Eskute UK Reviews 

My son bought an Eskute Netuno Bike in August. As a means of transport to get to and from Uni each day when he started back in September. After using the bike for just under 2 weeks the bike has broken down.

This company is impossible to contact via Phone (as there is no phone number) The chat on the website is never available so the only form of communication is via email, the support team is clearly not in the UK as they only appear to reply once a day and I assume this is down the time difference.

The battery switch on the bike is back to front 1 is off and 0 is on (they can't seem to address this problem) Once charged the battery is replaced on the bike and the electric bike feature doesn't always work, taking the battery on and off several times eventually resolves the issue (but this isn't a long term solution) and the back wheel\motor is making an horrendous noise. They offered to send replacement parts for the bike but as you can imagine diagnosing problems over email is impossible and very time consuming. This would be done on a trial and error basis and it would end up very time consuming.

I appreciate you can get problems with anything you buy, and I think the problem is they appear to be good at communicating but the communication is not frequent enough when you are trying to sort out problems you don't want to have to be doing it over a period of week or so.

I first raised my problem on the 30th September and they did agree to refund my son for the bike, as of today (22 October ) we have received the refund today.

So once we did agree on the resolution it all went smoothly.

I’ve been using my Eskute e-bike for a while now, and it’s been fantastic! The bike provides great performance, and their customer support is super helpful. Recently, I had an issue with the battery, but they were incredibly cooperative and processed my replacement request quickly. Within just 3-4 days, I received a new battery, and my bike is back to running perfectly. Highly recommend their service and product quality!

Great customer service and Jenny was a understanding and kind person a real credit to the company, highly recommend to anyone wanting to buy an e bike, keep up the good work escute.
dave.

After having problems again with the battery on my Netuno Plus i contacted the Eskute Customer Service and explained the problem.They understood my situation and offered to send me a replacement battery free of charge just the carriage of £30 to pay.
This is the second time this month ive contacted Eskute and both times i had Excellent service from Jenny who's a credit to the company.

Their products work very well and when there is an issue they are very quick to respond and professional! I had several issues but they were always willing to help. Their products are durable and strong.

La bici dopo un anno ha cominciato ad avere problemi.Non avere un punto dove portare la bici è un grosso svantaggio perchè devi fare tutto quello che ti dicono... Io non sono un meccanico soprattutto con un prodotto in garanzia. La prima volta ho dovuto cambiare la batteria a mie spese.. la seconda volta la bici non andava più e il problema non è stato risolto anche se era in garanzia. Sconsiglio vivamente l'acquisto

Battery died after a year and a half. Eskute honoured the warranty and sent me a new one. All I had to pay was for the shipping costs.
The new battery is working fine, fingers crossed it holds on for a longer period.
I'm happy with the quick response and resolution provided by Jenny.

Sehr billig hergestellt.Schwache Bremsen. Einfachste Schaltung.
Akku nach 13 Monaten defekt.
Steuergerät klappert im Rahmen.
Kunstoffteile die den Akku einfassen sind gebrochen sehr billig.
Jedes gebrauchte Markenrad ist besser.Zumal die Ersatzteilversorgung
bei Bosch über Jahre einwandfrei ist.
Wer billig kauft kauft zweimal und auf die Nutzungsdauer gesehen ist dieses Rad extrem teuer.

Nonostante l'attesa di 60 giorni per la sostituzione di 2 batterie per la Polluno , si sono esaurite in 10 mesi per problemi intrinsechi delle celle Samsung di cui sono composte le batterie, la sig.ra Miko del client support ha gestito in modo altamente professionale la transazione di sostituzione delle 2 batterie in garanzia prodigandosi , per organizzare al meglio, tra ricezione e il magazzino per ottimizzare i tempi. Non posso che essere soddisfatto di questo asset in forza ad ESKUTE . La mia esperienza in Eskute , i suoi prodotti e il suo personale è decisamente positiva da consigliare.

Great customer service, solved my issue!

Jenny in the service dept. was excellent when I had a problem with my battery, even though it was officially out of warranty.

