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Mokwheel (mokwheel.com) has 584 customer reviews on Five Star Index, with an average rating of 4.3 out of 5.
Also known as
mokwheel.com
Website
mokwheel.com
Category
Bicycles
Location
Huntington Beach, California
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 17% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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I was sent a bike with defective paint/damaged paint. I asked for a refund and directions on how to ship back and they instead kept offering increasing amounts of discount along with touch up paint. Mokwheel doesn’t listen and sends ignorant responses.
Despite having a US address and every indication they are a US based company, they are not. This is a Chinese company and you will be dealing with foreign customer service.
These bikes are cheap garbage. DO NOT BUY!!!!
Response from MokwheelApr 13, 2026
Hello Joseph,
Firstly, we sincerely apologise that your shopping experience did not meet your expectations, and we truly appreciate you taking the time to share your feedback.
Regarding the paint issue you mentioned, we take this very seriously. All of our e-bikes undergo thorough inspections prior to leaving the factory to ensure both functionality and appearance are in proper condition. However, during long-distance transportation and handling, there is indeed a possibility that minor cosmetic issues may occur. We fully understand your expectations regarding product appearance and your preference to resolve this matter through a return.
During our previous communication, we attempted to offer several solutions, including touch-up paint and a partial refund, in an effort to provide a more convenient resolution. We are sorry that these options did not meet your expectations and that this has led to an unsatisfactory experience.
At present, we have provided you with a return label and have confirmed that your e-bike has been shipped back. We will continue to monitor the return shipment. Should you have any questions during this process, please feel free to contact us via email, and we will be more than happy to assist you further.
We also take your feedback regarding the communication experience seriously and will continue to improve our support to ensure clearer and more efficient assistance.
Lastly, we always value each customer’s experience and remain committed to improving both our products and services. We once again sincerely apologise for the inconvenience caused.
Thank you for your understanding and feedback.
Best Regards,
Mokwheel
UJ
U.J
Katastrophale Kommunikation und Desinteresse!
Katastrophale KOMMUNIKATION, oder nur kein Interresse!?
Hej! Ich hatte am 2.4.26 eine Anfrage an Mokwheel zum Versand Nach Schweden gestellt da es ein interessantes Angebot für mich gab!! Nach mehrfacher Nachfrage , warum ich keine Antwort bekomme schrieb am 9.4 dann "Niki" zurück dass Sie nicht in die Schweiz liefern......???
Zitat aus dem Email Verlauf:
Am 09.04.2026 um 08:00 schrieb Mok DE:
Hallo Jörg,
vielen Dank für Ihre Anfrage.
Leider liefern wir momentan nicht in die Schweiz. Wir empfehlen Ihnen, die beigefügte Liste der Länder zu prüfen, in die wir liefern. Falls Sie eine Lieferadresse haben, können Sie Ihre Bestellung wie gewohnt aufgeben.
Bitte lassen Sie uns wissen, falls Sie weitere Unterstützung benötigen.
Mit freundlichen Grüßen,
Nikki |
Spezialist für Kundenbetreuung
Zitierten Text anzeigen
Hej NIKKI ! Wenn sie meine Nachricht aufmerksam gelesen hätten, dann hätten sie evtl. bemerkt dass die Lieferung nach Schweden gehen soll!!! Und nicht in die Schweiz!!
Also, auf ein neues ! Ich hoffe ich muss nicht wieder eine Woche auf eine Antwort warten, die dann auch meiner Frage entspricht!
Kurz und gut, Mokwheel liefert auch nicht nach Schweden!
Spanien, Frankreich, Belgien alles kein Problem!
Da diese katastrophale und unmotivierte Kommunikation so lange gedauert hat ist mein Rad jetzt ausverkauft!
Überlgen Sie es sich gut was Ihnen beim Kauf eines teuren Bikes wichtig is!
Ich hab wieder etwas gelernt, und kaufe jetzt bei einem zuverlässigen Anbieter!
MfG Jörg
Response from MokwheelApr 13, 2026
Hallo Jörg,
zunächst möchten wir uns aufrichtig dafür entschuldigen, dass Ihre Erfahrung nicht Ihren Erwartungen entsprochen hat, und wir danken Ihnen, dass Sie sich die Zeit genommen haben, uns Ihr Feedback mitzuteilen.
Bezüglich des von Ihnen geschilderten Kommunikationsproblems nehmen wir Ihr Anliegen sehr ernst. Es tut uns leid, dass Ihre Anfrage zur Lieferung nach Schweden in unserer vorherigen Antwort nicht korrekt verstanden wurde, was zu Verwirrung und Frustration geführt hat. Auch die verzögerte Rückmeldung sowie die fehlerhafte Information haben Ihr Gesamterlebnis beeinträchtigt, wofür wir uns ausdrücklich entschuldigen.
