“They have an excellent product, and the customer service is fast and extremely helpful!! Highly recommended! Freddie was extremally helpful when it came to working on my Sprocket Clamp assembly for the 60/80cc BBR!! Delivery was also faster then they said it would be, and the price is great!”
“I purchased the monarch springer fork, and failed to measure the bicycle that I planned on using it on. Needless to say, I got the fork and it would not fit, I opened the chat and chatted with Freddie, I explained the problem, he described the options I had and I got a store credit to be used on more parts for my build. It went seamlessly and I was very pleased with the service. Many thanks for the excellent service Freddie!! You my friend are the MAN!!”
“There are a few things Bikeberry is doing right and a few things it's doing very wrong.
(Note: capitalizations for emphasis, not necessarily to indicate writer intended shouting. No way to italicize, etc).
I am brand new to the Hobby, and I was confused because I'm ordering the "BBR Tuning bullet train electric start engine kit", but I heard online that it didn't come with a battery. Which is strange, since the lengthy description of this $300 engine kit lists multiple other issues to be aware of, but no mention of needing a battery. For a kit with "ELECTRIC START" literally in the product's name! It's this kind of misleading advertising and marketing that push people into thinking that these bikes - and Bikeberry - are a gimmick: junk designed to steal your money.
THEIR SAVING GRACE, however, is their customer service. I opened the chat and had a frustrating few minutes of arguing with very bad AI before it presented me with the option of talking to a human. But 2 minutes later, a person named Earl hopped on the chat, and everything changed.
Earl understood my question immediately, and he informed me that the bike DOES NOT COME WITH THE NECESSARY BATTERY, AND THEREFORE WILL NOT START ELECTRICALLY WITHOUT PURCHASING A SEPARATE BATTERY, despite being called an "electric start kit".
I asked if he was sure, because some customer service people will tell you what's on their script to get rid of you. But not Earl. And he personally owns 2 of them, so he should know.
He also knows that these batteries are just motorcycle batteries, which he told me. Which means I can shop around for the right deal for me. Especially helpful, since Bikeberry is out of stock on the batteries required to start my "electric start" bike.
Earl also knows that this kit DOES NOT charge your battery. The battery will have to be charged separately, as the bike doesn't have a charging system. This i probably should have known, but I didn't. Luckily for me, Earl in customer service knew!
Talking to Earl was exactly like texting a buddy who's been in this hobby for years. Earl just knows things. And I don't have that buddy yet, as I'm sort of "patient 0" in this hobby amongst my friends. So for me, this knowledge is invaluable. THIS, in my opinion, is Bikeberry's saving grace. The customer service people genuinely seem like they want you to be safe and happy and enjoy your bike, even if it means you have to buy stuff from somewhere else once in a while. Ironically, that attitude makes me want to do business with them again. Makes me feel like I can trust them.
Someone just needs to take that culture and transfer it to whoever is making marketing/advertising decisions. You need to be writing that ad copy like all of the information a potential buyer might need to know has to actually be contained in that verbiage. Because it literally does. Failing to inform a prospective buyer that necessary batteries are not a part of the kit is legally actionable. It's literally why the term "batteries not included" exists.
The point is this: for a new customer, you guys could do a lot more work in your descriptions and literature to help keep customers informed. But your customer service (or at least some of them) go a long way to making up for it. Write more accurate, LESS SALES-ORIENTED ad copy. And give Earl a raise!
P.s., sorry for getting so bent about the battery. I'm buying the kit as a Christmas gift for a person with a disability who is incapable of using the pull start. The electric start capability, as well as the centrifugal clutch, are the whole reason for purchasing THIS kit, as they make these bikes accessible for my friend. Their disability requires both to work, or it's a really big paperweight.”
“My 16 year old saved to be able to buy an engine for his bike.. according to the sites measurement information the engine he bought should have fit his bike.... it didn't, so he purchased the recommended mountain bike on bikeberry that was a two week wait. The engine fit barely but after recieveing the bike he had to order a special mounting bracket that wasn't mentioned by customer service. Another 2 week wait later... we got it all put together only to find out the cdi is a dud... so again to customer service who said they were sending another.. 2 weeks later still have not received it and was just told its on back order til??? If you want a chance to return or exchange make sure right out of the box you test the cdi with an ohm meter because once the engine has been mounted they won't let you return it. My poor kid has spent over 600 dollars on a paper weight.”
“Freddie the man I whant to deal with he went out of is way to resolve my problem and made me happy before I could type thank you good job(happy customer)”
“I just ordered from bikeberry.com and spoke to a young lady named Julie I had the wrong email to my acct and she handled it very professionally very impressed new into the motorbikes trend but loving it knowing I have such a dependable company to go thru and big Thank You to Julie!!!!!”
“Bikeberry itself had everything I needed, but I could not find 🤔. Search parameters can be difficult, sometimes😕. However, Alvin found what I needed🧐! This helped me to finish the set up for my next purchase🏆! Within a span of minutes I went from perplexed🫤 to enlightened💡! Alvin did this with speed💨 and great customer service skills(💯). 👍Very well done Alvin. 👏”
“Alvin the magic dude, didn’t make me give him every single piece of information in the universe, he took what I had and ran with it, so I had my answer before I gave him the second piece of information he asked for :-)”
“Alvin answered every question immediately. He waited for my reply/next question.
I am a real person.... Yshw Lowell Smalley...look me up ,I am on line. Now to find the you tube site to find the videos. Need to motorize my 3wheel bicycle. Thanks again Alvin.”
“I ended up having some rattling in my motor and turned out I had a bad piston. Thank you Freddie for helping me out with this situation. My piston is being shipped to me”
