I am very disappointed with PVY
I am very disappointed with PVY, specially with their customer service.
I received my new PVY Z20 Plus on April 16. Unfortunately, the bicycle arrived damaged. I think they could greatly improve the way they packaged the bicycle. I've bought bikes online from other brands and they've always arrived in perfect condition.
I reported the damage immediately and decided not to use the bicycle.
On April 20, within PVY’s stated 14-day return period, I formally requested to return the bicycle and receive a full refund. The bicycle has never been ridden.
Since then, I have sent multiple emails clearly requesting a return. However, every response I receive completely ignores my request and only tells me that a replacement fender has been shipped or offers compensation. I have repeatedly explained that I do not want a replacement part or compensation—I simply want to return an unused bicycle that arrived damaged.
I informed them that I was going on vacation for two and a half weeks (I even attached my flight tickets) and that I needed to return the bicycle before leaving. They wished me a good trip but continued to ignore my request. This is unacceptable; Receiving a damaged bicycle is disappointing enough, having to deal with such poor customer service only makes the experience even worse.
It has taken them up to three business days to respond to my messages even though their website says they do so within 24 hours.
What disappoints me the most is the complete lack of response to my return request. After several emails, my request continues to be ignored instead of being addressed.
I hope PVY will finally respond to my return request and honor its published 14-day return policy.