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October 2023 by Thomas Ribeiro da Luz
Bikes are cool, but Joe from the store desk has quite an attitude. Terrible
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October 2023 by Rose Harless
The SF location of Vanmoof is the shining star of the entire company. In the 3 years of owning my bike they have continuously gone above and beyond in customer service.
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September 2023 by Romke Mooiweer
My VanMoof S3 was having problems after 2 years so I made an appointment online, brought the bike in, picked it up 2 weeks later as scheduled, and it was good to go! Everyone at the store I dealt with was helpful, understanding, and most importantly went above and beyond to explain and repair the bike. New battery under warranty and all this during the Dutch company's bankruptcy.....and they repaired other items as well: trued the rims, tightened bolts and headsets, and more. Great bike....my biased opinion. Great SF VanMoof team.....unbiased opinion!!
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September 2023 by Michael Amatt
I had a great experience. Jeremy took great care of me along with the Bike Doctor. I needed a new E Shifter and the team even did the scheduled maintenance under warranty. Communication was solid all the way around, and my expectations were managed perfectly.
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August 2023 by James Taugher
Horrible horrible customer service experience. My bike just stopped working one day, wouldn't charge or power up. Made an appt a month out, had to pay $$ to rent a car to transport the bike to the shop since the bike is so large it won't fit in my family car. Upon arrival, the man at the front desk was so rude, arrogant and unprofessional. He tells me good news - my bike is under warranty until December. Then moments later informs me my warranty is invalid due to "negligence" and accuses me of neglecting repairs on my bike. The entire time he doesn't look up from his computer and never even touched or looked at the bike. The bike stopped working randomly and it's my fault? This man was so rude and patronizing and basically told me he can't do anything for me, essentially telling me I now have a $2500 piece of trash that is only 2 years old. I tried to contact support and am unable to speak to anyone online anymore and have read they have gone bankrupt. No wonder! Stay away!
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June 2023 by Edward Martini
Sold me a bike, it broke after 30 minutes, and they have no phone number or any easy way to get in-touch.Using the app, i tried to make an appointment to get my 30 minute old bike fixed, and they said the parts their "virtual assistant" thinks i need are not available and they have no idea when they will be. They asked if I wanted to be put on an email list to stay tuned to "updates" about parts and other vanmoof stuff. ?.The sales bit was cute and informative, but they sold me a broken bike that can't be fixed.
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June 2023 by Edward Chimney
Sold me a bike, it broke after 30 minutes, and they have no phone number or any easy way to get in-touch.Using the app, i tried to make an appointment to get my 30 minute old bike fixed, and they said the parts their "virtual assistant" thinks i need are not available and they have no idea when they will be. They asked if I wanted to be put on an email list to stay tuned to "updates" about parts and other vanmoof stuff. ?.The sales bit was cute and informative, but they sold me a broken bike that can't be fixed.
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May 2023 by William Paul
If you need your S2 fixed because it doesn't charge, you'll be out of luck. Google "fix for vanmoof s2 not charging" and follow the iFixit tutorial (my repair photo below). Worked for me and saved the environment by not having to throw away a working bike! Vanmoof didn't want to help at all and says they don't make spare parts ¯\_(ツ)_/¯
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May 2023 by Milad
This is the worst company in customer service. I lost my bike 5 months ago and I have their peace of mind service. after sending them every document they need, I still don't any have replacement and also I've been charged for during this 5 months
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May 2023 by Erik Lea
Just a terrible store with worse customer service. Oh how to count the ways?1. two years ago when i took the bike in for a routine maintenance inspection i was told to come back in a few days to pick it up. the problem is that the day before i had stopped by and was told it could be done same day. I had not accounted for a lack of access to my bike and had no way home at this point and did not get the service2. a few months after not getting the aforementioned service my bike crapped out. i was about a month out of warranty and was told it would be ~$1100 to fix the electronics for my S2. i told them i needed to think about it since that was a huge cost. a day later my wife and i had our first child and this entire saga slipped my mind. shortly thereafter i got an email saying my bike had been recycled. never even saw the quote in paper3. my wife had ordered 2 van moof pannier bags for me for Christmas a few years back. after waiting for 2 months we showed up to the store and took home my present. which when i opened it at home, there was only 1 bag. not worth the wait!4. yesterday i took my bike in to fix a blown tire. a bit of an effort for me to get the bike the 2 miles from my house to the van moof store. was denied service because i had installed the van moof website recommended child seat on the bike. was told the store cannot work on the bike and cannot help to remove the child seat. when i tried to calmly articulate that the service at this place is increasingly worse, the repair individual raised his voice and talked over me. terrible!this store has no functional value at all. every time i have tried to use its services i have been wildly disappointed.
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April 2023 by Rick B.
The service at this location is consistently great! They are a professional operation and I feel good that my bike is in their hands. Ryan is a competent and attentive person who is a credit to Van Moof. Brett was friendly and made me feel welcome.
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April 2023 by Rick Blossom
The service at this location is consistently great! They are a professional operation and I feel good that my bike is in their hands. Ryan is a competent and attentive person who is a credit to Van Moof. Brett was friendly and made me feel welcome.
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April 2023 by Curtis
Fantastic service. VM SF is always quick to reply, and super friendly. The few times I've needed service, they've turned around my bike in less than an hour.
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March 2023 by Jace Marzan
Vanmoof's San Francisco location has been a lifesaver for me, as I have visited their shop at least 18 times since getting my Vanmoof bike in November 2021, due to some mishaps with my bike. Despite the unforeseen issues I've had with my bike, the staff at Vanmoof's San Francisco location has always been ready to assist me with their friendly and knowledgeable approach. I definitely would not buy my Vanmoof if there was not a Vanmoof location and if it didn’t have the peace of mind services. I have both peace of mind for theft and maintenance. Yes, my bike has been stolen in San Francisco once. I didn’t have the bike hunters go and catch it since the Vanmoof already had real time tracking and police were able to retrieve it the night of, but it’s great for peace of mind. With the peace of mind maintenance, I have definitely taken advantage of it with the amount of times I’ve gotten to Vanmoof. They don’t cover everything like flats and I get a lot of flats. It’s over 30 each time so be careful where you ride. I’m quite unlucky when it comes to flats and I end up budgeting for a flat per month.The store's location in the heart of the city is a huge plus, especially when dealing with bike troubles, as I can easily hop on a bus with my Vanmoof and wheel my bike over to the Vanmoof shop from the bus stop. What I love about their staff is that they take the time to go over everything they repaired when you pick up your bike. It's reassuring to know exactly what's been fixed and to have a clear understanding of the repair work that was done on your bike.Although, I have had one experience out of my many visits where the staff didn't communicate the details of the repair work to me and wasn’t as friendly as the other staff. However, it was an isolated incident and every other time they were clear in communicating the necessary repair work.One thing I do find challenging is the need to make an appointment to drop off my bike for repairs. As someone who works full-time and lives outside of San Francisco, scheduling appointments on weekdays or weekends can be difficult. Nonetheless, I still make an effort to bring my bike in when I can and make that appointment as the exceptional service I've received has made it worth it. Overall, Vanmoof's San Francisco location is an exceptional bike shop for Vanmoof bikes, and the staff's friendly and knowledgeable approach has always made me feel valued as a customer. Despite the challenges with scheduling appointments, I appreciate their clear communication of repair work and the convenience of their location.
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March 2023 by PJ Brown
I have always been well taken care of by this Vanmoof branch, especially from Ryan who am I frequently am speaking him there. They did an excellent job of finding and replacing a stolen bike with the plan I have, and managing any bike maintenance that I have.
