Review Time
Ordered a bike more than a month ago and still waiting for it. I sent multiple emails with order cancelation/refund and all of them have been ignored. You wait 1h+ on the line with customer support just so they can hang up on you. Strongly do not recommend this shop.
DO NOT LET THE REVIEWS FOOL YOU. THEY REFUSE TO REFUND PEOPLE AFTER THEY TRY TO SCAM YOU INTO GETTING A MORE EXPENSIVE BIKE AND THEY FAILED. THEY WILL THEN REFUSE TO PAY YOU BACK BY IGNORING YOUR REFUND REQUEST. WORST COMPANY I HAVE EVER!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Absolutely scandalous.The bike arrived after like 6 weeks even though they promised me 2. I could've bought from aliexpress the same bike and have It delivered withing 4 (with warranty of delivery under a month). It arrived, It's loud, It's slow, It's shaking abnormally. I wanted to return It and the lady working there responded to my email with "you can put It on markplaats". Is that a joke? What kind of company is that? I had better customer service from turkish fake gucci sellers. Disgusting company, disgusting service, disgusting bikes.
We ordered 2 x fatbikes on 29 May online. Paid cash. The website states 10 working days for delivery at you nearest store, our store was Almere Stad. After almost two weeks passed the Almere Stad store phoned us and asked if we want to change the v8 fatbikes to v20 fatbikes because they dont have stock anymore. We replied to their email saying "No" we want the fabikes we ordered as the website said they have stock.I phoned their head office and spoke to a lady that told me the container wil arrive the following week and that we can pick the v8 fatbikes up the last week of June or the 1st week in July. On 1 July we went to pick up the fatbikes and when we got to the store they prepared the v20 fatbikes which is more expensive and the same fatbikes we said "No" to. I phoned the head office again and they said the container is delayed and my wife can ask for a refund if we dont want to wait any longer. This was on 4 July, after 37 days no fatbikes. Not one time did anyone from La Souris inform us about the delays, we had to phone them every week. I spoke to a supervisor and asked for a refund. She promised me that the refund will be processed before end of business on 4 July. My wife replied to their refund email and send her banking details. Tge supercisor promised me 10 working days for full refund. I phoned on Wednesday 23 July after 13 workings days (19 days total) and asked where is the refund. We purchased other fatbikes from a Fastbikerz and we received in 4 working days. Now we need our money and no-one is replying to our emails and when I phone the head office customer service tell me there is a delay again. They do not communicate with us as the customersl and they are arrogant when you phone and ask for the money. This has been a very poor experience with La Souris. The have the poorest customer service I have ever experienced in the Netherlands. All we want is our money back, €1295 and it is already 26 July (22 days after refund request). This is alot of money and we need it back URGENTLY! *Update based on this mornins response* Nadia, I made it clear in my review that I want my refund not any fatbikes from La Souris. Please arrange for my refund to be paid today 28 July 2025 as was requested on 4 July already. The waiting period is already too long and we dont want to wait any longer.
Still no sing of my refund. 2 weeks have passed since I posted the review and requested the cancellation. The only reply I have is that I'll be reimbursed as soon as possible. Idealin3 is charging me the third installment of the maintenance package and I have no support on that. The worker told me to contact idealin3, even though in their official website it states that the responsibility is from La Souris. Everyday it gets worse and worse. Update: I sent the email requested here and still didn't get any answer. I asked to the person who was talking to me in the beginning of the week to cancel the purchase and was ignored, as well as the other colleague that replied an old email. I sent 2 official emails requesting the reimbursement, and still no reply. READ THE COMMENTS AND DON'T MAKE THE SAME MISTAKE I DID. Horrible experience. I bought my scooter 1,5 months ago and even though the website states that it will be delivered in 10 working days, more than 32 have passed. The scooter was supposed to be delivered two weeks ago and in the evening before I got an email saying that it would not be possible anymore since one piece is missing... What? After all this time it was figured out one day before the delovery?After insisting a lot I got a enw email saying that the missing part was being installed, and today for my surprise I got a new email saying that the piece was out of stock. They just wanna keep your money. The communication with the brand practically does not exist. Unless they want to sell you more things, then it's very fast. I'm very disappointed with my purchase and I don't have any support on that.
It's a bit too long waiting time for handling the orders I was waiting 1 month, and I came personally to ask about my order because that weekend I should start my holiday already so I wouldn't be able to pick up, also for repair I requested 2 times and nobody Contacted me I had to go there personally.
My daughter bought a Fatbike here. After purchasing it, the pedal broke and it fell off. The screw on the pedal attachment broke, making it impossible to attach the pedal. Also, the battery lock was faulty from the beginning, so it wouldn't lock. I contacted the store multiple times, but they connected me to support, but there was no one there, so they said they would call me back, but they never contacted me. This company is dishonest, and their support system is so unreliable. I would never buy from them.
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