Cowboy Reviews 

No customer support
No one is responding, my bike is broken since novembre 2024 !
The bike shop selling Cowboy stopped last year in toulouse, no news…
Very expensive bike, no customer support, specific parts only for cowboy impossible to replace.

I made a purchase for parts on the 25th of June. I have not received an invoice, a pro forma nor a tracking number for DHL to know where things are at. I have contacted via chat three times and have received no response.I feel ignored.

What a shame.

The bike I got almost 6 years ago is stunning. Despite a couple of delivery hiccups, customer service was great and I received prompt updates on any questions.

6 years later that couldn’t be further from the truth. I’m in the situation where I’ve had to order a replacement battery which was ordered without issue. However, I ordered this in March with an estimated delivery date of April. This moved to May, then the 10th July and now it’s showing as August. There has been absolutely no explanation for this delay and has left me without a bike for months. Customer service is now non existent and is triaged by some of the most useless AI I’ve encountered. It will return responses that aren’t related to your question before closing the chat and not letting you speak to a human.

Really disappointing for what was once such a great product and service experience.

once you reach a human person in the customer service, everything runs smoothly and efficiently!

Bike was recalled for faulty frame may 2025. Still awaiting frame replacement over a year later, no sign when it will happen. Not able to ride it since and spending money on lime bikes instead. Warranty has run out during this time no mention of any extension of this, battery and other parts of bike likely damaged from no use. Communication poor AI on site keeps repeating the same thing - a London hub will open on some unknown date and at a later unknown date bike will be recalled for frame replacement. No loan bike offered. Very disappointed no idea when it will be fixed and very poor communication. I would like new bike sent or a refund

Time and time again the worst service if you need something. For a broken spare part I needed to wait for 1 year (!), now for a lost battery key they estimate a waiting time of 1 month, though the website says within a week. Service is hiding behind a chatbot that blocks every conversation immediately.

Good bike, go zoom

Worst customer service ever.
First, my bike required the frame to be changed; they said it would take 4-6 weeks, and it took 12 weeks, with me spending money on public transportation.
Now, my bike is not working with the app. The bike sensor is probably broken; it doesn't recognize the app or the bike location.
It's been a month since I raised this issue, and they keep ghosting me.
I should sue the company. Bad service and broken promises while the customer is the one to deal with those issues alone. Shame on you!
Ticket #106335433

I ordered parts in October and November of last year and I am still waiting for delivery of the parts. During that time, I’ve sent several messages to customer support and haven’t received a single response other than useless IA generated automatic responses.

I would strongly advise against buying a Cowboy bike. While the bike itself is great when it works, the after sales support has been extremely disappointing. If a critical part fails after you've spent a significant amount of money on the bike, you may be left unable to use it for months/year(s) or even longer because replacement parts simply don’t arrive. To make matters worse, the estimated delivery date for the parts keeps getting pushed back with no clear communication or resolution.

Based on my experience, I cannot recommend Cowboy due to the lack of customer support and the inability to obtain essential replacement parts.

I’ve been waiting for over a year for a replacement battery because mine is faulty and barely works. During that time, I’ve sent six emails to customer support and haven’t received a single response.

I would strongly advise against buying a Cowboy bike. While the bike itself is great when it works, the after sales support has been extremely disappointing. If a critical part fails after you've spent a significant amount of money on the bike, you may be left unable to use it for months/year(s) or even longer because replacement parts simply don’t arrive. To make matters worse, the estimated delivery date for the battery keeps getting pushed back with no clear communication or resolution.

Based on my experience, I cannot recommend Cowboy due to the lack of customer support and the inability to obtain essential replacement parts.

I am extremely disappointed with the customer service from Cowboy. I spent €2.938 on a bicycle, only for it to arrive with a massive scratch on the steering helm.

To make matters worse, on my very first commute, the bike started making a severe, scratchy noise while pedaling.

