Urban eBikes Reviews 36

Purchased a electric moped from them.
Great price and great customer service
Very good after sales experience too.
Would 100% use them again.

I purchased a SuperSoco TC from Urban eBikes in 2019. It took multiple months for them to deliver my bike as they didn't have any in stock, nothing on their site suggested this when the order was placed. Communication around this was terrible.
Maybe this was a on of bad experience? No.

In the next few years every time I've interacted with them their communication has been terrible. They even claimed to have fixed my bike, take money and returned the bike unfixed. All communication has been ignored trying to get my money back.

Avoid this company at all costs. Once they have your money the will completely ignore you, even if they didn't do/deliver what you paid them too.

I love my SuperSoco TC. Just purchase it elsewhere...

After months of research I settled on buying a Super SOCO CPX due to its many useful features l, including the ability to track the bike and monitor its battery through an app. After several weeks of delays, I was excited to get my bike and was disappointed when the app said my bike was already registered, meaning someone else could be tracking me and have access to my bike. I also discovered that time does not work on the display and a screw was missing from a panel. Urban e-bikes NEVER responded to voice mails, call back requests and service emails. After months I have had no success.

I sold a Super Soco TK Max electric bike via Urban e Bikes about 3 months ago and have yet to receive the money for it, the buyer has paid for it and has the bike. No emails or calls are being returned after months of trying I keep getting diverted back to the buildings reception. I gave them leeway when selling the bike which took about 5 months over summer to even post it... and now this... I am literally thinking that my only option is to seek legal council or call the police.

Good service and follow up. I ordered a new Stromer ST2 ebike in December and it arrived within 3 days. The whole process was seamless and they called the following day to check I was happy with everything.

It is really bizarre that before writing this review, I looked through some of the other comments and saw that others were complaining of exactly the same problems as me.
A complete inability to return calls or messages, to keep customers informed of progress or otherwise on bikes in service- to be fair when I do call ,the people I speak to are polite and apologetic so it’s nothing to do with personnel - it’s just the dna of urbane bikes is total lack of customer care- it would be quicker to send the bike back to China ( couldn’t be slower ) If I wanted to deal with lovely people who don’t know how to look after customers I would call The Pope.
Sad to say ,if you want an electric bike or moped,try to find alternative dealers where you should get better customer services- I’m off now to call them for the 20 th time to see when my bike will be ready

I'm torn on this review. On the one hand, this is a bold company bringing (IMO) some great e-mobility solutions to what was previously a very niche market. The staff in their London stores are knowledgable & enthusiastic, and earlier in the year they even organised a ride-out for e-scooter owners to commemorate the opening of their new West London store.

They've also demonstrated excellent customer service on at least two occasions, where they've worked around their regular schedule to service my scooter so as to cause as little inconvenience to me as possible. Special shout out to Ciro who I'm disappointed to hear is no longer with the business.

But while the company is clearly capable of pulling out all the stops when they want to, their day-to-day customer service is woefully inadequate. In the unfortunate event that your e-bike/e-scooter develops an issue that only a qualified mechanic can repair, think long and hard before turning it over to the UEB workshop, who have now had my e-scooter in for repair after an attempted theft for a month - despite having previously assured that work would take no longer than two weeks (later amended to three).

The workshop makes absolutely no effort to proactively keep customers informed of new updates or developments. I ordered a spare part from the workshop once and wasn't even notified when it had been delivered to their London store for me to pickup. The next time I was in the area, I called by the store to see if it had arrived and it turned out they'd been sitting on it for at least a week. Nobody thought to call(!)

I'm sure many service jobs go through without a hitch and it's not necessary to stay on top of these people as I feel I've had to - but when something does go wrong or takes longer than it ought to, there's obviously no contingency process. Even trying to get through to somebody over the phone is 50/50 at best; half the time you end up getting through to the switchboard who promises to leave an 'urgent message' but sadly can't do much else.

I don't know whether the workshop is understaffed or if there's some sort of communication issue between the brick-and-mortar stores and the Rye workshop, but it's pretty clear that the business does not consider after-sales & servicing to be a priority for them, after seeing the same pattern crop up in many other reviews.

If you're considering purchasing an e-bike or e-scooter (you should), you won't go far wrong with the team at Urban eBikes. But you'd better hope it never breaks - because if it does, and you entrust these people to repair it, you might never get it back.

Well the 2 bikes were ordered and informed that they were in stock. We then agreed on another model. When we chased the delivery and was then informed that the ones we ordered was sold and they didn’t have any more in stock but would come back to us. The original bikes we wanted mysteriously was available. So we confirmed for delivery on my sons birthday. After no contact I had to do the chasing again. They changed the date without any contact. Bikes eventually arrived incomplete. Was then informed that they would be delivered within 3 days.. never happened. Constant phone calls been told nobody is available and nobody is actually in the companies buildings or offices urgent emails sent to the director s . Lol still no contact. Eventually we may have one of the parts needed this week MAY !!.
A very difficult company to deal with or contact unless you are spending more money with then. Customer service lacks on all levels.

