Stella Fietsen Reviews 17,556

DO NOT BUY A BIKE FROM STELLA.

I bought my bike from Stella a little less than 2 years ago. I has broken multiple times. 3 times majorly that I havent been able to ride it. The most recent time it won't turn on after sitting in my storage unit.

Customer service is no existence. If you depend on your bike daily like I do, then go with another brand. You will be waiting weeks to have your bike fixed.

Really good bikes!
The staff in Nijmegen is very very helpful and friendly, I recommend :)

I bought an E-bike from Stella around mid-2024, and received it with the wrong battery. I ordered the 500W version, but they delivered a 400W instead. On top of that, the chain lock was missing.
I contacted them more than 10 times – twice via WhatsApp, once through the form on their website, and the rest by phone. They never responded to the messages or the form submission. Over the phone, the staff were always polite and helpful, and initially, they tried to schedule a time to deliver the missing chain lock and swap the battery.
One time they even came out – but showed up without either product. Eventually, I received the missing chain lock by post, but to this day, I still have the wrong battery.
Recently, when I contacted them again, they informed me that the company had declared bankruptcy and that any unresolved issues would now require legal action.
Extremely frustrating experience from start to finish.

Since i bought my e - bike more then a year ago, the battery case and lock was broken . Somebody came once and tried to fix it but this didnt work. Since then nobody ever helped to fix the bike again . You can not call the customer service to talk to somebody , they dont react on emails and you do not get an appointment to get it fixed within free customer service. I understand they got bank robbed - but if you keep on with the Business somehow then you should get some sort of help for such an expensive bike.

Good quality

The problem started when I bought this piece of crap and they promised to deliver it at the beginning of summer and only delivered it at the end (3 months later) and it still came with the wrong child seat, I had to cancel the seat, get money back and buy it somewhere else online or it would be a longer wait. Two years with this #### and the chain broke, only Stella stores could fix it or I would have to wait more than a month for them to come to my house to fix it and I didn't have the way to transport it to the nearest Stella, so I wait..They fixed the chain and guess what, another problem appeared, now the battery turns off by itself and turns on by miracle. AGAIN I requested the Stella and after one month finally the day comes at my house they should come between 7:45 and 8:15, they called me at 8:14 saying that the person who would come to fix was sick and wouldn't come anymore and that they only had one day that I couldn't be home and they still said that was it or they wouldn't have another date.UNBELIEVABLE. I have never had so many problems before with something I paid super expensive for. Now I just want to get rid of this #### and get my money back to finally buy a decent ebike where the company is reputable and respects its customers, so STELLA NEVER AGAIN. WORST CUSTOMER SERVICE AND WORST SERVICE IN GENERAL!

IF YOU CANT SPEAK ENGLISH PROPERLY STOP PROVIDING BIKES TO ENGLISH SPEAKING PEOPLE.

worst costumer service, stupid responses and misscomunications .

Never again dealing with this thiefs.

Battery dies after 10 minutes. We have repaired it 6 TIMES! Every time we have to drive the bicycle to Doetinchem and they “fix it” but it always returns to the same state. The absolute WORST customer service. They should give us a new bicycle or a refund!

Addition: see their response below. They have NEVER called or reached out. These customer service responses are all lies.

Great service

Very good experience. The delivery person was very well informed and gave me good answers to my questions.
The process didn’t take more than 10-15 minutes.

DON'T BUY A STELLA BIKE!!!! This is a terrible brand. If you bike is damaged you are dependent on their customer service, My bike was broken in April, not only was nightmare to get an appointment to get it fixed, the broken piece was not in their stock. I have now to wait until August, when maybe it will arrive. In the meantime I cannot use the bike!!! Disaster and terrible unprofessional customer service!

The mechanics damaged some parts during maintenance that I paid for, and when I contact them, they just deny it. No service is offered; "I have to fix it myself". This is unacceptable.

Update: the service appointment that is scheduled in ONE MONTH from now is not helpful at the moment. I cannot remove my battery and still have to fix the battery sled in the meantime if I want to use the bike. Moreover, Stella stated that they could charge me extra for this additional "service" appointment afterward.

Alles was perfect

WORST.SERVICE.EVER

Ordering went fast - sales team is obviously commission based.
From there it went downhill (unfortunately without an e-bike).
Post-purchase, the communication about delivery was non-existent, leaving me in the dark with no clear updates from customer service despite repeated delays.

Trying to cancel the order only added to my frustrations as I was informed of a cancellation fee, forcing me to opt for a different model instead. A new delivery date was set for May 10th, but just days before, I was informed via email—contrary to claims of attempting to call me—about further delays due to a production issue with the battery. They offered an upgrade for an additional 200€ to expedite the delivery, which felt unreasonable.

Overall, my initial impression of getting a good deal on a quality e-bike from Stella Bikes turned into a regrettable experience due to poor service and lack of transparency.

Top service

I have a Dolce model. Battery lock is stuck, went to have it repaired after one week it is stuck again. Have to wait for another month to have it repair again

Dont buy a stella bike!!! It will work great for 2 years and then you will end up having to pay to replace so many parts which even when replaced will break down after few months?!?Poor quality parts, most probably even expired and/or an extremely poor quality control… since two years i have replaced my controller (the parts that switch on/off your bike and controls speed gears) already 4 times (more then 150euro in total) and now they are out of stock and dont know when it will arrive so in the meantime i have a useless bike that can not be switched on?!?!? Really either go for cheap chinese brand or buy a proper brand

I am very grateful to Stella's customer service team in Utrecht, especially Mr. Kees Klein who is very technical and kind.

Worst customer service experience ever. After a month of my order,I still haven't received the order is full. And when talking with customer service via WhatsApp and via the phone, no support at all in fixing the problem. Avoid Stella, it's not worth the price.

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Edit: dear Lars, what you are telling me is the same I was told on 04th March, that the locker was being dispatched at that same day. It's sad to see you ignoring that point that I mentioned in chat, I don't fall to that story now. Besides that, I downloaded PostNL app and it doesn't say any delivery planned to me. Therefore, please stop using the same generic answer again as you are clearly not fixing the issue.

Response to Bas @ Stella……13.03.24

Thank you for this unhelpful response. We did indeed have a technician sent to us by your klantenservice team. He told us the battery was dead and then asked for €30 call out fee. I made the complaint initially direct to Stella but again it is easy to hide behind the guarantee. I showed the technician where I stored the battery because he asked but he implied I was lying and couldn’t prove storage suitability. He suggested my bijkeuken was cold despite the fact I showed him thermostat controlled underfloor heating.

12.03.24

Stella don’t even deserve 1 star. Couldn’t agree more with Jaco Smit. Bike is 3.5 years old and now requires a third battery. Fortunately for Stella they are happy to wash their hands of it. Most recent battery I purchased isn’t even one year old, and in spite of the battery being ‘covered’ by the guarantee last year…..amazingly enough it wasn’t in stock so I had to pay €300 difference for a ‘bigger’ battery. They won’t do anything now of course because the guarantee is ‘up’, and have the cheek to ask for more money for a ‘call out’.

Terrible customer service throughout my entire experience with Stella. I even had to complain initially to get the bike I ordered which still hadn’t been received 4 months later. In the end it took just over 5 months to be delivered.

Complete money making scam. Cheap trash, batteries they probably order from Aliexpress, an annual insurance premium which means nothing, and constant need to pay for an annual service to keep the insurance premium valid. And I reiterate…..it means nothing.

Oh and I should add…..obviously I asked for the information to further my complaint. Yes yes we will email it. That hasn’t happened obviously! Hmmm I wonder why?!

Don’t waste your money here.