Was unsere Versandgebiete betrifft, liefern wir derzeit nur in ausgewählte Länder und Regionen, wobei sich die verfügbaren Ziele je nach Standort unterscheiden können. Aufgrund der unklaren Kommunikation konnten Sie keine rechtzeitige und korrekte Auskunft erhalten und haben dadurch die Möglichkeit verpasst, das gewünschte Elektrofahrrad zu erwerben. Dies bedauern wir sehr.
Wir haben dieses Problem bereits intern weitergeleitet und werden unsere Prozesse sowie die Schulung unseres Kundenservice weiter verbessern, um Anfragen künftig präziser und effizienter zu bearbeiten und ähnliche Situationen zu vermeiden.
Sollten Sie weiterhin Interesse an unseren Produkten haben oder Unterstützung benötigen, können Sie sich jederzeit gerne wieder an uns wenden. Wir stehen Ihnen jederzeit zur Verfügung.
Nochmals entschuldigen wir uns für die entstandenen Unannehmlichkeiten und danken Ihnen für Ihr Feedback.
Mit freundlichen Grüßen
Best Regards,
Mokwheel
MG
Martin G.
Der Support ist nicht existent
Der Support ist quasi dauerhaft nicht erreichbar:
"Der Ansprechpartner möchte keine Anrufe Entgegennehmen"
Response from MokwheelApr 9, 2026
Hallo Martin,
zunächst möchten wir uns aufrichtig für die entstandenen Unannehmlichkeiten und Frustrationen entschuldigen. Wir schätzen Ihr Feedback sehr und verstehen, dass Sie Schwierigkeiten hatten, unser Support-Team zu erreichen.
Nach Überprüfung haben wir bereits versucht, Sie per E-Mail zu kontaktieren, aber bisher keine Rückmeldung von Ihnen erhalten. Bitte seien Sie versichert, dass dies keinesfalls bedeutet, dass wir Ihr Anliegen nicht bearbeiten möchten – wir sind stets bemüht, Ihnen zeitnah zu helfen.
Falls Sie während der Nutzung unseres Produkts auf Probleme stoßen, bitten wir Sie freundlich, uns die Details mitzuteilen. Wir werden unverzüglich einen zuständigen Mitarbeiter unseres Support-Teams beauftragen, sich um Ihr Anliegen zu kümmern und es so schnell wie möglich zu lösen.
Vielen Dank für Ihre Geduld und Ihr Verständnis. Wir freuen uns darauf, Ihnen eine zufriedenstellende Lösung zu bieten und Ihre Erfahrung mit uns zu verbessern.
Best Regards,
Mokwheel
CH
ChrisA
Worst shopping experience in my life
I ordered 2 Asphalt ST bikes. The quality of components is really bad, but this is kind of expected given the very low prices (I ordered during a special easter offer). One of the two works nicely if you accept that you will have to replace components like brakes, chain, etc. over time with higher quality ones. The second one however came with a "connection error" and the motor would not connect. I tried all troubleshooting advices from the webpage but did not succeed.
Update 16.04.2026: After almost two weeks of email conversation I still do not have a working bike. I need to replace certain parts of a brand new bike on my own instead. On top, several parts were shipped, but the part that was obviously damaged has not been replaced. So it seems there is no solution any time soon. The vendor refuses to provide a refund or to replace the bike so far. 3rd sunny weekend in a row that was planned to enjoy cycling missed now.
Update 24.04.2026: I finally received all the required spare parts. However, even after replacing all suggested parts the "connection error" remains. So three weeks after delivery I still don´t have a functional bike. The vendor still refuses to ship a fully functional bike or provide a refund.
Update 01.05.2026: week four after delivery the vendor finally agreed to provide a refund, but only after taking several picture of the bike being packed up to it is original state (which is impossible given the fact that I was forced to replace several parts on my own). Even more annoying the offered refund amount is about 150 € less than what it actually should be. So the annyoing story goes on and on. Meanwhile I bought another bike from a store nearby which I picked up fully functional. Let´s see if I ever get my money back. If this last attempt will not work I will have to take legal action.
Response from MokwheelApr 8, 2026
Hello,
First of all, we are truly sorry that you have encountered this experience, and we sincerely appreciate you taking the time to share your feedback.
Regarding your mention that the first electric bicycle may require replacement of components such as brakes or the chain over time, we would like to clarify that these parts are listed as wear-and-tear components in our warranty policy on the official website. As with all such parts, regular maintenance and eventual replacement are expected. You can refer to our website for full details of the warranty policy if you wish to learn more.
At the same time, we take the issue of the second electric bicycle showing a “connection error” and the motor not connecting very seriously. We also sincerely apologise that you were unable to reach our support team over the past few days, as this is not the service experience we wish to provide.
