E Bikesdirect Reviews 

Ordered 4 in one ride on car. Pink and purple. When it arrived it was pink and blue with part missing.
Company sent a replacement. Again pink and blue even though the outside picture on box was purple and pink and also parts missing.

Two years ago I decided to treat myself to an electric bike, a Basis Beacon which set me back over £1000. There were many cheaper options but I was convinced by e.bikes-direct I was buying a quality bike. I had concerns about owning an e-bike but my mind was put at rest as they told me the electronics basically take care of themselves and are never touched.
I enjoyed almost 2 years of cycling when various error codes started to appear and the bike stopped working.
I contacted ebikes direct who suggested I remove the controller. As I would have no idea what to look for I challenged them that such an expensive bike should have its electronics fail so quickly, and surely there must have been an inherent fault.
I was told they knew “full well” there was nothing wrong with the bike and suggested I take it to a local shop. I asked for recommendations and they told me they could not help.
I tried over 20 shops and every one told me the same. It is impossible to work on the bikes electronics as it is not possible to perform a diagnosis. A well known shop also told me if the motor has failed there is not a single shop in the UK equipped and able to replace or repair it.
I went back to ebikes direct. They told me I could return the bike to them, at my expense and they would try and repair it. They also said if I wanted them to pay I would have to prove there was something wrong with the bike, knowing it would be virtually impossible to get an independent report.
They also, bizarrely, asked me to provide the bike’s full service history! I sought clarification and was told they needed to see receipts and invoices for the bike as it needs a full service every 3 months. The handbook says something totally different. No servicing needed.
Eventually, after numerous email exchanges I decided to examine the control box as they asked and found a wire had been severed as it had “jumped” its plastic conduit and I sent them a photo pointing out this must have been an inherent problem, a fault when the bike was sold. They more or less suggested I had caused this and then produced a so-called report based on this single photo. Apparently they were able to deduce from this single photo that the bike had no issue when delivered over two years earlier, which is beyond belief.
I no longer have the time or inclination to deal with them anymore.
Please be aware if you purchase this bike, ongoing support is virtually non-existent and I found e-bikes direct to be arrogant, constantly changing their position, contradicting themselves and doing everything they could to avoid any liability whatsoever.
I purchased a £1000 disposable e-bike, I have learned my lesson and wanted to share this experience. If the electronics fail, you may as well chuck it away.

Ok so where do I start?
My husband bought an E-Bike.. it arrived, was tested and found the cassette was faulty!
Day3/4 we rang to make e-bikes aware we was having issues. they didn’t want the bike back but suggested we took the bike to a local bike specialist to have the fault diagnosed, which we did!
Turns out the cassettes are faulty on the particular brand bike we had bought (£2500 so not cheap may I add!)
Anyway, e-bikes told us they would arrange for a new cassette to be sent out, told us to book the bike in for repair and they would refund any labour costs to us once this has been carried out. (Great, or so we thought!)
Arran went on A/L, left the cassette parcelled with he’s colleague to post.. it never arrived!
We had to then chase and make contact again to see when this cassette would arrive. We was told they was going to look into this but never returned the call yet again.
So day after, we had to call again.. to find the cassette was never posted out and Arran would send this at he’s earliest convenience, which he did!

The bike was then taken into our local specialist, repair was sorted in no time.. and we paid the £30 labour charge!

E-bikes told us this repair wouldn’t void any warranty and they would refund this charge as soon as we sent proof of payment (which we did on 13th September 2024)

My husband has since chased this refund and again false promises that they will look into it and come back to us which they never do!!!

Ok, it’s only £30 they owe, but not once have they offered us any sort of compensation as an apology for the lack of customer service they have given us!
I mean, it’s cost us a lot in fuel and taxi’s to get the bike to the local specialist and back to diagnose, and then to repair as we didn’t want to ride the bike an cause more damage!

And im sat here, 13days after paying for repair .. awaiting my refund!

All correspondence is on email, the lack of care and support is sat in black and white and iv also seeked further advice from trading standards who have informed me they are in breach.

If this isn’t rectified as a matter of urgency then I will be taking this further!

Great to deal with bike as bought and described packed up well would recommend to anyone !!

I had a number of queries for them and they answered promptly and were very helpful. So I bought a bike from them and it came on time and pre-assembled. I just had to adjust the handle bars from the folded flat-pack position and attach the pedals. Tools for the job came with the bike. It was easy and the bike is great. I can highly recommend them.

