I live in a town with great bike trails. In 2020, I was in the market for a new bike. Superstrata bought ads on Facebook seeking funds for “World's first 3D-printed custom unibody carbon fiber composite bike and e-bike.” Take a look at their Indiegogo page: https://www.indiegogo.com/projects/superstrata-bike
By 10/20 they had raised over seven million dollars. I bought a basic model for $1500. Or so I thought. They had promised delivery that fall, but fall stretched into winter, winter into spring, Covid struck, they built their factory in Vietnam. And on and on. They promised delivery in the fall of ‘21. Didn’t happen. They promised delivery in the fall of ‘22. Didn’t happen. Frustrated backers formed a support group on Facebook. Superstrata backers.
“Comments on Superstrata as a company. 0/10. Terrible. I paid for the carbon fiber wheels going on 3 years ago…we’re talking $1600. They decided the wheels are a no go. Stopped manufacturing them but wont refund my money. I’m guessing they are broke. They went so far as to collect my bank information to wire the refund (twice), but never followed through. Customer service(if you could ever call it that) is a joke. You can only email “Heidi,” who will not respond unless it’s about collecting money for the company. As far as the bike itself is concerned, it was also a bitter disappointment. They sold me on it by telling me it was going to be very very light, made out of carbon, fiber, and the weight of two full small water bottles. The bike weighs in at 49 pounds. It is the heaviest E-bike I have ever experienced. Finish is amateurish and components are cheap. Having it to do all over again, hard pass.”
“I downgraded components and was promised a refund in June. In November Heidi said that the refund would be used to pay shipping, and the balance of the refund would be paid when my bike was received, about $725. Got the bike Nov. 28. No refund. Between June and now I have emailed her at least a dozen times, and got a huge runaround. Asking for CC info, then for banking info, then asking for banking info again. Now saying their finance team is just really backed up.
Does anybody have a suggestion here? Has anybody brought any legal claims against them? Can they even be sued in California?
I have tried to reach people at Arevo, but of course they do not respond.
Such bullshit. Any ideas appreciated.”
“There is something wrong Superstrata Bike. I paid dec 28th and they havnt shipped my bike yet. Bike was finished alrdy back in oct. Somehow they keep delaying shipment. Why?? We are busy. How kan it take so long to ship a bike alrdy boxed at factory for several months? I dont get it. Anyone else experienced same issue?”
“I received my bike last week, and it came with the speedster handlebars (they come preinstalled). Unfortunately, when I attached the front wheel the handlebars/front wheel are out of alignment. I emailed Heidi to get instructions on how to address this, and she had to ask the engineering team but I've not heard back after over a week (no surprises there). I'm totally clueless about bikes (this is my first bike in about 40 years) so I'm hoping somebody with more experience can tell me what I have to adjust in order to straighten up the handlebars/front wheel. I tried loosening the 4 bolts that hold the handlebar to the top yoke(?) but that didn't seem to let me adjust the angle.”
“They stole my money, nearly 5000usd. No money, no bike. this happened to me, sadly!”
About a month ago I received the following:
Hello Mike,
I’m thrilled to share that this morning, our team put the final touches on your custom Superstrata.
None of us expected that this journey would unfold at a time of historic supply chain challenges, government shutdowns, and steep inflation. We recognize that this process has likely tested your patience, and we want you to know how grateful we are for your continued support.
Now, the moment we’ve all been waiting for. Our team is proud to reveal the finalized Superstrata we crafted just for you:
Now that your bike is complete, it’s time to make shipping arrangements. As you have likely read in the news, international shipping rates have increased 400% over the last two years. We recognize that this is a steep increase, and understand the frustration that the unanticipated increase may bring.
Option 1: Ship your bike by sea for delivery 65 days after shipment, which leaves a balance of $350 to be collected by Superstrata.
Option 2: Ship your bike via Air Express for delivery 10 - 15 days shipment, which requires a balance of $850 to be collected by Superstrata.
Please note that these shipping options are available until Jan 21st. If we haven't heard from you until then, please be aware that this rate might change to adjust to the global shipping situation.”
