English 
F
Rating: 2 out of 5
Very disappointed, I was sent the wrong battery, fortunately I was refunded
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Customer reviews of Doctibike
Trust Attestation
9,6
/10
Overall rating: 9,6 out of 10
Based on 1 205 published reviews
Summary of reviews
Doctibike consistently delivers fast and careful shipping, with many customers noting on-time delivery, well-packaged parcels, and products arriving as described. The store is praised for reliable order processing, accurate battery compatibility, and products meeting or exceeding expectations, including powerful batteries and flawless performance. Customers highlight professional and responsive service, clear delivery information, and efficient order handling, often accompanied by competitive pricing. Overall, the experience is characterized by quick processing, dependable delivery, and satisfaction with the product quality and packaging.
Reviews 1 and 2 stars
Reset filtersP
Rating: 2 out of 5
Product not compliant with the photo and despite returning the package, it was necessary to fill out a form again to get a refund and the refund delay is quite long
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Response from Doctibike
Hello
We are sorry to hear that your experience with us did not meet your expectations. As this is a technical item, we always recommend contacting our customer service by email before ordering to validate your specifications.
Regarding the refund, we do not understand your comment: no form was requested from you and the transaction was initiated as soon as your package was received in our warehouse. Once validated by us, the time it takes to appear in your account depends solely on the interbank delays of your own institution, which we have no control over.
We remain at your disposal by email to follow up if necessary.
Best regards,
We are sorry to hear that your experience with us did not meet your expectations. As this is a technical item, we always recommend contacting our customer service by email before ordering to validate your specifications.
Regarding the refund, we do not understand your comment: no form was requested from you and the transaction was initiated as soon as your package was received in our warehouse. Once validated by us, the time it takes to appear in your account depends solely on the interbank delays of your own institution, which we have no control over.
We remain at your disposal by email to follow up if necessary.
Best regards,
D
Rating: 1 out of 5
Hello, the delivery does not match the order. See my email sent today to [email protected] Thank you for your response
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Response from Doctibike
Hello,
We would like to once again extend our sincerest apologies for sending you the wrong reference.
Your report has been valuable to us: it allowed us to identify and correct a referencing error on our website.
Remaining at your complete disposal,
Best regards,
We would like to once again extend our sincerest apologies for sending you the wrong reference.
Your report has been valuable to us: it allowed us to identify and correct a referencing error on our website.
Remaining at your complete disposal,
Best regards,
D
Rating: 2 out of 5
A small annoying point about my battery. It does not fit perfectly in its place. Too bad
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Response from Doctibike
Hello,
Thank you for taking the time to share your feedback, even though we regret to learn that you are experiencing this adjustment issue.
Upon verification, this is indeed an isolated manufacturing defect in this series and not a compatibility error with your bike. Rest assured: our after-sales service (SAV) is already in direct contact with the manufacturer to follow up on your case and provide you with a solution quickly.
An important reminder:
This platform is a rating space intended to share your overall experience. It does not allow us to effectively handle technical complaints. For any after-sales service requests, case follow-ups, or technical issues, please contact our team directly by email at the following address: [email protected].
We are doing everything we can to resolve this situation as quickly as possible and thank you for your patience.
The Doctibike team.
Thank you for taking the time to share your feedback, even though we regret to learn that you are experiencing this adjustment issue.
Upon verification, this is indeed an isolated manufacturing defect in this series and not a compatibility error with your bike. Rest assured: our after-sales service (SAV) is already in direct contact with the manufacturer to follow up on your case and provide you with a solution quickly.
An important reminder:
This platform is a rating space intended to share your overall experience. It does not allow us to effectively handle technical complaints. For any after-sales service requests, case follow-ups, or technical issues, please contact our team directly by email at the following address: [email protected].
We are doing everything we can to resolve this situation as quickly as possible and thank you for your patience.
The Doctibike team.
M
Rating: 1 out of 5
I am about to return the battery because it only charges one third even though charged twice overnight!
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C
Rating: 1 out of 5
I typed the reference of my Joycube charger on Google, a Doctibike page appeared with a replacement charger, I ordered it, I received a charger from another brand while the order confirmation says Joycube.. it doesn't work, I contact customer service who tells me that I made a mistake with the voltage for my battery, while I ordered the selection according to my search on Google... they don't have the right charger for me and refuse to take back the one I ordered because I exceeded the return period by 9 days.
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Response from Doctibike
Hello,
Thank you for taking the time to share your experience.
