MokwheelReviews of mokwheel.com

Bikes wirken zwar hochwertig und machen optisch einen guten Eindruck. Meine Geschichte begann damit, dass ich eigentlich ein Obsidian bestellen habe. Da das Asphalt ST 2.0 nicht lieferbar war, entschied ich mich für das Obsidian ST. Laut Mokwheel sollte das Fahrrad per DHL Express aus Tschechien geliefert werden. Tatsächlich passierte jedoch tagelang nichts. Die Sendungsverfolgung blieb auf dem Status „Sendung abgeholt“ beziehungsweise „Versand abgeschlossen“ stehen, ohne dass sich etwas bewegte. Daraufhin kontaktierte ich den Support per E-Mail. Dieser bot mir schließlich einen Wechsel auf das Asphalt ST 2.0 an ( die obligatorischen Kosten wurden mir erlassen ). Das Fahrrad sollte aus dem Raum Köln versendet werden. Leider änderte sich am Versandverlauf zunächst nichts. Erst nachdem ich den Support erneut eingeschaltet hatte, kam das Fahrrad schließlich an. Aus den beworbenen Lieferzeiten von bis zu sieben Tagen wurden am Ende fast 21 Tage. Das Fahrrad selbst macht grundsätzlich einen guten Eindruck. Bis auf eine Schramme am hinteren Gepäckträger, ein klapperndes Geräusch sowie einen höhenverstellbaren Lenker, der sich nicht richtig einstellen lässt, bin ich mit dem Bike zufrieden. Es fährt sich angenehm und wirkt insgesamt hochwertig. Was mich jedoch zusätzlich geärgert hat, war das Zubehör. Ursprünglich hatte ich das Zubehörpaket für das Obsidian bestellt. Dieses wurde nach dem Modellwechsel vom Support auf das Zubehör des Asphalt ST 2.0 nicht geändert. Im Zubehörpaket des Asphalt befindet sich eine gefederte Sattelstütze, während beim Obsidian stattdessen eine USB-Luftpumpe dabei gewesen wäre ( der Rest schein identisch zu sein). Besonders kritisch sehe ich die Kostenpolitik in Rückgabe / Änderungen von Mokwheel. Zwar wirbt das Unternehmen mit einem Rückgaberecht, allerdings ist dieses mit erheblichen Kosten verbunden. Selbst wenn man den Kauf unmittelbar nach der Bestellung widerruft, werden bereits 5 % Bearbeitungsgebühr einbehalten. Bei einem hochpreisigen E-Bike ist das bereits ein erheblicher Betrag. Noch deutlicher wird dies in den Rückgabe- und Stornierungsbedingungen: Bestellstornierung nach Versand: 5 % Bearbeitungsgebühr sowie 150 € Versandkosten und zusätzlich 150 € Rückruf- bzw. Rücksendekosten. Modelländerung: ebenfalls 150 € Versandkosten und 150 € Rückrufkosten. In meinem Fall wurden diese Kosten aufgrund der chaotischen Versandabwicklung zwar erlassen, dennoch sollte jeder Käufer diese Bedingungen vor dem Kauf genau lesen. Deshalb mein Rat: Lasst euch nicht ausschließlich von den vielen positiven YouTube-Videos beeinflussen. Viele bekannte YouTuber erhalten ihre Fahrräder kostenlos oder zu besonderen Konditionen. Entsprechend fallen die Bewertungen häufig sehr positiv aus. Außerdem habe ich lediglich eine deutsche Mokwheel-Domain gefunden. Nach meinem Kenntnisstand befinden sich Produktion und Unternehmensstrukturen jedoch überwiegend in Asien, während Sitze beziehungsweise Niederlassungen in den USA oder Kanada angegeben werden. Hier hätte ich mir insgesamt mehr Transparenz gewünscht. Last but not least erhielt ich vom Support nach meinen Beschwerden folgende Nachricht: „Die Probleme bei dieser Lieferung gehen auf mangelnde Abstimmung unsererseits zurück, und wir akzeptieren Ihre Kritik uneingeschränkt. Um Ihnen die entstandenen Unannehmlichkeiten etwas abzufedern, möchten wir Ihnen kostenlos eine spezielle Pannier-Tasche für Ihr E-Bike zusenden, um unsere Entschuldigung auszudrücken.“ Diese Tasche bis heute nie bei mir angekommen. Ehrlich gesagt hätte ich sie vermutlich ohnehin nicht benötigt, dennoch hinterlässt auch dieses nicht eingehaltene Versprechen keinen guten Eindruck. Mein Fazit Kann ich Mokwheel empfehlen? Jein. Das Fahrrad selbst gefällt durchaus. Es sieht hochwertig aus, fährt sich gut und macht insgesamt einen soliden Eindruck, auch wenn einige Aluminiumbauteile etwas filigran wirken. Der Support antwortet freundlich und bemüht sich um Lösungen. Das rechne ich dem Unternehmen positiv an. Was mich jedoch davon abhält, Mokwheel uneingeschränkt zu empfehlen, sind die mangelhafte Versandorganisation, die nicht überwachte Lieferzeiten, nicht eingehaltene Zusagen sowie die aus meiner Sicht wenig kundenfreundlichen und nicht besonders transparent kommunizierten Kosten bei Stornierungen, Modellwechseln oder Rückgaben. Andere Händler überwachen ihre Sendungen deutlich besser und informieren ihre Kunden aktiv. Hätte ich mich ausschließlich auf Mokwheel verlassen, weiß ich nicht, wann mein Fahrrad letztendlich angekommen wäre. Aus diesen Gründen würde ich persönlich dort wahrscheinlich kein weiteres E-Bike bestellen.

