Trail Surge Avis 

Ordered my scooter from here as it was the cheapest using a voucher code. Emailed a couple of times with queries didn't get any response, company is happy to ask for feedback.
The courier they used had poor tracking so had to chase them up as well

Thankfully have not ordered from them as they are awful at even bothering to reply to sales enquiry I was looking to purchase an ebike and emailed them and also WhatsApp to enquire about the bike had no response thankfully I have brought it from elsewhere as if they can't even bother to reply to a sales enquiry what would they do if bike was faulty?

Simple, easy, product as described.

great service & after sales help. This comapny are exceptional. Sales & after sales are 100%
Thank you again. I have all ready recomended friends to use this supplier.

I purchased the bike from here which wasn’t working as described and when I tried to ask for the money back, they insisted on replacing the pieces and weren’t very respectful. After I told them I wanted to send the bike back and get a refund they kept saying requesting for evidence even tho I provided it before they accused me of SCAMMING them and said that the bike isn’t faulty won’t ever order from this place again Definitely not worth it

Thank you Trailsurge

I purchased a Samebike RS-A01 Pro electric bicycle from this company on eBay. After receiving the bicycle, it was clear the description on eBay didn't match the actual bicycle I received. Although I was happy with the bicycle I received, I felt it was necessary to discuss the discrepancy between the advertised bicycle and the bicycle I received.

I contacted the seller through eBay messaging, and after 3 days I received no response. I messaged them again asking why they had ignored me, and received an attitude filled response where they claimed they had in fact responded which was clearly a blatant lie!

After several more sarcastic and attitude filled responses, they offered me £40 for the discrepancy in the battery size (48v 17.5ah advertised, 36v 15ah received). My research has shown the price difference between the two batteries was closer to £100, so I suggested £70 as a compromise.

Once again, I was ignored. After two weeks I messaged them stating I would be filling a claim through the small claims track. They responded offering £50. I declined and have now filed a claim through the small claims track.

They could have avoided this by providing reasonable customer service and treating customers with respect.

If you planning on spending hundreds or even thousands of pounds on an electric bike, and if you expect sound after sales customer service, I would suggest avoiding this company!

Update - The sellers response to this review was speedy and comprehensive, unlike their customer service, which is ironic and shows that people like this only respond to pressure. Unfortunately their response does not reflect the truth, however I will get the opportunity to submit the relevant evidence to the courts which proves conclusively that fault lies with the seller. By the way, removing the listing from eBay doesn't remove the screen captures I have of the original listing, and fortunately for me, you can't delete the timeline of messages from eBay. Nice try though👍

Further update - Actual text of latest message from their customer service: "Mate your cockiness isn't going too help you. Enjoy going to court like a Larry for £20, we won't be there. Have a nice life Derek son." 🤣 How embarrassing 🤣

Further further update - Actual text from yet another message from Trail Surge UK: "The hilarious thing is that you used to own unlocks.co.uk and your reviews replies on Trustpilot just prove the type of Keyboard warrior you are. You really have made yourself look stupid now pal". Very professional 🤣

Final update - They have fraudulently issued a £50 refund when this offer was clearly declined. I have now reported this suspicious behaviour to eBay and requested that their eBay account be suspended pending the conclusion of a thorough investigation. I will also be contacting the appropriate authorities in their area to make a complaint against them for fraud. Well done 👍

Took a month to try return my bike unopened as it wasnt road legal didnt see the small print in disclaimer i accepted this and paid £190 for it to be returned it wss £100 then they changed it to £190 which i accepted as just needed the bike gone as wasnt road legal in description says great for getting to work on etc but in the uk it isnt road legal or path legal and would be destroyed by police as cant be used in the uk but i was told would get away with it by them as looks like a normal bike but i didnt want to risk this as its over £1129.55 so i didnt want to risk completely loosing the bike and money its not worth that risk.
They sent the wrong labels to try get returned cheaper but it was refused by courier for collection for returns. It took almost a month to finally get this returned.

I had opened a paypal case as it was taking so long but even when the bike was returned paypal said they can still refund me the amount and case would then close but they wanted to wait it out to take longer for case to be fully closed even though paypal said they can help them do this i just accepted it as would have just taken it further if they didnt at all as knew they had the bike back.

