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December 2023 by Bart Kieschnick
Terrible customer service. Customer support via chat is disabled. And there isn’t a way to get anyone to contact you back.
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August 2023 by Brandon
I brought my bike in for repair for a battery issue after waiting 3 months for an appointment, which is an outrageous amount of time to wait to begin with.I was told that it would be $500 to replace the battery because apparently not using the bike over the winter (something I would consider to be normal in Seattle) is considered neglect if you do not keep the battery charged. There is literally no other electronic device I have ever used that will permanently die if the battery is drained.I have been trying to return this bricked leased bike for MONTHS and thought I would try to get it fixed so that I could just use it instead. But $500 is 1/4 the cost of the entire bike (when it was brand new). Now I will just be disputing the monthly charges on my credit card as they are not providing the service that was agreed upon. Also, very conveniently they do not accept the lease returns in the store.I will be shocked if this company makes it back from bankruptcy after screwing over their customers. There is a very limited number of people willing to spend $2000 on a bike so probably shouldn't make them hate your company.
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August 2023 by sara farhat
I’m extremely disappointed with this brand and the service I got. I barely rode this bike a few times before having issues with the battery, I took in for service 3 times only to break two days after repair and guess what it is not easy to schedule service because they are always so busy. I barely used this bike and now the company is bankrupt, there needs to be an action law suit against them I think we deserve our money back and frankly I don’t want the bike it’s taking too much space in my garage and it’s not even usable because of all the errors it gives me on a daily basis
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August 2023 by Jacob Hausmann
My S3 was not working, it was showing a battery error and was not staying on. Despite there being no service appointments available online until October (more than 2 months out), I decided to bring by bike to the store on Sunday and see if they could do anything for me.They were nice about it, and said they could take it early and to expect it back in 5-7 days. They ended up servicing it the next day, and around 24 hours after dropping it off, I was able to ride my bike out of the store, working as well as ever! Great service from the team at this store!
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July 2023 by Dominic D
I’m giving this review based on 1 month of using this bike, and numerous customer support interactions I’ve had. Note: I’m on a 1yr lease via Amazon.Overall, TERRIBLE and wouldn’t recommend.Below are my comments:-Setup: Horrible. My bike arrived without instructions, random empty Vodaphone SIM cards, and online help was extremely difficult to find. The manual shared by support was incorrect and didn’t align to what I received. Hence, I spent hours figuring it out myself.-Quality: It lacks the power I’ve had with other bikes. Also the gear shift broke after <1wk of use. Hasn’t worked since. The iPhone find my feature has never worked.-Repair: The online prompts to schedule a repair are smooth, but I’m being forced to wait 2.5 months for a drop-in appointment (let alone repair time thereafter)-Customer Service: Automated bot messages, no phone to call, impossible to find a real person, very slow response times and limited hours of support (they operate on EST business hours). I spent an hour trying to get basic support from them before quitting.
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June 2023 by Courtney M
This company is a SCAM. Like others, I leased a bike from the employee program for Amazon. 1) The sent me a non-functional bike/battery. 2) They don’t accept store drop off. 3) They sent my return box to a completely different address (it is a HUGE box, and it takes hours to take apart the bike). 4) I have been in contact with the agent via email (they have closed my open tickets, been totally non-responsive, and it’s impossible to speak to someone on the phone). 5) I have been trying to schedule a FedEx pickup for weeks with one of their agents who for 3 times!! failed to get someone to my apartment before my lease was up.It is unbelievable that Amazon has business ties with a company like this. I have literally wasted thousands of dollars on this non-functioning bike and simply trying to have someone take it back! DO NOT LEASE A BIKE FROM HERE. I also wouldn’t recommend buying one, mine and as you can see multiple people on this review thread have confirmed that the batteries don’t work. If you do, good luck trying to get support. It’s nearly impossible.
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June 2023 by HH
Literally the worst bike experience I've ever had. The thing broke out of the box and guess what? It's super hard to repair because they never have capacity so I had to wait a month (oh and paid $100 for that month btw). Then the replacement bike broke, then the app let's you accidentally remove the bike, but doesnt allow you to reconnect (even though youre still paying for it). The best part is, guess how you return the bike after a lease? YOU have to pay another $100 to ship it back. This company is a scam and peddles an overengineered piece of junk.
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June 2023 by Will Godfrey
This is much more a review of the staff at the Seattle Van Moof location that the products themselves, though I do love my Van Moof. Makes the ride to and from work everyday fun again! Regardless, the staff members Jazzy, and Kusha and simply the best. On multiple different occasions they have gone the extra mile to get my bike fixed and on the road again, as well as always doing their best to make sure I have a commuter to get to and from work in the meantime. These 2 guys are awesome employees and passionate about the brand. Someone give these gentlemen a raise…
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May 2023 by Mark Goldenstein
I stopped by on a Saturday morning. The sales staff was super friendly and I got a test ride without any appointment. It’s a fun and smooth ride. Can’t wait for my S5 to get delivered, thinking of using it for my commute to Bellevue when the weather is good.
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May 2023 by Eva Chen
Walked in this morning for a quick check up on my new bike. Kusha was super friendly and fixed my bike in a blink. Thanks so much!
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May 2023 by Sarita Role Schaffer
The folks who run the Seattle shop are awesome, especially Kusha. Gracious, knowledgeable, completely helpful at navigating the shortcomings of Van Moof’s online customer service (or lack thereof). The bikes are a great option for anyone who wants an easy, speedy lightweight commuter. The lower-grade components — which keep Moofs more affordable — will disappoint the gear heads. But I say any bike is better than a car. Thanks for all your help, Kusha! VM management, whatever they’re earning, time for a raise! Takes a lot of cool to help Amazon employees all day.
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April 2023 by Landon Roberts
The star I am giving is for the in-store customer support, nice people. But honestly, these bikes suck. They’re more of a headache than they’re worth. Wouldn’t recommend. Mine quit working and I got a replacement due to it still being under warranty - which was nice. But I have barely ridden the replacement because every time I do, it has trouble connecting to the app. Or it throws an error or something. There’s just always something wrong with it. The experience is not smooth or pleasing. It’s frustrating all-around. Get a Rad maybe. They’re cheaper so even if they’re a headache, at least they’re a cheaper headache.
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March 2023 by Mo Olson
I have had my VanMoof X3 for about 6 months now through this store. I have had to bring it in 3 times for problems. My partner and I have had about 4-5 different brands of bikes before and I’ve never seen a bike with so many issues. When the bike has a problem, it will give you an error code and it is not possible to fix yourself because they are electronic based. Additionally, they warn you not to fix your own flat tire because “you could cause accidental damage” which is not covered by the lease, BUT they charge a whopping $34 just to change the tube. Stay away!
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March 2023 by Gary Lardizabal
The fact that I bought a VanMoof was based on them having a store here in Seattle. Over the last year they have troubleshooted my bike(it has electronic bits, which is new to cycling), changed tires, and other things that pop up that ‘happen’ when you ride your bike!Great service and the most important part of this review is that the people make it great…. There are great people here that care…
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March 2023 by Cameron Brady
Absolutely terrible experience with the subscription service as an Amazon employee. Bike is bricked with error code 6 and wouldn’t turn on after putting it together. I decided the subscription isn’t worth the hassle after the terrible start and ask to return it. Their return policy involves them sending you a box and requiring you to completely disassemble it again. The entire store is full of bricked bikes. Buyer beware.