A week later:
”As you may recall, your original Indiegogo contribution was exclusive of taxes and duties. For either shipping arrangement, you are required to pay US import tax to take possession of your bike, which is estimated to be $401.5
Once you select your preferred shipping arrangement, we’ll prepare exact billing information within 5 working days. Shipments via air will be provided with a tracking number at that time, while shipments via sea will be able to view shipment progress on the order status page of your account.
Note: Because we are unable to hold your completed order indefinitely, if we don’t hear from you within 10 days of this communication, we’ll work to put your custom perk to good use elsewhere.
Thank you for your support of Superstrata, and your patience as we worked to fulfill your custom perk. We look forward to seeing you aboard your custom ride in the very near future.”
2/2/23
Hello Mike,
Last week, we reached out with the following message regarding your custom Superstrata bike. A response is required in order for us to prepare your final tax and shipping invoice. Please review the message below and let us know how you’d like to move forward.
We look forward to hearing from you.
I have a friend who lives in Saigon, four kilometers from the bike shop. I wrote Heidi and Phil telling them both I was giving the bike to Phil. Heidi wrote:
Hi Phil,
Thank you for your information.
We have updated your address and phone number to our partner as follows:
Shipping address: Phil - ——, Vietnam
Contact number: 0704416038
Shipping to your address in Vietnam will require the following cost:
1. Shipping cost: $50
2. VAT (10%), this amount is calculated based on the retail value of your bike and your shipping cost, which is estimated at: $284.9
-> Total amount for shipping: $334.9
Kindly tell us if you are open to the payment of this transaction.
We look forward to hearing from you soon.
Regards,
Heidi
Note: Because we are unable to hold your completed order indefinitely, if we don’t hear from you within 10 days of our initial communication, we’ll work to put your custom perk to good use elsewhere.
Phil responded:
Sorry Heidi,
I don't understand how it costs over 300usd to bring a 1.4kg bike four kilometres.
LIke I say I am happy to collect it, otherwise I can't pay that kind of money.
Phil
Heidi wrote: Hi Phil,
Thank you for staying connected with us.
After a quick check, your friend did pay for the shipping deposit at $214.43. This amount can be applied towards your total shipping expense.
We will also take a look again at the shipping cost to your address and soon reach out to you for an answer.
In the mean time, would you like us to apply the prepaid shipping deposit towards the shipping cost for this bike?
Have a nice day!
Regards,
Heidi
I looked at used bicycles at a pawn shop. Some nice fifteen-speed models that weigh less than the Superstrata for $350. I ate the fifteen hundred bucks. It was a hard pill to swallow, but I didn’t want to throw another 450 into a bottomless pit for an ill-thought-out concept bike.
Most recently, a backer posted this on the Superstrata Backers FB Page: If many more people file a complaint against Arevo/Superstrata with the Attorney General, they will be left no choice but to go after them. Here's the link: https://oag.ca.gov/contact/consumer-complaint-against-business-or-company
I already filed. All I want is my $ back. They are holding my bike as hostage until I give them $. This is nothing but extortion.
Heidi tried another pitch. I responded: Heidi, once again, I am telling you I am giving my bike to Phil Wyatt who lives three kilometers from the factory.
On 3/21/23 Heidi wrote: Hi Mike,
We have forwarded your request to our Management team for a quick review.
We shall reach out once we get more news.
Have a nice day!
Sadly, this is not uncommon; I've prefunded several Kickstarter projects that didn't pan out; and Kickstarters in general remind me of the early days of microcomputers (early 80s), when engineers would get a great idea, start a (thinly funded) company to realize the idea, and get people to preorder the items.
The problem was (and is) that small companies are limited by cashflow. So new orders provide new cashflow, and so get serviced *before* preorders (since the company already has that cash, and has likely spent it already on things like rent, parts, and salaries).
Beyond all that, though, it definitely does look like Arevo is either extremely cash-poor and trying to chisel extra money for "shipping" or is an outright scam.
Which was also not uncommon in the early days of microcomputers.