I had learned about Upway via an online search. My daughter's e-bike was totaled in an accident Sept 2025, so we were finally in a place to replace her e-bike. We live in West LA, about 30+ minutes (depending on traffic) from the LA showroom. We stopped in to look around one day and decided we would buy her e-bike there once the right one came through. We also popped in during the showroom promotion weekend, just to ask a few questions about the Aventon Abound SR, which is the bike we decided on. That bike wasn't available at the time, but wanted to get some questions answered. Unfortunately, the gentleman working (not sure of his name) seemed like all he wanted to do was make a sale rather than answering our questions, so it wasn't much help.
I set up a notification alert via the Upway website so we would know when the bike we were looking for came in. It was only a matter of days before we were alerted and found one. I immediately made the purchase online (which was what their employee told us we HAD to do to ensure we got the bike we wanted since they don'toffer holds), and a couple days later, we picked it up from the showroom.
Our grave disappoint came when we arrived to pickup. When we walked in, Shon was at the front desk and acted like he couldn't be bothered. No greeting when we walked in, and no glimpse of emotion when we let him know we were there to pickup a bike (we made an appointment). No eye contact, and he made it very clear with his body language that he didn't want to help or be bothered, yet he was working the front desk.
Jay came out a couple minutes later and pulled our bike from the holding area. We asked to test ride and explained that we had made the online purchase, and this was the first time seeing the bike in person (not the first time seeing the Aventon Abound SR, but first time seeing the bike we purchased). He had no problem and walked with us outside. We gave the bike a look over before test riding and notice it was dirty. Someone had spilled some food or liquid on the bike and the frame had residue. Jay told us we could just wipe it off and it shouldn't be an issue. This wasn't just a tiny spot. It was food residue down multiple areas of the center frame. He didn't offer to clean it up, no apology, just put it on us to take care of. Shouldn't the bike have been cleaned and ready? Isn't that why it took a couple days to be ready after purchase?
We had just dropped $1500+ on this bike. The customer service was absolutely horrible, and the fact that our "new" bike (less than 3 miles, so practically brand new) wasn't even cleaned up and ready for us made me not ever want to refer this company to anyone, ever. The guys made it clear that customers do not matter. They are there to basically just be cattle call and bring a bike to you when you purchase, and that is all. They can't be bothered to answer questions, and definitely don't want customers in the showroom. Horrible, horrible experience. read more