Customer reviews mentioning customer support
English keywords: support, customer service, customer care, response, respond, responded, reply, replied. Most recent experience first, regardless of rating.
Buying a Cowboy bike was a huge expensive mistake
More than a year ago I was told my Cowboy bike had a production fault and the frame could break in half at any moment. Today I am still waiting for a response from Cowboy on how to resolve it (the app ridiculously says someone will be soon helping me — it's been 72 weeks).
I continued to use the bike and now a little part snapped and destroyed the motor. After reading some Reddit posts, this is a common issue, because the little part is of very poor quality and tends to break after 1000 kms. Again I write their support, but they simply do not respond.
Unfortunately it was a huge mistake buying this bike and now looking through their website, it is appaling how much they lie about the quality of their product and service. Their marketing tries very hard to make them look like a regular company. Behind it is just a chaotic startup, lying their way to survival, and trying very hard to contain all the negative experiences their customers have.
Now I am stuck with a 3K EUR bike that might brake in half, with a broken motor, and absolutely no way to contact the brand or get anything fixed.
I ordered a replacement charging plug...
I ordered a replacement charging plug for my Cowboy bike on 23rd August and, over six weeks later, I'm still waiting for it to arrive.
It's a charging plug, not a replacement bike. How can something so basic take this long?
What's even more frustrating is the complete lack of customer service. I've now sent five emails chasing the order, with no meaningful response. When I finally received a reply, it was another generic, clearly automated message telling me to check my customer portal. Exactly the same response I'd received previously.
Meanwhile, my Cowboy app keeps reminding me that my battery needs charging. Brilliant, if only I had the charger I've already paid for!
I've now raised a formal complaint and requested that someone from senior management actually looks into this, rather than sending another automated response.
For a company selling premium-priced electric bikes, the aftersales service is unbelievably poor. There's seemingly no accountability, no urgency and no straightforward way to speak to an actual person.
I actually like the bike, which makes the whole experience even more disappointing.
Cowboy, please have someone contact me who can actually resolve this. I just want the product I've paid for. It really shouldn't be this difficult.
Really impressed with the Cowboy...
Really impressed with the Cowboy experience so far.
I booked a test ride and was particularly pleased that they brought the bike directly to me, which made the whole process incredibly easy and convenient.
The guy who delivered it was fantastic — really friendly, knowledgeable and helpful. He took the time to explain how everything worked, answered all my questions and, most importantly, didn't make me feel rushed at all. It was a genuinely enjoyable experience and gave me the opportunity to properly try the bike in real-world conditions.
The bike itself is excellent and the whole experience has definitely made me seriously consider getting one.
Great product, but also great customer service — a very positive experience overall.
Fraudulent company Cowboy
Even after sending proof to various employees throughout the app and to the General Managers about their mistake does not solve my issue. No response from anyone. This becomes a fraudulent case right now by Cowboy. @cowboy I hope you take this very serious and reach out to me personally to fix the open issue as you promised.
You’ll regret ordering a bike from them!
I ordered my cowboy bike two months ago, it said delivery would be in ten days. This then turned into months. There is a delivery date scheduled for tomorrow but the bike has yet to be shipped. There has been no communication and messages I have sent them have not been replied. Please do not order a bike from them, they are incredibly unreliable.
Do not buy a Cowboy, save yourself the pain
Before I get negative, I want to start by saying that I really enjoyed my bike while it was working.
Unfortunately, my battery stopped working back in July, while under warranty, and Cowboy said they would replace it. That was wonderful. I was really grateful that they would fix a part that broke under warranty. But, they told me that due to lack of inventory, it would take 2 months.
I patiently waited through the summer. My cowboy was my only mode of transportation, but I found alternatives -- on my own, because Cowboy didn't provide any compensation for this long wait. Then, a week before I was supposed to receive the battery, the estimated date suddenly changed to November.
I've been puzzled by the "lack of inventory" since July. I am a paying customer but somehow, I am made to wait for months, while Cowboy is trying to sell more bikes. Tell me, do these new bikes come without batteries? Because if not, seems like there isn't any inventory issue.
On top of this, when I reached out to customer service about this change in ETA, I received no response. It's been a week. Of course, there is no phone number to call, because Cowboy has the worst customer service I have ever experienced.
This is violating the EU consumer protection law and shows complete disregard for any customers. If I could go back, I never would have bought a Cowboy. Do not buy from them. Do not support their business. They need to get their shit together.
I've had my cowboy for 3 years now and...
I've had my cowboy for 3 years now and I love it. I haven't had any issues with it either. The battery life is still good. A very worthwhile investment. The cowboy customer service is also great.
Horrible customer support
Horrible customer support. My battery charger simply stopped working and there is no response or help whatsoever... I would recommend anyone to avoid getting this bike at any cost!