I had been trying to return it since 8th october it got returned almost a month later and then over midway in november to finally get a refund.

So i got refunded now minus the £190 for returns cost which i accepted.

Customer service wise very unhappy i opened a paypal case but they need to see it from customers point of view that if they dont answer calls and dont get very far with emails they are left with no option but to try and protect themselfs and get help from elsewhere.

I wouldnt buy from again

They do not answer the phone we called many times to try get help which would have resulted in alot less pointless emails being stuck in same situation for long time which is why the paypal case then got opened.

I personally wouldnt buy from again and make sure you read the small print their "disclaimer" which has since been changed to easier to understand and clearer to see" but if you live in the uk its pointless as they arent road legal so i wouldnt risk it as if the police see you on it it will only get taken away as you cannot use them on the paths or road only on your own land which is just pointless when states good to get to work on etc... but being a uk site i didnt look for small print and disclaimer on another page button to realise it wasnt road legal but thats my fault which is why i accepted the £190 returns didnt even open it as was never going to be used and risk it being taken away from police better to get as much of the refund back.

I do suggest working on your customer service and maybe just not having a customer service phone number as it never gets answered.

But im greatful you finally managed to sort the refund.

I have updated review as you wanted me to remove it but im updating it as its finally now sorted which is now a huge relief as it took a very long time and i know you wanted the review removed sooner but i waited until i was refunded because i needed to make sure this happened not the other way round as i had lost trust in this company. But thank you for sorting the refund now

Thank you

Since they have been emailing me offering £50 if i remove my review but i will only put up honest reviews i will not be paid and given something to hide a true experience i wish i had seen truthful reviews prior as i wouldnt have commited to buying simply due to poor customer service if things were to go wrong too so even if the bike had been road legal if anything had gone wrong they dont answer phone but also got quite nasty over me opening a paypal case too and asked us to stop calling when we tried to call to sort it all out instead of soooo many emails. My review is honest and true and you should not be trying to pay off customers to hide reviews its not how trust pilot works. So im happy with my honest truthful review of my experience and i wont be brought to remove my review other wise whats the point of having trust pilot on your website if your only wanting positive all the time and trying to hide negative. Negative isnt always a bad thing if you can work on it and improve the areas that need improving.

As expected seems ok

Perfect service

Delivery is quick and the prices are good.
Delivery people are very helpful and polite.
Will use again in future.

It took longer than five days to arrive, I ordered on a Wednesday and it did not arrive until 9 days later.

On the Friday after ordering XL Courier turned up to collect the trike, I said no you are delivering to me, he said no I collect from you. Messed up somewhere along the line.
Vipcoo customer support is absolutely useless. They have governed the trike to 15mph and I cannot change it for off road riding ie local race track. They would not help me, I also asked Vipcoo and Trail Surge if I could buy a front basket for it. Nothing came back. I should have bought a Jorvic as I believe their customer support is top notch

Trailsurge are a certified company with polite and friendly staff who are willing to go above and beyond for there customers in times of need. Thanks guys!

tried calling customer service number 3 days running left messages to call & also emailed but no reply to either extremely poor !!

Don't be fooled by the customer support photo just try ringing! Purchased the engwe 2.0 pro when put together took out for a test ride motor wasn't functioning properly so after sending videos and photos agreed to send back and get a replacement.. When the replacement arrived finally had exackly the same issue as the first one so took it to a electric bike shop for a second opinion in which they confirmed had a motor problem.. So sent back and eventually got a refund..very poor communication on watts app

Absolutely brilliant customer service..bike i ordered wasn't in stock contracted as soon as they got it in .delivery was only 2 days would highly recommend

A great company to buy from. The first bike I ordered was out of stock for which they apologised and did a total refund, they then offered me a discount on any other bike I ordered from them. I decided to buy another bike and they honoured the discount with no questions. The bike arrived in good time which was great. One or two teething problems with it but easily fixable. I would definitely buy from this company again.

I received exactly what I ordered. The delivery was fast and I was kept up to date via emails. Excellent service and i will definitely use Trail Surge again

Highly delighted with my ebike from Trail Surge ,it arrived when it was supposed to,also got a great price on it.
Very professional company, I hope they keep up the good work with any problems I hopefully dont get..

Great sevice. Fast shipping