Reported a broken chain guard part (my fault) to see how to replace it. They simply sent me a new one free of charge. Not a real expensive part, but a great example of CS
velotricbike.com Reviews 405
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4.4
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I had a lengthy interaction with Velotric, as I had an unusual problem with my T1 bike. Your Customer Service team was relentless in finding the correct solution to our problem. There were pleasant and courteous, but more importantly, effective and efficient. Top drawer Customer Service!
You should follow up with your dealers. If they don’t respond to customers then you should contact them to make things right.
The Support was good. System wise I had problems. Having to create an account twice was frustrating. Had a difficult time trying to locate SN/Model n I numbers.
Company details
- #18 of 32 best companies in Bicycle Store
- #2 of 7 best companies in Bicycle Wholesale
- #11 of 21 best companies in Bike Accessories Store
About velotricbike.com
Written by the company
Velotric redefines the Ebike experience with high-performance, comfortable, and accessible electric bikes designed for everyday riders and adventurers alike. Founded by industry veterans—including Adam Zhang, Lime's hardware co-founder, Velotric brings together experts from leading brands like Lime, Giant, Specialized, and Decathlon to create Ebikes that blend innovation, style, and practicality.
Driven by a mission to revolutionize urban mobility and explore the great outdoors, Velotric designs Ebikes that make every journey effortless and exhilarating, all with a focus on simplicity, reliability, and superior design.
Committed to sustainability, innovation, and accessibility, Velotric is creating the future of electric biking—one ride at a time.
For more information, visit https://www.velotricbike.com
Contact info
United States
- velotricbike.com
4.4
Excellent
405 reviews
Replied to 94% of negative reviews
Typically replies within 1 week
Invited
Sent a free replacement chain guard (my fault)
Reported a broken chain guard part (my fault) to see how to replace it. They simply sent me a new one free of charge. Not a real expensive part, but a great example of CS
Date of experience: January 21, 2025
Reply from velotricbike.com
We appreciate your kind words and are glad to hear that you were happy with the customer service you received. We strive to provide our customers with the best possible experience, and we're happy to help in any way we can.
Verified
Reply from velotricbike.com
We're glad to hear the advice was helpful.
Verified
Reply from velotricbike.com
We're glad to hear you received a quick response.
Invited
Superb Company company
I had a lengthy interaction with Velotric, as I had an unusual problem with my T1 bike. Your Customer Service team was relentless in finding the correct solution to our problem. There were pleasant and courteous, but more importantly, effective and efficient. Top drawer Customer Service!
Date of experience: September 30, 2024
Reply from velotricbike.com
We appreciate you taking the time to share your positive experience. We're glad to hear that our Customer Support team was able to provide you with the support you needed. We strive to offer efficient and effective solutions to any challenges our customers may face. Your feedback is helpful to us as we continue to improve our service.
Verified
very polite and professional.
Date of experience: April 19, 2025
Reply from velotricbike.com
"Thanks so much for your kind words! We're glad our customer support team came across as polite and professional. We’ll pass this along to them.
Invited
Quick service on a couple of issues…
Quick service on a couple of issues with my Discover 2 got me back riding and enjoying my ebike.
Date of experience: September 20, 2024
Reply from velotricbike.com
We appreciate your feedback and are glad to hear that you were able to get back to riding your Ebike quickly. We strive to provide the best possible service to our customers.
Verified
Quick response and to the point
Date of experience: April 19, 2025
Reply from velotricbike.com
Thank you for your kind words. We appreciate your feedback and are glad you found our response helpful.
Verified
I ordered 2 bikes and 3 accessories 2…
I ordered 2 bikes and 3 accessories 2 days ago and 4 items are on there way to be delivered.
Date of experience: April 17, 2025
Reply from velotricbike.com
We appreciate your patience as we work to get your entire order delivered. We're working hard to ensure all your purchases reach you a quickly as possible.
I think I was sold a lemon
The one star is for their responsiveness. They are quick to communicate and are polite. Now, let’s talk about the lemon I’m saddled with and is sitting in a bike shop waiting for yet another part.
T1 ST. I lost my bike, e-boards, and pretty much everything I worked my entire life for in a hurricane. I saved up the money to get a new E bike. I had to make some sacrifices in doing so. Based on the reviews, I went with this bike. It took me most of the day to put it together. But, I got it done, and I was excited about the bike. Granted, it seems a little heavier than the advertise and would be much easier if it was about 5 pounds lighter. Still, I was ready to take it on the road.
I took it on one short ride. Then I took it on one longer ride. Then a little bit later, I took it on another longer ride. Partway through the ride back I noticed it was getting pretty hard to pedal. I thought maybe it was just the wind. Then I tried to get it up and overpass. I had to walk with it. Shortly after I came down from that overpass, I realized that the pedal assist no longer works. Fortunately, there’s a little bike shop right on the trail.
One of the staff members is familiar with this brand. He took a look and showed me the error. I called Velotric and after a lot of back-and-forth, they agreed to send the parts to the bike shop. There was no way I was going to get that bike home. It’s just too heavy to pedal that far without assist and then get it upstairs. This was two weeks ago.
They sent the part, but it didn’t fix the problem. Now they’re saying they’re going to send even more parts. In other words, I have no idea if this bike will ever work again. Honestly, I don’t want it. I don’t even think a bike that’s been sitting in the shop that long is sellable.
