Excellent service from Engwe. Simple & straightforward to buy my P275SE online. Prompt replies from customer support to the various questions I asked during & after the purchase. I was kept inform... See more
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I bought Engwe m1 dual battery international version for part time deliveroo job. The after sales customer service and support is truly amazing. They provide full support. The team responds to your em... See more
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The ordering process was seamless, and tracking the delivery worked perfectly. Assembling the iBike was easy. The iBike looks exactly like the pictures, and I'm already thrilled with it. The broken... See more
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The support team was good at getting back to me, its thru email which takes a little longer but seems to be the best avenue by sending pictures and serial numbers etc. A friend used my engine pro 2 an... See more
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4.1
Great
2K reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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Great experience with Engwe customer support!
I recently had a small issue with my Engwe bike, and I was very pleased with how the support team handled it.
Their replies were clear, polite, and always focused on finding a solution.
Even though it took a few messages to sort things out, they were patient and professional from start to finish.
In the end, they offered me a fair solution and showed real attention to the customer.
It’s nice to see a company that takes care of its users even after the purchase.
Thank you, Engwe team — I really appreciate your help!
October 30, 2025
Reply from Engwe Bikes
Thank you for your kind words! We’re delighted that our support team could assist you smoothly and provide a fair solution. We’ll always be here to help whenever you need us — happy riding! 🚴♂️
My battery just blew up.cMy…
My battery just blew up.cMy grandchildren in the house. Luckily it didn't burst into flames, just lots of smoke. I bought the bike directly from Engwe, 3 years ago. It now seems they can not find my purchase. I have has issues before and never got any help. My brake caliper failed and I had to purchase one from ebay. Now I will have to take a chance on a after market battery. Engwe have now reached out. They have offered me a battery at discount. I can not afford it till January though. Three months without my bike. At least they are helping this time. I would have given a higher mark, but I bought this bike brand new and they can not find me.
October 30, 2025
Unprompted review
Reply from Engwe Bikes
Dear customer
We’re truly sorry to hear about your experience and completely understand how concerning this must have been — especially with your grandchildren nearby. Please rest assured that we take safety matters extremely seriously and would like to investigate this issue as a priority.
However, we’ve been unable to locate any order information under the buyer ID and email address provided. To assist you promptly, could you please follow Trustpilot’s instructions and reply to our response email with your order number and the platform where the purchase was made (for example, Amazon, eBay, or our official store)? Once we have this information, we will contact the relevant store team immediately to resolve this issue for you.
Thank you for bringing this to our attention — your safety and satisfaction are very important to us. Please rest assured we will do our best to help once we can locate your order details.
Warm regards,
-------------
Dear Customer,
Thank you for providing your contact email in cooperation with Trustpilot. We would like to confirm that we noticed you proactively reached out to us via email when leaving your feedback. Unfortunately, we have not yet received a further response from you.
To resolve your issue as quickly as possible, we kindly ask that you reply to our email promptly. This will allow us to confirm the details of your case in a timely manner and provide you with a targeted solution.
Thank you in advance for your cooperation.
----------------
Thank you for sharing the information with us in the email.
After reviewing the information provided, our technical team has made a preliminary assessment that the issue may have been caused by improper charging conditions over time. Our support staff has already been in touch and provided a corresponding solution plan, which we’re pleased to know you have accepted.
We sincerely hope that this solution will fully resolve the issue as soon as possible. Please rest assured that your safety and satisfaction remain our top priorities, and our team will continue to follow up until everything is settled.
Thank you again for your understanding and for giving us the opportunity to assist you.
Kind regards,
Customer service really lets them down…
The bike may be great but the customer service experience is dreadful and they only publish complimentary reviews of products on their own website, so 1 star!
Customers demand not only good, efficient and value for money products, but also transparency and morality from the manufacturer.
Why don’t you publish the 1 star reviews of products on your website - what are you trying to hide?
