PUCKIPUPPY BIKES Reviews | Read Customer Reviews of puckipuppy.com

PUCKIPUPPY BIKES Reviews | Read Customer Reviews of puckipuppy.com

PUCKIPUPPY BIKES reviews

Showing 34 reviews with 1 star · Clear filters

Shahram A.
Mar 1, 2025
Be aware of this company
Purchased a boxer ebike from this company & 3 minutes into it noticed front shocks are not working & power shuts off.called the customer service & since I just got the bike asked for return & refund.they were very apologetic & assured me to fix the problem & totally ignored my request .they sent me the front shocks & after putting in a few hours I finally installed it.compared the new forks with the old one and it was about 2" longer and they said just cut the extra.still the power issue was there and I called them numerous times & they are very good at apologizing but not taking care of the problem.going back & fort with them & tons of emails, they finally emailed me saying that they won't take responsibility for the power issue & my time to return the product has been exceeded !!! On their warranty policy it clearly states that their electric components are guaranteed for 2 years .that shows me they don't back up their products and do anything they can to not take it back and making their customers go around circles.i have also filled a complaint with BBB since they are a member.hopefully they learn how to have customer service not only pretending one.Not recommending them at all.
Response from PUCKIPUPPY BIKESMar 3, 2025
Dear Shahram, Thank you for sharing your feedback, and we are sincerely sorry to hear about your frustrating experience. We truly value every customer’s opinion, and we deeply regret that we were unable to meet your expectations during your interactions with our team. We want to clarify a few points regarding your situation: Front Shocks Issue: When you first reached out, our team recognized the issue with the front shocks and worked to resolve it by sending you a replacement. We understand that this took time, and we apologize for any inconvenience caused by the delay.According to the records of our after-sales team, this problem of yours has been solved. Power Issue: As we explained in previous communications, your e-bike does not have any inherent product quality issues.Our e-bikes are designed to enter protection mode when overloaded to avoid damaging the motor and battery. This feature is part of the bike’s design to ensure the longevity of its components. Return and Warranty: We value every customer's experience. According to our after-sales team's records, in November, our team explained the power problem to you and offered you a $200 refund as compensation for the inconvenience caused by your front shocks failure and the fact that our products' power did not meet your needs. Our records show that you accepted this explanation and agreed to keep the order. We understand that you were hoping for a return and refund. As outlined in our warranty policy, we do offer a two-year guarantee for electric components. If there is a quality problem with the product, we will definitely not shirk any responsibility.Our policy also has specific terms regarding returns, and unfortunately, your request exceeded the time frame for returns due to personal reasons. We understand that this situation is far from ideal, and we apologize for any confusion that may have arisen regarding the warranty and return process. We strive to offer the best possible service to our customers, and we genuinely regret that your experience was not a positive one. We are always looking to improve and will take your feedback into account as we continue to refine our processes. If there are any remaining issues or if you need further assistance, we are still more than willing to work with you to find a solution. Please feel free to reach out directly to us, and we will do everything we can to resolve the matter. Best regards, Puckipuppy
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Marianna J.
Jan 18, 2025
PUCKIPUUPY DIFFICULT CUSTOMER SERVICE" I would very much like to reach out…
" I would very much like to reach out to my husband's brain-injured and handicapped support groups, as well the US SERVICE DOGS , to eloquently describe my experience in dealing with a harsh and difficult customer service group of PUCKPUPPY, bordering on the unethical treatment of those who cannot deal for themselves, have no voice , and cannot find appropriate carry space for their service animals. To the handicapped and the brain injured, I would firmly say that my husband was severely disappointed, as well, to unwrap a PUCKIPUPPY TRIKE with a torn or slit seat. But having dealt first with one issue with such a unempathetic and tremendously uncaring customer service team at PUCKIPUPPY, I chose to let all of Trustpilot readers be warned of dealing with PUCKIPUPPY in any capacity. If one is difficult in sending an inferior product or accepting a return for a US SERVIC DOG TO ONE WHO IS NOT COGNITIVE TO HELP THEMSELVES, others should be forewarned in doing business with PUCKIPUPPY under any circumstance. They have so many hoops to jump through that you know that they are never going to make it right. It was a different email every day for a simple return and their slit seat. It is a shame to the handicapped community and the Special Olympics. All such groups should stay clear of a sham "customer service: which is usually so simple when you spend 1300.
