Item wasn’t in stock however, their stock was due in so I wanted to continue with it as everywhere else was sold out. They kept me updated throughout, it was sent next day as soon as it was in stock,... See more
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I originally tried to cancel the order because the advertised delivery times were not met. The courier never contacted me to arrange a suitable delivery date as claimed. Instead, I simply rec... See more
Company replied
Great company to buy from quick delivery bike well packaged and little assemble needed vipcoo h3 worth the buy for this for my nearly 13 year old daughter perfect size speed durability. Thank you
Company replied
I can honestly recommend this company they were very good to deal with quick to respond to enquiries and my item Electric Scooter was delivered bang on time and was exactly as described at a really g... See more
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Company details
Written by the company
Welcome to Trail Surge UK – Your Trusted Electric Bike Specialist. At Trail Surge, we’re committed to powering your journey with the best in electric bikes, electric scooters, and kids’ electric ride-ons. Whether you're looking for an eco-friendly commute or outdoor adventure, we offer unbeatable value and expert service. We stock a wide range of top electric bike and e-scooter brands, including Hitway, DYU, Hidoes, Engwe, and more—trusted names known for performance, durability, and innovation. Every product is carefully selected to give you the best riding experience at the best prices in the UK. Our customers love us for our fast delivery, smooth buying process, and responsive, UK-based customer service. Whether you need help choosing the right model or post-purchase support, we're here to make sure you ride with confidence. From powerful mountain-style e-bikes to compact city scooters and fun ride-ons for kids, Trail Surge UK is your one-stop shop for electric mobility. Join hundreds of happy riders across the UK and experience why Trail Surge UK is one of the fastest-growing names in the industry. Trail Surge UK – Where Electric Adventures Begin.
Contact info
Unit 37, Centenary Business Centre, CV11 6RY, Nuneaton, United Kingdom
- 08000996187
- help@trailsurge.co.uk
- trailsurge.co.uk
3.9
Great
50 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 month
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Fantastic fast service would definitely…
Fantastic fast service would definitely recommend and use this company again
17 July 2026
Reply from Trail Surge
Thank you so much for the brilliant review. We’re really pleased you were happy with the service, and we’d love to help you again in the future!
Tried cancelling the order multiple…
I originally tried to cancel the order because the advertised delivery times were not met.
The courier never contacted me to arrange a suitable delivery date as claimed. Instead, I simply received notifications telling me it would be delivered on three different dates, all of which were delayed. I ordered specifically because of the advertised quick delivery, yet after almost three weeks I still hadn't received the item.
As I never took delivery of the goods, this is not a change-of-mind return. The item is simply being returned by the courier after the failed delivery attempts.
I'm pleased the matter is now being dealt with, but only after I left this review. The experience from ordering through to resolution has unfortunately been disappointing.
It looks to be dropshipping as the test message came through as Ecolution International
16 July 2026
Reply from Trail Surge
Updated Reply: 29th July.
Thank you for your further response, Kevin.
We do need to clarify that the courier did contact you on multiple occasions and provided delivery updates within the stated delivery timeframe. They attempted to arrange a suitable delivery date, but did not receive a response for approximately eight days.
We have reviewed the order history. A return request was submitted through our returns portal on 23 July, with “Changed my mind” selected as the return reason. Before this, we had not received a cancellation request by email, WhatsApp or telephone.
We also did not receive a cancellation request from you by email, WhatsApp or telephone before this review was left. Once we became aware of the issue, we contacted you directly and have worked with the courier to arrange the return.
For clarity, TrailSurge does not operate as a dropshipping business. Courier or fulfilment notifications may occasionally display a distribution partner’s name, but the order remains with and is handled directly by TrailSurge. We proudly stock all products within our UK Warehouses in Birmingham & Nuneaton.
We are glad you are now happy this is being handled with. We would like to remind you that we are only a phone call or whatsapp away 0800 099 6187.
Kind regards,
TrailSurge
Reply from Trail Surge
Thank you for the fantastic review! We’re really glad you’re happy with the bike. Enjoy it, and please let us know if you ever need anything.
Delivered ahead of time and followed up!
Delivered ahead of time, followed up with an email, really nice people to deal with. Just the job.
23 July 2026
Unprompted review
Reply from Trail Surge
Thank you for the lovely review! We’re so pleased it arrived ahead of schedule and that you were happy with the service. Enjoy, and we’re here if you need anything.
Reply from Trail Surge
Thank you for your review Ian.
We really appreciate your order and are happy you are enjoying your new rides.
Any issues, you know where to call.
Kindest Regards & All The Best.
HOW TO BECOME AN EASY RIDER
Item was easy to purchase and was delivered swiftly.
Product was easy to use and the battery lasted a long time before needing a recharge. Only point to be aware of is it is quite heavy. I am very happy with the
product and get much enjoyment from it.
9 July 2026
Reply from Trail Surge
Thank you for your review John.
We wish you many happy memories on your new ride!
