MokwheelReviews of mokwheel.com

Reply from MokwheelOct 16, 2026

Hello Hatem, Thank you for sharing your experience and taking the time to provide your feedback. Regarding your comments about removing the speed restriction, we would like to clarify that MOKWHEEL's European e-bikes are designed to comply with applicable local laws and regulations. In pedal-assist mode, the maximum assisted speed is 25 km/h. For safety and legal compliance reasons, we do not recommend making any unauthorised modifications or adjustments to your e-bike, and we are unable to provide guidance on removing the speed limit or modifying the relevant settings. MOKWHEEL accepts no responsibility for compliance issues or related consequences arising from unauthorised modifications to the e-bike. We understand your expectations regarding performance and flexibility, and we also want to ensure that every customer can use their e-bike safely and in accordance with applicable regulations. Thank you for your understanding and cooperation. Best Regards, Mokwheel

Reply from MokwheelSep 28, 2026

Dear Ansekrger, We are very sorry that your after-sales experience did not meet your expectations, and we apologise for any inconvenience this may have caused you. We take your feedback seriously and would like to better understand the specific issue you are currently experiencing. If you are willing, please contact us by email and provide your order details along with a description of the issue you are currently experiencing. Based on the information you provide, we will look into the matter further and do our best to assist you in resolving it. Thank you for being willing to communicate with us. We hope to have the opportunity to follow up with you further and improve your experience. Best Regards, Mokwheel

Reply from MokwheelSep 24, 2026

Dear Mark, We are sorry to hear that your experience with the Basalt has not met your expectations, and we also apologise that both your riding experience and the previous after-sales communication have left you disappointed. In particular, as you have already had considerable experience using the Mesa City, we understand that you may have had higher expectations for your newly purchased e-bike. Regarding the issues you mentioned, including the power output feeling uneven while pedalling and the torque sensor making the e-bike feel unnatural to ride, we would like to look into these further. We would also like to briefly explain how the Basalt's power-assistance system works. The Basalt uses both a torque sensor and a cadence sensor, and adjusts the motor assistance according to changes in the rider's actual pedalling effort. The greater the pedalling effort, the more assistance the system provides accordingly. When the e-bike is travelling below approximately 20 miles, the power assistance is primarily based on the torque signal. Once the speed exceeds approximately 20 miles, the speed signal also begins to contribute to the power assistance. We understand that simply explaining how the system works does not resolve the actual riding issues you are experiencing. Therefore, we would much rather assess the situation based on your specific riding conditions rather than simply asking you to adapt to the product. We have already proactively contacted you by email and would like to learn more about the specific issues you are experiencing while pedalling, when the motor assistance engages, and during riding and handling. Please reply directly to the email we previously sent you and provide as much relevant information as possible. We will review the details you provide and follow up accordingly. We sincerely hope to have the opportunity to better understand your actual riding experience and do our best to help resolve the issues you are currently experiencing. Best Regards, Mokwheel

Reply from MokwheelSep 21, 2026

Dear Wolf, We are sorry to hear that you were disappointed with your shopping and after-sales experience. We understand that an issue continuing over a period of time can understandably lead to a frustrating experience. Regarding order #7981, we would like to clarify the actual handling of the matter. In response to the after-sales issues you experienced, we have been actively communicating with you and, following our discussions, reached an agreement to provide you with a replacement e-bike. In order to resolve the issue as quickly as possible, we arranged and dispatched the replacement e-bike as agreed. We would also like to clarify that after the replacement e-bike had completed transportation and reached the final delivery stage, the parcel was refused by you. As a result, the e-bike could not be delivered and was eventually returned. After being informed that the delivery had been refused, we promptly contacted you by email to confirm the situation and continued to offer assistance in resolving the matter. To avoid you having to experience another lengthy waiting period, we also offered to arrange and dispatch another replacement e-bike for you. However, we did not receive a further response from you. Regarding your subsequent request for a return and refund, we also reached an agreement with you and proceeded with the return and refund arrangement accordingly. In addition, regarding the comments in your review about our customer service representatives and company, we would also like to clarify that our customer service team consists of real members of our support team. Our company is a genuine operating business. In addition to our online shops, we also work with local dealers and provide customers with order support, after-sales assistance and customer service. Regarding the current refund process, we are also actively communicating with you by email. If you have any further questions, concerns or suggestions regarding the refund arrangement, please feel free to explain them to us by email, and we will continue to communicate with you and follow up on the matter. Best Regards, Mokwheel

