(800) 939-0310 | FREE shipping on ebikes to the lower 48!
June 1, 2018
Mike and Ty from RPB here. We wanted to take a few minutes to talk to you about product availability and our business process. As many of you have seen, we are currently out of stock of all models of our electric bikes, and when they do come back in stock they are selling out in a matter of minutes (despite having hundreds available) due to demand. We started RPB because of our love for electric bikes and our dream to share them with the masses. The last thing on Earth we want is to be in the position where we can't offer you what you want and truly apologize if we have caused you frustration, heartache, and anything else besides pure joy.
We project our inventory needs and begin manufacturing months prior to ebikes arriving at our facility to ship because of the long lead time. This spring, because our customers are so amazing, sales exceeded our original projections resulting in out of stock inventory and rapid sellouts. To remedy this, we have exponentially scaled up both the number of ebikes being manufactured and the frequency in which they arrive.
As we follow along with the conversations online and with our Customer Experience teams, the number one thing we are seeing/hearing right now are people asking for the ability to pre-order (back-order) out of stock inventory. Because this is such a hot topic, we wanted to share some insight on our business and rationale for not offering pre-orders on out of stock inventory along with why we believe it leads to a better experience for you, our customer. Overall, we want everyone to have an equal chance of getting an ebike as soon as possible.
Early on in our business, we actually did offer pre-orders when items went out of stock and found that it led to a poor customer experience as customers were placing orders without an exact arrival date. Though we typically have an accurate arrival date, delays beyond our control can happen, and when they did it was extremely upsetting to customers. We believe that when you place an order it should be in stock and ready to ship. You may see that other ebike companies offer pre-orders. This is often done out of necessity. Many require pre-orders to fund their next order as they do not have the capital to place a large order prior to selling them first. What this leads to is placing an order and then waiting often months for enough orders to be placed and for the bikes to be manufactured and shipped. This is just not the way we like to do business.
Not offering pre-orders on out of stock inventory will lead to a higher likelihood that customers will get a bike and get riding faster. Had we offered pre-orders on out of stock items over the last few months, the bikes that are complete and ready to ship now would be used to fulfill orders that were placed months ago, while pre-orders placed now may not be fulfilled for months while inventory catches up with demand. By only selling in stock inventory (which for most models is replenished weekly) you have the opportunity to order right away and get it shipped within days of purchasing.
Now, as we mentioned earlier, when bikes do come back in stock they often go fast. We have sold hundreds per minute because of high demand. We want to let all of you know that we are committed and working tirelessly to ensure that we have enough inventory to fulfill the current demand and then some, all without increasing pricing. With 50+ employees ranging from supply chain to support, product to marketing, R&D to finance, we will not be happy until this is resolved, that is our promise. More ebikes will be available very soon, so please visit the bike's product pages to sign up for email notifications once items are back in stock, and follow us on Facebook, Twitter, and Instagram for inventory updates.
We hope that we were able to shed some light on the current situation, you will be able to #RideRad before you know it!
Mike, Co-Founder / CEO
Ty, Co-Founder / CMO
We want everyone to have an equal chance of getting an ebike as soon as we have them in stock. Early on in our business, we did offer pre-orders on out of stock items, but found that it led to longer wait times, and a ton of frustration and confusion. We believe that when you place an order, it should be in stock and ready to ship. By only selling in stock inventory (which for most models is replenished weekly), you have the opportunity to order an ebike right away and get it shipped within days of purchasing.
What’s more important is that we’re working tirelessly to ensure that we have enough inventory to fulfill the current demand and then some. We have exponentially scaled up both the number of ebikes being manufactured, and the frequency in which they arrive and become available for purchase.
No need to constantly check, all of our ebikes that are out of stock have a form that allows you to add your email address so you'll be notified once it's back in stock! This way you will be kept in the loop as we receive more information on our next shipments.
We don’t disclose this because we’re a private company, but we can tell you that it’s more than ever before and that we’re currently the largest ebike company in the US. Demand is extremely high and we’re selling out in a matter of minutes, despite having hundreds available.
During the busy summer period, please use our website to order your bike. Our phone lines become quite busy, so it is best to get your name on a bike and then follow up with any questions once your order has gone through.
No. The ebikes on our website and in our retail stores are sold to individual people and families who purchase no more than two ebikes at a time. We do have a Commercial Division that coordinates higher quantity orders, but these are completely separate from consumer sales.
While we do absolutely appreciate our returning customers, we take pride in providing accessibility of our bikes to everyone. We are not aiming at creating an exclusive club of owners and hindering the ability for new customers to receive an ebike. As a token of customer appreciation, we do offer a returning customer discount, you can find this discount code in your order confirmation email.
We will absolutely honor a discount if a bike is out of stock at the time you are purchasing your first bike. We will charge full price for the first bike, and then apply the full discount to the second bike. Please order online and secure your bike, then follow up with us in writing so we can document that your second bike was not in stock at the time of checkout.
Phone: (800) 939-0310
Sales/Tech Support Hours: Mon-Fri 9am-5pm PT
Seattle Store Hours: Mon-Fri 9am-5pm Sat-Sun 9am-3pm PT
Seattle Store Address: 2622 NW Market St, Seattle WA, 98107
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