Response from PUCKIPUPPY BIKESJan 18, 2025
Dear Marianna, We are truly sorry to hear about the difficulties you’ve experienced and deeply regret that we fell short of your expectations. Please know that your feedback is taken very seriously, and we are committed to addressing your concerns fully and fairly. Firstly, we want to sincerely apologize for the damaged seat on your trike. This is not the experience we want for any of our customers, let alone those who depend on our products for essential needs. While our intention in requesting your order details was to expedite a replacement under our warranty policy, we acknowledge that our communication may not have been clear, leading to unnecessary frustration. For that, we are genuinely sorry. Secondly, we understand how the involvement of orders from different platforms added to the confusion and caused delays in resolving your concerns. This is a shortcoming on our part, and we recognize the impact it had on your experience. We are already taking steps to streamline our processes and improve coordination across platforms to prevent similar situations in the future. To address your specific concerns: We are ready to provide a replacement seat immediately upon receiving your order number or the shipping address used for your purchase. For the front basket return, although our policy typically requires return shipping costs to be covered by the customer, we have decided to waive these fees in recognition of the inconvenience this has caused you. We understand how important it is to feel supported, especially for customers with unique needs. Your feedback has highlighted areas where we must do better, and we are committed to using this as a learning opportunity to improve how we serve all our customers, including those in the handicapped and special-needs communities. Once again, we deeply regret the challenges you faced. If you would like to discuss this further or if there is anything else we can do to assist you, please don’t hesitate to reach out to us directly. We are here to help. Thank you for giving us the chance to address this, and we hope to earn back your trust. Sincerely, Puckipuppy
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Gina
Jan 13, 2025
Filtered customer reviews and horrible customer service
The customer reviews on Puckipuppy's site are all positive, but if you go to Trust pilot's site ALL of the customer's reviews are there including the important negative ones. How can this company filter out the negative reviews and only post the positive ones? That's extremely deceiving and in my opinion fraudulent since customers use these reviews when deciding to purchase. I would never purchase from this company again. I purchased a Beagle Puckipuppy and deeply regret it. I purchased this bike based on the size chart but the bike is too large for me, so I contacted customer service to exchange it for a smaller model bike and they refused stating I have to pay $300 to return it to them! That's ridiculous. I know that is their return policy, it's just an awful customer friendly return policy. I could maybe understand if I just wanted to return it, but I want to exchange it for a smaller model since this one is way too large. I will have to pay $300 to return it to them, but I will not make another purchase with them and possibly lose another $300. I would advise anyone who is considering this company to stay away unless you're 1,000% sure you will keep it sight unseen, they have horrible customer service policies!
Response from PUCKIPUPPY BIKESJan 14, 2025
Dear Gina, Thank you for sharing your feedback. We truly regret that your experience with us did not meet your expectations, and we appreciate the opportunity to address your concerns. Transparency and customer satisfaction are priorities. Our product descriptions include detailed size charts, which specify the dimensions and adjustable height ranges for all our electric bikes, including the Beagle model. These details are provided to help customers make informed decisions before purchasing. In your case, the reason for the return is related to sizing preferences rather than a product defect. As outlined in our return policy, customers are responsible for return shipping costs in such situations. The $300 fee represents the round-trip shipping costs charged by the logistics company, and we want to clarify that Puckipuppy does not profit from this charge. We understand how disappointing this can be, and while our policy is in place to maintain consistency, we are committed to learning from feedback like yours to improve our policies and processes. If there is anything further we can do to assist you or if you'd like to discuss this matter in more detail, please don’t hesitate to reach out to our customer service team . We value your input and hope to regain your trust in the future. Best regards, Puckipuppy
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Rick H.
