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 a... See more
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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.... See more
Well, since I have contacted with Momen, he has given me the best service and attention ever, looking for solutions online to reach my needs no matter what. Impressive, honestly, such a grea... See more
Company replied
My experience with my mate bike is great! Not only for daily rides, but also on holidays. Last summer we travelled from Copenhagen to Bornholm with our mate bikes. We could easily take them with us on... See more
Company replied
Company details
Written by the company
MATE is a Copenhagen-based start-up. Our mission? To make the best and coolest all-around bike for any given situation.
Contact info
Landemærket 29, 1119, København , Denmark
- hello@mate.bike
- www.mate.bike
2.5
Poor
3K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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AVOID
I contributed to the CrowdFunding campaign so if anything I should be biased towards Mate.Bike but...
In my experience this company is all hype, no substance. It feels like the budget has been spent on marketing not service provision.
I ordered a bike two years ago, still not delivered. Every excuse under the sun has been thrown out, the latest excuse is that Chinese New Year has had a negative impact, even I laughed at that one!
Support staff are as helpful as they can be (thank you for your patience with me Mateus!), which is appreciated but overall, this company over-promises and under-delivers.
It hurts me to say it but my advice is avoid this company.
18 February 2022
Unprompted review
Reply from MATE.BIKE
Dear Glyn
Thank you for your valuable feedback.
We sincerely believed we could honor the delivery of your MATE in a timely manner. However, there is still a current global container crisis that is out of our control.
It is unfortunate that you decided to cancel your order, but of course. we respect your decision.
Rest assured that our customer service team does its best to make all of our customers happy. That is why one of our agents will contact you as soon as possible with some updates on your cancellation request.
In the meantime, thank you so much for your patience and support so far!
All the best,
your MATE Team 💛
Frustration !!!
More than 1 year delay. Parts are missing, fenders etc are not delivered. Bike has a movement in the frame and a local bike shop is not able to fix it because part is missing or .. still waiting for a replacement set. It is dangerous to drive now so meanwhile almost 1,5 year further and no fun only frustration
17 February 2022
Unprompted review
Reply from MATE.BIKE
Dear Michael
Thank you so much for sharing your feedback.
We here at MATE BIKE strive to provide better service each day, which is why we will take your review by heart.
Please be advised that we looked into your case and we can see that one of our agents is already in touch with you.
Thank you so much for your understanding and patience, it is greatly appreciated!
All the best, dear Michael
Your MATE Team 🚲
Great investment
Great investment. My Mate-Bike now takes me effortlessly up and down the hills of Zürich. And it folds easily into the car trunk for further adventures. In style.
16 February 2022
Unprompted review
Reply from MATE.BIKE
Hey Jannick,
Thanks so much for your review! Happy to hear that you love all the functions the MATE offers - we hope you will continue to have an amazing time on it... <3
All the best,
YOUR MATES
Swift reply
Swift reply, and great will to turn the extra stones to solve the issue. Strong improvement from earlier experience. Looks promising for the future
14 February 2022
Unprompted review
Reply from MATE.BIKE
Dear Marius,
Thanks so much for your review! Happy to hear you had a nice experience with the MATE BIKE team - we hope you will have an amazing time with your bike <3
All the best,
YOUR MATES
Reply from MATE.BIKE
Hey Dan! 😁
It´s so nice to read about the experience that you had with our lovely customer service team. 😍 Our support team appreciates your kind words.
If at any time we could be of help, please do let us know. 🚲
All the love from,
MATE Customer Service
Ordered a Mate X online
Ordered a Mate X online but I ended up buying 2 in the flagship store in Cph.
Thanks to Rosa customer service and Yann and his team at the store.
You guys have provided the best service and been very helpful with everything from ordering, cancelling and buying
Thanks to my new best Mates
11 February 2022
Unprompted review
Reply from MATE.BIKE
Hey Michael,
Thank you for your kind words and review! We are always striving to do our best and help you in every scenario! 💜 Rosa and the team will be delighted to read your review.
Please always be welcome to reach out to us if there should be anything in the future!
All the best,
MATE.BIKE Customer Service
Minor bike issues
I had been having a few small issues with my bike here and there, nothing critical, but inconvenient, and the staff has been very responsive and helpful in assisting me and finding solutions to my issues, as well as being accommodating where possible.
