The Key thing if you get some problems is how they respond. The phone line is busy and i got nowhere there but only line kicks in really well and resolved everything for me So i can only recommend.... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Very poor customer services. Never answer calls poor responses to email and when they did no mention of my struggle to get in touch. We did get the bike but when it wasn’t tracking they offered no hel... See more
Excellent customer service.bettie specifically has been great. After ordering a scooter and changing my mind about the model i chose, Bettie stopped my order processing any further and refunded my pu... See more
This is by far the best company to buy your scooters e-bikes or anything . Absolutely brilliant customer service . I’m not saying this just from my tongue rather I’m speaking from experience . They tr... See more
Company details
About isinwheel.co.uk
Written by the company
Welcome to isinwheel
Isinwheel was created with one belief in mind: urban mobility should be smart and fun.
Driven by intelligent technology, we design electric scooters and e-bikes that make city travel more efficient, convenient, and easy to enjoy. At the same time, we focus on stylish design and engaging ride experiences, turning everyday journeys into moments of freedom and joy.
At Isinwheel, we make moving through the city smarter—and every ride more fun.
Contact info
3 SPRING ROAD SMETHWICK, B66 1PE, WEST MIDLANDS, United Kingdom
- +441563638328
- support@isinwheel.co.uk
- isinwheel.co.uk
3.5
Average
693 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 78% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great Company – Highly Recommended
I had a great experience with this company. The service was professional, smooth, and well-organized from start to finish. The team was friendly, responsive, and truly cared about delivering high-quality results. Everything was completed on time, and the overall quality exceeded my expectations. I would highly recommend them and will definitely use their services again.
24 October 2025
Unprompted review
Reply from isinwheel.co.uk
Dear Customer,
We truly appreciate you taking the time to let us know about your recent experience. We are sorry to hear that it did not meet your expectations, and we want you to know your feedback is essential in helping us improve.
In order for us to better understand and resolve the situation, could you please share the following information through our support request form:
・ Your order number or account email
・ When the issue occurred
Once received, our team will:
Begin an internal review with the relevant departments right away
Keep you updated on the progress until the matter is resolved
Apply the findings to strengthen our service going forward
At isinwheel, our goal is to provide you with a smooth and worry-free experience. We will continue working closely with you through your preferred contact method until this is fully resolved.
Thank you again for bringing this to our attention. Your input makes a real difference in helping us improve and serve you better.
Warm regards,
isinwheel Customer Care Team
Excellent
Had a issue with wrong colour but was quickly resolved excellent customer service
13 December 2025
Unprompted review
Absolutely horrific!
Absolutely horrific!!
Do not buy from this company!
They have taken my money sent me a faulty scooter that was for my daughters birthday present, when i reported it too them they have been completely unhelpful, dragging their feet, will not replace or refund. Its been going on for ages! The scooter has never switched on! They have asked so many questions, had videos of the scooter now they want me to perform a multimeter test on the battery, charging port, and charger to further diagnose the issue. I am not a technician, i bought the scooter in good faith expecting to make my child's birthday instead its been nothing but headache!
12 December 2025
Unprompted review
Reply from isinwheel.co.uk
Dear Customer,
We truly appreciate you taking the time to let us know about your recent experience. We are sorry to hear that it did not meet your expectations, and we want you to know your feedback is essential in helping us improve.
In order for us to better understand and resolve the situation, could you please share the following information through our support request form:
・ Your order number or account email
・ When the issue occurred
Once received, our team will:
Begin an internal review with the relevant departments right away
Keep you updated on the progress until the matter is resolved
Apply the findings to strengthen our service going forward
At isinwheel, our goal is to provide you with a smooth and worry-free experience. We will continue working closely with you through your preferred contact method until this is fully resolved.
Thank you again for bringing this to our attention. Your input makes a real difference in helping us improve and serve you better.
Warm regards,
isinwheel Customer Care Team
I had problems with M10 E-Mtb Mudguard
I had problems with M10 E-Mtb Mudguard, which wasn’t sent at first. Even though I didn’t get it now, I’m getting a free bicycle lock, which is pretty good solution in my opinion. That shows that isinwheel really cares about customer satisfaction. Furthermore the M10 is a great E-Bike for this price.
Pretty good service.
11 December 2025
Unprompted review
Amazingly helpful with prompt replies a pleasure to deal with isinwheel
I contacted isinwheel to ask about an update on delivery I got a really lovely reply within the hour to give me all the information regarding the delivery, I contacted them on a few queries I had and everything was answered with polite and helpful emails I received my parcel today it was well packaged and in plenty of time for my grandsons birthday I will definitely order from isinwheel again
11 December 2025
Unprompted review
Received my S9 Scooter and it's the…
Received my S9 Scooter and it's the best thing I have ever bought. Gets me to work and is so easy to use. I had to contact the support team who was very good and quick to get back to me. Very Happy.