I just need to say It was easy to fix and get help with them, grateful and happy to find professionals really. Thank you so much!! Ciro NIU and team.
ALL THE BEST!!

Ordered an Niu E Scooter on the website. Information on the site said it will be shipped in 7-14 days.
Called the office after 14 days to ask about the delivery and was told somebody would call me back, that never happened! Had to compose an email to ask about the order and the shipping then I received a call to say the bike was out of stock and it was expected at the beginning of December. After several contacts with the company about delivery dates the bike still hadn’t arrived, we were now in February 2022.
I felt like I had to do all the chasing to find out we’re the bike was and when it was getting delivered. By this point I was frustrated and disappointed and decided to cancel the order and ask for a full refund. The refund wasn’t done straight away and delayed.
The customer service from this company in my experience was poor, the communication was rubbish and promises broken. I couldn’t believe the information that was given.
I decided to purchase a moped with a different company and received within a few days.
I personally would not deal with this company again.

Nov 2021 : Update 4 Stars....
Pleased to report/update that Urban EBikes have now resolved the issue. They sent a mechanic round with the unit which they had to obtain from Soco. He fitted the Soco missing module efficiently on site. Simple issue, politely (and finally) resolved!! Thank you.

Oct 2021 : 2 Stars....
I received my bike in Nov 2020, promptly too. After that time only contact was a marketing mug - and that was fine as the bike (SS TC) worked well enough.

It was only when, a few months ago, I realised the bike did not have an IMEI number either on the spare key box, manual or under left panel, that I realised I was not sold the bike I thought I ordered. As far as I know (but tell me if I'm wrong), all Super soco bikes of this era are sold with a module labelled with IMEI inside the bike allowing tracking, service notification and other goodies via an app. A crucial anti-theft selling point pushed by Super Soco.

Mine appears to not have that. Enquiries with mechanics, VMoto UK, other owners, all lead back to UrbaneBikes as a problem they should have probably checked and shoul certainly resolve. Try as I may to interact with Urban via phone or email, answers are either thin or without correct action to sort this issue.

It's been a few months now and it's not good... so sadly, here I am in this review. The bike is a reasonably sized investment the enjoyment of which has been soured by this lack of post sales communication and problem resolution from Urbanebikes.

One time a polite lady did answer, her responses were initially inquisitive and apologetic. Then further communication sort of just, died away without resolution.

Certainly without this unit it's been near a year's bike ownership with a 6 month mild and unnecessary anxiety whenever I use and leave the bike. Certainly need this more than the post sales marketing mug.

First and foremost, I had been dithering for some time regarding an e-bike. I did some online research and QWIC came up with multiple recommendations. If you are dithering - don’t - ebikes are fantastic.

I found Urbanebikes website and after several more hours pondering I decided to take the plunge and I ordered and paid for a bike that was show as “in stock”and delivery is usually 5 days. I received a confirmation email and was advised that Elisabeth was on hand if I needed anything.

I waited for delivery. And I waited some more.

I emailed Elisabeth after a few days and asked if my eBike was on its way as my son was desperate for me to go cycling with him. No reply.

I emailed the general email address after a few more days and enquired again. No reply.

After a week, I rang and a chap apologised and said that my bike was still in Holland. I asked how this was possible, as I had gone to great pains to order one that was showing “in stock” on the website ? He could not answer that, but advised me the bike would be with me that Thursday.

That Thursday came and went, no delivery.

I emailed Elisabeth. No reply. I emailed the “hello” general email address. No reply.

I rang again after a few more days and I was put through to “somebody senior who knows all about this”. He advised that due to covid the deliveries were delayed and that a big lorry was scheduled to pick 100 odd bikes up in a few days time and my bike would be one of the first to get delivered.

Some 3 weeks after I paid for the bike - it arrived.

As I mentioned at the start, it is great. I have found a new lease of cycling enthusiasm, despite being post 50yrs old.

My bike did not come with a water bottle holder. I ordered one and waited a week or so for it to arrive. When I tried to fit it, I noticed that one of the bolts on the bike frame was already rounded off and stuck fast. Part of the construction process.

I emailed Elizabeth and asked if they knew how this bolt could be removed. No reply. I emailed the general email address. No reply.
I sent 2 more reminder emails and eventually Gui in accounts replied and said they would get Ollie in parts to contact me. That was 5 days ago…

QWIC eBike - a huge thumbs up - go buy one.

Urbanebikes - some fettling with your Customer Service would not go amiss.

Mark

I purchased ebike i had it 4 days later full assembled ready to go the sales team fantastic specially kris very professional and helpful.
Thank you

After reviewing their excellent website and reading some nice positive reviews, I decided to choose Urban e-Bikes for sorting my first electric moped purchase. From start to finish they have been first class. They boast a friendly, knowledgeable and unpushy team. The delivery process was perfect. The NUI scooter I selected is so good. Thanks to all at Urban e-Bikes. And cheers for the lovely mug too.

Superb website, great inventory and fantastic support (Caitlin was great). I bought the Super Soco TC1500 and am thrilled with it. The delivery guy took me through all the set up and operation instructions and the bike rides like a dream. Fully recommend checking out Urban E-Bikes for your next electric purchase!