Vivi Electric BikeReviews of viviebike.com

Response from Vivi Electric BikeSep 18, 2025

Dear Customer: We sincerely apologize for the delay with your replacement parts. We registered your request in May, but unfortunately, the components for older ebike models are currently out of stock with extended procurement cycles. We have escalated this to our procurement department for expedited sourcing and will ship your parts as soon as they arrive. We truly appreciate your patience and will keep you updated on the progress. Thank you for your understanding.

Response from Vivi Electric BikeAug 12, 2025

Dear Customer: We deeply apologize for providing you with an unsatisfactory shopping and customer experience. Regarding the technical issues you encountered, we will conduct a thorough investigation to prevent similar problems from occurring in the future. As for our customer service, we are actively working to strengthen our customer support system, including expanding our service channels. We appreciate you bringing these issues to our attention. While we regret that we couldn't resolve your concerns before you decided to return the bicycle, your feedback will help us improve our products and services.

Response from Vivi Electric BikeAug 12, 2025

Dear Customer: Thank you for your feedback. We would like to clarify that our bike is made of high carbon steel, not carbon fiber. We have never advertised this model as being made of carbon fiber in our product descriptions. Besides, this is an adult electric bike designed for riders between 5'3" and 6'2" in height, not a children's bike. We understand your desire to return the bike. Please contact our customer service team at [email protected] for return assistance. Our team will help process your return request promptly. Please note that for returns, the bike must be unused and in its original packaging condition.

Response from Vivi Electric BikeAug 12, 2025

Dear Customer: We sincerely apologize for any inconvenience regarding your after-sales experience. If you have purchased incorrect parts and need to return them, please contact our customer service team via email ([email protected]) as soon as possible. Please provide your order number when contacting customer service. They will assist you promptly with your return request. Thank you for your understanding!

Response from Vivi Electric BikeJun 25, 2025

Latest update: Dear customer: Hello. We are sorry for the inconvenience caused to your shopping. We are deeply sorry that we failed to communicate with the operator in time due to the tariff collection as a US policy requirement. In order to resolve your concerns, we have actively communicated with the operator, and the taxes will be borne by the seller. We have paid the import duties and taxes for you. Your package will be delivered in time. Thank you for your support! Thank you! Original email: Dear Customer: We sincerely apologize for your frustrating experience and the unexpected additional charges. Let me explain the situation regarding the $45 fee you encountered: Some of our products are shipped from China to the US through certain shipping channels that don't include import duties. In these cases, customers may need to pay additional customs duties upon delivery. We understand this was unexpected and apologize for any lack of clarity in communicating this information. As a gesture of goodwill, we would like to offer you a $30 gift card that you can use toward future purchases. Our customer service team will be reaching out to you shortly via email ([email protected]) with the details of this offer. While we understand your frustration with email-based communication, this system allows us to maintain detailed records of all customer interactions and provide more thorough assistance. However, we are constantly working to improve our customer service experience. Thank you for your understanding!

Response from Vivi Electric BikeJun 5, 2025

Dear customer: Hello. We are deeply sorry for the bad shopping and after-sales experience you had. According to the feedback from the customer service department, they have contacted professionals to conduct a technical diagnosis for your electric bicycle and found that you may have installed the front wheel incorrectly. We have arranged for customer service to contact you via email ([email protected]) to send you the correct installation method and help you solve the problem as soon as possible. Please check your email in time. Thank you!

Response from Vivi Electric BikeMay 16, 2025

Dear Customer: We apologize for your unpleasant shopping experience. After verifying your order information, we confirm that we did not send you the wrong battery; rather, you ordered a battery that is not compatible with your e-bike. If you need to return the incorrect battery, you will need to cover the return shipping cost (as stated in the product details). Additionally, please carefully verify the compatibility when purchasing batteries for your e-bike. If you are unsure about battery compatibility, please contact our customer service via email ([email protected]) for consultation. Thank you for your understanding!

Response from Vivi Electric BikeApr 2, 2025

Dear customer: Hello. We are deeply sorry for the bad shopping and after-sales experience you have. If you need to replace the battery, please contact our customer service via email ([email protected]) and inform the customer service of your order number and your request. They will provide you with corresponding support after verifying the situation. Thank you!