I had very nice experience with buying fatbike cross boss v20 in Amersfoort. Ralph helped us to get the best model according to our demandings, he prepared bike, color and showed us everything abou... See more
Company replied
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
I went in to buy an electric bike and had the pleasure of meeting one of the most helpful and dedicated salespeople I’ve ever encountered. He patiently answered all of my questions and made sure I... See more
Company replied
I went to get myself a family bike and the transactions went really well. Curtley was a nice person to respond to all my questions regarding payment options, servicing as well as making it easy for me... See more
Company replied
Bought scooter in April, dropped off scooter, display not working, called again. I was supposed to bring the scooter back, I said the scooter is new so you come pick it up yourselves, came to pick up... See more
Company replied
Company details
About La Souris
Written by the company
LA SOURIS 🛵⚡🌿
RIDE THE TREND 🚀
★ Specialist in e-bikes, fatbikes, scooters, scootmobilen, e-steps & brommobielen
★ 30+ winkels in Nederland en België
Volg ons op Social Media
Instagram | Facebook | TikTok | YouTube
ABOUT US
Waarom zou je genoegen nemen met standaardvervoer als je kunt kiezen voor stijl en innovatie?" Met die gedachte begon La Souris, nu de grootste aanbieder van Light Electric Vehicles in Nederland en België. Van moderne scooters tot krachtige fatbikes en elektrische steps – bij ons vind je het allemaal!
Wat ons uniek maakt? Onze voertuigen combineren kwaliteit en stijl tegen de beste prijs. Of je nu gaat voor een retro-look of een futuristisch design, La Souris biedt voertuigen die perfect bij jouw levensstijl passen.
Onze klanten waarderen onze uitstekende service, waaronder:
- ✔ Bezorging en de beste service
- ✔ Tot 5 jaar garantie
- ✔ Geassembleerd in Nederland en Europese productie
- ✔ De laagste prijsgarantie
Ontdek waarom duizenden klanten vertrouwen op La Souris. Stap in de toekomst van vervoer. Ride the Trend! 🌍
Contact info
Gildenstraat, 5, 7005BL, Doetinchem, Netherlands
- 085 - 303 33 45
- info@lasourisscooters.nl
- www.lasourisscooters.nl
Back to School Deals
3.7
Average
17k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
A one-month delivery time for a bicycle…
A one-month delivery time for a bicycle is unacceptable. My vacation will be over by week 27, which means I will not be able to use it as planned. This delay has significantly impacted my holiday plans, and I am very disappointed.
6 June 2026
Reply from La Souris
Dear Andrei,
Thank you for your review. We are sorry to hear that the delivery time has impacted your vacation plans and understand your disappointment.
We appreciate that you were expecting to receive your bicycle sooner and understand how frustrating it is when delays affect plans that have already been made.
We would like to assure you that if an earlier delivery slot becomes available, we will contact you immediately and do our best to have your bicycle delivered as soon as possible.
Our apologies for the inconvenience and thank you for your patience.
Kind regards,
Hailey
La Souris
Avoid this company
Avoid this company. I paid for a service that was never delivered. No repair date, no clear communication, and no refund offered. Completely unacceptable!!!
28 May 2026
Unprompted review
Reply from La Souris
Dear,
Thank you for your review. We are sorry to hear about your experience and understand your frustration regarding the lack of a repair appointment and the communication you have received.
We will immediately contact the store involved and request that they schedule your repair as a matter of urgency. Due to the high demand during the peak season, waiting times may unfortunately be longer than usual. However, we will do our best to ensure that your case receives prompt attention and that you are contacted as soon as possible.
We appreciate your feedback and take your concerns seriously. If there is any additional information you would like to share, please feel free to contact us so we can further assist you.