The customer service was bad and the bike is not worth the money. Cheap Chinese bike with cheap Chinese customer service all focused on marketing and making money. I paid 2380€ for the obsidian st and had asked for a good discount multiple times as I was tight on money but needed the bike for my job which is bike delivery, but they wouldn't give one. I asked knowing that the same bike was selling for 1500US$ on their US website. 2 weeks after my purchase in Feb 2026, tadaa, the price dropped by 400€, of course! Selling at 1990€. Betrayal. Then, I received a 1st bike, with a heavy manufacturing defect, that is, the rear brake screw was touching the brake disc no matter how you align it, resulting in constant noise and friction. I made videos and photos of the problem, and sent them to Mokwheel. They were asking me to go to a repair place, add a washer on the motor axle, pay for it, and then send them the bill for a potential repair refund. Wow, amazing! Especially for an expensive new bike. So, I unfortunately had to FIGHT and threaten them with legal obligations and opening a PayPal dispute to get them to pick up this defectuous bike and send me a new working one. After they finally accepted, it was an absolute nightmare for 4 hours repacking the defectuous bike and putting it back in its original package! In addition to carrying it to the lift. Eventually I received a 2nd bike from their warehouse in Czech republic, weeks later. The 2nd bike had a few defects, like paint scratch on front suspension, the rear shock was leaking air and they had to send me a new one, delaying the process once more. The bike has a horn button but no horn working. The torque sensor is not good, as it makes unsteady tiny accelerations by itself at certain speeds, making the ride unpleasant. There is no cadence sensor, making the riding experience tiring as you constantly have to pedal (no ghost pedaling possible). I had asked them in the phone at their German number if it was eventually possible to connect a throttle somewhere, even though legally they said they're not allowed (although legally they are, up to 6km/h), and they said yes it's possible. I was very happy to know that and I got another bad surprise when I discovered it wasn't true, not plug for throttle anywhere. Also, they have fake 5 star reviews on their websites, making them more suspicious, and less thrustworthy. The bike is descent and convenient with the step through, but it's not worth more than 1500€ max! Overall, an expensive, unpleasant and disappointing Mokwheel experience with a cheap Chinese mentality, tapping into European money and markets, making it a negative result for the customer. I do not recommend buying with them

I purchased a brand-new Mokwheel Obsidian ST 2.0 from an authorized dealer in Las Vegas and unfortunately my experience has been very disappointing. Shortly after the purchase, I discovered that the bike was missing parts, including the rear light and a handlebar end cap. The display controller mount was cracked, and after inspection by an authorized Mokwheel service center, I was informed that the steering assembly required adjustment due to improper assembly. As a customer, I do not expect to find missing parts and assembly-related issues on a brand-new bicycle, especially one costing thousands of dollars. I also contacted Mokwheel customer support seeking assistance. Unfortunately, the representative repeatedly interrupted me, did not allow me to fully explain the situation, and provided very little meaningful help. The only solution offered was repair, despite the multiple issues present on a bike that was practically new. I understand that manufacturing and assembly problems can occur, but I expected better support and a stronger commitment to customer satisfaction. Based on my experience, I cannot recommend Mokwheel. Thank you for your response. Unfortunately, my concerns remain unresolved. I paid approximately $2,400 for a brand-new e-bike, yet I have been unable to use it for over two weeks due to the issues discovered shortly after purchase. This is extremely disappointing for a product in this price range. The bike was sold to me with missing components, including the rear light and a handlebar end cap. The display controller mount was cracked, and most importantly, an authorized Mokwheel service center informed me that the steering assembly required adjustment due to improper assembly. This is not a cosmetic issue—it is a serious safety issue. I have been advised not to ride the bike in its current condition because of the potential safety risk. If an accident were to occur due to these defects, the consequences could be far more serious than a warranty repair. A customer should never have to question the safety of a brand-new bicycle. I also find it unreasonable that I am expected to travel back to Las Vegas for a replacement when there is an authorized Mokwheel dealer and service center in my area. Despite this, a replacement has not been offered locally, and the earliest available service appointment is not until next week. As a result, I will have been without the use of a brand-new bicycle for well over two weeks. In addition, I was extremely disappointed by my experience with customer support. During a phone conversation with one of your representatives, I felt I was treated with a lack of professionalism and respect. I was repeatedly interrupted, spoken over while trying to explain the situation, and was not given a fair opportunity to fully describe the issues I was experiencing. Instead of feeling supported as a customer who had spent nearly $2,400 on a new product, I left the conversation feeling frustrated and dismissed. What is even more disappointing is that despite your public response stating that my case is being reviewed, I have not seen any effort whatsoever to contact me directly. Since that very negative customer support experience, neither I nor my family have received a phone call, email, or any other direct communication from Mokwheel to discuss a resolution. As of today, no one has reached out to us. The entire experience has been frustrating and exhausting. I purchased a new bicycle expecting reliability, quality, and professional customer support. Instead, I received a bicycle with missing parts, safety-related assembly issues, weeks of downtime, repeated inconvenience, a complete lack of proactive communication, and an extremely poor customer service experience. I appreciate your response and your willingness to review the matter, but I am still waiting for actions, not just words. I am waiting for a resolution that reflects the seriousness of the situation and the inconvenience I have experienced. If a fair and satisfactory resolution is reached, I will gladly update my review.

