Cowboy Reviews 6,394

⭐☆☆☆☆ Still no bike after 6+ months – and no clear communication

I ordered my Cowboy bike back in April and the full payment was withdrawn immediately.
Since then, I’ve had no proactive updates from the company – only a short message in August saying delivery was expected around September 30.

It’s now mid-October, and I still haven’t received the bike, a tracking number, or any concrete delivery date.

I’ve reached out several times on there web site, but the replies I get are vague and without real answers. For a premium brand like Cowboy, this level of service is simply unacceptable.

Delays can happen, yes – but six months without transparency, accountability, or compensation is not okay.

I sincerely hope Cowboy takes this review seriously, contacts me immediately, and ensures that I either receive my bike right away or get a full refund.

The bike is paid for, and my patience has run out.

Update:

After almost a year of waiting (order placed in November 2024), I never received the product nor a refund response in time from Cowboy, despite my formal cancellation request.

Despite multiple attempts to contact Cowboy's customer service team, I only encountered automated responses by AI chatbot and no meaningful resolution whatsoever. Cowboy only asked me for more patience (as if 1 year of patience wasn't enough)...

A filed a formal complaint with ECC Netherlands and ECC Belgium to initiate cross-border consumer protection procedures; and using all the evidence I had I filed a complaint with my Credit Card provider, and Credit Card retrieved my money from Cowboy. (Yeah, it had to go in that way)

I will share my experience publicly through relevant consumer platforms so people do not get scammed by this company. And for the people who are still in my situation to be able to get their money back.

PS: I still think Cowboy should have to pay me for the interest of 1 year as I literally lent them money without interest.

You should not use customers to finance your company.
--
Roberto Barrios

Like many other Cowboy bike users the customer service is terrible, replacement parts do not arrive with no date for when to expect them, do not use Cowboy

I am trying to get a replacement for my key bike and I don't get any answer nor update. The customer service is terrible, they are ignoring all my messages and I am literally talking with myself. I just need a key its not that hard. Also I've been trying to get service in my bike for 3 months and it was not possible, now that I finally got an appointment I needed to cancel because I dont have my key.

Purchased spare parts two weeks ago and nothing has arrived and all communication ignored #319561

Excellent communication prior to and at time of attending - clear explanation of the bikes attributes and features

Get replacement key straight forward fast response Quick to deal with problem in getting replacement

Really bad customer service experience, non response for weeks. The theft alert didn’t function well in my app. I tried to contact the customer service twice in the past few weeks. Either the staff disappeared, or no reply at all. I don’t know why it took so long to fix it. Or maybe they just can’t fix it?

This company's customer service is simply terrible. The delivery date for my bike has been postponed several times. I never received any notification about the postponements. The chatbot always refers me to the customer portal for my order. If the delivery date shown is in the past, it says that production is planned for the coming weeks and the date will be updated. I feel like I'm being taken for a ride. If you escalate the conversation with the chatbot, it offers to put you in touch with a human employee and ends the conversation. Surprise! You don't get a human employee for support. Two email inquiries have remained unanswered for months. Why should I believe that the products are better than the service? My recommendation: Don't order a bike from this company!

I bought a cruiser ST for my father (83 years), who was really happy with the bike. Unfortunately, there is a known security issue with the frame, which was promised to be fixed via customer service. We are waiting for many months now. To be on the safe side we tried to order a spare bike (>4000€) which could also not be delievered for many months, order cancellation was ignored multiple times until I involved paypal, so that got got fixed (I will not have a spare Cowboy hence unfortunately). This old bike is still at risk to fail any time. I have tried to order a few necessary spare parts today (belt, bolt, tire) which is promised to be delivered in 60 days (way too long and I doubt will happen based on experience). You cannot reach anyone, customer service is just inacceptable. With this strategy I do not believe they will survive much longer, which is a petty as the product is really nice. I would keep my hands off a Cowboy bike - there is just too much complication with them for my taste. I want a hazzle free product and whenever something is wrong, I want an option to get it fixed. I am prepared to pay, just no servive is a no go.

I love the brand and the design of the bike. It rides beautifully — smooth, stable, fun. All in all, a very good bike.

I own a Cowboy C2, now 4 years old. On a normal ride, at 25% battery, the bike suddenly shut down and the battery never came back to life. After a cool, interactive, and supportive in-app experience, I ordered a new battery for €550 on 8 May (Order #307374).

Today is 30 September 2025 — that’s 145 days (~21 weeks, ~4 months and 3 weeks) later — and still nothing. This means I couldn’t ride all summer. Delays can happen, and I’d accept that if Cowboy were transparent and proactive. Unfortunately, that’s where things went wrong.

Timeline of shifting ETAs & poor communication:

- Initially promised July (already a long wait, but okay)

- Nothing arrived; I contacted support several times on my existing ticket — no real answer

- Only after I opened a new ticket did I get a generic “awaiting stock” message, and the app suddenly showed August

- August passed with no delivery; after I chased again, ETA moved to September

- September passed; now the ETA shows November

So yes: bikes are cool, but the customer support is extremely poor and intransparent. No proactive updates, just generic replies after each missed date. For long delays like this, I’d expect compensation, a loaner, or at least personalized communication.

