MATE.BIKE  Reviews 3,159

Bought a bike in 2019. Have been able to ride it a total of one day. Contacted the company many many times. No help. engine is dead. Gave it up for lost. Then they contact me asking questions I have already answered many times. Advised to provide info on their website. Followed their link and get a blank screen. Stay as far away from this company as you can

Unsafe bike!
Worst bike I have ever bought. It is unsafe and should never be cleared for traffic. I got in an accident and was hospitalized after a part of the bike broke of during my ride.
And the way Mate responded was that it was my fault instead of taking responsibility.
I warn everyone from buying this bike!
It is dangerous and unsafe to ride!

Do not buy this bike - my husband's one split in half while he was doing 30-40mph causing terrible damage to his arm. He now has a metal plate in both shoulder & elbow as his arm had to be be rebuilt. We have tried to get compensation but the company do not want to know despite a comprehensive solicitor report to say the welding was unsafe and a loophole in the law. This accident broke my whole family. . .DO not buy this bike!!

My experience with Mate.bike, which began in November 2022, has been nothing short of frustrating and disappointing. As of September 27, 2023, I have not received the replacement motor I ordered, and my attempts to contact their customer support have gone unanswered.

I initiated contact with Mate.bike in June 2023, inquiring about the status of my order. At that point, I was still hopeful that the delay was due to some logistical issues and could be resolved promptly. However, my optimism quickly faded as I received no response to my initial inquiry.

In the following days and weeks, I continued to reach out to Mate.bike multiple times through email, desperately seeking an update on my order. Despite my persistent efforts, I received no acknowledgment or response from their customer support team.

At this point, I am left with no choice but to conclude that Mate.bike has failed to fulfill its obligation to deliver the product I paid for. My trust in their customer service has been shattered, and I am left with a sense of helplessness and disappointment.

I want to caution anyone considering purchasing from Mate.bike to think twice and carefully consider their options. Based on my experience, it appears that Mate.bike has serious issues with customer service and product delivery. I hope that my review serves as a warning to potential customers and as a plea to Mate.bike to address the concerns of their existing customers promptly and professionally.

In summary, my experience with Mate.bike has been marred by unresponsiveness, lack of communication, and failure to deliver the product. As of now, I am left without the bike, lost money and with a sense of frustration and disappointment that should not be associated with any customer's buying experience.

I have been waiting two years for help with a warranty case for my mate X. It takes several months to get a part, and they try them one at a time. I have now swapped cables, controller, display, and still not working. At every step I need to send pictures and videos of the same problem of a display not switching on. Now it's back to square one. Been waiting three months for another display. Number three. It's utterly unlikely it will do anything other than the last two and yet here I wait...

Update: Issue sorted.

I have been trying to get a copy of the receipt for my MATE X that I bought in their London Store (Spitafields Market), but haven't got a response from their London Team. I need the receipt to be able to ship my bike as I' moving to another country soon.

Can you please assist?

After testing riding a MATE City 250W in the store in Copenhagen, I purchased the bike on 15th April 23 with delivery to where I was staying in Copenhagen. I received the bike on 4th May which arrived damaged and was heavier than the weight advertised on the website.

I contacted MATE to exercise my right of withdrawal and then had to wait until the 7th June before the bike was collected by BHS Logistics. After chasing for updates, MATE finally confirmed they had received the bike on 3rd July and relevant department updated to action a refund. Since this date I have sent 3 further emails asking when the refund will be received, on 11th , 16th & again today on 18th July and have received no response or update what so ever.

So after the bike was collected, coming up to 6 weeks now and no refund has been processed or indication as to when I will receive. I have never experienced such poor customer service when making an online purchase.

The messaging and follow-up methods are great. The 'HOW TO' videos are also of great help: they are well prepared.

I got fast and good service by Momen from MATE Customer Support. Fast reply and simple answers. Thanks:)

BEWARE......if you purchase a Mate Bike in the UK you will be unable to get any warranty as MateBike UK has gone into liquidation. Our bike was purchased under 2 years ago and has developed a fault to the frame - despite it being well maintained. This is the response we have had back:

"I have been informed that you are a customer of the Company and have made enquiries for your bike to be repaired under the terms of your warranty. If you purchased your bike via the UK company then it is likely your warranty was with the UK company that has recently been wound-up. However, please check this.

On the basis you are a UK customer, I regrettably have to inform you that the Company has ceased to trade and is unable to carry out any repair works under the warranty. On the basis that you are able to find an alternative repair solution. It is possible that you will have a claim against the UK company in relation to the funds you have had to pay to remedy your product. However, I advise it is currently uncertain there will be a distribution to the unsecured creditors of the UK company."

Great customer service, which is rare nowadays. The bike was delivered in time. Everything worked out really great 🔥

I had almost 8 month wIting time, when ordered bike.
The bike is AMAZING!!!
Quality is super great! Battery holds at least 150km. Amazing!

Momen quickly responded to my request for help and provided me the correct information I needed. I was very pleased.

Bought a mate city a few months ago from the London branch, nice bike BUT the uk 🇬🇧 branch stopped trading and you can’t get any warranty work done . To add insult to injury (£2000 worth) the head office in Copenhagen are no help. Impossible to find a charger that fits the bike .

Very good service by Herbet.
Many thanks!

Dear,

We are now again more than two weeks on and again I have no news from you. Surely this is not normal. If I gave this kind of service in my business, I would not have a business anymore. I have not been able to ride my Mate bike for more than 1 year now and in the meantime that I was waiting for my battery, which I have already paid for btw, I have built and delivered houses to satisfied customers. But you cannot deliver a simple battery pack.
Should I maybe write bad reviews on facebook, google and instagram so I can get a action from you guys and I can ride my bike again ?
Would like a quick solution (=delivery of my new battery which has been paid for already) !

You can look up my email's in your system. Its really not ok wat you are doling with customers

With kind regards, Gert Toye

Very good communication with the customer support service. Permanent assistance until the end of fixing the problem.🙂

Very responsive customer service. Supply chain still needs some ironing out, but the customer care team makes up for it.

I purchased an e-bike from MATE and I couldn't be happier with my experience when I went to pick it up. Not only is the bike top-notch, but the customer service I received from the shop assistant, Andrea, was exceptional.

When I arrived at the store on Landemærket Street near Rosenborg Castle, Andrea greeted me warmly and patiently helped me rearrange the packaging for my trip home. She provided me with tools, gear and protective packaging for the necessary disassembly and packaging.

After I made my purchase, Andrea went above and beyond by helping me pack the bike for transport and even helping me to book a taxi to ensure that I could get the bike home safely. Her assistance was invaluable and made the whole process stress-free.

The bike itself is fantastic. It is well-made and performs beautifully on both roads and trails. I love the design and the powerful motor that makes riding uphill a breeze.

Overall, I would highly recommend MATE and their e-bikes to anyone in the market for a new bike. And if you're lucky enough to have Andrea as your shop assistant, you can rest assured that you'll receive top-notch customer service every step of the way. Thanks, MATE and Andrea, for an excellent experience!

Momen was great. He got back to me very quickly and was very helpful and friendly.