I have ordered 2 Basalt bikes. Bike 1 was a simple 4 star experience, after being satisfied with that bike I ordered another. Bike 2 was a no star experience. Bike 1 and bike 2 could not have been handled and built any more different. Bike 1 was calibrated and everything was tight and ready to go aside from general assembly. Bike 2 worked for 5 miles before flashing errors. Assembly found the front disk brake was barely screwed in, fenders looked like they were chopped off the assembly line with a dull knife. Emailed support and waited.....and waited....and waited. Then they called, to get me to do a review(for the 1st bike) and not to help. Kept waiting and called in . Was told to try a few things to check cable connections. Followed up via email and kept waiting, waiting, waiting. Called in and no answer. Called in and help answers, now we are adding shims to the battery bay connections to properly remove the extra play from the battery mount. Turns out the shim fix, which was my idea, was something that seems they do out of the factory. When I informed support they told me that "other customers have had luck putting washers between the parts". As I open up the bay, there's washers galore just sitting in my battery compartment, as if someone didn't take the time to properly install them from the get go. So now I have 10 days of Mokwheel support and e-bike experience to add to my resume. When I asked about why this was the case, I was told "the problem is now fixed and we are sending replacement battery parts". Mind you the battery parts are not the issue, but rather the way they are mounted. Not once did they offer to send it to a bike repair shop to do the work for me, seeing as how this bike basically was shipped broken. In every way this situation was handled was poor. I was the one pushing every troubleshooting step and every communication. They are asleep at the wheel. Solid bikes, but you play Russian roulette I guess as to how your experience may be... EDIT: They responded below, stating they reached me by phone....I reached them.....don't get it twisted. Also, how lucky of me to open a brand new bike and be told to basically disassemble every part. Reconnect every connection and thoroughly inspect this bike due to your low quality control. You still can't see the issue, why am I, the customer, having to do all this out of the box? "Actively communicating" is an outright lie, that's all been me communicating with you. EDIT 2: If you have issues, write a review, they respond in a few hours, even after hours. Versus if you call or open a ticket they don't.

I bought the bike for the range of 60-80 miles but with using it for three month i get about 35 miles per charge. very disappointing....i use peddle assist 1 and i get such poor mileage....I communicated with Mok about getting another battery for 199 but they want to charge me all most 600 for a spare battier....not good business.... you do have range 60-80 miles ...not 30 - 80 miles. had i know this was the real range i wolud have NEVER bought the small range bike....

First off Mokwheel pays for reviews. Better hope you don’t have an issue that needs help from customer service. It’s managed by a person named Ellerbee. He tells you he will do stuff to correct the problem then you never hear from him. If you do hear from him or her they have decided that it’s too costly to fix the mistake or he has decided you caused the problem. There doesn’t seem to be anyone to discuss your issues with. My brand new Osibian has had multiple problems and these people just laughed me off and said there was nothing I could do about it. Buyer beware.

Purchased 2 Asphalt bikes a little over a year ago. Both of the LCD display brackets are cracked where it mounts to the handle bars. Customer service (as others have described) is a wait on hold for 20 minutes before the call disconnects. I sent an email and was told that the bracket and LCD are one part, $70 per display plus shipping. This part is not included in the 2 year warranty. Not good customer service and it appears the components are cheaply made. Probably best to look elsewhere for your new e-bike And to demonstrate the improved commitment to customer service,, they respond almost 6 months later..... I guess late is better than never?

I’ve called to find out where my bike is…get out on hold and then call drops after waiting 20 minutes. No answers, no humans, no communication, no service. Not impressed at all!!