Vansprint.co.uk Reviews 19

Paid in full for two mountain bikes, very little communication.

They even tried to sell my alternative mountain bikes. You cannot phone them, and are incredibly slow for getting in touch, if at all. Avoid.

Vansprint delivered the bike as promised. They replied to any queries I had via email and and gave me confidence in their replies to questions I had. There were delays but they communicated throughout so wasn't an issue.

Unfortunately, Vansprint has completely failed to provide any form of customer communication or post-purchase support. I would strongly advise against buying anything from them based on my personal experience.

I bought a Mach Chopper from them just over 12 months ago. It stops functioning safely, and I had it professionally diagnosed by a qualified bike engineer as a faulty lower torque sensor. Since then, I've sent 6 emails, submitted a dozen warranty claim requests, and phoned their shop in Germany three times. I have yet to receive a single email response from them to my emails, they have never followed through on anything they promised on the phone, and do not reply to my questions via their own warranty claims system.

I've now got a £3k bike that unsafe and completely unusable as a result of them ignoring me. Today they posted out a replacement part to me after two months of requests and beginning legal action against them. Unfortunately it's completely the wrong part - and they clearly have ignored all of my previous descriptions and explanations (it's also a significantly cheaper part!!)

I'm currently pursuing legal action against them from the UKICC consumer protection agency, as I have no other method of recourse that gets any response from them. I'll happily end the legal action if they'll send me the correct part and pay for all repairs.

Having read a few reviews here before making my purchase I chose to contact vansprint.co.uk via email to ask a few questions, and got no response.

I then emailed their vansprint.nl address and quickly got a reply. I asked the questions of them I had become aware of from other customer experiences here, shipping related concerns DDP v DDU etc. and received written responses to these from .NL. I also wanted to ask a few questions about the bike specs and recommended frame size etc. again I got a response from .NL.

I went ahead and purchased the bike from vansprint.co.uk simply because it wasn't listed as a stock item on the .NL site. I received confirmation of my order and invoice on 18/03, and that's where things have since ground to a halt.

I have emailed both co.uk and nl email addresses several times asking for an update on my order and shipping ETA's and received no responses from either. I have also used the sites online request form asking for the same. No response.

The bike is listed as shipping 1-2 days post purchase. Whilst I appreciate I opted for a full check of the bike being conducted at their end prior to shipping, which is estimated to add approx 3 days to the dispatch, I have had zero communication from them since paying in full for my bike. I have no idea if it's in stock or on order, if it's in the process of being checked, when it's likely to be shipped, or what is going on. I am searching for a contact telephone number to try this method of communication, but beyond that it looks like I will have to go to Paypal to resolve.

So disappointing - having had initially reasonably quick responses from NL I had some confidence in making a purchase, but unfortunately now it looks like my experience is not dissimilar from others here.

Their nl helpdesk did respond to one of my queries about getting nowhere with their UK email they told me their UK email isn't monitored as closely as they have so few customers from here, v's their NL branch - which is why I kept my communication here. Now I'm not hearing back from them either.

DO NOT USE VANSPRINT. They dispatched my order from Germany without the proper documentation. This meant I had to pay an extra £400 [which they still haven’t refunded] to clear customs in Kent. If I hadn’t done so, I would have been personally liable for ongoing storage costs at the Customs warehouse of £10 per day, until the situation was resolved. When the bike eventually was delivered, it wasn’t the one I ordered, and had the wrong instruction manual, meaning the digital controller is inoperative. There’s no number to call them on, and my multiple emails are being ignored. I’ve requested that they collect the bike and refund my money, but the “14 day returns” statement on their website is also being ignored. Not sure if they are crooks or just plain incompetent. Why a reputable company like Tenway uses Vansprint as a distributor is beyond me.

Another customer complaint about communication

Ordered the bike on the 17th Nov, paid in full for a bike listed to ship within 3-5 days

On the 21st emailed for an update, no response. Again on the 28th and threatened to chargeback, got response that there was delays in factory and bike was delayed until 16-18th Dec. Emailed in the 12th for an update, no response. Then again on the 16th-17th-18th19th and got no response.

Finally got an update that it would ship between 26th to 30th.

Emailed in the 2nd and finally the 4th Jan before giving up and requesting my bank do a chargeback.

They are still advertising the bike to be available withing 3-5 working days.

