MokwheelAbout Mokwheel Visit our Website Press & Reviews Mega Deals Test Ride Program Contact Us Why Mokwheel? Freedom · Exploration · Endless Energy · Breaking Boundaries World's First Power Station E-bike thatintegrates an inverter and solar panel.Rewrite the way you power outdoors.
Mokwheel (mokwheel.com) has 584 customer reviews on Five Star Index, with an average rating of 4.3 out of 5.
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Uwe
Ich habe ein Fahrrad Mesa Lite 2.0 bei Mokwheel bestellt. Die Lieferung in Deutschland erfolgte innerhalb von 4 Tagen. Alles war prima verpackt. Ich hatte Fragen beim Support per Mail eingereicht. Antwort erfolgte innerhalb von 12 Stunden. Das Fahrrad ist sehr hochwertig und es sind nur Marken Teile verbaut. Ich bin jedenfalls sehr zufrieden und kann die Firma ohne Einschränkungen empfehlen
Logan D.
I had been researching, reading, watching videos for months before purchasing my first ebike. Thinking that I found the best out there. Well my experience has not been the best. Let me start I really do like the ebike. It is fun, easy to use, and adjusting the settings is easy. However, the service is crap. When I purchased my ebike I included the $99 accessory package, which at the time the website did NOT state they were out of stock on the accessory package. Mokwheel does have a phone number, but good luck getting a person on the phone or to call you back. I did email customer support and received an email in 24 hrs stating that the accessories would be sent out on the date stated on the website. That would have been acceptable if the charger wouldn't have failed within the first week. Again I tried calling and received no answer, left a message no call back, sent an email and here 24 hrs later no response. Currently they have no chargers in stock according to the website. So I have no clue when I'll be able to use my ebike again. It's frustrating to have an $1,800 paper weight sitting there unable to use. Overall the lack of customer service is a huge disappointment. The lack of communication is unacceptable. The lack of accessories should not be a thing. There are many more details I could go through as to why one may want to reconsider buying from Mokwheel but I focused on the most important to me. They really need to get their act together. Otherwise they will find themselves bankrupt.
Response from MokwheelNov 12, 2024
Hello Logan， I hope all is well with you after receiving this message. I would like to take this opportunity to express my sincere appreciation for the feedback you have shared with us through your recent comments. We are happy to hear that you are enjoying our e-bikes. It is always encouraging to know that our efforts to provide a quality product resonate with our customers. I would also like to thank you for your interest in customer service. We take your feedback seriously and are committed to making improvements. In response we have also further expanded our team to ensure that customer issues are resolved promptly and quickly, and we sincerely appreciate you bringing this to our attention. Your satisfaction is our top priority and we will do everything we can to ensure that you have a perfect experience with us. If there is anything else we can do for you, please feel free to contact us. We value your business and want to make you feel heard and appreciated. Once again, thank you for your review. We look forward to serving you better and hope to exceed your expectations in the future! Kind regards, Mokwheel
Marvin G.
Bereits nach kurzer Zeit Motor lose von Gehäuse, da die Schrauben nicht richtig eingeklebt wurden. Nach drei Monaten Federgabel defekt. Wechselrichter benötigt 28 Volt Solarmodul statt der angegebenen 18 Volt. Support versucht den Fehler beim Kunden zu suchen erst nach vielem hin und her wird gesagt dass die vorhandenen Solarmodule nicht genug voller liefern. Auf dem Hinweis dass es auf der Internetseite so steht Rückfrage mit Ingenieuren und die Erkenntnis dass es falsch angegeben ist, aber es wird nicht geändert. Es wird von Seiten des Support angeboten das ich mir für 100 Euro ein Zusatzteil meiner Wahl aussuchen darf. Das Solarmodul welches funktionieren soll ist nicht erhältlich und obendrein mit fast 600 Euro maßlos überteuert.
Response from MokwheelNov 11, 2024
Hallo Marvin. Wir bedauern die Unannehmlichkeiten, die Ihnen entstanden sind, sehr. Wir nehmen Ihr Feedback sehr ernst und haben uns mit der zuständigen Person in Verbindung gesetzt, um das Problem zu beheben und Ihnen einen Entschädigungsplan zukommen zu lassen, damit sich ähnliche Probleme nicht wiederholen. Auch das Problem mit dem Solarmodul haben wir mit unserem technischen Team noch einmal überprüft, um Ihnen eine korrekte Lösung anbieten zu können. Wir entschuldigen uns für die Unannehmlichkeiten, die Ihnen dadurch entstanden sind, und verstehen Ihre Enttäuschung. Wir hoffen immer noch, das Problem für Sie lösen zu können und hoffen aufrichtig, dass Sie uns die Chance geben, Ihnen zu helfen und Ihre Erfahrungen wieder zu normalisieren. Sollten Sie weitere Fragen haben, wenden Sie sich bitte an unser Support-Team, das Ihnen gerne weiterhelfen wird. Mit freundlichen Grüßen. Mokwheel
Wall-e L.
