If I could give minus stars I would!
Shopping with Stella has been the worst experience of my life!
It started when I ordered their free brochure in December, i had read so many good things about this company and their bikes, so I was happy when they called and asked if I wanted to test ride, and we agreed that they would come out the following Tuesday, I also made sure to mention that I really wanted to test ride the Dolce, because it met all my needs what comes to baskets etc, so that was the model I was leaning most towards.
Tuesday comes and the van arrives, and I’m waiting outside, as excited as a kid in a candy store. But then they didn’t bring any Dolce, which was quite disappointing, but I figured, they had so many good reviews, it was probably just a miscommunication, so I test drove some other bikes, and the man said that one of them was basically the dolce, just looks different.
So I was really torn between getting the Dolce, which fits my needs when it comes to baskets, or getting a model which I could actually test drive, but as the guy assured me, the dolce would feel the same, and it also had a bigger battery and walk assist, so I ended up going with that. I inform them that I am also in the need of getting a big basket, because I use the bike for grocery shopping as well, and they said that they would bring a selection of basket when they deliver the bike. I also ask if there’s a limit to how much weight there can be added on the rack both front and back, to which he said no!
Now comes the bike, the highlight of my week, I’m finally getting the bike I’ve wanted for so so long.. However, my happiness quickly fades.
The bike was delivered at 8 in the morning, so it was a little hectic, because I had to go to work. So I quickly tested for the saddle to be set correctly, I buy an extra lock for the bike as well and now comes time to look at the baskets that they said they would bring, and guess what, they only brought one, and he also informed me, that it was the smallest one they had, and also the rack both back and front does have a weight limit, even though I was informed that they didn’t!
So I contact the company about getting a size L basket, and then I drive to work.
On my way to work im thinking that the bike is quite heavy, so I increase the level of support from the motor, which to my surprise doesn’t change a thing. I’m thinking maybe it could be because it’s low on battery, but the delivery guy said that I should be able to drive to work on it no issue. So when I come home I plug in the charger and the next day, I test it again, but still no difference, I’m thinking to myself that I must be crazy, so I get my boyfriend to test drive it, but he also didn’t feel any support.
So we contact Stella about this, and they inform me, that I’ve paid 1800 euro for a bike, that’s standard delivered in “efficiency” mode, which means that you dont feel the support, and I can’t change this myself without getting a 125 euro display for the bike. I’m beginning to get a little frustrated, why haven’t I been informed that there are different modes on the bike, why haven’t they at least asked which mode i want it delivered in, why did I not get any information about a display, and who wants to spend all that cash on an electrical bike, if you don’t get any support from the motor??
Anyways at this point I’m so disappointed, so I ask for them to fix the mode, but they can’t send anyone out because of Covid, not their fault, so I plan with them on the phone, to go to Antwerpen today (Tuesday 12/1) and visit their store there, where there would be a service guy, who could fix the mode for me, I take off from work etc, so I can go only to wake up today, to the information that there’s noone who can help me in the store in Antwerpen or even Olen, even though they said that there would be someone the whole week! I have to travel to Hasselt or Sint Marten Latem, which is both almost 100km from me.
They offer to make an appointment on Friday, but I already took the day off from my new job, aka it’s unpaid, today, so I can’t take another day of on Friday.
This company is full of it, they have no clue what they are on about, there’s no communication…. Provided they did offer me a basket as compensation, at this point I’ve spend so much time and money on this, that I just want them to take back the bike, and give me my money back, I do not want anything to do with this company anymore!
Antwoord
