E Bikesdirect Avis 462

I had a great experience with eBike Direct and couldn’t be happier with the service. I was served by Garf, who was extremely helpful from start to finish. He guided me through the Ride2Work voucher process, arranged a test ride for the bike I was interested in, and had everything sorted within just a few days.
The bike arrived fully assembled, which was a nice bonus. As the shop isn’t far from where I live, I chose to collect it, but delivery was also offered, which shows how accommodating they are.
Overall, I’m very happy with the service I received—professional, efficient, and friendly throughout. Highly recommended!

Ordered bike in November, arrived with buckled wheel

They wont give me the returns process and wont send a replacement wheel. They have been promising since 1st December even going to the trouble of creating labels so I get a tracking number then not sending it.

Doesnt make sense to me unless they have plans to close their doors! Taking everyone's money with them

It's a genuine provider, but very unreliable. Parts of my order was missing, and then I also had to get in touch about a faulty part in my bike. On each occasion customer service reps promised callbacks from technicians etc. but never following up or replying to emails. Literally everything I had to do required multiple chasers and reminders. All in all not recommended, unless the bike you want is significantly cheaper than elsewhere.

With a few teething issues now sorted, I can tell their team is great! Cyclescheme voucher processed last Thursday, and the bike was delivered yesterday. Excited to try it out tomorrow on my first ride! Thanks to Garf, Fiona, Archie and the rest of the team.

Initially, the wrong bike was delivered to me. With all companies, occasionally mistakes happen. However, the Customer Service staff were superb. Within 90 minutes of my first phone call to them, they had arranged a pick up of the wrong bike, and arranged a special overnight delivery of the correct bike. They really have been outstandingly good to deal with. First class.

I placed an order over a week ago based on their promise of "2-4 working days" delivery. It has now been 6 days, and my experience has been a nightmare.

Misleading Status: My order is marked as "Completed" on their website, yet I received no bike.

False Information: The courier (BJS) emailed me explicitly stating they could not deliver because they "have not received the stock from the retailer."

Terrible Service: When I contacted E-Bikes Direct support, they ignored the courier's message and lied to me, claiming a "delivery was attempted today." This is impossible. I took a day off work to be home, and the courier already confirmed they don't even have the item!

They are taking money for items they don't have in stock and then gaslighting customers when asked for updates. This was a gift for a person with a disability who has been eagerly waiting, and this situation is causing unnecessary stress.

Avoid this company if you want an honest transaction

Fast Response and professional staff

Absolutely outstanding service from start to finish. Very pleased with everything. Faultless.

Ordered the bike on Monday and was with me by Thursday. Would highly recommend these guys.

First class service and fast delivery. I had a small issue with the charger plug but a new one was posted out urgently and all sorted. Good communication and excellent after sale service. Highly recommended.

I spent over 4.5K on 2 new ebikes. After a few weeks I had a problem with the lever controlled saddle adjuster. I called on a Saturday morning for advice and was told a technician would call me back. Left it a couple of hours and called back to find out they had closed for the weekend. Had to go to a local bike shop who fixed it for £25. I emailed them to let them know about my experience and I received a rant back from someone saying that I had demanded assistance when I had not. He then went on to tell me that they also have a life! Unbelievable response when all I asked for was telephone assistance. They were all over me when I bought the bikes but the first time I had an issue not only did they let me down, they also proceeded to lecture me about there life outside of work!

On eventual arrival after waiting in all day (you have an 8 to 8 delivery slot with no tracking) unpacked the bike to find a large area of scratch to the paintwork, there is no way this happened during transit, but was packed like that . Phoned to report it. On trying to remove the battery before folding and lifting to put in car, couldn't shift it. My partner tried, but it was not moving and looked like slightly off set so not in properly. Phoned to return bike.which was actioned easily but another day hanging around for collection. It's now nearly a month and I still haven't had a refund despite phoning and chasing. No reply on customer services phone number today so have had to email. Not happy.

I purchased a Cube Reaction Hybrid Pro 625 from E-Bikes Direct on 13 May 2025.

After the bike arrived, I attached the pedals (as I’ve done with many bikes before) and went for a ride. I had only travelled about 800 metres when the left-hand pedal tore out of the aluminium pedal arm. Thinking the arm was the issue, I contacted E-Bikes Direct only to discover that they do not answer their phone, forcing me to email them and receive the standard ‘We’ll reply in 2 working days’ reply.

To cut a very long story short:
31+ emails and 6 weeks later, I received the wrong replacement part.

Losing the will to live and fearing another 6-week wait for a replacement part, I instructed my local bike shop, who would have fitted the new pedal arm anyway, to fit a new set of arms at my own expense.

E-Bikes Direct seemed to take exception to this and wrote me a lengthy email pointing out that they would only pay half the cost (despite the fact I never asked for any money). They went on to tell me that the pedal arm issue wasn’t covered under warranty before finally finishing the email by accusing me of causing the damage myself, by wrongly fitting the pedals.

