louis-moto.co.ukReviews:
860 reviews in the last 12 months6,391 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.
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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.
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Reviews for louis-moto.co.uk
28 Mar 2024
Verified review
You didn't explain that I would have to pay an extra £65 for customs to Royal mail you need to make it more clear so people can make a decision very pleased with jacket
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Answer by louis-moto.co.uk
2 Apr 2024
Thank you for your review.
Basically, you only have to pay the customs fees for the release of the parcel, we will then process a compensation for these fees for the customers concerned.
We will contact you directly to clarify this matter.
Greetings from Hamburg - Your Detlev Louis Team
16 Mar 2024
Verified review
Got wacked with a £97 import fee , took so long to get here then to have to pay import fee, wasn't happy.
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Answer by louis-moto.co.uk
18 Mar 2024
Thanks for rating us .
We are sorry for the inconvenience and the time taken by the customs, we will refund you this fee.
15 Mar 2024
Verified review
i cant rate your product as i have not received it yet, i havnt even heard from DHL yet.
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Answer by louis-moto.co.uk
18 Mar 2024
Thank you for your comment.
According to Parcel Force, they have attempted to deliver your parcel and it has now been returned to their depot where it is being held securely. Their driver will have left a card explaining what to do next.
If you continue to struggle with the parcel, we kindly ask you to contact us via phone or email:
Mailto:service@louis.de
Phone.: 0049 40 734 193 60
Your Team Louis
1 Mar 2024
Verified review
Havent been told i have to paid for customs tax csoted me another £70
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Answer by louis-moto.co.uk
4 Mar 2024
Thank you for your review.
We will of course refund the customs charges mentioned - we will contact you by email regarding this.
We would like to apologise for the inconvenience and the additional work involved in customs clearance.
Greetings from Hamburg - Your Detlev Louis Team
28 Feb 2024
Verified review
Why I still need to pay for custom fee is not included?
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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
23 Feb 2024
Verified review
Still waiting arrival of the order 10 days after purchase, held in customs without being informed, waiting for customs charge refund as well. It depends on how long this will take to see if I buy from Louis again
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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.
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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!
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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
9 Jan 2024
Verified review
I feel item to be misdescribed..
It was actually the lock I need but is not included in the latch “lock”
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30 Dec 2023
Verified review
Still waiting on delivery of item ordered on the 18th Dec.
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Answer by louis-moto.co.uk
5 Jan 2024
Thank you for your review.
We apologize for the delay in delivery.
According to DHL parcel tracking, the parcel has now been delivered to you as of 03.01.2024.
We hope you enjoy your order and send our regards!
Your Louis Team
17 Jan 2024
Verified review
I ordered the goods & you delivered them
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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.
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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.
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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.
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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
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.
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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
10 Jul 2023
Verified review
Good company, good product seriously let down by the delivery company it uses. To add insult to injury, having paid £8.00 up front. for delivery, I had to go to a depot and pay £58.00 extra to get my parcel. Pleased with the product not the after service. Sent an E mail to advise the company had no response.
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Answer by louis-moto.co.uk
10 Jul 2023
Dear Sir
Unfortunately, we are not on the same day with our mails. We replied to your email today. Thank you for your patience.
Your Louis Team
CS
Craig S.
Hertford
21 Aug 2023
Verified review
Normally I will rate Louis equipment as 5 star ,however this time I am afraid I will only rate it as 3 stars. Reason being the advert for the TIGRA fitclic is misleading. , I purchased the amourshield expecting it to be a complete cover,but instead it's just the front part of the unit.see photo
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Answer by louis-moto.co.uk
23 Aug 2023
Thank you very much for the review.
The product description and the accompanying illustrations convey more at first glance than you then get.
There is a brief note in the description that could be clearer.
We will pass this on to the colleague responsible and, if necessary, the product presentation will be optimised.
Greetings from Hamburg - Your Detlev Louis Team
29 Aug 2023
Verified review
I had difficulty in using the web site and struggled to find item I wanted despite knowing the code, email replies were always a coupl of days . Marked as dispatched quite quickly but still no goods a couple of weeks later!
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11 Sept 2023
Verified review
Order still not arrived and no idea when it will. Also am very worried that when it does arrive that it will be wrong. I ordered the pannier rack for a Moto Guzzi v85tt and your email says it's a rack for an Africa Twin.
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18 Dec 2023
Verified review
Good selection and price, relatively slow shipping. You can't see the final cost to you until after the payment point, which is just a way the shop online is setup. Please improve
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Answer by louis-moto.co.uk
18 Dec 2023
Thank you for your review.
Delivery is made from Germany, usually directly from the main warehouse in Hamburg.
A delivery time of around one week results from customs clearance, in your case it only took 5 days.
The final price is calculated from the value of the goods with the postage costs directly in the shopping basket, which works quite well in our online shop.
Only in the case of extra customs duties do our customers from Great Britain have to contact us once to settle them.
Greetings from Hamburg - Your Detlev Louis Team