To help resolve the matter as quickly as possible, we would kindly ask that you contact us. Our professional after-sales support team will follow up with you and provide further assistance.
Thank you for your patience and understanding. We remain committed to improving our products and services and hope that our electric bicycles can continue to bring you many enjoyable rides.
Best Regards,
Mokwheel
TA
Talpos
The worst quality and service ever.
The worst experience with service with this bike brand. I bought 2 Basalt bikes from them 4-5 years ago, when they appeared on the American market. I chose them because of how the bikes look. They are beautiful, but very poorly made and high prices.
They have a 3-5 day return policy, like cars and the miles. You have no way of realizing how weak they are. They came rusted on almost all the screws. The pedal with the pinion on one of them was hit, it had to be replaced. The horn on the other one didn't work, the headlight had to be changed because that's where the bell is. The beauty of this is that you pay for the shipping and it takes 7-9 days for the part to arrive.
You sit with an investment of several thousand $ and wait for their mercy. They respond to emails very late or maybe not at all.
That's what's happening to me now with them. I got caught in the rain and my controller, the electronic display part, broke. Water got into it and …. I ordered one on April 2nd, around 1pm and they registered it as shipping on the 3rd in the afternoon. Today is the 5th and they estimate it will arrive on April 7th or 9th.
So they are playing a joke on the unprecedented. Yes, yes, they have come up with something very good, but they are very unserious with their service and expensive. There are similar products on the market and many times better than these, much cheaper, with differences of $7-900 for the same type of specifications. In addition, they have 15 and 30 day returns, depending on where you buy them. For this reason, these only have 5 days, so that you can't realize how poor their products are.
I don't recommend investing in their bikes. Look for other brands. They have better conditions and models have appeared that are nicer than theirs and with specifications above them. They were pioneers in design and good specifications, they are no more, they have been surpassed by many other brands, plus a different kind of service, which should matter a lot. With them, if you feel like riding and you are surprised to wake up with a defective part, by the time they can deliver the part, you forget you have a bike.
On one of them, the throttle got stuck. The cables on the chain changer rust. A little carelessness with the rain or humidity and you need new parts. I do not recommend investing here at all. If I could give a minus star (meaning to delete some of the ones they have already earned, I would gladly do it. It is too much for what they offer.
I live in Sacramento California. I'm talking about the store in LA that serves me.
They now have xp67 spec products, but they're $2800-3400. And I don't trust them anyway. I was going to buy another bike with 20x4 wheels, but I won't do it again. I found bikes with specs a little higher than them ST for $900 and the other guy for men for $1200. Power specs a little higher, but safety and electronics are higher. Don't bother with them. look for other brands. I would recommend here, but I don't know if I'll delete my comment.
Response from MokwheelApr 6, 2026
Hello,Talpos
We are truly sorry to hear that you have experienced such dissatisfaction, and we sincerely appreciate you taking the time to share your detailed feedback. The issues you mentioned — including rusting, component faults, delays in receiving parts, communication issues, and the recent controller damage caused by rain — are certainly not the experiences we want any of our customers to have.
Regarding the return period you referred to, we would like to clarify our current official policy:
For online purchases, return or exchange requests can be submitted within 15 days from the date you receive your e-bike.
For purchases made through authorised physical retailers, the return period is determined by each dealer individually and may vary between stores.
All return and exchange policies for online orders are clearly published on our official website for customers to review at any time.
We fully understand that being unable to use your e-bike, waiting for replacement parts, or experiencing delayed communication can be frustrating. Although your bikes were purchased several years ago, we remain willing to assist and support you in addressing the issues you are currently facing.
Thank you for choosing our brand in the past, and for providing feedback that helps us continue improving both our products and our service. We will keep working on enhancing product performance, waterproof capability, and after-sales responsiveness to offer a better experience for all customers.
We hope to have the opportunity to assist you properly and gradually rebuild your confidence in our service.
Best Regards,
Mokwheel
TS
Thee S.
Buyer's remorse on Tarmac
Good looking bike with good fit and finish, however performance is a pile of garbage. I have had a Velotric discover 1 and a Lectric XP 2.0. Both of these bikes were 500watt motors and both of these bikes would push me to 25+ on a flat road on throttle only and did much better on hills than the tarmac (I live in a hilly area) The pitiful 750watt motor in the the Tarmac only gets me to 18-19 mph on a flat surface. Yes, all the PAS and throttle limits are set to Max. There is no way this is a true 750 watt motor im my opinion. My brother has a Velotric Summit with a 750 watt motor that runs circles around the Tarmac. Talk about buyer's remorse.
Response from MokwheelApr 1, 2026
Hi Schnoffy,
We are truly sorry to hear that your riding experience with the Tarmac e-bike has not met your expectations. We completely understand how disappointing this must feel, especially as you have owned other e-bikes before and live in an area with many hills.
