I had an issue with a part which failed just outside the warranty period. They jumped on it, got in touch with the manufacturer and had the... もっと見る
Unbelievable service. After a year of hassle free riding my bike developed a couple of slight issues. One phone call and both issues were sorted with replacement parts in days! They kept me informed o... もっと見る
From initial conversation, to viewing and test ride,everything was smooth and well organized. Sales team were very knowledgeable and helpful with sizing. Had test ride to check size. Time from ord... もっと見る
企業情報
当該企業による記述
Welcome to E-Bikeshop.co.uk, the UK's largest independent electric bike specialist. Based in Farnham, Surrey, we live and breathe eBikes, bringing over 15 years of hands-on expertise to riders worldwide. Whether you are tackling rugged mountain trails, commuting through the city, or exploring country roads, our mission is to match you with the perfect ride. We proudly hold over 700 premium eBikes in physical stock from top European manufacturers, including Haibike, Orbea, Cube, Scott, and Raleigh. We aren't just a retailer; we are passionate cycle enthusiasts dedicated to the long haul. Why Choose E-Bikeshop? Unrivalled Expertise: Every eBike is fully assembled, configured, and tested by our certified in-house technicians before delivery. Exclusive Support: We fiercely protect our customers' ride time. Buying from us unlocks exclusive access to our fast-turnaround workshops, advanced diagnostics, and a massive inventory of spare parts. Trusted by 20,000+ Riders: As our reviews highlight, we are committed to five-star service, rapid delivery, and reliable, jargon-free warranty support. Flexible Options: We make buying easy with 0% finance, Cycle to Work schemes, and next-day delivery options.
連絡先
Coxbridge Business Park, GU10 5EH, Farnham, 英国
- 01252 279279
- sales@e-bikeshop.co.uk
- e-bikeshop.co.uk
4.7
優良
369件のレビュー
顧客にレビューを依頼しています
この企業は、ポジティブかネガティブかを問わず、顧客にレビューを依頼しています。
ネガティブなレビューの 100％に回答しています
通常24時間以内に回答
この企業のTrustpilot 利用方法
レビューや評価の取得方法、スコアリング、モデレーションのプロセスについて確認する。
e-bikeshop.co.uk からの回答
Hi Dez,
Thanks for your review.
I can see your order was placed late on Wednesday night. We shipped your item the very next working day, which was Wednesday.
We can see from your tracking that DHL notified you of a one day delay and that it would be delivered on the next working day, which is Today, meaning that your item has suffered only a 24 hour delay.
I feel a 1 start review is quite unfair, especially considering its DHL who have introduced this delay and not us, and we can see you've not left a 1 start review for them. You've also not even sought to speak to us prior.
Ben
Sales and Operations Director.
Great super helpful service throughout
Great super helpful service throughout
Efficient and supportive .
Highly recommended .
2026年1月13日
Great service on spares etc…
2026年1月7日
Good range of tools, fast and friendly
Ordered a crank extraction tool and rang them before to confirm it would fit my Bosch gen 2 motor. Fast response and then it arrived in a couple of days. Very happy
2026年1月7日
Do not buy from these cowboys
I’ll start by saying don’t buy from these !!!
Unprofessional is an understatement
First bike that got delivered the paint was shy after emails an calls back an forth the options I was given was. wait 4 to 6 weeks for cube to send a new part then send the bike back to e-bike shop and wait for them to change the part !
Second option I had was to pay £150 delivery for them to send me out a new bike !
Iv lost 4 days work waitin for pick ups and deliveries.
now after 43 miles the second bike from them has had to go in for repairs. the hole bike has had to be stripped down and regressed as it’s not bein checked right by e-bike shop the rear break caliper isn’t working right only one side of it is so had to have new pads on the rear.
After being talked over constantly I had the phone put down on my by Josh !
After being told they ain’t paying for the repairs I was laughed at by Fred when I said I’m glad I haven’t left you a review on trust pilot !
The company is a joke the after care doesn’t exist as soon as they have your money they ain’t interested!!!
I’ll say it again do not use them you will regret it !!
2025年12月23日
自発的なレビュー
e-bikeshop.co.uk からの回答
Thanks for your review Martin.
We agreed that the paint on the bike which was delivered having received your arrival photos was "dry" IE, wasn't thick enough in the small, tight, under-frame area noted and immediately offered to file a warranty claims with Cube for you, who would (and subsequently have) offered a brand new frame. We also agreed that if this was the route you wanted to go down, in line with your rights under the Consumer Rights Act 2015, you would have been entitled to us covering the return costs of the bike to rectify.
