MarkShop Avaliações 

Resposta da MarkShop

21 de jan. de 2025

Hello Amar,

We apologize if we missed your calls. Upon review, we checked that you reached out via live chat at 2:05 PM yesterday, 20/01/2025. We responded within 30 minutes but have not received any further reply from you since. We can provide a screenshot for your reference If needed. Please message us on WhatsApp at +447422554664 if you have any further questions.

We strive for instant responses through live chat and 24-hour email replies. This commitment to timely support is clearly stated on our website and has been our focus for over four years. We have been offering good customer service among the ebike online sellers these years and we will continue working hard. We are sorry if you are not satisfied with most of the online sellers and for any inconvenience caused, we are here for our customers.

Best wishes

MarkShop

Resposta da MarkShop

17 de jan. de 2025

Hello Karan

We have reviewed your order number MASP3060, the (NON-UK STOCK) ENGWE Accessory Display EP-2 PRO/ Engine X/M20/Engine Pro 2.0, EP-2 PRO(old version)*1.

Firstly, we confirm that our email address, For aftersale: aftersale@markshop.co.uk or For anything else: alicehuang@markshop.co.uk, both are valid and available. All the emails will be responded as soon as possible normally within 24-48 working hours. You have sent us an email on 16 Jan 2025, 18:22 (11 hours ago) which is after 5pm or 6pm on a working day, and we have get back to you on 17 Jan by 6am as soon as we can.

Secondly, sorry that we can not find your previous contact email or any messages from you to confirm the correct model for your current display. Can you please send us screenshots of the contact history that you have contacted us and sent pictures to confirm your display is EP-2 PRO(old version)? We have put all our effort into helping our customers and we always make sure to send the correct model when a customer comes to us. Even if something goes wrong when the item is delivered, we are here to help and to figure out what's going wrong and will solve it quickly.

Furthermore, All the non-UK accessories need to be dispatched from the China warehouse and most of them take 7-14 days to arrive at a UK address, we are sorry if you did not notice before placing the order. https://www.markshop.co.uk/collections/ado-accessories

We have also checked that your order was placed on 7 January 2025 at 11:58, and it was dispatched on January,08,2025 15:28:12 Local time the earliest. We can see that the item was delivered in a timely manner within this delivery period on January,16,2025 .14:49:28 Local time, Calendar Day: 7.5days / Working Day: 5.5days.
Tracking link: https://www.yuntrack.com/parcelTracking?id=YT2500821272037639

We accept the return if it has been determined to be wrongly provided by us or it has got major quality problems. https://www.markshop.co.uk/pages/return-warranty Or you can choose to swap if something goes wrong like most customers do as they choose and trust us from the beginning and finish and they still need the part. If the item finally confirms it needs to be returned, we will arrange to be returned to us. We put all our effort into delivering the best customer services and we will keep doing this.

Best wishes

MarkShop

Resposta da MarkShop

Atualizado em 3 de jan. de 2025

Hello Neil

We sincerely apologize once again for the inconvenience caused to you during the Christmas and New Year holiday period.

We are deeply concerned about the timeliness of couriers and delivery as it cannot be guaranteed within this time frame, so we have noticed as early as possible on the website in early December. We have reviewed that your order, the (UK Stock 3-5 Working Days Delivery) DOUTTS C29 750W Motor 25km/h 48V/15Ah 29 Inch Electric Bike Single Battery / UK Mainland*1, was placed on 18 December 2024 —just two days before the last shipping date of Friday 20th December 2024. We have sent you email updates on 19 Dec 2024 08:54 once we were notified by the warehouse that the last one of the C29 has been sold out unfortunately. Another update on 20 Dec 2024, 07:23 asking if you can confirm that you would like to swap to an available e-bike with a quicker 1-2 working day delivery timeframe. While we couldn’t guarantee delivery before Christmas, this was the best alternative we could provide. We were awaited for your reply until you confirmed you prefer a refund on 21 Dec 2024. We have issued the refund immediately and the refunds typically take 3-8 business days to be processed, depending on your bank.

We hope all our customers are happy and our aim is always to ensure our customers are satisfied. We have replied to you that the Duotts C29 is normally 3-5 working days delivery prior to the order, what we can do is to ask the courier to deliver it as soon as possible. During this exceptionally busy period, unexpected stock shortages and 1-2 day delays in inventory updates occurred. We are sorry for this unexpected situation. We are sorry that you are not able to find an alternative present for your son, we still wish you and your family a happy new year.

We will continue to work hard and keep putting all our effort into delivering the best customer services to all our customers.

Best wishes

MarkShop