We completely understand your situation regarding the charger reference. The products we offer are particularly technical and specific. Unfortunately, search engines like Google are not always able to filter these technical details with absolute precision, which can sometimes lead to misdirection to our site.
As we have indicated in our recent exchanges, we always advise, in case of doubt, to contact our customer service beforehand. Our experts are very familiar with our catalog and will be able to guide you immediately to the correct reference.
We would like to remind you that, in accordance with the legislation, the legal withdrawal period is 14 days (and not one month in your case).
Wishing you a pleasant day, I remain at your disposal.
Best regards.
Thank you for taking the time to share your experience.
We completely understand your situation regarding the charger reference. The products we offer are particularly technical and specific. Unfortunately, search engines like Google are not always able to filter these technical details with absolute precision, which can sometimes lead to misdirection to our site.
As we have indicated in our recent exchanges, we always advise, in case of doubt, to contact our customer service beforehand. Our experts are very familiar with our catalog and will be able to guide you immediately to the correct reference.
We would like to remind you that, in accordance with the legislation, the legal withdrawal period is 14 days (and not one month in your case).
Wishing you a pleasant day, I remain at your disposal.
Best regards.
C
Rating: 2 out of 5
I ordered a Bosch battery frame for my mountain bike. The phone exchanges were cordial and the shipping was quick and careful. Upon receiving the battery, it was manufactured on 02/26/2023. That's more than 3 years before its delivery... the seller tells me that it doesn't matter, but if I want a refund, I have to return it at my expense... I feel like I'm emptying the stocks at a good price. Too bad.
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Response from Doctibike
Hello,
Thank you very much for your warm feedback regarding the responsiveness and quality of our customer service! We are delighted to have been able to assist you.
To definitively dispel any doubts regarding your battery, we want to reassure you: your product is completely new and was indeed manufactured in 2026.
As we mentioned during our exchanges, the display on the battery uses an
Thank you very much for your warm feedback regarding the responsiveness and quality of our customer service! We are delighted to have been able to assist you.
To definitively dispel any doubts regarding your battery, we want to reassure you: your product is completely new and was indeed manufactured in 2026.
As we mentioned during our exchanges, the display on the battery uses an
A
Rating: 1 out of 5
This is not the right model...
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A
Rating: 1 out of 5
Sending the wrong product does not generate stars.
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R
Rating: 1 out of 5
Another battery than the one I ordered was sent to me. A refund request is in progress after a return in RMA, without a relevant replacement proposal. It has now been 10 days that I find myself without a solution... A commercial gesture on a possible next order would be appreciated!
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Response from Doctibike
Hello,
We would like to once again apologize for the inconvenience encountered.
Our customer service has already taken the necessary steps for the product to be returned to us and for your refund to be processed as soon as possible.
Unfortunately, the reference you are looking for is currently temporarily unavailable from our suppliers. We will make sure to get back to you as soon as it is available again.
Thank you for your understanding and we remain at your disposal for any further questions.
We would like to once again apologize for the inconvenience encountered.
Our customer service has already taken the necessary steps for the product to be returned to us and for your refund to be processed as soon as possible.
Unfortunately, the reference you are looking for is currently temporarily unavailable from our suppliers. We will make sure to get back to you as soon as it is available again.
Thank you for your understanding and we remain at your disposal for any further questions.
D
Rating: 1 out of 5
Very bad experience with this site. I ordered a charger that turned out to be incompatible. I had to return it at my own expense, paying for the return shipping in addition to the initial shipping costs. Instead of a refund, the site imposed a credit note on me while keeping the shipping fees, which I find totally unfair. Moreover, customer service is almost non-existent: I tried to contact them by email to get information about the correct charger, but I never received a response. I strongly advise against this site. Lack of seriousness, transparency, and respect for the customer.
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Response from Doctibike
Hello,
After verification, our customer service has indeed responded to all your requests, including the most persistent ones, with clarity and responsiveness. Your case has been treated with all the necessary attention.
However, we remind you that, in accordance with our General Terms and Conditions of Sale, it is recommended to contact our customer service before placing any order when you have a doubt, in order to avoid this type of situation and a potential product return.
As stated in our GTC, return shipping costs remain the responsibility of the customer in this case.
We remain available if you wish to engage in a constructive manner.
Best regards.
After verification, our customer service has indeed responded to all your requests, including the most persistent ones, with clarity and responsiveness. Your case has been treated with all the necessary attention.
