Review Time
A really good company to deal with. They kept me informed all the way through of when the items would be received. Customer Service were very helpful and returned any queries by email within 12 hours.We purchased the bike as a 21st birthday present for our grandson and he is delighted with it.
I recently had a minor issue with a product from Eskute, and I must say, their customer service exceeded my expectations. Despite a misunderstanding regarding the product's features, the team at responded promptly and offered a satisfactory resolution.In situations like these, a company's commitment to customer satisfaction truly shines. Jollin not only addressed my concern but also provided a solution that showcased their dedication to ensuring a positive customer experience.Mistakes happen, but how a company handles them speaks volumes. In this case, they demonstrated exceptional customer service, turning what could have been a negative experience into a positive one.Kudos to Jollin for his commitment to customer satisfaction.
My netuno has 400 km done on it so pretty new. There is an E6 error - the only way to contact Eskute properly is via email and a possible diagnosis took over a week - then the part that is needed (controller) is not in stock in uk or Europe- I was told to check back in a month !!!! For an essential part !!! A month !! Bike is unusable!! Check the website re other parts - parts availability is a real issue - if there is no stock and the uk business doesn’t know when parts will arrive this could be a long long wait - terrible service and with no parts the bike is useless
I bought my Eskute Netuno in April 2023. I used it a bit through the summer and thought it was an OK bike for the money. Its motor is powerful and responsive and the range seemed decent. Its relatively cheap for what it is. Its never going to get you up any big mountains but for general off road use its absolutely fine.I was away for a few weeks and unwell with Covid for a whole after so hadn't used the bike for a couple off months. The battery then refused to charge. I contacted Eskute Customer services to request a replacement under the warranty. Their initial reaction was to say that the failure was my fault as I hadn't charged the battery for a while. I objected to this and asked them to show me where in the user manual where it states that the battery must not be left uncharged for an extended period. Apparently it does say this somewhere so be careful on this.To be fair to Eskute they agreed to provide a new battery due to my illness following my period away meaning that I couldn't use the bike. So fair play to them.
Received my new Eskute netuno, unable to charge the battery emailed Eskute support, received a reply straight away from Jenny, after sending a photo of my battery to her, I received a new battery within 2 days.Jenny was super efficient and very pleasant to deal with
I ordered a Eskute Polluno Pro to replace a hub motor e-bike I have had for a couple of years I am 65yrs old and disabled so an e-bike has been great for me unfortunately the Eskute bike did not suit me and as I had done 17 miles on it Eskute would not swap it out for another bike as they class it as used. What is the point of advertising you can return it but can't try it? I bought another bike that suits my needs better and that company advertises a return as long as it has under 50 miles or two weeks whatever comes first. So I have a lovely bike I can't use. So the point of this review is just to say the bikes are good quality but if you take it out for a spin forget returning it. In my case I was wanting to take another bike in its place but instead off offering to exchange the pro for a bike that cost less they just suggested I buy that bike too and sell the other privatelyEdited I like the hypocrisy in your reply pointing out UK law on throttles to me but are prepared to sell other bikes in your range with them for an extra charge
I may have given Eskute 5 stars when I first bought my Polluno online, and rightfully so on sale at £899. But 17 months later, my battery just stopped working. The bike and battery were always well cared for, with indoor parking too. Looking at past reviews, battery failures seem to be a common occurrence.So I emailed support and discovered you only receive one response per day. It took a total of 11 days of trouble shooting the issue but on 09 Nov, support provided me with a 50% discount on a new battery. That was very appreciated given I'm out of my one-year battery warranty. All batteries were backordered too, but happy to report that I received the new battery on 06 December and my bike in working once again.As a footnote, when you pay for replacement parts with Eskute, the only option is by sending them a payment to their PayPal Gmail address. A little scary at first, but it went fine for me.An internet search will shows the issue with these bike batteries can be due to a bad Battery Management System board (BMS board). Now that I have my new battery, I was able to painstakingly take the old battery apart and I will replace the BMS to see if I can breath new life into this perfectly fine broken battery. All of the Samsung cells are in top condition so it's worth the £15 gamble.Eskute's an okay e-bike but if you can afford to spend £1,000 more, it may be worth your time if you are concerned about obtaining replacement parts quickly and for the foreseeable future. I learned there's a control box under the battery compartment so if that were to ever break, I hope that part is easily obtainable.
I Bought Eskute Nettuno pro , what a mistake did not work from moment it arrived yet again like many the battery was dead as a dodo. When reported they wanted me to run test for them and send pictures. They then admitted they have had issues with a few of these and wanted me to wait till they sent new one , but did not know how long as they had ordered more as they had no stock . No doubt due to all the failure. Now trying to return and they are doing everything they can to delay and give full refund. Just shows sometime you need to deal with solid company that can be trusted not so company the sells out of someone home garage they use for uk shipping. Do not trust this group.Update refund provided but this time they did what they said , they need to improve on customer service and have some sort of stock and service agreement with uk bike shops to smooth process. Maybe when they improve on this side things will improve. I agree with other Jenny is very polite.
These bikes are great value for money, I bought 2 of the bikes, one for me and one for a friend. I did have an issue with my bike which the company have now resolved and they have also offered me compensation, so I am happy My wife's electric bike cost more than twice the price of this one but I would say is no better value.
The quality of the bikes is great for the price and as long as they work for you then this is great. The problems, however, are the times when everything doesn't work and you need to have support involved. They will send you replacement parts but you are responsible for fitting those parts, reasonable for standard bike parts of cables levers and pedals etc not so much as in my case where a new bottom bracket was needed. This is tricky replacement on most bikes yet Eskute bottom brackets have the torque sensor attached meaning it's well beyond my wheel house and of course no local bike shop will work on them. The customer service hide behind their horrendous warranty which will not cover even the basic level of customer care and on top of all that they don't have parts in the UK so even if you are happy 5o fit your own parts you will be waiting 15 days before you get hold of them
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Eskute Bike is a fast-growing ebike company. We keep offering more choices to people who e-bike to commute and those who e-bike for leisure. It strives to capture a confident, carefree life intended for customers by relentlessly inventing creative innovations.
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