GOTRAX Reviews 2,430

Time for delivery kept extending.

The worst customer service I have delt with. Placed an order at 3:00am on 12/20/25 (Saturday). It said that it would arrive by 12/24/25 prior to placing the order. After placing the order, my delivery date was updated to 1/8/26. I needed this prior to Christmas. On 12/21/25 (Sunday) at 11:52am, I sent an email requesting that my order be canceled. On 12/22/25 (Monday) I called at 9am and spoke with a customer service rep who stated that she would cancel my order since the item was on backorder and that I would receive an email within the next business day. 12/23/25 (Tuesday) I did not receive an email so I called back and spoke with another customer service rep, he said he saw my call from the day prior and would send the shipping dept another message to cancel the order and that I would get a confirmation email within 3 business days. With the holidays I gave it until 12/29/25 (Monday) and with still no response, I sent another email. No response, no other departments have a phone number to call or speak with, it appears that messages are sent through the company and if the messages are not read nothing is done. On 12/30/26 I received a shipping update with a FedEx tracker, this was after two phone calls and two emails requesting my order be canceled. On 1/5/26 I called for a 3rd time and told there is nothing they can do and my bike will be arriving tomorrow. Essentially no one read the messages or emails, this representative said I was misinformed and that the bike was backordered on 12/22/25 but then became available on 12/23/25 so they shipped it. After talking with the rep on 12/22/25 who told me my order would be canceled, I bought a different ebike in store. I have no options but to pay $250 to refuse the delivery or keep the ebike. Terrible customer service, no apologies and it seems their messaging system and lack of communication between departments needs to be improved.

Plastic that held brake cable broke and made brakes very weak. Ordered part online and received quickly and included new mounting screws and hex wrench. Fast and easy repair, very pleased.

Good Quality 🛴 and customer service, shipping is excellent I already bought 3
E -Scooters from GOTRAX

The charger arrived early and worked perfectly! I could finally use the scooter again because I lost my old charger and my replacement I got from Walmart didn't fit.

Fast service, had what I needed and inexpensive

Smooth purchase experience. No issues.

I bought a hoverboard for my daughter for the holidays. It arrived cracked and unable to turn on. GoTrax said I'm past the 14-day free replacement window, and that this window is not extended for the holidays. They offered a "discounted" shipping label for $30. Plus I have to buy a new box because ours was accidentally thrown out in the holiday gift clean-up. This company is totally unreasonable and I would not purchase from them again.

Do not buy from this company. I bought 3 Ebikes directly off of their website. Only 1 arrived without issues. 2 arrived with ripped seats and 1 arrived with a non functioning battery. It has been 6 days since I first made them aware of the issue and no resolution or even help has been provided. On my last phone call the customer services lady hung up on me when I asked if I could speak to a manager.

They do not care if they sold you a brand new bike and it does not work out of the box. The bikes could be nice if the company had any customer service or passion about what they did and sold.

Would not recommend:

Bad quality control , safety control , and customer support.

Purchased gotrax gx3 scooter ( the most expensive scooter on the website). It arrived defective and missing safety components. Im now responsible to pay someone to install warrenty parts or im responsible to pay to ship it back to them.

I called customer support were they acknowledged they were not emailing me back and giggled on the phone.

I requested a manager and now it has been over a week with no support or call back.

I then requested to pay shipping to return this scooter in exchange for another on without any response aswell.

This has been the worst customer support / transaction I've had in a long time.

I have replaced a broken kickstand five times and now they are telling me that they are not covered because it's warranties time has run out. These are breaking in the same place under light use. It's either a design flaw or a mfg. Defect. Either way the scooter is less than two years old and theres no reason for the to be breaking other than what I've stated. Gotrax will not discuss the fact that the kickstands are defective only that they are not covered. Do they truly believe this many kickstands to break is acceptable? If I'm wrong please explain why.

I heard great things about Gotrax products and with my son's birthday quickly nearing, I decided to take advantage of their Black Friday sale and order him an F2 electric bike. I expected some delays, but their website claims an "Average Shipping time of 3-5 business days." I was excited to get this either by his birthday or no later than Christmas. Sadly, this situation has been TERRIBLE and they quite clearly do not care to make this right. On 12/08/2025 the Gotrax Support team reached out to inform me that their F2 e-bike had "sold out" and that I would be upgraded into an R2 e-bike. The link they provided so I could learn more about this product? A WALMART website. Im sorry, I don't want to purchase from Walmart, I want to purchase directly from Gotrax. I agreed to the upgrade without doing much research and asked them to expedite the order so it could arrive by Christmas. The support team assured me it would be escalated promptly. Another week passed and I still had no shipping update, so I replied (again) to the support email on 12/17/25 asking for an update. No response, so on 12/18/25 I called their customer support number only to be told that they had escalated this for "approval for an upgrade" but would not confirm when this would happen or when the bike would ship!!! I then asked to verify if this F2 vs. R2 was even an "upgrade" because R2 e-bike IS NOT EVEN LISTED ON THEIR WEBSITE. They assured me it's an upgrade but after searching on Youtube (of all places) the R2 seems like a downgrade due to speeds and weight. I asked for a cancellation because I have been waiting a MONTH and they have NO REAL TIME UPDATES to which the support representative stated that it cannot be cancelled because it has been submitted for "upgrade approval." This company is AN ABSOLUTE JOKE. It is now 2 days before Christmas, 30 days ordering and I still have no update, no communication, no bike and no option to cancel. BUYER BEWARE, STAY AWAY FROM THESE SCAMMERS!!!!!

