I bought an e-bike from Matrabike few months ago.
I received it and I was really happy. Good bike.
Unfortunately just after receiving it, when I tried to charge the battery the first time it didn't work. It can happen, only bad luck, no complaints so far.
I contacted the Customer Service the first time, and they suggested me to let the battery completely discharge before charging it again. I doubted but so I did. And as expected it didn't work.
So I contacted again the Customer Service and this time they invited me to first go to the nearest store (?), and then to send them the battery and the charger, at my own expenses (EUR 7,25).
Before sending I measured the charger with a voltmeter and there was no output, so apparently that was the issue.
After some days they received the parcel they contacted me, stating the battery was not working and sent a new battery and charger, sending me first a payment link for the delivery (EUR 6,95, sum EUR 14,20).
I received a new battery and surprisingly the same charger, which without any surprise it didn't work.
So I complained with the Customer Service and they invited me to send them the charger (or going to the nearest store, again?), at my own expenses (EUR 6,95, sum EUR 21,05).
After some days they contacted me admitting the charger was not working, so they sent a new charger, at my own charge (EUR 6,95, sum EUR 28,01).
I received a new charger, and really disappointed it was not compatible at all with my battery.
Once again contacted the Customer Service and they invited me to send back the battery, this time I asked them to send a prepaid delivery. However I had to pay in advance with their promise for a reimbursement (EUR 6,95, sum EUR 35,05, how much a new charger?).
Unfortunately(luckily?) the parcel got lost. Well, Matrabike claimed they haven't received, while DHL insisted on the proper delivery.
I contacted back the Customer Service in order to confirm the parcel was effectively delivered or not, but no reply, no further communications except advertisements of course. Not even to help me out in solving the issue I was left without a battery charger. Their goal of selling a good online was achieved, nothing else matter (cit.).
Now I'm a relatively happy owner of a bike with some useless electronic components on top, just heavier than a normal bike.
Review by Armelio4 months ago
Loose parts , poor quality screws that will fail you . Squicky bike. Pay a bit more for something better. DIDN'T KNOW Never again.
Review by Jocelynn4 months ago
A bike that was to be delivered within the next day happened never to arrived.
And a DHL tracking that kept changing the delivery date.
I made a call to the customer service and I was told to call DHL which actually it was the vice-versa.
DHL tracking page says:
What should I do if my parcel is delayed or lost?
Contact the sender, which could be an online store's customer service department. They may ask DHL to investigate your case.
And this agent kept telling me I should rather call DHL and that I'm wasting his time. I demanded order cancellation and I was told it's not possible. Meanwhile, the delivery date had exceeded 5 days and still no sight of delivery.
The bike was needed for my boy school camping and since it was not delivered, I was forced to buy one from a physical shop. And they won't cancel the order nor deliver it.
Can you imagine this?
Review by Radney5 months ago
I bought a new electric bike. The panel just stopped working. It was in the evening, and the lights turned off too. I almost got hit by a car that was turning because of this.
It is simply UNSAFE
I brought it to a bike shop, and they said it will take 5 weeks to fix it. 5! they send bikes to Brabant to fix a panel.
I had a bike for a shorter period than changing a panel, this is unacceptable.
I asked if they can provide for a replacement bike as I bought the bike specifically to cycle long distance to work, they said:no.
I asked to speed up the process: nothing is done. Even when I call and ask to speed up, nothing is done.
so, now I spend 100e on transport while I probably should have used it to buy a bike with another company.
Horrible service and horrible quality, what a waste of money, and, of course, now I have no bike, no money, just promise that they will fix it eventually.
I would strongly recommend you not to use Matrabike services: yes, they do have cheap bikes, but their warranty service is horrible. There is no point to buy a bike that you cannot rely on. Same way it is smarter to buy a decent second hand bike and pay a good bike shop that fixes bikes fast: better quality, more reliable service and less stress.
Review by GeorgeG6 months ago
Bike and a separate lock ordered online, had it delivered at the shop. When I came to pick it up it was fully ready with the lock already mounted.
Very happy with the product and the service.
Review by Sharein11 months ago
I get great help, after a little disappoint, and everything will be (hopefully) delivered right on time.
