Dear Tod,
Thank you for sharing your feedback regarding your experience with the tricycle from Viribus Bikes.
We are truly sorry to hear that you encountered such a frustrating assembly process and faced multiple issues with the bike. We value every customer's opinion and take your concerns seriously.
After carefully investigating your case, we have issued a full refund. Please check if you received it. Your feelings have always been our top priority.
Should you need any further assistance, please feel free to contact us again.
Best regards,
Viribus Customer Support Team
Dear Leslie,
Thank you for bringing your concerns to our attention. At Viribus, we deeply value customer trust and are committed to addressing your questions transparently.
Key Clarifications:
1. Authorized European Sales:
• Viribus officially authorizes select models to be sold in Europe via platforms like Amazon/eBay.
• These products undergo identical quality controls as those on our US site.
2. Warranty & Support:
• Third-party purchases follow the platform’s warranty policy, BUT:
• Our team can also provide direct troubleshooting support regardless of purchase channel, if you encounter any issues with your bike.
3. Serial Number Explanation:
• It is true that not every Viribus bike has a serial number, as different suppliers supply different models.
• Authenticity alternatives:
✓ Email us the order number and a picture of the product you received, as well as the labels on the package, and we will provide further assistance.
Viribus has zero tolerance for counterfeits. Your vigilance helps us protect all customers.
Best regards,
Viribus Customer Support Team
Dear David,
Thank you for bringing this to our attention.
We’ve reviewed our bike listing and confirmed that it does include details about tire width and diameter. However, if you feel there’s additional information that would be helpful for experienced cyclists, please let us know exactly what you ’d like to see. We’re happy to add it.
Feel free to contact us at [email protected] for further inquiries.
Best regards,
Viribus Customer Support Team
Dear Lori,
Thank you for sharing your feedback about your trike. We sincerely apologize for the frustration and concern this has caused. Your safety and satisfaction are our top priorities, so we’ve carefully reviewed your comments and the trike’s design.
After a thorough inspection, we can confirm that the trike’s structure is intact (no bending or damage) and functions as intended. However, we understand that first-time riders of adult trikes often notice a slight pulling sensation during initial use. Unlike bicycles, trikes have a unique three-wheeled balance system that can feel unfamiliar, especially when turning or adjusting to the handling. This sensation typically diminishes with practice as riders grow accustomed to the trike’s dynamics.
To help improve your experience:
1️⃣ Practice in a safe, open area to build confidence in steering and weight distribution.
2️⃣ Check tire pressure—uneven inflation can amplify handling quirks.
3️⃣ Explore YouTube tutorials (e.g., search “how to ride an adult trike”) for tips on posture, turning, and control.
If the pulling persists or you have further concerns, please contact us immediately at [[email protected]]. We’re happy to schedule a video call to assess the trike in real time or arrange additional support.
We truly want you to enjoy your trike and appreciate your patience as you adapt to it. Please don’t hesitate to reach out—we’re here to help!
Best regards,
Viribus Customer Support Team
Hi Sandy,
We are sorry to know that you have issues adjusting the seat height. The folding series you ordered is suitable for riders from 5'1" to 6' tall. We also had a smaller model that might be suitable for you.
Our representative has reached out to your email. Please get back to us at your convenience, and we will be happy to provide further assistance.
Best regards,
Viribus Customer Support Team
Dear Gregory,
We are really sorry to hear what has happened and do apologize for the inconvenience caused.
Per checking the records, we noticed that your bike was ordered two years ago, the warranty of which has expired. However, we would still like to help you with our best efforts.
Please send us a picture of the broken part to our email at [email protected], and we will prioritize checking the inventory of the needed part and arrange a shipment to you promptly.
Thank you for giving us the opportunity to make this right. Your satisfaction is our top priority, and we sincerely hope to restore your confidence in Viribus.
Best regards,
Viribus Customer Support Team
Dear Kevin,
Thank you for taking the time to share your concerns with us. We’re truly sorry to hear about the challenges you faced with your bike purchase and the frustration caused by your experience with our customer service team. Your feedback is incredibly important to us, and we’re committed to addressing this directly.
First, please accept our sincerest apologies for the inconvenience and dissatisfaction you’ve encountered. It’s clear this did not meet the standards we strive to uphold, and we take full responsibility for falling short in this instance.
After further checking with the third-party, we were informed that the item you ordered was refurbished. It may have suffered from some cosmetic damage but should be functional. They had a professional repair team in Ontario California and would fully inspect and test the functions of every secondhand model, determining if it was good for a resale.
To resolve the issues you are having, we’d like to offer a full reimbursement for the brake system replacement you paid for. Please share the receipt or proof of payment, and we’ll ask the third-party to process this immediately.
Additionally, we’ll investigate the third-party reseller’s practices and review our quality assurance processes to prevent similar issues in the future.
We understand this experience has impacted your trust in our brand, and we’re determined to earn it back. Please reply to our email [email protected] to coordinate the next steps. We’ll prioritize resolving this promptly and professionally.
Thank you for giving us the opportunity to make this right. Your satisfaction is our top priority, and we sincerely hope to restore your confidence in Viribus.
