Cowboy Reviews 6,394

WAITING ON SPARE PARTS SINCE MAY!!! Worst customer service ever. My bike starting having issues with the connectivity so I brought it to a connected store. They said I had to wait 10 weeks for the spare parts. This was in May, it is now december and i havent had any updates. I called numerous times and chatted with employees but nothing they could tell me.

Please don't buy these bikes or the care package. It's been over 6 months and they still haven't done a proper bike service despite me having paid for Cowboy Care. My bike is now too dangerous to ride. Spare parts like brake pads are not available.

Appalling Bike

My bike was sold with a welding problem that the UK government put a stop ride order upon in May 2025. Legally cowboy are required to fix it within a reasonable timeframe.

They have yet to offer any date to do so. All you get is Ai written text delaying things. The company are so bad at customer service. They continue to refuse to refund a subscription package whereby I have paid for maintenance care despite the bike being unfit for purpose.

It’s impossible to get anything from them. There are no spare parts so you can’t even pay out of pocket.

The CEO has had to resign due to incompetence.

I highly advise that you avoid this company. I suspect they’ll rebrand to a different name as the reviews speak for themselves

The bike works great. I have a Cowboy 4 and it still rides like a dream. However, I also have paid for Cowboy care for regular maintenance where a bike guy comes to my home to service the bike. That was all great until the last quarter of this year. It's impossible to book an appointment for a service I have paid in advance for. They basically say that all appointments are fully booked in Amsterdam for the coming month. Well it's been like that for the past three months.

Very helpful courteous and punctual sales attendant in Abdel .bikes very good albeit overpriced i feel so this will put a lot of people off who just cant afford to go the extra. But if u can afford to be extravagant then the bikes are lovely.

They take your money and do not respond. Do not buy anything from Cowboy, please take advice and save your money!

Appalling customer service, unusable £3,000 bike

I am extremely disappointed with Cowboy and would strongly advise anyone considering one of their bikes to think twice.

I paid £2,400 for my bike. The battery failed, and I was forced to buy a replacement at a cost of over £400. Due to Cowboy’s supply problems, I’ve waited six months for the battery, still no sign of it. I’ve not used the bike for 8 months. During this time, Cowboy stopped responding entirely, no emails, no updates, no meaningful communication. There is effectively no way to contact them once something goes wrong. It’s All chat bots.
They don’t care.

To make matters worse, my bike was included in a frame recall. Cowboy has admitted the fault, yet repairs are being prioritised based on how much riders use their bikes. As a result, my bike is at the back of the queue, despite being unsafe and unusable through no fault of my own without a battery. 8 months with a useless bike. Literally useless!

I now own a bike that has cost me around £3,000, is completely unusable, and cannot be sold due to the recall. Cowboy has my money, I have a defective product, they can’t supply a battery I paid for already and they will not communicate.

This is not a premium experience, it is abysmal customer service, poor after-sales support, and a company that appears to disappear when serious problems arise. A high-end product demands high-end support. Cowboy delivers neither.

I regret this purchase and would not buy from Cowboy again. Avoid them!!!

Terrible quality bikes. They look nice, but that’s about it. We’ve had ours for a couple of months, and it’s spent nearly half that time collecting dust because it hasn’t been working properly. We’re now waiting on a replacement part that they don’t even have in stock. They told us it would arrive on November 1st, it’s now mid-December.

Do yourself a favour: avoid this company and buy a proper bike instead.

UPDATE 1:

It is now January, and they still do not have the required part. This was their response:

“The replacement part is expected to be back in stock by MARCH at the latest, and as soon as it arrives we will prioritise your repair so you can get back on the road as quickly as possible.”

If they manage to obtain the part in March, we will have owned the bike for nine months, during which it has been unusable for seven months. We therefore emailed them to state that we no longer want the bike, as March 2026 (six months after the fault occurred) is not a reasonable timeframe for a repair.

This was their reply:

“we must clarify that we cannot accept a full refund for the bike at this stage, as it is scheduled to be repaired shortly. The repair will address the defect, ensuring the bike is fully safe and functional.”

Please do yourself a favour and avoid this company.

UPDATE 2:

Cowboy is now even attempting to sidestep the Consumer Rights Act by pretending they still have a right to repair, despite a second fault already occurring. They’re selectively interpreting the law to prolong the process, offering another repair with a 4–6 week delay instead of issuing a refund, clearly hoping we will give up or accept inconvenience rather than escalate.

Quick and fixed!

I know some people have been upset with the company, but I genuinely enjoy owning a Cowboy bike 3 years later. When the news about the recall broke, I was scared, because everyone was saying that it was the end for Cowboy. Well, my experience has been very smooth. My bike was fixed within 6 weeks, and the team got back to me because my battery slot needed adjustment - I am getting a free service. Also, Cowboy personally checked on me when I was in an incident with a car. I know times can be tough but I am grateful to have Cowboy as my bike

Got the cowboy classic for 2 years and enjoy it. I had a brake issue recently (same one was fragile) but the partnered repair shop Panache in Paris fixed all properly and check beyond the ticket request, that's a great service experience thanks!

