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.
Top sellers nice to talk to a human…
Top sellers nice to talk to a human very polite fast delivery good products will recommend to everyone spot on good company 👍
8 July 2024
Reply from Moose E-Bikes & E-Scooters
Hiya Ben,
Thanks so much for taking the time to leave this review! Hopefully see you again soon
WORST CUSTOMER SERVICE ( LIARS )
I sent my scooter in for a repair it first said it will arrive in 5 days but it actually arrived 11 days later. Also, I sent my scooter in for a repair and replacement. However, they said they can only repair the scooter and not offer a replacement even though that is what was agreed in the emails. Very bad customer service definitely would not recommend.
8 July 2024
Reply from Moose E-Bikes & E-Scooters
Hi Umar,
Thank you for taking the time to share your feedback with us. We are truly sorry to hear that you feel you have had an unfair experience.
We would like to kindly remind you that we greatly value your business and it was our utmost priority to resolve the issue with your item. However, we did notice that it took almost a month for the item to be returned to us. Unfortunately, by the time it arrived, it was no longer covered by warranty and had exceeded the warranty mileage limit by an extensive amount anyway.
Our customer support team did also inform you that it would take up to 10 working days to turn around, and we only went over this by one day; we sincerely apologise for any inconvenience caused by this, as unforeseen circumstances can sometimes occur.
Furthermore, we did offer you the option of a replacement, but upon inspection of your current scooter, it was evident that repairing it would be a more cost-effective solution. We presented both options to you and our team simply recommended a repair as it would have been more beneficial for you and allowed us to return the scooter to you sooner, as we understood your concern about the time it was taking.
Throughout this experience, we made sure to maintain a kind and polite demeanor, despite receiving several unfriendly emails from you. We even offered a discounted repair as a gesture of goodwill, but it seems our efforts have been disregarded this time.
We truly hope to have the opportunity to make it up to you in the future and regain your trust in our services.
Thank you once again for your valuable feedback,
Moose
Ordered and delivered two day's later
Ordered and delivered two day's later. Excellent price and service.
8 July 2024
Reply from Moose E-Bikes & E-Scooters
Hi there,
Thanks so much for taking the time to leave us a 5-star rating – it’s much appreciated!
Reply from Moose E-Bikes & E-Scooters
Cheers for the five stars Alison!
Packaging was open but everything was…
Packaging was open but everything was ok inside as was only 3 bits of tape closing lid rather than taped along took a week to come but over all amazin
4 July 2024
Reply from Moose E-Bikes & E-Scooters
Hey David,
Thank you for taking the time to share your feedback. We're sorry to hear that your package arrived open- if you could send us some photos of this, that would be awesome as we weren't aware of this.
We're delighted to hear you're happy with the scooter itself though!
Thanks so much!
Happy didn’t take long and happy with…
Happy didn’t take long and happy with the product and delivery also will be time friends and family about the scooter thanks :)
4 July 2024
Reply from Moose E-Bikes & E-Scooters
You're welcome! Cheers for the 5 stars 🤩
THIS IS THE BEST E SCOOTER COMPANY…
THIS IS THE BEST E SCOOTER COMPANY EVER!!!First of all the shipping is FREE and QUICK!like 1-3 days quick and the customer service IS AMAZING!!!I have already recommended the website to a few friends of mine and if I hear of anyone else wanting an e-scooter I’m 100% recommending moose.BEST COMAPNY EVERRR
1 July 2024
Reply from Moose E-Bikes & E-Scooters
Hiya Ahmed!
THANKYOU!! From everyone at Moose
This is awesome feedback, we're so glad we could make your experience as memorable as it sounds.
All the best, and hope to see you again soon!
