motoin — Local services in Aachen

My initial experience was overwhelmingly negative. See below. However after several long (and heated) email exchanges and phone calls Motoin FINALLY agreed to pay for the return shipping of the incorrect item and refund me. I subsequently have modified my 1 star review to a 4 star review. The lose 1 star for taking a long time fix the issue*

I ordered crash bars for my 2023 KTM 690 ENDURO R from Motoin.

When I received the package (it came in thick bubble wrap not in a box) I delivered it directly to my local motorcycle mechanic (RTT Powersports) along with my bike so they could install it.

A day later my mechanic emailed me to say it was the wrong part. It was for a 2012 KTM 690 ENDURO R so it did not fit. My mechanic sent me an email providing photos of the crash bars and their instructions. I forwarded this email to Motoin and received a nonsensical reply asking me what year my bike was, even though I mentioned this in my first email.

After several emails, Merve at Motoin eventually asked me for photos of a barcode. I do not remember a barcode nor does my mechanic. I decided to call Motoin and the guy on the phone said they needed photos of the original packaging. I told him I did not have it as my mechanic discarded it. The packaging was thick bubble wrap so there was no need to keep it.

The guy on the phone then asked me to send the crash bars back to Germany. I explained I could not do that as the cost would be the same as the bars! I am in Sydney, Australia and there is no cost effective way to send bulky items to Germany!

I have provided motoin with sufficient evidence that they sent me the wrong part. They will not accept that evidence and instead insist I send photos of the packaging that my mechanic discarded.

I see Motoin's response as a clear attempt at not taking responsibility for their mistake. They sent the wrong part and instead of replacing it, they ask for photos of original packaging (unreasonable) and ask me to return it at my cost (even more unreasonable).

I have no choice but to report this incident to my bank and try get a refund through my credit card provider!

Motoin management, if you read this review and decide you want to do the right thing my order number is 698806.

I have attached photos of the...

My experience with this store has been very bad. I don't recommend anyone buying here. I made two small orders, and they were safely delivered. The problem arises when you place a large order (or more expensive one) In my case, I bought an Alpinestar helmet and an Alpinestar balaclava. The order cost €1,100 with shipping to Dubai via DHL Express. On the website, they tell you they have stock and immediate shipping (it's a lie) They only advertise it so you'd buy it quickly. 48 hours after paying, they sent me a DHL tracking number saying my shipment had already been shipped. My surprise came when DHL said the store had only recorded the order information online. They haven't sent anything. I received several emails from DHL stating they hadn't sent anything (ans that in any case, the tracking code is not from DHL Express, but from normal DHL, same like Deutsche Post... so even with a real shipment, which is not the case, a shipping through normal post servicemay take weeks to arrive anywhere... but repeat, I know this is not real) I called Motoin several times, and each day they gave me a different version. They said they had already sent it, the next day they hadn't sent it and they were sending it that day, and the next day they gave me another version. Another day, they even told me they were going to open an internal investigation. What investigation? About something they hadn't sent. Don't be fooled. I have a motorcycle group in Dubai of over 100 people, and everyone has been warned not to buy here. I've hired a lawyer in Germany, and if anyone has been allegedly scammed by this company, feel free to write to me and I'll file a criminal complaint for fraud with the police in Aachen, the city where this store is located. Another thing: I bought a pair of Alpinestar pants, and they didn't work for me. I spent money sending them back to Germany to exchange them for a smaller size. The pants are in German customs because they contacted the store to request documentation, and no one responds. Money lost in shipping and lost merchandise. There are better stores, such as...

The pricing was excellent, the store was easy to navigate and the purchase experience was good (for the most part) - until it came time to be shipped. The item was indicated as being In-Stock and 'Available Immediately' with 'Premium Shipping' to the United States. I therefore paid an exorbitant price for expedited shipping and after (7!) days the item had not even been assigned a tracking number. I then sent an email to Motoin and received no response. I then called and left a voicemail, no response. I then called in the middle of the night California time and got an English-speaking customer service rep who advised the item WAS in fact in stock and she had no idea why it hadn't been shipped. I was told I would receive a phone call back explaining what happened later that day and that it would be shipped ASAP. Approximately 10-12 hours later I received a shipment confirmation at last but to this day (3 weeks later) a phone call was never received explaining what happened. When I got my cell phone bill from AT&T last week, that single phone call to Germany cost me over $50 USD, so needless to say, I'm pretty upset about all of this. I asked Motoin for a refund on the shipping costs and they refused and only refunded me the difference between the standard "slow" shipping and the increase I paid for "expedited" shipping. Their reasoning was they still had to pay for the shipping costs no matter what (so what?). My reasoning for asking for the shipping to be refunded is obvious.... besides the fact, who knows if the $400 helmet I purchased would have ever even been shipped had I not called and asked them what the heck was going on. Not sure what to make of this, other than I will certainly be buying from companies in the United States moving forward. Europeans clearly don't get it... sorry,...