"It did not solve the issue"

It did not solve the issue. Now I'm out more money. Very disappointed as we now have two scooters that do not operate for the same issue

Gotrax called me up. Walked me through the issues and we now are in good standing with them. Thank you for the good customer service

"Had a problem with my granddaughters…"

Had a problem with my granddaughters hoverboard I bought her for Christmas. Called GoTrax on Thursday this past week and they had the new replacement ordered the exact same day. I would say this is excellent customer service! I'm very pleased with the quality of service I received and my 4 year old granddaughter will be above the moon, once again, when it's received. She loves her hoverboard!

"Issue resolved "

I was sent the wrong part...the part that was sent wasn't the part pictured. The fender doesn't fit my bike. Afterwards a representative had contacted me to address this issue and has helped me to resolve the problem. I was notified that the correct part will be sent to me right away. I thank you for your help and speedy response .

"Nice and effective "

Nice And Effective

"Horrible Experience But Resolved Quickly By Management "

Updated: 1-07-25: Anthony from GO Trax reached out via phone to assist me with my issues and resolve the matter quickly. Thank you Anthony.

Horrible Experience!!! Poor customer support! Incorrect delivery promise! I ordered the Lumios Electric Scooter on December 17, 2024 with a delivery promise date of Dec 23rd. The product never arrived nor was I notified that the estimated delivery date was changed. I contacted their customer support team and was told the product was in transit only to discover via the Shopify portal my product was still sitting in the CA warehouse post 48 hours of ordering. The agent stated the product would not arrive by Christmas. The email read as follows, “The ticket was sent over to management. They have to answer tickets in the order they get them. Unfortunately, they were not able to get to your order in time”. The product arrived on Jan 3rd, 2025 via FedEX. The return process is not visible on the company’s site or through the Shopify portal. The impact of time wasted in dealing with this company over the holiday and post holiday is greater than 5 hours. Suffice it say, I do not recommend this company.

"Do Not Buy or Gift from This Company"

Do Not Buy or Gift from This Company

I received a hoverboard from this company as a gift for my son. It worked fine for about a month, but then one side malfunctioned completely. When I reached out to the company for a replacement, they refused to help because it was a gift—even though they could clearly look up the serial number and see that it’s brand new.

This policy is incredibly unfair, especially for a product that was barely used and is still within what should be a reasonable warranty period. I expected better accountability and customer service. If you’re thinking of buying or gifting from this company, be warned: they don’t stand behind their products.

"Poor customer service"

Poor customer service. Unable to get someone on the phone to update on the status of an order placed a week ago. All order says “label created” order awaiting shipment. Have tried emailing and calling with no answer!

"I've been waiting since December 13th…"

It's true I've been waiting for a while be due to the holidays and things like that but they did something for me that was better and I appreciate it and I'm sure things will be different in the future thank you for doing what you did and making it better amazing

"Response time"

Response time from initial email inquiry was over 1 week. Customer service line during your business hours took me to a voicemail saying no one was available and to leave a message. No one returned my message.

"We have not received the product yet!!"

We have not received the product yet!!