10 February 2022
Unprompted review
Reply from MATE.BIKE
Hey Sahand,
Thank you for your kind words and review! We are always striving to do our best and help you in every scenario! 💜
Please always be welcome to reach out to us if there should be anything in the future!
All the best,
MATE.BIKE customer service 🙌
Order updates are not happening
Order updates are not happening! Received an email 3 weeks ago assuming weekly order status update would be sent. Till now I haven't any date for bike delivery.
10 February 2022
Unprompted review
Reply from MATE.BIKE
Dear José,
Thanks a lot for your feedback.
As we strive to provide better service every day, we appreciate your valuable feedback in order to optimize our services.
Rest assured that our customer service team does its best to make all of our customers happy. One of our agents will contact you as soon as possible with some updates about the delivery of your MATE bike.
We hope we can change your mindset once the desired results are there. 🤞
In the meantime, thank you so much for your patience and support so far!
l love my Mate X
l love my Mate X. I waited a bit for it but it was worth waiting for. I know you dit all you could. I choose the Mate rather than my car to go to work.
you are the best;
St Gunn
7 February 2022
Unprompted review
Reply from MATE.BIKE
Hi Steinþór!
Thank you for taking the time to write this awesome feedback. We are super happy to read your review. It is very rewarding to have satisfied customers like you.
If at any time we could be of help, please do let us know. 🤗
Have a great time with your MATE bike! 🚲 All the love!
MATE Customer Service
Best Team in the World? Most definitely.
It has been a LONG journey, almost two years, and it was all worth the wait. Thank you Mate.Bike Team. From initial concept, to the Indigo campaign, through production glitches, covid, and world wide shipping disruptions, you folks delivered - IN SPADES. What a FANTASTIC bike, what a determined Team. You all, "Got her done!"
7 February 2022
Unprompted review
Reply from MATE.BIKE
Hey Mike!
Thank you so much for your amazing feedback 😍
Wow, your comments are much appreciated by all our MATE team! We are super happy that our bike met your expectations 😊
We wish you all the best and an exciting time with your MATE 🚲
Have a beautiful day,
MATE Customer Service
DON’T ORDER A MATE.BIKE
DON’T ORDER A MATE.BIKE
I ordered one 8 months ago. No bike yet. Customer service promised the bike in September 2021, then December 2021. Still no bike or communication from MATE.BIKE
7 February 2022
Unprompted review
Reply from MATE.BIKE
Dear Bo,
Thanks a lot for your honest feedback.
As we strive to provide better service every day, we appreciate your valuable feedback in order to optimize our services.
Rest assured that our customer service team does its best to make all of our customers happy. We are now sending out weekly updates on the delivery of your bike, please reach out to us at hello@mate.bike if you are not receiving our weekly updates and our customer service team will assist you.
We hope we can change your mindset once the desired results are there. 🤞
In the meantime, thank you so much for your patience and support so far!
All the best,
MATE Customer Service
Mobility-Lifechanger
The mate x changes you mobiliy life. You need no car or bus anymore - just this bike can check all your ways and transports. And it keeps you fit!
5 February 2022
Unprompted review
Reply from MATE.BIKE
Hey Jan,
Thank you for your kind words and review! We highly appriacte your amazing feedback on our product. 🙏
Please always be welcome to reach out to us if there should be anything in the future! 💛
We wish you and your new (soul)MATE all the best,
MATE.BIKE Customer Service
Each time I reached out to the Mate…
Each time I reached out to the Mate team they really took all the effort to help me.
That is what I call service!!!
Just keep an closer eye on the parcels that are sending out. It has to be correct because you will never see the wrong deliveries back
4 February 2022
Unprompted review
Reply from MATE.BIKE
Hi Bjorn!
Thank you so much for taking the time to write this wonderful feedback🙏. We are super happy to read your review.
Please do not hesitate to reach out any time! 🚲
Much love!
MATE Customer Service
Responsive.
28 January 2022
Unprompted review
Reply from MATE.BIKE
Hey,
Thank you for your kind words and review! We are always striving to do our best and help you in every scenario! 💕
Please always be welcome to reach out to us if there should be anything in the future!🤗
Very fast customer support, bad repair shop experience
Very fast response from customer support online, though i can't give a perfect review due to my last experience with the copenhagen repair shop, as i had my bike waiting for 2 weeks without getting it fixed and had to just get it to another repair shop.
(normal waiting time in a copenhagen bike repair shop is about 1 day)
So i hope this will be fixed in the future.
