ADO E-Bike  

I purchased an ADO air carbon for £1600 and after one weekend the wires in the frame became exposed and it would not close. I contacted them by email, chat and WhatsApp. The customer services team are slow to respond and when they do they do not complete the chat. I am still chasing to have the bike returned and a new one sent. Very poor service considering the price of the bike. I do not trust them at all.

Ado e-bike are superb at customer service. I purchased a bike from them last year which i’ve been very happy with so far. They wrote to me a few weeks ago and told me that they’d like to send me a cushion for my seat. I was really happy to hear about this as it’s definitely an improvement. I was sent the seat free of charge! If you’re looking for a fold up bike consider ado e-bike. You wont be disappointed. Both the product and the customer services are very good.

Really good service! My engine had a malfunction and they send me a new one immediately! Really love this bike and nice to know that if something is wrong they are there to solve the problem aswell! Thanks alot!

Nice new brand saddle for free - best Team ever! Thanks Lin 🙏🏼🥳👏🏼

Highly recommended- fast communication if there are any issues.

I am delighted with the customer service! I bought my bike 2 years ago—great bike—and now they offered me a new and better seat plus seat cushion for free! Even delivery was free.
That's what I call great customer service.

Really good service. Quick and in time!
Response to an inquiry comes very promptly.

I recently had two bikes returned to ADO. One that I purchased and the other a replacement for the defective first one. The second one was also defective. I was told that my money would be returned within 3 days of them receiving the bikes. Lin was their main support representative who I have been dealing with. He told me in an email that my money would be refunded within 3 business days of receiving the bikes.

They picked up the bikes on July 18th from my home in Japan. It is now August 3rd. So a little over 2 weeks has passed and no refunded money nor response from ADO.

I believe Lin deceived me again just as he did in my past dealings with this company. I posted two previous reviews about this company, which have for a vague and unknown reason, been taken down by Trustpilot.

Do not trust ADO bikes if you live in Japan!

There service really sucks I was an expecting from them literally not even worth of recommendation. Only will give them one over five stars

Bought ADO A20. Multiple issues, firstly the tube of the rear wheel had to be replaced few months after use, then had to change it almosty monthly until I changed the tyre which was the problem. The Motor hub has a very fragile cable which caused problems until it eventually stopped working. Not easy to fix in UK as no stores except in London. Had to buy a different rear wheel which was cheaper and seems to work well.

the help and support i recived during my struggle to understand how to use the app was brilliant i cannot praise the team highly enough what a great company with great products i would recomend you to all

I only ordered the pro 20 because the website stated it was in stock and would be shipped in the next 1 to 2 days. nearly 5 days on the responses to my emails have been patchy and unhelpful. I have requested to cancel and refund my order but this was ignored. They just confirmed shipping and gave a bogus tracking number that doesn't exist.

Feedback on ADO Air 20 Purchase – Extremely Disappointing Customer Service

I purchased the ADO Air 20 in November 2024, but the bike I received was not the correct model — it appeared to be a mix between the ADO Air 20 and another version. I decided to keep it to avoid the hassle of returning it, but the problems just kept piling up.

Here are the issues I faced:

Wrong bike delivered: A hybrid of the ADO Air 20 and another model.

Torn seat: Arrived damaged. Customer service promised a replacement, but it was never sent — still unresolved.

Battery lock: Had to purchase separately, but it does not lock at all.

Magnetic wheel lock: Intended to hold the wheels together when folded, but it constantly falls apart.

Battery life: The battery drains very quickly, even with light use.

Missing tools and assembly parts: Tools, nuts, and bolts were missing — I had to source and sort everything myself.

Assembly issues: Frame holes were misaligned, making the setup difficult.

Display errors: The display showed constant error messages — a replacement controller was eventually sent.

Incorrect mudguards: Wrong ones were sent separately, but the correct ones were eventually resent.

Inconvenient delivery process: Accessories and parts were delivered in multiple separate shipments, requiring me to be home several times to receive them.

Slow and inconsistent customer service: Long email exchanges with little follow-through. Most issues were resolved by late December 2024 — except the seat, which was never replaced.

