Hitway Reviews 533

Very disappointing experience with HITWAY.

I am updating my review because the situation with HITWAY has become even more disappointing and unprofessional.

I ordered an e-bike (Order HWUK10763) and after waiting for many days with almost no updates, I contacted customer service myself to ask where my parcel was. I was then informed that the shipment was delayed/stagnant and that even the carrier seemed unable to provide a clear delivery timeframe.

Because of the long delays, confusion, and poor communication, I clearly requested a refund instead of the bike. HITWAY asked whether I wanted a replacement or a refund, and I explicitly chose the refund option.

Despite this, the bike was still delivered days later. During this whole process, communication was extremely slow (usually one reply every 24 hours), contradictory, and very frustrating. At one point I was told the parcel would be returned, then later told it had already been delivered. Nobody seemed to know exactly what was happening.

The most unacceptable part came afterwards: HITWAY refused to provide a prepaid return label and then asked me to update my Trustpilot review to a positive one before they would arrange a pickup service. This is completely inappropriate. Customer reviews should reflect genuine experiences and should never be used as leverage during a refund dispute.

The bike remains unopened in its original packaging, yet after almost a month I am still dealing with this issue instead of receiving a proper resolution.

This experience has been exhausting, stressful, and honestly one of the worst online shopping experiences I have had in the UK. I expected professional customer service and clear communication, especially for such an expensive purchase, but unfortunately HITWAY failed badly on both.

I would strongly advise other customers to think carefully before purchasing, especially if any delivery or after-sales issues arise.

I have now contacted my credit card provider because I no longer want to waste time dealing with this company and their poor customer service.

What disappointed me the most was being asked to change my negative Trustpilot review before they would properly arrange the return process. That is completely unprofessional.

This situation could have been resolved easily with proper communication and respect for my refund request from the beginning. Instead, I experienced delays, confusion, and constant stress for weeks.

The bike is still unopened, but after this experience I no longer trust this company at all.

OLD REVIEW BELOW

I currently have the parcel at home and I have not even opened the box because after this entire experience I no longer want the electric bike. The way this company handles customer service has completely destroyed my confidence in the product and the brand.

The main reason I decided to cancel was because during the second week I had almost no updates regarding the delivery. The service was terrible and the communication was extremely poor. After waiting so long without proper updates, I requested a refund and decided to buy from another website that felt more reliable and safer.

I informed HITWAY on May 5 that I wanted to cancel the order, giving them more than enough time to contact the courier and stop or reroute the delivery. However, yesterday, after more than a week since my cancellation request, I still received the e-bike at my home.

What makes the situation even worse is that they are now saying they “did not have enough time” to contact the courier company. Seriously? They had over a week to deal with this situation and still failed to manage it properly.

Now they expect me to spend my own money and time returning a parcel that remains completely unopened because of their own poor organization and delays.

What worries me even more is that if something ever happened to the e-bike in the future, it seems almost impossible to communicate with this company efficiently. They take up to 24 hours to reply to every single message, turning what should have been a simple 7-day process into a stressful issue that has now lasted more than two weeks and is still unresolved.

This has been a complete waste of time and extremely frustrating. I am extremely disappointed and would not recommend this company based on my experience.

I bought the Hitway BK9s and have owned it for 6 months. The bike has held up well and is well built. The battery is still working great, especially on hill climbs and it charges in a few hours. The battery can be a little awkward to remove but once I got the hang of it, it became fairly easy. I bought my bike directly from Hitway and the store is easy to navigate. There's a good selection of bike's and parts, but would be better if they had a good brake selection on there too. The BK9 is a big bike, I'm 5ft 10in and it's just an adequate height for me. If you are smaller than 5ft 9in, I would try a different model. To sum things up, this is a good bike and I am happy with it.

I bought 4 bk15p they are excellent bikes for the price there powerfull and keep you at a constant speed

Speedy delivery of a fantastic quality bike. Comfortable and easily transportable, would recommend to anyone looking for an affordable e bike.

Bike was very easy to assemble. The battery life is brilliant.Only downside was the rear mudguard.Kept falling down onto the tyre.Would definitely recommend buying from HITWAY.Fast delivery and everything was perfect

I bought the Bk15 and I'm pleasantly surprised. The price is low, but the quality and driving experience are great. I recommend it.

