Hi Christine,
Thanks for your purchase. Delivery usually takes about 5 to 7 business days. We are sorry to know that you have not received your order. Could you please email us your email or order number? We will prioritize it and give you an immediate update.
If it is lost by any chance, we will be happy to send you a replacement unit after confirmation.
Your kind reply is highly appreciated.
Best regards,
Viribus Customer Support Team
Hi Patricia,
We are sorry to know that you have problems installing the bike. Unfortunately, we are unable to send out a pre-assembled product due to the limitations of the package size.
We do have several tutorial videos to help you set up the bike. Please visit the following website for a digital manual and an instructional video:
https://viribusbikes.com/pages/assembly-assistant
If you need further assistance, please send an email to [email protected] or call us at +1 (320) 377-3106. We will be happy to help.
Best regards,
Viribus Customer Support Team
Dear Holly,
We are truly sorry to hear that your e-bike has been experiencing so many issues—it's clear that this hasn't been the experience you were hoping for, and we want to sincerely apologize for the disappointment and frustration this has caused.
Your feedback is incredibly important to us, and we want to assure you that we're taking this matter seriously. Your satisfaction is our top priority.
Our customer support team will reach out to you later and provide assistance in resolving the issues you are having.
Thank you for giving us the opportunity to address this situation. I truly appreciate your patience as we work together to resolve these issues.
Best regards,
Viribus Customer Support Team
Dear Sonya,
We're truly sorry to hear that your recent purchase hasn't lived up to your expectations. After carefully reviewing your case, we wanted to sincerely apologize for the experience you've had.
Upon further examination, it appears that the reasons for your return, the color not meeting your preference and the tightness of the main frame screws, are unfortunately not included in our Worry-Free Purchase (Seel Protection) policy.
Our policy covers the following scenarios:
1. Lost in-transit
2. Item damaged in transit
3. Package stolen or missing after delivery
4. Shipment significantly delayed (Domestic: 30+ days delay; International: 60+ days delay)
However, we understand how crucial it is for the product to meet your needs and are willing to make an exception for you. Kindly note that your order has been fully refunded. If you need further assistance, please get back to us again.
Thank you for giving us the opportunity to make this right.
Sincerely,
Viribus Customer Support Team
Dear Nya,
We are writing to personally apologize for the unacceptable experience you’ve had with your trike purchase and our customer service. The issues you described—missing fenders, incorrect color, damaged components, unclear instructions, and failed callbacks—are completely contrary to our standards. Please know we take full responsibility, and we are here to ensure this is resolved fairly and immediately.
Could you please reply to us with your order number or contact email? We will reinvestigate your case and offer a satisfactory solution that is up to your expectations. If you still prefer a callback, please do not forget to tell us, and we will arrange it for you accordingly.
Deeply sorry again for this experience. We’ll make it right.
Sincerely,
Viribus Customer Support Team
Dear Mik,
We are deeply sorry for the frustration and inconvenience you experienced with your order and our customer service. It is unacceptable that you did not receive the correct item and that our team engaged in unproductive arguments instead of resolving your concern. We take full responsibility for this failure and sincerely apologize for the disappointment this has caused. This is not the standard Viribus stands for, and we are committed to making things right immediately.
Further checking, our support team has already issued a full refund to your account. Please check if you received it, and feel free to email us if you have any other questions.
We value your trust and thank you for giving us the opportunity to restore it.
Best regards,
Viribus Customer Support Team