Unfortunately my daughters V14 stopped working. The warranty and customer service teams were very helpful in getting the bike shipped back to them and offering a replacement since they are no longer in production.

The solution presented for the problems that I had were great, they exceed my expectations of the service and the follow up of my needs and concerns.

Where do I start? It took at least 4 to 5 contacts to GoTrax to cancel my order and when it did get cancelled it’s because Walmart called them. They constantly said there was no manager in, so we had to wait for whenever she came back in. Here’s the kicker, they had no idea when she would even be in. I mean they didn’t know which DAY! Then they said, there was a manager there a couple of days ago and that she would call me back. Nope. Not a peep. We were considering even keeping one of the bikes but this customer service quite frankly makes us not care if we keep one of their bikes. We called back today and got the same line…”the manager is not in.” I called Walmart back as I ordered on their website. The manager at Walmart.com called Gotrax and meanwhile amazingly the request to cancel showed up. Catherine the manager finally actually called and now after almost a week of back and forth along with evasiveness they said “we will have to cancel your order as it’s out of stock!” Why didn’t they say that at the beginning when we told them we might be willing to keep one? I am quite disappointed in what they would call “customer service.” I gave them MANY opportunities to make things right, but it honestly seems as if they just don’t care.

I ordered a scooter for my son for Christmas. It was delivered damaged via UPS. Warranty dept. advised I take it to a local scooter shop to have fixed. Tell me why I would take a brand new scooter and pay to have it fixed when it was damaged in shipping and the video warranty asked me to watch to fix it, did not work. I am expected to waste my time and money on a brand new item I ordered. I was so update, I called in asking what could be done so I can just order a new one so my son would have a Christmas Gift, a manager agreed to send a coupon code for a discount. It's been well over a week trying to deal with this, and I have never heard back from the manager nor received the coupon code that was promised within 1 hour of the original call. Such a joke and waste of money, and now a gift my son wont receive for Christmas because it wouldn't even arrive in time if the manager does decide to follow through.

Very good experience

DO NOT ORDER FROM THEM. Your scooter will stop working in 4 months and they will give you the run around to get a replacement even though it’s under warranty!!!!!! I ordered a replacement wheel for my schooner and it took 8 MONTHS to get to my house! I had to buy a new scooter because who’s paying $200 to send a scooter through the mail for a replacement that’s under warranty???????? The breaks on my 2nd gotrax scooter has gone bad in 3 months!!!!Now Gotrax is emailing saying they will send me a scooter ONLY IF I CHANGE MY 1st REVIEW! NO !!!!!! I’m not changing it because you guys sell crappy scooters!!!!!!!!!

DO NOT ORDER FROM THIS COMPANY. I placed an order on 12.09.2025 for a pink electric scooter. A tracking number was assigned to my order. It stated my order would arrive to me in Georgia on Tuesday 12.16. It is Tuesday 12.16 and the tracking number has not moved. I thought ok holidays maybe shipping is a little slow. I called and spoke to someone only to find out they do not have the pink in stock. No one reached out to me I had to call in after an entire week later to find out this item is not in stock. I requested a refund because I do not want black. I was told it would be refunded and I would receive an email confirmation of said refund. It has been a couple of hours so, I call back to check on the refund. I am then told that its a request. Are you crazy you don't have the item in the color I want. Its very simple cancel the order and refund me. So this shady company assigned a tracking number to my order to say the customer service representative can't do anything about the cancellation he has to escalate it to another department. Lets not forget you DO NO HAVE THE ITEM I WANT!!! What is there to escalate. So let me do a review on every platform I can find. I will also reach out to the better business bureau and I will be calling my bank. I’ve have reached out to gotrax several times. Even this morning and the warranty manager Elena hung up while I was speaking. Didn’t curse or yell. And you know my order number its under Mercedes McWilliams. I’ve called several times ask Darren. Who I spoken to and emailed.

Absolutely no support. Rode the bike twice and had a front brake issue. Contacted warranty and waited months for replacement part. Called them back and was told part was not available on a bike I purchased two months earlier. Lesson learned. Buy from a reputable company that has support