However, we remind you that, in accordance with our General Terms and Conditions of Sale, it is recommended to contact our customer service before placing any order when you have a doubt, in order to avoid this type of situation and a potential product return.
As stated in our GTC, return shipping costs remain the responsibility of the customer in this case.
We remain available if you wish to engage in a constructive manner.
Best regards.
B
Rating: 1 out of 5
The 36V 2Ah Arcade charger with a round 3-pin plug that I ordered to replace the charger for my Beaufort bike does not fit into the battery. I contacted Doctibike for a replacement ten days ago but they have not yet responded.
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T
Rating: 1 out of 5
hello.bad experience, little information for the customer to answer an email 5 days and they do not inform about the deliveries to the islands THANK YOU I HAVE CANCELED the order and I expect the refund
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B
Rating: 1 out of 5
Several return forms remained unanswered due to a pin model error in my battery order. Incorrect customer reception opening hours regarding closing on Friday afternoon at 4:30 PM and not 5 PM. No phone response during opening hours (a phone service on an inventory Wednesday or at the end of Friday afternoon that offers nothing but to call back). Returning the battery by post is impossible (limited to 100w) which redirected me to UPS (the site is not clear about the return methods by our own means). I'm throwing in the towel, I'm going to take a screwdriver to tinker with the battery and swap the connector with the old battery that no longer charges. I do not feel helped at all with this sale.
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C
Rating: 1 out of 5
Part does not work
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Response from Doctibike
Hello,
After analyzing your file, it appears that the ordered reference did not match your initial need. We understand that this type of error can happen, and we remain available to assist you in choosing the appropriate product.
However, since the charger has been modified on your side, particularly at the connector level, we draw your attention to the fact that any modification of a product cancels its original compliance and unfortunately does not allow for its coverage under the after-sales service.
For any similar situation in the future, we strongly recommend that you contact our customer service before any intervention or modification of the product. This allows us to offer you an adapted solution, under the best conditions and without compromising the warranty.
Best regards.
After analyzing your file, it appears that the ordered reference did not match your initial need. We understand that this type of error can happen, and we remain available to assist you in choosing the appropriate product.
However, since the charger has been modified on your side, particularly at the connector level, we draw your attention to the fact that any modification of a product cancels its original compliance and unfortunately does not allow for its coverage under the after-sales service.
For any similar situation in the future, we strongly recommend that you contact our customer service before any intervention or modification of the product. This allows us to offer you an adapted solution, under the best conditions and without compromising the warranty.
Best regards.
E
Rating: 1 out of 5
Only the carrier is to blame. The rest (site, order) is satisfactory.
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C
Rating: 2 out of 5
Customer service and sending system very efficient, but their Diagnosis turns out to be false
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Response from Doctibike
Hello,
Following the receipt of your battery in our workshop, two complete tests were carried out by our technicians. The results revealed no anomalies and the battery was confirmed to be fully functional with a slight loss of autonomy observed.
As indicated during our email exchanges, it is therefore very likely that the malfunction comes from another element of the bike rather than the battery itself.
Best regards.
Following the receipt of your battery in our workshop, two complete tests were carried out by our technicians. The results revealed no anomalies and the battery was confirmed to be fully functional with a slight loss of autonomy observed.
As indicated during our email exchanges, it is therefore very likely that the malfunction comes from another element of the bike rather than the battery itself.
Best regards.
U
Rating: 1 out of 5
Incorrect goods
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Response from Doctibike
Good day,
We sincerely regret to hear that your experience was not satisfactory.
Upon checking, it appears that the provided reference number for the charger matches the recommended model for your device. However, the data we have indicates that the malfunction is likely due to the battery and not the charger.
To quickly provide you with a suitable solution, we have tried to contact you multiple times, but unfortunately, we have not yet received a response from you.
Our customer service is of course at your disposal to further analyze the situation and find a satisfactory solution.
We remain available and hope to speak with you soon.
We sincerely regret to hear that your experience was not satisfactory.
Upon checking, it appears that the provided reference number for the charger matches the recommended model for your device. However, the data we have indicates that the malfunction is likely due to the battery and not the charger.
To quickly provide you with a suitable solution, we have tried to contact you multiple times, but unfortunately, we have not yet received a response from you.
Our customer service is of course at your disposal to further analyze the situation and find a satisfactory solution.
We remain available and hope to speak with you soon.
M
Rating: 1 out of 5
Not great trade policy. Zero commercial attitude. Top telephone customer service. However, I do not recommend.
