Amazing bike. Electric Assist is great. Works fantastic. Great deal at Upway. I have more than 120 miles on it in less than a month after owning it. It goes everywhere
Quality: 5
Value for money: 5
Sold by Upway
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This was, without question, the worst customer experience I’ve ever had. From the start, Upway failed to follow through on virtually every promise they made. The bike I received was not the model that was advertised, and what showed up didn’t match the inspection report at all. Upon unboxing, the issues were immediately obvious: the Kiox display was broken, cables were visibly worn, the dropper seat post was missing entirely, and the tires were so worn down in places that even the brand lettering had been rubbed off. The situation only got worse from there. Since bike would need assemble, I had bike shipped to a local REI for a professional evaluation—something Upway then refused to pay for, despite it being necessary to assess the condition of what they sent me. They also failed to provide a return shipping label as promised. At that point, I had serious concerns about whether I would ever get my money refunded, given their consistent failure to honor commitments. To protect myself, I disputed the charges with my credit card company. I informed Upway of this, and while they advised against it, I had already moved forward with the bank. They then asked me to recall the dispute, which felt like yet another hoop to jump through. Throughout the entire process, they refused to communicate with me by phone, making everything more difficult and impersonal. Ironically, they had no issue verifying my payment initially or negotiating a reduced bill directly with the bike shop for their services. By that point, I had lost all confidence in anything they said, so I paid the shop myself and did not expect to be reimbursed. Eventually, they followed up and said they would reimburse me $260 by check. A few days later, they changed their position again—saying they would only pay $200, and instead of a check, it would be through a link to their bank. I am not in the habit of clicking unknown payment links, and once again, they failed to honor what they had previously promised. This entire experience has been exhausting, misleading, and incredibly frustrating. Between the inaccurate product, lack of accountability, and constant backtracking, I would strongly caution anyone considering purchasing from Upway.