10 December 2025
Unprompted review
Had a problem switching scooter into fast mode
Had a problem switching scooter into a faster mode and email support got back to me within 15 minutes with a correct fix and was super helpful overall
9 December 2025
Unprompted review
Pending resolution
8 December 2025
Unprompted review
Reply from isinwheel.co.uk
Dear Customer,
We truly appreciate you taking the time to let us know about your recent experience. We are sorry to hear that it did not meet your expectations, and we want you to know your feedback is essential in helping us improve.
In order for us to better understand and resolve the situation, could you please share the following information through our support request form:
・ Your order number or account email
・ When the issue occurred
Once received, our team will:
Begin an internal review with the relevant departments right away
Keep you updated on the progress until the matter is resolved
Apply the findings to strengthen our service going forward
At isinwheel, our goal is to provide you with a smooth and worry-free experience. We will continue working closely with you through your preferred contact method until this is fully resolved.
Thank you again for bringing this to our attention. Your input makes a real difference in helping us improve and serve you better.
Warm regards,
isinwheel Customer Care Team
Avoid buying from this company
Update: Scooter finally arrived after nearly 2 weeks, however they have sent me the wrong item. Tried calling again and their customer services where suppose to call me and they have not. No response to my emails now either.
Avoid buying from this company.
Ordered a scooter and then got an email to say dispatched. Been over a week and DPD have still not received the parcel from isinwheel.
Tried emailing and been trying to call their customer service for over 2 hours. They just keep cutting my call off at different times. Seems impossible to get through to their customer service.
Quite frustrating as this is a birthday present for my nephew.
Will have to go through my bank to try and get my money back and will be reporting to trading standards if I'm unable to get through to their customer service today.
8 December 2025
Unprompted review
Reply from isinwheel.co.uk
Dear Customer,
We truly appreciate you taking the time to let us know about your recent experience. We are sorry to hear that it did not meet your expectations, and we want you to know your feedback is essential in helping us improve.
In order for us to better understand and resolve the situation, could you please share the following information through our support request form:
・ Your order number or account email
・ When the issue occurred
Once received, our team will:
Begin an internal review with the relevant departments right away
Keep you updated on the progress until the matter is resolved
Apply the findings to strengthen our service going forward
At isinwheel, our goal is to provide you with a smooth and worry-free experience. We will continue working closely with you through your preferred contact method until this is fully resolved.
Thank you again for bringing this to our attention. Your input makes a real difference in helping us improve and serve you better.
Warm regards,
isinwheel Customer Care Team
Had a couple problems with my scootor…
Had a couple problems with my scootor contacted them and they sorted it out quickly and was veru helpful
3 December 2025
Unprompted review
Absolutely disgusting company with awful customer service
Absolutely disgusting customer service. After purchasing a scooter just over a year ago for it to snap and then have to pay £60 to send a new one (even thought it was in warranty) to then do 88 miles on new scooter and it to xompletely not turn on AND then be told it could be the display or the controller which would be a further £70.
So basically the replacement they sent was clearly faulty. And all they want is more money. Ive requested a manager contact me and had no reply. I would like a MANAGER to call me. Either my scooter to be collected and fixed, replacement or refund.
Absolute awful company BEWARE.
6 December 2025
Unprompted review
Reply from isinwheel.co.uk
Dear Customer,
We truly appreciate you taking the time to let us know about your recent experience. We are sorry to hear that it did not meet your expectations, and we want you to know your feedback is essential in helping us improve.
In order for us to better understand and resolve the situation, could you please share the following information through our support request form:
・ Your order number or account email
・ When the issue occurred
Once received, our team will:
Begin an internal review with the relevant departments right away
Keep you updated on the progress until the matter is resolved
Apply the findings to strengthen our service going forward
At isinwheel, our goal is to provide you with a smooth and worry-free experience. We will continue working closely with you through your preferred contact method until this is fully resolved.
Thank you again for bringing this to our attention. Your input makes a real difference in helping us improve and serve you better.
Warm regards,
isinwheel Customer Care Team
We ordered an E scooter with 1-2…
We ordered an E scooter with 1-2 business days delivery.
3 business days later the tracking hadn’t changed, I tried a number of times to call the UK number, waited for 45 minutes and was cut off. So I emailed with me enquiry, guess what? No reply!!!
Checked our tracking this evening and to our shock it says order cancelled as per our request, we never asked to cancel the order 😡
Shocking customer service
4 December 2025
Unprompted review
Reply from isinwheel.co.uk
Dear Customer:
We sincerely apologize for any inconvenience this may cause.
