Journey BikesReviews of journeybikes.com

Response from Journey BikesNov 2, 2020

Hi Linda, We post in several places on JourneyBikes.com explaining how the professional assembly credit works: • On the product page itself in the Professional Assembly Tab stating explicitly that the credit only applies to select eBikes, including a link to the Professional Assembly Credit page details so that the customer is aware of such • We also dedicate an entire website page explaining exactly how the professional assembly credit works so that customers can have a complete understanding that the credit only applies to select bikes and how to determine if your bike qualifies for professional assembly. • On select bikes that qualify for the professional assembly, we have included clear information for customers to select the Professional Assembly option (see attached). • On bikes that do not qualify for professional assembly, there is no option to select Professional Assembly to make sure it is not misleading. For the bike you purchased we do not post any information on the product pages that they are eligible for a professional assembly credit. We have no intentions of giving our shoppers the assumption that that eBike qualifies for professional assembly. We work with and offer several different eBike brands, and each brand, and sometimes even the specific bikes within a brand, come with different accessories, warranties and policies. We make sure to state these differences very clearly on each product page so that customers are aware of what comes with their specific bike they have selected. We do apologize if you did not read that information, we never have any intention of misleading.

Response from Journey BikesNov 2, 2020

Hi Susie, thank you for reaching out about your experience. We try to ensure our customers are aware of the warranty and returns process by clearly stating these policies on the product page and on the warranty and returns page. We were assisting you in getting your issue resolved, but when you refused to have the replacement part sent to you to resolve your issue, we were at that point unable to further assist you due to your refusal. We worked with the manufacturer, X-Treme, to ensure that they assisted you in getting your issue resolved, and had confirmed with the manufacturer that they had approved to send you an entire rear wheel assembly to resolve your issue of the damage to the motor cord that your bike received in transit. We always strive to assist our customers in the warranty process, but since you refused the replacement part and requested to return the bike, you did not give us the opportunity to resolve your issue.

Response from Journey BikesNov 2, 2020

Hi Bob, we do apologize for the issue that you experienced in receiving warranty support from Nakto. We are glad that they (Nakto) was eventually able to get you a replacement battery to resolve your issue.

Response from Journey BikesNov 2, 2020

Hi Claudia, thank you for your review. We do apologize for the delay, and apologize if you missed the notice that the specific bike you had bought was temporarily on backorder.

Response from Journey BikesNov 2, 2020

Hi John, thank you for sharing your experience. We are glad that we were able to work with the manufacturer to get a replacement battery shipped to you to resolve your issue. While uncommon, sometimes a battery becomes defective, but when this happens we do assist our customers in the warranty and replacement process.