Very poor after sales service Had an issue and following their advice which went completely wrong they ignored my numerous emails. Business Telephone numbers also do not work either. Seems they are... See more
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Ordered my first ever E-bike at the top of my small budget, had a couple of chips so was a bit disappointed on new bike day. Joel was amazing, explaining the policy and doing what he could to make sur... See more
Company replied
Ordering and delivery is expected excellent. Had two scooters now from Moose.com and bought in good condition but is as good as a new product. Only ever had 1 issue and was resolved after sending one... See more
Company replied
Bought a pure escooter from moose for my sons birthday, condition said fair but it really was in better condition than I thought. Everything works as it should and a slight issue with pin code was swi... See more
Company replied
Company details
Written by the company
Moose is the UK's largest E-Scooter and E-Bike Refurbished retailer providing trustworthy & cost-effective solutions to your transportation needs. Moose is an offical Approved Pure Electric reseller using genuine parts to refurbished all of their electric scooters. All their electric bikes and electric scooters have passed through a rigerous 97-point checking procedure and sold complete with a warranty to ensure they are ready to ride.
Contact info
Unit 3, Brassmill Lane Trading Estate, BA1 3HZ, Bath, United Kingdom
- help@moose.co
- moose.co
4.3
Excellent
2K reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
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Fantastic customer service!
I bought my first hybrid e-bike from Moose around 6 months ago. Through no fault of theirs, the electric system in the bike was showing a few errors and the Moose customer service team, particularly Bryony, was absolutely fantastic. Bryony was proactive, attentive and kind towards the whole situation, which ended up in exchanging for a new bike. I don't believe the process would've been as smooth (I'm 2 hours away from a Moose shop) if it wasn't for Bryony's stellar customer service.
July 15, 2024
Reply from Moose E-Bikes & E-Scooters
Thanks so much for the amazing feedback Elyza! It really means a lot.
So helpful had a problem with my…
So helpful had a problem with my headlight on the scooter and help me right away and working great thanks
July 22, 2024
Reply from Moose E-Bikes & E-Scooters
Cheers Amanda!
Reply from Moose E-Bikes & E-Scooters
Hey there,
Thank you for your feedback, and we're sorry to hear that you were not entirely satisfied with the customer service.
As we have discussed on the phone while resolving this for you, we apologise if we couldn't get back to you right away when you first raised the issue - our office closes at 4:30 pm.
As we discussed on the phone last week we woudl have been happy to fix the issue for you at our warehouse. However, as we followed up earlier today, it's great to hear that you're happy with the scooter and that you've decided to keep it.
I'm really pleased that we could sort this out for you this time and we hope we have turned this one star into five!
Thanks so much,
Moose
I ordered a new display for my e-bike
I ordered a new display for my e-bike . I made a mistake with my address and didn’t notice till it was paid for . I contacted customer support and they rectified it straight away it came the next day as promised never even heard of them before but thought I’d give them a go and I do not regret it can’t recommend them enough
July 22, 2024
Reply from Moose E-Bikes & E-Scooters
Hiya Jason,
Thanks so much for the fantastic feedback! We're so glad we could get this sorted for you.
Never received item for my sons…
Never received item for my sons birthday and hasn’t been replaced or refunded
July 19, 2024
Reply from Moose E-Bikes & E-Scooters
Hi Damen,
Thank you so much for sharing your feedback although we're sorry to hear about this.
As you know, our team is working really hard with the couriers to track down your parcel. I understand that it can be frustrating, but when an item is marked as delivered and signed for, we have to go through certain steps before we can refund or replace it, to prevent fraudulent claims.
We've sent a couple of messages following up on this, but unfortunately, we haven't heard back from you. We're really keen to get this sorted out for you. If you could please get back to us, we'd really appreciate it.
Thanks so much,
Moose
I received my e scooter assembled it…
I received my e scooter assembled it and 2 days later the left handle flips down and I’ve gone down a hill at 17mph, I told Moose this and they said I had to pay for the box to ship so they can repair but no compensation for their product seriously injuring me.
July 19, 2024
Reply from Moose E-Bikes & E-Scooters
Hi there,
Thank you for sharing your feedback with us. We're sorry to hear about your experience.
Our team reached out to you with a default message to arrange the return of your scooter so we could address the issue for you. It seems like there may have been a miscommunication, as we didn't receive a response regarding the box.
As we are now aware you didn't have the packaging, we have now sent you a box and we are committed to resolving this situation with you and aim to make the process as quick and smooth as possible.
Thanks so much,
Moose
The whole purchase experience from…
The whole purchase experience from moose.co is great, but I gave them 5 stars because it's not only the products they offer at an affordable rate price, but their customer service is top tier - - I really mean that.
The lady at Moose.co was so kind to reserve a very popular ebike as long as I paid a small fee. They really listen to their customers and offer specific - solutions
Thank you Bryony
July 18, 2024
Reply from Moose E-Bikes & E-Scooters
Hi there Wilfred! Thank you so much for taking the time to leave this review. We are so glad you have had a positive experience so far, and we can't wait to help you get your dream bike!
