Hitway Reviews 532

I ordered my BK27 Bike in April 2024. But beyond the bike being super useful ever since (nearing 5,000 miles already), I am particularly impressed by the customer service of HitWay. On the two occasions I have had to contact them, they are always going over and beyond. This time around, a rep named Winter, beyond tending to my issue, gave me a rear brake assembly for free, to complement my order!

I am always at ease knowing if the bike has any issues (rarely does anyways), I have a super responsive customer service to hit up. Well-done to the customer service team!

First, their customer service is second to none - even over the festive holiday time. Never had better after service care.
As a pensioner, I was a bit dubious about the purchase, but now I can not praise the e-bike high enough. The quality, its sturdiness and its very easy initial build was excellent, i.e. simply unfold and click locking 'bolts' . Due to my limited leg movement, I bought the step through model which makes easy mounting. Controls are great and easy to master and use.

Hello,

I purchased my bicycle from you in August, and unfortunately, yesterday on my way back from work, it developed a serious issue with the pedal assist system. The malfunction started gradually, and after one or two kilometers, the assistance stopped completely. This made the bicycle difficult to use, as due to its weight, I am unable to ride faster than 10 km/h without assistance.

When I arrived home, I checked the bicycle and did not find any visible issues: the tires are properly inflated, the frame is aligned, and the battery is fully charged. I believe the problem is related to the battery and pedal assist system rather than to usage.

I require technical assistance, as after only four months of use (riding 14 km daily, Monday through Friday), it is concerning that the product is experiencing failures that prevent proper use.

Had an issue with the charger that came with my e-scooter. Contacted Hitway support, and they sent a replacement right away without any hassle. The scooter itself is reliable and well-built. Really impressed with their service.

DO NOT ORDER FROM THIS COMPANY

Ordered 20th November. Promised 5 business days.
Never delivered.

Complained. Promised delivery in 3-4 days on 2nd December.
Still sitting in warehouse. ONE business day to go. Not even shipped.

Two weeks. Two broken promises. Zero accountability.

Had to initiate chargeback through my bank. Lost earnings because I needed this bike for work.

They lie. They stall. They don't deliver. Save yourself the nightmare.

Edit after reply

This is a different email address than the one used for purchase hence why you can't find information. However given how far I took things, including a bank dispute, something tells me you know exactly who I am but no worries you may go ahead and claim this review as disingenuous as you are already hinting at me lying. Furious I will have to deal with hitway in the future for potential repairs and parts. I have never been mad at a company or service in my life. Congratulations 🎊

I have recently ordered a e-bike and since then was worried as haven’t received updates like I normally would , I’ve rang the supposedly delivery team who are awaiting for my parcel and they are saying they are waiting for the stock from top cloud? Yet i ordered from hitway , please stay away as they won’t respond and will take your money I’m now losing my job due to it meant to be delivered in 1-3 working days

UPDATE,
I’ve received my bk15 after being doubtful that it wouldn’t arrive , hitway emailed me to ease the worries about topcloud which is there warehouse , everything has gone good since and bike runs perfectly 11/12/25

One star instead of five due to a two-week delivery delay, but after customer service intervention, the issue was resolved positively.

Not only is the product I bought fantastic but it's built to a very high standard. I did have a problem getting the display working but the Hitway team were fast and super helpful helping me get the problem sorted out within 48 hours

Have two products of hitway, have the h9 pro e-scooter and the bk15 electric bike. Not had the scooter not even a month and already the pin on the side has already snapped, trying to get an replacement from hitway has been extremely painful. The bk i have had nothing but issues aswell, extremely poor quality don't recommend.

Will never buy a hitway products again.

After I got satisfaction from my first bike. I decided to get another for my brother as a gift. Today I ordered and the very next day I received my order. I would say the delivery is really super fast , perfect package 📦 and I extremely loved it.
All the gears & bike parts are easily available an online easily order it,
This is perfect bike for us that we were looking for small, and foldable and we got according to our budget.
I highly recommend to the friends & family as gift.
Overall, this bike exceeded my expectations and makes daily commuting effortless.
Appreciate hitway service team and management team.
Again many thank your after sale service & full support 24*7(365 days).

