Cowboy Reviews 

Time and time again the worst service if you need something. For a broken spare part I needed to wait for 1 year (!), now for a lost battery key they estimate a waiting time of 1 month, though the website says within a week. Service is hiding behind a chatbot that blocks every conversation immediately.

Good bike, go zoom

Worst customer service ever.
First, my bike required the frame to be changed; they said it would take 4-6 weeks, and it took 12 weeks, with me spending money on public transportation.
Now, my bike is not working with the app. The bike sensor is probably broken; it doesn't recognize the app or the bike location.
It's been a month since I raised this issue, and they keep ghosting me.
I should sue the company. Bad service and broken promises while the customer is the one to deal with those issues alone. Shame on you!
Ticket #106335433

I’ve been waiting for over a year for a replacement battery because mine is faulty and barely works. During that time, I’ve sent six emails to customer support and haven’t received a single response.

I would strongly advise against buying a Cowboy bike. While the bike itself is great when it works, the after sales support has been extremely disappointing. If a critical part fails after you've spent a significant amount of money on the bike, you may be left unable to use it for months/year(s) or even longer because replacement parts simply don’t arrive. To make matters worse, the estimated delivery date for the battery keeps getting pushed back with no clear communication or resolution.

Based on my experience, I cannot recommend Cowboy due to the lack of customer support and the inability to obtain essential replacement parts.

I am extremely disappointed with the customer service from Cowboy. I spent €2.938 on a bicycle, only for it to arrive with a massive scratch on the steering helm.

To make matters worse, on my very first commute, the bike started making a severe, scratchy noise while pedaling.

Within the legal 14-day window, I contacted their chat to arrange a return. The AI chatbot illegally threatened to deduct a €500 fee from my refund because I "rode too much" trying to test a defective bike on day one. When I refused and asked for a human advisor, Cowboy completely ghosted me. I have been waiting for a response for 3 weeks.

To add insult to injury, their local service partners are demanding that I pay out-of-pocket for warranty repairs, with the earliest appointments delayed until late July. Under Dutch and EU consumer law, I am entitled to a functional product and a free remedy. I have officially sent a formal legal notice of default (ingebrekestelling) to Cowboy email.

I demand either a full return with ZERO deductions or an immediate, priority service appointment arranged and paid for by Cowboy to fix these defects this week.

Order Number: #337093

I ordered my bike in September 2025 with an expected delivery in December. As of 30 June 2026 the last update I have in my account profile says delivery at the end of February 2026 (4 months ago!!!) and I have gotten ZERO responses from the Company. At this point I feel like I've just been scammed out of £4k.

I am extremely disappointed with Cowboy’s customer support.

My Cowboy Cruiser ST (2023) became completely unusable due to what appeared to be a battery-related issue. I opened support ticket #100722931 on May 14.

After weeks of delays, repeated follow-ups, and multiple ignored messages, Cowboy finally diagnosed the problem as a faulty battery connector and sent replacement parts. I even had to pay shipping costs for these parts.

Unfortunately, the repair tutorial they provided did not match my bike model at all. The video showed a different frame and connector layout, making the instructions unusable for my Cruiser ST 2023.

Since support stopped responding again and they had marked the ticket as RESOLVED, I had no choice but to bring the bike to a professional e-bike repair shop at my own expense.

The technician replaced and tested the battery connector and confirmed that the connector was NOT the problem. In other words, Cowboy misdiagnosed the issue, causing unnecessary delays, unnecessary costs, and wasted time.

My bike is still unusable, and the actual issue now appears to be the battery itself.

What is most frustrating is not just the technical issue, but the complete lack of communication. Emails and follow-ups were repeatedly ignored for weeks.

The bike itself is great when it works, but if something goes wrong, the after-sales support has been one of the worst customer service experiences I have ever had.

I was one of those who were ordered by Cowboy not to ride my bike again as the frame will eventually break apart. This was coming up to two years ago. This week I contacted Cowboy for the umpteenth time, about my replacement frame. I was told at the time this whole problem reared its ugly head that I should under no circumstances ride my bike again. Ever. So here I am without a bike for coming up to two years, they tell me that the frames are being replaced in phases based on the mileage ridden.

I told them that I understood that,but how can I get up the required mileage (2500km) when you have requested that I never ride my bike? They replied that they are aware that there is no logic to their position (!) but it remains their position so that’s it. They will not contact me again until I get up the required usage - which I never can…

It’s not just the appalling arrogance of their people, they actually seem to HATE their clients. In all my years I’ve never known another company like it.

My Cowboy 3 still works well and still looks good after all these years

Top!!!!!!!

