Cowboy Reviews 

Update : so as you can see, cowboy replied to my comment and promised me to look into it. Unfortunately still no answer back from them … reaching almost 3 weeks of radio silence again before getting an answer

sent my bike in for a frame repair in April 2026. About a month later, I received an email saying that the repair was taking a little longer than expected. Since that email, I’ve heard absolutely nothing.
I’ve tried contacting customer service several times, but either I receive no response or I get the same generic message saying that my case has been marked as a “high priority,” but that they don’t have any further information at the moment.
What concerns me most is that I currently have no idea where my bike actually is or what is happening with it. It has now been several months, and I haven’t received any meaningful update about the repair or the location of my bike.

Very poor communication exclusively from AI, even if you send an email. Useless.

Update on your answer: congratulation on your AI reply.

RIP OFF. admitted battery failure under girantee after 6 months. Have been waiting for battery for 12 months. Shit service, unpolite, thieves! Do not buy a bike here.

I've placed an order for a new battery on 1st May. Only on 31/07 the carrier (UPS) confirmed they have received the parcel and it's on the way to their hub in Belgium/The Netherlands.
UPS claims they made 3 delivery attempts, of which 2 I was most certainly at home.
I reported this to Cowboy. Within 5 minutes I got a reply (at that time the service looked promising).
I've asked them to contact UPS (THEIR carrier) to make a final delivery attempt with me. And if that is no longer possible, to refund me. I have not received any reply from Cowboy. 4 reminders later I suddenly received an auto-generated message from them that my parcel will be send back to sender - back to China.

Again, I've expressed my feelings about their handling and communication in another email. Also now, I'm still waiting for any feedback.
This is the poorest Customer Service I've ever experienced. On top of that I paid hundreds of euros, which I didn't get refunded yet.

I'm going to take legal actions against them. To me this is just pure scam.
I've been very patient (order placed on 01/May), but due to Cowboy's communication 'skills' I see no other option then to take actions now.

Earlier this week, I had a flat rear tire caused by multiple cracks that had been developing and worsening over time. I pay for the annual Cowboy Care service, which includes tire replacements and maintenance, so I expected this to be handled without any major issues.

Unfortunately, this problem actually started months ago. I had already requested a maintenance service, but when the engineer inspected my bike, he could not replace the tires because they were out of stock.

Last week, the inevitable happened... While riding, I suddenly got a flat tire. I booked another service, this time specifically for the flat tire. Again... A service that is supposed to be covered by Cowboy Care.

The mobile engineer who came to replace my rear tire then broke a washer while removing the rear wheel. Instead of using the correct replacement part, he apparently used a washer with a different part number from another Cowboy model because he did not have the correct part available.

That seemingly minor mistake has now resulted in major damage to my bike. The incorrect washer started moving on the axis, causing the motor cable to rotate around the axis as well. This damaged the motor cable and partially damaged the frame.

I noticed immediately after the repair that something was wrong and have been trying to contact Cowboy ever since. I have emailed hello @ cowboy multiple times without receiving a proper response.

I have also tried calling the mobile engineer who worked on my bike, but he has not answered or returned my calls.

What makes this even more frustrating is that my bike was working perfectly before this repair. A simple washer. The corresponding washer part number costing around 0.50 EUR has now turned into a completely broken bike.

I have also been told by someone working at 'JustRideOn', a cowboy partner company, that this particular washer/part number has been Cowboys downfall.

If Cowboy knows that a small and inexpensive component can cause this kind of damage, why is the correct part not readily available to its own engineers?

I paid for Cowboy Care expecting reliable maintenance and support. Instead, I am left with a damaged bike, no meaningful customer service response, and engineers who do not respond when something goes wrong.

This experience has completely destroyed my confidence in Cowboy. I would not recommend buying a Cowboy bike to anyone who expects reliable after-sales service and proper maintenance support.

Selling a premium bike is one thing. Supporting and maintaining it properly after the sale is another.

I’m still waiting for my frame replacement due to a recall for now a year and 5 months. In the mean time, my motor has stopped working. I’ve tried emailing cowboy and chatting from their app, and it seems they no longer have customer service people to respond and help with issues as they just don’t reply anymore. I also can’t book maintenance anymore through the app, it just says to check later. They used to have good service, so it’s really a shame. Do yourself a favor and buy an e-bike from a bike company that has existed a while.