Amazing experience
What made my experience a 5 star rating experience is the customer service team especially Bryony I have had several issues with the scooter I got and she went above and beyond and the most recent is when my scooter had to go for repair I said my it Monday 8th and received it back today Thursday 11th I would definitely recommend moose scooter as there customer service is exemplary
11 July 2024
Unprompted review
Reply from Moose E-Bikes & E-Scooters
Hi there Melvyn,
Thanks so so much for the awesome feedback. We're glad you had a pleasant experience and we can't wait to see you again soon
Bought a refurbished pure Air 3 scooter…
Bought a refurbished pure Air 3 scooter Oct 23
Everything was fine but May 24 the frame cracked so contacted moose out of warranty no help
Spoke to pure for replacement they don't stock it
Moose just said take it to a repair shop then never spoke to me again
Really poor customer service
10 July 2024
Unprompted review
Reply from Moose E-Bikes & E-Scooters
Hi Russ,
Thank you for taking the time to share your feedback with us. We are sorry to hear that your experience did not meet your expectations.
It's important to take into consideration when purchasing refurbished products, a shorter warranty is to be expected. However, we always make sure to clearly communicate our warranty time frames to our customers when they are purchasing scooters.
When you first reported this issue to us, we suggested some repair shops as a potentially more cost-effective option for you. However, we may have missed any attempts from you to reach out to us since then, and for that, we apologise. We had assumed you'd figured this one out, as we didn't hear from you after our suggestions.
We want to make things right for you, so as you are aware we are currently in the process of getting your scooter back to assess the damage in person and explore potential solutions. We hope that this effort shows our commitment to resolving the issue for you. We can't wait to make things right and provide you with a positive experience.
Thanks again,
Moose
Very good seller
Very good seller, highly recommend, delivery on time well, very good packing. Thanks
1 July 2024
Reply from Moose E-Bikes & E-Scooters
Hi there Chris! Thanks so much for the five stars. You're so welcome! 😊
Reply from Moose E-Bikes & E-Scooters
Hiya Tagore,
We're glad you had a positive experience with us, thanks so much for taking the time to leave this review.
Bryony
Bryony, was excellent answered all questions promptly, and when I decided to purchase a bike it was despatched immediately and I had it the very next day. I would highly recommend this company and Bryony is the best.
4 July 2024
Reply from Moose E-Bikes & E-Scooters
Hey Martyn!
Thank you a bunch for the wonderful feedback. We're thrilled that you had such a great experience.
We can't wait to see you again soon!
Just no waiting on time sweet
4 July 2024
Reply from Moose E-Bikes & E-Scooters
Thanks so much for the five stars Danny!
Reply from Moose E-Bikes & E-Scooters
Hiya Steve,
Thanks so much for taking the time to leave us a 5-star review!
Not helpful at all
26 June 2024
Reply from Moose E-Bikes & E-Scooters
Hello Khuram! Thank you your feedback although we are sorry to hear that you did not find your experience with our customer service team helpful.
When purchasing a refurbished product, we like to make you aware of our warranty policies beforehand. Upon assessing your scooter, our team noticed that it had accumulated a significant amount of miles, which unfortunately exceeded the warranty coverage. The scooter was also unrepairable due to lack of proper maintenance and what appeared to be, mis-use. Therefore, we kindly let you know that we were unable to replace it with a new unit and explained to you why.
We apologise if our customer support did not meet your expectations. However, we did waive the shipping costs for you as a gesture of goodwill and offered to help find a discounted replacement so that you would not be without a scooter.
We feel that our team remained both understanding and apologetic throughout the process and we can only express our sincerest apologies that you do not feel the same and, of course, that the outcome was not what you had hoped for.
We hope to have the opportunity to make it up to you in the future!
Kind regards,
Moose
I recently had an excellent experience…
I recently had an excellent experience with Bryony from moose service team. She was prompt, friendly, and extremely helpful in resolving my issue. Her professionalism and attention to detail made the process smooth and stress-free. Highly recommend!
20 June 2024
Unprompted review
I ordered the wrong components
I ordered the wrong components, but moose accepted the returned item and a full refund was provided.
Very good customer services, thanks
5 June 2024
Reply from Moose E-Bikes & E-Scooters
Hiya David!
We understand mistakes happen so we're glad we got this sorted for you to your standard!
We hope to see you again in the future. 😊
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.