I purchased an E26 Ebike direct from Engwe in June of this year, the bike arrived faulty, when I contacted their customer service they diagnosed a faulty motor and sent me a replacement with the expectation I would replace it myself, when I declined this they instead agreed I could take it to their licenced service provider, they held onto the bike for 7 weeks attempting to fix the issue, as it turned out it wasn't the motor, at this point and with no solution in sight I formally rejected the bike and asked they collect it and issue a refund, they refused to give refund citing that I had "made use of the bike for three months" and only after lengthy back and forth with me sending them a copy of the consumer protection act did they finally agree to collect and reimburse, but they still witheld £100 from the refund. The only reason I am giving them 2 stars instead of 1 is because their customer service team did maintain regular contact with me throughout.
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