Cowboy Reviews 4,808

Cowboy's customer support has been excellent. Every interaction was handled with care and efficiency, making the whole experience feel easy and reassuring. Special thanks to Liesje for her patience and professionalism, she made a real difference. Really happy with the support I received

Date of experience: April 28, 2025

I’ve never known a company to be so uninvested in its customers that it doesn’t reply to emails or messages even after a week.

It’s very quick to reply to negative trust pilot reviews. Just terrible at everything else.

Lovely looking bikes. Completely overshadowed by non-existent service. Avoid like the plague.

Date of experience: April 21, 2025

My bike broke in September 2024, it took until december to find a store that would accept cowboy repairs because their delay for parts is so long. My part was eventually ordered, and I am still waiting for it. My bike has now been sitting in a repair shop for 5 months. I have contacted cowboy who were originally somewhat helpful, however, since being promised compensation for my alternative travel over the last 7 months and not receiving it I have been ignored. I have sent several follow up emails and messages and do not get a reply. It’s incredibly frustrating and I only got this bike in April 2024 - it’s been broken longer than it worked. It’s a 3000e bike. My electric swapfiets worked better and has less issues.

Date of experience: April 25, 2025

I ordered my Cowboy bike in October 2024 — it finally arrived two weeks ago, after months of delay. You’d think after waiting that long, I’d at least receive a flawless product. Nope.

Straight out of the box, the bike had visible paint defects, and the hex key provided doesn’t even fit the screws — making the bike unusable from day one. I reported everything immediately with detailed photos. That was two weeks ago. Since then? Radio silence.

No answer. No real help. Just a vague copy-paste reply pointing me to some bike shops — none of which can fix Cowboy's poor quality control or missing tools.

I’ve now reached the point of trying to get my money back via American Express, because Cowboy's support is completely unresponsive. Emails bounce, updates don’t come, and any hope of a proper resolution seems to have vanished.

This has gone from frustrating to surreal. A premium bike brand should not operate like this — with no service, no accountability, no respect for their customers.

If I could give zero stars, I would.

Date of experience: April 07, 2025

I purchased a Cruiser bike through my employer scheme in mid January, with the aim to mitigate the very expensive commuter fees in London. The initial delivery estimate was end of March.
Since then I have been chasing them regularly. At a certain point I was notified of a delay (due to a production move to France) to end of April. Upon chasing today, I was told that the delivery is further delayed to the end of May.
At this point I cannot cancel the order due to the complexity of the Cycle scheme process (including tax saving implications), and I am also sustaining a tangible financial damage, as for these two month of delay I will have to still pay my commuting fees across the city, which I aimed to avoid by cycling to my office.
I have friends very happy with this bike and I would really like to enjoy it myself (if I ever receive one...); in the meantime, though, I would recommend to AVOID THE PURCHASE UNTIL YOU ARE 100% SURE THAT THE COMPANY HAS SORTED OUT ITS SUPPLY CHAIN ISSUES.

Date of experience: April 24, 2025

4 month delay on a bike ordered 8 Months ago.
Unacceptable.
This is NOT a cheap bike.

No communication
No compensation
Absolutely horrendous service

Would NOT reccomend

Date of experience: April 23, 2025

I ordered a bike from Cowboy in October 2024. Five months later they finally (finally!) delivered me a critically broken bike that was damaged before shipping.

They’ve offered to ship me a replacement, but that’ll be two months away (and I’m I don’t trust their etimates anymore).

I’ve asked for a full refund since they’re way past the “reasonable delivery” window that UK consumer protection law stipulates.

But now they’re ghosting me. No replies. No updates. And many of the customer service contact addresses I’m emailing are bouncing, which makes me think they may have laid off a lot of people.

If I could rate them zero stars, I would. This has been an incredibly expensive, and incredibly joyless experience.

Update April 25: after this review Melissa replied, and said she’d follow up with the refund process. but hasn’t replied to any email since, and I’ve seen no movement on my account.

