NANROBOTReviews of nanrobot.com

Response from NANROBOTSep 10, 2026

Hi there, We are truly sorry to hear about your frustrating shipping experience. We see your order was placed on August 15 and only arrived on September 10, and we completely understand your disappointment over this long‑than‑expected delivery window. Delays like this are not the standard we aim for. While some transit factors are outside our direct control, we take full note of your feedback to work with our logistics partners to improve future shipping performance. Please feel free to reach out to our support email with your order number, so we can assist you accordingly. Best regards, Nanrobot Team

Response from NANROBOTSep 10, 2026

Hi there, We are truly sorry for the frustration caused by not receiving your seat together with your scooter. We completely understand why you would be upset when your accessory arrives separately. Please note that seats ship as a separate package, and this information is clearly stated on our product page on our official website. At times, separate parcels may arrive on different dates due to carrier sorting. Our support emailed you already, and your seat will be delivered within the next few days. Best regards, Nanrobot Support Team

Response from NANROBOTAug 17, 2026

Thank you for sharing your honest feedback. We're sorry that your previous experiences with NANROBOT did not meet your expectations. We reviewed your history carefully, and we want to be transparent about each situation. Regarding your first two LS7+ scooters, the issues you mentioned did occur, and we understand your frustration. We sincerely apologize for the inconvenience these issues caused. We take this kind of feedback seriously and will continue strengthening our quality control and inspection processes to improve product consistency and reliability. However, we would also like to clarify the situation with your most recent LS7+ order. After checking the order details, the scooter was shipped with the on-road tires that were selected in your order. The off-road tires were not the tires specified in the purchase, so this was not a case of NANROBOT sending the wrong tires. We completely understand why, based on your previous experiences, you may have concerns about our after-sales service. At the same time, we hope our customers can also understand that we need to rely on the actual order information when reviewing an issue. We truly appreciate your continued support as a customer who has purchased three LS7+ scooters from NANROBOT. We're sorry that your overall experience has fallen short of what you expected, and we will continue working to improve both our products and our after-sales service.

Response from NANROBOTJul 24, 2026

Thank you for sharing your feedback. We genuinely value every customer's experience and would like to provide some additional context regarding your review. Regarding the brake pads, we carefully reviewed our order and shipping records and confirmed that the brake pads dispatched matched the product that was purchased and were delivered within the expected timeframe. We also noticed that the photo included in the review does not appear to match the official brake pads supplied by our store, which is why our records do not support the conclusion that an incorrect item was sent. Regarding the suspension order, we fully acknowledge that we were unable to meet our original estimated processing time of 10 days. Unfortunately, the processing ultimately required approximately 15 days. Since we were unable to fulfill our commitment within the promised timeframe, we chose to cancel the order and issue a full refund on the 10th day rather than continue asking you to wait. We sincerely apologize for this inconvenience, and this is an area where we know we can do better. With respect to communication, our records show that we remained in contact throughout the process. While replies may occasionally be delayed outside of business hours or during weekends, we responded to your emails during business days, typically within 24 hours. We certainly regret if our response times did not meet your expectations, but we do not believe there was any period during which you were unable to reach us. We always welcome constructive feedback and are committed to taking responsibility whenever we fall short, as we did with the processing delay. At the same time, we also believe it is important that the details shared publicly accurately reflect what occurred. We appreciate your feedback and will continue working to improve both our service and our customers' experience.

Response from NANROBOTApr 23, 2026

Thank you for bringing this extremely serious fraudulent activity to our attention, and we are absolutely horrified and deeply sorry to hear about the terrifying experience you have endured. We unreservedly condemn this despicable fraudulent behavior, and we take this matter with the utmost urgency and severity. First and foremost, we want to state with absolute clarity: the individuals carrying out these scams are in no way, shape, or form internal employees, authorized representatives, or affiliated personnel of NanRobot. These are malicious external fraudsters illegally impersonating our brand and team members to carry out criminal activities, and we are taking active, ongoing steps to address this illegal misuse of our brand name. To protect all our customers from falling victim to these scams, we are reiterating our official, non-negotiable policies and contact rules with absolute clarity: Our only official and verified customer support channel is the email address [email protected]. Do not trust, engage with, or share any personal information with any individual who contacts you through any other channel (including FaceTime calls, unsolicited phone calls, fake social media accounts, or direct messages) — even if they claim to be a Nanrobot employee. Nanrobot has a strict zero-tolerance policy for the predatory behavior described in your review. We strictly prohibit all of our staff from ever: Initiating FaceTime calls, unsolicited phone calls, or any form of private communication to ask you to access your bank account, share your screen, or disclose any banking details Impersonating a bank or financial institution to contact you and demand your bank account username, password, or other sensitive login credentials Contacting you via private channels to offer discount codes, process refunds, or provide other incentives in exchange for your personal or financial information We will never, under any circumstances, ask you to share sensitive personal, financial, or login details through any channel other than our verified official support email. We strongly recommend that you immediately contact your bank to secure your account and report this fraudulent activity, as well as file a report with your local law enforcement agency to protect your personal and financial safety. If you have any further details about this scam or need any assistance from our team, please contact us exclusively through our official support email [email protected]. We are ready to assist you in any way we can, and we are committed to doing everything in our power to combat these fraudulent activities targeting our customers. Best regards, GuLee Nanrobot Customer Support Team

Response from NANROBOTApr 1, 2026

Thank you for taking the time to share your detailed feedback, and we sincerely apologize for the immense frustration, inconvenience, and uncertainty this entire order experience has caused you. First and foremost, we want to formally correct the critical misinformation you received: your ordered shock absorber was never out of stock. The false notification of a stock shortage and an additional 25-day wait was entirely caused by a mistake from our newly onboarded customer service staff, who was not fully trained on the order and logistics query system for our European site, leading to this serious and unnecessary misunderstanding. We have immediately addressed this gap in our team training to prevent similar issues from recurring, and we unreservedly apologize for the significant stress this false information caused you. We have fully verified every detail of your order, which was placed on March 7th for the brand-specific shock absorber, with a total charge of 75€ . Your order was shipped from our factory on March 13th, immediately after we processed your payment. Once the goods are handed over to the freight forwarder, the subsequent international transit, customs clearance procedures, and final delivery coordination with local carriers fall outside of our direct control. Our stated delivery window for this European route is 10-20 days, and minor, occasional delays can occur due to unforeseen factors such as customs inspections or international logistics adjustments. At this time, your shock absorber is fully within the normal delivery timeframe, and the shipment is progressing as scheduled through the standard delivery process. We also deeply apologize for the unprofessional support you received when you first reached out to us on March 29th. It is completely unacceptable that our team failed to locate your order and your valid, active tracking number, and we are retraining our entire frontline support team on European order management to fix this systemic gap. We hear and understand your frustration regarding our shipping fees, and we are actively reviewing our European shipping pricing structure with your feedback in mind. As the Trustpilot platform does not allow us to share or request your personal order details via public replies to protect your privacy, please contact our dedicated senior support team directly at [email protected] at your earliest convenience. Our team is standing by to prioritize your case, provide you with real-time, detailed tracking updates for your shipment, and address any further questions or concerns you may have immediately. We truly appreciate you bringing these critical issues to our attention, as this is essential for us to improve our processes and service for all our customers. We are fully committed to making this right for you, and we await your message to resolve this without further delay. Best regards, GuLee Nanrobot Customer Support Team