Accessories bought with the bike are either not fit for purpose (phone holder), or don’t fit the bike (pump). Correspondence with customer services just goes round in circles with them asking for detail, videos and my shoe size before they’ll even think about dealing with the issues.
They’ve now offered me a partial refund for these components, but on the requirement that I amend this review - either you want honest feedback or you don’t. Clearly it’s the latter given your obvious deletion of poor reviews on your own website….
I wonder what Trading Standards might make of your shenanigans?
October 30, 2025
Unprompted review
Reply from Engwe Bikes
Dear customer,
We’re truly sorry to hear about your experience and completely understand how frustrating this situation must feel. We genuinely appreciate your feedback and would like to clarify a few points to help resolve everything as smoothly as possible.
Regarding the phone holder, it’s designed to allow for a slight angle adjustment, which can sometimes feel loose before it’s fully secured. We recommend fixing it tightly onto the handlebar first — if it still feels unstable, please share a photo or short video of it already installed.
We understand that being asked for videos or pictures may feel repetitive, but please allow us to explain — our customer service team requests these details only to identify the exact issue more accurately and avoid unnecessary back-and-forth. Photos or short clips help our technicians immediately determine whether it’s a product defect, a compatibility issue, or something that can be easily adjusted, ensuring we can send the right solution the first time.
As for the pump, while it includes a mounting feature, not all e-bikes have the frame holes needed to attach it. The Engine Pro 3.0 Boost, for example, doesn’t have a built-in mount for the pump, which is why it can’t be directly installed on that model.
Please rest assured that our UK team is already handling your case and will follow up with you via email shortly. We truly value your patience and understanding — your satisfaction means a lot to us, and we’re committed to resolving this for you as quickly as possible.
Warm regards,
My battery got damaged and it had a…
My battery got damaged and it had a warranty of 1 year. The engwe support team were very responsive and now submitting all the proofs, the are sending me a new battery. Very satisfied 😊
October 29, 2025
Unprompted review
Reply from Engwe Bikes
Thank you so much for your kind feedback! 😊
We’re glad to hear that our support team could help you quickly and get your new battery on the way. Your satisfaction means a lot to us — enjoy your rides!
Great customer service
I ordered 2 items a couple of months ago and received one of them. I had a lot going on at home and forgot about the second item for a couple of months. When I remembered, I emailed them and they got onto it immediately, and traced the item, apparently there was a delivery issue. After they traced it the item arrived within days. Very impressed with their customer service, thank you
October 21, 2025
Unprompted review
Reply from Engwe Bikes
We’re so happy to hear you had a positive experience with our customer service! Thank you for your understanding and patience — we’re thrilled that your order arrived and that we could make things right for you. Your feedback truly makes our day! 😊
Fantastic bikes
Fantastic bikes, fast delivery and excellent customer service
October 27, 2025
Unprompted review
Reply from Engwe Bikes
Dear Customer,
Thank you so much for your wonderful feedback! We’re delighted to hear that you’re happy with your ENGWE bike, the fast delivery, and our customer service. Your satisfaction means a lot to us and motivates our team to keep improving.
Enjoy your rides and have a fantastic cycling experience! 🚴♂️💨
Best regards,
ENGWE Team
Faulty product resulted in only partial refund
I purchased an E26 Ebike direct from Engwe in June of this year, the bike arrived faulty, when I contacted their customer service they diagnosed a faulty motor and sent me a replacement with the expectation I would replace it myself, when I declined this they instead agreed I could take it to their licenced service provider, they held onto the bike for 7 weeks attempting to fix the issue, as it turned out it wasn't the motor, at this point and with no solution in sight I formally rejected the bike and asked they collect it and issue a refund, they refused to give refund citing that I had "made use of the bike for three months" and only after lengthy back and forth with me sending them a copy of the consumer protection act did they finally agree to collect and reimburse, but they still witheld £100 from the refund. The only reason I am giving them 2 stars instead of 1 is because their customer service team did maintain regular contact with me throughout.
