Amy G.
Extremely Disappointed — Poor Product and Even Worse Customer Service
I’ve had an incredibly frustrating experience with Actbest. While the bike arrived quickly and in seemingly good condition, it had serious functional issues right out of the box. • The chain was jammed against the frame upon arrival. After assembly, we discovered the gears weren’t engaging properly. • On the very first ride, the front wheel axle’s plastic twist cap broke and fell off. • Most critically, the battery wouldn’t hold a charge—rendering the bike nearly useless. I was willing to take it to a bike shop for minor repairs, but when the battery issue surfaced, I decided to return the bike—less than a week after receiving it. That’s when the real trouble began. Actbest’s customer service has been painfully slow, taking 4–5 days to respond to each message. Instead of authorizing a return, they insist I keep troubleshooting - which requires purchasing a battery meter to perform diagnostics myself. I’m not a mechanic, and I shouldn’t have to purchase tools to fix a brand-new product. Despite asking three times for a return label, I keep getting emails suggesting new “fixes.” At this point, it feels like they’re stalling until the return window expires. This is unacceptable. I bought a new bike, not a project. Regardless, I should be able to return it no matter what. If you’re considering Actbest, think twice. You’re on your own the moment something goes wrong.
Response from ActbestbikeAug 22, 2025
Dear Customer, First of all, we would like to sincerely apologize for the unpleasant experience you have encountered during the after-sales process. We have always attached great importance to every customer's feedback and have been actively communicating with you to solve the problem, rather than ignoring your needs as you mentioned. Regarding the product issues you raised, we have responded to you in a timely manner. To accurately confirm the specific situation of the problems (such as the jammed chain, broken front wheel axle cap, and battery charging issue) and send you the correct replacement parts, we do need you to provide relevant photos. This is not to make things difficult for you, but to ensure that the solutions we provide are targeted and can truly solve your problems. Unfortunately, we have not received the required photos from you so far, which makes it impossible for us to further confirm the problem and promote the solution process. As for the return issue you are concerned about, please rest assured that our return policy has always been customer-oriented. Even if the return period has passed, as long as we confirm the product problems through the photos you provide, we will actively apply for a return for you. We have never had the idea of "stalling until the return window expires" as you suspected. We still hope to resolve this matter properly with you. We are committed to providing you with a satisfactory solution and will do our best to make up for the inconvenience caused to you. Thank you for your understanding and cooperation. Best regards, Actbest Customer Service Team