From a loyal returning customer to ignored ghost: Massive regression by YT Industries.
I have been a loyal customer of YT Industries for many years, having bought at least four of their bikes in the past. I always considered the brand reliable. Unfortunately, my latest order of two e-bikes has turned into an endless loop of chaos, administrative failure, and an absolute lack of professionalism.
The issues started right at the very beginning:
Technical and Administrative Chaos: My long-standing account suddenly stopped working for some reason. Trying to set up a new business account completely overwhelmed their support team. Due to a supposed glitch in their VAT number verification system, they instructed me to create a standard retail account instead and email them my VAT details. The endless back-and-forth emails, fixing incorrect invoices, and just finalizing the order took an entire month.
Missed Deadlines: The e-bikes were supposed to be available by the end of May. The wire transfer was sent immediately. It has now been over a month since the promised deadline, and the bikes have still not been delivered.
Ghosting the Customer: The worst part of this entire experience is the complete breakdown in communication. The company either replies with massive delays or completely ignores my emails. Staying silent while holding a customer's money is absolutely unacceptable.
It is shocking that a returning customer who regularly spends significant amounts of money with them is treated like an afterthought. If a company cannot deliver a product on time, the bare minimum is to keep the client informed. I strongly advise against buying from them until they sort out their internal processes and learn how to respect their customers.
Reply from YT Industries
Hi Wojciech,
Thank you for taking the time to leave such detailed feedback. It genuinely helps us identify where the customer experience needs improvement.
Since restarting the company, we've been operating as a small team, working hard to respond to and process every request as quickly as possible. While we're not always able to reply as quickly as we'd like, we're continually improving our processes and expanding the team to provide faster, more consistent support and reduce response times.
We want to deliver a first-class experience for every customer, especially loyal returning customers like yourself. I'll personally be in touch to discuss your experience and see how we can regain your trust.
Thank you again for your patience, and we hope you're enjoying your new Decoys.
The YT Team