Oxbykes レビュー 

Oxbykes からの回答

2025年11月8日

Hi Guy,

Thanks for taking the time to leave your feedback. We're really sorry for any frustration caused by the delay. As per the Terms agreed when you booked online, our standard processing for seller payments is within 60 days, though in most cases payments are made within 14 days. The reason it can sometimes take longer is due to the volume of bikes sold to us and the daily payout limits set by Stripe, which is the system we use to process payments. This ensures that all sellers are accommodated fairly and securely.

We always aim to process payments as quickly as possible and make sure everyone is aware of the timeframe upfront. While the majority of our 6,000+ rentals and 2,500+ bike sales go smoothly, we acknowledge that issues like this do happen and are committed to making it right for our customers. We hope this helps clarify the process, and we truly appreciate your understanding and patience on the process.

Thank you again for your patience and for giving us the opportunity to resolve this.

Best regards,
OxBykes Team

Oxbykes からの回答

2025年11月8日

Hi Nina,

Thank you for your feedback! We’re glad to hear you enjoyed swapping bikes and that they were in good condition.

We’re very sorry for the frustration you experienced with the return process. Often, the issue is caused by an unstable internet connection, which can affect uploading the photos and completing the return form. In these cases, we usually advise customers to take the photos and complete the form later from home or somewhere with a more stable connection.

We also apologize if our support team wasn’t able to answer immediately. Sometimes they are assisting other customers at the same time, but I can see they did respond to you after a few minutes. We appreciate your patience and understanding in this.

Thank you again for your feedback, it helps us improve and ensure a smoother experience for all our customers.

Best regards,
The OxBykes Team

Oxbykes からの回答

2025年10月7日

Thank you so much for your lovely review, Pamella! We’re so glad to hear you found the process easy and that our team could help you find the right fit. Your kind words really mean a lot to us, we’ll make sure to share this with the team!💚

Oxbykes からの回答

2025年10月7日

Hi Katherine. Thank you so much for your kind words and understanding! We truly appreciate your patience with the verification process. Our identification and security measures are in place to protect both our customers and the bikes. This ensures that bikes go to genuine renters or buyers and keeps everything secure for everyone. Also, we’re glad our team could assist quickly, and we hope your bike is serving you well. If you notice any issues, please feel free to book a free appointment with our mechanic within the 30-day warranty period, they’ll get it sorted in no time. Thanks again!

Oxbykes からの回答

2025年9月11日

Hi M,

Thank you for your feedback, we really appreciate you taking the time to share your experience. I’m glad to hear you’ve got your bike, and I’m sorry for any frustration caused along the way.

To clarify a few points regarding our process:
1. Identification Requirements: When booking or purchasing a bike, we do ask for identifications. This is clearly noted at the checkout page. The reason for this is to confirm ownership and traceability, as bike theft is unfortunately common in Oxford. This ensures that bikes go to genuine renters or buyers and keeps everything secure for everyone.

2. Refunds & Credits: While we generally issue refunds in the form of OxBykes credits (so you can easily book another bike in the future), you can absolutely request a full refund back to your account instead if you prefer. This just needs to be requested via our live chat support, and we’ll process it accordingly.

3. Bike Availability: Occasionally, errors can occur for example, previous customers may not return a bike to the correct depot, or they might encounter an issue with the bike but fail to report it. This can affect the next user, as we rely on customer feedback to ensure the bikes are ready to ride. If no feedback is submitted, we assume the bike is in good condition. We’re working hard to ensure all returned bikes are in proper condition and at the right locations. You’re also welcome to contact us beforehand to double-check that a bike is available at the depot before heading out.

4. Communication & Support: At times, our support chat may be undergoing quick maintenance updates, usually after 8pm, which can temporarily affect response times. In addition, we offer multiple channels to reach us, including WhatsApp, Email, Facebook, Instagram so you can always contact us anytime for assistance.

We truly appreciate your understanding of the identification and security measures, they’re in place to protect both our customers and the bikes. We also appreciate your patience while using our service and hope your bike is serving you well. If any issue arises with the bike, please don’t hesitate to book an appointment with our mechanic. They’ll sort out any problems at no cost within the 30-day warranty period.

Thanks again for your feedback, we’ll continue working to make the process as smooth as possible for everyone.

Best regards,
OxBykes Team

Oxbykes からの回答

2025年9月11日

We really appreciate your kind words! Really glad we can make things easy and reliable for you, enjoy swapping and riding anytime!

Oxbykes からの回答

2025年9月11日

Thanks so much for your awesome review! We’re really glad you enjoyed how easy and affordable it is to get a bike with us. It’s great to hear you appreciate our recycling efforts too, giving old bikes a second life is something we care about a lot. Oxford is definitely a city made for riding, and we’re happy to help you get around on two wheels. Thanks again for the support, and enjoy your rides!