Date of experience: April 22, 2025

I, same as so many others, ordered a cowboy bike back in November 2024 during the Black Friday sale. The deal was pretty good (800€ off for the bike) with the catch being that it would be delivered a few months later. I didn’t think that was a big deal at the time, with the target delivery date being February-March 2025.

As of the date of this review, I still don’t have my bike that I paid 2200€ for and the date is April 22nd 2025. It’s easy to understand that with inflation and depreciation, that 2200€ is now worth considerably more. Cowboy’s support has been okay-ish but I’d much rather get my bike than their promotional emails every other week. I still don’t have a confirmed delivery date and I’m wondering whether I’ll ever get my bike at all. I’d never recommend anybody to purchase from cowboy again.

Date of experience: April 22, 2025

I was happy with my Cowboy bike at first, but recently the motor broke down (still within the warranty period), and now I’m experiencing just how incredibly poor the customer service is. I’ve been trying to order new parts for months. Since it’s under warranty, the parts have to be ordered through the app. They respond quickly in the chat when it's about simple questions, but as soon as I bring up ordering parts, I get no reply at all.
I’ve tried reaching out in different ways and through various apps, but none of my requests to send replacement parts are being answered. Even on Trustpilot, Cowboy responds quickly, but when it comes down to actually taking action, nothing happens. It feels like there’s a shortage of parts or that Cowboy is on the brink of bankruptcy and therefore can’t deliver.
Cowboy is a nice bike, but the moment something breaks (which can happen quite soon), you're out of luck. I strongly advise against buying a Cowboy — customer service and bike maintenance are much better handled at companies like VanMoof.

Date of experience: April 21, 2025

How I wish I never bought this bike. Breaks constantly and parts are unavailable.
Ordered a new controller, prepaid even though I have maintenance and all other add-ons. It's been nearly 2 months and it's still not shipped. Customer service refunded 25% with no further updates. Still out £100, bike is broken and no ETA on part delivery.

Date of experience: April 20, 2025

We got 4 Cowboy's at home for our commuter kids and ourselves. 2 x C3 and 2 x C4, with some minor hick-up's in service but close to 35.000 kilometer in almost 4 years, it's not bad ...

Head's up Cowboy !
And from

Date of experience: April 18, 2025

I like my cowboy. The ride is nice and smooth, the app is magnificent but if you need parts you have to have a lot of patience. I started years ago with a C1 and now still riding my C2 and did more than 30k km combined on both bikes, excellent value for money.

Date of experience: April 17, 2025

We've been waiting five months for our cruiser with no resolution. Reaching customer service has been impossible — the only available support is an unhelpful AI agent named Flo. Unfortunately, it's too late for us, but if you're considering buying a new e-bike, I strongly suggest looking elsewhere.

UPDATE:

I reached out to Cowboy and mentioned this review. They informed me that my order had already been "marked as prioritized." Apparently, being "prioritized" means waiting half a year for a bike — so if you're less lucky than I am being prioritised by Cowboy, it could take even longer. There are plenty of other e-bike companies out there; I would choose a different one. At the very least, go with a company that is upfront about such ridiculous wait times.

Date of experience: April 16, 2025

I would like to express my frustration about the way things went regarding the replacement of my bike's engine. After only 1.5 years of use, the engine started making a loud grinding noise and the pedal assistance faltered. To my surprise, I was then told that I was no longer entitled to a warranty due to the use of an app. However, this condition did not apply at the time of purchase. Due to this subsequent change, my warranty has therefore tacitly expired - not very nice.

Nevertheless, I accepted this and ordered a new engine via a local partner. The stated delivery time was 9 weeks. However, after waiting for 6 weeks, the delivery time still turned out to be 9 weeks. Attempts to contact Cowboy were difficult; I was repeatedly sent into an endless AI loop without actually being able to speak to an employee. Only after a lot of effort did I get through to someone who indicated that the engine would be delivered on April 11.

