Urtopia Ebike Reviews 78

Since November 2024, Urtopia has shown a complete lack of professionalism. Despite dozens of emails and multiple phone calls, my bike is still unusable.

I have been repeatedly misled. First, I was given a fake tracking number. Months later, I continue to receive vague, automated responses telling me to “be patient” or claiming that parts will ship “next week”—which never happens.

This is not a minor delay. It is a clear pattern of incompetence and a total failure to take responsibility. Urtopia presents itself as a premium brand to close sales, but once payment is made, its warranty support effectively disappears. Ignoring a customer for over three months while providing false or misleading information is disrespectful and raises serious legal concerns.

I am still waiting for a clear, honest shipping date and a warranty extension to compensate for this unacceptable situation.

After 2,5 years of driving this bike with couple of issues like a dead motor and backlight that didnt work anymore (probably cause by moisture inside because of bad isolation)the bike stopped working as the computer stopped: fingerprint recognition doesnt work, left button doesnt work and motor cannot start so most probably a computer problem. They wanted to charge me €500 (!!) for a new computer while I have the bike for only 2.5 years and had so many trouble with it during that period. Out of principle I will take legal steps as this is against EU conformity rules that for ebikes a life expectancy of at least 5 years is applicable. All other bike computers of big brands are around €200 and they offer a partial compensation to clients within this 5 year lifecycle so you would expect to pay around €100, not €500. I emailed their new German service partner but they don't act as a service company at all, it's more a chines broker for parts without any service in it. Very disappointing and such a shame for a bike that in the base is really cool! I'm curious how other experience the service of Urtopia last 6 months as it seems that the company is failing now.

Absolutely delighted that Utopia customer support replaced my battery quickly and under warranty when some companies might have made a not-unreasonable argument that the damage was my fault — I had clumsily allowed the battery to fall from its mount and hit the concrete pavement, shearing off a plastic front fender fastener on the way down. They replaced that fastener too. Fast and friendly communications. Sent me a return label and even shipped my new battery before they received my return. Back in the saddle and very happy with our choice of the Carbon 1 ST. The wife and I have two and we love riding them. Bought one for myself after being so impressed with hers.

I had been reading some reviews that mentioned Urtopia's support was rather lacking, so I was not holding out much hope when I broke the plastic adjustment sleeves that hold the front fender to the forks when I assembled my bikes. I email Urtopia's support with my issue thinking it might take a month for a response as the website states they will respond in order of email received. To my astonishment, I received a response within 24 hours stating the replacement parts would be arriving within 3 - 5 days. I received them in 3 days as promised. I think Urtopia's support is second to none.

Very responsive to my request in a short amount of time!

I had my bike’s smartbar replaced, and the experience was outstanding. The team was incredibly kind and professional throughout the entire process. Their communication was clear and friendly, making me feel confident that my request was in good hands.They handled everything with great care and expertise, showing genuine attention to detail. I highly recommend their service to anyone looking for a smooth, professional, and pleasant bike repair experience.

I’m really glad I decided to give the Urtopia Carbon 1 Pro a try. It’s been almost a year now, and I couldn’t be happier with it. The bike rides beautifully and makes long-distance trips so much more enjoyable. I was really surprised how light it was compared to other E-Bikes. It makes it so easy to carry it if necessary.

If you’re unsure about switching to an e-bike, this one might just change your mind like it did mine.

Awesome Service. The Leasing Process and the shipment were so fast and easy. Urtopia didn't leave me any questions. I received a electric Mini Pump, although I had ordered a Rack. I am so pleased with the solution that support proposed me. Urtopia keep up the great work. You have a new fan!