I have asked that they take it back for a full refund. This is clearly a lemon. So far, they have not agreed to it. I just want this bike off of my hands and I want a full refund. I don’t trust it. I will not take it on another long ride.
If Velotric does the right thing, then I will revise this or delete it. As for right now, I am going to hope for the best.
Date of experience: April 02, 2025
Reply from velotricbike.com
We understand your concerns about the issues you've experienced with your Ebike. We appreciate your detailed account of the situation, including the challenges you faced assembling the bike and the subsequent issues.
We want to assure you that we take your concerns seriously and are committed to finding a resolution that addresses your needs. We are actively working with our team to investigate the situation further and explore all possible options to ensure your satisfaction.
Verified
I had a problem registering my bike and…
I had a problem registering my bike and asked for information. They helped me with my problem and then checked to see if everything was ok.
Date of experience: April 17, 2025
Reply from velotricbike.com
We appreciate you taking the time to share your positive experience. We're glad to hear that our team was able to assist you with registering your bike and ensure everything was in order.
Verified
You should follow up with your dealers
You should follow up with your dealers. If they don’t respond to customers then you should contact them to make things right.
Date of experience: April 18, 2025
Reply from velotricbike.com
We understand your concerns about the lack of response from our dealers. We value your feedback and will use it to improve our communication with our dealers. We appreciate your patience as we work to address this issue.
Verified
Friendly
Friendly, easy to understand and seem to care about our questions. Really good job by all three representatives I spoke with.
Date of experience: April 15, 2025
Reply from velotricbike.com
We appreciate your kind words and are thrilled to hear you had a positive experience with our representatives. Their dedication to providing exceptional customer support is something we strive for.
Verified
Very prompt response
Very prompt response. I couldn’t be happier with Velotric customer service.
Date of experience: April 17, 2025
Reply from velotricbike.com
We're glad to hear you had such a positive experience with our customer support team. We appreciate your kind words and strive to provide exceptional support.
Verified
Velotric support teams are great.
Date of experience: April 17, 2025
Reply from velotricbike.com
We're glad to hear you had such a positive experience with our customer support team. We appreciate your kind words and strive to provide exceptional support.
Verified
Excellent Customer Service
My very specific questions were answered promptly and with pertinent information.
Date of experience: April 17, 2025
Reply from velotricbike.com
We appreciate you taking the time to share your positive experience. We're glad you found our responses helpful and informative.
Verified
Fast response
Date of experience: April 17, 2025
Reply from velotricbike.com
We're glad to hear you had such a positive experience with our customer support team. We appreciate your kind words and strive to provide exceptional support.
Verified
The Support was good
The Support was good. System wise I had problems. Having to create an account twice was frustrating. Had a difficult time trying to locate SN/Model n I numbers.
Date of experience: April 17, 2025
Reply from velotricbike.com
We're glad to hear you had such a positive experience with our customer support team. We appreciate your kind words and strive to provide exceptional support.
Concerns and Solid Customer Service
Great responses from Velotric Customer Service with some concerns and issues I had with my new Summit 1. Both items below were shared with Velotric and their responses were timely, detailed and helpful.
> Prior to and just after purchase I had read several criticisms that the Velotric app and control consoles did not function properly with Android OS devices. As a Droid guy I was worried, but decided to proceed. I've had the bike for about 2 weeks and had no trouble with pairing, settings, or firmware updating. If Droid issues were a thing, they seem to be fixed. *Note, the Summit's Apple Find feature will obviously not work on a Droid device, but that's what bike locks are for.
> Since I've never owned an E-bike and I strive to support my LBS, I had them order and do the final build out of my Summit. Apparently it came in a shipment with a few other Velotric bikes and mine was being built simultaneously to a Breeze model. The final accessory boxes supplied by Velotric are visually identical between the Breeze and the Summit, and my Summit ended up getting the Breeze console and headlight. I didn't know any different upon delivery, but quickly ran into settings problems. My LBS figured out their mix-up of the components and swapped out the correct ones the very next day, and I will add that they were completely honest and apologetic (great customer service). Everything is working as it should now and the rides have been great.
Date of experience: April 17, 2025
Reply from velotricbike.com
Thank you for your kind review and for sharing your experience with the Velotric Summit 1. We appreciate you taking the time to highlight the positive aspects of our customer service team and the helpfulness of our responses to your concerns.
We are glad to hear that you have had a positive experience with the Velotric Summit 1 and have not encountered any issues with the app or control console on your Android device. It's great to know that any previous concerns regarding Android compatibility have been addressed. We are also pleased to hear that you are enjoying your rides. We value the partnership we have with our dealers and strive to ensure they are equipped to provide an exceptional customer experience.
Verified
Very informative and very customer oriented. Did buy there nomad 2. thanks
Answered all the questions to make the purchase a pleasure
Date of experience: April 07, 2025
Reply from velotricbike.com
We're so happy to hear that you had a positive experience. It's our goal to make every purchase a pleasure.
Verified
They get answers to your questions fast and well
they get back to you fast answers
Date of experience: April 16, 2025
Reply from velotricbike.com
We appreciate your kind words and are glad to hear you found our response time satisfactory.
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