I asked them if a kit was compatible with my e-bike - they assured me it was, so I purchased it. After taking apart my bikes mechanics, I learnt that it wasn't. I reached out and let them know that it wasn't compatible despite being told it was. I asked if there was an adaptor, or if not, if I could return it for a refund. They didn't even acknowledge anything I said, just gave me the return details. I asked if they would cover the costs of the return given the circumstances - but still no apology or acknowledgment of the situation, just advising me that "For all refunds or returns, the cost of postage is the responsibility of the person returning the goods." I understand people make mistakes, and whoever is reading this is most likely not responsible, however, no apology or acknowledgement of your team's mistake is a pretty poor experience. Making me responsible for the cost of your mistake seems unfair.Despite how inconvenient and disappointing the experience has been, it would have been fine had someone at least apologised. Making exceptions to the cost of return rule would have been a great opportunity to turn a poor customer experience around. I personally don’t think saving $10 - $15 in postage is worth the poor customer experience over time.
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At iScoot, we exist to revolutionise personal transport by making eRides—electric scooters, eBikes, and eMotos—accessible, convenient, and sustainable in Australia. We’re not just reducing carbon footprints one commute at a time; we’re bringing people together by making travel faster, more efficient, and more enjoyable.
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