I had a frame issue with my model that required a recall. Cowboy provided flawless service from start to finish. They not only replaced the frame for free and performed a full check-up on the bike, but they also pulled off a logistical miracle.

I had moved to Lille in the meantime, and they managed to coordinate getting my bike from Paris all the way to my new address in Lille. It was a true 5-star, door-to-door service (pick-up and drop-off right at my home).

I know the company has faced some challenges this year, but seeing this level of resilience and dedication to the customer is impressive. It’s a great company with an amazing team. Huge thanks and kudos to everyone involved!

Anyone in the UK please don’t be taken in by the Cowboy website. Not one word of it is true. Read the reviews here before yo throw your money away. My daughter is still trying to get a refund they agreed to because the bikes have been recalled as dangerous . I don’t want anyone else to lose money on this scam.

Love the bike, but horrible support. Good luck when anything breaks. Can’t call anyone, I get redirected to chat. No one replies to any of my chats, I just get a chatgpt generated answer every time.

It seems that I'm one of many who have been disappointed by Cowboy. My experience of their "service" is as bad as most of the reviews suggest.
I paid £3,470 for a Cowboy Cross that wasn't delivered and after several months, I'm still waiting for a refund and I don't expect to ever get it back. Unless I follow the lengthy process to get a court judgement against them in Belgium, it is unlikely that Cowboy will refund me any time soon. I'm in the UK.
After some research, it is clear that they massively oversold their bikes with no realistic possibility of being able to deliver and are now holding on to our money because they can't afford to refund all of us. If they did, they would go bankrupt.
If you type in to Chat-GPT the following question, you will get a full and complex answer why:
What is/are the most likely reason/s why Cowboy is so slow with servicing/replacement parts and refunds, taking into account Cowboy’s perspective and factoring in operations, cash-flow, etc?
Added to the answer that you will get to this question, the fact is, it seems, if you are based outside Belgium, it is a long, complex process to make a claim against Cowboy SA, meaning that most of us will probably never get our money back. Cowboy obviously is aware of this and is probably more interested in paying its investors than fulfilling its obligations.
There is also the matter of bankruptcy, which it seems, is quite likely. If any of you can make a claim against Cowboy SA, do it now! Otherwise, they won't refund you, in my opinion. Good luck!

I’ve had my Cowboy 3 in repair for over 11 months now, and I still don’t have a working bike. For almost a year I’ve been stuck without the product I paid for, and Cowboy’s handling of this has been so bad that it genuinely feels like a scam from my perspective.

I paid for delivery, a warranty extension, and a technician visit, yet now they say the only way to get my bike repaired is if I bring it to Ghent myself.

They have the parts in Ghent, but won’t ship them to Germany to finish the repair here.

During these 11 months, I’ve had no replacement bike in germany, no proper solution, and no compensation for all the extra travel and inconvenience.

It gets worse:

They have lied to me multiple times and ghosted me repeatedly. There were long stretches where they just stopped responding.

It got so bad that I had to open new tickets pretending to be a new customer interested in buying a bike, just to get anyone to answer me again. Once they realized it was about my existing case, the responsiveness dropped off again.

At one point, they offered me a refund, which I accepted – and then they immediately denied it.

My case has passed through more than 10 different support agents, and every time someone new replies, it’s obvious they have no idea what’s going on or how long I’ve already been waiting. No one seems to take ownership or even read the full history.

All this time:

I have no bike in Germany, despite paying for it and paying extra for service and warranty.

Cowboy refuses to cover any travel costs or offer meaningful compensation.

They don’t take responsibility for the fact that their repair process has dragged on for nearly a year.

In my opinion, this is unacceptable, disrespectful, and deeply unprofessional. The way Cowboy has treated me makes me feel completely cheated: I paid for a premium product and premium service, and got months of stress, broken promises, and no bike instead.

If you’re considering buying a Cowboy bike, be very careful. As soon as something goes wrong and you need support, you might find yourself in the same nightmare I’m still stuck in after 11+ months.

Cowboy is not a trustworthy company anymore. I was a big fun of the bicycles and many friends bought bicycles but not any more. The customer support made me order parts for which I paid almost 800€ and so far nothing has been delivered. I am trying to cancel my order but nothing, no response from anyone. And the funny thing is that these parts are not needed. Really what am I supposed to do to get my money back?

I bought a bike 1/12 2024 - a year ago. Still no bike, despite reaching out to them. I also filed for a refund which has also not been issued. I have now reported them to the police.

Horrible customer service. Had to pay for my own belt and brake pads and was promised a refund. Almost three months later I’m still waiting. All I get is the same excuse over and over that I have to be patient. Payed for Cowboy Care, they stopped the service whilst I already paid for a year, was promised a partial refund as well… and guess what? Never received anything.

And don’t get me started on the frame replacement…

My patience and understanding is gone and I want to warn other people.

Came way to late and kept postponing it.