September 30, 2025
Unprompted review
Reply from Engwe Bikes
Dear
We’re truly sorry to hear about the difficulties you experienced with your E26 eBike, and we completely understand your frustration. Your feedback is very important to us.
At the moment, we are working with several local repair shops across your region. However, we recognize that the technical expertise among these partners can vary, especially when it comes to complex eBikes rather than standard bicycles. We take your case seriously and will report your experience to the relevant department for review, as we continue to evaluate whether to maintain cooperation with certain service providers.
Regarding your order from June, we sincerely apologize for any misunderstanding. According to our return policy — which is clearly stated on our store — we are unable to accept returns for products that have been used for more than one month. This policy is not meant to question our customers’ honesty; rather, it is based on past cases where eBikes were modified or used improperly, leading to issues unrelated to manufacturing defects.
Our standard procedure is to assist customers with troubleshooting online whenever possible. However, we completely understand your reluctance to perform the repair yourself. That’s why we made an exception in your case, arranging a return and refund to ensure your experience with us would not end negatively.
We appreciate your recognition of our customer service team’s communication efforts, and we will continue improving both our service and our repair network to provide a better experience in the future.
Kind regards,
Very strong and fast bike
Am in love with my engwe baby,it wonderful riding her
October 10, 2025
Unprompted review
Reply from Engwe Bikes
We’re so happy you’re enjoying your Engwe! It’s a beauty indeed — wishing you many more wonderful rides ahead! ❤️
Best products & excellent customer support
Engwe is best in terms of it's e-bikes and quality of service. I bought x26 and I am satisfied with my bike. The after sales customer support is amazing. Representatives are professional and very cooperative. I highly recommend Engwe products.
October 21, 2025
Unprompted review
Reply from Engwe Bikes
Dear
Thank you so much for your wonderful feedback! 🌟
We’re thrilled to hear that you’re enjoying your X26 and that our customer support team was able to assist you professionally.
Your satisfaction means a lot to us, and your kind words motivate us to keep providing high-quality e-bikes and excellent service.
We truly appreciate your recommendation and are happy to have you as part of the Engwe family! 🚴♂️⚡
Best regards,
Communication and quality of all…
Communication and quality of all products are awesome! I recommend this brand!
October 20, 2025
Unprompted review
Reply from Engwe Bikes
Thank you so much for your kind words and recommendation! We’re thrilled to hear that you’re satisfied with our communication and product quality. Your support means a lot to us, and we’ll continue striving to deliver the best experience possible.
Best regards,
CUSTOMER SERVICE
I received my Pro 3 ebike on the 15th October assembling it that day, I found this an easy process. I took it out for it's first ride the day after. I selected PAS but when I came to reduce the PAS I noticed the "minus" button was not there, presumably it had come away on the ride. I reported this to ENGWE and received reply requesting to send them the model, serial number and the display's serial number. Soon after I received an e-mail confirming the replacement part was being sent to me. Everything I expected from CUSTOMER SERVICES was swift and effecient. I very rarely write reviews but I was so pleased with the service, they deserved it.
October 15, 2025
Unprompted review
Reply from Engwe Bikes
Dear
Thank you so much for taking the time to share your experience! We’re delighted to hear that assembling your Pro 3 eBike was smooth and that our customer service team was able to assist you quickly and efficiently. Your satisfaction is our top priority, and your kind words truly motivate us to keep delivering great service.
Enjoy your rides, and thank you again for choosing ENGWE!
Best regards,
Move on. unreliable product
Move on. These products are unreliable.
After less than 350 km and under six months since purchase: broken parts, irreparable issues, unadjustable brakes, components detaching with every use... and no support from the brand whatsoever.
October 20, 2025
Unprompted review
Reply from Engwe Bikes
Dear Muriel Charlot
We’re very sorry to hear about your experience and sincerely apologize for the inconvenience caused. Your feedback is extremely important to us. Please be assured that we have already asked our European after-sales team to contact you and resolve this issue as soon as possible.
We truly regret that our product did not meet your expectations, and we appreciate your patience while we work to make things right.
