I had very nice experience with buying fatbike cross boss v20 in Amersfoort. Ralph helped us to get the best model according to our demandings, he prepared bike, color and showed us everything abou... See more
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I went in to buy an electric bike and had the pleasure of meeting one of the most helpful and dedicated salespeople I’ve ever encountered. He patiently answered all of my questions and made sure I... See more
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I went to get myself a family bike and the transactions went really well. Curtley was a nice person to respond to all my questions regarding payment options, servicing as well as making it easy for me... See more
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Bought scooter in April, dropped off scooter, display not working, called again. I was supposed to bring the scooter back, I said the scooter is new so you come pick it up yourselves, came to pick up... See more
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Company details
About La Souris
Written by the company
LA SOURIS 🛵⚡🌿
RIDE THE TREND 🚀
★ Specialist in e-bikes, fatbikes, scooters, scootmobilen, e-steps & brommobielen
★ 30+ winkels in Nederland en België
Volg ons op Social Media
Instagram | Facebook | TikTok | YouTube
ABOUT US
Waarom zou je genoegen nemen met standaardvervoer als je kunt kiezen voor stijl en innovatie?" Met die gedachte begon La Souris, nu de grootste aanbieder van Light Electric Vehicles in Nederland en België. Van moderne scooters tot krachtige fatbikes en elektrische steps – bij ons vind je het allemaal!
Wat ons uniek maakt? Onze voertuigen combineren kwaliteit en stijl tegen de beste prijs. Of je nu gaat voor een retro-look of een futuristisch design, La Souris biedt voertuigen die perfect bij jouw levensstijl passen.
Onze klanten waarderen onze uitstekende service, waaronder:
- ✔ Bezorging en de beste service
- ✔ Tot 5 jaar garantie
- ✔ Geassembleerd in Nederland en Europese productie
- ✔ De laagste prijsgarantie
Ontdek waarom duizenden klanten vertrouwen op La Souris. Stap in de toekomst van vervoer. Ride the Trend! 🌍
Contact info
Gildenstraat, 5, 7005BL, Doetinchem, Netherlands
- 085 - 303 33 45
- info@lasourisscooters.nl
- www.lasourisscooters.nl
Back to School Deals
3.7
Average
17K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
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See how their reviews and ratings are sourced, scored, and moderated.
Umit helped us got an amazing fat bike…
Umit helped us got an amazing fat bike and was super helpful .
25 April 2026
Unprompted review
Reply from La Souris
Beste Miriam,
Dankjewel voor je mooie review! Wat fijn om te horen dat Umit je zo goed heeft geholpen bij het vinden van een fatbike en dat je zo tevreden bent over de service. We geven je compliment zeker door aan hem.
We wensen je veel plezier met je nieuwe fatbike en veilige kilometers! 😁️
Met vriendelijke groet,
Hailey
La Souris
Takes to long to get your order,online…
Takes to long to get your order,online it say two weeks,but reality is 4-5 weeks
23 April 2026
Unprompted review
Reply from La Souris
Dear Tomas,
Thank you for your review. We understand that the delivery time feels longer than expected and does not match what you anticipated.
We would like to clarify that the delivery time mentioned online is an indication and may vary in practice due to factors such as demand or parts availability. Your order is currently scheduled to be delivered to the store in week 20.
We understand that waiting can be frustrating and we are doing our best to have your order ready as soon as possible.
Kind regards,
Hailey
La Souris
Very bad online customer service
I order a bike online and arrived in the store scratched. Never got an answer on the email or WhatsApp. I was lucky enough to meet in Amstelveen store's salesperson who helped to get a new bike (took us another 2 weeks). SO IF YOU ARE LOOKING FOR AN AFFORDABLE BIKE YES, BUT IN CASE YOU HAVE AN ISSUE GOOD LUCK!
15 April 2026
Reply from La Souris
Dear Areti,
Thank you for sharing your experience. We are sorry to hear that your bike arrived in the store with scratches. This is not the level of service we aim to provide, and we understand how frustrating this must have been. At the same time, we are glad to hear that our colleague in our Amstelveen store was able to assist you and help arrange a replacement bike, even though it unfortunately took additional time.
Your feedback regarding our communication and response times is taken seriously, as this is an area we are continuously working to improve. We understand that good support is especially important when issues arise, and we clearly fell short in your case. If there is anything still unresolved or if we can assist you further, please feel free to contact us directly via social media or send an mail to info@lasouris.nl. We are here to help. Our apologies for the inconvenience and thank you for your feedback.
