PUCKIPUPPY BIKES

Dear David, Thank you for taking the time to share your experience. We're truly sorry to hear that you were disappointed with both the product and the support you received. We understand how frustrating it can be when a bike doesn't meet your expectations, especially when it was intended as a birthday gift. We also regret that you felt your concerns were not addressed in the way you expected. Regarding the product features, we strive to provide accurate specifications for every model so customers can choose the bike that best fits their riding needs. We appreciate your feedback about the product description and comparison page, and we will share your comments with our team as we continually work to improve the clarity of our product information. With respect to exchanges and returns, our team reviews requests based on the terms of our return policy, including the applicable return period. While we understand the bike was presented as a gift after delivery, our policies are calculated from the delivery date. That said, our goal is always to find a fair and reasonable solution whenever possible. We're also sorry to hear about your concerns regarding the parts and your customer service experience. This is not the level of service we aim to provide. If there are any unresolved technical issues or missing follow-up regarding replacement parts, we'd be happy to review them again. Please reply to your existing support email or provide us with your order number so our customer care team can perform another review of your case. We value your feedback and remain committed to resolving your concerns as fairly as possible. Sincerely, Puckipuppy

Dear John, Thank you for taking the time to share your feedback, and we’re sorry to hear about your experience. We understand your concerns regarding the bike’s weight and performance. Our e-bikes are built with a reinforced frame and motor system, which can make them feel heavier than traditional bicycles, but they are designed to support stability, durability, and load capacity. Regarding the electrical issue after exposure to rain, while the bike is designed to handle light weather and road splashes, prolonged or heavy rain exposure can sometimes affect electrical components if water enters sensitive areas. We recommend avoiding riding in heavy rain and ensuring all connectors are fully secured and dry after any wet conditions. We’re also happy to help you troubleshoot your current issue to see if there’s a possible recovery or replacement of affected parts. We’re sorry to hear the bike has not met your expectations after 16 months of use. Even outside of the standard warranty period, our support team can still assist with technical guidance and available repair options to help get you back on the road. Please reach out to our customer support with your order details, and we’ll do our best to help. Sincerely, Puckipuppy

Dear Victor, Thank you for your feedback, and we’re sorry for the frustration this situation caused. We understand that accidental purchases can happen, and we regret the inconvenience this order created. After reviewing your request, we would like to clarify that a full restocking fee was not applied in this case. As outlined in our policy, only a 5% card processing fee was deducted to cover non-refundable payment processing costs charged by the payment provider. This fee is standard for refund transactions and is waived if an exchange is selected instead of a refund. We understand this may still feel disappointing, especially when the purchase was not intended, and we truly appreciate your understanding. Your feedback is important, and we will continue working to make our ordering experience clearer and more user-friendly. If you need any further assistance, our support team is always here to help. Sincerely, Puckipuppy

Dear Lance, Thank you for sharing your feedback. We sincerely apologize for the frustration you've experienced. Regarding the brake cable routing, it is possible that the cable may have shifted during shipping or assembly. In most cases, this can be corrected by rerouting the brake line to the proper position. Our technical support team is always available to provide detailed guidance, photos, or video instructions to help resolve the issue quickly. We also understand your concerns about our support channels. While our phone team can assist with general inquiries, technical troubleshooting for e-bikes often requires photos or videos so our technicians can accurately diagnose the issue and provide the correct solution. This is why many technical cases are handled through email, allowing our specialists to review the details thoroughly and maintain a complete service record. We value every customer's feedback and continuously work to improve both our products and customer support experience. If your issue has not yet been resolved, please contact our support team with photos or a short video of the brake line routing, and we will be happy to assist you further. Thank you for giving us the opportunity to make this right. Sincerely, Puckipuppy

Dear Wyatt, Thank you for taking the time to share your feedback. We're glad to hear that you find the bikes sturdy and enjoyable to ride, but we're truly sorry to learn about your concerns regarding the battery performance and the frustration this experience has caused. We would like to clarify that our intention has never been to ask customers to purchase replacement parts when a product may be covered under warranty. Battery range can vary due to factors such as rider weight, terrain, assist level, speed, weather conditions, and tire pressure, which is why our support team may ask a few troubleshooting questions to better understand the situation. However, if the battery is confirmed to have a manufacturing defect, we will absolutely honor our warranty and provide the appropriate solution. Your case is still being actively handled by our support team, and we remain committed to working with you until the issue is resolved. We appreciate your patience throughout this process and sincerely apologize if any of our previous communication gave you a different impression. Customer satisfaction is very important to us, and we stand behind our products. We look forward to resolving this matter for you as quickly as possible and restoring your confidence in our brand. Sincerely, Puckipuppy