Bought the hitway BK2 as it’s looked lovely and had everything I’d need for the perfect bike But .. on arrival I struggled to open hinge (folding mechanism) even my husband struggles too open and close it it’s way too stiff making it impossible to work next problem was the key lock to get battery in and out tried to turn and just wpuldnt open so battery is stuck in permanently which is not what we wanted. So basically it’s not a folding bike and you can’t take the battery out . I have contacted hitway and informed them of these problems and waited days for reply and when k got a reply it was nothing to do with the problems we have I mean what would a faulty charging port have to do with these problems they obviously haven’t read my email. So basically I have a bike that’s broken, no help from hitway in my opinion DONT BUY FEOM HERE . You won’t get help if it’s faulty I will be seeing a solicitor about this absolutely gutted to say the least.

Despite the bike being really heavy, the gears, brakes and wheels are flimsy.
I've had my Hitway bike for 3 months and had it repaired 4 times already.
I use the bike 4 times a week to get to work and can never be sure I can make it to work on this bike.
Save your money and buy a better bike.
Absolute garbage

Do NOT buy from this website. I placed an order for an electric cycle more than a week ago and still haven’t received a single update. Customer service is completely unresponsive. This company cannot be trusted. Save yourself the trouble and shop elsewhere.

I bought my bike in May of this year, initially it was excellent and then we went through a period of issues that required repairs. Hitway system is to send you replacement modules, that you replace and report back. this literally took months, eventually after weeks of going back and forth, Hitway agreed to offer a full refund, again we had issues with the wrong box being sent etc, but eventually the bike was collected in the right box, it was returned and full refund was received. i believe the company to have a good product, i think maybe we just had a Friday afternoon bike, i also believe their intentions to be good, but they like we all are, are nervous of scammers and as a result they have to be diligent and insure that they as a company with a high end product aren't being subjected to scams. so i understand the process that they and the customer have to go to when it comes to faults and returns, however i would urge them to review the process and try to find a way of speeding the process up.

bought a hitway bk5 electric bike and i have had trouble from the start, the battery would not fit correctly, so i coulnt get it out when i rode it it keptcutting out, the display kept going blank, then after 20 month the rear mototr broke altogether contacted hitway but they just fobbing off giving me incorrect info how to reset the display told me the warranty of 2 years did not include bikes that were bought by third party AVOID

Avoid HITWAY – Faulty Bike & No Support

I bought a HITWAY BK17 and it failed almost immediately — throttle never worked, pedal assist stopped after one ride. I contacted HITWAY EU multiple times for a return and refund, but they completely ignored me. They seem to delay on purpose so the return period runs out. Terrible product, even worse customer service. Don’t waste your money.

This is how short I can explain my situation.

I purchased the Hitway BK2 on 20th August, drawn in by its sleek design, foldable frame, and promise of convenient urban commuting. On paper, it looked like a smart investment. In reality, it’s been a frustrating lesson in poor quality control and dismissive customer service.
Faults Within Weeks
After just 60 miles of use, I noticed rust forming on the front forks and chrome peeling off around the suspension area. This wasn’t after months of hard riding in harsh conditions—this was within a few weeks, under normal use. For a brand-new bike, this kind of deterioration is unacceptable and frankly embarrassing for the manufacturer.
Cold Customer Support
• 5th September: I emailed Hitway to report the issue.
• 8th September: They replied asking for photos.
• I sent the photos promptly—then radio silence.
• 10th September: I followed up again, asking what was happening.
• Their response? I should take the bike to a shop for rust prevention. They offered to reimburse the cost, but completely ignored the issue of the chrome peeling, which is clearly a manufacturing defect.
Let’s be clear: I shouldn’t have to arrange rust prevention on a bike that’s less than a month old. That’s not maintenance—it’s damage control for poor materials and shoddy finishing. And the chrome issue? Not even acknowledged. No apology, no offer of replacement parts, no accountability.
What This Says About the Product
The BK2 might look good in photos, but the build quality is cheap and fragile. If chrome is flaking off and rust is setting in after 60 miles, what will this bike look like after 600? The fact that these issues appeared so quickly suggests substandard components and zero quality assurance.
Buyer Beware
If you're considering the Hitway BK2, ask yourself: do you want to spend your money on a bike that starts falling apart before the first battery charge is even used up? Do you want to chase down support just to be told to fix their mistakes yourself?
This isn’t just a bad experience—it’s a warning. The BK2 is a shiny trap: it looks appealing, but underneath, it’s rust, flake, and frustration.

