Ride1UP
reviews and complaints

Contrary to some, my experience with Ride1UP support has been excellent. Their support agent, ***, responded with helpful information within a day and followed up within minutes. I have owned a number of high-end bikes, and my LMT'D is comparable in overall riding experience.

Ride1UP is the worst when it comes to customer support. They don't have any phone support, and when you email them, it takes them days to reply. It's frustrating because every communication has long gaps in between. The bikes they sell are not up to par in terms of quality, so having good support is crucial, but sadly, it's nonexistent here.

I bought the ride1up prodigy in May and the bike is great after 900 miles. Communication has always been fast and helpful. I contacted customer service and *** was really quick and helpful answering my questions and I would say they did better than I expected. Overall, a very good experience with ride1up.

My experience with Ride1Up has been a bit disappointing. The experience of trying to resolve issues that went wrong with the bike shortly after purchase was frustrating, to say the least. It was a learning experience to purchase bikes where you can have local support and in-store connections. The bike itself has run well, with some minor issues that oddly disappeared over time, like brake noise and motor noise. My experience with customer support was also frustrating, but there was one interaction that was fruitful. The representative was respectful and responsive, and I appreciated that kind of engagement.

I ordered a bike from Ride1UP and it turned out to be too big for me. I tried using it for two days, but it just didn't work out. The website mentioned a 30-day return policy, but when I actually tried to return it, things got complicated. First, they asked me to take 5 pictures of the bike and said they would deduct a restocking fee. Then, they informed me that because I had ridden it for 30 miles, it was no longer eligible for return. How was I supposed to know unless I rode it? The customer service representative was quite rude. They even had the audacity to email me saying that I'm not their first return and won't be their last. This is terrible customer service considering their false return guarantee. I suggest taking your hard-earned money elsewhere, especially if you want to try it out in the real world.

I got the Ride1up 700 and right away I had some problems: First, the bike came with a big scratch on the downtube. Second, they said it had a 750W motor, but it's actually a 500W motor. When I asked them about it, they said they just say that because other ebike companies do. Third, and the worst part, when I turned on the bike, it jerked and then no power. I looked it up online and contacted the company. I found out that the battery fuse blew. I changed the fuse and the bike turns on, but the motor doesn't work anymore. I reached out to the company again and sent them pictures of all the electrical connections on the bike, but I haven't gotten a response or a solution.

I bought 2 bikes from Ride1UP and they said they'd ship right away. They gave me a tracking number and ticket that showed a label was made. The bikes were supposed to arrive 3 days ago. I called Ride1UP and they wouldn't tell me if the bikes left their warehouse. I wanted to talk to a manager, but they said I'd have to wait up to 2 business days. I asked for a refund, but they wouldn't give it to me. I think this company is a scam. Now I have to go through the process of getting my money back from ***, and I heard they'll charge me 3% for a bike that wasn't even shipped. What a scheme!

Exelent customer service experience, and great e-bike in general, especially for the price. After reading some of the lower reviews on this site, I have to say that doesn't match my experience at all! We ordered 2 prodigy ebikes from them, and opted to self-assemble. The front tire came with a bad tube (leaking at the valve stem) and they immediately paid for local bike shop to repair (which was just installing a new tube) After 120 miles, we've had no mechanical issues at all and both bikes still feel sturdy. We had a minor issue where the rear taillight on one bike was intermittent, and after emailing them they quickly responded with pictures and instructions on how to remove the rear light and plug the loose wires in. This process was extremely simple and it resolved the issue immediately. I am looking forward to many more miles on my prodigy, and am extremely happy with the customer service so far. It is obvious that you are talking to a real person on the other end, and they seem to go out of their way to help resolve issues and make sure you're happy.

Company charged 3% cancelation fee. Cancelation fee policy was not clear on order review screen. Only after order was placed did I discover fee policy.

I bought a bike from Ride1UP for $1800 (including all the fees and stuff). The bike was shipped on October 6, and it arrived around October 12th. I assembled it on October 14th. On the same day, I noticed that some parts were missing. Then, on October 16th, after my first ride, I discovered more issues like a missing cap, a problem with the crank arm, and a lot of excessive noise. I contacted them on December 7th, providing videos and more photos to explain the noise, the wobbling fork, and the faulty controller. I also asked for a refund. But it's already April 15th, and I still haven't received my refund. The controller issue is still there, and they haven't given me any solution other than using another bike. They mentioned something about a warped "crank arm washer." I've only ridden the bike for 23 miles, and already 5 out of the 6 disc brake screws have fallen off. The last remaining screw is stripped. They said that I'm outside the refund window, even though I couldn't use the bike during the winter because of the weather, and I asked for a refund earlier.

I got my bike in late September. Before I could ride it, I charged the *** and took it for a spin. They're lucky it didn't catch me or my house on fire. After a week of fighting, they finally agreed to send me a new ***. The battery was supposed to arrive yesterday. Now they've taken away the *** and I can't find it. It was in the same spot yesterday when I checked. I sent an email last *** but haven't heard anything back. Every time I call, the receptionist can't help me. I've asked them to call me in several emails, but no one ever does. I also told them about the bent front rotor on my bike, but they didn't even respond to that. This is the worst customer service experience I've ever had. I even offered to ship back the battery that blew up and the charger if they sent me a shipping ticket. It's been a huge disappointment. They said the new battRey wouldn't match.

On November 23rd we bought an Ebike from Ride1up for $ ***. The bike arrived at our house on November 30th and needed professional assembly. It was put together on December 3, and we rode it home that day and plugged it into the charger. The charger Ride1up sent with the bike didn't work, so it couldn't charge the bike battery, which is necessary for it to work. We contacted Ride1up on the same day, but they didn't solve the problem. We've been calling and sending 36 emails asking them to send a working battery and charger so we can use the product we ordered, but they won't do it. Instead, they keep making unreasonable requests, asking us to disassemble the bike, buy parts, and then reassemble the broken battery they sent with the new, unused item. We've explained many times that we're not comfortable doing that and we just want the working items we paid for. Despite our efforts, they haven't complied. Not only are they not giving us the items we paid for, but they're also harassing us and asking for multiple photos and videos of the unusable items. Now they're claiming it's a warranty issue that needs to be addressed. The bike has only been used for 6 miles, which is the distance it took to ride it home from the bike shop where it was assembled. The battery was taken out of its packaging after that and it has never worked. It's clear that Ride1up won't give us the product we bought, no matter how many times we try.