Dear Sirs,I am writing to express my complete dissatisfaction with how your representative Six Jack has handled this matter.The purchase was made on June 13, 2025, and until now no concrete action has been taken. The customer has not received the product, and for over a month, I received no reply to the 10 emails I sent — attached you will find the 10 emails that were never answered, as proof of the negligence in your customer service.Furthermore, I requested the legally required documentation, as mandated by Portuguese and European Union legislation for electric vehicles, which was not provided correctly or completely, namely: The Vehicle Identification Number (VIN) on the invoice — a document which, in fact, was never even issued; The CE Certificate of Conformity, including the European Union homologation number; The manufacturer’s declaration confirming that the vehicle is limited to 25 km/h, as required by the Portuguese Highway Code under Law no. 78/2021.The only response I received was on July 21st at 11:22 AM, from your representative Six Jack, stating the following: "I am really sorry. Due to customs reasons, we are out of stock for several models, so our customer service workload is also very heavy. It is our responsibility that we have not achieved customer satisfaction. I will also train you as soon as possible. Now we all respond to customer messages in a timely manner."This excuse has absolutely nothing to do with what actually happened. The issue is not about stock shortages, but rather the lack of response, the failure to provide mandatory documentation, and the inability to fulfill an order placed over a month ago.To make matters worse, in some interactions, the representative acted as if they didn’t even recognize the customer or the case, which is unacceptable and highly unprofessional.The response given is completely out of context and clearly shows incompetence in handling this situation.Moreover, the proposal made — suggesting that, at worst, I would receive “half of the money back” — is unacceptable. You are fully responsible for the shipping and documentation, and the customer must not be penalized for errors on your part.In light of all this, I reaffirm that I will never sell your products in my store, and I will report this case to the relevant authorities if it is not resolved immediately and appropriately.
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Kugoo Europe Official Website(Kugooescooters.com) . Ships directly from European warehouses with free shipping and no additional taxes! Fast and safe delivery within the country by international express DPD or GLS, 4-8 working days to arrive. Provide fast and professional pre-sales and after-sales service through our mailbox: service@kugooescooters.com. Provide one year free after-sales service. The best electric vehicle for your needs Extensive catalog of electric scooters, e-bikes, accessories and spare parts. Easy to use and safe! Kugou, a leading brand in the field of urban transportation.
Note: Our company has regulations that the scooter you buy on that website will be responsible for the after-sales service for you. Please send us your order number when you contact our after-sales email address, and we will verify for you whether you purchased it on our website.our website is: kugooescooters.com. Thank you for your understanding and support
After-sales email: service@kugooescooters.com
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