louis-moto.co.ukReviews:
903 reviews in the last 12 months6,434 total reviews
Excellent
Top positive review
26 Feb 2024
Verified review
Louis Moto's prices are competitive, and its telephone customer services advisers are helpful. its good service is let down by its choice of courier in the UK whose accounting team and local depot fall short of being totally useless! I had to pay VAT and other import duties, which Louis Moto repaid to me with a couple of days of me send it the relevant receipts. Parcelforce, then retained my order on the basis of me not having paid the necessary fees despite me having legitimate Parcelforce receipts proving that all import duties and VAT had been paid. It took several weeks, daily telephone calls and many formal complaints to Parcelforce before my order was released to me. Parcelforce tarnished my customer experience with Louis Moto but despite Parcelforce's negative impact on Louis Moto's brand with me I will continue to order from Louis Moto, but I will not be making any 'mega orders' if Parcelforce remains its UK courier.
Read more
Top negative review
23 Oct 2023
Verified review
The boots were never delivered
Parcelforce haven't sent me any letters and are refuse to email me a copy of the alleged letter etc, however I have sent you a photo of the parcel/sticker detailing the charges which is all that I have but you have failed to transfer the money by PayPal.
Read more
Reviews for louis-moto.co.uk
28 Feb 2024
Verified review
Why I still need to pay for custom fee is not included?
Report review
Answer by louis-moto.co.uk
28 Feb 2024
Thank you for your review.
Unfortunately, in our order processing for the UK, it is often unavoidable that our customers pay the customs charges for the release of the parcel. If you provide us with proof of payment, we would arrange for the appropriate compensation.
We would like to apologise for the extra work involved.
Greetings from Hamburg - Your Detlev Louis Team
25 Jan 2024
Verified review
Custom duty is NOT paid despite advertised as such
You advertise your products as: All prices include statutory VAT and include customs duty (Great Britain) excluding £8.58 shipping costs for Great Britain.
After my order was stuck for a week at the delivery depot I contacted you and you tell me I would need to pay duty and then claim it back from you. Nope, please just send me my money back.
Report review
Answer by louis-moto.co.uk
25 Jan 2024
Dear Sir,
Thank you for your review.
We will contact you directly by email.
Best regards
Your Louis Team
5 Feb 2024
Verified review
they forgot to pack my Boots..how can you miss that.still awaiting them.
ordered Boots, a charging lead and socks, took nearly 10 days to come and they forgot to pack the boots, how can you miss that i dont know, then took them 3 days after i emailing them to realise and still awaiting the boots as promised, ordered 25th January..
so maybe find local or another store online..
Report review
Answer by louis-moto.co.uk
5 Feb 2024
Thanks for your opinion .
We are sorry for the inconvenience the missing product is now in process.
15 Jan 2024
Verified review
Jacket Still Not Received - Customer Service Abysmal.
Jacket still not received, why? I am the customer you should be checking the tracking and updating the customer. I can only describe my experience as abysmal in every way. Urgently request refund to my PayPal Account. Dr R Nicholas
Report review
3 Feb 2024
Verified review
Hasn't Arrived.
I ordered a Klim Jacket and Trousers on the 21st Jan, it shipped two days later. It has been 11 days since I ordered it and it still hasn't arrived. Nearly two weeks since the order.
Report review
Answer by louis-moto.co.uk
3 Feb 2024
Thank you for your review.
Unfortunately, customs clearance for your parcel took longer than usual, in this case there will probably also be a letter from Parcel Force.
Once you have received the notification from Parcel Force, please simply pay the customs fees for the release of the parcel.
You can then send us proof of payment to service@louis.de so that we can reimburse you for the customs charges.
We apologise for the delay and the extra work involved.
Greetings from Hamburg - Your Detlev Louis Team
6 Feb 2024
Verified review
The panniers came very quickly thank you. But the carrying rack is still to come.
It would have been better if they all came together!
Report review
Answer by louis-moto.co.uk
6 Feb 2024
Thank you for your review.
The saddlebag holders have to be delivered later, but the parts will probably not take longer than two to three weeks to arrive.
Logistically, it has proven to be a good idea to dispatch products that are already in stock.
We would like to apologise for the delay with the backlog.
Greetings from Hamburg - Your Detlev Louis Team
28 Jan 2024
Verified review
Goods not arrived so cannot give any stars really. Wondering if i have been ripped off.
Report review
Answer by louis-moto.co.uk
29 Jan 2024
Thank you for your review.
In accordance to the dhl-package-tracking, the Delivery-Process is still in motion - we will watch the delivery. If nothing concrete happens in this week, we will start a package-investigation together with DHL.
We keep inform you.
Update:
We have seen that the goods have now been delivered to you as of 30.01.2024 and hope you enjoy your order.
If, contrary to expectations, this is not the case, please do not hesitate to contact us (Kundenservice@louis.de),
Thank you very much!
Best regards.
Your Louis Team
27 Jan 2024
Verified review
What's the Point?
What's the point of asking me to rate goods that have I not received?
Report review
Answer by louis-moto.co.uk
27 Jan 2024
Thanks for your opinion .
we apologise for the inconvenience caused by this information ,unfortunately it goes automatically .
