Missing manual and key parts
I asked specifically if there was a manual for the bike I ordered for my spouse. I just bought a brand new one, there is a huge manual for the bike and I’m missing parts for the future shock fork. I had no idea and no way of knowing because I didn’t get a manual and couldn’t find one online. I was told there wasn’t one. Sincerely, disappointed because I don’t know if there is anyway to correct the situation for an expensive bicycle. I didn’t save enough to make up for missing parts on a 3k bike.
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Update: Upway contacted us to correct the issue of missing parts. They were prompt and helpful. We are now in possession of the missing pieces and manuals.
Reply from Upway
Hello there!
Thank you for bringing this to our attention. I would like to start by sincerely apologizing for the inconvenience you've experienced with your recent purchase of the bike for your spouse. Your feedback is invaluable to us, and we genuinely regret that your expectations were not met.
It's disheartening to hear that you were informed there wasn't a manual for the bike, only to find out there is indeed one. This is not the level of service we aim to provide, and we acknowledge the frustration that this has caused. Fortunately, we did locate a manual online that has been shared with you via email.
Regarding the missing parts for the Future Shock fork, we are deeply sorry for this oversight. Rest assured, we are committed to resolving this issue for you promptly - our team is working diligently to source the missing components for you.
Your satisfaction is of utmost importance to us, and we are dedicated to making things right. Please allow us the opportunity to rectify this situation and ensure that your spouse's biking experience is as enjoyable as it should be.
Once again, we apologize for any inconvenience this has caused you, and we thank you for bringing this matter to our attention.
If you have any further questions or concerns, please do not hesitate to reach out to us, and we will do our best to assist you.
Thank you for choosing our products, and we look forward to making this right for you.
Sincerely,
The Upway Team