Been waiting for 2 months for a spare part and no communication on their end.

My bike was recalled due to a critical safety issue with the frame. I was told about this a year ago, a year after I purchased the bike. I was told by Cowboy not to ride the bike, I have a since not had any further assurance that my bike will be fixed or replaced with any date set - I have heard stories of those that have handled their bike in for replacement to be left months with no bike - this is appalling customer service. Under the consumer rights act 2015 they are now in breach of this

I have a full service annual contract but for 1 year now no options for annual repair of brakes and tension of the chain was available in Rotterdam. The annual fee I paid was for nothing. I could only book a service moment for an additional 80 euros!!! This is very poor customer experience... I cancelled my subscription... I am aware of all the changes Cowboy has gone through but this is not acceptible.

I've been paying a subscription for the mobile service repair for 4 years... And whenI finnaly need it, I am met with a bot that asks me 25 questions and then creates a useless ticket. I have not been able to use my bike for 3 weeks.

Two years of owning a cowboy bike. Never had an issue and the one time I had a flat tire, a regular bike shop could easily repair it. The bike still works like a charm.

My experience with Cowboy has been a bit of a rollercoaster.

I had a long and frustrating period with my bike due to a faulty part. Communication and finding a solution took much longer than I had hoped, and at times I honestly wondered if the issue would ever be resolved.

However, once my case was picked up, things started moving. The replacement part is on order, thanks to an update my bike is working again, and I also received the accessories I ordered without any issues.

What I appreciate most is that Cowboy is clearly making an effort to regain the trust of its customers. In my case, they ultimately did. While the process took longer than it should have, I can honestly say that I am satisfied again with both my bike and the support I received.

Thank you to the team for staying with my case until it was resolved. I hope this positive direction continues for all Cowboy customers.

Bike was never delivered, contact with (human) consumer care is just impossible. One big scam.

I am still experimenting with the saddle, for a better fit (for women), with a gel padded cover it is way better - but generally my Cross ST is comfortable for everyday commuting. Recently, I tried it for a 5-day bikepacking tour in the Alps, it went without problem 30-40 kms a day.

Great bike, never had any problems with it in 4 years

My bike has been awaiting a motor/torque sensor replacement under warranty for almost a year. Despite repeated follow-ups and several announced delivery dates, nothing has been delivered.
Ticket #20932198
This is simply unacceptable for a premium brand.

Good and fast

I used to be a very happy owner of a Cowboy Cruiser ST. I loved the bike, truly. It felt super sturdy and the software worked smoothly.

Summer 2025: I got an email from Cowboy saying my bike was being recalled because the frame might snap in half. So the bike was essentially unusable unless I wanted to risk riding it.

March 2026: Around seven months later, a collection hub finally opened in my city. I dropped the bike off. Several weeks after that, I picked it up.

On my ride home I notice a rattling sound, as if there are some loose parts in the frame after the reassembly. Then, something is dripping from the handlebars. At first, I thought it was some sort of lubricant after reassembly. Turned out, it was brake fluid. One of the brakes completely gives up. Ok, so they damaged the bike during shipping or reassembly.

I reached out to Cowboy. They ignored the rattling entirely but agreed to send a technician for the broken brake. The technician arrived and asked me where the replacement brake lever was. I had no idea what he meant, apparently Cowboy technicians don’t carry any spare parts on site.

I contacted Cowboy again and they agreed to ship the lever. It’s now been over two months, and the lever still hasn’t been shipped.

Summer 2026: I’ve had an unusable bike for over a year. I can’t sell it and I can’t ride it. I love the product, but the service is horrible. I’ve asked for a refund multiple times, and Cowboy just ignores me.

I now have a dead 3,000+ euro bike sitting in my apartment. Thanks.

Still riding the classic smoothly after 4 years and almost 5K without major errors, will need new tires and seat clamp soon but spare parts delivery is still 'suspiciously' 60 days. Love the minimal design by Propeller, glad Rebirth saved the brand but I don't like the new green/white tires combo (feels cheap - funny 'French style' campaign but a bit silly - not for a strong design brand) App works good but don't like the donut award shizzle - can't deselect somehow.