Very happy excellent service and amazing product

Bought a bike last year found the sales team excellent, bike arrived all good, had an issue recently spoke to the warranty team and after discussing the issue new parts sent out and delivered in 48 hours, bike working great again, can’t fault these guys well done

In communications with a customer rep from this company I have consistently been lied to. First the individual said that delivery of my order had been attempted. Later he denied having said that. I have a recording of the conversation and he did say, very clearly and straightforwardly, "they have actually tried to deliver it today at 1:02". In a later email the same agent said " i didn't suggest that there had been a delivery attempt". Both statements were untrue.

A further email from the same person said "We've apologised, acted on your refund swiftly. The issue has been resolved". However this is also untrue. They have not made a refund - the issue has not been resolved. More lies.

I have initiated a refund via my bank. This should not be necessary but has been forced upon me by repeated untruths and false claims.

We bought two of E- Bikes Direct Osprey folding electric bikes back in the second half of 2022 which we are very pleased with, ideal for use with our caravan.

In late May 2024 we went on holiday to France for 6 weeks taking the bikes with us. They hadn't been used since last year, for a variety of reasons, and whilst I had checked the batteries I,in retrospect, foolishly hadn't also checked the bikes were actually working. On the first day we used them it became apparent the motor on my wife's bike wasn't functioning. Over the next few days by a process of elimination I was able to pinpoint the problem to her bikes ECU.

I contacted E-bikes Direct by email and later by phone and told them of the problem and my fault finding process and they agreed the ECU was the cause of the problem . I acknowledged the bike was technically out of warranty, asked if they could supply a replacement unit and have it delivered to our French camp site as we still had several weeks of holiday left. I told them I was happy to pay for all that.
I have to say was a tad disheartened by the response, at that time, which was a little non commitel, "as they hadn't done that before". I was asked to email the address, which I did, and told they would see what could be done and get back to me.

Four days later - with a weekend in the middle, having not yet had a reply we were both surprised and thrilled when one of the site staff brought us a package for me that had been delivered. In it was a replacement ECU, sent and delivered by AirMail, all free of charge by E-Bikes Direct.

I call that customer service going above and beyond and, since our return home, they have even supplied a pre-paid postage label for me to return the defective ECU to them. Just brilliant!!

I have no hesitation in recommending E-Bikes Direct we are very happy with our bikes and extremely happy with their customer service and support.

We recently purchased a mountain bike for our son's birthday, the delivery was quick and although we were happy with the overall quality of the bike, there was an issue with one of the parts (one peddle broke during first use). I got in touch with customer support (with pictures) and they organised for a replacement part within 24h, what's more they sent 2 new peddles of even better quality than the original, for the inconvenience. Great customer service, would have no issues recommending them.

I recently bought an Abus Huy-y helmet though the Amazon outlet. Really competitively price . Unfortunately there was a problem with the led light. On contacting the customer service. Very friendly staff dealt with the problem without fuss and a new light dispatched. This level of customer service will only enhance the company’s profile.. Thank you for your service. Gordon

Great customer service; they helped me with an issue I had about my folding bike - thank you Arrand!! Highly recommended.

A wholly seamless experience. Accurate, quick and great value

Falsely advertise products they don’t have. I have ordered a helmet for my daughters birthday received incorrect item, reported and reordered and yet again received the wrong item.

I ordered a BMX for my son and had some issues with the crank shaft bottom bracket coming loose. E-Bike Direct covered all costs in repairing the issue locally to ensure my son had his bike for his birthday!

There was no argument and the only concern was customer satisfaction!

100% Achived, thank you very much E-Bikes Direct.

Purchased bike as present Xmas 23 through a High St retailer then contacted E-Bikes directly for further advice/assistance. Bike Performance and Customer Service 10/10 - exceptional. Thanks

Just purchased two e-bikes. Good price, excellent product, excellent delivery and excellent service. Based on my experience would recommend to anyone

I bought my ebike from E Bikesdirect about 3 years ago. They were extremely helpful, and very patient when there were delays with setting up the Cycle to Work scheme arrangements with my employer.

After my bike suffered some damage recently, I contacted them for some advice. They were very helpful and assisted by contacting the manufacturer and ordering a replacement part. Customer service was excellent - they were knowledgeable, dealt with the situation quickly and the communication was clear and friendly.

Very helpful advice before purchasing a new e bike. Great back up when I needed a broken part replacing.
Matt responded quickly to my email and I got replacement part really quickly. I can recommend this company.

I was helping a friend (Marcin) to buy his first e-mtb. After a long search online we found e-bikesdirect to stock the dream rig. We bought the bike which then got lost by the courier, eventually found win a smashed box and some scratches on frame. Throughout the process Garf was very concerned and helping out. He also compensated for the minor damages. Then after just 5 months the bike's motor was a toast - Arran was contacted to arrange help, and hell he did! Not just that but also refunded the inspection/labour charge that I encountered in Bosch service centre!