HeyBike sold me an electric bike advertised with a 30-day free trial and free included baskets, but failed to send the full order. Ontario CA

I purchased a Heybike Cityrun ebike on June 9 for $1,071.43, advertised with a 30-day free trial and free front and rear baskets. The bike arrived partially assembled with no baskets and with no shipping confirmation for them. Assembly instructions omitted a critical and nonstandard stem step, causing a pinch hazard. My wife was injured during reassembly. I contacted Heybike immediately. They initially acknowledged the missing items and design issue, then repeatedly deflected and reset the thread. They refused to send the missing baskets unless I disassembled and reassembled the bike again, and claimed the baskets were “gifts” despite being shown at checkout and in my order summary.

They also demanded a $200 return fee and full repackaging despite their “free trial” promise. I requested a return and label multiple times within the 30-day window, which they ignored. I have since filed a chargeback and reported the issue to the FTC. The company’s practices appear deceptive and retaliatory.