A Persistent Disappointment and Failing Customer Service
I purchased a Carqon cargo bike expecting a premium product that was both reliable and durable – exactly as Carqon markets itself. Unfortunately, my experience has been riddled with disappointment, poor customer service, and unacceptable handling of my case.
My bike began showing signs of a faulty front fork after about a year of use. On the advice of a professional bike mechanic, who deemed the bike unsafe to ride, I have been without a functional cargo bike since June 4, 2024. On that same day, I contacted Carqon’s customer service for the first time.
Extremely slow case handling
It took Carqon almost two months to respond to my initial inquiry – their reply came on July 24, 2024. Such a delay is entirely unacceptable for a company claiming to deliver a premium product. Since then, the case has dragged on for months, with countless emails exchanged. Regardless of how I approach them, I only receive generic responses with no real solutions. Reaching them by phone has proven impossible, despite numerous attempts.
Unpaid refund and broken promises
On September 19, Carqon finally agreed to send me a new front fork and instructed me to have it replaced at a local bike shop. The fork was replaced on November 3, and I sent the invoice to Carqon the same day. However, on November 14, I was informed that my bike had been recalled due to issues with the steering mechanism, and Carqon promised to reimburse my expenses by the end of November.
By November 25 – still without the promised refund – I contacted them again. As usual, I was met with a generic response stating that my case had been forwarded to another department. Despite repeated follow-ups, I have yet to receive the refund or any clear answers on when to expect it. At this point, recovering the money Carqon owes me seems nearly impossible.
Significant consequences for our family
As a family with two children, we depend on our Carqon cargo bike as our primary means of transportation. Without a functional bike since June, we have faced significant logistical challenges in our daily lives and been forced to find alternative transportation solutions that are often more expensive and far less convenient.
A warning to others
Carqon’s handling of this case has been both disappointing and frustrating. They have demonstrated a complete lack of responsibility, communication, and respect for their customers. I expect Carqon to immediately take responsibility, refund my expenses, and provide appropriate compensation for the inconvenience they have caused my family and me. Furthermore, I expect a written apology for the unacceptable service.
Based on my experience, I strongly advise against purchasing a Carqon cargo bike. Both the product quality and the company’s customer service fall far short of their promises and even the most basic standards of decent treatment.