Kind regards,
Hailey
La Souris
Hello
Hello, it was really good service. umit is the best guy for service so nice and fast in working. i wish good luck to him
21 April 2026
Unprompted review
Reply from La Souris
Dear Ahmed,
Thank you very much for your kind review. We’re glad to hear that you are satisfied with the service you received. We will make sure to pass your compliment on to Umit. It’s always great to hear that his work and service made a positive impression. We appreciate you taking the time to share your experience and wish you many safe and enjoyable rides. 😊️
Kind regards,
Hailey
La Souris
Review:250 Euros paid, order cancelled, still no refund after 14 days
Review:
I am extremely disappointed with the service from La Souris. I placed an order on April 6th and paid €250 upfront. Due to an issue with SprayPay not connecting, I had to cancel the order immediately.
It is now April 20th two full weeks later and I still have not received my refund. To make matters worse, they are completely ignoring my emails and I cannot get through to anyone by phone. It is unacceptable for a company to hold onto €250 of a customer's money without any communication or status update.
I want my refund processed immediately. Please contact me to resolve this.
6 April 2026
Unprompted review
Reply from La Souris
Dear,
Thank you for your review. We are sorry to hear about your experience and understand your frustration regarding the refund process and lack of communication. This is not the service we aim to provide.
We would like to inform you that we have previously sent you a request for additional information in order to properly investigate and process your case. Unfortunately, we have not yet received the required details from you, which is currently preventing us from proceeding further with your request.
As soon as we receive the requested information, we will immediately review your case and ensure it is handled as quickly as possible. You can contact us via WhatsApp or social media.
Kind regards,
Hailey
La Souris
Cross boss mini v20 pro lost power, heavy non electric bike.
What Went Wrong?
My experience with purchasing this bike has been less than satisfactory. I've encountered similar situations in reviews where customers report issues. After ordering online, I waited six days without receiving any email, call, or contact from the store. This prompted me to visit the nearest store for clarification.
Upon arrival, I was informed that the bike I ordered and fully paid for was no longer available, but that there was an alternative model at a higher price. Eventually, after purchasing a higher-end model with accessories I did not require, I received the bike. Following that, the bike performed well for six months without issues, except for the fact that the claimed range was never achievable for either of us.
Suggestions for Improvement
It seems that the overall quality of the product range could be improved. The company appears to be selling a high volume of bikes but is struggling to deliver the level of service promised.
After six months of use, I encountered a significant problem where the bike lost all power. While it can still function as a conventional bicycle, it is quite heavy. As someone weighing 85 kg and measuring 180 cm, I find it difficult to maintain speeds over 15 km/h and struggle after just 1 km.
I visited the shop to address this issue but initially left the bike at home due to its weight. When I inquired about the repair, I was told to return with the bike after making an online appointment. I emphasized that the bike was less than six months old and should be covered under warranty, which led to an agreement that I could leave the bike for inspection.
However, when I returned as scheduled, the staff member I spoke to was not present, and another employee informed me that I needed an appointment. After some discussion, I was allowed to leave the bike for service, but I was advised to check back in two to three weeks.
Weeks went by without any communication from the store. Upon my next visit, the first employee recognized the bike had been there the whole time but had not been informed of its status. He suggested I check back again in two to three weeks due to potential delays in sourcing spare parts.
Now, eight months after my purchase, the bike remains non-functional, and I find myself in a situation where I believe it would be appropriate for this reputable company to acknowledge the warranty and the premium price I paid. A proactive response offering a refund or an acceptable resolution would greatly improve customer satisfaction.
This bike was intended for daily commuting, and I suspect I am not alone in relying on it for transportation. When it fails, it creates significant disruption to my routine. I question why so many of these bikes are sold if timely repairs and support cannot be provided.
10 February 2026
Unprompted review
Reply from La Souris
Dear,
Thank you for your detailed review and for sharing your experience with us. We are sorry to read that your journey with the purchase and use of your bike has not met your expectations.
We understand your frustration regarding the availability of the model, communication in the store, and the later issues with the bike. This is of course not the service experience we aim to provide.
Following your case, we had previously sent you a request for additional information so we could properly investigate your situation and check the status of your repair. Unfortunately, we have not yet received any response or further details from you, which means we have not been able to proceed with the investigation.
We would still like to carefully look into your case and work towards a suitable solution. Therefore, we kindly ask you to contact us via WhatsApp or social media so we can further assist you.