Dec 23, 2024
Dont Buy
Dont Buy! There is no customer service if you want to return your bike or cancel your order. They have another company that runs their “contact line”. You call nobody answers. You leave a mesg. They eventually call you back. The chat feature button is fake. They email your options everytime at 1:30 am est or later which is weird. If you want to return your bike or cancel an order you will be out money. If you Cancel your order they charge you 5 percent of the cost of the bike for “processing”. If return the 5 percent plus 300! For shipping it back. Cheaply made bike and an even cheaper company. For the same price get an Aveton or trusted brand. Atleast one accredited by BBB. Puckipuppy is not.
Response from PUCKIPUPPY BIKESDec 24, 2024
Dear Rick, We truly regret that you had such a negative experience with us, and we sincerely apologize for the frustration this has caused. At Puckipuppy, we deeply value our customers' feedback as it helps us improve our service and policies. Our phone team's working hours are Mon-Fri 8 a.m.-5 p.m. PST, if you call during our working hours and don't get through to us, it may be because our phone team is on the phone with other customers, we will call you back for every missed call no matter whether you leave a voicemail or not. Due to lack of manpower, we do not have online chat function at the moment, but if you send an email to our after-sales email address, our after-sales team will reply to you within two working days. We always strive to provide prompt and helpful replies. Unfortunately, this time we did not meet your expectations. Our team is working hard to ensure better response times and we are always recruiting people to fill up our team for this purpose. The 5% processing fee you mentioned is clearly stated on our website and our Refund policy is also displayed on your checkout page, we understand that this may have been confusing for you and we apologize that we did not make this clear over the phone when you wished to cancel your order. We will continue to improve the training of our telephone team. As a compensation for your confusion, we will waive the processing fee for this cancellation, you can contact our after-sales team with this message to waive the processing fee. Our return policy is only for customers who are returning products for personal reasons, if the customer is requesting a return because of product quality issues we will not charge the customer any fees. We realize that your experience with us has not been ideal, and we are committed to addressing these issues and continually striving to improve customer satisfaction. We truly hope to restore your confidence in our company and encourage you to give us another chance in the future. Best regards, Puckipuppy
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Brandon H.
Dec 3, 2024
DO NOT BUY!!!
DO NOT BUY!!! Warning……… First ride I took it on the motor failed on the first hill I tried going up. Started off fine but as soon as you hit any type of incline just cut out. After trying several hills like this the motor just completely stopped working and than was making an awful clicking noise trying to engage. error signal where popping up on the display. Trying to pedal uphill with no motor I than noticed almost every gear was slipping and grinding when shifting. When going back down hill the breaks got so spongy I was having to squeeze as hard as I could for the bike to barely stop. Now the biggest hurdle of this whole thing is customer service they are running me in circles giving me every excuse in the world not to return this bike. I have never dealt with a customer support team like this before in my life. I will update this review and be making YouTube videos for viewers to be aware of this horrible product.
Response from PUCKIPUPPY BIKESDec 4, 2024
Dear Brandon, Thank you for sharing your feedback. We sincerely apologize for any inconvenience you’ve experienced with our product. Please know that we are actively investigating the issue, and while confirming the exact problem may take some time, we are committed to resolving it as quickly as possible. Customer satisfaction is our top priority, and if we determine that there is indeed a fault with the product, we will ensure that a satisfactory solution is provided. We truly value your trust and will continue to prioritize your experience with us. We appreciate your patience and understanding as we work towards a resolution. If you have any further concerns or questions in the meantime, please do not hesitate to reach out to our customer support team. Best regards, Puckipuppy
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kenneth R.
Nov 26, 2024
Horrible customer service …
Horrible customer service bike was broken on delivery and missing accessories that they are not willing to replace!!! Took longer than expected to get the parts to fix it would not recommend this company at all !!!!!!!!
Response from PUCKIPUPPY BIKESNov 27, 2024
Dear kenneth, We are truly sorry to hear about your negative experience, and we sincerely apologize for the inconvenience caused by the issues with your bike delivery and missing accessories. Providing excellent customer service is extremely important to us, and we deeply regret that we did not meet your expectations in this instance. We understand how frustrating this situation must have been, and we appreciate your feedback. Please know that we are actively working to improve our processes to prevent such issues from occurring in the future. If you have any further concerns or if there is anything we can do to assist you, we encourage you to contact us directly. We are committed to resolving any outstanding issues and ensuring that your experience with us is a positive one. Thank you for bringing this to our attention, and we hope to have the opportunity to restore your trust in our company. Kind regards, Puckipuppy
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Corey S.