We regret to inform you that the scooter you ordered is currently out of stock, and we are unable to fulfill your order. Our team contacted you regarding this situation but it appears we have not received a response from you. Therefore, we have processed a **refund** for you.
We understand your disappointment, especially the inconvenience caused by the communication delay, and we sincerely apologize for that.
If you need any assistance or are interested in other products, please feel free to contact us.
Sincerely,
💥SHOCKING💥 offered me £25 to remove my…
💥SHOCKING💥 offered me £25 to remove my review 😂 unfortunately some people will take it.. so don’t believe what you read💥 Be vigilant people! And stay safe 😄
27 November 2025
Unprompted review
Reply from isinwheel.co.uk
Dear Customer,
We truly appreciate you taking the time to let us know about your recent experience. We are sorry to hear that it did not meet your expectations, and we want you to know your feedback is essential in helping us improve.
In order for us to better understand and resolve the situation, could you please share the following information through our support request form:
・ Your order number or account email
・ When the issue occurred
Once received, our team will:
Begin an internal review with the relevant departments right away
Keep you updated on the progress until the matter is resolved
Apply the findings to strengthen our service going forward
At isinwheel, our goal is to provide you with a smooth and worry-free experience. We will continue working closely with you through your preferred contact method until this is fully resolved.
Thank you again for bringing this to our attention. Your input makes a real difference in helping us improve and serve you better.
Warm regards,
isinwheel Customer Care Team
Purchased GT2 1200W for my son's Christmas
I purchased the GT2 for my son's Christmas. It arrived on time with regular updates. Excellent communication.
24 November 2025
Unprompted review
Quality and speed on this scooter stand…
Quality and speed on this scooter stand out. The steering's sharp, so helmets are a must. I'm pleased overall.
15 November 2025
This scooter's a hit with my daughter
This scooter's a hit with my daughter - she calls it her favorite yet. It's sturdy and fits her height just right, though she wishes it went a tad faster.
12 November 2025
Customer service grasping at straws.
I ordered from Isinwheel and experienced one of the most dishonest delivery processes I’ve ever seen. My parcel was never delivered, yet the courier falsely claimed a “delivery attempt.”
The tracking clearly showed I was Delivery #6 on the route. Deliveries #4 (Battersea) and #5 (Brixton) were completed with normal scans despite my location being in between the two. Then, from 11:40, the driver tracking was still marked as being in Brixton. Shortly after that, the courier switched off live tracking. At 13:16, they suddenly marked my delivery as “Attempted – No Access,” even though the parcel never scanned “Out for Delivery.”
My building entrance is always open, no card was left, and no driver ever came.
I submitted a ticket for a help request but to make it worse, the merchant emailed me a cropped Google Street View image of the wrong side of my building as supposed “proof,” clearly hiding the real entrance (its impossible to hide it without cropping), and gave me a regurgitated version of my address which they claimed was the correct one, which doesn't show up on any postcode checker. No courier attempt evidence was provided.
The item was never delivered, the tracking was falsified, and customer service offered no real solution, but in fact risk of delivery to an incorrect address.
Avoid this company if you want honesty, real delivery attempts, or basic customer service.
Edit 1: 6 days after initial review.
The package came with a giant hole, the labels were dated 02 December. I.e. it was only shipped to the final courier on 02 December and received 03 December. No explanation has been given as to why there was a delay of 6 working days considering the website promised 1-2 day delivery.
The front wheel came badly damaged in transit. The Schrader valve was bent at a 45 degree angle and there was a large chip in the wheel rim, lastly the brake disk was warped. I have sent support all the evidence and they have not responded to me yet. So far for compensation all they have offered me was a steel cable lock, which I have refused because from experience I only use ABUS for my locks.
It has been a difficult process.
27 November 2025
Unprompted review
Reply from isinwheel.co.uk
Dear Customer,
Thank you for your feedback. We are very sorry to hear about the problem you encountered during the delivery process and sincerely apologize for any inconvenience caused. To help you resolve this issue as quickly as possible, please contact us and provide your order number (ISW0000UK) or email address so we can further verify and investigate the specific situation.
Upon receiving your order number, we will immediately take steps to resolve the issue and ensure you receive the service you deserve.
Thank you for your patience and understanding. We look forward to assisting you as soon as possible.
Best regards,
Had speed restricted problem on my…
Had speed restricted problem on my electric scooter they replied quickly and help me fix it .
25 November 2025
Unprompted review
The team was great with helping me as I…
The team was great with helping me as I was worried I had ordered the wrong thing for my son, they were super supportive and helped me every step of the way to make sure I had exactly what I needed. My electric scooter arrived today and I couldn’t be more pleased with it I know my son is going to be over the moon with it on Christmas morning. Thank you so much.
26 November 2025
Unprompted review
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