Razor

Utterly disappointing experience We ordered a bike specifically because Razor advertised a guaranteed delivery timeframe that ensured it would arrive before Christmas/birthday. We ordered well within the stated window and complied fully with their policy. The bike never arrived. What made this experience especially disappointing was the lack of accountability. There is no phone number to call, no way to speak to a real person, and no one seemed to have a clear idea where the order actually was. Communication was slow and vague, and responsibility was subtly shifted to the transport company rather than Razor simply owning the failure of their own delivery guarantee.

As a customer, the guarantee was made by Razor, the courier was chosen by Razor, and the purchase decision was made in good faith based on Razor’s promise — not the transport company’s.

The end result is a child missing out on their birthday present, which is exactly what the delivery guarantee was meant to prevent. A refund was eventually offered, but that doesn’t undo the experience.

For a large, well-known brand, this lack of ownership and customer support was genuinely disappointing.

Customer Service is non existent – Contacted Razor via email as their phone number just disconnects you. They sent the wrong part even though I clearly sent photos of the product stickers with model and serial number. Now they are not replying almost a month later and several emails. Kids are stuck with a broken $400 Crazy Cart Shift

No after-sales support for faulty product – Bought 2 E Prime Air electric scooters and one stopped working (won't charge or turn on) after 2 months of minimal use in our street. Have been attempting to phone and email Razor Australia for a warranty claim (as per instructions from distributor) for over 6 weeks now and have been ignored after an initial response back on 6/3/23. It's now 14/4/23. Phone lines aren't answered (you can't even leave a message) and emails bounce back occasionally. Will be taking this further shortly to ACCC/Fair Trading.

Purchased crap direct and getting no help – Purchased non working electric scooter last October. It stopped working after one ride. No response to my messages and now their inbox is full. Email bounce back. Will be phoning tomorrow and next to ACCC.

They ignore simple questions – Considering that a scooter is a moderately complicated machine and you can't see the merchandise because its an entirely online store, this isn't great. I wasted my time asking. It's also quite rude and probably says something about their general attitude to customer service.