It is now April 15 and the delivery time is still stated as 9 weeks. No progress is visible. The local partner has now decided to stop selling and servicing Cowboy bikes due to poor communication and poor service from cowboy.

I have been waiting for months now without any clarity or solution. It looks like I can throw my Cowboy bike in the trash after a year and a half of service. What a disappointing and frustrating experience - this is really no way to treat customers.

Date of experience: April 15, 2025

Like you many of you, I ordered replacement parts for my Cowboy bike on November 24. With an expected delivery date of mid-December, since ...I am waiting for... Every month, I have to chase Cowboy for an update, Every month I received apologizes without any options.

I propose to organize a group to suit Cowboy to do something. Who is in ?

Comme beaucoup d'entre vous 5 mois pour toujours attendre des pièces sous garantie qui ne viennent pas ! Toujours des excuses mais jamais de propositions.
Je propose de faire un groupe pour les poursuivre et demander réparation pour le préjudice !

Date of experience: April 14, 2025

Already waiting 6 months for my bike then always just postpone the expiry date

Date of experience: April 12, 2025

Date of experience: April 10, 2025

Cowboy are useless, not responsive and deceptive around messaging.

After receiving the following message saying they would cover the fees brake bleeding, they are now refusing to respond or refund me.

"Hello Joshua,
I indeed see that you validated your request for the brake bleeding.
You now just need to get into contact with our partnership. You can explain them that you are covered by Cowboy Care, in the case they still make you pay, you can send us the invoice and you will be refunded."

Cowboy don't care about customers they care about their bottom line. Don't buy this bike and don't give them your money.

UPDATE: Still waiting after 4 days, and an email to the founder and no response...

UPDATE 17/04/25: Still no refund and response time of several days for each message…

UPDATE 23/04/25: Still awaiting funds after having been told last week the money would be refunded.

Date of experience: April 09, 2025

Despite the fact that I love the vision, mission and values of the brand, I can't recommend it as a daily commuter. Bought a C2, second hand, with 900km. In a year, I rode 3900km.

Had to replace a few things (due to normal use, I'd say, such as the entire rear brake line, brake pads twice). Broke the belt once. Damaged it another time. In total i'd say that these costs were under control for a premium ebike (around 500eur / year).

Bike had a few tiny quirks which I was okay with, such as the fact that never "wakes up" when I approach it with my phone. Every time I'd have to turn it on, I'd have to remove the battery and put it back to have it wake up.

Here's where the dealbreaking issues started:
- it's been 4 months and no news about the belt (I have to ask for news)
- speaking to bots is quite infuriating as they don't leave any option to truly understand the struggle
- recently, the lock of the battery doesn't work anymore, and the battery is thereby "locked" to the frame. And, as I stated above, that means that the bike won't 'wake up'. Impossible to the charge it, the only solution available is to contact a garage.

I contacted my garage and they came with bad news: they have to drill into the battery, remove it, and order a new one. I'd be okay to replace it but... having such an issue after less than 4.000km, that will cost around 600EUR (540 for the battery + some garage work), is not possible for me.

And of course, the belt won't be delivered until june, which means it will be SIX MONTHS late. And if I want to order a new battery, I'll be stuck for at least a month (at least!) because they're out of stock with no news about the next batch.

So I'm left with no words. Can't use my daily driver. Need to find a backup muscle bike. As I said, as a fellow brussel citizen, I 100% support Cowboy and their mission. Love riding my bike, but it's too expensive to maintain, and the waiting gaps make the experience absolutely terrible.

I cannot conceive that a bike of that price is breaking down in less than 4.000km and that the repair costs are so damn big.

Sad.

Date of experience: April 08, 2025

After knowing already Cowboy 4 /with some technical problems, I got my new Cowboy Cross one month ago. Let's say that's a really convenient drive and a beautiful bike. Up to 74km with one akku I can drive. Against strong wind or Mountain up is no problem thanks to Adaptive Power. I can recommend this bike, but you should live near a Cowboy store for repairs.

Date of experience: April 07, 2025