Eskute UK Reviews 

I ordered a Eskute Polluno Pro to replace a hub motor e-bike I have had for a couple of years I am 65yrs old and disabled so an e-bike has been great for me unfortunately the Eskute bike did not suit me and as I had done 17 miles on it Eskute would not swap it out for another bike as they class it as used. What is the point of advertising you can return it but can't try it? I bought another bike that suits my needs better and that company advertises a return as long as it has under 50 miles or two weeks whatever comes first. So I have a lovely bike I can't use. So the point of this review is just to say the bikes are good quality but if you take it out for a spin forget returning it. In my case I was wanting to take another bike in its place but instead off offering to exchange the pro for a bike that cost less they just suggested I buy that bike too and sell the other privately

Edited I like the hypocrisy in your reply pointing out UK law on throttles to me but are prepared to sell other bikes in your range with them for an extra charge

I recently had a minor issue with a product from Eskute, and I must say, their customer service exceeded my expectations. Despite a misunderstanding regarding the product's features, the team at responded promptly and offered a satisfactory resolution.

In situations like these, a company's commitment to customer satisfaction truly shines. Jollin not only addressed my concern but also provided a solution that showcased their dedication to ensuring a positive customer experience.

Mistakes happen, but how a company handles them speaks volumes. In this case, they demonstrated exceptional customer service, turning what could have been a negative experience into a positive one.

Kudos to Jollin for his commitment to customer satisfaction.

My netuno has 400 km done on it so pretty new. There is an E6 error - the only way to contact Eskute properly is via email and a possible diagnosis took over a week - then the part that is needed (controller) is not in stock in uk or Europe- I was told to check back in a month !!!! For an essential part !!! A month !! Bike is unusable!! Check the website re other parts - parts availability is a real issue - if there is no stock and the uk business doesn’t know when parts will arrive this could be a long long wait - terrible service and with no parts the bike is useless

I bought my Eskute Netuno in April 2023. I used it a bit through the summer and thought it was an OK bike for the money. Its motor is powerful and responsive and the range seemed decent. Its relatively cheap for what it is. Its never going to get you up any big mountains but for general off road use its absolutely fine.
I was away for a few weeks and unwell with Covid for a whole after so hadn't used the bike for a couple off months. The battery then refused to charge. I contacted Eskute Customer services to request a replacement under the warranty. Their initial reaction was to say that the failure was my fault as I hadn't charged the battery for a while. I objected to this and asked them to show me where in the user manual where it states that the battery must not be left uncharged for an extended period. Apparently it does say this somewhere so be careful on this.
To be fair to Eskute they agreed to provide a new battery due to my illness following my period away meaning that I couldn't use the bike. So fair play to them.

Received my new Eskute netuno, unable to charge the battery emailed Eskute support, received a reply straight away from Jenny, after sending a photo of my battery to her, I received a new battery within 2 days.
Jenny was super efficient and very pleasant to deal with

The quality of the bikes is great for the price and as long as they work for you then this is great. The problems, however, are the times when everything doesn't work and you need to have support involved. They will send you replacement parts but you are responsible for fitting those parts, reasonable for standard bike parts of cables levers and pedals etc not so much as in my case where a new bottom bracket was needed. This is tricky replacement on most bikes yet Eskute bottom brackets have the torque sensor attached meaning it's well beyond my wheel house and of course no local bike shop will work on them. The customer service hide behind their horrendous warranty which will not cover even the basic level of customer care and on top of all that they don't have parts in the UK so even if you are happy 5o fit your own parts you will be waiting 15 days before you get hold of them

I Bought Eskute Nettuno pro , what a mistake did not work from moment it arrived yet again like many the battery was dead as a dodo. When reported they wanted me to run test for them and send pictures. They then admitted they have had issues with a few of these and wanted me to wait till they sent new one , but did not know how long as they had ordered more as they had no stock . No doubt due to all the failure. Now trying to return and they are doing everything they can to delay and give full refund. Just shows sometime you need to deal with solid company that can be trusted not so company the sells out of someone home garage they use for uk shipping. Do not trust this group.
Update refund provided but this time they did what they said , they need to improve on customer service and have some sort of stock and service agreement with uk bike shops to smooth process. Maybe when they improve on this side things will improve. I agree with other Jenny is very polite.

I may have given Eskute 5 stars when I first bought my Polluno online, and rightfully so on sale at £899. But 17 months later, my battery just stopped working. The bike and battery were always well cared for, with indoor parking too. Looking at past reviews, battery failures seem to be a common occurrence.

