Very poor after sales service Had an issue and following their advice which went completely wrong they ignored my numerous emails. Business Telephone numbers also do not work either. Seems they are... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Ordered my first ever E-bike at the top of my small budget, had a couple of chips so was a bit disappointed on new bike day. Joel was amazing, explaining the policy and doing what he could to make sur... See more
Company replied
Ordering and delivery is expected excellent. Had two scooters now from Moose.com and bought in good condition but is as good as a new product. Only ever had 1 issue and was resolved after sending one... See more
Company replied
Bought a pure escooter from moose for my sons birthday, condition said fair but it really was in better condition than I thought. Everything works as it should and a slight issue with pin code was swi... See more
Company replied
Company details
Written by the company
Moose is the UK's largest E-Scooter and E-Bike Refurbished retailer providing trustworthy & cost-effective solutions to your transportation needs. Moose is an offical Approved Pure Electric reseller using genuine parts to refurbished all of their electric scooters. All their electric bikes and electric scooters have passed through a rigerous 97-point checking procedure and sold complete with a warranty to ensure they are ready to ride.
Contact info
Unit 3, Brassmill Lane Trading Estate, BA1 3HZ, Bath, United Kingdom
- help@moose.co
- moose.co
4.3
Excellent
2K reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
They refused to pay full refund for scuffed goods
I have given them 1 star only because it's not possible to give zero.
I ordered a bicycle helmet. Described as new.
There were clear scuff marks on the helmet...as though it had been sold, returned, & re-sold as new.
I made it clear I was returning on the above grounds.
I paid my own return mail
Moose paid a partial refund
When I challenged this, Moose claimed I was returning due to "a change of mind".
What a disgrace Moose is.
Buy from them if you don't mind supposedly new goods that look like they are someone else's returns.... and partial refunds
13 August 2024
Reply from Moose E-Bikes & E-Scooters
Hello Paul,
Thank you for taking the time to share your feedback, and I'm sorry to hear about the negative experience you had.
I've had a look at your order and I'm pleased to let you know that your order was already fully refunded. It appears that there was a slight misunderstanding with our returns system, which resulted in the deduction of postage fees. This occurred because the system processed the return as a change of mind because it didn't fit, whereas it was actually due to the scuffs as you have mentioned. Additionally, we provided a pre-paid label for your convenience, so the fact you posted this on your own accord may not have been properly registered in the system.
Please accept our sincere apologies for any inconvenience this may have caused. We truly value your satisfaction and hope for the opportunity to make it up to you in the future!
All the best,
Moose.
Absolutely excellent service
Absolutely excellent service, and very fast delivery.
Highly recommended.
15 August 2024
Scratches on frame of scooter
The box arrived and when I opened it the frame of the scooter was scratched in a couple of areas. Due to the bubble wrap not completely covering the unattached pieces. Maybe rough handling in transit. So I have to admit to being disappointed to receive it with scratches.
14 August 2024
Reply from Moose E-Bikes & E-Scooters
Hi there Bridie,
Thank you for your feedback, although I'm sorry to hear that you feel it has been only a two-star experience.
We're glad to hear the scooter arrived all good! As for the scratches and the 'used' feel to it, we can see you ordered a 'fair' condition scooter which is actually our lowest condition grade:
Fair Condition - 501km+: Pre-loved with moderate use and expected age-related marks. These will include visible scratches on the frame and wear on the tyres. They are all fully checked and serviced with loads of life left in them!
I will kindly remind you that these scooters are refurbished, hence the incredibly low prices. We refurbish all of our scooters to a 'like-new' condition, the only thing we can't spruce up to new though unfortunately is the cosmetic damage and the mileage.
Since reading your review, we have reached out to try and resolve this for you. Unfortunately, we were unaware that you were dissatisfied with this, so we'd love the opportunity to sort it out!
We hope to hear from you soon.
Kind regards,
Moose
Cycle to Work
I did my cycle to work scheme with moose. Very good, quick response and assistance choosing the bike and accessories from Bryony.
19 August 2024
Unprompted review
Great prices and speedy delivery.
Great prices and speedy delivery.
I highly recommend this seller
Thank you
13 August 2024
Fast response .fast delivery
Fast response .fast delivery. goods A
Customer service spot on
👍
12 August 2024
Ordered an electric scooter (pure air 3…
Ordered an electric scooter (pure air 3 advance) in fair condition and it's been amazing and I absolutely love it. Ordering was simple and delivery was next day. Ordering another for my partner.
13 August 2024
Really good 👍 bridey went through…
Really good 👍 bridey went through everything I needed to no about buying one
The one I bought was there new models that you can't fit any accessories to so I wasted money customer service was good but I didn't realise how heavy the new one is
18 August 2024
Great product and service
Great product, arrived the next day, fantastic customer service, went out of their way to help me with my questions.
13 August 2024
All good very happy & excited to drive…
All good very happy & excited to drive mainly is time savin.
12 August 2024
I've now bought two scooters both good…
I've now bought two scooters both good grade one however has some scratches on the bottom I contacted moose within 10 mins I got a response from a women called bryony she gave me the option to replace or partial refund I took the refund option fantastic customer service.
9 August 2024
Unprompted review
Excellent customer service
Excellent customer service, replied to emails quickly and efficiently!
The scooter is in amazing condition and I received the next day with free delivery!
15 August 2024
Unprompted review
Brought my partner a pure air advance…
Brought my partner a pure air advance scooter and was a little sceptical at first. I do feel I have to say how easy and quickly it was delivered. It came and I'm honestly impressed at not just the price, but the condition of the scooter. I'm already planning on getting another for myself.
14 August 2024
Unprompted review
First class service
First class service, excellent customer relations, got the job done within minutes. Thankyou so much.
14 August 2024
Unprompted review
Reply from Moose E-Bikes & E-Scooters
First class feedback!!! Cheers Emma 😊
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.