Kind regards,
Hailey
La Souris
Reply from La Souris
Beste Mano,
Dankjewel voor je mooie review! Fijn om te lezen dat je zo tevreden bent over onze medewerkers en dat ze je goed hebben kunnen helpen.
We waarderen je feedback enorm en geven het compliment graag door aan het team. 😊️
Met vriendelijke groet,
Hailey
La Souris
Good service The people working there are good and busy...
De mensen werken daar is goed and bezig ik was blij dankjewel la souris
16 April 2026
Reply from La Souris
Beste,
Dankjewel voor je mooie review! Fijn om te horen dat je tevreden bent en dat ons team je goed heeft kunnen helpen.
We waarderen je bericht en geven het compliment zeker door aan de collega’s in de winkel. 🤗️
Met vriendelijke groet,
Hailey
La Souris
In the shop Antwerpen the responsible…
In the shop Antwerpen the responsible person is really professional and did his best and honest.
Services delivery is also perfect and updating at every step.
14 April 2026
Reply from La Souris
Beste Ilyas,
Dankjewel voor je mooie review en je complimenten voor onze winkel in Antwerpen. Fijn om te horen dat je de service als professioneel en eerlijk hebt ervaren en dat je goed op de hoogte bent gehouden tijdens het hele proces. We geven je complimenten zeker door aan het team in Antwerpen, dat wordt gewaardeerd. 🤗️
Met vriendelijke groet,
Nadia
La Souris
Order Delay and No Customer Support
I ordered my scooter one month ago. Before I placed the order, I was contacted daily and guided through the process. However, once the order was finalized, I have not received any updates for over a month.
I have tried to contact customer service, but it has not been possible to reach anyone by phone. I have waited more than 40 minutes on multiple occasions, only for the call to be suddenly disconnected.
I was initially told that the pickup time would be 1 to 2 weeks, but now I have already waited more than 4 weeks, and I am being told I may need to wait an additional 3 weeks. No one has been able to clearly explain the reason for this delay or provide proper guidance.
This has been a very disappointing and unpleasant experience. The lack of communication and the broken promises are unacceptable. Unfortunately, I have not been able to speak to a single person since placing my order.
Based on my experience, I cannot recommend this company.
16 April 2026
Unprompted review
Reply from La Souris
Dear,
Thank you for your review. We are sorry to hear that your experience has not met your expectations, especially when it comes to communication and the waiting time. We understand that it is frustrating not to receive updates after placing your order, and we sincerely apologize for the inconvenience this has caused. This is not the level of service we aim to provide.
Regarding your order, we would like to inform you that it is scheduled to be delivered in week 18 to our store in Rotterdam. Our steam will contact you as soon as your order is ready to be picked up. We also regret to hear about the difficulty you experienced in reaching our customer service. We are currently experiencing high demand, but we are actively working to improve our availability and response times. Thank you for your patience and understanding. If you have any further questions, please don’t hesitate to reach out to us via social media or via WhatsApp on our website.
Kind regards,
Hailey
La Souris
Structure is needed in the work place
Structure is needed in the work place. You can do better.
5 February 2026
Reply from La Souris
Beste Thompson,
Bedankt voor uw review en het delen van uw feedback. Wij nemen uw opmerking over de behoefte aan meer structuur op de werkvloer serieus. Dit soort signalen helpen ons om onze processen en organisatie verder te verbeteren. Wij blijven werken aan het verbeteren van onze service en efficiëntie, zodat wij onze klanten beter en consistenter kunnen helpen.
Met vriendelijke groet,
Hailey
La Souris
I bought a scooter with the maintenance…
I bought a scooter with the maintenance package at home and now when I need to do maintenance I've been struggling for a month to get someone to come. They are very unserious. I will never buy anything from them again.And the maintenance is still not don.
10 April 2026
Unprompted review
Reply from La Souris
Dear Roland,
Thank you for your review. We are sorry to hear about your experience and understand your frustration regarding the delay in scheduling your maintenance.
According to our records, an appointment has been scheduled in week 18. Our team will visit you at home to carry out the maintenance service.
We apologize for the inconvenience and the longer waiting time you have experienced. Due to high demand, it can sometimes take longer than expected to schedule appointments, but we are doing our best to assist all customers as quickly as possible.
Thank you for your patience, and we will ensure the maintenance is completed during the scheduled visit.
Kind regards,
Hailey
La Souris
Worst experience ever part II
A few weeks ago, I wrote a review about my experience here and how terrible it has been so far. My review was actually answered by someone from the company, and they assured me that my scooter would be delivered on April 13th, asking me to rely on that date.
