Prophete Reviews 1,852

He knew about the topic, he explain and answer all my questions. He was friendly and open.

My partner and I purchased a bike light from this company in Germany（we live in the Netherlands）. Expecting a high-quality, rechargeable product given the price point. Unfortunately, the rechargeable function does not work at all. I have reached out to their customer service team, but I have been met with complete silence. It is very disappointing to pay a premium price for a defective item and then be ignored. I hope the company takes notice of this and addresses the issue.

I would give the company 0 star if I can, because of its extremely bad customer service and online operation.

I have been buying Prophete's products offline and was satisfied with the price-quality offer. Due to online promotion, I have decided to buy some equipment at its online store. GLS was responsible for shipping my package, but failed to do that. After 2 days receiving the delivery tracking link, I could no longer open it to identify where the package was.

I called the customer service 5 times, they promised to write to GLS and after 2 weeks of no response, I wanted to claim back my money. They said that they would contact GLS one more time, and after 1 more week, I still got no response. The 4th time was communicated by an irresponsible, rude, non-educated customer agent, which I feedbacked to their customer service team. By the 5th time, they asked me to wait after 4 weeks of waiting....in the end, they called me to inform that the package is sent back to their logistic center. One day after, I did not get back my money and have to claim back by myself.
I guess that they cannot really manage a good customer service with results. If something goes right, then everything is fine, but if something goes wrong, they will just make customers' lives miserable....

Sadly, the customer service always promised to write me the response to update during the whole communication process, but I did not even get any feedback and had to call them 5 times by myself. They explained that is because they got no response from GLS. But in such situation, why could they not send an email to reply to customer, who is waiting for their products? Why does the customer service exist?

I strongly advise the company to check and refine and improve their customer treatment. Otherwise, you would surely lose loyal customers and their recommendation to other potential customers....Until now, I strongly advise people who want to buy online at their shop to think twice before. I don't think they have a good delivery partner and a good customer service to treat customers well.

A quick and adequate worker, Mr. Schwarz. Unfortunately there was nothing to do about the 'problem' with my bike.
Good communications while he was on his way to my home address in The Netherlands.

EDIT 03/07/2023 - After reading my review where I explain that I've already exchanged emails with the customer service and yet no solution was offered. The response from Prophete is...contact the customer service? Hilarious!

I will start this review with a simple recommendation. Do not buy from this brand, stay away from Prophete bikes. Amazing marketing and campaigns to have a continuous flow of sales, all the investment is there, post-sale investment is zero. Once you are a customer you will be forgotten.
My own experience with an EBike, which brand new developed brakes and chain issues (low noises). Reached out to the customer support service and after 17 emails and almost a month, and in guarantee period, still no help or resolution. I have sent several photos and videos up request (proof of the issues) and once they were on prophete side, they started ignoring my requests and not even having a short apology email.
Stay away from this brand!

Bicycle computer won't start anymore. Started a support ticket 7 months ago. Prophete won't send the mobile service team to repair the bicycle. In contact with a lawyer to send the bicycle back.