Nice service. My bike had an issue with the motor. I got a fast response and they tried hard to minimize the problem. Now I am waiting for an spear part to repair my controller.
Anyway... Great bike. I got mine approx. 1 year and still love it like its day 1. Big ups

My first evoke with Urtopia First off, love my Carbon 1 Pro..great bike for commute and lightweight if I need to lift on to train/bus. I ordered a few accessories and Stella in customer service group has been amazing. Stella has helped with the overall experience and rating of 5. Thank you

Very fast delivery and response on requests. Excellent shopping experience… and the bike simply meets expectations in full.

Bought the bike bec. the service-center is just 10km away and I could do a testride there. The bike is neat and fun to drive - but I also experienced a few problems after the fist 2 longer rides, which the online support - namely "Ding" - took instantly care of. Even though they sit on the other side of the planet, I received instant replies all the time - almost like a chat. And the replacement parts have been sent without any questions within 2 days.
FANTASTIC! After the typical problem with the pedal case, which even the service center couldn´t solve, I got a new bike within a week.
I really NEVER had such a fantastic functioning support with anything else before.
Yes, the bike is not the cheapest, but one of the nicest designs and regarding the small company a really good one. (And lightweight, which was the main reason to buy for me).
I miss the suspension on rough roads, but it is still ok. Glad I bought it - and thanks Ding for all your help!

Just ordered a e-bike there and was a little bit nervous if everything will going well.
I received the bike within 9 days, perfectly packed and with all items which should be inside.
First impressions are very positiv and during my first test rides all works smoothly. Hope it stays that way.

Particularly noteworthy is the fast and very friendly response from the service team when I had some questions or other issue's.
Insofar thumbs up.

fast delivery from Germany to France in 5 days. Very good and fast communication. The packaging was excellent! Everything was pre-assembled, tools and use well described, tires inflated. The quality of workmanship is excellent! We were able to put the bike together in 30 minutes!
It looks much nicer than in the pictures. Very comfortable - a pleasure to ride a bike. The bike is easy to cycle even without a battery - so don't panic that you won't be able to get home :D - the Fusion is a joy for me - not just the look but also the route planning - a saving grace for me...and worth mentioning too the horse neighing bell...very cute. Worth every cent!

Besides that the important thing the bike ist really great stuff is also the service just to call perfect. I ordered nearby all additional parts what are possible with the bike. Sadly I missed some as the bike arrived. Because of personal reasons I waited nearby two until I called
Urtopia and informed then about the missing parts.
What should I say , two days later all the missing parts arrived.
Is a better service imaginable?

quick answer, even on weekend!
top

For the first time in my life I bought a bike online (Carbon 1) and I have to say that I am delighted with Urtopia‘s customer service.

Urtopia responded to each of my written enquiries by email within 24 hours. I did not use the telephone service.
The delivery was a few days late. However, this was not due to Urtopia, but to the delivery company. Urtopia did everything it could to speed up delivery and was successful.
Urtopia was also very customer-orientated when it came to questions about equipment. A big compliment to the staff at the customer centre.
The bike arrived safely packed, could be assembled without any problems and makes a very good first impression.
In terms of value for money, Urtopia is a very good deal.

My experience ordering a bike from Newurtopia has been quite disappointing. I placed my order on June 20th, and from the start, I faced difficulties trying to reach their customer service. The provided phone number was unresponsive, leaving me with no option but to communicate via email, which proved to be unreliable.

As of July 26th, I still haven't received my bike, and my attempts to inquire about its status have gone unanswered. Even after reaching out three days ago, I am left waiting for a response. This week, I've sent multiple emails to their support team, seeking updates on the delivery timeline, but there has been no reply.

The lack of communication and delayed response have left me feeling frustrated and uncertain about my order. I am now seriously considering canceling it as I cannot endure any further waiting. When I made the purchase, I was initially informed that the bike would be delivered by the end of July. However, I later received an email explaining a delay and offering a $100 credit as compensation, which I accepted. Still, the constant uncertainty regarding the delivery is making me nervous.

Overall, my experience with Newurtopia's customer service and delivery process has been disappointing, and I hope they can rectify the situation promptly to avoid losing trust from other customers.