After 5 months of use, the bike doesn’t work anymore, the battery is good but I can’t power up the bike. I been trying to reach mokwheel for 5 weeks and with no success. My emails got no reply, my phone calls were ignored. Maybe smoke signals could work….but California is far away. Save your money and buy something else.
Response from MokwheelNov 12, 2024
Hello Lebon， I wish you all the best after receiving this message. I want to take this opportunity to express my sincere gratitude for the feedback you have shared with us through your recent review. We apologize for any inconvenience. We take your feedback seriously and are committed to making improvements. We have further expanded our team to ensure that every customer issue is resolved in a timely manner. Your satisfaction is our top priority, and we will do everything we can to ensure that you have a perfect experience with us. If there is anything else we can do for you, please contact us. We value your business and want to make you feel heard and appreciated. Once again, thank you for your review. We look forward to serving you better and hope to exceed your expectations in the future! Kind regards, Mokwheel
Chris
Any review above 1 star is written by someone who works for this terrible company. I cancelled my order 3 hrs after placing as my wife didn’t want the e-bikes I ordered. The company ignored my cancellation 100% and shipped out the bikes and has completely ignored all my emails and there is no one who answers phones or calls you back after you leave them a message. Complete scam of a company BEWARE!!! I have been trying to reach them at least 8x per day leaving voice mails with my phone # and emails with my phone #. They simply will not get back in touch with me and one of the bikes got delivered today. (Left outside in the pouring rain to top it off) How is this allowed? Please do not order anything from this e-bike company ever!!!
Response from MokwheelNov 12, 2024
Hello Chris， Thank you for taking the time to share your experience with us. We want to apologize for the frustration you’ve encountered trying to cancel your order and contact our team. I can only imagine how difficult this must have been, and I’m very sorry for any inconvenience caused by our delays in responding to your calls and emails. In response to your experience, we’ve expanded our customer service team further to ensure that inquiries like yours are handled more promptly and with the attention they deserve. Your feedback has highlighted areas we need to improve, and we’re committed to making those changes. We’re here to help, and again, I apologize for any distress this situation may have caused. Warm regards, Mokwheel
Rocket S.
Asphalt ST arrived with bent rear rack. Emailed pics & no response. Called & got tech support to view the pics & they agreed that it was damaged at the manufacturer before it was placed in the box. Shipping label created in 2 days, but the replacement rack was never handed over to the shipper. After many unanswered emails, called customer support who assured that it was on the way; it was a lie. Called 2 days later when tracking showed no progress; more lies. Finally after 3 weeks of unanswered emails & phone calls & lies, emailed ultimatum: ship replacement rack now or deal with the FTC for warranty violation. Emailed answered immediately & it was shipped within hours. Don't know if this is incompetence or stupidity or both? Spend the extra money & buy from a bike shop dealer. Don't buy direct. UPDATE: Does anyone think that a timely response is 1 year later? This only confirms to me that nothing has changed.
Response from MokwheelNov 12, 2024
Hello Rocket， Thank you for sharing your experience with us. We’re glad to hear you’re enjoying your Asphalt ST, but I’m truly sorry for the frustration caused by the delays and miscommunication regarding the replacement rack. Your experience has shown us where we need to improve, and I apologize for any inconvenience we may have caused along the way. We’re reviewing our processes to ensure situations like this are handled with more care and transparency. Timely and accurate communication with our customers is a priority, and your feedback will help us make meaningful improvements. We’re also reinforcing our shipping processes to prevent delays like those you experienced. Thank you for your patience as we worked to resolve this issue. If there’s anything more we can do to support you, please feel free to reach out—we’re here to help and committed to earning your trust. Warm regards, Mokwheel
Tim K.
Have had bikes for a few months now. Both are fun to ride. My wife's ST had a bad shifter when we got it. After a few emails with customer support we got a replacement from MOKWHEEL about two weeks later which I installed. I also had to contact them about some accessories that were missing from the free package of stuff they sent us. They promptly apoligized and sent the missing items.
Gerd P.
Vor einiger Zeit habe ich den Mokwheel Basalt gekauft. Das gute, der Basalt lässt sich mit seinen 70NM. Gut fahren. Ich würde den Basalt empfehlen.
Response from MokwheelNov 11, 2024
Hallo. Vielen Dank für Ihr positives Feedback zu Basalt, Ihr Feedback ist uns sehr wichtig. Wir entschuldigen uns für die Unannehmlichkeiten, die Ihnen während Ihres Telefonats mit dem Kundendienst entstanden sind. Wir nehmen Ihre Anmerkungen sehr ernst und verstärken derzeit die Ausbildung unseres Kundendienstteams, um sicherzustellen, dass alle Kundenanfragen zeitnah und korrekt beantwortet werden. Wir werden weiterhin hart daran arbeiten, die Qualität unseres Services zu verbessern und hoffen, dass Sie auch in Zukunft mit uns zufrieden sein werden. Bitte kontaktieren Sie uns per E-Mail, wenn Sie Hilfe benötigen, und wir werden Ihnen gerne weiterhelfen. Wir danken Ihnen nochmals für Ihr Verständnis und Ihre Unterstützung. Herzliche Grüße. Mokwheel
