5 Customer Reviews
Review from Todd W
1 star02/26/2024
Ordered a bike online. Buyer beware, they will try and deliver it during the work week. You won't have any options but to be home to sign for it because **************** requires signature. Then they ship it back and charge you for shipping. I called the shipping company per instructions and there were no options. I call City Bikes and they said they were going to charge me and wouldnt offer any other options. I can't imagine I'm the first person with this issue.
City Grounds Response
02/27/2024
Hi ****,
We appreciate your feedback.
We wish there was something further we can offer in the situation. Currently we list the signature requirement at check out and include it in our policy page as well. We force the inclusion on this as a bicycles boxes are easy targets for porch pirating and understand that they can be in demand for theft in general. In the event a bicycle package is reported as delivered but not on location, there would be no form of reimbursement able to be provided to both us or the customer as package delivery would be seen as correctly completed. The requirement of signature is a safety precaution to ensure you rightfully receive your product as agreed upon by purchase. We acknowledge this can be an inconvenience for some many but given price of products and security, we are left with little option.There may be some confusion as we are not going to be charging anything additional. Once received back to warehouse, we will be issuing a refund less the shipping costs accrued during transit.
We provide competitive discounts on products and shipping rates but are unable to factor in additional services outside of the delivery agreed upon through checkout. As three delivery attempts were performed and no request was made to have the package held at local shipping facility, the failure in delivery falls upon yourself. For this reason, we are unable to cover the shipping expenses accrued and will deduct them from the reimbursement.
If you wish to still receive a reshipment on product, you will require to replace the order all together.
We hope this at least sheds some light to policies listed on our site and expressed over phone call to customer support.
Review from Christopher S
1 star02/01/2024
I recently purchased a Big Ripper ********************* 29in. Frame and fork are perfect. Shipping was ok. Stem has dent like it was dropped before install. Bottom bracket was over tightened and rear hub was over tightened. Because of this I will completely avoid and not recommend SE bikes.Review from Alexander O
1 star10/19/2023
My Disastrous Experience with CityGrounds I want to warn you about my purchase of an ebike from CityGrounds, as I am extremely disappointed with their poor customer service and low-quality *******************************' customer service was terrible from the start, and I had to deal with the following issues:1. **Unacceptable Delays:** It took CityGrounds days to respond to my inquiries, which was unacceptable.2. **No Accountability:** CityGrounds refused to take responsibility for their mistakes, and instead, they blamed others.3. **Incompetent Staff:** The customer service team did not have the knowledge or training to provide appropriate solutions, which was frustrating.Now, let's talk about the ebike. The quality of the bike was terrible and I believe that CityGrounds prioritizes cost-cutting over quality. Here are the issues I faced:1. **Weak and Flimsy Build:** The bike's frame and components were weak and flimsy, and I constantly worried about its structural integrity.2. **Unreliable Battery:** The battery life was extremely disappointing, and it barely held a charge, which made it impossible to use the bike for long periods.3. **Poor Performance:** The bike's performance was nowhere near the advertised standards. It struggled on inclines, and the motor often sputtered and cut out, making it a frustrating ride.4. **Inferior Components:** Many of the components, including the brakes and gears, were of subpar quality, making the ride unsafe and unreliable.Their poor customer service and low-quality products make for a terrible buying experience. I regret my purchase and wish I had chosen a more reputable and reliable ebike manufacturer.City Grounds Response
10/20/2023
Hi *********,
City Grounds is sorry to have not met your expectations.
We have reviewed your claim as well as email correspondence and are a bit confused by the information provided.
We are uncertain if you are referring to the time frame to respond to the inquiry as we received your email after hours and responded promptly the following morning. If additional inquiries were submitted, we are sorry as they were not received.
We acknowledge the communication did become less than ideal after tension arose between yourself and our agent. We wish this had been handled better by both parties and will fully be reviewed with further training on our side.
Please note that City Grounds is a bicycle retailer and not the manufacturer.
All bicycle warranties are provided by the manufacturer. We serve as middlemen to assist you in the claim process but require all details when submitting. Stating that it is defective and a shop informed you the product is defective is unfortunately not enough information to submit a claim. Further information has been requested on multiple events to resolve your case in a timely manner.
As stated in the email, we are still happy to assist you. Our agent did provide a couple of times you are welcome to stop by at warehouse for us to inspect the defect as stated and gather the remaining information required to submit to manufacturer.
Please let us know if we can be of further assistance.Review from Carlos A
1 star04/19/2023
They never send my ebike and still charging me is very frustrating.City Grounds Response
04/28/2023
Hi ******,
We understand that this could be a bit of a frustrating situation but as discussed per phone call into support our hands are tied in the matter; We are well outside of the time frame to consider this package as "lost".Given the shipment tracking emails, series of emails sent to see how you are enjoying your bike and Affirm Financing emails regarding payment we are beyond alarmed to hear that it took nearly 11 months to report this as missing. For any future issues that *** arise with a lost package, please note that shipping carriers allow a ***** periods of 45-60 day to file an investigation.
Review from Travis C
1 star08/10/2022
1. Bike arrived damaged 2. Was told to try and fix it myself instead of return 3. No instructions for build out because you're EXPECTED to take it to someone else to put it together (otherwise no warranty, which I wasn't told until after assembling and noticing further issues)4. Only half of the needed tools to assemble are included in packaging 5. If you discover an issue with the bike YOU put together after it is assembled, return is not an option.6. Overall bad customer service.Frankly, unless you're having them put it together prior to shipping (which I wouldn't trust), or taking it directly to a "professional" to assemble it for you (only way to get warranty), you're wasting your money. It will likely come damaged if you ship it anyway.City Grounds Response
08/11/2022
Hi ******,We are sorry to hear your bike was received damaged and the first recommendation to a quick fix was not to your liking. Many riders just want the faster alternative to get on their bikes as soon as possible and it was wrong of us to assume the case for your as well however mention of return was not originally requested on your side. City Grounds is more than happy to assist in returning this product. Please feel free to communicate this with our team if you wish to proceed with the return further. A few things relating to your other notes, it appears some of the information on our site *** have been overlooked during the purchase process. Your feedback is appreciated, and we will use this to work on improving the communications and overall customer navigation of site in general for future cases. Currently, all bicycle product pages include a warranty section indicating our recommendations for you to have this professionally assembled by a shop. In the event a customer feels they can tackle the build we adhere instructions and a list of QR codes to helpful videos for those who are more visual learners. Unfortunately, it sounds like this *** have either been forgotten to be added at shipment or overlooked upon opening. Although tools are generally not included, manufacturers from time to time will include a set for more so roadside maintenance and not the entirety of the build itself. Hope this helps,City Grounds Customer Support
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.