Terrible Customer Service - Great Bike 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.

Good experience with Basalt and Basalt ST purchaasee 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.

This is the absolute worst customer… This is the absolute worst customer service of any company I have ever purchased from. Good luck getting a response or a warranty issue covered. Do yourself a favor and find a reputable company that answers the phone or responds to emails.

2 year warranty? more like 2 minutes bad handlebar hardware, 1 part and its proprietary, which means its unavailable anywhere else but the manufacturer phone number is useless, 20 min on hold then they disconnected and I received a text to use email, which i already tried, 1 response and then nothing. figured I would buy from a somewhat local dealer (California, although bike shipped from east coast port, regardless) suggestion: call the phone number or email with a made up problem and see if they respond, if not DONT BUY FROM THEM

Any review above 1 star is written by… 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!!!