When I had found a bicycle for my soon and order the bike, 2 minutes later a get an email with the a message that the delivery will be delayed. So I contact directly with customer care and they did a great job. After 2 days sending emails to each other, they have arrange that the bike will delivered on time (that's tomorrow). After all, we can make our child very happy on his birthday. Thank you all!!!
Review by MarshaLehr Tsaturyan11 months ago
fast and organized delivery, very good customer service response (I wanted to modify my order after I already made a purchase with no trouble), and the bike is great so far!
Review by JCPaltadena Zeniodis11 months ago
I went to the bike shop in Hoofdorp Bram assembled the bike and he was super helpful and friendly!
Review by KayakMike Emperor1 year ago
I have had such an amazing experience with Matrabike. Joep Ehren has been incredibly helpful from day one. Joep, has handled my difficulties professionally and should be commended for his professionalism.
Joep has returned all calls timeously and has gone beyond his call of duty.
You have an amazing team member, take care of him.
Review by Ambakisye1 year ago
It's been over a month now since I've purchased an e-bike from them and it's working perfectly as specified. The delivery of the bike was quick with it already assembled. Roel helped me in understanding a bit about e-bike since it was my first time purchasing one.
All in all they provide great services and products.
Review by SCr Keish1 year ago
Took my money. Sent me a bike with untuned gears. Could not tune gears in store so went back to head office. Now im wasting 5-10€ a day till they feel like giving it back. No loan bike offered rude on phone said to me how did i get around before...im sorry this company may sell good faulty cheap bikes but they know nothing of customer service. Still cant tell me exactly what was wrong with the gears.
Review by Bstnoviour Turies2 years ago
The product delivered immediately.
Review by Delainey2 years ago
One of the best sites to buy a bicycle online.Very organized with a big variety of bikes and very good prices.
They have professional policy and it's what i like about them.They do what they promise and the best of all they delivered it at my home.
I love my purchuase and i'm really happy!
I strongly suggest it to everyone.
Review by KPles2 years ago
Review by Lucius Kryszczak2 years ago
I love this bike, its great quality well built bike. i bought this with big discount, now i ride it every day.
Review by Betim2 years ago
Good service,good price ,nice bike,thank you!
Review by Giozzevo2 years ago
What I loved:
1- Great collection of bikes
2- Easy to navigate website
3- Very easy ordering process and quick chat help
4- very fast delivery
What can be better:
1. Suggestions on what else need to be added to the bike, for eg- paddles, accessories
2. English version of the website should be there
Review by Treheem Derrow2 years ago
Fantastic Cycle. As Showed, With all accessories. I loved the bike color, efficiency and durability. I am very happy that Cycle came pre fitted and with a basket whch was shown in the photos.
Review by Azrina Bocatios2 years ago
Satisfied with the product and service. Would recommend.
Review by Malkiyat2 years ago
I ordered a bike that was on sale. The next day Matrabike called me simply saying the offer I saw the day before was an mistake and he had to cancel the order. The way they handled this is a little rude in my opinion, because they just simply told me the cancellation of the order without apologizing for the mistake they made .
Update: Matrabike replied to my previous post as you can see below. First I want to be clear that I don't want to take any advantage on Mattabike. I just simply want to point out that after you disappointed your customers due to whatever reason the first step to win customers' trust back is to apologize for any inconvenience or confusion your customer may have and ensure him/her you will improve your service. Instead of being arrogant simply say we can't sell the bike at that price! Check the reply. did you find a word of apology?
Review by DebandDoyle2 years ago
Buying a bicycle on Matrabike was a breeze! The website is simple to use and the bikes have all the specifications you need to make an informed decision. As an expat it was great to find a site that is also in English and when I called with some questions they were very helpful and polite. The optional extras at discount prices are also a great benefit and saves you a lot of time. I will recommend this company to all my expat friends!
Review by JeaneWasserman Bremble2 years ago
I brought this bike from Matrabike, after searching for bikes in internet for long long time. I was hopeful that the bike is good but when it arrived it, I simply love it. It is excellent bike.
I love the service provided by Matrabike. It delivered on time, with pre-definition on time. What do you wish for more.
Review by Liebs2 years ago
Review by DkB2 years ago
Very good service,knowelgeable staff,good buying experience
Review by Ehsa Gusain2 years ago
The bike got to me within 24 hours after i ordered it. I just had to atach the front wheel and the fork,it was very easy.
The bike looks great and functions perfectly.I would recomend this to everyone.