Well… guess what? It wasn’t delivered. I still haven’t received my scooter, and I have absolutely no response or update about what’s going on.
This level of service is extremely disappointing.
13 April 2026
Unprompted review
Reply from La Souris
Dear Afonso,
Thank you for your review. We’re sorry to hear that your experience has not met your expectations so far.
Following your previous message, we sent you a request for additional information so we could properly investigate your order and situation. Unfortunately, we have not received any response or details from you, which means we have been unable to proceed with your case.
We understand that the delay and lack of communication are very frustrating. We would still very much like to resolve this for you. Could you please provide the requested information or contact our customer service team, mentioning your order number? That way, we can look into your case as quickly as possible and provide you with an update.
Kind regards,
Hailey
La Souris
Verry speed and grateful help
11 April 2026
Reply from La Souris
Dear,
Thank you very much for your positive review! We are happy to hear that you experienced our service as fast and helpful.
We truly appreciate you taking the time to share your experience and are glad we could assist you.
Kind regards,
Hailey
La Souris
Reply from La Souris
Dear Freud,
Thank you very much for your positive review! We are glad to hear that you are satisfied with our service.
We truly appreciate your feedback and are happy to assist you again in the future. 😊️
Kind regards,
Hailey
La Souris
Charges 3,3% deceivingly as Operational costs
Without informing you they charge 3,3% surcharge as operational costs for IN3 payment. It's not an issue if they have informed the customer upfront, but sneakily passes on the charges via payment link where the break-up is not displayed. Upon payment, you receive the invoice and get to know about this deception.
6 April 2026
Unprompted review
Reply from La Souris
Dear,
Thank you for your review. We are sorry to hear that you had this experience and that this came across as unclear or misleading.
We highly value transparency. For this reason, it is clearly stated on our website that a 3% administration fee applies when paying via IN3. This is a standard surcharge linked to this payment method.
We understand that unexpected costs are frustrating, and we appreciate you taking the time to share your feedback. We will take this into account to ensure our communication remains as clear as possible.
Our apologies for any inconvenience caused, and thank you for your feedback.
Kind regards,
Hailey
La Souris
Pathetic
Pathetic, disorganised and giving me the run-around. After one month of writing emails, phoning, going to the Enschede store and sending messages on social media, I have come full circle with La Souris. After they sold me a faulty scooter and I had to take it back 4 times in as many months, I eventually gave the scooter back to them and am still waiting for a refund. Writing a review on Trust Pilot, and now I am told to send an email AGAIN. You don't respond. I provided my order number in my previous review. Why don't you get in touch with the branch and get the information. How can you sell a faulty product and then when it is returned you now say you have no knowledge of a refund. I will send ANOTHER email to the email address you provided. But I think it's time to get legal now. This is not just about poor service anymore, this is about common decency, integrity and honesty which is serious lacking.
4 March 2026
Unprompted review
Reply from La Souris
Dear Emilia,
Thank you for your review. We are aware that you have previously reached out regarding this matter. To ensure these cases are handled properly and efficiently, we manage them directly via email.
Please send us your order details to info@lasouris.nl, and our team will review your case thoroughly and work on a resolution as quickly as possible. We appreciate your patience and are committed to resolving this matter professionally.
Kind regards,
La Souris
Good service 👍
4 April 2026
Reply from La Souris
Dear Mac,
Thank you for your feedback! We’re glad to hear you’re happy with our service. 👍
Kind regards,
Nadia
La Souris
I didn't feel like a customer they…
I didn't feel like a customer they wanted to work with, didn't respond to the request, didn't compromise, didn't offer a way out of the current situation, in Ukraine (the country where I'm from) customer service is much better than yours, I was very upset that they didn't help me with the delivery of the bike, so I bet 1
2 April 2026
Reply from La Souris
Dear Nadiia,
Thank you for sharing your experience. We’re sorry to hear that you felt unsupported and that the delivery process caused frustration. That’s certainly not how we want our customers to feel. We do see that your order has now been completed. If you have any further questions or need assistance with your bike, you can always reach out to us directly via our social media channels or WhatsApp, we’re happy to help and look things through with you.
Kind regards,
Hailey
La Souris
Reply from La Souris
Dear Danish,
Thank you for your kind words! We’re glad to hear you had a professional and friendly experience. Your feedback motivates us to keep providing the best service possible. 😊️
Kind regards,
Hailey
La Souris
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