Kind regards,
Hailey
La Souris
Too long for the bike to be ready too…
Too long for the bike to be ready too long to have an appointment too long to get in contact too loony to be deliver back tooooo long
6 June 2026
Reply from La Souris
Dear Customer,
Thank you for taking the time to leave a review. We are sorry to hear that you experienced long waiting times throughout the service process, including scheduling an appointment, getting in touch with our customer service team, having your bike ready, and receiving it back after service.
We understand how frustrating delays can be and recognize the impact this has had on your experience with us. During the high season, we experience a significant increase in demand, which can unfortunately lead to longer waiting times than usual. While this provides some context, we understand that it does not make the inconvenience any less frustrating.
Thank you for sharing your feedback. We take comments like yours seriously and continuously work on improving our processes and capacity to provide a better service experience.
Kind regards,
Nadia
La Souris
personal very friendly .
5 June 2026
Reply from La Souris
Dear,
Thank you for your review. We are happy to hear that you found our staff very friendly. Your positive feedback is greatly appreciated and will be shared with our team.
Kind regards,
Nadia
La Souris
Reply from La Souris
Dear Samer,
Thank you for your review. We are happy to hear that you are satisfied with our service. Your positive feedback is greatly appreciated.
Kind regards,
Hailey
La Souris
Reply from La Souris
Dear James,
Thank you for your review. We are happy to hear that you had a good experience and that your bike was delivered as scheduled. Punctual delivery is an important part of our service, and we are glad we met your expectations in this case.
We hope you enjoy your bike and wish you many safe and pleasant rides.
Kind regards,
Hailey
La Souris
Reply from La Souris
Dear Natalia,
Thank you for your review. We’re happy to hear that you are satisfied with our service and that you were able to pick up your bike on time after ordering. Punctuality and a smooth process are very important to us, so it’s great to know this was your experience.
We hope you enjoy your bike and wish you many safe rides.
Kind regards,
Nadia
La Souris
Terrible customer service.
I complained that La Souris sold me a bike they didn't have in stock promising me 3 weeks delivery 2 months ago.
They respond to my review by adding more time to when I'm supposed to get a bike I don't even want any more. Week 26 now. I paid for this bike APRIL 16!
I sent emails to info@la Souris and I'm being ignored.
This is terrible of them.
1. Sell me a bike they don't even have making me pay 2000 EUR up front.
2. Making me wait over a month before I had to physically go into the Haarlem shop and complain.
3. When I wanted to cancel they offered me a different color bike. I accepted as a compromise on my part as I don't have a bike since I handed my swap bike back the first month.
4. Then the “new” bike (which says 3-10 days) has also not been delivered.
5. When I went into the shop they were annoyed and impatient.
6. I asked for a transport solution of a loan bike and they refused.
7. They are totally ignoring my emails.
I'm disgusted to say the least. It's not a small amount of money and they have literally disrespected me.
It's NOT my problem if they don't have stock. It's theirs.
I want my money back NOW.
“
Antwoord van La Souris
Een uur geleden
Dear,
Thank you for taking the time to share your experience. We are sorry to hear that you are dissatisfied and understand your frustration regarding the delay and communication surrounding your order.
We would like to clarify that delivery times can sometimes be subject to changes due to stock availability and supplier delays. We understand that this does not take away the inconvenience you have experienced.
Regarding your cancellation request, we would like to inform you that no cancellation has been registered in our system so far. In order to process a cancellation, the official cancellation form needs to be completed first.
For faster and direct assistance, we kindly ask you to contact us via WhatsApp or our social media channels. From there, we can support you further and send you the cancellation form so this can be handled properly.
We are here to help you resolve this situation as quickly as possible and appreciate your patience.
Kind regards,
Nadia”
You have not actually helped at all except to tell me how to cancel.
Perhaps advise why I was told 3 weeks till I get my bike.
Then advise as to why you allow shops to sell and take money for stock that’s not even in the country.
Then you could advise why las Souris did it not once but TWICE firstly with the original bike “green” then with the “white” one I agreed to take JUST so that I had a bike.
To date La Souris have let me down twice. Even after I gave you a second chance.
