I am definitely not one who writes reviews, ever! This one needs to be said. My experience with Mokwheel. From the moment I purchased and received my ebike, I could tell I had made the right choice, finally! The quality, performance and attention to detail are outstanding! I purchased four different new ebikes in the past, over a ten year period. From four different companies. Four expensive mistakes. Mokwheel definitely takes pride in what they build. Their customer service, technical support and parts have been exceptional. Whenever I needed help, they took the time to help me, explain things in detail, and make sure I was well taken of. I am not just impressed with my ebike-I am impressed with the company, the people, and the way they stand behind what they sell.
Mokwheel has earned my trust, my respect, and my recommendation.
Five stars without hesitation!!!

⭐ 1 Star — Very disappointing experience

I would not recommend Mokwheel based on my experience. The biggest problem for me was not simply the bike itself, but the level of support when problems came up. Getting warranty issues, replacement parts, repairs, and customer-service responses handled can become extremely frustrating.

What also concerns me is that Mokwheel advertises a 2-year limited warranty, while its return policy has strict conditions: returns generally have to be requested within 15 days, bikes over 10 miles cannot be refunded, return shipping is the customer's responsibility, and the policy allows processing and potentially restocking fees.

I also found a significant number of BBB complaints involving product failures, repairs, delivery problems and customer-service issues. BBB currently shows 34 complaints over the past three years, including 18 product complaints and 10 service/repair complaints, with 4 unanswered and 3 unresolved. BBB currently rates the business F.

There are also customer reports describing long waits for replacement parts, unanswered emails or calls, warranty disputes and difficulty getting defective bikes repaired. These are customer allegations, not proof that every complaint is valid, but the recurring pattern is concerning.

The high Trustpilot rating also doesn't tell the whole story. Trustpilot currently shows 4.5/5 from 587 reviews, but there are still 1-star reviews describing battery and support problems.

For me, the lesson is simple: don't look only at the advertised warranty or overall rating. Read the actual return and warranty conditions and consider what happens if the bike develops a serious problem after the initial return period.

Based on my experience and the repeated customer complaints I found, I would be very cautious about buying a Mokwheel.

I bought two MokWheel bikes, and have over 1,000 miles on each. They are a blast to ride. Minor items that have failed have been replaced immediately, and the customer service is second to none. Nice job all!

Outstanding service from Mokwheel Germany – 11 out of 10! ⭐⭐⭐⭐⭐

Daniel is the Mokwheel representative in Germany, and I honestly couldn’t be more satisfied with his support. From the moment I received my bike and throughout my entire experience, Daniel has been there whenever I needed help.

He is always quick to respond, easy to reach, and, most importantly, he solves problems quickly and efficiently. His customer service is absolutely outstanding and has far exceeded my expectations.

I am extremely satisfied with both Daniel and my Mokwheel bike. Having such a reliable and helpful representative makes a huge difference and gives me even more confidence in the brand.

11 out of 10 stars – absolutely recommended! ⭐⭐⭐⭐⭐

We received the bikes in a timely manner. Overall quality is good, I like the big tires for all terrain. My wife struggles with it being so tall, beings she is only 5'2" wished they had a 24" she doesn't like the 20". My other complaint is that we bought the extra large package. With all the accessories and weren't directions for most of it or location. I would not have spent the money if I would have known that. Out of all the accessories we've used 2. Also the bike rack. They only gave us one hook from the seat to the neck, so we can only use one of the bar hooks and have to figure out how to tie down the other bike, because there both step through. Customer service has been good, quality 4 out of 5, delivery was fast. Blessings Karl

I love my Mokwheel Obsidian, I was hesitant to but at first because I had read many reviews of poor customer service. I have found the opposite to be true. They answered my calls and helped me resolve my issue.

My experience with Mokwheel bikes started in April 2025. I did a spreadsheet comparing 3 different manufacturer's bikes that I was interested in. For a variety of reasons, I chose the Mokwheel Basalt along with the accessories package.

To say that my experience with Mokwheel has been excellent ... is an understatement.

I am 72 years old and based on life experience, I have earned the right to be cynical. I never expected to be impressed but I am.

I have had my bike for 15 months. I have 2,250 miles on the bike. Trouble free from day 1. I had to order 1 part that was starting to fail. I had the replacement in hand within a couple days.

They have been immediately responsive and have kept me constantly updated on any order status, whether it was the original bike shipment or the order of an extremely minor part.

I have so much confidence in the quality of the bike that I am planning the feasibility of a long distance trip utilizing my extra battery and possibly purchasing a trailer. I also, due primarily to my excellent experience with Mokwheel, am seriously looking at purchasing the Onyx bike.

Anyhow, I realize this has been long, but if you're reading this because of your possible interest in a Mokwheel bike, my honest opinion of Mokwheel bikes has been better than I could ever have imagined.

#1 the high quality of Mokwheel eBikes and #2 the high quality of Mokwheel customer support. I use my Basalt daily to commute to and from work, almost 2 years now. Whenever I've had questions or a problem. The Mokwheel customer support has been there to answer the phone and help solve it for me. Mokwheel is a great eBike company and when anyone asks about my eBike I make sure they get the name right and tell them, I did my research - only Buy Quality (which keeps you safe) at a Great Price

called in got a american speaking person determined the issue and they sent the part. nice

The website made ordering easy. The delivery process was executed well, keeping me informed of the delivery status throughout the process.

After the delivery, customer service was able to quickly provide answers to all of the questions I had after using the bike.

Quick delivery. Bike was just as expected and easy to assemble. Rides great. High quality construction.

Good quality, packaged well

I received my bike in Dec. 22, basically 23 and started having problems with the battery in 2025. It is warranted for 2 years as I was told and with no leyway for self-diagnoses to see if I had done something or could do something different. I was told this is normal for the battery life to go bad with a replacement cost of $600. This was not acceptable and I would be alert for this reason to buying this bike. Otherwise, the bike is ok.

My Basalt 2.0 is beyond my expectations, simple to put together and a blast to ride. Customer service is very helpful. I had a small problem and they diagnosed it and shipped a replacement part out quickly.

Website is good and easy to read understand the products. Products were easy to order and I feel we got good deals. The bikes are wonderful, high quality, fun to ride. A bit heavy, but that’s to be expected.

Honestly I'm wildly impressed with this company. The bikes are quality which accounts for the costs, the customer service though is what makes the brand in my opinion. Two or our screens cracked free because I tightened them too much they replaced them. On top of that I messed trying to convert points to rewards and they helped me out no questions no push back. Seriously a lovely brand and outstanding product.

The customer service is outstanding, as well as the product. I bought 2 of the Basalt 2.0 and we love it.
The one thing i would change, I would get a different color then my wife. We always have to look at the bikes twice to see which is which.
Awesome E bikes.

Fast and friendly service, identifying and sending parts to correct the deficiency. Great customer service, and knowledgeable technician's.

It was easy to contact support. It was easy to communicate and understand the support rep. He was clear on what evidence I needed to provide to verify the issue and how to provide it. They accidentally send the replacement part to the original delivery address rather than to my current location as requested. I was able to stop the delivery to the old address and they sent another replacement to the correct address. They later sent a return label for the defective part.