MokwheelReviews of mokwheel.com

Response from MokwheelJan 4, 2026

Hello Tyrel, Thank you for providing us with a detailed account of your experience. We sincerely apologize for the electric bicycle malfunction you encountered shortly after purchase and for the ongoing issues that remain unresolved despite being within the warranty period. Please rest assured that we have not overlooked your concerns. Due to the company's current holiday period, our technical and after-sales teams are temporarily unable to provide immediate further assistance. However, upon returning to the office, we will promptly contact you via email to fully understand your situation and actively pursue a resolution. We appreciate your patience and understanding, and once again sincerely apologize for the inconvenience caused. We will reach out to you as soon as possible to assist in resolving this matter satisfactorily. Best Regards, Mokwheel

Response from MokwheelOct 21, 2025

Hello Alexis, We sincerely apologize for the missing parts and lack of assembly instructions in the package you received. Rest assured, we have reached out to you via email and will resolve this matter promptly. Should you have any questions or require assistance in the meantime, please do not hesitate to contact us—we are always happy to help and will ensure you receive all necessary components to complete the assembly. Once again, we sincerely apologize for the inconvenience and thank you for your patience and understanding. Best regards, Mokwheel

Response from MokwheelOct 13, 2025

Hello Dalene, Thank you for taking the time to share your feedback with us. We fully understand the inconvenience and frustration you experienced having to communicate multiple times over such straightforward issues.We sincerely apologize for this, as it falls short of the service experience we strive to provide. We requested photos to ensure accurate model identification and dispatch of the correct part.We sincerely apologize for this inconvenience. We deeply value your trust in us and sincerely hope to restore your satisfaction through more efficient and attentive service in the future. Should you have any further concerns or require additional assistance, please do not hesitate to contact us. Thank you once again for your understanding and patience. Best regards, Mokwheel

Response from MokwheelOct 3, 2025

Hello Andrew, Thank you very much for sharing your valuable feedback with us. We sincerely apologize to learn that you encountered difficulties during unboxing and that the bike frame sustained scratches due to excessively tight cable ties. This is absolutely not the experience we aim to provide our customers. Please rest assured that we have relayed your feedback to our team to further refine our packaging procedures and prevent similar incidents from recurring. Additionally, we have reached out to you via email. Should you have any questions or require further assistance, please feel free to contact our team at any time through our after-sales support email. Your satisfaction is of utmost importance to us, and we are committed to ensuring you feel confident and satisfied with your bicycle experience. Thank you once again for sharing this situation with us. We look forward to your response. Best regards, Mokwheel

Response from MokwheelSep 5, 2025

Hallo, vielen Dank für Ihr Feedback! Wir bedauern, dass Sie den Korb nicht erfolgreich montieren konnten. Nach Überprüfung haben wir festgestellt, dass der von Ihnen gekaufte Korb nicht mit Ihrer E-Bike-Marke kompatibel ist. Unsere Produkte sind speziell für unsere E-Bike-Marke entwickelt und dimensioniert, sodass die Kompatibilität mit anderen Marken nicht garantiert werden kann. Wir empfehlen Ihnen, vor dem Kauf zu überprüfen, ob das ausgewählte Zubehör zu Ihrem E-Bike passt. Was die Rücksendekosten betrifft, so sehen unsere Richtlinien vor, dass Kunden in der Regel für Rücksendungen aus persönlichen Gründen verantwortlich sind, insbesondere wenn Produkte die Kompatibilitätsanforderungen nicht erfüllen. Wir verstehen Ihre Enttäuschung, hoffen jedoch, dass Sie Verständnis für diese Richtlinie haben. Wir legen großen Wert auf die Zufriedenheit jedes einzelnen Kunden. Wenn Sie Fragen haben oder weitere Hilfe benötigen, zögern Sie bitte nicht, uns zu kontaktieren. Wir werden unser Bestes tun, um Ihr Problem zu lösen. Vielen Dank für Ihr Verständnis und Ihre Unterstützung! MFG Mokwheel

Response from MokwheelAug 12, 2025

Hello, Thank you for sharing your concerns with us. We sincerely apologize for the inconvenience and frustration caused by the delay in screen replacement since June 2. We fully understand the inconvenience this has caused you. Regarding the shipping issue with your display screen, we recommend that you contact our customer service team directly. They will be more than happy to assist you. We assure you that we will resolve the issue you are currently facing and ensure that your electric bicycle can get back on the road. Best regards, Mokwheel

Response from MokwheelJul 14, 2025

Hallo Signer, wir entschuldigen uns aufrichtig für die Unannehmlichkeiten, die Ihnen durch diese Situation entstanden sind. Auf Grundlage der nach der Reparatur übermittelten Informationen konnten jedoch die Probleme mit der Batterieanzeige und den Geräuschen erfolgreich behoben werden, und das Elektrofahrrad funktioniert auf ebenem Gelände nun wieder einwandfrei. Wir möchten noch einmal klarstellen, dass das von Ihnen gekaufte Asphalt ST 3.0 speziell für den Stadtverkehr konzipiert ist. Seine Steigfähigkeit ist im Vergleich zu geländegängigen Elektrofahrrädern deutlich geringer. Die tatsächliche Steigleistung kann je nach Einsatzumgebung variieren. Anhand des von Ihnen bereitgestellten Videos können wir bestätigen, dass das Fahrrad normal funktioniert und keine Anzeichen einer Fehlfunktion aufweist. Was die Reparaturkosten betrifft, haben wir bereits in unserer vorherigen E-Mail deutlich gemacht, dass wir Ihre konkrete Antwort benötigen. Leider haben wir noch keine Antwort erhalten. Wenn Sie weitere Fragen haben, können Sie sich gerne per E-Mail an uns wenden. Vielen Dank für Ihr Verständnis. Mfg Mokwheel

Response from MokwheelJul 7, 2025

Hello, Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience caused by the broken battery lock on your Mokwheel Asphalt ST. We understand how important it is to be able to remove the battery, especially while your e-bike is still under warranty. Due to the recent holidays and the weekend, our response has been slightly delayed. However, please rest assured that once we are back in the office, we will address your issue as a priority and do our best to find a prompt and effective solution for you. We appreciate your patience and understanding, and we’ll be in touch with an update shortly. Best regards, Mokwheel