Instead, you asked us to change the size of the bike which legally, is very different.
In line with the Consumer Rights Act 2015, if there is a FAULT with a product, the onus is on the RETAILER to rectify this at THEIR cost, which we absolutely did offer you.
This however, isn't the reason the bike came back to us. You returned the bike because you ordered the wrong SIZE. This is therefore an error on your own part, supersedes the warranty issue and something which the retailer is not obliged to pay for.
Having arranged the return and within 12 hours built a brand new, different sized bike for you, we we both let down by Fedex/TNT which is highly regrettable and for which we are very sorry. Once a bike is in the logistics network, we are, as with any retailer, absolutely powerless to influence the speed of its movement - especially at this time of year when the global logistics network buckles under the strain of significantly higher seasonal load. We're glad however, that it arrived safely.
We have asked both you AND the bike shop you took the bike to for a write-up and evidence on the issues you/they believe it has so that we can consider any financial recourse owed however to date and despite our requests for it, neither you or the bike shop have been able to provide this.
I dont think it's unreasonable, if there were such severe issues with the way a technician, (who is manufacturer trained/authorised and has spent almost 16 years working almost exclusively on Bosch driven bikes) has built your bike, to ask for evidence of why it was necessary to "strip a bike down" for what you claim was a worn out brake pad after 43 miles.
Its my opinion that the shop you have taken it to, on the basis of both you and the shop being unwilling to provide any evidence of the work/causal factor, have simply "taken you for a ride" with what was likely entirely unnecessary work. The manufacturers, if anything, OVER-grease bikes from the factory.
The relationship between a bike shop should be one of mutual benefit. When you call us requesting support on your investment we’re always happy to help but there is a minimum level of information we need in order to provide the support you ask for. If you refuse to provide this, or shout over the technician trying to do so (I note that other companies have replied to your reviews – also saying its in fact YOU who shouts over people?), hanging up the phone and reverting to written communication is something I will also support my staff with. I listened to the call with Fred today. I’m still at a loss as to why you thought he was laughing at you.
You'll note from the rest of the several thousand reviews in the places customers can leave them that our industry leading after-sales support from genuine, time-served industry experts is exactly what we're best known for, however this only comes with a level of respect for them.
If you and/or the shop you've taken the bike to are prepared to provide evidence of the work undertaken and the reason for it, we remain open to looking further into it. In the meantime, we won't simply accept demands for unsubstantiated amounts for repairs which we cannot see should be necessary.
Ben
Sales and Operations Director
E-Bikeshop
Excellent experience
Excellent experience, the price of the bike and the customer support team very professional, reliable and supportive. After purchasing the bike in 1 hour they get ready the bike and shipped so I got next day delivery.
Bike arrived perfect condition, well sealed all accessories and original packaging. These lads are professional in what they’re doing so I will 100% recommend anyone who want to purchase a bike online with full safety and insurance.
2025年12月16日
自発的なレビュー
Late delivery and poor customer service response
Late delivery – hangs up when discussing cancellation and refund
I ordered a bike on Thursday last week. Delivery was quoted as being before 6pm on Friday the next day. The delivery via TNT did not happen, and when I called e-bikeshop I was advised that delivery might be on Saturday, but would likely be on Monday. The staff member I spoke with was polite and helpful.
Monday: Again, there was no delivery, and TNT tracking showed that the delivery had apparently failed twice, even though I was at home and available. No attempt had been made to deliver and this was later confirmed. The staff member I spoke with on a couple of occasions to check the status was polite and helpful.
Tuesday: The TNT tracking was showing the item as still in transit. I called e-bikeshop at around 10am to check the situation and was advised that they had received an update that the item would arrive, even though TNT tracking said otherwise.
Tracking had not been updated by 2pm, so I called again. I was advised that the item was definitely on the van and would be delivered. At 5pm, TNT tracking showed: "Time constraint prevented delivery. Delivery at first opportunity."
I called and spoke to Josh to advise that if the item did not arrive by 10am tomorrow, I'd cancel the order. He advised that no refund would be issued until the item had returned to them. I have no control over when this will happen and naturally want to order an alternative elsewhere.