Different e-bike brands may vary in design philosophy, tuning, motor output characteristics and overall system matching. Even with similar motor ratings, the real-world riding feel and performance can differ, which may explain the difference you are experiencing. We are sorry that this has caused frustration.
It is certainly not the experience we hope for any of our riders, and we apologise for the inconvenience this has brought you.
We would really like the opportunity to help you further and better understand what may be affecting the ebike’s performance. If you’re willing, please feel free to contact us directly — we’ll be more than happy to look into this with you and work towards a suitable solution. Your satisfaction means a great deal to us, and we want to ensure your e-bike performs as it should.
Thank you for taking the time to share your feedback. It genuinely helps us improve and continue supporting our riders better.
Best Regards,
Mokwheel
JS
Jeff S.
Nice Bike, Trash Customer Service
Love the Bikes, But Customer Service Is Trash
I’ve bought two bikes from this company and referred several friends who bought three more. I’ve always talked the bikes up whenever someone asks about them while I’m out riding. Unfortunately, that ends now.
My wife’s bike has been out of the box for maybe two months and only has 9.4 miles on it. After riding it, we realized it’s simply too big for her. We reached out to customer service just asking for a little help with an exchange or some kind of solution.
Both my wife and I were basically blown off and told there’s a strict 15-day return policy, even though the bike is practically brand new and barely used.
The bikes themselves are great, but customer service matters just as much. It’s disappointing to support a company, recommend them to others, and then get zero flexibility or support when you actually need help.
Response from MokwheelMar 13, 2026
Hello Jeff,
First of all, thank you very much for purchasing our electric bicycle and for your continued support and recommendations. At the same time, we sincerely apologise for the unpleasant experience this situation has caused you, and we truly appreciate you taking the time to share your genuine feedback with us.
We are also very pleased to learn that you recognise the quality of our electric bicycles and that you have recommended our products to your friends on several occasions. This means a great deal to us. We would like to once again offer our sincere apologies for the dissatisfaction you and your wife experienced when contacting our customer service team.
Regarding your request to return the bicycle or exchange it for a more suitable model, we completely understand the reason for your request. If it were within the time frame and conditions permitted by our return and exchange policy, we would certainly be more than willing to assist you with the process. However, according to the return and exchange policy on our official website, requests must be submitted within **15 days** of receiving the product. As you contacted us after this period had already passed, we are unfortunately unable to arrange a return or exchange in this case. We kindly ask for your understanding.
Once again, thank you for your continued support and trust, and for recommending our brand to your friends. We sincerely hope that we will have the opportunity to provide you with an even better product and service experience in the future.
If you have any other questions, please feel free to contact us and we will respond as soon as possible.
Best Regards,
Mokwheel
LM
Lindsey M.
AVOID!!!
AVOID!!!! Mokwheel E-Bikes unless you enjoy terrible customer service and companies that couldn’t care less about loyal customers.
My husband bought me one of their bikes as a gift. When I finally got it, it turns out the bike is way too big for me to ride comfortably. Simple mistake, right? You’d think a company that sells bikes would be willing to help exchange the size or work with a customer to fix the issue. Nope.
Their response: Too bad. Outside the return window.
That’s it. No flexibility. No exchange. No store credit. Nothing.
What makes it even worse is that this isn’t our first purchase from Mokwheel. We’ve bought multiple bikes from them and have referred friends who also bought their bikes. Apparently loyalty means absolutely nothing to this company.
They were perfectly happy to take our money over and over again, but the second we needed basic customer service, they hid behind a policy and washed their hands of it.
Plenty of companies stand behind their products and value repeat customers. Mokwheel clearly isn’t one of them.
Do yourself a favor and buy your e-bike from a company that actually cares about the people keeping them in business.
Response from MokwheelMar 13, 2026
Hello Lindsey,
First of all, we sincerely apologise for the unpleasant experience this situation may have caused you, and we truly appreciate you taking the time to share your honest feedback with us.
Regarding the issue you mentioned, it is certainly not that we are unwilling to provide a solution. According to the return and exchange policy on our official website, requests for returns or exchanges must be submitted within 15 days of receiving the product and must meet the relevant policy conditions. If this time frame has passed, the order will no longer meet the requirements of the return and exchange policy. Therefore, we are unfortunately unable to arrange a return or exchange in this case, and we kindly ask for your understanding.
At the same time, if the issue you are experiencing relates to the seat height, you may try adjusting the seat to the lowest position within the safety marking range. This can usually help improve riding comfort to a certain extent.
In order to better understand your situation and assist you further, we have already contacted you by email. We hope to learn more about the issue and follow up on the problem you are currently experiencing.
Thank you again for your feedback. We truly value your experience and hope to assist you in resolving the issue you are facing.
Best Regards,
Mokwheel