EDIT********

Received new forks which I have to fit myself, however upon unwrapping I found they were damaged and the small eye piece for the brake cable was snapped off, they arrived wrapped in a plastic bag and with very little protection other than a thin piece of foam.

Contacted the supplier straight away but had absolutely no response from them. People if you want cheap Chinese rubbish, buy one of these !!

The only recourse is to do a charge back on my card.

EDIT #2

New set of forks sent again and just delivered, yup you guessed it, the same piece broken off, what's worrying is that its supposed to be steel and to break it, it must be very brittle !! poor poor quality !!

EDIT #3

Update to my original review:

I’m posting this update because HITWAY has continued to misrepresent the situation and act in breach of UK consumer law. because they didn't have any forks to replace the faulty ones they offered another bike instead.

They now claim I "requested" a used bicycle, which is categorically false. On the 28th September, HITWAY explicitly offered a used BK2 bicycle, stating:
“To better resolve your issue, we can request a used BK2 bicycle in 80% condition. Is this an option for you?”
I replied:
“What are you proposing?”
a clear request for clarification, not agreement.

On the 30th September, they followed up with:
“We can request a replacement for your used BK2 bicycle. This is a complete bicycle, not a replacement part.”
This wording implied a **new** replacement, and I accepted the offer on that understanding. They did not reconfirm that the item would be second hand, nor did I consent to receiving a used product.

Only after shipment did they restate that the bike was pre owned and it turned out to be a different colour than the original. They then advised me to refuse the package so the courier could take it back, despite knowing it had already been delivered the day before, confirmed by their own tracking.

They’ve also tried to, run down the returns window by delaying clear communication constantly using the excuse we are on holiday, and are now attempting to make me pay to return both bikes, despite the original being faulty and the replacement misrepresented.

This conduct is in clear breach of the Consumer Rights Act 2015, which protects against misrepresentation and requires sellers to cover all return costs when goods are faulty or not as described.

I’ve now had to initiate a chargeback through my bank and issued formal notice of legal action via the Small Claims Court.

Avoid this company at all costs.

I've just bought the HITWAY BK30 I cannot wait until it arrives. So far customer service has been great and I'm very confident I will like this bike. UK legal to ride in public with HITWAY and bike will come with a certificate which is one reason I choose HITWAY.

After spending a lot of money with Hitway. I would not recommend this company in any way! After 2 failed delivery dates where I was waiting for my new bike. I finally received my order. After trying to contact customer service team they do not respond to any emails and do not care about any issues you have.

i bought an electric bike in May 2025, it was delivered very quickly. however less than 80km into using it the module system failed and came up with a E10 message - i contacted Hitway, the apologised and send they woudl send a new screen out and asked me to install, which i thought was strange, anyway i installed and it fixed the problem. then 2 days later the same error message came up, i contacted them and they said we will send out a new modular - can i replace and install - we went through the same process and the bike worked for a short time. now it has failed again with the same error E10. this time i got the following message: "Could you please visit a local bike repair shop to check where the cable issue might be, as it could be the cause of the E10 error on your display?
If it's not convenient for you to visit the repair shop, we can proceed with sending you a replacement BK17 integrated cable. Would this solution work for you? "

i seem to now be their repair shop - i have asked three times now to replace or collect and return money - neither of which has been addressed - very disappointing - i am going to leave this same review daily until HITWAY agree to return my money or send a replacement bike