I bought two bk6sl1 folding e bikes one for me and one for my wife, we bought folders as we are regular caravaners I have been very impressed with the buying and riding experience from start to finish, the ordering process was very easy, the delivery very quick the quality of the bikes on arrival was very impressive, it did take a bit of thought to put the bikes together after delivery but the tutorials on line set your mind at rest and it proved to be a quick and easy process, basically all you have to do is attach the pedals and the seat. we find the bikes easy to ride and they feel "substantial" although we have not done many miles yet (50) they have been enjoyable miles and now the weather is getting slightly warmer we will hopefully soon be in the hundreds. the price of the bikes make them really good value for money, all in all 5 stars all round.

Contacted hitway with a question about my bike and they were very very helpful would highly recommend hitway to anyone who is interested in getting a electric bike once again many thanks

I bought a BK15Pro and it was delivered quickly. The mounting was easy and well descripted. After the first start my headlight caused a short circuit and destroyed the display. After some mails with the support we found the error and I got the spare parts. No everything works and I‘m happy.

The site was professional and easy to navigate. The information about the products made it easier to choose the most fitting to you. The delivery was also incredibly fast, even without express delivery, as well as the costumer support. I’d highly recommend!

Ordered an upgraded replacement battery for a BK8 after almost 3 years of daily use very pleased with the battery and the increased range.
Delivery to a country address in Portugal was a little slower than expected but worth the wait.
Thank you Hitway.

UK Experience - BK35S

I would like to share my experience with Hitway’s customer service. I had an electrical issue with my BK35S bike after five months of purchase.

I emailed them describing the problem, and I was advised to reset the display. That didn’t solve the issue, so I contacted them again. Hitway then sent another email asking me to replace the display.

I received the new display, replaced it, but the problem remained. After that, Hitway emailed me again asking me to replace the controller.

As I don’t have the skills or the proper tools to do this repair, I asked for the bike to be collected for servicing. After several more emails, they agreed to collect it but asked me to pack the bike properly, including buying a box, foam, etc.

I explained that I did not want to spend around £40 on packaging materials and that I also do not have the skills to pack the bike safely. At this point, they are still deciding whether they will proceed or not.

It has now been almost three weeks.

Overall, it has been very frustrating to rely on this type of customer support, where the company effectively makes the customer act as a technician to fix the fault, even though the bike is less than six months old.

I`m still trying to solve it.

The quality of the product upon delivery was excellent. I rode it for a week and didn't encounter any problems. The after-sales service provided by the customer service was also very prompt. It is a very good brand and product.

Exellent communication,Faster Delivery, installation video.
So happy that they fixed my issue without any Hesitations
10/10

I ordered ht100 and it didnt shipped in 2 days and i asked for refund and at 10:44 it got shipped and 10:45 they replied saying its already shipped and all 4-5 emails they just ignored me

It has been over a year that I'm riding BK5 i must say that it has made my home to work trip much easier as i use to rely on buses the bike is easy to handle. I would strongly recommend if you want a long life battery give your journey brakes on hills although it's work great but just to avoid battery stress. Furthermore, i had an issue with the motor which was being promptly dealt as their customer service is amazing though they aren't available on the call but will never disappoint you replying on emails. I must recommend to select Hitway rather than choosing some of the big UK brands.

⭐☆☆☆☆ 1 Star

Very disappointing experience with Hitway. I paid extra for a throttle, but it was not included with my order. To make things worse, I was then told that the BK29 bike apparently does not even support a throttle, despite it being offered as an option when purchasing the bike. That feels very misleading and confusing.

I also had issues with the bike lights and tried contacting customer service multiple times, but they have been completely unresponsive. No proper help, no clear answers, and no urgency to resolve anything.

After spending my money, I expected far better service and honesty. I would not recommend buying from them if you expect reliable support or accurate product options.

I had an earlier model Hitway and liked it - until it got stolen. Last week I bought another upgraded bike on their website. I got the bike, assembled it and despite being of average height and numerous adjustments, I struggled to reach the handlebars and brakes. I asked how to return. They said that I need to ship back the 50kg box and pay all shipping since it's not a quality issue which is over 200 Euros. Not being able to reach the handlebars and brakes seems like it IS a quality issue. Now am unable to find a courier who will ship due to its lithium battery. Scammers.

Firstly I would like to say the communication is really well with this company. Any issues had they reply with in 24hours and sort it all for you.
It was quick delivery and easily assembled.
Great little off roader.