Cowboy Reviews 6,394

They have done it yet again , after 5 months of non part availability, again an apology email .

I wonder how is am e-bike company working without spare batteries?

12 weeks since asked multiple times for refund . Save your money , dont buy cowboy

Don’t buy from them. I cancelled my order within 5 minutes and yet they refuse to pay it back. This has been ongoing for over a month.

There is no real customer service at Cowboy anymore. I have been waiting for more than 4 months for a replacement tire, without receiving any information. My emails go unanswered, and the only way to reach customer support is through an AI chatbot that promises a human agent will contact me — but no one ever does.

I am giving this review as part of a marketing campaign of Cowboy promising a reward for any ruffled reviewer.
Nevertheless, i can only give a very negative review. If the bike is working great! However, it is never working for a long time. I have my C4 now for one and a half years and in have issues roughly every four weeks. The support, available via app only, is a nightmare.
Currently I have a problem with my bike, that could not be solved for more than nine months!

Unfortunately

I think this company is going to go bust. NO response to a refund that was due within 2 weeks but that is now 6 weeks ago. They keep saying it will be sorted but nothing happens, avoid at all costs

The agent doesn't have enough info to answer me please if you have any vacancies please contact me directly to my
Mahmoudkhalidmahmoud1@gmail.. com..com

Very professional Support team always fast answer

They listen to your problem then solve it!

Bought a Cowboy C4 ST, told on 2 May 2025 to stop using it due to a safety defect. Four months later, through the entire summer when I actually want to ride, no replacement date.

I have now requested a full refund. Under Danish/EU law, repairs or replacements must be done within a reasonable time. Four months without a bike is simply not acceptable.

I cannot recommend Cowboy until they prioritize existing customers and handle recalls with the speed and transparency riders deserve.

Hideous customer service:

- I ordered a new battery in May 2025 and at this time in September 2025 I still don’t have it.
- It is impossible to get a service in a major Dutch city (fully booked every month and you aren’t able to book for a new month)
- I got a notification for a recall of my frame and advised to not use my bike due to safety concerns BUT my mileage is too low for the first recall round. So my bike is dangerous and I shouldn’t use it but it won’t be replaced till my mileage is in the recall bracket.

Do not buy this bike

I’ve been a Cowboy customer for a while, but this experience has been incredibly frustrating.

I ordered a replacement battery for my Cowboy 4 over four months ago, and it still hasn’t arrived. During this time, I’ve reached out to support multiple times, but all I get is an automated chat bot that never provides real answers. There’s no way to speak with a human representative, which is completely unacceptable for a product at this price point.

My bike has been unusable for months, and Cowboy continues to delay without clear communication or updates. At this point, it feels like they’ve completely abandoned their customers after the sale.

I genuinely loved the bike when it worked, but this lack of support has ruined the entire experience. If you’re considering buying a Cowboy bike, be aware that after-sales service is extremely poor, and you might end up with an expensive bike you can’t even use.

I cannot express how awful Cowboy is as a company.

I purchased my Cowboy bike through the Cycle to Work scheme. The bike itself was fine — not as powerful as my Brompton Electric, but it did the job. Then in May 2025, I received a vague message via the portal about a recall. After digging further, I discovered that my bike had a serious manufacturing fault in the main frame — a defect that could cause the frame to collapse while riding, with a real risk of serious injury or death. I was instructed not to ride it.

This wasn’t just a customer service issue — it was a formally recognised product safety recall. The UK Government has issued an official Product Recall Notice for the Cowboy C4 ST model under Recall Number MR-2504-0239, published on GOV.UK:
The recall states that “the frame may break during use, which can cause the rider to fall”, posing a “risk of injuries”, and that the product “does not meet the requirements of the General Product Safety Regulations 2005.”

Despite this, Cowboy failed to act responsibly.

I contacted them and was told they would “let me know” when a replacement frame was ready, but that they were prioritising bikes that had clocked over 2,500km — as if safety only mattered beyond a certain mileage. In the meantime, I was left with a dangerous, unusable product — and no clear timeline. Emails went unanswered for months.

Under UK law, I am entitled to a full refund when a product is unsafe or not fit for purpose. Cowboy repeatedly refused. Only after Neil from CycleScheme kindly intervened did Cowboy finally agree to process a refund.

