Brian G.
Great first impression, follow through is weak
The purchasing and delivery processes were seamless and efficient. Assembly was straightforward, with many helpful videos available. Following contact regarding a minor electrical issue and a comment about the battery compartment's appearance, which I felt needed addressing, and a question about a twist throttle due to the thumb throttle's discomfort for my arthritic hands, I unfortunately did not receive a response from Mokwheel. This was a significant investment for me, and the lack of response regarding the apparent damage to the painted surface is disappointing, though the product itself is excellent. Update and removing a star. This company has one of the worst customer service teams I've encountered. They are short with you and rude. When asked if anyone sells a twist throttle with Mokwheels pin connectors I was told we don't sell those. I knew that, that wasn't the question. Still nothing about taking a grinder to my frame on a $1600 Bike. They aren't willing to compensate for a grinder being used on my frame.
Response from MokwheelJan 30, 2025
Hello. Thank you for your purchase and for recognizing our product! We are happy to hear that you were overall satisfied with your experience with the shopping and delivery process, the assembly process, and the product itself. At the same time, we deeply apologize for your dissatisfaction and disappointment, and thank you for taking the time to share your feedback, which is very important to us. First and foremost, we apologize for the delay in receiving a response after you contacted us. We always strive to provide excellent customer service and your feedback makes us realize that there is still room for improvement. With regards to the minor electrical issues you mentioned, the appearance of the battery compartment and the need for a twist throttle, we understand your concerns and although we do not currently sell twist throttles, we have no intention of treating any customer coldly or rudely and we apologize for any misunderstanding this may have caused. In addition, we take the issue of damage to painted surfaces very seriously. We would like to know more about your specific situation in order to provide you with a more suitable solution. If you would like to do so, please contact us at [email protected] with relevant pictures or videos and our team will assist you as soon as possible. We value every customer's experience and want to serve you better. Thank you again for your patience and feedback and we look forward to the opportunity to make your experience even better! Mokwheel