Oct 20, 2024
So,not happy with these guys!!!
The customer service is a joke to deal with. I ordered one of the camouflage Labrador’s from them online. It was supposed to ship in 2 days. That’s what their website shows as advertised. I believe it’s still one of their promos that are still going on. You can check it out yourself. I never got my shipping date for it. So, I reached out to them about it. A this point the customer service rep Zero. This is the reps name, tells me it was a preorder bike. Mind you no where the page does it say this. Even if you click on the bike to order it. So, the bike won’t ship for a month. A month came and went and still no shipping date. I had to write to them again to get a ship date. I finally get a ship date 2 days later with the shipping info. I get the bike over a week later. I live on the east coast and they are on the west coast. I start to unwrap the bike and notice the whole right rear arm is all scratched up. I sent customer service pictures of the bike and box that it came in. The box was undamaged, so they were going to try to pin it on the shipper for the bike being damaged. I told them that they had sent it that way, because the styrofoam on the bike that it was wrapped in was not damaged that they sent it that way. The rep that I’ve been dealing with wanted to offer me electric pump for the inconvenience. He’s done this a couple times and each time I’ve turned it down. It’s not what I wanted and they haven’t offered anything else either. It’s too bad that this has happened, because the bikes seem to be decent. But, there service is terrible. If they can’t do any better than this for their customers, they probably should close their doors. This is unacceptable at any level.
Response from PUCKIPUPPY BIKESNov 8, 2024
Dear Corey, We take your comments very seriously and apologize for any inconvenience caused. We understand your dissatisfaction and would like to clarify and explain the problems you encountered during the purchase and after-sale process. First of all, we confirm that what you have purchased is indeed our pre-sale product. Regarding the delay in shipment, we apologize for not being able to clearly mark the pre-sale information on our website in time. Due to customs inspection of some goods overseas and other unforeseen reasons, the actual shipment was delayed from the original estimate. We have conducted an internal review of how this issue was handled and have made a decision to optimize it - going forward, we will stop conducting pre-orders to ensure that our customers have access to more accurate and timely shipping information. Regarding the damage issue you mentioned, we take it very seriously. We understand your disappointment with the compensation option of an electric pump, and according to my confirmation with our after-sales team we have reached an understanding with you and resolved all related issues. Customer satisfaction is always our top priority, and your feedback encourages us to pay more attention to the improvement of our service and product quality. We appreciate your recognition of our products and hope to have the opportunity to serve you again in the future. Again, we apologize for the inconvenience and thank you for your suggestions for improvement. We wish you all the best! Puckipuppy
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Ken
Sep 30, 2024
Good company strong bikes needs to work on batteries
They make Good bikes the frame Is absolutely strong. The motor is from a reputable company and electronics on board I think it’s a undervalued company Only thing I found was their batteries needed a little bit more work. I am expert when it comes to e-bikes Also, they do not wanna work with you if you do not purchase from them directly Or have an order number. This needs to stop because Someone like me that bought the bike aftermarket On Facebook, they were not willing to work with me on fixing an issue. So I had to Take the battery apart, which I found a faulty wire. I also found wires that were shrunk together, With Shrink wrap The battery was poor construction, and it is a hazard and they’re charging Over $300 for a new one.
Response from PUCKIPUPPY BIKESNov 8, 2024
Dear Ken, We are sorry that you met a bad experience. We must clarify that our official sales channels are only Amazon, our official website, and Temu. We do not sell any electric bikes on Facebook. You may have accidentally purchased a used product and encountered a problem. We are sorry that our repair policy only covers orders sold through these three official channels; however, we are willing to provide you with relevant paid assistance. If you still need to resolve the battery issue, please contact us. We are happy to offer you a discount to help you order a new battery. Sincerely, Puckipuppy
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