I don’t want excuses. I want explanations. You have 2000 eur of mine. And I have excuses of yours.
Just the fact that you want to charge 250Eur to cancel an order that YOU have messed up on is awful. I expect better.
Don't tell me to do the work when it’s not my mistake !
FYI I have still not had ONE courtesy call from the start form any la Souris representative.
Keep your sorrys. Rather look after your customers than your image online with false apologies.
4 June 2026
Unprompted review
Reply from La Souris
Dear,
Thank you for taking the time to share your experience. We are sorry to hear that you are dissatisfied and understand your frustration regarding the delay and communication surrounding your order.
We would like to clarify that delivery times can sometimes be subject to changes due to stock availability and supplier delays. We understand that this does not take away the inconvenience you have experienced.
Regarding your cancellation request, we would like to inform you that no cancellation has been registered in our system so far. In order to process a cancellation, the official cancellation form needs to be completed first.
For faster and direct assistance, we kindly ask you to contact us via WhatsApp or our social media channels. From there, we can support you further and send you the cancellation form so this can be handled properly.
We are here to help you resolve this situation as quickly as possible and appreciate your patience.
Kind regards,
Nadia
La Souris
extremely disappointed with La Souris
I am extremely disappointed with my experience with La Souris.
I bought a bike from them more than one month ago because I needed reliable transportation to get to work. On the website, the bike was shown as “in stock” and the estimated delivery time was clearly stated as 7–10 days. However, more than a month later, I am still waiting for my bike with no proper solution or clear communication.
The customer service has also been very poor throughout this process. Every time I contact them, I either receive vague answers or no real update about when my bike will actually arrive. It feels like once the payment is made, the customer is simply ignored.
Because of this delay, I have been forced to depend on lifts from other people just to get to work every day, which has been stressful and embarrassing. I bought this bike specifically to avoid situations like this.
If the company knew they could not deliver within the promised timeframe, they should not advertise the product as being in stock or promise delivery within 7–10 days.
Very frustrating experience and highly disappointing service.
4 June 2026
Unprompted review
Reply from La Souris
Dear Jose,
Thank you for taking the time to share your experience. We are sorry to hear that you are disappointed with the delay of your order and the communication surrounding it. We fully understand how frustrating this situation must be, especially since you purchased the bike to ensure reliable transportation for your daily commute.
According to the current planning, your bike is scheduled to be delivered to our store in week 26. We understand that this is later than the timeframe you were initially expecting, and we sincerely apologize for the inconvenience this has caused.
If an earlier delivery slot becomes available, we will of course contact you immediately and do our best to arrange delivery sooner.
We are also sorry to read that our communication has not met your expectations. Your feedback is valuable to us, and we will share it internally so that we can continue improving our service.
Once again, we apologize for the delay and appreciate your patience and understanding. We hope to welcome you soon and ensure you can enjoy your new bike as soon as possible.
Kind regards,
Nadia
La Souris
DO NOT BUY ANYTHING
DO NOT BUY ANYTHING! do not buy from this company. they only have broken promises and long waiting times. if you need a scooter service you loose the scooter for a minimum of 2 a 3 weeks. i can not loose my transportation for that long. ordering parts is also a lengthy process. i ordered parts over a week ago and paid on the same day. they still haven't sent them. gave no feedback when it would arrive. "they will get back to me" only they never do. this is one of the worst companies i have had to do business with lately. its a shame really because when they first started they were good. if you think they are cheaper "they are" however the expense comes later in time and frustration. and i agree with the others here their communication is atrocious. save yourself the headache and frustration and DO NOT BUY!!
26 May 2026
Unprompted review
Reply from La Souris
Dear Kenneth,
Thank you for taking the time to share your experience. We are sorry to hear that you were dissatisfied with our service and communication.
We understand how frustrating it can be to be without your scooter for an extended period, especially when it is your primary means of transportation. We also understand your disappointment regarding the delay in receiving the parts you ordered and the lack of updates you experienced.