I love my Cowboy Cruiser. The frame geometry, handlebars and tires make it a very responsive and comfortable ride. I have owned the bike for over two years and ridden over 3,000 km. The bike has been very reliable and still gets about 80km per charge in eco mode.

4 years on a cowboy as my main transportation at Georgia Tech. Going strong.

Update 21.07.2026: now 4 weeks later exactly nothing happened! Actually it got even worse because now, nobody is communicating anymore. The service contact I had, disappeared and no one is replying to any messages.
Big warning to everyone! Don't buy Cowboy! It's fun to ride but a pure horror if you have issues, and trust me, there will be issues!

Original feedback:
I booked a repairment within the guarantee period, since the torque sensor is not working/supporting anymore. I scheduled an appointment with the technician, to get it fixed. Long story short. Technician didn't show up and online service closed the repair ticket and on top is not replying my tickets, even thought I already made couple of suggestions how they can support me differently. Current result next to the loss of the bike I needed to pay for travel costs of the technician who didn't showed up... Can it get worse? Repair ticket #2051

Had my Generation 2 since summer 2019. had a few small issues that Cowboy resolved when they had their own service centre in Brussels. Lately there was an issue with the torque that Cowboy could not solve from a distance, but had it at service at a bike shop they coop with - and the motor recalibrated. Works as new. So 4+ stars from me.

The smoothest ride experience! Riding my bike through the city makes me feel free!

Ordered accessories on 29 March. Most items took almost a month to arrive — delivered 22 April. Before they shipped, I tried to cancel the brake pads through the portal. The chatbot confirmed my request was handled, but everything shipped anyway, and the brake pads were the wrong item.

I have since placed a cancellation for the kickstand, which still has not arrived, and again received no confirmation of any kind. Every attempt to reach support runs into an automated reply that lists self-service links and admits the team "has no additional details to share." There is no way to reach a human.
For this price point, the after-sales experience is poor. My cancellation for the kickstand is still unconfirmed, and I have no way to reach a human to close it out. I am looking for someone at Cowboy to actually resolve this.
I have had the bike for three years and love it, but this customer support really ruins the experience when you actually need it.

UPDATE (22 June): Thanks for responding, but this does not resolve anything — my kickstand cancellation is still unconfirmed and I have no way to reach a person. Please provide a direct contact or reference so this can be closed. If I do not hear back, I would have to raise it with my bank as an undelivered, cancelled order.

Update (26/06) - still no feedback - pls let me know otherwise i have to dispute the payment via the bank at this point?

⚠️⚠️Update (20/08) - I have updated my review to four stars, as after sending an email, I've been finally approached by customer service, who I have to say have been very communicative and helpful.

29/08 - final update - My order was missing an item I had paid for, and two extra sets of brake pads I had tried to cancel were shipped anyway — the chatbot twice told me the order had been adjusted, and it never was. The real problem was that there was no way to reach a person: everything loops back to automated support, and a dozen attempts got me nowhere.

That changed once Thomas from the support team picked it up. From that point the communication was clear, honest and quick — return label sorted, and all three refunds processed and received in full. Marta also chipped in along the way. Credit where it is due: that is how it should work.

The bike itself I genuinely love. My only criticism is the front line — the chatbot is fine for simple things and useless for anything else, and customers should not have to escalate by email to get to someone who can actually fix a problem. Fix that and this would be a 5.

The bike is absolutely fantastic so much so that I’m selling my 4 year old Classic C4 to buy the Cross in moss green but customer services it’s something else. Very hard to get hold of and only buy email. So if there is some sort of emergency…..don’t even bother

Riding with cowboy for 3 years already and still enjoy every single moment!

Love my Cowboy, it never let me down since I have it

The bikes are incredible... when they work. If nothing goes wrong you're on to a winner here. If you ever, for some reason, need support, then be prepared for weeks of back and forth with 4-5 days between replies on their chat, going nowhere. I have a C4 ST that is unable to be ridden for over a year because of their frame recall. That same bike has a dead motor now and no power assist. Chats with their support are painful. You have to repeat yourself and wait days for them to reply with the next steps. The bike died two weeks ago and we've achieved nothing over two weeks of messaging due to the delay in them getting back to you. I hate to say this because I love their bikes and have been responsible for recommending them to loads of people... But I honestly can't do it anymore. Their support is awful and it's just not good enough. I've been a cowboy owner for 5 years now and have bought for myself and my company 6 of their bikes in total, so it pains me to say this but... Go with a competitor instead. Cowboy support has always been awful and continues to be awful. The non-existent frame recall and unacceptable after sales service I've received for this last bike is just the straw that broke the camels back. Avoid.