VanMoof

My non electric bike is great and the service from the London store was fine but seriously disappointed with VanMoof overall. I purchased my bike through the subscription some years ago. I did so because at the time VanMoof promised that there would be an option to sell on the subscription or upgrade to a better bike in the future. When I tried to do this I was told there was nothing I could do except keep paying monthly or return the bike and get nothing back. Given this took customer services months to reply to me I’m really not happy. I reckon on average it takes around 6-8 weeks for customer services to respond to any enquiry and then it tends to be a one line email which doesn’t resolve it. To cap it off they closed out my last 2 responses together with one line reply and then sent me 2 customer service surveys - if they can’t be bothered to deal with my response properly why do they think I should fill out the survey? Also, not sure if they are still promising that you can borrow a bike when you visit another city. Ha ha yep that was a lie as well. Thought it would be fun to use a VanMoof in Amsterdam when I was there... again ages for customer services to respond, they palmed me off to the local store who ignored me. Guess this is the problem when you support an innovative start up... the founders have all these great ideas but that’s all they are.

Order delayed by 25 days. Ordered early Aug for late October/ early November delivery which was fine. Got in touch with delivery date which became very excited about and started putting plans in place to holiday with - since delayed. A week I could understand but 25 days is too much. Hope to change this review when bike arrives and love however at second is a grrr moment!

The S3 is a joy. There was a glitch. I contacted them. They fixed it. I have become used to prevarication and poor communication in this digital age. Not so with VanMoof. These VanMoof people are wonderful; excellent comms, excellent service, excellent bike. It has been more than a decade since I have experienced such helpful competence on such a great product. Delighted. Thank you, especially Miriam, who co-ordinated brilliantly. But also the nameless bike mechanic who fixed the glitch and tidied up many other little things off his own back. Going the extra mile. Great company. I’ll stop gushing, but, I’m so pleased.

Impressive Dutch e-bike store in London. Knowledgeable & helpful staff. It would be a nice touch if the staff had name badges or at least introduced themselves to those who come for a test ride. Book a test ride, it's free & great fun (even if you decide not to purchase the bike for whatever reason). I am certainly getting one for myself through Cycle To Work scheme after testing the bike!

I just wanted to say how helpful the staff members are here. Especially the man that was working here today he was literally a life saver and was extremely knowledgeable about all the bikes on offer. Highly recommended even if its just to ask a question. Thanks again!