"Returned scooter but great customer service"

First let me say that we did not keep our G3 electric scooter. Our reason for purchasing it was based on incorrect information on the website. With that said the GoTrax customer service was great. Communication was quickly returned and we were able to return the scooter easily for a full refund. The refund was sent within a couple of days from when the product was received back to their warehouse. I also went back and checked the website and the correct information is now displayed. Even though our purchase didn’t work out I wouldn’t hesitate to purchase from them again if the product matched our needs.

"Deceitful and sloppy business practices"

This company is sloppy and messy. They print your shipping label, mark your shipment as shipped, and leave it in a warehouse until they get around to shipping it off. Shipping does not take 1-3 business days as they advertise. I placed an order and ultimately had to cancel it because I could not get an accurate shipping date. My order sat in the warehouse for over a week even though it was marked shipped. When I called to find out where my order was, the rep refused to give me a shipping date, he said it would take 5-7 business days to process but could not confirm a shipping date. He did tell me my order was sitting in a warehouse and the label was printed so that’s why they marked it shipped. WTH?

When I tried to cancel my order the rep on the phone refused, I asked to talk to a supervisor or manager, and again the rep refused. Per the rep he was not going to transfer my call to a manager because it would only incriminate him.

Luckily I paid using PayPal and they honored a full refund for me. But GoTrax did try to fight it, they argued saying my product was shipped even though it wasn’t. The lengths they went to cover their tracks made no sense. Would have been so much simpler to just cancel my order and move on.

After I got my refund, I ordered the same product from Amazon and had it delivered in 2 days. It was about $50 more, but worth it to avoid the sloppy mess at GoTrax.

"Scooter had a scratch and crack from…"

Scooter had a scratch and crack from box company would not acknowledge or send replacement part very poor customer service.

"If I could give no stars I would"

If I could give no stars I would. I placed an order on November 19th and there policy is to ship out in 2 to 3 business days well needless to say I have yet to receive my item. Everytime I call u get the same story or run around that they are behind in the warehouse and they will forward this to the manager and will have it shipped out the end of the week. Well that has yet to happen. My opinion is they need to improve in all of the areas. If I would have known that it was going to be this much of a hassle I would have ordered it from somewhere else. So please do yourself a favor...DO NOT order from this company order someplace else like Amazon.

"G3 scooter broke after 10 min of use"

G3 scooter broke after 10 min of use. Return process is tedious.

"Had an issue with a broken part that…"

Had an issue with a broken part that was not available and rather than having me wait, they had me ship the scooter back and replaced the entire scooter. They even provided return shipping label. Once I shipped it back I had a tracking number for the replacement within 48hrs. At first I was frustrated with not being able to get a hold of someone on the phone, but they took care of me quickly through email. Just made my decision to buy another one from them based on this experience.

"Good customer service in resolving my…"

Good customer service in resolving my broken G4.

"The shipping is wait to long,warehouse…"

The shipping is wait to long,warehouse no good,they didn’t tell you what happened,poor in shipping👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻

"It’s been an awful experience I ordered…"

It’s been an awful experience I ordered on the 26th of October it is now November 6 my order has been in translation ( label printed) since October 28 ups has not received the bike , nor have I I have contacted multiple times with no resolution ! I used your company due to the supposed quick delivery time now I have been having to stay at my former residence as well as pay for the new one in case it is to show up !!!! I took off work the day it said it would be delivered this has been the worst experience with an online company I have had and now I don’t even know where my bike or the money I spent is

"Terrible Customer Experience - Think Carefully Before Buying"

The customer experience at Gotrax was the ABSOLUTE WORST I have ever experienced.

To start, Gotrax delivered a scooter that was broken. When I called Gotrax, they were not willing to speed up the delivery of the replacement part. Instead, the replacement was going to take 7-12 days (vs 3-5 days for the original order). The customer service team can’t order anything, so you have to wait for the warranty team to reply to you at 2am everyday.

Finally a replacement part was ordered. Then the day before the order was supposed to ship Gotrax cancelled the order. I called again immediately to ask why. But again, the customer service team pawned off responsibility to the warranty team, who they can’t even coordinate with.

It took several more days just to get the new part ordered. That means that the 7-12 day clock reset because of Gotrax’s mistake.

I asked numerous times for them to expedite shipping or have a manager reach out. One customer service rep called me a liar and another hung up on me. I have an ongoing 20-email thread going with the warranty department and about 10 calls with customer service just to get the replacement part ordered.

It will likely be a month after the original order before I have a working scooter. As I said, this is the WORST customer experience I have ever had. I would think hard before choosing to go with Gotrax.