Kind Regards
Fabulous bike, good price, terrible service.
1. Response time to emails and phone requests are abyssmal. Many times they did not reply at all
2. I paid £100 for full setup, and they did assembly just fine. But they did NOT set up control panel:
a. P08 must be set to exactly 67 to get faster than 15 mph motor boost
b. P03 must be set to ACTUAL battery voltage (48v for me), or the control panel indicator and/or app are dangerously wrong (can show full power available when battery is dead)
c. These settings should also be INCLUDED on PAPER in all bikes sold in UK.
3. The delivery service was good, and on-time. But they knew nothing and did nothing about setting up control panel.
4. The rear rain fender did not fit, I had to cut it down since it overlapped the brackets for the tail light
5. The front struts are HIGHLY susceptible to rust. I recommend JENOLITE Waxoil Rust Prevention & Protection Aerosol Spray BUT KEEP DISC BRAKES and PADS ALWAYS covered when using sprays. WARNING.
This is a fabulous bike. I am 74 and this is by far the best bike I have ever had since starting to ride when I was 6!
18 July 2026
Unprompted review
Reply from Trail Surge
Thank you for taking the time to leave such detailed feedback. We’re very pleased to hear that you are enjoying the bike and consider it the best bike you have owned.
We’re sorry that our response times and communication did not meet the standard you expected. We accept that the display settings should have been explained more clearly when the bike was assembled, particularly the correct battery-voltage setting. We will review the setup information provided with assembled bikes so that customers receive clearer guidance.
For safety and legal reasons, we cannot configure bikes beyond the permitted road-use assistance settings. Any changes to speed-related display settings are made at the owner’s discretion and may restrict where the bike can legally be used.
Our delivery partner is responsible for transporting the bike only and does not carry out technical setup or adjustments. We apologise if this was not made clear beforehand.
Regarding the rear mudguard, it should fit without needing to be cut. Had you contacted us before modifying it, we could have provided fitting guidance or checked whether anything had been positioned incorrectly during assembly.
Thank you as well for sharing your comments about protecting the front forks from corrosion. Riders should always keep any sprays or lubricants well away from the brake discs and pads.
We genuinely appreciate both the positive comments about the bike and the areas you have highlighted for improvement. We hope you continue to enjoy riding it.
Great company, customer service and product
Item wasn’t in stock however, their stock was due in so I wanted to continue with it as everywhere else was sold out. They kept me updated throughout, it was sent next day as soon as it was in stock, customer service was excellent, having a what’s app chat is great, quick and and an easy way to contact them. My kids are very happy with the pool.
3 July 2026
Reply from Trail Surge
Thank you for your review Rebecca!
We are made up that your kids are enjoying their new pool.
We hope you make many more happy memories.
Kind Regards
Highly recommend
Super fast delivery . Bike was on time and I was kept up to date with tracking ect. Delivery driver was also super helpful . My son is made up with his bike would highly recommend !!
9 July 2026
Unprompted review
Reply from Trail Surge
Thank you for your great review, it is highly appreciated!
We hope you make many happy memories on your new bike.
Kindest Regards
Trail Surge
Reply from Trail Surge
Thank you for your great review, it is highly appreciated!
We hope you make many happy memories on your new bike.
Kindest Regards
Trail Surge
This is one of the best scooters I've…
This is one of the best scooters I've had the value for money is unbelievable the sick delivery is a real bonus as I use it to get to work and back it's saved me alot of money
23 June 2026
Unprompted review
Reply from Trail Surge
Thank you so much for the great review!
We’re really glad to hear you’re happy with the scooter and that it’s helping you save money on your commute. It’s great to know the quick delivery made a difference too.
We hope you continue to enjoy it, and thank you again for choosing Trail Surge.
Kind regards,
Trail Surge UK
Horrendous
Horrendous - they do not keep the website stock levels up to date and so it allows you to purchase an item that isn’t in stock. They then contact you a few days later to offer an alternative… which guess what? Also isn’t in stock! I agreed on my third option and week or so later it was ‘damaged in transit’ and instead of sending a replacement (website still showing as in stock) they have now cancelled the order and processing a refund until - I have not received a penny at this point and I’m starting to wonder if I ever will!
*Update - I have since received the refund.
3 June 2026
Unprompted review
Reply from Trail Surge
Hi,
We’re really sorry for the poor experience here. This clearly has not gone the way it should have, and we completely understand your frustration.
There was an issue with stock availability updating correctly, and then the alternative order was affected by a transit damage report. We appreciate how disappointing that is after already agreeing to other options.
To be clear, your refund is not in question. It is being processed back to the original payment method, and depending on the payment provider or bank, it can take a few working days to appear. We will make sure this is completed and confirmed with you directly.
We apologise again for the inconvenience and we are reviewing the stock feed issue so this does not happen again.
