How Good is the Customer Service of Refurbished E-Bike Retailers?
Written by: Rémy Rossi | October 20, 2025 | Time to read 4 min
Great customer service makes sure your journey keeps rolling. Here’s how the best refurbished e-Bike retailers measure up.
More about the Author: Remy Rossi
Rémy Rossi is a bike writer, mechanic, and educator who got his start in community-based bike shops and co-ops. With a decade in the industry, he still wrenches on bikes when he can and plays bike polo on a fixie.
Solid customer service is a must-have when buying anything, and it’s especially important for refurbished electric bikes. These are pre-owned models that aren’t straight off the factory floor, meaning customers may have more questions, concerns, or issues that require attention. Plus, online shopping comes with shipping logistics where hiccups can happen that are out of anyone’s control.
Don’t work your bib shorts in a knot, though. Luckily, an issue is typically no biggie if there’s a helpful and fast support team ready to resolve the problem. Upway’s US service team has a 88% customer satisfaction score. It’s simple and easy to get in touch with our support team, and we’ll find a solution as quickly as possible. But not all businesses have the same standards when it comes to customer service. Here’s all you need to know about customer service when it comes to refurbished e-Bike retailers.
Don’t work your bib shorts in a knot, though. Luckily, an issue is typically no biggie if there’s a helpful and fast support team ready to resolve the problem. Upway’s US service team has a 88% customer satisfaction score. It’s simple and easy to get in touch with our support team, and we’ll find a solution as quickly as possible. But not all businesses have the same standards when it comes to customer service. Here’s all you need to know about customer service when it comes to refurbished e-Bike retailers.
Why customer service is so important for electric bikes
More and more, I see riders prioritizing customer service in their search for the right electric bike, brand, or retailer. Buying from your local bike shop can be a great idea to connect right away with the team that will service your e-Bike or solve any issues that occur down the road. But buying an e-Bike online is more popular than ever— the convenience is fantastic, but companies can slack on the customer service side of things.
Great customer service is crucial for e-Bikes because of the added complexity due to the battery, motor, and other electronics. Not all local bike shops have the expertise, tools, or time to service certain electric bikes, meaning your only option is the retailer or brand who sold you the model. If there’s an electronics problem or shipping damage, you’ll want a transparent process and a helpful team behind you to solve it.
For example, popular affordable e-Bike brands like Aventon, Rad Power Bikes, and Lectric have grown significantly in recent years in large part due to their commitment to better customer service than competing brands.
How good is customer service for refurbished e-Bikes?
The good thing for riders is that refurbished e-Bike retailers that shirk on customer service won’t make it very far, meaning the most popular platforms provide solid support. Upway has a dedicated support team in each of its markets with customer service agents at our UpCenters in Los Angeles and New York City. Customers can reach the support team in multiple ways and receive a rapid response, whether it’s a report of shipping damage or component defect. All e-Bikes are covered by our Shipping Protection Plan and 1-year warranty so you can buy with peace of mind.
Overall, Upway has a high Trustpilot rating of 4.6/5 from more than 16,000 reviews. Customer service is a crucial part of the overall experience and rating of a pre-owned electric bike retailer. And we’re in good company with the other most trusted platforms for refurbished e-Bikes in the US:
- Upway: 4.6/5 rating
- Buycycle: 4.5/5 rating
- The Pro’s Closet: 4.3/5 rating
How can I contact Upway?
If you need assistance with your order or electric bike, our dedicated support team is always ready to help. You can reach Upway through any of the following channels:
- Contact Form: Submit your inquiry through our support contact form to connect directly with the Upway team.
- Email: Write to us anytime at helpdesk@upway.shop and we’ll get back to you promptly.
- Live Chat: Chat with our U.S. support team online, available Monday–Sunday, 12:00 AM to 11:59 PM (GMT+2).
- Phone: Give us a call at +1 516 469 7562. Our phone support is open Monday–Friday, 9:00 AM to 8:00 PM (EST).
No matter how you reach out, we’re here to make sure your Upway experience runs smoothly.
Browse Upway’s entire collection of new and pre-owned electric bikes at unbeatable prices!
Key Takeaways
- Customer support defines trust: Fast, transparent help is the backbone of a great refurbished e-Bike experience.
- Upway leads the charge: With an 88% satisfaction score and 4.6/5 Trustpilot rating, Upway sets the standard in post-purchase care.
- Peace of mind included: Every Upway bike comes with a 1-year warranty and shipping protection—real service, not just promises.
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