Kalkhoff Bikes – Dein E-Bike Experte  Reviews 

Great bikes, appalling customer care and zero dealer accountability

I bought a Kalkhoff e-bike less than two years ago to use as my primary, daily mode of transportation. While the bike itself is good, the after-sales support and manufacturer responsibility are utterly non-existent.

My local authorized reseller recently closed their branch and instructed me to travel 60 km to their other location for mandatory warranty work and servicing. Under Belgian consumer law, warranty service must be provided within a reasonable distance and without significant inconvenience to the consumer. For someone relying on their bike daily, 60 km is completely unacceptable.

I contacted Kalkhoff directly, expecting a reputable brand to care about customer satisfaction and how their authorized dealers treat buyers. Instead of helping bridge the gap or facilitating a reasonable solution—such as authorizing local transport or a nearby repair partner—Kalkhoff simply washed their hands of the situation. They hid behind standard replies claiming they cannot enforce anything on independent dealers.

To make matters worse, when I asked if I could have the bike serviced at an independent local bike shop instead, Kalkhoff warned that doing so would void my warranty.

Summary:
Dealer closes local shop → sends customer 60 km away.
Manufacturer refuses to intervene or help.

Independent local repair → manufacturer threatens to void the warranty.

Kalkhoff chooses dealers who disregard basic consumer standards and takes zero responsibility when customers are left stranded. I will never buy a Kalkhoff again. I bought a German brand for the reputation, now i regret not buying an cheaper chinese bike that i would have serviced anywhere

Alles war tip top. Danke

Loved the service from them! Top notch

I ordered my bike un France on sunday and received it on tuesday! Really fast!
The customer service awners really quickly too and they do have at heart to awnser your questions as best and fast as possible. I recommend !

My first Kalkhoff, the Image 5 + Advance, was well built. The only complaint related to a noisy battery cover and poorly constructed mudguards. Two months ago I bought my second with great expectations. The Entice 3 belt had been a questionable purchase as the quality was not as expected. Same issue with the battery cover. Kalkhoff kindly replaced it but it still rattles. Poorly designed. The mudguards are braced better. While the frame, motor and electronics are excellent the main issue for me was the poor quality indeed faulty front forks. I took the bike on a 100 km dirt/gravel road last week. The forks performed poorly and banged on full extension. The pedals have grooved friction pads which fill with dust and become slippery. One wonders if presales road testing ever took place. The Image 5 pedals are far superior. I would not recommend this bike for anything more than tarmac roads and bike paths even though the advertising strongly suggests gravel and track riding. I will upgrade the forks at my expense and trash the original ones. My rating 3 out of 5.

Globally a very good bike in term of performance and fun (Entice 1b move) but by far too fragile accessories (chain guard, light, too thin lighting wire, etc.) + spare parts are proprietary and very difficult to find (no online sales, not at general bike shops), only available from the official distributor: a deal-breaker for me next time. Kalkhoff team you should improve this point !!!

Just had a question about my bike. Got a perfect answer and also fast.

Polite response from the support team. However, customer needs have been disregarded in favour of strict following of inflexible administrative rules (Ticket 106720739539). This can ruin company reputation. I will think twice should I need to buy a Kalkhoff bike again.

Apart from making a beautiful e-bike, I had a small query that was resolved immediately via email. Customer Service was very prompt.

I am happy to positively update my review following interaction with Kalkhoff customer service after my recent negative review.
We have two Kalkhoff Endeavour B9 electric bikes, which we have enjoyed to the full for several years. However I recently felt compelled to write a negative review after both battery lock mechanisms failed and broke in exactly the same place within three months of each other. We purchased a replacement lock mechanism for the first lock, but when the second one broke in exactly the same place a few months later there was clearly an issue with the particular locks that we had. After leaving a review Kalkhoff asked us to get in touch, and were very responsive to help us resolve. I cannot fault their customer service (even several years after purchasing the bikes) and we have found the bikes excellent since purchase. Given our ongoing and recent experience with Kalkhoff customer service and their bikes, we wouldn’t hesitate to wholeheartedly recommend them.

Ammazing customer service from Kalkhoff. Sent an email at weekend from UK asking for help with parts for my broken E-bike. Before I had even woken up Monday morning I got a response in English, which Im very grateful for. Explaining everything I need to do, who to contact, which part number etc. I was blown away, this is exceptional customer service something we rarely get in UK. All we get is chatting to a chatbot that doesnt understand you so it was very refreshing to have such a quick and personel response. Thank you to Lilija who helped me and thank you Kalkhoff for being a great company. Please come to the UK and teach our buisness leaders how to do customer service. Kennedy.

I wish I had read the reviews on here first.
Spent £3k on Kalkhoff ebike. After 800k and 4 months, the cassette had worn out. Kalkhoff blamed the way it was being ridden due to high ebike torque.
I know other e bike owners who have higher torque and no such issues.
I regret buying my ebike from them.
Although the responsiveness of their online customer service is great (when telling you too bad)

Customer service was very responsive and I am pleased with the personal and direct response I received. The issue was taken care of via my dealer but with strong support from Kalkhoff.

Kalkhoffs are expensive e-bikes with very short lifespan. Batteries are bespoke, have design flaws, and Kalkhoff doesn’t have spares when they die. Need to be rebuilt by specialist lithium battery repairers (costs around £400 a time).

Battery maintenance is onerous ie. don’t discharge below 30%, don’t charge in excess of 70%, store between 10-20 Celsius ie. inside your house, which is dangerous for batteries of this capacity. See Kalkhoff battery care.

Depreciation very high and my Wife’s bike with dead battery is essentially worthless. Would never, ever buy a Kalkhoff again.

The Impulse motors are not fit for purpose and Kalkhoff are really keen to just ignore them because eventually they will go away. I don't trust this company because they haven't behaved honestly and responsibly.

Following the original posting of this review
Kalkhoff have been in touch and confirmed that repairs to Impulse 1 motors are not possible. They have offered me the opportunity to purchase a replacement motor which I will not take up because (1) the motor is repairable by someone who knows what they are doing, despite Kalkhoff refusing to supply spare parts, (2) I refuse to pay to replace a motor that was unfit for purpose from the drawing board.
Kalkhoffs UK distributor (52Cycles) was driven into bankruptcy by the weight of warranty claims from this shoddy design and build. An honest company would take responsibility and replace them free of charge.

Refreshingly exceptional. Highly recommend Kalkhoff Bikes! In an era where customer service can feel scripted and rigid, Kalkhoff truly stands out. Their team went above and beyond, adapting their solutions to fit my specific needs—impressive flexibility and genuine care. It's not just about policies; it's about practical, satisfying outcomes. If you value thoughtful customer service and innovative solutions, Kalkhoff is the way to go. #CustomerServiceWin #KalkhoffBikes