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C
Rating: 1 out of 5
They didn't send me the charger I ordered
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P
Rating: 2 out of 5
I have received the replacement engine that was certified compatible with the old one, but it is in degraded mode because the speed sensor is not recognized, whereas after a connection test on the old engine, the speed sensor is indeed functional.
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C
Rating: 1 out of 5
It has been more than a month since I have been trying to exercise my right of withdrawal, I have completed all the requests from Doctibike, including filling out forms and others. Without a response, I contacted customer service who asked me again to fill out the form. It is endless and in the end, no refund despite the return at my expense of the product in early August 2025. I am very disappointed.
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A
Rating: 2 out of 5
I am waiting for the coupons to return the package.
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D
Rating: 1 out of 5
How can a sales company be so negligent towards its customers? An order placed at the end of May with the confirmation that my delivery would be made within 15 days, and now, 3 months later, still no delivery and no explanation despite my various follow-ups. I was therefore offered at the end of August the cancellation and refund without any compensation for the damage caused. Two days after this cancellation, I was confirmed the delivery!!! In the meantime, I found another provider, delivery in 5 days and for a price of materials half as cheap. I will not speak well of Doctibike.
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Response from Doctibike
Hello,
We are sincerely sorry for the bad experience you encountered. Your situation does not reflect the level of service we wish to offer our customers.
As indicated during our exchanges, we are unfortunately dependent on the production uncertainties of our manufacturers, which can sometimes cause delays.
Even though this experience has not been satisfactory, we hope you will give us the chance to prove to you in the future the quality of our service.
Once again, our apologies for the inconvenience caused.
Best regards,
The Doctibike team.
We are sincerely sorry for the bad experience you encountered. Your situation does not reflect the level of service we wish to offer our customers.
As indicated during our exchanges, we are unfortunately dependent on the production uncertainties of our manufacturers, which can sometimes cause delays.
Even though this experience has not been satisfactory, we hope you will give us the chance to prove to you in the future the quality of our service.
Once again, our apologies for the inconvenience caused.
Best regards,
The Doctibike team.
S
Rating: 1 out of 5
Defective product upon delivery. Long customer service that I have to follow up on
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S
Rating: 1 out of 5
The product does not fit my Bosch Power Tube 400 (ref. no. 0 275 007 55).
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G
Rating: 2 out of 5
The staff is rather pleasant but 1 question by email ... and 5 emails! Then follow up to ensure my order is taken into account and follow up for it to be delivered ... and get help from the bike seller to adapt the battery (integrate a wire into the bike that acts as an adapter! so-so but the interlocutors are pleasant nonetheless
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Response from Doctibike
Hello Madam,
We are delighted to read that the ordered product has met your expectations.
Indeed, the installation of certain specific parts like yours sometimes requires the expertise of a cycling professional.
Best regards.
We are delighted to read that the ordered product has met your expectations.
Indeed, the installation of certain specific parts like yours sometimes requires the expertise of a cycling professional.
Best regards.
T
Rating: 1 out of 5
A battery sent for repair, deemed irreparable by Doctibike and returned incomplete. Response from Doctibike: "We are sorry for the missing part but we can't find it." Not very professional, especially since this part (dust cover) is not sold with the new battery. I now have a "gap" between the frame and the battery on my €4000 bike. Thank you, Doctibike!
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Response from Doctibike
Hello,
Thank you for your feedback! We are delighted to hear that the new battery works perfectly on your bike.
Regarding the missing "aesthetic" cover lost during the intervention, we apologize. Despite our extensive searches with our suppliers, this part is unfortunately no longer produced.
Although this does not affect the proper functioning of the bike, we understand that it can be disappointing. Please do not hesitate to contact us if we can assist you in any other way.
Best regards,
Thank you for your feedback! We are delighted to hear that the new battery works perfectly on your bike.
Regarding the missing "aesthetic" cover lost during the intervention, we apologize. Despite our extensive searches with our suppliers, this part is unfortunately no longer produced.
Although this does not affect the proper functioning of the bike, we understand that it can be disappointing. Please do not hesitate to contact us if we can assist you in any other way.
Best regards,
G
Rating: 1 out of 5
The received item does not match at all the one ordered... I hope the exchange will work and that it will end perfectly.
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Response from Doctibike
Hello Maame,
Thank you for your feedback, and we are delighted to hear that the second shipment has resolved the situation.
