Qronge

Hi Michele, We’re sorry to hear about the issue with your e-bike, and we completely understand your concern, especially when it involves the safety of your son. We’re relieved to know that he was not injured. We take reports like this very seriously. Our support team has been in contact with you to better understand what happened and to review the condition of the damaged rear fender and bracket. We are committed to working with you to provide a proper solution and make sure the issue is addressed as quickly as possible. While our bikes are designed and tested for regular riding conditions, unexpected damage can sometimes occur during use or from specific impacts. We appreciate you bringing this to our attention, as customer feedback helps us continue improving our products and quality control. We look forward to resolving this matter with you and hope to restore your confidence in our brand. — The Qronge Team

Hi Danh, We're sorry to hear that you feel this way and appreciate you taking the time to share your experience. We sincerely apologize if your order arrived with missing or damaged parts. In such cases, our standard procedure is to provide replacement parts under warranty after confirming the issue. If there were any delays, they were due to the time required for replacement parts to become available and be shipped. Regarding the water exposure, while our e-bikes are designed to withstand normal riding conditions and light splashes, they are not intended to be left in heavy rain or exposed to excessive water for extended periods. Water ingress can affect electrical components, which is why we asked to troubleshoot the display first before identifying the root cause and providing the appropriate solution. We also understand that the delivery time did not meet your expectations. While we always strive to dispatch orders as quickly as possible, the final transit time is determined by the shipping carrier and may occasionally be affected by circumstances beyond our control. Our team remains committed to resolving legitimate after-sales issues. If you are still experiencing problems with your bike, please continue working with our support team via email so we can complete the diagnosis and provide the most appropriate warranty solution. We appreciate your patience and the opportunity to make things right. — The Qronge Team

Hi Jacqueline, Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and understand how disappointing it must have been, especially since the bike was intended as a birthday gift. Receiving a shipment with missing parts and cosmetic damage is not the experience we want for any customer. We also sincerely apologize that the replacement shipment did not contain the correct components, which further delayed resolving the issue. While replacement parts are sometimes shipped separately from different warehouses, sending incorrect parts is not our standard, and we understand the frustration this caused. Our team has been working to identify the correct replacement parts and arrange a proper solution as quickly as possible. We understand that the waiting time has been much longer than expected, and we sincerely regret the inconvenience this has caused to you and your family. We value every customer's feedback because it helps us improve our quality control and fulfillment processes. If your case has not yet been fully resolved, we encourage you to continue communicating with our support team. We remain committed to providing the correct parts and following your case through until it is properly resolved. Thank you again for bringing this to our attention, and we appreciate the opportunity to make things right. — The Qronge Team

Hi Dorothy, We're sorry to hear that the bike did not meet your expectations, and we'd like to clarify several points for the benefit of other customers reading this review. First, regarding the additional $35 mentioned for "white glove service," this fee was not charged or collected by us. Our order records do not show any such service purchased through our website. Under normal circumstances, standard delivery to the shipping address provided by the customer does not require any additional payment. If a carrier or third party requested an unexpected fee without your prior authorization, we encourage customers to report it to the delivery provider, and we are always happy to assist with investigating the situation. Regarding the condition of the package, we do not sell used or refurbished bikes as new. Every bike is shipped brand new from our warehouse. During our email communication, the return request was not based on a product quality issue or shipping damage. Instead, the primary reason provided for the return was that the bike's size was not suitable. The product dimensions are clearly listed on our product page so customers can review them before purchasing. We would also like to clarify the return costs mentioned. The $1,690 referenced was not the price of a single e-bike. The order included two e-bikes, two spare batteries, and promotional accessories. As a result, most of the nearly $700 deducted consisted of return freight charged by the shipping carriers, particularly for lithium batteries and large e-bike packages. These transportation charges are paid directly to the logistics providers—we do not profit from them. The remaining deduction was applied in accordance with our published return policy because one of the e-bikes had already been assembled and used, making it ineligible for resale as a new product. Before processing the return, we provided a detailed breakdown of every applicable fee via email, and the costs were fully explained in advance. Finally, we want to reassure future customers that we do not charge customers for returning products that are confirmed to have manufacturing defects or quality issues. When a verified product issue exists, we take responsibility and resolve it under our warranty and after-sales policies. We appreciate all customer feedback, and we remain committed to transparent communication and fair service. If any customer has questions about sizing, shipping, or our return policy before placing an order, our support team is always happy to help. — The Qronge Team

Hi Tilly, Thank you for sharing your feedback. We are sorry to read about your experience. However, after reviewing our records, we have been unable to locate any order or previous support communication that matches the details provided in your review. In addition, Qronge specializes in e-bikes, and the product described in your review does not appear to match any item we currently sell. If this review is intended for Qronge, we kindly ask you to contact our customer support team with your order number or the email address used for the purchase so that we can verify the order and investigate the issue promptly. If there has been a mix-up with another retailer, we hope you are able to reach the correct seller and receive a satisfactory resolution. We are committed to providing quality products and responsive customer support, and we are always happy to assist verified customers with any product or order-related concerns. — The Qronge Team

Hi Apolline, Thank you for taking the time to share your feedback. We are sorry to hear that you were disappointed with your delivery experience. We would like to clarify a few points for future customers. The majority of Qronge orders are shipped from our U.S. warehouses. For in-stock products, we clearly state that orders are dispatched within two business days, while pre-order models display their estimated shipping dates on the product page before purchase. Once an order has been dispatched, the delivery time and tracking updates are managed by the shipping carrier and are unfortunately outside of our direct control. While we always strive to ship orders as promised, transit times may occasionally be affected by the carrier's operations, weather conditions, or other unforeseen logistical factors. After reviewing our records, we are unable to verify the circumstances described in your review. If this review relates to a Qronge order, we encourage you to contact our support team with your order number so we can investigate your shipment and provide any available assistance. We remain committed to transparent communication and timely order processing, and we appreciate all customer feedback as we continue improving our service. — The Qronge Team

Hi George, We are sorry to read about your experience. However, after reviewing the details of your review, we were unable to match it with any order or support case in our system. We would also like to clarify that Qronge primarily sells electric bikes in the U.S. market, and we do not currently offer products priced at £45 or sell directly in the UK. Based on the information provided, it appears that this review may not relate to a purchase from our company. If this review was posted in error or if you believe you did purchase from Qronge, we encourage you to contact us with your order number or the email address used for the purchase. We will be happy to investigate the matter thoroughly. At Qronge, if a shipment is genuinely lost during transit, we work closely with the carrier to investigate and assist our customers in reaching a fair resolution. We take every legitimate order and customer concern seriously and never dismiss verified shipping issues. We remain committed to providing responsible customer support and appreciate the opportunity to clarify the facts for future customers. — The Qronge Team