As I explained that since the item has not been delivered they can cancel delivery, he insisted that I must wait until the item is back with them before a refund will be issued. As I started to explain that it was their responsibility to ensure the item is delivered, and while I was speaking, he hung up the phone. A subsequent call went unanswered.
There were no offers to call TNT again to confirm that delivery would be made by 10am tomorrow, and no empathy for a customer having waited in for a delivery for three days.
Hanging up the phone on a customer who is expressing frustration, and in no way being rude, is disappointing to say the least.
Shortly after the call, and in response to an email I sent requesting that the order be cancelled, I received an email claiming that I had implied they were lying and that they hung up on me because I was “venting.” At no stage did I imply that they were lying, and it’s pretty clear that TNT are responsible. However, they chose TNT as their delivery provider. If explaining that I do not expect to wait for a refund because their delivery agent has failed to deliver on three separate occasions is considered “venting,” fair enough. I was not rude at all and was doing my best not to let my frustration show.
Edit: In the response, I see no apology for the delays or an acknowledgement that a customer can feel put out at having to wait for a delivery. In all of my communications I have remained polite. I have reduced my review from two stars to one star as a result. There's little point me spending time reviewing TNT as their score is around 1.3 on average and my review would have had little effect. You chose TNT as your representative and I had no choice in the matter.
I called four times yesterday. The first was to check for an update. The second was to indicate that no delivery had yet been made and that the tracking still indicated that no delivery would be made. The third time was to advise that the shipment had failed due to constraints and the final time went to your voicemail after Josh had hung up on me.
I also note that you choose to misrepresent my words. I said "Sorry to say, but looking at the TNT status, it is now saying it won't be delivered today due to time constraints and it will be delivered when next possible, which is clearly not what was said to you today or whoever has spoken to TNT today. What's going on please?" Josh's response was "To be honest, your guess is as good as mine. We are not TNT so would have to reach out to them unfortunately." I responded "Well, OK. Based on the fact that, I can't really say more than I have now waited for three days and not gone out to see clients because I have been waiting for a delivery and it has not happened. There has to be some consequence for the fact that your appointed delivery driver isn't making delivery, so I am going to stick with what I have said and if I don't see the bike by 10am tomorrow morning I'll just call and cancel the order." This was said politely and you are completely misrepresenting the tone of my communication with you.
Customer service tip: Accept responsibility for your choice of agent and apologies are generally welcome when you or your appointed agents let down a customer.
2025年12月2日
自発的なレビュー
e-bikeshop.co.uk からの回答
Thanks for your review Martyn.
I can see your bike was ordered at 8am on 27th Nov and was shipped on the same working day. We use TNT (now part of Fedex) on a "Next Working Day" service. From our side, we couldn't have been any faster.
I've spoken to both Josh and Ben W whom you spoke with on the 4 occasions you called yesterday (03/12) and Ben W you spoke with on the day before. I also remember speaking to you personally regarding the address although I cant be sure what day that was.
We've used Fedex both domestically and internationally for the last 12 years and they are, on the whole, very reliable with the several dozen consignments they handle each day for us.
We're very sorry that your consignment has been delayed. I can see that between Josh and Ben W, they spent almost 3 hours on the phone and support tickets yesterday, JUST on your consignment.
You've mentioned on multiple occasions how "badly" you believe we're/we've handling this situation however aside from putting a staff member in a car for an 8 hour round trip to get your bike and personally deliver it, I would be keen to understand what more you think you we could be doing for you?
3 hours of a working day with 20% of our staff working on ONE customers issue out of over 100 is a HUGE commitment to your individual issue. I would be surprised if any other business commits this diligently to a single issue.
While we have no issue with customers "venting" at us in the very minority number of instances that a consignment is delayed (because its just as frustrating for the team here, who work quickly and with outstanding quality to ensure our next working day service levels are met), my staff are not here to be threatened. I HAVE reviewed the call with Josh and Ben W (who was sitting next to him), and you told Josh that "if the bike is not delivered by 10am, there 'will be consequences'".
No member of staff of any retail business is paid or in any other way expected to accept being threatened and this the reason Josh ended the call - he has my full backing on this. He isn't to spend any further time trying to ascertain what the nature or severity of that comment is. He is permitted to simply end the call and switch to email as a method of communication.
I note that while you agree that the issue here lies entirely with TNT/Fedex and not with us, you have not left them a review.
