Upway.co

I purchased a high-end Cannondale Carbon Fiber Electric Mountain Bike from Upway, and it turned out to be an extremely regrettable decision. Initially, I intended to buy from REI, a company known for outstanding customer service, transparency, and reliable support, even though their price was slightly higher. However, swayed by Upway's aggressive social media advertising—which repeatedly highlighted "FREE SHIPPING" without clear exclusions—I mistakenly chose Upway. Despite clearly advertising "FREE SHIPPING" prominently in their ads, at checkout I was automatically charged a $150 shipping fee without clear disclosure or options to avoid it. Assuming this was a simple oversight, I reached out to Upway's customer support expecting quick resolution. Instead, I was met with repeated scripted responses, defensiveness, and outright refusal to honor their advertised terms, despite multiple attempts to resolve the issue amicably. Their approach felt dismissive, unethical, and deeply unprofessional. Due to this exceptionally negative experience, I took my subsequent business—three additional high-value electric mountain bikes intended for a charitable event—to REI, whose transparent and responsive service sharply contrasted with Upway's deceitful practices. I strongly caution anyone considering Upway: their misleading advertising, poor customer support, and unwillingness to rectify even simple issues speak volumes about their business ethics. Buyer beware—consider trusted alternatives like REI, who stand behind their customers and their promises.