UNIT 1At UNIT 1, we're on a mission to become the world's leading smart helmet and urban mobility accessories company, designing beautiful, tech-enabled products that will save lives, and that people will love to wear. Join us in our quest to bring design, safety, and innovation to every rider in the world.
UNIT 1 (unit1gear.com) has 282 customer reviews on Five Star Index, with an average rating of 4.7 out of 5.
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Consumer
Significant delay to scheduled delivery, lack of communication, slow to respond to me chasing the order up through Amazon Marketplace. I’m currently waiting for them to respond to my request for an order cancellation and refund. The product may be great but haven’t had the chance to experience it because of the poor customer service infrastructure. This experience has turned excitement into disappointment.
Arturs L.
Confusing FB advertising. Advertises the Faro as a Mips helmet but sell it as extra . The ad is targeted for impulse buyers. Didn't realise till I received that it doesn't have the MIPS lining
Max O.
Been trying to get a hold of someone with customer service and haven't heard from anyone in literally months. I have sent at least a dozen emails in the last 3 months and nobody has gotten back to me. They do not have a phone number or a call center so the only way to get a hold of anyone is through email. Even trying to get a hold of them on their social media platforms yields no results. Absolutely unacceptable customer service.
Response from UNIT 1Feb 5, 2026
Hi Max, We’re really sorry to read this and understand how frustrating this must have felt. We do want to clarify that we’ve been actively trying to get in touch with you to help resolve the issue. We don’t see any new messages from you since June 2025, and earlier today we also attempted to call you twice, but unfortunately weren’t able to reach you. We’ve just sent you an email asking for a bit more information about when and where you contacted us, in case messages were sent from a different email address. We truly want to help get this sorted. You also have the option to schedule a video call with our team at a time that works best for you, so we can resolve everything directly and efficiently. We’re here and ready to help — and we hope to hear back from you soon so we can move forward. — UNIT 1 Support
Mathew I.
They are running a promo on social media sites offering a $20.00 special for a twenty minute window. Apparently this expired over a week ago. They are scamming customers into thinking they can get this helmet at a special deal. I will be posting on all social media sites so others are aware.
Response from UNIT 1Oct 6, 2025
Hi Mathew, Thank you for reaching out. I’d like to clarify how the offer works to avoid any confusion. Each Impossible Pass holder (limited to 1,000 total) receives a unique token via email or SMS. That token unlocks a 20-minute purchase window on Drop Day, where you can buy one NEON helmet for $20. 👉 Important: The drop hasn't happened yet — it's scheduled for: 🗓️ October 14th, 2025 🕔 6:00 PM CET / 5:00 PM BST / 12:00 PM EDT / 9:00 AM PDT This offer doesn't expire before the drop. The Impossible Pass does not guarantee a helmet, it guarantees access to the drop. Helmets are offered on a first-come, first-served basis during your window. If helmets sell out before your window, your Pass automatically converts into $40 in store credit (valid until October 31st), so your purchase is always honored in value. We’re happy to provide more information if needed, but rest assured this is definitely NOT a scam. Best regards, The UNIT 1 Team
Fabrice P.
Unit1 remote qui ne fonctionne pas. Impossible a apairer avec l'app aux smarts lights. Une belle arnaque vu le prix. Le support qui met des plombes a répondre. Vu le prix élevé on s'attend à mieux et ça n'a pas l'air de bonne qualité.
Response from UNIT 1Oct 6, 2025
Bonjour, Merci beaucoup pour votre message. Je suis ravi que nous ayons pu résoudre le problème via le support. Nous vous remercions sincèrement pour votre patience et votre compréhension tout au long du processus. N’hésitez pas à nous contacter si vous avez besoin de quoi que ce soit d’autre. Nous sommes là pour vous aider. Cordialement, L’équipe UNIT 1
Robert S.
Purchased Unit 1 FARO helmet from a national retailer, Pro Bikes. Turn signal remote did not appear to work. Scheduled a customer service call with company person located in Spain. She verified broken but said they do not support product purchased through a retailer and that I will have to return it to store. Don’t back warranty. Will not purchase again from them. Don’t trust product. Unit One told me to return it to the store. Now they say they are willing to honor the warrranty. However, based on their advise, I no longer own it. Will not respond to subsequent emails
Response from UNIT 1Jul 24, 2025
Hi Robert, We’ve reached out a few times to help you out, but we’re still missing some key information from your end. In our email, we’ve outlined how we’re willing to make an exception for you, but we do need your response to move forward and get this sorted properly. Whenever you have a moment, please check your inbox and get back to us. Best regards, The UNIT 1 Team
Coppi
It is not a helmet for road cycling. Sorry. Heavy and not very well ventilated, sweat comes down all over your forehead. I am still struggling with the ergonomics, it presses my temples despite to make sure about my head shape and size. Once wear it....Look like a mushroom. Good safety features. Good choice for city, commuting and e-bike (non effort cycling) Looking for an alternative. Dissapointed
Response from UNIT 1Apr 10, 2025
Hi Coppi! Thank you for sharing your honest feedback. We’re truly sorry to hear that the helmet did not meet your expectations. While our product is designed with urban mobility, e-bike commuting, and safety at its core, we fully understand that comfort and fit are just as important. Your comments about the weight, ventilation, and pressure points are taken seriously and will be passed along to our design team for further review. We recognize that helmet fit can be highly individual, despite correct sizing. We always recommend reaching out to our support team so we can assist with potential adjustments or offer guidance toward a more suitable alternative within our range. We’re glad to hear you value the safety features. That said, we’re genuinely sorry to have missed the mark for you. Please feel free to contact us directly at [email protected] so we can work together on a solution. Your satisfaction matters greatly to us. Warm regards, The UNIT 1 Team
Marco
Purchased aura helmet, visor, smart lights and remote. Helmet is fine, but lights are worthless as they wouldn't pair with remote via the Unit 1 app.
Response from UNIT 1Dec 12, 2024
Hi Marco, we’re sorry to hear about the pairing issue with your remote. This can sometimes happen if the app or devices need a quick update. We’d be happy to guide you through the process in a one-on-one call to ensure everything is perfectly paired and ready to use. Our team is here to help and make your experience with UNIT 1 as smooth as possible. To avoid you from sharing personal information in this platform, would you be so kind of contacting us at [email protected] and let us know a time that works for you, and we’ll set up a personalized session? Thank you for your feedback—it helps us keep improving and delivering the best experience to our customers!