Kind regards,
They do everything to help
October 20, 2025
Unprompted review
Reply from Engwe Bikes
Dear
Thank you so much for your kind words! We’re truly happy to know that you feel supported — our team is always here to help and make sure you have the best experience possible.
We really appreciate your trust in us!
Best regards,
Locked myself out they helped me back in
October 11, 2025
Unprompted review
Reply from Engwe Bikes
Thank you so much for your kind words! We're glad we could help you get back in quickly and safely. If you ever need us again, we're still with you here!
Great Customer Service
The quality of the bike is premium. My E-26 slides and glides through air. It is a premium bike. However what stands out for me after sales support. They are quick to respond and take your concern as their own and resolve issues for you quickly. They are very understanding and it's not like once an item is sold they won't care. I would strongly recommend engwe e-bikes!
October 13, 2025
Unprompted review
Reply from Engwe Bikes
We’re so happy to know you love your E-26 and that our team could be there for you when needed! It’s riders like you who make what we do so rewarding. Thanks a ton for your trust and recommendation — wishing you countless smooth and joyful rides ahead! 🚴♂️💨
Bought my bike n1 air a few months ago…
Edit edit: I'm taking it back down to 1 star.
Summary of my experience:
Initial motor didn't work, they sent me a new one that ended up being expensive to replace. Engwe covered half.
Bike is wobbly and falls a lot
Brakes are useless, you have to slam both and it's still up to 4 meters for a full stop
The bike makes a load clicking sound when pedalling
Engwe offered me hydraulic brakes, but seemingly I have to pay for them and also wait 2 months.
I'm giving up on this bike and recommend it to no one.
Edit:
I've been contacted by Engwe are they were helpful. I want to underline they've been helpful throughout the problems with this bike, however I'm fed up with spending time fixing it and documenting the problems.
Which means, if you're unlucky with your bike like mine, you will get support if you want it.
Bought my bike n1 air a few months ago and received it with a faulty motor. They tell me they will send me a replacement and ask whether I want to replace it myself, or if I need a mechanic. They tell me it's simple enough to do myself, and I figure I'll do that then.
The instruction video to replace it simply skips steps, and turns out you need specialised equipment to replace it. I then let a mechanic do it instead, and Engwe does pay about half the mechanic fee.
I see they released a new version with better brakes, but the one I have with mechanic brakes is downright dangerous, the brakes are very poor and take about 3 meters for a full stop.
The bike falls a lot, unless you make very very sure it's standing properly or inside. Doesn't take much wind to push it over, meaning it already after a few months is pretty banged up, never a problem I've had with other bicycles.
Last but not least, it's making clicking sounds while I pedal. I'm sure they could offer support, but I'm honestly just fed up with the bike atm, and having to record evidence of it.
All in all I've been very unhappy with my bike, and wish I'd used the money on something else.
October 13, 2025
Unprompted review
Reply from Engwe Bikes
Dear Customer
We’re truly sorry to hear about your experience with your N1 Air bike, and we completely understand your frustration. We’d really like to help you resolve these issues as quickly as possible.
It seems that your feedback was left under the Engwe US store, while your order might have been placed through our European store. To ensure your case reaches the correct support team, could you please follow Trustpilot’s instructions to share your order number or contact details with us via their platform?
Once we receive that information, we’ll immediately forward it to our European support team to verify your case and provide the appropriate assistance.
Thank you very much for your patience and understanding — we genuinely want to make things right for you.
Best regards,
Engwe Team
-----------------------
Dear Bob,
Thank you for your cooperation in providing information
We wanted to let you know that we’ve already informed our European support team about your situation, and they will reach out to you directly as soon as possible to assist in resolving the issues with your N1 Air bike.
Please don’t worry — our European colleagues are aware of your case details and will help verify everything step by step to ensure a proper solution.
We truly appreciate your understanding and patience while we work together to make things right.
