I bought an Engwe LE20 Passenger (dual battery) directly from es.engwe.com. The bike arrived but the Passenger Kit is incomplete. The box only contained the metal rods and the rear seat cushion. Missing items:
- Armrest rear fixing clip
- Rear backrest support
- Screws
- Bar attachments
- Front basket
Without these parts I can't carry my kids, which is the entire reason I bought this bike. It's currently unusable.
Customer service has been dismal so far:
- Emails to support go unanswered. I've sent multiple, no reply.
- I call their number every day. Each time they tell me an email is coming that requires me to send back a video showing the missing parts. The email never arrives.
- I've been in this loop for several days now.
Has anyone else dealt with Engwe customer support? Did you eventually get through to someone? Any specific email addresses, contact names, or escalation paths that actually work?
I'm seriously considering a chargeback through my credit card if they don't respond soon. I paid for a complete product, received an incomplete one, and the company is unreachable. At this point I feel robbed. I don't mind if the parts come a bit later, or they're on back-order, but I need to at least get an answer and update.
If anyone from Engwe sees this — Please contact me. I want this resolved, not escalated.