Purchased a bike from Vello for Four Thousand Four Hundred US dollars over three years ago. Bike I ordered still not ready. Kickstarter and Get Human did not help. Vello made no genuine effort to resolve the situation due to manufacturing defects and unusually long wait times.

GetHuman-snowglow's customer service issue with Kickstarter from October 2019

Help with my Kickstarter issue
The issue in GetHuman-snowglow's own words
I was trying to obtain delivery of a bicycle that I ordered over three years ago and was told delivery would be in April two thousand and seventeen. Never received the bike I backed, Vello hopes it will be in stock March-April two thousand and twenty (!) but with over three years of waiting, no definitive date and VAT now being added or problems with US delivery, I finally accepted a model t... ... Never received the bicycle I ordered, waited over three years and would have to wait a minimum of another six months or longer. If I were to receive the bicycle after October thirty-first, two thousand and nineteen, Vello knew I would have to pay an additional twenty percent VAT. After suggesting that I send the bike to the US, they said that they are having problems with bikes delivered to the US. Kickstarter never read my messages since they sent pre-written responses that were not applicable to the situation. Kickstarter customer service is an oxymoron. I would like to receive the bicycle I ordered, October tenth, two thousand and sixteen, on KIckstarter from Vello for Four thousand three hundred and ninety five US dollars. Please see below for proof. Vello wrote they planned to ship the bicycle in April, two thousand and seventeen. The bicycle was never sent. I have written to Vello and to Kickstarter many times and never received an answer. I did receive and answer from Kickstarter that my email was forwarded to Vello and that I should also contact them. Kickstarted hoped that Vello would respond to my request and hoped that the issue would be resolved. Vello ignored my requests. I bought this bike after deciding that I am better off using a bicycle than a car and have waited patiently for over three years. *(sent to Kickstarter) *****@***.com**Oct **, *:** AM EDT*Dear Support,*Over * years ago, I became a supporter for a Vello bicycle. Although I have politely written to Valerie and Valentin and requested that my bicycle be sent to me, I receive neither response, nor the free upgrades nor the bike. It has been over * years. Can you please help me? I have asked twice that they send the bicycle to my son's London address. Please review message history on Kickstarter. I have also written an email request on their Vello website.*Thank you.*Jude Wiener**Cut and pasted from Kickstarter website.*Selected reward*€*,****VELLO BIKE * Ti with gears**TITANIUM FRAME, SCHLUMPF DRIVE, DISC BRAKES, CARBON DRIVE BELT*(approx. $*.***,- USD)**Recommended retail price: € *.***,- EURO (approx. $*.***,- USD)*Ships anywhere in the world*Estimated delivery:Apr *****Your pledge*Oct ** *****Collected*€*,****Visa*Card ending in *****Expires **********Valerie Wolff****Sun, Sep **, *:** AM*Dear Jude, Thanks for your message on Kickstarter. We have noted in our files that you would like to wait for the rear rack before shipping the bike. We’re abou*Justin Magnolia ******@***.com****Sun, Sep **, **:** AM***to Valentin*Hi Valentin, *I was originally told September to October the rack would be ready. If it is now to be in March ****, that would be a much greater delay. Please send the bicycle with the kick stand you offered to my London address in my prior email. Can you let me know when to expect it. Looking forward.*Jude
Please see above.
The situation was not resolved because I had to accept a bike model that I did not back and could not use.
I was always polite and courteous in all my communications whether by phone or email and waited patiently for over three years.
Listed facts to Vello repeatedly, called them, wrote to KIckstarter repeatedly and to Get Human. No meaningful was given.
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Kickstarter

Vello Bike
Customer service issue
Reported by GetHuman-snowglow
Oct 16th, 2019 - 2 years ago
Not resolved
Seen by 31 customers so far
Similar issue to 543 others
0 customers following this
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Timeline

GetHuman-snowglow started working on this issue
Oct 16th, 2019 11:20am
GetHuman-snowglow indicated the issue is not fixed yet.
Oct 16th, 2019 11:23am
GetHuman-snowglow indicated the issue is not fixed yet.
Oct 16th, 2019 11:23am
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Oct 16th, 2019 12:13pm
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Oct 16th, 2019 12:15pm
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Oct 16th, 2019 12:15pm
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Oct 16th, 2019 3:49pm
GetHuman-snowglow indicated the issue is not fixed yet.
Oct 16th, 2019 5:25pm
GetHuman-snowglow indicated the issue is not fixed yet.
Oct 19th, 2019 11:38am

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