Do not use

--- update 3rd Feb 25

After instructing the bank to perform a chargeback, i was reached out to by the vansprint NL support team on Jan 17th. They informed me that they have no access to the English helpdesk software. They informed me that the bike had actually arrived on the 3rd of Jan but they hadnt shipped it. They said that they wouldnt ship the item until i cancelled the chargeback. I told them i wasnt cancelling the chargeback unless i got the bike or a refund. They finally agreed to ship me the bike, however they apparently are not aware of how international shipping works. They shipped me the goods DDP, but booked it under DDU, meaning that i would be liable for the UK VAT, Import VAT and any charges assocaated, that i had already paid at purchase. I pointed this out to them, and their shipping partner and had the booking changed to full DDP. However, again they attempted to charge me import duty and costs, which i am NOT liable for since it was supposed to be shipped DDP.

I am not sure what happened, however the courier released the item and it arrived today.

Again, do not use if you're based in the UK as they have no idea what they are doing, their GB support doesnt talk to their NL support and then they will attempt to charge you multiple fess that they should be liable for.

Still waiting for my invoice from HMRC ‘go-between company !!! So no delivery as yet 😰
Out of the hands of vansprint I suppose.
I assumed stock was already in uk with vansprint.co.uk ?!
I’ve been told I should receive invoice from ‘frictionless trade services’ between 10 and 11 this morning. It’s now almost 12:30 🤷🏻‍♂️

You should not be running a company!

You email and email and call after call no answer at all, what’s the point of running a store/company when you just don’t answer customers enquiries at all?!

Ordered and paid for an electric bike 2 and a half weeks ago and have not had any details on when it will be delivered. I have emailed three times and no response. I have tried calling multiple times and no response. I am now concerned this is fraud and will need to claim the money back.

I ordered and paid in full for a bike from Vansprint on 2/3/2024 and although received receipt for payment have no information on delivery.
I have attempted to contact Chris via the Vansprint Web page on 11/3/2024 but no response. I followed up with an email to them on 13/3/24 and again on 14/3/24 to get confirmation of despatch and expected delivery.
I am concerned as no response to a straight forward question.
A week on and still no response from Vansprint, so have now raised the issue with PayPal Resolution Centre who may be able to get a response from them regarding the order.

They have since made contact and I will hold on befroe making any further comment

Have had a confirmed order in since the 23rd Oct,paid for in full - mailed twice to ask for order status & as yet still no reply.

Having done a lot of research I needed a bike that would fold and take a heavier person. Not an easy task. I finally found Vansprint online who do Lovelec bikes. I sent a number of emails with queries and Chris went the extra mile trying to help me.
We could have had the bike delivered to the Uk but chose to pick it up from their shop in Darmstadt, Germany as part of our holiday. Sufien in the shop was very helpful, and got it all sorted, making sure I was comfortable and even helping repack the car to get it in. I would definitely use this company again.

Items were delivered to schedule and were of good quality. All emails were responded to promptly and positively. I would recommend Vansprint and I will use them again for future purchases.

I recently purchased the Benji e-bike and absolutely love it. The only problem was the handlebar was too high for me so Chris at Vansprint was very helpful in sorting out a lower bar for me. Now my bike is perfect, it's exactly what I was looking for. I wanted a folding bike with larger wheels with a powerful enough battery and motor to get me up the big hills here and it does the job easily, even with the bike fully loaded up. The battery still had full charge when I got home. Honestly, I can't fault it, especially at the price.

My cycle was ordered 6 months ago , however given the challenges posed by Brexit and Covid it has only just arrived. I cannot fault Chris at Van Sprint , he always answer my enquiries directly and quickly and kept me up to date with expected delivery dates etc . Very please with my Cycle

Recently purchased an Eco Bike SX300 for a commute to work. Buying a Polish bike from a Dutch company, delivered from Germany to the Peak District in the UK was always going to be a logistical challenge. However, Chris was attentive and reassuring throughout, answering queries by email on the same day and checking on progress.

The bike itself is outstanding. I have used it as a substitute mountain bike and although heavy it travels well across the edges and on trails. As a commuter bike it is exceptional. Today it took 65 minutes to do a hilly 33km commute to work; not much more than by car. I was interested that my peak heart rate was higher than a conventional bike; perhaps from constantly peddling, often on zero assist, and pushing up hills for maximum speed. A delight of a bike to go with our ever increasing stable. Thank you Chris and Vansprint and apologies for the delay in writing this review.

Great service from Chris - I was kept informed at every step of the process. I would highly recommend this company. My ebike was received in good time and was very well protected and packaged. Very pleased with my bike.

Paid over a month ago , getting the run around , ordered item was and still shows in stock and immediate delivery to the uk , paid £1700 and being told , it be a week , then 2 weeks then , I promise you will get bike, still nothing , furious that I paid upfront for it , stay clear , spoke with a guy called craig ,asked for them to call me , NOTHING 😡😡😡

After a bit of research I stumbled upon this website. They had the best prices for the type of e bike I was looking for.