Razor Power Core E90 Electric Scooter

The Razor company has the worst customer service I’ve ever experienced in my life! Their customer service department is so rude it’s incredible that they’re still in business. I purchased two Electric Razor Scooters for my twin boys for their Christmas present from Santa. We took them out for a spin on a Saturday after charging the battery for 24 hours and they were super excited. One of my boys crashed into a bench because the back wheel detached and fell off of his scooter while he was riding it in our neighborhood! There were plenty of witnesses. He got banged up pretty bad. When my neighbor and I ran over to tend to his injuries, I had to put some Band-Aids on his cuts. He said, “The back wheel just popped off mom!” Sure enough, the back wheel had no screws on it! When I compared it with my other sons scooter that we received on the same order, I realized that they had forgotten to put the screws on the back wheel before they shipped it to us!!! I double checked the box when we got home and there were absolutely no screws anywhere to be found. The instructions clearly state that the scooter is completely assembled except for the handlebars, which they provide you a tool to align and assemble yourself and that’s it. No mention of screws needing to be added or tightened. Because this was a Saturday... their customer service department is closed on the weekend ....so when I called the 800 number there was a recording saying that they open on Monday and were closed for the weekend. So, I had to wait ... I called them first thing Monday morning. The first person I spoke with tried to transfer me to a supervisor because it was an urgent matter and they felt it needed to be escalated... unfortunately she disconnected me. I called back AGAIN and spoke to someone in customer service name Carl. He transferred me to a supervisor named Esmeralda. She was very rude to me and acted like I was inconveniencing her and she did not treat this matter with concern at all for my sons injuries that were sustained from their DEFECTIVE product. She never apologized to me or offered me any type of compensation. Esmeralda told me to send her an email with pictures that I told her my neighbor and I had taken. I immediately sent her the photos and detailed description of what had happened. She never responded back to me. I called eight different times that week and they kept telling me that she was at a meeting and then at company party in the office and ALL the managers were having a party that week for Christmas and New Year’s and therefore, no one was available to take my call. I never heard from Esmeralda for at least a week....AND The only reason that I heard from her is by my 10th phone call... I reached someone in customer service named Joy. I told Joy that I wanted a different customer service manager because Esmeralda was nonresponsive and completely unprofessional. She apologized for my experience and made a note of it for someone else to call me back. Low and behold, I got an email from Esmeralda.... not a phone call... It’s been over a week now since she returned from her holiday vacation break...(this was the week of December 28th- January 3rd) At which point, she emailed me that she would send me a refund but they would not give me any kind of compensation.. not even $10 for the damage that was done to my son not only physically but also mentally... remember ....this was a Christmas present from Santa and he was not able to use his electric scooter. I hope the owner of the company reads this review and contacts me. I’ve been in sales my whole life and I’ve had to deal with customers who are dissatisfied and I know that this is not the way to treat a consumer who is a frequent buyer and purchases your product including helmets, protective gear and push scooters etc. My kids are very young and when I’m looking to purchase them products I will opt to steer away from the Razor brand and make sure to tell all my friends and family to do the same. I will be posting this on my Facebook page as well as yelp and as well as any other social media spot I can find. My advise ...train your people better or shut it down because you’re going to get a class-action lawsuit one of these days and I’ll be happy to be a part of it.—signed “Mamma Bear.”