Oxbykes からの回答

2025年9月11日

Thanks so much, Sergei! Really happy to hear you’re enjoying the bikes and finding them good value. We’re glad our support team could help quickly too. Enjoy your rides and thanks again for the kind words!

Oxbykes からの回答

2025年9月11日

Thanks so much, Kathleen! Really chuffed to hear you’ve had such smooth experiences renting and buying with us. We try to make pick-ups and swaps as easy as possible, and it’s great to know our team has been helpful whenever you needed them. We’d be more than happy to have you back anytime you’re in Oxford, enjoy your rides and cheers for the recommendation!

Oxbykes からの回答

2025年8月19日

Thank you so much for your kind words! We’re delighted to hear that you felt supported throughout the process, and we truly appreciate you sharing your experience.

Oxbykes からの回答

2025年8月19日

Thank you for sharing your feedback. We’re sorry to hear your experience didn’t meet expectations. While this isn’t the experience we want for our customers, we take your comments seriously and will use them to improve. Most of our customers have a positive experience, and we’d like the chance to understand more about what went wrong here. Please reach out to us directly, and we’ll do our best to make things right.

Oxbykes からの回答

2025年9月11日

Hi Olivia,

Thank you for sharing your feedback. We’re really sorry to hear your experience didn’t meet expectations, this isn’t the experience we want for our customers, and we take your comments seriously to improve our service. Regarding the refund, I believe you’ve already been refunded for what we owed you at the time. Could you please double-check your bank account to see if it went through? Most of our customers have a positive experience, and we’d really like the chance to understand more about what went wrong here. Please do reach out to us directly, and we’ll do our best to make things right.

Thanks again for your patience, and we hope we can sort this out for you.

Best regards,
OxBykes Team

Oxbykes からの回答

2025年9月11日

Hi Daniel,

Thanks for taking the time to leave your feedback. I’m really sorry for any frustration caused by the delay. As per the Terms agreed when you booked online, our standard processing for seller payments is within 60 days, though in most cases payments are made within 14 days. I believe we have already sent your payment on the 14th day, but sometimes it can take a bit for banks to process it. The reason it can sometimes take longer is due to the volume of bikes sold to us and the daily payout limits set by Stripe, which is the system we use to process payments. This ensures that all sellers are accommodated fairly and securely.

We always aim to process payments as quickly as possible and make sure everyone is aware of the timeframe upfront. I hope this helps clarify the process, and we truly appreciate your understanding and patience on the process.

Best regards,
OxBykes Team

Oxbykes からの回答

2025年9月11日

Hi Annie,

Thanks for sharing your feedback. I’m really sorry for the frustration this situation has caused. Regarding the £94 charge for the missing bike, the reason for this is that the bike was not locked at all upon return. The photos you submitted clearly show it wasn’t secured, which is why it went missing when a new buyer came to collect it. This was already explained via our chat support.

As per our Terms of Service, customers are responsible for locking the bike correctly upon return to ensure it isn’t lost or stolen. We always aim to be clear about this responsibility at checkout. We truly appreciate your patience and understanding, and we hope this clarifies why the charge was applied.

Best regards,
OxBykes Team

Oxbykes からの回答

2025年9月11日

Hi Robyn,

Thanks for taking the time to leave your feedback. I’m really sorry for any frustration caused by the delay. As per the Terms agreed when you booked online, our standard processing for seller payments is within 60 days, though in most cases payments are made within 14 days. I believe we have already sent your payment at that time, but sometimes it can take a bit for banks to process it. The reason it can sometimes take longer is due to the volume of bikes sold to us and the daily payout limits set by Stripe, which is the system we use to process payments. This ensures that all sellers are accommodated fairly and securely.

We always aim to process payments as quickly as possible and make sure everyone is aware of the timeframe upfront. I hope this helps clarify the process, and we truly appreciate your understanding and patience on the process.

Best regards,
OxBykes Team

Oxbykes からの回答

2025年9月11日

Hi Aqib,

Thanks for your feedback. I’m really sorry for the frustration caused. I believe you were already informed that only 1 day is free when returning the e-bike for a refund. Any time beyond that is considered a daily rental, which is why the additional charge applied. This was also explained via our chat support at the time. We always aim to be transparent about our processes, and we appreciate your understanding regarding this policy and we hope this clarifies why the rental charge was applied.

Best regards,
OxBykes Team

Oxbykes からの回答

2025年9月11日

Hi Griffin,

Thanks for sharing your feedback. I’m really sorry to hear about your experience and any frustration it caused. If any issues arise with a bike, you can certainly swap at any time, that’s why we offer free swaps to make collecting a bike hassle-free. You’re free to swap bikes as much as you like until you’re happy, and if you’re still not satisfied, you can request a refund back to your original payment method. I believe this was already explained by our customer service team.

Our support lines are open 24/7 via WhatsApp and Livechat, so please don’t hesitate to reach out for any issues, we’re always happy to help.

We appreciate your patience and hope this clarifies how we handle swaps and refunds.

Best regards,
OxBykes Team