Was searching for something specific…
Was searching for something specific and Moose had in stock at a great price and delivered very quickly. Had a small query which was handled superbly. Well done Moose.
July 26, 2024
Unprompted review
Reply from Moose E-Bikes & E-Scooters
Hey, we're so glad that we could make your experience a positive one! Hopefully, we'll have the chance to see you again soon. Thanks so much!
Reply from Moose E-Bikes & E-Scooters
Thanks so much for the five stars Alan!
Was sceptical. Not now
Was sceptical. Not now. Absolutely love what arrived. Got the Pro + in "Good" level condition as that's all there was at the time.......and it looked like new. only 200+km on clock from new. Very happy. Came boxed and mint. Thanks moose
July 18, 2024
Reply from Moose E-Bikes & E-Scooters
Hey Louis, we're thrilled that we could make your experience a positive one! Hopefully, we'll have the chance to see you again soon. Cheers!
Very good came through very quick and…
Very good came through very quick and good update on email
July 19, 2024
Reply from Moose E-Bikes & E-Scooters
Awesome feedback! Cheers Scott
Very quick delivery
Very quick delivery, ordered a bike light late Wednesday and it was delivered Friday morning, great quick service and an excellent price.
July 18, 2024
Reply from Moose E-Bikes & E-Scooters
Thanks so much for the five stars Karen!
Reply from Moose E-Bikes & E-Scooters
Hi Larry,
Thank you for leaving a review although we're sorry to hear you are unsatisfied with the scooter.
We want to kindly point out that you purchased a scooter in 'fair' condition, which is our lowest and most affordable grade. When making a purchase, we clearly highlight the condition grades when you have to choose the grade you prefer. We describe 'fair' condition as "Pre-loved with moderate use and expected age-related marks."
It's possible that you may have missed the part where we mentioned that our scooters are refurbished. Everyone can overlook details at times. However, our scooters are priced nearly half of those in retail, and once again, you have the option to choose your preferred grade.
As for the manual, we don't supply these with the scooters as they are not new. These are readily available online instead.
Since we have not heard from you regarding these complaints, a member of our team has reached out to you to try and resolve it. If you are not satisfied with the scooter, we can set up a return for you instead which is no worries at all. In response to your review, we have reached out to you and hope to resolve the issue.
Thanks so much,
Moose.
Brilliant service and a great value…
Brilliant service and a great value deal. I can’t recommend these guys enough.
July 18, 2024
Reply from Moose E-Bikes & E-Scooters
Thanks so much for the excellent feedback Thomas, it was a pleasure!
Absolutely amazing shop
Absolutely amazing shop! Great prices, super speedy delivery but above all unbelievable customer service. So friendly, helpful and quick to respond to any questions.
Can't recommend buying from them enough!
July 22, 2024
Unprompted review
Reply from Moose E-Bikes & E-Scooters
Hi Michael, thank you for the positive feedback. We are so glad we could make your experience a great one.
Wasn’t 100 percent sure and didn’t…
Wasn’t 100 percent sure and didn’t think I’d see item but I can say it arrived and was exactly what I needed and will be sure to give moose a look before anywhere else
July 18, 2024
Reply from Moose E-Bikes & E-Scooters
Hey Andrew, we're thrilled that we could make your experience a positive one! Hopefully, we'll have the chance to see you again soon. Cheers!
Only one star because I can't give any less
Only one star because I can't give less. The brand new scooter I purchased was all scraped on the bottom, I couldn't even say it was second hand perhaps 3rd hand with the amount of damage.
July 10, 2024
Reply from Moose E-Bikes & E-Scooters
Hi Mark,
Thank you for leaving a review although we're sorry to hear you are unsatisfied with the scooter.
We want to kindly point out that you purchased a scooter in 'fair' condition, which is our lowest and most affordable grade. When making a purchase, we clearly highlight the condition grades when you have to choose the grade you prefer. We describe 'fair' condition as "Pre-loved with moderate use and expected age-related marks."
It's possible that you may have missed the part where we mentioned that our scooters are refurbished. Everyone can overlook details at times. However, our scooters are priced nearly half of those in retail, and once again, you have the option to choose your preferred grade.
If you are not satisfied with the scooter, we can set up a return for you instead which is no worries at all. In response to your review, we have reached out to you and hope to resolve the issue.
Thanks so much,
Moose.
Reply from Moose E-Bikes & E-Scooters
Thanks so much for the positive feedback, Ross. We're so glad you had a great experience with us here on Moose Marketplace..
Reply from Moose E-Bikes & E-Scooters
Awesome feedback, cheers Thomas!
Exactly what I was looking for
Exactly what I was looking for. Easily ordered & delivered very quickly - thanks
July 16, 2024
Reply from Moose E-Bikes & E-Scooters
Hi there, Thanks a lot for taking the time to write this review! 😊
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