Very Bad Communication. 5 Times overdue for shipping but never ever contacted me. I had to contact them.
Several days without response from Customer Support.
Bad Quality Control. I had several Screws not correctly aligned. The answer from customer support. Just screw them correctly yourself.
I am pretty sure if you buy a brand new car. you are also supposed to correct every screw on the car......
Saddlepost comes constantly loose, still no answer from customer support.
If the Bike doesn't have some connectivity issues with bluetooth and the saddlepost stays put. its actually nice to drive, but i am not sure, if it will last very long. after just 3 months of this kind of support i am not sure, if i can trust them to fix some real issues.
Review by Selphen1 month ago
First of all, the ordering/shipping process: Vanmoof took £5,000 from my credit card and said they'd ship my bike (S2) in 4-6 weeks, my wife's (X2) in about 2-3 months.
6 weeks in, no communication *at all*. When I tried to contact them, no response for days on end. Finally, 7.5 weeks after I ordered I received an email, stating that they don't have the charger ready, but will ship soon. Long story short, my bike was 2 weeks late with no apology or proactive comms. Wife's bike was just about within the 3 months window. For taking 5k upfront, that's horrible customer service.
Anyhow. Got the bikes, from a hardware perspective, great pieces of kit. Sturdy, nice looking, nice to ride - IF they work.
Oh my god. What a pain. 3 months into my journey with Vanmoof, the S2 has more bugs than features. A shortlist of examples happening to me (on latest firmware etc. of course):
* I receive "error 29" about 9 out of 10 times when I turn it on
* It randomly goes from mode 4 into mode 0, i.e. stops working while I'm riding it (no pattern, sometimes 10 min in, sometimes 1 hour into my ride) - which is super dangerous as you suddenly get a lot slower, especially up a hill with traffic behind/next to you - can be fixed by pulling over and setting mode back to higher than 0 via app, annoying but doable
* It randomly goes into power-saving mode, i.e. stops working completely, also while I'm riding it - can not be fixed on the road, as the only fix is to connect it to the charger for 1 sec. So I had multiple rides that I had to finish with a super heavy bike and only 2 gears, 9 miles through London each way. Believe me, this bike is not designed to be used without the motor!
* It randomly turns on while it's locked, which - by the time I'm coming back to ride home - leaves me with 0% battery. I'm now always travelling with the heavy charger, as I'm super worried something will happen again
* You can disable sounds etc. via the app, which only works for some sounds and not for others. Same with the auto-unlock etc. Turned it off but the bike still turns on when I come close. My wife stopped using the app entirely as it's useless, given that you can't change anything anyway - it's like Vanmoof never tested any of this!
* The reset button is useless - not a single time did it fix any of the issues above
Long story short: the software/firmware is an absolute nightmare. The most unreliable piece of tech I've seen in years.
To make matters worse, Vanmoof has non-existent customer service. Messaging them through multiple social media platforms and the support page will not produce a single response within the first 48-72 hours. Unbelievable for a bike with that kind of price tag.
Do yourself a favour and stay away. I had to learn it the hard way...
Review by Pogbaddy Chechen2 months ago
Ordered (and paid for) a bike. After three weeks still hasn’t shipped and Vanmoof won’t tell me when I can expect it to ship. Annoying AF.
Review by Ragvalki Höllwieser2 months ago
A couple things to frame in my review. I've had my Smart S for a year. The Smart S is the non-electric version. I am a VanMoof Plus customer which means I'm effectively leasing the bike. I live in Berlin and my experience has been with that store. I've put thousands of kilometers on the bike. I've done 300km in a weekend twice.
The bike, minus the 'Smart' stuff, is great. The frame is beautiful. The Shimano Alfine parts they use are fantastic. It's all great. The model of partnering with an insurance company and integrating security features is the future of biking in a city. If VanMoof doesn't succeed here, someone else will.
The Smart parts of the bicycle have gotten better over the past year. When I first got my Smart S. I had to abandon it twice and find a train or bus because it decided it had been stolen in the middle of a ride. This was with firmware 0.0.8 a fact that I'm going to loop back to later in this story. Over the past year, those problems have disappeared. However, every month the computer completely fails. Security system stops working. Lights stop working unless you hold down the bell button. When I've had to ride at night, I figured out I could tape a USB battery to the frame, plug the battery into the bicycle and that would keep the lights on as I ride.