As it was, on my next bike ride, the left pedal once again tore away from the new pedal arm. Returning to my local bike shop, they discovered that the left pedal was completely seized, and the right pedal was very stiff. While I had to buy new pedals, my local bike shop thankfully replaced the pedal arms free of charge. Finally, after nearly 8 weeks of owning my £2189 Cube Reaction Hybrid Pro 625, I was able to take it out with no issues.

The only thing I ever wanted from E-Bikes Direct was to have a working version of the Cube ebike I paid a lot of money for. Unfortunately, what I got was a company that just wants to move inventory and has no interest whatsoever in customer service, however, should a customer persist with their complaint as I did, it is my experience that E-Bikes Direct are more than happy to make false accusations against that customer rather than resolve their concerns.

The Cube Reaction Hybrid Pro 625 I purchased came with faulty pedals, a bent battery cover and broken battery cover button as well as some scratch marks on the paint, and yet at no point did I ask E-Bikes Direct for anything other than replacement parts, that I was then happy to have fitted by my local ebike specialist, at my own expense. At the end of the day, I just wanted to ride my new bike.

Due to the terrible customer service and outrageous and false accusations of incompetence made against me, I would recommend you avoid this company at all costs and instead spend a little more money purchasing your next bike from a supplier more focused on supporting customers rather than blaming them.

Having spent several months in hospital I needed a e-bike to help me to get mobile again. I found a great range on the website with all the technical information I needed. A few extra pictures on the site from different angles etc. would have been nice but that's a minor thing.

After ordering I contacted customer services via email for an estimated delivery time and was pleased to receive a response promptly.

I had a minor issue with the courier as I live in the Highlands of Scotland, however this only delayed my delivery by 2 days. All in it was 6 days from order to delivery which I found more than reasonable for a complex build.

My Wisper 705 Full Throttle arrived well protected in strong packaging. Assembly involved straightening the handle bars, attaching the pedals and adjusting the seat height. This took me approximately 5 minutes then it was ready to go.

I went for a 10 mile test ride using throttle only and even on a hill (approx. 25% gradient) I had consistent smooth power and a comfortable ride. The bike feels solid and well made so you don't feel vulnerable going fast downhill and the brakes are responsive and well balanced. The suspension easily coped with the million potholes are are sometimes just unavoidable.

I would highly recommend this bike and retailer. Professional, friendly and helpful (special thanks to Garf from Customer Service). They communicate really well with customers and the bike is really well built. I wouldn't hesitate to buy from E-Bikesdirect in the future.

Bought a basis beacon ebike. The customer service was excellent even though the issue was my fault

The bike is basic but fun. Would definitely by from

Big shout out to Jack for taking the time to listen and understand the issues re the forks on my new Cube E-bike before he promptly sorted everything out while I waited. Fingers crossed the re-flash on the Purion/battery set-up resolves the conflicting battery usage readings. Even if not, I feel 100% confident that Jack and the team will get to the bottom of everything and sort it ASAP. Thanks again.

I’ve bought two bikes and cycle helmets from this company. All excellent quality and built up before they arrived. Free super speedy delivery too. I’m impressed with Archie, customer services communication and kept in touch throughout the process. Putting pedals on the bikes and fitting the handlebars was a quick and easy task.The price is far cheaper than any place I’ve purchased bikes from, they are excellent quality and the kids love them. Thank you Archie for keeping me informed every step of the way👍

At the age of 63, I took the plunge and joined C2W scheme. Having looked around at all options I opted to purchase through E Bikesdirect. Eventually get to speak with a passionate and involved staff member - great and honest advice to help choose what works best. The first bike sent had an issue - the packaging had signs of damage but looked all good when I accepted it. Upon reporting the issue E Bikesdirect immediately sent out a replacement motorised wheel for next day delivery. Sadly this did not resolve the issue but then within 3 days they then did a full bike swap - built and tested that morning and driven up by member of the sales/customer service team. One very happy and appreciative customer - anything can go wrong on an initial delivery - more telling is how well the the supplier responds. Five stars and thoroughly recommend.

Tired to order a bike over the weekend and the payment said declined 3 times however when I checked the bank the payment had actually been taken three times which was very alarming given the amount of money. I contacted customer service who replied promptly on a Sunday which I didn’t expect, they were very apologetic and looked into the problem immediately. So while I can’t give a review of an actual purchase, I can say that the customer service was top notch. One star knocked off for the inconvenience but the problem couldn’t have been dealt with better.

Very quick response on email and calls answered quickly.
Expert knowledge regarding best size of bike frame and speedy prep for despatch.

We had a fabulous service from the very start...from ordering to delivery through to follow up queries with tge companies aftercare service.Great service,communications and you deal with real people not robots...I couldn't recommend them enough !! 5*