We sincerely apologize again for the initial error and thank you for your understanding and patience throughout the exchange.
Please do not hesitate to reach out to us for any further requests.
Best regards.
Thank you for your feedback, and we are delighted to hear that the second shipment has resolved the situation.
We sincerely apologize again for the initial error and thank you for your understanding and patience throughout the exchange.
Please do not hesitate to reach out to us for any further requests.
Best regards.
N
Rating: 1 out of 5
Ordered a battery, 1 month later while the money has been cashed I am told that the battery is no longer manufactured... they offer me another model that is a bit cheaper and a refund of the difference.. 3 weeks to refund this difference and so back to 2 months of waiting for the battery.. No apology, no commercial gesture and the customer service even tells me that I should have called them before ordering!! A shame!!
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Response from Doctibike
Hello,
We are sincerely sorry for this experience and fully understand your frustration.
Indeed, following your order, we faced a permanent shortage of the initially selected model, information that had not been communicated to us in advance by the supplier. We then offered you a perfectly compatible model, cheaper, and proceeded with the refund of the difference – a refund that, we agree, took longer than expected, and we apologize for that.
Our team does its best every day to provide a responsive and transparent service, but it is clear that in your case, we did not meet expectations and we want to apologize for that.
Best regards.
We are sincerely sorry for this experience and fully understand your frustration.
Indeed, following your order, we faced a permanent shortage of the initially selected model, information that had not been communicated to us in advance by the supplier. We then offered you a perfectly compatible model, cheaper, and proceeded with the refund of the difference – a refund that, we agree, took longer than expected, and we apologize for that.
Our team does its best every day to provide a responsive and transparent service, but it is clear that in your case, we did not meet expectations and we want to apologize for that.
Best regards.
J
Rating: 2 out of 5
Despite my numerous emails sent, I have received no response regarding the diagnostic report from 03/04/2025, which is completely erroneous. Following my various observations, the technician concluded that he had made an error and that my battery had lost 50% of its autonomy, which is entirely different from the report stating: charge and discharge voltage: 0 and that the battery pack was out of service!.......................
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Response from Doctibike
Hello,
We are sorry to hear that you have not received our response. Unfortunately, it sometimes happens that some of our messages are redirected to spam, which may explain this situation.
Please know that our customer service strives to respond to each request within 48 hours, with personalized and relevant answers. The satisfaction of our customers remains our daily priority.
If needed, I invite you to contact us directly at 09.67.04.31.33
Best regards.
We are sorry to hear that you have not received our response. Unfortunately, it sometimes happens that some of our messages are redirected to spam, which may explain this situation.
Please know that our customer service strives to respond to each request within 48 hours, with personalized and relevant answers. The satisfaction of our customers remains our daily priority.
If needed, I invite you to contact us directly at 09.67.04.31.33
Best regards.
P
Rating: 1 out of 5
I paid for a delivery on April 15 and received it on April 22, a great Easter weekend with an electric bike; the purchase was a bike battery.
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Response from Doctibike
Hello Sir,
We fully understand your disappointment and would like to sincerely apologize for the inconvenience caused.
In your case, the delivery delay is entirely due to a failure on the part of the carrier, independent of our will. We did indeed ship your order within the announced deadlines, but unfortunately, the subsequent process no longer directly depends on us.
We share your frustration, especially since we know how important it is to be able to enjoy your equipment on time, particularly for the weekend.
Rest assured that we are reporting this incident to the carrier so that it does not happen again.
Thank you again for your understanding,
Best regards,
We fully understand your disappointment and would like to sincerely apologize for the inconvenience caused.
In your case, the delivery delay is entirely due to a failure on the part of the carrier, independent of our will. We did indeed ship your order within the announced deadlines, but unfortunately, the subsequent process no longer directly depends on us.
We share your frustration, especially since we know how important it is to be able to enjoy your equipment on time, particularly for the weekend.
Rest assured that we are reporting this incident to the carrier so that it does not happen again.
Thank you again for your understanding,
Best regards,
C
Rating: 2 out of 5
The photo on the site and the delivered product are not the same.
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Response from Doctibike
Hello Sir,
Thank you for your feedback.
Despite numerous searches conducted with our various suppliers, we have unfortunately not been able to offer you a compatible 36V charger for your battery, as it is particularly specific.
We are sincerely sorry and ask you to please excuse us for this inconvenience. Please be assured that we are doing everything possible every day to best meet the needs of our customers and to provide you with complete satisfaction.