Reply from MokwheelSep 7, 2026

Dear Barret, We are very sorry to hear that your experience did not meet your expectations, and we regret that you encountered issues during both the use of your product and the subsequent support process. Regarding the return and refund policy you mentioned, we would like to provide some additional clarification. Our return and refund policy is primarily intended to cover return requests for reasons unrelated to product quality issues, and therefore includes certain eligibility requirements and time limits. These specific terms are publicly available on our website, so customers can review them at any time before making a purchase or when considering a return, allowing them to understand the applicable conditions and scope of the policy in advance. For product quality issues, we assess each case individually and handle it in accordance with our applicable after-sales and warranty policies, rather than simply applying the general return policy. Regarding the BBB complaints you mentioned, we understand that such publicly available information may influence a customer's perception when considering a brand. However, the complaints you referred to mainly date back to an earlier period. During the time since then, we have continuously worked to improve our product support, after-sales processes and customer service based on customer feedback. While we cannot guarantee that every customer experience will always fully meet expectations, we have been making continuous efforts to improve and hope that our current level of service reflects this progress. Similarly, regarding the different ratings and reviews on third-party platforms, we recognise that each customer's circumstances, product usage, issues encountered and support experience can be different. As a result, individual reviews, whether positive or negative, naturally reflect the experience of a particular customer in a particular situation. We take the concerns raised in all types of feedback seriously, while also hoping that customers can consider a range of experiences and the specific product policies when forming an overall view. As for the issues you personally experienced, we are genuinely sorry that we have not been able to identify a way to contact you directly based on the information currently available to us. If you would be willing to give us an opportunity to better understand your situation and assist you further, we would sincerely appreciate it. If there are still any questions or issues that have not been resolved, whenever it is convenient for you, you are very welcome to contact us by email or through the previous communication channel you used with our customer service team. This would allow us to review your specific circumstances carefully and do our best to follow up and assist you further. We sincerely hope that we will have the opportunity to better understand your experience and, where possible, help resolve the issues you are currently facing. Best Regards, Mokwheel

Reply from MokwheelAug 21, 2026

Dear John, Thank you for taking the time to share your feedback with us. We are sorry to hear that you have concerns regarding the battery performance and your after-sales support experience. We understand that battery-related issues, especially changes in performance after a period of use, can be frustrating. We take your feedback very seriously. Regarding battery lifespan and performance, actual usage can be affected by various factors, such as frequency of use, charging habits, storage conditions, and riding environment. However, we would still like to better understand your specific situation and assist you in determining whether there are any other possible solutions or further support we can provide. We sincerely hope to have the opportunity to learn more about your situation and continue assisting you in resolving the issue. If you are willing, please contact us through your previous communication channel, and we will be happy to continue providing support. Best Regards, Mokwheel

Reply from MokwheelJun 22, 2026

Dear Melanie, First and foremost, we would like to extend our sincerest apologies to you and your husband for all the frustrations you have experienced with your Mokwheel over the past year. We fully understand how disappointing it must have been to invest considerable time and effort into repeated repairs, only to find that the issue was never properly resolved, ultimately leaving the bicycle unused in your garage. This is by no means the experience we wish any of our customers to have. We also deeply regret the recurring problems you have encountered with the rear wheel motor, as well as the unsatisfactory communication with our customer service team. Upon review, we note that our after-sales team did correspond with you in April 2025 regarding the rear wheel motor issue and requested relevant photos and video footage to enable a more accurate diagnosis. However, as we did not subsequently receive the requested visual materials, we were unable to verify the specific fault and therefore could not proceed further with the case. We have taken your feedback very seriously and have escalated the entire case to our senior technical team for a thorough review. We sincerely hope that you can provide us with the specific details of the fault you experienced, along with the photos and videos we had previously requested. Once we receive this information, we will assign a dedicated representative to verify and follow up on your case promptly, and we will provide you with a resolution as soon as possible, ensuring that your concerns are properly addressed and that communication gaps do not occur again. We fully recognise that no amount of explanation can make up for the time and effort you have lost over the past year. Nevertheless, we genuinely hope to have the opportunity to communicate with you in good faith and do our utmost to resolve this outstanding issue. Once again, thank you for sharing your experience with us so candidly. Your feedback is invaluable in helping us review our service processes and prevent similar issues from arising in the future. Best Regards, Mokwheel

Reply from MokwheelJun 22, 2026

Dear Grant, First of all, we would like to sincerely apologise for the poor experience you have encountered during use, and we also appreciate you taking the time to share your honest feedback with us. We take your feedback very seriously regarding the MESA LITE controller failing after approximately six months of use, as well as the significant time and effort you have invested in the repair process. We fully understand that such an issue can severely impact your normal riding experience, and we are deeply sorry for the inconvenience this has caused you. We also completely understand the frustration and difficulties you experienced while attempting to repair the unit yourself – this is certainly not the level of service we aim to provide. We fully appreciate the disappointment this malfunction has caused you, especially given that you have not encountered similar issues before. Your feedback is extremely valuable to us. Regarding the specific problem you are currently facing, we would recommend that you contact us for further communication as soon as possible, and provide us with more detailed information about the fault. This will enable us to make a more accurate assessment and offer you a more targeted solution. Whether the issue relates to product performance anomalies or repair guidance, we will do our utmost to assist you in resolving it properly. Once again, we sincerely apologise for the inconvenience caused, and thank you for your feedback, which is of great value in helping us improve our products and services. We look forward to hearing from you so that we can follow up on your case. Best Regards, Mokwheel