When this first started happening, I would take the bike in, sometimes even get a loaner bike and it was fixed in hours or the next day. It's a nice ride to the VanMoof store. I wanted the product to succeed. Whatever; I let it go. Then they started wanting appointments that would be a day or two into the future. That was a bit irritating. Now it's two weeks so I just ride with a broken computer and my USB battery hack. But then I had a flat tire and now the shifter is broken.
I think this story is one example of a 100ish issues with these bikes.
My theory about the computer is, when the computer last worked it was running firmware 1.2.4 (or something like that). The app would then pop up a notification saying it was time to update to 0.0.8, the original firmware from a year ago. I would of course say no because I didn't want to go back to leaving my bike by the side of the road. However, I think after enough 'no's, it just updates it anyway and "upgrade" down to 0.0.8 bricks the computer.
The website, the app, the software which they in the stores to track repairs etc, is a not great. I think it's because VanMoof, as a business, is spending their money on capital and marketing and reducing the tech side to just putting out the biggest fires. As they've started selling more bikes, these (smaller?) problems are compounding and straining customer service and the ability to repair bikes. The folks in the stores are so busy just trying to get bikes in and out, they just don't have time to wonder why my bike is about to get its 5th (6th?) computer.
I wish my bike was more reliable than it is. It's frustrating because this bike, this service, addresses a real problem that the rest of the bicycle industry is ignoring. When someone does this successfully, cycling in cities will be fantastic. Unfortunately, some combination of too little investment from its investors, maybe leadership issues where the company made some mistakes trying to scale, maybe some bad luck. Anyway, I can't recommend the bike to people. You have to be a VanMoof super-fan to get past of all the day to day issues with the bicycle.
Review by FortLangleyArt Granger2 months ago
I started leasing a bicycle in Tokyo - where I live - after I was told that I could get a loan bike in Amsterdam whenever I would visit, or any of the other cities where Van Moof has an office. A very attractive deal, so I went for it.
Every year I stay in Amsterdam for about one month, to visit friends and family, and a bicycle is a must in A'dam. I was excited to get my Van Moof loan bike, as that is one of the advantages of the subscription model. But they never seem to have one available - I called their CS 5 times to check - which is not strange if you only have 12 loan bikes, and 20 repairs a day on average. Perhaps you should clearly state this on your website or get more loan bikes so you can meet your promise? If I would have known this, I would have never started to lease the bike.
To make matters worse CS promised to call me back, but they never did. All in all a bad experience, so wouldn't recommend this.
Review by Grampaw3 months ago
I love my Electrified S2 from VanMoof. It looks awesome and rides great! Keep on inventing such great Bikes VanMoof!
Review by Holographic Woll3 months ago
I've gotten mixed feelings about VanMoof. I quite enjoyed my bike for commuting for a few years, but it doesn't deliver on a few points. Notably the bluetooth connection with the phone has been poorly working for me, and I've had a few other small technical problems, for example the chain fitting oddly in the carter and being quite noisy.
Lately, I've had the fork snapping, which may have been a manufacturing defect. They are replacing it free of charge, but it's been taking them more than a month to repair.
It's harder than usual to get the bike serviced compared to more classic bikes as bike shops are usually not familiar. I'd definitely not recommend getting a VanMoof bike if you don't have one of their shops in town.
In the end I'm deciding to resell my bike and switch to a more traditional kind of bike which I'd be able to service anywhere.
Review by Syonja Bhojani3 months ago
This brand is just great!
Review by Kmevans3 months ago
I bought the bike without testing and it is far better than I expected. I just watched the online videos. The smart features of the bike were very exciting. I got convinced when I saw the unboxing video. These tutorials are very simple and awesome. When the bike arrived it was as explained on the videos: very easy to do the final assembly. I did a test ride and it was awesome. I use it every day to take my kids to school on a Thule Coaster. It is worth the cost of the bike.