Within the legal 14-day window, I contacted their chat to arrange a return. The AI chatbot illegally threatened to deduct a €500 fee from my refund because I "rode too much" trying to test a defective bike on day one. When I refused and asked for a human advisor, Cowboy completely ghosted me. I have been waiting for a response for 3 weeks.

To add insult to injury, their local service partners are demanding that I pay out-of-pocket for warranty repairs, with the earliest appointments delayed until late July. Under Dutch and EU consumer law, I am entitled to a functional product and a free remedy. I have officially sent a formal legal notice of default (ingebrekestelling) to Cowboy email.

I demand either a full return with ZERO deductions or an immediate, priority service appointment arranged and paid for by Cowboy to fix these defects this week.

Order Number: #337093

I ordered my bike in September 2025 with an expected delivery in December. As of 30 June 2026 the last update I have in my account profile says delivery at the end of February 2026 (4 months ago!!!) and I have gotten ZERO responses from the Company. At this point I feel like I've just been scammed out of £4k.

I am extremely disappointed with Cowboy’s customer support.

My Cowboy Cruiser ST (2023) became completely unusable due to what appeared to be a battery-related issue. I opened support ticket #100722931 on May 14.

After weeks of delays, repeated follow-ups, and multiple ignored messages, Cowboy finally diagnosed the problem as a faulty battery connector and sent replacement parts. I even had to pay shipping costs for these parts.

Unfortunately, the repair tutorial they provided did not match my bike model at all. The video showed a different frame and connector layout, making the instructions unusable for my Cruiser ST 2023.

Since support stopped responding again and they had marked the ticket as RESOLVED, I had no choice but to bring the bike to a professional e-bike repair shop at my own expense.

The technician replaced and tested the battery connector and confirmed that the connector was NOT the problem. In other words, Cowboy misdiagnosed the issue, causing unnecessary delays, unnecessary costs, and wasted time.

My bike is still unusable, and the actual issue now appears to be the battery itself.

What is most frustrating is not just the technical issue, but the complete lack of communication. Emails and follow-ups were repeatedly ignored for weeks.

The bike itself is great when it works, but if something goes wrong, the after-sales support has been one of the worst customer service experiences I have ever had.

I was one of those who were ordered by Cowboy not to ride my bike again as the frame will eventually break apart. This was coming up to two years ago. This week I contacted Cowboy for the umpteenth time, about my replacement frame. I was told at the time this whole problem reared its ugly head that I should under no circumstances ride my bike again. Ever. So here I am without a bike for coming up to two years, they tell me that the frames are being replaced in phases based on the mileage ridden.

I told them that I understood that,but how can I get up the required mileage (2500km) when you have requested that I never ride my bike? They replied that they are aware that there is no logic to their position (!) but it remains their position so that’s it. They will not contact me again until I get up the required usage - which I never can…

It’s not just the appalling arrogance of their people, they actually seem to HATE their clients. In all my years I’ve never known another company like it.

My Cowboy 3 still works well and still looks good after all these years

Top!!!!!!!

I love my Cowboy Cruiser. The frame geometry, handlebars and tires make it a very responsive and comfortable ride. I have owned the bike for over two years and ridden over 3,000 km. The bike has been very reliable and still gets about 80km per charge in eco mode.

4 years on a cowboy as my main transportation at Georgia Tech. Going strong.

I booked a repairment within the guarantee period, since the torque sensor is not working/supporting anymore. I scheduled an appointment with the technician, to get it fixed. Long story short. Technician didn't show up and online service closed the repair ticket and on top is not replying my tickets, even thought I already made couple of suggestions how they can support me differently. Current result next to the loss of the bike I needed to pay for travel costs of the technician who didn't showed up... Can I get worse? Repair ticket #205198

Had my Generation 2 since summer 2019. had a few small issues that Cowboy resolved when they had their own service centre in Brussels. Lately there was an issue with the torque that Cowboy could not solve from a distance, but had it at service at a bike shop they coop with - and the motor recalibrated. Works as new. So 4+ stars from me.