Following your review, we have been in contact with the store regarding your situation. We are pleased to inform you that an appointment has now been scheduled for 23 June, and the store has sent you a confirmation email with the details.
We appreciate you bringing this matter to our attention, as it allowed us to follow up internally and help move things forward. We sincerely hope that your upcoming appointment will resolve the outstanding issues to your satisfaction.
If, after your appointment, you feel that you have been assisted appropriately, we would greatly appreciate it if you would consider updating or removing your review to reflect the outcome.
Thank you for your patience and understanding!
Kind regards,
La Souris
The customer service is really bad
The customer service is really bad. They sell some bikes (fatbike in my case) where they are the only providers of this specific bike along with some parts of it (screen, batter etc).
Since my bike screen was stolen, I could only order a screen from la souris. I did and paid this expensive screen because I had no option. It wasn't in stock so I needed to wait because they told me it could take some weeks.
After couple of months I checked in again, asking whats the status of the screen that I ordered and got the same answer "Its not in stock, check in a few weeks". Then I wanted to deliver a complaint since I paid already, I don't have a bike and they are the only option in the market. The response was "You cannot complain, I already told you check in in some weeks. its a preorder, you have to wait". Also rude tone and zero understanding.
2 June 2026
Unprompted review
Reply from La Souris
Dear Angelos,
Thank you for sharing your experience. We are sorry to hear that this situation has caused you so much frustration.
We understand how inconvenient it is when a necessary part such as a screen is not immediately available, especially when you depend on your bike. Unfortunately, some parts are supplied through pre-orders and delays in availability can sometimes occur beyond our direct control. Nevertheless, we understand that the long waiting time and lack of clear updates have negatively affected your experience.
We also regret to hear that you experienced the communication as unfriendly or lacking understanding. That is not the level of customer service we aim to provide.
We will internally discuss your feedback regarding both the communication and the handling of your order to see how we can improve this process moving forward.
Kind regards,
Hailey
La Souris
I ordered a fatbike from the La Souris…
I ordered a fatbike from the La Souris store in Eindhoven on April 25th (Order #812180). At the time of payment, I was promised that delivery would take a maximum of 2 weeks.
Instead, I experienced a series of broken promises:
First, I received an email stating it would be ready by week 21.
Then, another email pushed it to week 22.
After a phone call, I was assured I would have the bike by the last Saturday of May, but that deadline was also missed.
After 6 weeks of waiting and having to spend 30 minutes on hold just to get a status update, I was finally told the bike was in the store. The communication with customers is incredibly poor and unreliable. I am deeply disappointed by the lack of professionalism and the fact that I had to constantly chase them to get the truth about my own order. I would not recommend shopping here due to their complete disregard for delivery timelines and poor customer care.
1 June 2026
Unprompted review
Reply from La Souris
Dear Taner,
Thank you for your review. We are sorry to hear that you experienced the communication and delivery process this way. We understand that the changing delivery updates have caused frustration.
Your order is currently being prepared and made ready for pickup in the store. As soon as everything is completed and your fatbike is ready to be collected, the store will contact you directly. We are doing our best to finalize this as quickly as possible.
We would also like to apologize for the lack of clear communication and the long waiting times when trying to contact us by phone. We take your feedback seriously and continue working on improving our communication and service.
Kind regards,
Nadia
La Souris
Rinck the best delivery guy
Rinck the best delivery guy, super nice and on time.
1 June 2026
Unprompted review
Reply from La Souris
Dear Piotr,
Thanks for your great review! We’re glad to hear that Rinck provided excellent service and delivered your order on time. We’ll make sure to pass your compliments on to him. 👍
Kind regards,
Hailey
La Souris
I just love the bike, but I was not told before that I will have to pay for more things than the price of the bike.
You should also place every price for both the bike and any other service or option online, so that customers should be aware before deciding to buy.