Injury and downtime: I had a road accident in January 2025 and couldn’t use the bike for over six months. I’m now unsure whether the battery is still functional.

In summary, the experience was frustrating and disappointing. While some issues were eventually addressed, the poor product quality, fragmented shipping, and unreliable customer service left me with unresolved problems and a lack of confidence in ADO. I cannot recommend this company based on my experience.

Ik heb in juni 2023 een Ado Air 20 gekocht in1e instantie ging alles goed. Na een maand of 6 leverde accu Samsung problemen op. Volgens de helpdesk van ADO was dit allemaal binnen de normen. De performance van de accu nam steeds verder af, was op een gegeven moment na 15 KM, rond de 3.000 KM., nagenoeg leeg, ik heb begin dit jaar een nieuwe accu gekocht. Begin mei van dit jaar is de linker trapper afgebroken. Dat mag nooit gebeuren. Ik heb er een flink lid teken op mijn linkerbeen aan overgehouden . Ik heb nog niet alles vermeld, dit lijkt me genoeg.

ADO Ebike heeft mijn klachten serieus genomen, in december is ADO Air 20 opgehaalde en naar ADO Duitsland gebracht en daar de fiets gerepareerd zie de resulataten waarvoor mijn dank:
Zie mijn email ADO in het Engels:
Test Results (Air 20 after repair)
• Battery: after 58 km, ~10% capacity remained (before repair the battery could not be recharged).
• Commute distance: before repair 4.2 km one way → now 4.9 km one way.
• Average speed: before repair 18 km/h → now 22 km/h.
• Electronics: nearly all components except the motor have been replaced, which has had a significant impact on performance.
📓 Observations
• The battery now appears more stable and efficient, with better utilization of capacity.
• Distance measurement and speed have improved, likely due to firmware updates or sensor recalibration.
• With the extent of replacements and my detailed benchmarks, I feel I have effectively been acting as a test rider for ADO.

Worked great for a year. Now 4 tube change - 1 full tyre change and the front folding system is loose but does not fold.
Really disappointed with it

I had a small problem with a flickering battery button light. After contacting ADO via email, I was immediately sent instructions to send my battery (free of charge) to their maintenance center. After analysis, ADO explained that they considered repair but in my case the BMS was faulty. So they suggested replacing the battery with a new one under warranty. I feel they really helped me out in a professional way.

I bought two bikes from them a few months ago, and I really love them. First off, the materials are great and you can tell they’ve been put together with care. The packages arrived quickly and were really well packed.

What I really want to highlight though is their customer service. I had a small issue with one of the bikes and needed a replacement part sent to Milan, Italy.

ADO support asked me for some info to figure out how to fix it, and then we had a few back-and-forths. They even found and recommended a workshop in Milan, which turned out to be super helpful!

Honestly, their responsiveness and efficiency are, in my opinion (and I’m not exaggerating), second only to Apple :)
And I’m saying this as someone who often shops online — I’ve dealt with plenty of customer services, but the way they replied quickly and clearly every time really made the difference.

The issue was just a one-off and got sorted out. Overall, a really smooth and positive experience.

Pedal broke after using bike twice sent back and loss 15% of what I paid ,there product broke and I'm out of pockets .I'm luck that I wasn't in accident when it broke

The worst customer service I've ever received.
- The bike broke after a few months
- After months of back and forth over emails, my bike was collected. Another long wait and it was returned- still broken.
- I was promised my bike would be collected and that I'd be sent a new one. An email chain of 70 emails back and forth, continuous failures and I still haven't received my new bike and my old bike is waiting to be collected.
- Their customer service is very odd- numerous long emails apologising for their failings, promises made, no action.

I have been a happy ADO bike user for several years now. Few weeks ago I lost few parts from the front axle during my ride. It was probably due to me not tightening nuts properly when changing brake pads a while ago. Parts that I lost proved to be difficult to replace since they didn't match anything that I could find from local stores.

I emailed ADO about my problem and after some explaining they offered to send me spares they found free of charge. I was really impressed with their helpful attitude to support me even though my bike is several years old at this point. Very happy customer here!