Best regards,
Viribus Customer Support Team
Dear Aline,
Thank you for reaching out to us and sharing your concerns about the condition of your bike. We are truly sorry to hear that you are experiencing issues with the bent frame, which is preventing you from enjoying your ride. We understand how frustrating this must be for you, and we want to assure you that we are here to help.
Firstly, we want to address the issue of the bent frame. It is our priority to ensure that you receive a product that meets our high standards of quality and safety. We will immediately look into this matter and take the necessary steps to resolve it. Our team will contact you to discuss the best course of action, whether it involves repairing the frame or providing a replacement, to ensure that you can use your bike without any issues. It would be much appreciated if you could send us some pictures of the bent frame.
Once again, we apologize for any inconvenience this may have caused and thank you for bringing this to our attention. We look forward to resolving this issue with you and ensuring that you have a positive experience with our product.
Best regards,
Viribus Customer Support Team
Hello,
Thank you for taking the time to share your feedback with us. We are truly sorry to hear that your experience with our bike did not meet your expectations, and we sincerely apologize for any inconvenience this may have caused.
We understand your concerns regarding the appearance of the bike and the condition of the packaging. It is important to us that our customers receive products that not only meet but exceed their expectations in terms of quality and presentation.
Regarding the cords being zip-tied to the frame, we appreciate your feedback and will look into improving the assembly process to ensure a more polished appearance. As for the packaging, we are disappointed to hear that it was sun-bleached and the foam was brittle. This is not the standard we aim for, and we will investigate this matter to prevent such occurrences in the future.
We take your request for a refund very seriously. Our team will reach out to you shortly to discuss the next steps and to ensure that your issue is resolved promptly and to your satisfaction. We value your business and are committed to making this right.
Once again, we apologize for any disappointment you have experienced and thank you for bringing this to our attention. We are dedicated to improving our products and services based on customer feedback.
Best regards,
Viribus Customer Support Team
Hello,
I hope this message finds you well.
We are deeply sorry to hear that the assembly process and the brakes have not met your expectations. We strive to provide our customers with high-quality products and a seamless experience, and it is clear that we have fallen short in this instance.
Please refer to the assembly videos we provided and see if they can fix the issues you are having.
https://viribusbikes.com/pages/assembly-assistant
Regarding the brake issue, we listed adjusting videos for the different types of brakes and hope that they are helpful.
Disc brake: https://www.youtube.com/watch?v=7KAmoOWimRY
V-brake: https://youtu.be/_gZSvLxsAQM
C-brake: https://www.youtube.com/watch?v=45llr44Pu9g
Band brake: https://youtu.be/_tCcjuHEj84
We value your business and are dedicated to making this right. If your issues have not been resolved after trying the above videos, we would like to arrange for a technician to contact you to discuss the assembly process and provide guidance or, if you prefer, to schedule an appointment for a professional assembly service.
In this case, please email your order number and contact info to [email protected], and we will try our best to assist you.
We sincerely apologize for any trouble this has caused and appreciate your patience as we work to resolve these issues.
Thank you for bringing this to our attention, and we look forward to the opportunity to restore your confidence in our brand.
Best regards,
Viribus Customer Service Team
Hi Constance,
We are sorry to know that the trike you received is damaged. We will surely forward this issue to the QC team and ask for better packaging.
Please send emails to [email protected] or call us at +1 (320) 377-3106 to provide more details for diagnoses, we will surely send you any needed replacement parts or help you return for a full refund/ replacement under warranty.
Your understanding on this matter is highly appreciated, and we look forward to receiving your email.
Best regards,
Viribus Customer Service Team
Dear S Parnell,
We are sorry to hear that you are having difficulties in assembling the bikes. You can reach out to [email protected] or call us at +1 (320) 377-3106 to acquire more timely responses.
We have received your feedback on the existing assembly videos and instructions and will sort out to update them as soon as possible. In the meantime, we are also building up the Help Center on our site, which, hopefully, will bring more insights to our customers.
As for the malfunctions you mentioned, it would be better if you could give us more details for diagnoses, we will surely send you any needed replacement parts under warranty.
Your understanding on this matter is highly appreciated, and we look forward to receiving your email.
Best regards,
Viribus Customer Service Team
Dear George,
We sincerely apologize for not being helpful and will actively improve our customer service.
Unfortunately, we are unable to provide a charger for a discontinued unit. However, we have noticed the existence of such requests and are planning to sell more useful accessories including chargers and batteries shortly.
In light of this situation, we would like to offer you a discount on your new purchase, if you are interested in placing a new order. Your satisfaction and comfort are always our top priorities.
We appreciate your understanding and continued support. Please let us know if this alternative meets your needs.
Looking forward to your reply.
Best regards,
Viribus Customer Service Team
Dear Arfon,
We're sorry to hear about the issue you encountered with the product you received. Your feedback is crucial to us, and we sincerely apologize for the inconvenience and disappointment this has caused.
We take product quality and customer satisfaction very seriously, and we are committed to resolving this matter promptly. Could you please contact us with your order details via email at [email protected]. Alternatively, you can contact us through our website chat or call us directly at +1 (320) 377-3106. Thank you in advance.
We appreciate your cooperation, and we will move forward accordingly upon receiving your response.
Best regards,
Viribus Customer Service Team