We remain at your disposal for any further requests,
Best regards,
Thank you for your feedback.
Despite numerous searches conducted with our various suppliers, we have unfortunately not been able to offer you a compatible 36V charger for your battery, as it is particularly specific.
We are sincerely sorry and ask you to please excuse us for this inconvenience. Please be assured that we are doing everything possible every day to best meet the needs of our customers and to provide you with complete satisfaction.
We remain at your disposal for any further requests,
Best regards,
V
Rating: 1 out of 5
Charger received that does not work
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Response from Doctibike
Hello Madam,
We are sincerely sorry to learn that the charger you received turned out to be defective. We apologize for this inconvenience.
Our goal is to offer new and quality references, and we regret that this product did not meet your expectations.
Best regards.
We are sincerely sorry to learn that the charger you received turned out to be defective. We apologize for this inconvenience.
Our goal is to offer new and quality references, and we regret that this product did not meet your expectations.
Best regards.
M
Rating: 1 out of 5
I am not satisfied because the product does not match what I wanted.
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Response from Doctibike
Hello,
We are sorry to learn that the product received did not meet your expectations. After verification, we indeed found an error in the product sheet, and thanks to your feedback, we were able to correct it to ensure better transparency for our future customers.
We sincerely thank you for your report and remain at your disposal to find a solution that can satisfy you.
Best regards,
We are sorry to learn that the product received did not meet your expectations. After verification, we indeed found an error in the product sheet, and thanks to your feedback, we were able to correct it to ensure better transparency for our future customers.
We sincerely thank you for your report and remain at your disposal to find a solution that can satisfy you.
Best regards,
A
Rating: 1 out of 5
A mercantile company that only seeks its own interest and has no desire to meet the expectations of its customers.
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Response from Doctibike
Hello Sir,
We are sincerely sorry that you had this impression. Contrary to what you mentioned, we have attempted several times to contact you in order to find a solution suitable for your situation, but unfortunately, we did not receive a response from you.
Our priority remains the satisfaction of our customers, and we invite you to contact us directly by email or by phone so that we can resolve this together.
Best regards,
We are sincerely sorry that you had this impression. Contrary to what you mentioned, we have attempted several times to contact you in order to find a solution suitable for your situation, but unfortunately, we did not receive a response from you.
Our priority remains the satisfaction of our customers, and we invite you to contact us directly by email or by phone so that we can resolve this together.
Best regards,
C
Rating: 1 out of 5
No feedback from the sales department to review
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Response from Doctibike
Hello Mrs. Miaux,
We are sincerely sorry that your experience with Doctibike did not meet your expectations.
Please know that we take every complaint very seriously and that our customer service has made every effort to respond to you as quickly as possible.
Your last email was dated April 18 at 3:08 PM and a response was provided to you on the same day at 3:23 PM.
We then attempted to reach you by phone on April 22, leaving you a voicemail, followed by an email.
A new call without response was made on April 28, followed by another email on the same date.
In this last email, we informed you that your refund had indeed been processed a few days earlier and we asked if you had been able to confirm its receipt in your bank account.
Bank processing times sometimes apply and we wanted to ensure its proper receipt.
Despite our attempts to contact you, we unfortunately have not received any feedback.
Sometimes certain emails are redirected to spam, which could explain this misunderstanding.
We fully understand your disappointment regarding the processing time of this refund and we apologize for this wait.
Rest assured that we have worked on our procedures to resolve this waiting time.
We remain at your disposal if you wish to discuss again.
Customer Service.
We are sincerely sorry that your experience with Doctibike did not meet your expectations.
Please know that we take every complaint very seriously and that our customer service has made every effort to respond to you as quickly as possible.
Your last email was dated April 18 at 3:08 PM and a response was provided to you on the same day at 3:23 PM.
We then attempted to reach you by phone on April 22, leaving you a voicemail, followed by an email.
A new call without response was made on April 28, followed by another email on the same date.
In this last email, we informed you that your refund had indeed been processed a few days earlier and we asked if you had been able to confirm its receipt in your bank account.
Bank processing times sometimes apply and we wanted to ensure its proper receipt.
Despite our attempts to contact you, we unfortunately have not received any feedback.
Sometimes certain emails are redirected to spam, which could explain this misunderstanding.
We fully understand your disappointment regarding the processing time of this refund and we apologize for this wait.
Rest assured that we have worked on our procedures to resolve this waiting time.
We remain at your disposal if you wish to discuss again.
Customer Service.