Was offered a replacement for the cost of postage, can't say fairer than that.

All in all very pleased with the quick and very friendly replies and sorting out of the problem.

Though I do think that perhaps the batteries should last a little longer than a year on my not very much used ebike.

Absolutely cannot fault their customer service particularly Jenny! After explaining my situation regarding needing a new battery as having issues on my bike and wasn't even sure if the battery is the culprit, she sensitively understood my concerns and issued me the most generous promo code off a new replacement battery so I only had to pay shipping costs. They didn't have to do this but each time I communicated with Jenny she was friendly, helpful and didn't make you feel unwanted. I don't think I'll go to any other brand of bike now as I'm very big on customer service! Thanks for all your help Jenny!

Actively misled me with multiple emails of misinformation. Asked about the serial number and they told me the wrong place multiple times, then they later said it didn't have one at all when it was too late. Asked me questions I had already answered, slow responses, was not cooperative with me in fixing the situation, and still has not resolved the situation properly. Poor knowledge of their own products.

Dear Eskute Support Team
I am very grateful for the numerous technical support and contributions you have made in support of my e bicycle technical problems . Without your help, I may never have been able to solve my problems . Your generosity ,patience,and help have been an inspiration to me.
Again, thank you for your encouragement and positive thinking and great support.
Sincerely,
Tibebu Kifle

Tutto perfetto , ho avuto un problema con la batteria e prontamente mi hanno risposto sostituendomela .
Rapidi veloci e disponibili , penso che nella mia vita non ho mai trovato in assistenza cosi valida.

Love my bike, makes riding far more enjoyable. Good service after order. Customer service is prompt in responding and always helpful and polite. Great company to work with.

Purchased the Eskute Star folding bike mainly for commuting to and from work, ticks all the boxes in that it needed to get up some very big Devonshire hills, not a problem with the Star it breezes up them at 6mph plus with bags of battery power left, when I get home.
If there is a downside to the Star is that its a heavy bike and if your folding or carrying it up a flight of stairs, well let's just say your going to get in shape.
My only other criticism is that it can do with more gears as there is a point where your not really peddling anymore and your not going to go any faster and that's because the assistance cuts out and it only has 20 inch wheels, but if your not bothered about top speeds over 26mph and want a solid built commuting bike that can handle the harder tracks and paths at the weekend than you cant go wrong.

I cannot say enough positive things about this company. The bike itself (star) is a fantastic bit of kit and feels really well made. The customer support is second to none and they have been fantastic throughout my eskute journey. The bike is a pleasure to ride (I have had a previous electric bike which pales into insignificance compared to the star) and battery has a long life in between charging. I feel safe and noticed which is no mean feat on the roads at the moment !! 10/10 would definitely recommend! 😊

It is when things go wrong that a company shows if it is good to do business with.

I recently ordered an Eskute Naturno Plus 24 and was pleased that it arrived within 5 days ( 30th July 2024). It was very well packaged and all the parts were present and undamaged. The bike was easy to assemble and I was soon ready for a test ride. Unfortunately, the battery was dead, tried to charge, no result. Sent off an email to customer support and after me providing some further information, a defective battery was diagnosed and Eskute promissed to send a new battery. This arrived today just 6 days from the initial complaint. I installed it and the bike is now great. I think this is an example of great customer service and I would not hesitate to recomend Eskute to anyone looking for an ebike.

The bike itself is fine we already had a Polluno so we sort of knew what to expect, and this Natuno does not dissapoint. Taking price and performance into account I think this bike is a realy good buy.

My charger stopped working,then my battery just packed in after 13 months,just out of warranty, Eskute were no help,ignored my emails when askifor replacement,had to buy a charger myself now After 13 months I have an ebike that doesn't work, should of just bought a normal bike, avoid these disposable bikes.. Eventually the Eskute team agreed to replace my faulty battery and replace it free of charge,after I had the faulty battery testted at my "own" expense by a professional,I feel happy now about the overall outcome..&the problem is resolved..