GOTRAX Reviews 2,430

It’s a nice first timer bike for sure! Just the bolts to the seat doesn’t go tight enough and the plastic pieces have white stress marks when we opened it

I have not received feedback about damaged seat at delivery. I emailed Gotrax support with my copy of receipt from website plus copy of credit card receipt, video of damaged seat, picture of damaged seat, picture of delivery box with pictures of labels on the box everything I was told to email approx 3 days ago. I have not heard back. I will try to call tomorrow.

Our golf cart was delayed in delivery. Found out it was the trucking company’s issue but the customer service was impeccable. They were calling and texting over the weekend. They really took ownership of the situation. When we got the golf cart, we were pleasantly surprised. We also got 2 electric scooters. So happy with everything!

Simple to order and fast to get our shipment. As far as the product!! Our daughter has one and we tried and loved it so ordered our own!

I ordered a brand‑new GoTrax Eclipse scooter for my 12‑year‑old son. The day it arrived on April 29th, we assembled it and immediately noticed a loud screeching sound when he rode it. I contacted customer service right away and was told to send photos and a video, which I did.

Since then, I’ve called multiple times (May 3rd, 4th, 8th, and 9th) with no resolution. The warranty department keeps claiming they “can’t open the file,” yet several customer service reps have confirmed the file opens and is viewable. I’ve spent an unreasonable amount of time trying to get this defective scooter addressed, and I also purchased a second one for his twin brother.

No one has provided help, and I’m still unable to speak with anyone in the warranty department. This level of customer service is unacceptable.

Hello, I am very disappointed with my order. I received the wrong battery, and it does not fit my scooter at all. I do not understand why I cannot return this product when it is clearly not compatible with my scooter. I ordered the battery based on the information provided on your website, and now I am stuck with a product I cannot use. I would appreciate a solution, because this situation is very unfair to the customer.

We rec'd the bike promptly a few days after ordering, only to find its junk and wanted to return. do not buy ..

Quick shipping, very sturdy dirt bike, perfect for our 10yo

Order April 28th was supposed to come may 4th where now may 6th no tracking number or any responses by email or phone emailed 7 times one response of 7 email then went ghost as well don't appreciate this kind of service called seems Fishy good luck with this company

Ordered on a weekend and due to checkout outsourcing “shop” app the address was incorrect. I immediately called and emailed to try and cancel or correct. They were unavailable and shipped immediately on Monday. So clearly they are not available when customers can shop nor are they monitoring customer needs in a timely fashion. Once I heard back all I was told was that their policy states they can’t do anything. Despite multiple conversations they refused to remedy this issue. So, I ordered a $500 scooter that was inadvertently shipped across the country and despite my immediate attempt to reach out - multiple times- the company did nothing to help.

The brake line frayed after 4 months of use and GoTrax and customer support came through with overwhelming helpfulness. The product was pretty easy to repair myself, and my daughter loves her scooter. It charges quick and hasn't ever died on her and she uses it daily with her friends in the neighborhood.

Buyer’s Beware!
I purchased a GOTRAX e-bike directly from the company as a Christmas gift for my 10-year-old son, trusting that their product would be safe and reliable. Unfortunately, our experience has been extremely disappointing.
Within the first month, my son broke his wrist while riding the bike. At the time, I assumed it may have been due to inexperience. However, about a month later, a much more serious issue occurred—while riding down our street, the bike’s brakes completely failed. With no way to stop, my son had to drag his feet and ultimately collided with a neighbor’s mailbox.
Concerned about the safety of the product, I contacted GOTRAX customer service. I was told the only option was to return the bike for a replacement—and that I would be responsible for the shipping costs. Given the size of an e-bike, the return shipping alone could cost nearly as much as the bike itself.
Because of these incidents, my son is now afraid to ride any bike, so I requested a refund instead. After multiple calls, I finally spoke with a manager, Alana. Unfortunately, she was not only unhelpful but also noticeably rude and dismissive throughout the conversation. She interrupted, showed no empathy for my son’s injury or the brake failure, and made it clear she was unwilling to consider any reasonable alternative.
Despite calmly explaining the situation and my concerns about my son’s safety, I was again told that my only option was to pay to ship the bike back for a replacement- something that no longer makes sense for our situation. Her tone and lack of professionalism only added to an already frustrating experience
This experience has been both disappointing and concerning, from the product’s safety issues to the poor and discourteous customer service. I strongly urge others to carefully consider these factors before purchasing from GOTRAX.
And this is why when you look at all the reviews for GOTRAX, they're all horrible!