Review by Shuss3 months ago
This is the future of urban travel.
Review by Leahna3 months ago
Great experience. Simple process. High quality. Easy to use. Good Design
Review by Zulema Rodriguez3 months ago
Great brand store in Amsterdam with awesome vibe and amazing crew! Bikes are of course well built and the design is flawless, get complaints from total strangers on a daily basis. Bike hunting service is of course the number one USP for someone using the bike on a daily basis!
Review by Xiangyun3 months ago
After payment it took 9 weeks before I got mu bike. There was no means to check the estimated delivery date.
Review by McGinn3 months ago
It's a good bike and it's great at what it does. Overall I'm very happy with the purchase and it has changed my lifestyle.
Only things I'll complain about: 1) I wish I could remove the battery so I don't have to lug a 45 pound bike upstairs to store it. 2) The app isn't always the best - it often doesn't recognize the bike or control it once it is connected.
Review by HermanL3 months ago
Best buy ever! There is always a competitor with better brakes or more or less better features, but this bike is awesome because of the concept. Fast, minimal and technology at its finest. Perfect for riding at pace with fun!
Review by Cocktail Chibamu3 months ago
It is a great company with innovative products.
The products are not the best in their class, there are some issues, especially with their software, but for the price of their products, they are a good value. As mentioned earlier, their products are innovative in certain aspects and they stand out from the competition in terms of design and features.
A very good support network but are limited by local support points. If you live closer to their brand stores, then your experience with support will be better.
Review by Zurbs Kazerounian3 months ago
Absolutely love the bike. Would like a longer range and greater assist: the motor can't cope with some of the ascents around here. When the motor stops due to lack of battery the bike is very heavy and the motor seems to resist your pedalling. This means you can hardly move.
Review by Leanme Krebill3 months ago
I really like this bike. Beautiful and fast. But i waited much longer than i was told at the beginning. And i wished i could turn the lights on and off without the app. "Automatic" does not work very well.
Review by AstaN3 months ago
Review by Talease3 months ago
Great bikes, good looking and attractive with great riding experience if everything works (which is not always the case, that's why 3 stars)
Review by Connett3 months ago
+++ Great design, good speed
--- noisy motor, cheap breaks, lousy quality of the tires (non puncture ptoof)
Review by Jergens3 months ago
Loving my electrified S2, first had some technical problems but got it replaced by a new one without any questions.
Review by Rosell3 months ago
I moved to San Francisco from London in January and stumbled across the Vanmoof store one weekend. I have always cycled around London and wanted to do the same in SF so was looking at getting a second hand bike. I usually get second hand bikes because I have had my bike stolen from me 3 times now and replacing a second hand bike is much cheaper.
When I went into the store I first noticed the very slick design of the bikes. Chatting with the staff I learnt about the features such as the alarm and the tracking system if it got stolen. These seemed like really good additions to a bike design that hasn't really changed much of the years and made perfect sense why someone would want something like that.
I looked at the price to buy them new a thought that it was way too expensive for me to buy. Then the staff in the store told me about the subscription and I was amazed that you could get a brand new, high quality bike for so little per month. I signed up and have never looked back.
I have loved the experience riding my vanmoof, using the repair system when I got a puncture and all the looks it gets when you ride down the street. The built in lights are amazing as I never need to remember to bring or charge my own. The modern design that looked so clean. The built in rear wheel lock for when you need to quickly pop in somewhere and can't be arsed to lock it up fully. I also purchased the lock chain that is designed to work with the Vanmoof and that makes locking the bike up properly so much easier.
I highly recommend the Vanmoof to anyone looking for an affordable and flexible way to own a brand new bike. Only thing I am holding out for is the day that I can upgrade my subscription to the Electrified S2, that'd be awesome!
Review by Bafford3 months ago
Would be 5 stars if they change the sound of the bell. Nobody recognises it as the sound of a bike bell. Come on vanMoof, get it fixed!!! It is dangerous cycling this hard!
Review by Dizluver Wocker3 months ago
The bike is great the after sales unfortunately not I still wait for new handles the bike was delivered damaged and the customer service told me I get new but I don't have it till yet!