26 January 2022
Unprompted review
Reply from MATE.BIKE
Dear Joachim
Thank you so much for your kind words!
It is unfortunate that ozur experience with our repair service didn*t meet your expectations.
Our service to repair bikes in our flagship store is brand new and our lovely mechanic started working just in December. Please allow us to settle in first and gradually optimize and expand our services 😊
Nevertheless, we will of course take your constructive feedback to heart and use it to optimize our customer experience!
Thank you for helping us improve 🧡
All the best,
your MATE Team 🚲
Black Friday offer gone wrong
Waiting now more then a year, had several delays and last promise was December. Apparently they didn’t ment the one in 2021.
They were smart to skip doing a Black Friday deal in 2021, because they can’t seem to deliver on their promise.
I do hope they think of a compensation when it’s finally here.
12 January 2022
Unprompted review
Reply from MATE.BIKE
Dear Marcus,
thanks a lot for your honest feedback.
As we strive to provide better service every day, we appreciate your valuable feedback in order to optimize our services.
Rest assured that our customer service team does its best to make all of our customers happy. Please provide us with your contact details and one of our agents will contact you as soon as possible with some updates about the delivery of your MATE bike.
We hope we can change your mindset once the desired results are there. 🤞
In the meantime, thank you so much for your patience and support so far!
Sadly it is not possible to give zero…
Update!!!!! 6 Month!!! 630km!!!!
I can not describe it in words… i checked all Screws and Nuts right bevor the first ride. They wrote it on their website that you’d have to check every Screw and Nut right befor the first ride. And still after nearly 600km my front Tire lose itself from the Fork. When you ride the bike the only things you notice are loud vibrating sounds and squeaking sounds from the Frame and Springs. Also You only have the possibility to maintain it through their own service every bike shop will turn you down with the words that they do not want to get in trouble for maintaining it. The breaks are totally underdecimated for the wheight of the bike I have the hydraulic ones but after a few downhill parts your breaks are gonna smoke and smell a little bit burned.
Sadly it is not possible to give zero stars. I am more than disappointed from this company. Safe your money an buy the Taiwan knockoff. Do not give Mate your Money! You will regret it!!! I got the 6th delay on my order. They send wrong parts and say that their system made a „few“ mistakes! And when in want the right parts they tell you that there are no parts left and that I have to wait till February. I ordered in July and I still wait for my backlight. So give yourself a favor and DO NOT BY A MATE BIKE!!!!!!
10 January 2022
Unprompted review
Reply from MATE.BIKE
Dear MATE,
thanks a lot for your honest feedback.
As we strive to provide better service every day, we appreciate your valuable feedback in order to optimize our services.
Rest assured that our customer service team does its best to make all of our customers happy. Please provide us with your contact details and one of our agents will contact you as soon as possible with some updates about the delivery of your MATE bike.
We hope we can change your mindset once the desired results are there. 🤞
In the meantime, thank you so much for your patience and support so far!
All the best,
MATE Customer Service
I had to deal with customer service the…
I had to deal with customer service the whole experience was great, Rosa dealt with my query and she was great kept me up to date the whole way through the process great service
8 January 2022
Unprompted review
Reply from MATE.BIKE
Dear Tony,
Thank you for taking the time to write this amazing feedback. We are super happy to read your review, especially Rosa. It is very rewarding to have satisfied customers like you.
If at any time we could be of help, please do let us know. 🚲
Have a great time with your MATE bike! Much love!
MATE Customer Service
Things have definitely improved
Things have definitely improved, kudos for Mate and for lovely Ugne who kindly sent the replacement parts I needed for my Mate X.
Greetings from Chile!
6 January 2022
Unprompted review
Reply from MATE.BIKE
Hey Andres,
Thank you for your kind words and review! We are always striving to do our best and help you in every scenario! 💜 Ugne will be delighted to read your review.
Please always be welcome to reach out to us if there should be anything in the future!
All the best,
MATE.BIKE Customer Service
They have improved a lot :)
28 December 2021
Unprompted review
Reply from MATE.BIKE
Dear Emil
wow - thanks a lot for your great review 😍
We are thrilled that our service is satisfactory and that our efforts to optimize customer service are beginning to pay off!
Please do not hesitate to reach out in case you need further assistance or have any questions.
We are happy to help 😊
All the best, dear Emil!
Your MATE Team
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