17 Jan 2024
Verified review
I ordered the goods & you delivered them
Report review
23 Oct 2023
Verified review
The boots were never delivered
Parcelforce haven't sent me any letters and are refuse to email me a copy of the alleged letter etc, however I have sent you a photo of the parcel/sticker detailing the charges which is all that I have but you have failed to transfer the money by PayPal.
Report review
10 Oct 2023
Verified review
Stop advertising in the UK
Either stop advertising in the UK, or make it much more clear that not only are your "competitive prices" so competitive because there's a chunk of import costs to add, but also the time it takes for the delivery to arrive is massively impacted by the antiquated Royal Mail importation service you choose to use, meaning the items are held in customs awaiting a hard copy letter arriving at the customers home address, only then to find out there are importation costs to pay. Then, when the CUSTOMER dares to complain, you attempt to externalize this problem, intimating it's the CUSTOMER'S fault for leaving the EU. Absolutely shocking service, so I instead bought the same item for cheaper in the UK with a next-day delivery...
Report review
11 Dec 2023
Verified review
item never arrived
DHL International handed over to parcel force who didnt wait for the door to be answered and put a blank card through the door.
no re delivery occured, through the parcel tracking i discovered they delivered my parcel to a collection point which no one can help me locate as parcel force dont accept calls and the automated service doesnt accept the DHL tracking number.
one lost parcel, no refund. ill stick to local bike stores such as J&S and sportsbikeshop
Report review
20 Jun 2023
Verified review
Customs issues not made clear before at any point until I got a letter from the courier
This has been a disappointing experience. It was not made clear to me that delivery would take so long and that there would be customs issues. I ended up having to lay out a further £130.76 to get my item delivered and so far have not been reimbursed. If I had not paid the customs duty, who knows when I would have received my goods. Definitely not worth it for us in England to buy from the EU anymore.
Report review
29 Aug 2023
Verified review
Beware says customs paid but isn't.
My order was meant to be customs cleared,I then get a letter from delivery agent asking for nearly£50 to get item,I contacted them to be told pay it and claim back,I contacted with details and shed for them to pay as I didn't want to go through trying to get my money back, initial email was quick then sent 3 more with no reply.
Report review
Answer by louis-moto.co.uk
29 Aug 2023
Thank you very much for your feedback. Your concern has been forwarded and still is in progress. But it probably will not be possible to pay the custom charges for you. You would need to wait for the return, if you want a refund for the goods which you ordered. this approximately takes up to six weeks due to parcelforce. I am afraid.
28 Aug 2023
Verified review
Product excellent. However, we had to pay additional VAT bill to have items delivered despite having already paid this to sellers. Can you please make it clearer to import handlers that VAT has already been paid? I’m reclaiming from HMRC. Wish me luck.
Report review
Answer by louis-moto.co.uk
29 Aug 2023
Dear Mrs.
Sorry that you received a customs bill. Please send us a photo or scan of the bill. With a photo of the bill with the detailed information about Customs Duty, Import VAT and clearance fee we can pass your case on to our accounting. We will then give you a full refund of the expenses to your credit card or PayPal account. Thank you in advance for your help.
Your Louis Team
22 Jun 2023
Verified review
£69 in import taxes.
Wasn't clear when buying the boots that when exported to the UK that i/customer would have to pay an additional £69 on top for import taxes which would have made it cheaper to buy from a UK supplier.
Report review
14 Jul 2023
Verified review
I have received a customs charge and after several emails and a phone call i am still awaiting the refund of £83. If you want good reviews i suggest you act more quickly to refund these and respond to emails quicker. Im not very happy !!!!!!!! I await the refund in another 10 days i have just been informed after several attempts to get an answer !!!!!!!!!!!!!!!!!!!
Report review
Answer by louis-moto.co.uk
17 Jul 2023
Thanks for your opinion
We have forwarded your request on 13.07.23. You will receive the refund this week.
23 Jun 2023
Verified review
Faulty Carberg Driod helmet. Took two weeks to accept fault. Without consulting customer for a replacement. Just refunded the item price without refunding the shipping cost. I have to email to get the shipping cost back. Replace the order again and wait for another two weeks to get the helmet. A order ended up taking me more than 4 weeks to get a helmet I can use.
Report review
Answer by louis-moto.co.uk
6 Jul 2023
Thanks for your review.
We are very sorry that you had a bad experience with our service.
Nevertheless, we hope that we can continue to count you among our customers.
Best regards,
Your Louis team
3 Jul 2023
Verified review
Ordered 2 weeks ago, not arrived, just been told I have to pay customs charges to release the goods from impound, no communication from the supplier. Slow reply to any messages just left in the dark to fend for myself. They say " pay the charges to release the goods and we will refund you" absolute shambles. German efficiency? Don't think so!
Report review
26 Jun 2023
Verified review
Ordered a Cardo Packtalk Neo duo system with all VAT and duty included in the price as stated on the website. Item should’ve been received three days ago and then I get a letter in the post from delivery company that I owe £93! There was no prior communication and I still haven’t received any help on the matter.
Report review
Answer by louis-moto.co.uk
7 Jul 2023
Thank you very much for your rating.
We will gladly reimburse customs duties for your customers from the UK. If you had to pay customs duties for the release of the parcel, we only need proof of payment (you could provide this to us with appropriate instructions via email).
We apologise for any inconvenience and extra work caused.
Greetings from Hamburg - Your Detlev Louis Team