Duncan S.
Terrible customer support
So the product I would rate 5..the overall experience I would rate as 0. ZERO!! Ordering was easy. Tuesday morning I got notification from UPS that my bike moved to Bracebridge..120km away and it would deliver Thursday. Wednesday it was still sitting in Bracebridge so I called UPS to find out what was going on and found out it would be delivered Thursday. I asked if I could go pick it up in Bracebridge and I was told no due to security reasons. I checked Wednesday afternoon on the Wildeway/UPS tracker and saw my shipment was refused??? We were home all day. I called UPS again and I was assured it would be delivered Thursday. Thursday I checked the tracking and it was marked "return to shipper"?? I wrote to Wildeway support (because the phone number provided does not work) and it can take them up to 24hrs to respond to emails.i called UPS again asking WTF was going on and told them I better get my bike or cancel the order. A courier service Canpar called my saying they had a delivery for me..apparently UPS subcontracted Canpar for the delivery that neither UPS customer service nor Wildeway were aware of. So made arrangements with Canpar dor my delivery to be dropped at an authorized drop point on Friday. Friday rolls around and Canpar called me again and said they have another delivery for me but it's to heavy for the drop location. I guess tbe original shipment was the baskets for the bike and the bike never got to the courier until Friday. I asked Canpar if I could go to their location in Bracebridge to pick up the bike and they said no problem. So my overall experience with UPS and Wildeway is not a positive one. I was lied to on several occasions by both. Total incompetence. Got the bike home. The owners manual is a joke and the instruction video they supply is not much better. Many steps, functions and features left out. Luckily I know bikes and was able to get it together. Very happy with the bike but very dissatisfied with customer service and shipping.