Complaints

• Initial Complaint

  07/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Wednesday, June 29, 2024, I paid $2,948.00 for Street Strider S8, including $499.00 for assembly, with a scheduled delivery date of July 10, 2024. I received my Street Strider on July 17, 2024, a week past the original delivery date; it wasn't a fully functional product. I called customer services and technical support several times, but I couldn't talk to anyone, only able to leave multiple messages since last week. I am still waiting for someone to return my call.

  Business response

  07/24/2024

  Hello,
  
  This is ******* with StreetStrider Support. The customer reached out regarding our "White Glove Service" and was confused about why the bike wasn't ready to ride once it was delivered. As our website states when purchasing the White glove service, "When you select White Glove Service, your StreetStrider is assembled by our professionals to fit your height and arrives to you as a fully built folded-down StreetStrider. You will just need to take it out of the box, follow a few simple steps in the accompanying White Glove Service Set-Up Guide to unfold your StreetStrider, and you're ready to stride!" I have added the image from our website above.
  
  We are no longer open on the weekends, and due to a family emergency, I could not be here on Monday, so this is why we were delayed in responding to the customer. I was able to reach out over the phone yesterday, 7/23/24, where I assisted the customer with unfolding the StreetStrider and setting the pedals so it was ready to ride.
  
  I reached out over the phone today to see if the videos had helped. The customer had not tried to use the unit after making the adjustments. I am waiting for a response, and I also recommended a video call if she needs any assistance with the adjustments.
  
  We are dedicated to assisting our customers and hope we can get these issues resolved. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 28, 2023, I tool out a loan with Affirm to purchase an e-strider retrofit for my Street Strider I purchased a few years ago. The purchase price was $2499.99 with tax the total was $2698.92. I was to get their white glove service to have my street strider sent to them and outfitted with the equipment to allow for a smoother ride. I reached out to Street Strider at ************** on May 16th to see when I would have my bike picked up and the product placed on my strider. I was told the retrofit would not be received by them until the end of May and they would be reaching out to customers to have their striders sent to them. I called again on June 26 and left a message and received a return call on June 27th telling me they were not expecting the parts in until the middle to late July. I asked why were they not at least calling customers or emailing them with the status of the service I am making monthly payments on. I should not have to call them to check on the status. They keep telling me the same excuse each month that I have called, they are having manufacturing issues and the owner of the company is in ***** to see what is going on. On July 28th, I filed a complaint with Affirm to cancel the loan because I never received the service I took the loan out for. I also called Street Strider to get them to resolve this as I no longer want the retrofit or to do any further business with them. ****** told me that Street Strider would have to notify them that I did not receive the service in order for me to have the loan canceled and my money they are taking out of my account refunded. I reached out to Street Strider and left a message and to no avail no one is attempting to refund me my money. I am paying interest on a loan that I have never received service or should be giving a company when they are not doing anything to help facilitate with Street Strider to resolve this situation.

  Business response

  08/01/2023

  A cancellation and refund will be issued.

• Initial Complaint

  06/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been thinking about purchasing a street strider for a couple of months. I have been approved for financing but the price was still a little high. I decided to look a certified pre own and I was thinking about paying for the inside trainer as well. I received a text message from company stating that for the certified pre-owned if I added promo code - the promo code was not working so I replied to the text and explained what was going on. They asked me to try a couple things via text. They then sent a text saying that the promo code doesn't work with the product that was in my cart. The text said that it would work with certified pre owned and then they took back the offer. I asked them to honor the offer and after going to the team they came back saying that they couldn't. I'm outraged if you say something in writing best business practice is to honor what you said you would do. BAD BUSINESS!!

  Business response

  06/27/2022

  We've contacted our customer to resolve this issue directly. After further review, we went ahead and honored the discount offered to our customer. 

  Customer response

  06/27/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