After persistently attempting to return my scooter for six months, I reluctantly abandoned the effort. Despite their assurances to generate airway bills and provide a replacement box, I was met with a continual runaround. I possess multiple emails documenting these futile exchanges. While they profess to address the issue, their actions contradict their promises, leaving me feeling deceived and frustrated. It's evident they prioritize retaining profits over customer satisfaction. My intention is to caution others considering a purchase from this company; the likelihood of successfully returning an item is exceedingly slim. While the scooter boasts lightweight portability, its single brake underscores the manufacturer's disregard for safety.
CW
Corey W.
Company seems too overwhelmed/busy
The scooter I received had some very minor cosmetic issues, and a more problematic functional issue: the brake disc was rubbing on something on each rotation. This made noise and created drag, and it's likely wearing something down on the scooter. I reached out to Taur support via their app within an hour of opening the box and let them know. That was on Tuesday, November 14th. I didn't hear anything from them by that Thursday, so I reached out via email to make sure they got the message. They had not and asked for a video showing the issue, then spent several weeks waiting for the engineering team to confirm the issue. On November 28th my 14-day trial period was up, but I was otherwise liking the scooter, so I let them know that if they weren't willing to fix the issue I wanted to return the scooter.
On December 1st the company reached back out, apologized for the delay and noted that they were a small team and busy for the holidays. They asked if I was comfortable carrying out a repair if they sent the part and I said I was, provided they had instructions and it didn't require specialized tools. I didn't hear back until Dec. 12th despite checking in with them multiple times, at which point they said replacing the scooter was going to be the quickest way to resolve the issue. They shared a FedEx tracking number.
That should have been the end of the ordeal, but the package was never given to FedEx. I have followed up three times since then to ask about an ETA and have not heard anything back from them. FedEx still shows the package has not been received as of today, January 3rd., more than 7 weeks since I received the original scooter, and more than 3 weeks since the tracking number was provided.
I have tried to be gracious and considerate of the fact that Taur is working on their v2 scooter and their team has likely taken some time off for the holidays, but I do feel they could have done a better job coordinating internally and communicating with me on what to expect. For the price the hardware is adequate, but I don't feel confident that they will be able to assist with more serious issues should any arise.