Great customer service! I started off by ordering the wrong scooter and the order couldn’t be cancelled but they went above and beyond to help fix the situation at no cost to me!

Purchased a Gotrax APEX XL directly from Gotrax on 4/24/25. The charging port failed during the first 6 months, well within the warranty period.
I submitted a warranty claim on October 4, 2025 with several follow-ups, but received no response or resolution to date. The charging port is listed as a covered component under Gotrax’s warranty. Very disappointing support experience.

Great customer service isn’t always everything working flawlessly. Great customer service kicks in when there’s a problem and how it’s handled the team it go tracks corrected my issue and handled it super professionally. The world needs to understand that people make mistakes and are allowed to correct them. Thank you. Go tracks for taking care of me and getting everything situated.

My son got a gotrax scooter for his Birthday, at first everything went well. A few days later the metal by the wheel started cutting in half. We exchanged it for another one at the store and a week later the same thing happened. Not good quality at all...... Won't be ordering anything else from gotrax

If I could give zero or negative stars, I would

Grandson surfing on Gotrax site on a Saturday accidentally pushed the "purchase now" button. I tried to cancel but there is nowhere on the site to do this. I tried to call but they do not answer the phone on weekends. I sent an email. I called Monday morning first thing but was told "that's too bad, we received your email but...you should have cancelled within 24 hours...it's too late now."

DOPE SLAP IN THE FACE!!! STUPID...THERE IS NO WAY TO CANCEL ON TEH WEEKENDS!!!! There's not button your site, and no way to call customer (un)support!!!

So I later (too late) find out Gotrax has an "F" rating (worst possible) on the Better Business Bureau with a LOT of complaints about lousy customer service.

Now, to the Gotrax "credit", they do state in their policies that there are no cancellations or refunds on weekends. If you believe you have to read cancellation policies before you order only to find out there really ISN'T one!!!

What an absolute masterclass in gross incompetence, deceit and trickery! Offer cancellation but no way to do it!

As far as I know, their products are OK, but customer service has a LOT of complaints. (look up the review comments on BBB!) I did order a part for a prior scooter some time ago and got it reasonably and quickly. I'd thought I might stay with Gotrax, but after this episode? Nope.

What I DO know is because of this ABSOLUTELY LOUSY customer experience, Gotrax has earned a reputation I will be sharing with anyone/everyone. Oh, and not another nickel from me. Ever.

This act will cost me some money for sure, it will cost Gotrax a lot more...I have other grandkids who will be getting scooters, and they will NOT be from Gotrax.

Buyer beware...if you want good customer service, go elsewhere. On the credibility scale, Gotrax is one notch away from being criminal, a least, in my experience.

Super prompt on their replies to my indies. Resolved the problem almost immediately. Highly recommend this company- they stand behind their products.

Purchased a $300+ scooter and the back wheel locked up randomly on week 2. Called support, which was friendly. Then got an email from support team. It has now been 15 days with no resolution. Just keep getting asked follow up questions and fees like they are angling to not replace or repair the thing. Cannot recommend.

Update: After many, many weeks of back and forth, they are now sending me a replacement wheel (with instructions I'm told!). Had to really kick and scream to get them to finally send a replacement. We'll see.

I recently purchased two F2V2 EBikes on two separate orders, a couple of days apart. We love the EBikes quality. However, when I received the first bike it was missing the accessories, so I contacted their Customer Service. They did respond and shipped an accessory package with two sets of accessories, one for each Bike. Once I opened the two boxes, each respective box was missing different items, and one bike lock does not work. I took a picture of the contents of each box and sent to Customer Service requesting they send the missing items. days later I have not received any communication from them, so I called and left a message for their representative to call me back. No call so far. Two days later still no contact from customer support so I dropped the rating to a 2. So you closed the issue as being resolved?
I now give Customer Service a 1 rating.