So I emailed support and discovered you only receive one response per day. It took a total of 11 days of trouble shooting the issue but on 09 Nov, support provided me with a 50% discount on a new battery. That was very appreciated given I'm out of my one-year battery warranty.

All batteries were backordered too, but happy to report that I received the new battery on 06 December and my bike in working once again.

As a footnote, when you pay for replacement parts with Eskute, the only option is by sending them a payment to their PayPal Gmail address. A little scary at first, but it went fine for me.

An internet search will shows the issue with these bike batteries can be due to a bad Battery Management System board (BMS board). Now that I have my new battery, I was able to painstakingly take the old battery apart and I will replace the BMS to see if I can breath new life into this perfectly fine broken battery. All of the Samsung cells are in top condition so it's worth the £15 gamble.

Eskute's an okay e-bike but if you can afford to spend £1,000 more, it may be worth your time if you are concerned about obtaining replacement parts quickly and for the foreseeable future. I learned there's a control box under the battery compartment so if that were to ever break, I hope that part is easily obtainable.

These bikes are great value for money, I bought 2 of the bikes, one for me and one for a friend. I did have an issue with my bike which the company have now resolved and they have also offered me compensation, so I am happy
My wife's electric bike cost more than twice the price of this one but I would say is no better value.

My partner bought me a Netuno Plus for my Birthday.
It’s a great affordable bike that’s got me back in the saddle and exploring the forest tracks around my home.
I did have a problem with the battery, however Eskute customer Services have been fantastic.
New battery sent out in 5 days, they are also now sending me out a new charger as I felt my old one was overheating.
Eskute have been really helpful at all times.
I love my bike.

Please don't make mistakes and buy this bike, after a few months the battery doesn't work at all, the employees of the company don't help at all, I've been running out of battery for three months and for 3 months they promise to send me the new battery but the promises areTruthless! please don't mistake paying for this bike

Unfortunately my bike's batteries were faulty. I contacted the support team and sent them a short video showing how the battery reacts while charging, a day later I received an email confirming that the support team would send new batteries. Three days later my batteries arrived.
Great and fast service, Thank you Jodie for your assistance.

I bought an eskute netuno in June 2022 off Amazon first impressions were very good bike. February 2023 I had problems charging the battery on the bike.
I emailed eskute but had no reply I managed to charge the battery off the bike but not always a full charge.
Now I have charged the battery from red light to green supposedly (fully charged) and have no power to the bike no display turning on very disappointed.

Update Eskute support have been in touch and have been very good with responding to my emails and a satisfactory outcome from my emails.

I have a Polluno It's been good to me. Motor is fine, the cadense is reponsive,the throttle a little slugish. They should have their delivery people wrap their bikes better, though.

I had a battery issue with my eskute which I emailed the problem to Eskute support, it was dealt with promptly and the only time I had a bit of waiting time was for the batteries to come back in stock, which was explained in the email, then only took 5 days from shipping to delivery to me.
I think I was dealt with very efficiently and no complaints off me
A big shout out to Jodie who sorted my replacement battery out 👍🏻

Thanks for the immediate reply.Jodie solved my problem quickly by replacing my battery.

Is it possible to speak to a person at Eskue UK or even contact them via Live Chat. We have been trying for the last 2 hours

Thank you Eskute. Customer service, as they are dealing with our problem.

ok...here we go,i have had 2 eskutes the voyager and the netuno...i have had trouble with both of then around build quality and battery issues, the voyager by far the most troublesome. but if you spend a small amount of money upgrading certain bits then they become a really good bike and really cheap. the main quality issues are the batteries, i had one replaced under warranty, 6 month later its dead again.however, my experience with customer service has always been a positive one, slow (one email a day) but positive. they have replaced head stock bearings, 2 batteries and a seat post.so although its a slow process i cant fault the outcome. would i buy another eskute ? ....i think probably yes, both have had trouble but both are ok and value for money with a few upgrades...i changed brakes,gearing and bearings. its that ols saying you get what you pay for, but to be fair they are bloody good for the cost. so, expect a few niggles, expect a week or so to get it sorted, but rest assured it will get sorted. hope this helps you all

They can't provide replacement brake pads for .y eskute e bike voyager!! Sent numerous emails and photos, all to no avail. Now I have a £1000 bike I can't use. Thanks very much Eskute, your aftercare is awful.

I received two bikes and the batteries were already charged. Unfortunately when we attached to bikes both were faulty which was a bit disapointing. However I contacted Eskute and had a quick response via email. They sent me two new batteries and they now work fine. Really pleased with Eskute and the bikes. We did shop around and buying via Eskute is cheaper. Love the bikes and good value for money