Kind regards,
ENGWE Support Team
Poor guidance ,poor support and bad behiour I have been facing problems with my…
I have been facing problems with my bike specially with controller, when I drive my bicycle in rain its controller go out of order always showing 01 eror , initially they were helping and sorting out my problems but recently when I asked for changing the controller for which they are responsible and its under warranty according to their policy I showed them prof in form of pictures and videos but their behaviour is really annoying , I would say their Technical support is very poor having no sense in resolving issue , recently I asked for changing the controller and they were agreed upon that I have proof in the form of email before chaina national holidays but soon after they changed their mind and said we are not going to send the controller , really really disappointing , now their battery which is also giving so called poor performance and I am not staistfied with them thoes who are thinking about buying engwe I would love to say that check other options their are alot of other options
choose carefully ,,, later on you guys would be crying like me wasting your money on the product which is less comfortable and more trouble for you
Good luck to all
here is the order reference
rInvPq8yVOwcr4ZKSgCXO6MXb
October 11, 2025
Unprompted review
Reply from Engwe Bikes
Dear
We’re very sorry to hear about the issues you’ve experienced with your bike and the inconvenience this has caused. We truly understand your frustration.
It seems that your review has been posted under our U.S. store, while your order might belong to our European store. In order to resolve this matter properly, we kindly ask you to follow Trustpilot’s instructions to share your order information (such as your order number or the email used for purchase). This will allow us to contact our European support team and ensure your warranty and replacement request are handled as quickly as possible.
Once we receive your details, our European colleagues will get in touch with you directly to assist further.
Thank you for your patience and understanding — we’re committed to making things right for you.
Best regards,
--------------
Dear Customer
Thank you for updating your review and sharing more details about your experience. We’re truly sorry for the inconvenience you’ve encountered with your bike, especially regarding the controller issue.
We’ve checked with our European support team, and we can confirm that they have already arranged to send you the necessary replacement parts to help resolve the issue. We kindly ask for your patience while waiting for the package to arrive, as international shipping may take some time.
Once you receive the parts, please follow the guidance provided by our technical support team to check and install them. If the issue still cannot be resolved after that, rest assured that our team will continue to assist you step by step until everything is fully fixed.
We truly appreciate your understanding and trust — please be assured that we will do our best to help you solve this problem.
Best regards,
Engwe Team
The quality of the bike I ordered is…
The quality of the bike I ordered is good and everything is in order.
As my first experience with Engwe is definitely a positive one.
From me 5 stars.
September 29, 2025
Unprompted review
Reply from Engwe Bikes
We’re so happy to know you love your new Engwe bike! Thank you for trusting us and for your 5-star feedback. Wishing you many fun and smooth rides ahead! 💛
Reply from Engwe Bikes
Thank you so much for your kind words! We’re thrilled to know you’re happy with our service. Your support means a lot to us — happy riding! 🚴♂️✨
I want to write an honest review about…
I want to write an honest review about Engwe le20
There is a complete lack of spare parts and the inability to repair the bike after the warranty expires.
Spare parts are available only for Engwe x 24/26 ,Engwe ep 2 pro.
Engwe le20 the company's biggest failure.
I highly recommend refraining from purchasing Engwe le20.
October 7, 2025
Unprompted review
Reply from Engwe Bikes
Thank you for sharing your feedback. We’re truly sorry to hear about your experience with the Engwe L20 and we’d like to help resolve your issue as soon as possible.
Could you please provide your order details following Trustpilot’s instructions? This will allow us to identify your purchase and contact our European after-sales team directly to assist you.
It seems your review was left under our U.S. store page, while your order may belong to a European store, so we need this information to reach the correct service team.
Regarding spare parts — we understand your concern. Our website currently displays only the most common accessories to avoid customers purchasing parts that may not fit their specific e-bike model.
Because each e-bike version has unique specifications, we always recommend contacting us before purchasing accessories, so our support team can confirm compatibility and availability.
We sincerely appreciate your understanding and look forward to resolving this for you soon.
If you need, please contact us via service.pl@engwe.com once you’ve shared your order details.
Best regards,
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