28 May 2026
Reply from La Souris
Dear James,
Thank you for your review, and we’re glad to hear that you like the bike.
We understand that it is frustrating to find out afterwards that there may be additional costs or optional services that were not fully clear beforehand. It is of course important that customers can make a well-informed decision before purchasing.
We take your feedback regarding pricing transparency and clear communication of any extra costs or services seriously and will use it to further improve our information provided to customers.
Kind regards,
Nadia
La Souris
Guy was very nice and helped more than…
Guy was very nice and helped more than one person at a time walli was great.
30 May 2026
Reply from La Souris
Beste,
Dankjewel voor je review! Fijn om te horen dat Guy en Walli je zo goed hebben geholpen, ook toen het druk was. We geven je compliment zeker aan hen door. 😊
Met vriendelijke groet,
Hailey
La Souris
I visited the shop to buy a fat bike…
I visited the shop to buy a fat bike and had a great experience. The staff was incredibly helpful, friendly, and took the time to answer all my questions. The store looks amazing, and the buying process was smooth. Highly recommend visiting them!
28 May 2026
Reply from La Souris
Dear,
Thank you for your wonderful review and recommendation!
We’re very happy to hear that you had such a great experience in our store. We always aim to provide helpful and friendly service and take the time to answer all questions as best as we can. Great to hear that this was reflected during your visit.
We wish you lots of fun with your fatbike and hope to see you again at La Souris!
Kind regards,
Nadia
La Souris
I will say I forget his name
I will say I forget his name, but please his such a good guy with the best way of how he does it, perfect person with best intentions! Check my time of buying the bike and you will know who I mean
28 May 2026
Reply from La Souris
Dear Yassin,
Thank you so much for your kind review! We’re very happy to hear that you had such a positive experience with one of our team members. Your words truly mean a lot to us, and we will make sure your compliment reaches the right colleague based on the purchase time of your bike.
Enjoy your bike and thank you for choosing La Souris!
Kind regards,
Hailey
La Souris
Stated delivery timeframe not met and received a call trying to upsell me stuff I didn't want
Your website stated delivery within 3 to 10 days but shortly after ordering I received a message stating that delivery within that timeframe would not be possible. Furthermore, after placing the order you called me, not to apologize for the delay but to try and upsell a whole load of things I did not want !?
26 May 2026
Reply from La Souris
Dear Jude,
Thank you for your review. We are sorry to hear that the originally communicated delivery timeframe could not be met and that this has caused disappointment. Our apologies for the inconvenience.
We can see that your order is currently scheduled for delivery next week. We understand that delays are frustrating, especially when expectations were different at the time of ordering.
We also regret that our phone call came across as unwanted upselling. Your feedback is appreciated and will be shared internally to improve our customer experience.
Kind regards,
Hailey
La Souris
I don't trust this company anymore
They sell 8x Onderhoud (maintenance cost 355 euro) but denhaag don't have technician to fix your bike. They're service sucks really sucks.
27 May 2026
Unprompted review
Reply from La Souris
Dear Carlo,
Thank you for your review. We are sorry to hear that you are not satisfied with the service and maintenance process. Our apologies for the inconvenience you have experienced.
Due to the busy high season, waiting times are unfortunately longer than usual. We sincerely apologize for this.
We can see that you have submitted a request for our Leiden store. We will contact the store with the request to schedule you as soon as possible, so your bike can be checked promptly.
Once again, our apologies for the inconvenience and thank you for your feedback.
Kind regards,
Hailey
La Souris
Bar unbelievably exceptional delivery…
Bar unbelievably exceptional delivery personnel she explained everything in detail for me and I am happy with my order.
26 May 2026
Unprompted review
Reply from La Souris
Dear,
Thank you for your kind review! 😊 Great to hear that our delivery staff explained everything clearly and that you are happy with your order. Enjoy it and thank you for your trust in us!
Kind regards,
Hailey
La Souris
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.
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.