Ben M
Sales and Operations Director
E-Bikeshop.co.uk
EDIT - Post customer edit of their review - Has ignored at least 4 sets of words of apologies made to them, including in my initial response above. No new information and so the rest of my response still stands.
We eagerly await the return of the bike by Fedex so we can close this case and re-focus our efforts on customers who appreciate that we're merely human beings, doing the very best we can with the tools we have available to us, as evidenced by the over 2,000 positive reviews here, on Google, and on our website.
Always quick and professional help
Always quick and professional help. I love this store.
2025年11月18日
Fantastic bike shop and excellent…
Fantastic bike shop and excellent customer service. Had some challenges with my order and the team at the shop were incredibly helpful in working those out. Love the bike, would highly recommend, website is great and easy to use as well 10/10.
2025年8月1日
自発的なレビュー
e-bikeshop.co.uk からの回答
Thanks for your review Niel. I've just taken a look at this for you.
The part you ordered was £11.99. The profit on this part is about £2.70.
I can also see you paid £4.99 for next day delivery. Since this was your first and only order with us, the team used DHL to ensure outstanding service on which the cost to us for this delivery was £7.10. Normally we would use RM Tracked 24 which is £3.65. Remember, the £4.99 is for postage AND packaging. The packaging and time to do so has a cost also.
Ill break down our costs on your order for you;
Total order value - £16.98
EX VAT (-£2.83) - £14.15
EX Trade price of part (-£7.29) - £6.86
EX DHL Cost (-£7.10) -£0.24
Had we used RM, we would have made just over £2 on your £17 order.
As you can probably see, although you find the £4.99 "greedy", it's actually just COST US 24p for your 3 star review.
I'm sorry that the next working day delivery on this small but vital component was unacceptable to you.
Ben
Sales and Operations Director
The company service was excellent.
The company service was excellent.
I knew what I wanted and found them extremely helpful. I can only sing their praises and would recommend e-bike shop
Don’t hesitate buy an e-bike and enjoy
2025年10月21日
自発的なレビュー
Fast and friendly experience dealing…
Fast and friendly experience dealing with a warranty issue and also very helpful setting up new component. Glad i bought my bike from the e-bike shop
2025年9月18日
Great service for an online customer
I bought a new Orbea ebike from e-bikeshop as an online customer. I do not live locally to them. Dissapointingly the ebike system developed a fault after only two months of ownership. E-bikeshop were "on it" right away and engaged with me and did not brush me off because I did not live locally and was unable to take the bike to them. Albert assisted me to diagnose the likely cause of the fault. I was then sent a replacment part (bottom bracket torque sensor) under warranty to externally test. This was confirmed as the root cause of the system fault. Albert then made contact with a local bike shop to asssit me with proper fitting. The bike is now back on the road! This was great service from e-bikeshop and showed me that you can buy online from them with confidence even if you do not live nearby.
2025年8月5日
They know their stuff
I had a technical query that I’d asked a few different places and no one had the answer.
Alfred at e-bikeshop.co.uk back to me with the information I needed.
And to top it off the dispatch time was rapid and price was very competitive.
Thanks again
2025年9月8日
自発的なレビュー
Excellent service
Excellent service. Delivered next day with one hour slot.
I needed to alter the delivery address which was done without fuss.
Great jobs
2025年9月10日
Trustpilot エクスペリエンス
Trsutpilot のレビューは誰でも書くことができます。レビューを書いた人には自分の書いたレビューをいつでも編集したり削除したりする権限があり、それらのレビューはアカウントがアクティブである限り表示されます。
企業は、自動招待を介してレビューを依頼することができます。この方法で得られたレビューは、本物の経験に基づいたものであり、確認済みのラベルが付与されます。
他の種類のレビューについての詳細はこちらをご一読ください。
プラットフォーム保護のため、専門チームと高度なテクノロジーを駆使しています。偽レビューとの闘いについての詳細はこちらをご一読ください。
Trustpilot におけるレビュー プロセスの詳細についてはこちらをご覧ください。
よいレビューを書くための8つのヒントをご覧ください。
確認を行うことで、Trustpilot に投稿されるレビューが [LINK-BEGIN-PEOPLE]実在の人物[LINK-END-PEOPLE] によって書かれたものであることの保証につながります。
レビューに対してインセンティブを提供したり、選択的にレビューを依頼したりすることは、TrustScore にバイアスを生む可能性があります。これは 当社のガイドラインに反します。