But the nightmare continues.

Overall I paid £2900 for this bike through cyclescheme. Nearly five months since the government recall, I still do not have my money back. Cowboy delivered a cardboard box for return on 29th August, yet as of 13th September, the bike is still sitting in my hallway, uncollected. I have chased them repeatedly, with no success. Their customer service is effectively non-existent — replies take weeks, if they come at all.I feel they are deliberately difficult.

Even if the refund eventually arrives, Cowboy has confirmed they will deduct:
• £300 in “administration fees”
• £30 for the cardboard box

That’s £330 taken from me — for a bike they admit was unsafe, officially recalled, and could have seriously injured or killed me.

I’m a teacher, working full time, with very limited time and energy to chase a company for months just to get back what I’m legally entitled to. But at this point, I will no doubt have to take Cowboy to Small Claims Court just to be treated fairly.

This company:
• Does not comply with UK consumer law
• Sells dangerously faulty products
• Refuses refunds for recalled bikes
• Ignores customers for weeks on end
• Invents shady “fees” to reduce your refund
• Shows utter contempt for product safety regulations

Cowboy by name, cowboys by nature. Avoid this company at all costs.

They should be banned from selling bikes on the UK market. No one should be exposed to the risk, stress, and financial loss this company causes.

Very friendly Person, really seems to love his bike and wants to make you love it, too.
He knows everything and explains it in an easy way. Very convincing!

Just brought my bike to the dealer (het zwarte Fietsenplan /lijnbaansgracht/amsterdam) for repair on the 18th..
they just told me that most likely it’s a torq problem and they ordered the spare part but it’s a 9 weeks delivery on it… REALLY?!!
I can’t use my bike at all without motorassistance

The customer service through the app is really hard. The AI isn‘t really helpful and it is hard to get real people.

But Boris as a technician is really good!

Kept changing the delivery time for 7 months, never properly said why this was the case, only getting scripted and pasted answers.
I cancelled my order, who knows how much longer this would take.

Check the cowboy subreddit for examples of how they treat the recalls and other customer service.

Ordered and paid for my bike on 5 March 2025. It’s 8 September 2025 and not only have I not received my bike but have not been able to make contact with any human at the company to get a status update. Their AI bot likes to send you to their order status page which will forever show a delivery date that gets pushed out and out. But finally, according to their status page my bike was meant to be delivered last week but there is no sign of it. They don’t put a phone number anywhere obvious on their website. When I did finally find a phone number it was a disconnected line. Very cheeky. They know they are in a hole. I hear that trying to get a refund is even harder than receiving a bike. Would not recommend putting an order in on poor service and disrespect for the customer alone. I am writing about order #298840.

Totally, TOTALLY poor after sales service that has left me owed £80 for tyres purchased 3 months ago that never arrived. This was compounded with the ZERO customer service, literally no responses for weeks after communicating on the chatbot! The bikes are great. Please somebody buy them out and make Cowboy the company it was many moons ago. Disgusting, poor, totally avoiding human contact, and yet if you want to buy something they respond in seconds. Come on Apple buy em out…

Refund process has gone on for over three months with no end in sight. Despite multiple attempts to contact their customer support team, I've received only vague and unhelpful responses. Each time, I'm told that the refund is "stuck with an internal team" and that they are unable to provide a timeline or a concrete resolution.
It's disheartening to see the company's management publicly celebrating new funding rounds while I and, I'm sure, many other customers are left waiting for our money. While I hope this is simply a matter of poor internal processes and not a deliberate attempt to withhold funds, the lack of transparency is deeply concerning an the whole situation feels like a scam.

The bike is less than a year old and a part has broken. I invested thousands buying the bike to use as main mode of transport for work. I have now been waiting for 4 months for a part and I am loosing all hope. They seem to have no clue when the part will arrive, if ever. Because I can't use the bike, I now have to pay for public transport every day and it is costing me a small fortune. They said they would compensate me but have not. I am considering buying another e-bike, obviously another brand, because this one has just become a joke. When something goes wrong, they cannot deal with it, and it's not just me. @COWBOY - SORT THIS OUT, YOU ARE RUINING PEOPLES LIVES, YOU ARE TAKING PEOPLES MONEY, YOU ARE PUSHING PEOPLE INTO DEBT - PAY PEOPLE BACK -