Kind regards,
Trail Surge UK
Absolutely terrible
Absolutely terrible. Didn’t arrive in the 3-5 days as stated. On contact I was told that it was to ensure the quality of the build of the bike. The bike turned up in a terrible state. Nuts and bolts missing. Had to strip and rebuild and was completely unsafe which we found out on our first outing. Sent photos and videos and met with empty promises. Such a shame as was going to make another purchase but based on this experience. Not now. Direct feedback has been given to trialsurge via WhatsApp
25 May 2026
Unprompted review
Reply from Trail Surge
Hi,
We’re really sorry to read this and we completely understand your disappointment.
This is not the standard we expect, especially where the condition and safety of a bike is concerned. If parts were missing or anything arrived incorrectly fitted, that is something we take seriously and we apologise for the inconvenience caused.
We can see you have already contacted us directly via WhatsApp and provided photos/videos. We will review everything again and make sure this is followed up properly so we can work towards a fair resolution.
We’re sorry again that your experience has fallen short, particularly as you were considering another purchase. We appreciate the direct feedback and will use it to improve our checks and communication going forward.
Kind regards,
Trail Surge UK
Great company to buy from quick…
Great company to buy from quick delivery bike well packaged and little assemble needed vipcoo h3 worth the buy for this for my nearly 13 year old daughter perfect size speed durability.
Thank you
25 May 2026
Reply from Trail Surge
Thanks so much for your kind review!
Thanks again for choosing us, and we hope you enjoy many great rides on your new dirt bike!
Kind regards,
TrailSurge UK
Ausom f1 max
First time I have ever used trail surge but the customer service and products are fantastic. I love the scooter I bought from these and everyone has been really helpful
22 May 2026
Reply from Trail Surge
Thanks so much for your kind review!
We’re really pleased to hear you’re loving your Ausom F1 Max and that you had a great experience with us. It means a lot, especially as this was your first order with TrailSurge.
Thanks again for choosing us, and we hope you enjoy many great rides on your new scooter!
Kind regards,
TrailSurge UK
Excellent delivery service extremely…
Excellent delivery service extremely quick and friendly and excellent service when replying to my email requests I will definitely be using this company again for any future purchases as the price was the lowest I could find anywhere
21 May 2026
Reply from Trail Surge
Thank you so much for your fantastic review!
We’re really pleased to hear your delivery arrived quickly and that you were happy with our customer service and pricing. We always try to offer the best possible value while keeping customers updated and supported.
Thanks again for choosing TrailSurge UK — we’d be happy to help with any future purchases.
Kind regards,
TrailSurge UK
Reply from Trail Surge
Thank you for your review!
We’re glad to hear you were happy with our quick replies and fast delivery. We really appreciate your support.
Kind regards,
TrailSurge UK
I can honestly recommend this company…
I can honestly recommend this company they were very good to deal with quick to respond to enquiries and my item Electric Scooter was delivered bang on time and was exactly as described at a really good price. Very happy with my purchase well done Trail Surge.
30 April 2026
Unprompted review
Reply from Trail Surge
Thank you so much for your kind review.
We’re really pleased to hear you were happy with the service, price and delivery, and that your electric scooter arrived exactly as expected. We truly appreciate your recommendation and your support.
Kind regards,
TrailSurge UK
Disgraceful service - Order #05-13071-50217
I am writing this review again as my previous one was flagged. For the record, my Order Number is 05-13071-50217 (purchased May 2025). To claim you have "no record" of this order is factually incorrect and a disappointing attempt to silence a genuine customer.
The facts of my experience:
• Product: Kids electric motor X bike developed a fault within 4 months.
• Communication: I spent months being ignored. Emails, messages, and calls went unanswered. The "responsive UK-based service" advertised was non-existent in my case.
• Resolution: I only received a response and a resolution after officially threatening legal action.
It should not take a legal threat to get a company to honour a warranty. I am extremely disappointed by the lack of professionalism and the subsequent attempt to dispute my original review instead of acknowledging the poor service I received.
Prospective buyers should be aware of the difficulties they may face if their product develops a fault.
7 May 2026
Unprompted review
Reply from Trail Surge
We completely deny the claims made in this review. We have checked the details provided and cannot verify this experience as described. We have no record of any order from you.
We take genuine warranty issues seriously and always ask customers to contact us directly with a valid order number, proof of purchase, and clear details of the fault so we can investigate properly.
We are also concerned that this review may not be a genuine customer experience and may be connected to a competing business.
False or misleading reviews can be very damaging to a small UK business, and we ask that only genuine, accurate experiences are posted.
Any future customers, know your in good hands we promise.
TrailSurge Customer Support
I bought a Koolux BK6S from trailsurge, this bike is absolutely brilliant, top quality
I bought a Koolux BK6S from trailsurge, the bike is brilliant, never let me down once, super helpful and great customer service, these guys are fantastic
25 April 2026
Unprompted review
Reply from Trail Surge
Thank you for your kind review Tony!
Customers like yourself, is why we do what we do. You have been a dream to talk to. We wish you all the best on your new E-Bike!
Kindest Regards
Trail Surge Team
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