Cowboy, please: ship the battery immediately with tracked delivery, and offer a large discount to compensate for waiting time — and communicate honestly. I’m happy to update this review once you resolve the case. Until then, I advise potential buyers to consider parts availability and after-sales support before purchasing.

Cowboy have to be the worst company to ever exist.
They have absolutely no customer service. I have managed amazingly to have arm email from a ‘real person’ but it’s the same excuses “we’re sorry, doing the best we can” etc. ABSOLUTE LIES. You are NOT doing the best you can, maybe stop taking new orders and ripping more customers off and focus the orders you’ve already taken months ago and can’t fulfil. 5 months and still waiting for my order to be fulfilled. I don’t want and AI response thank you or an apology I want tk hear from a human and be told the exact steps being taken - DO NOT BUY FROM THESE COWBOY’s - YOU WILL REGRET IT LIKE EVERYONE WHO HAS PAID MONEY AND NOT RECEIVED A BIKE.

THEY ARE STEALING OUR MONEY BASICALLY JUST TO KEEP THE COMPANY FROM GONG BANKRUPT - YOU WILL NEVER GET YOUR BIKE.

I wanted to bring this review back to the very core of Cowboy's relevance. Hands down, my Cowboy Classic is the best and most wonderfully designed e-bike offering the best natural ride even without electricity. I have made over 5000 km in less than a year without a single problem. Self-maintenance is easy. Available parts on that level are generic and available at any store (except for the tires). I'm deliberately ignoring supply chain problems, of which I hope these will be fixed quickly and the signals are good. The spares I ordered arrived much, much faster than anticipated. My expectations have been managed pretty, pretty good. Anyway, at the end it's all about the bike. Can't live without it anymore. Really, I can't!!

Initially, things got a bit tangled with the bike delay. But then, I decided to cancel the order and get my money back. The process of getting the money back took a tad longer than expected, but everything turned out alright in the end. The conversations were always friendly and professional. Knowing the company is going through a bit of a rough patch, I’m so glad I got my money back. I’m wishing the company all the best because they make some really nice bikes. Unfortunately, I’m not part of the community.

I cancelled my order with Cowboy several weeks ago. According to their own terms, the refund should have been processed within 14 days. Despite repeated follow-ups, I still have not received my money back.

Every time I contact Cowboy, I receive the same standard response from Thomas or Yasin: “your refund is logged in our system, we’re experiencing a high volume of requests, please be patient.” This has been going on for weeks now with no concrete timeline or action.

I am extremely disappointed in the lack of transparency and accountability. Waiting indefinitely for €3098 is unacceptable. Future customers should be aware that if you cancel your order, you may face long delays and endless excuses before receiving your refund, if at all.
At this point, my trust in Cowboy as a company is gone.

I bought my bike through an authorized dealer, so I have no experience with the online sales. For me it went really smooth and I had my new Cowboy Cross in no time. And I do love it. :) Great to ride on bumpy streets (Cologne) and it just feels like "butter" - really smooth ride. The Cross is a bit on the heavy side, but it's sturdy and won't fall over easy, even with a heavy load in the saddle bag I use.

This bike is a disaster. The back tyre literally fell off, the battery failed, the saddle broke, and every repair has taken months. It’s not just unreliable — it’s unsafe.

After all of this, Cowboy promised me a refund in writing. I relied on that commitment, only for them to backtrack and suddenly refuse, hiding behind a meaningless 14-day return policy. That policy has nothing to do with faulty goods, and they know it.

Cowboy’s behaviour is dishonest, misleading, and completely unacceptable. They sold me a dangerous product, strung me along for months, and then reneged on their own written word.

This is not a company that honours its obligations or cares about its customers’ safety. Avoid Cowboy at all costs — their bikes are unsafe, and their promises are worthless.

I’ve been without a working Cowboy bike since January 2025 due to a cracked frame that Cowboy themselves acknowledged as part of their recall.

Since then I’ve faced:

Misdiagnoses (connectors, then torque sensor, then frame).

A controller returned twice to me instead of being processed.

Multiple “threads closed” by different agents on the same day (one said it would “avoid confusion,” another said he was my “primary contact”). The result? More confusion and no continuity.

I finally managed to return the part on 2 September — only by creating my own customs invoice because Cowboy didn’t provide one. UPS shows it was delivered, but Cowboy still hasn’t acknowledged it.

Generic recall emails about Paris and Brussels hubs, while UK customers like me in Bristol are left with no timeline and no interim solution (the “Swapfiets” offer is London-only).

It is now eight months since I’ve been able to ride my bike. Despite repeated chasers, I’ve had no refund, no replacement, and no accountability. Cowboy’s support system is fragmented, contradictory, and leaves customers doing all the legwork.

I will now be escalating to Citizens Advice, Trading Standards, and my payment provider under Section 75.

Worst after sale service ever ! !!
So bad
The worst decision was to trust you
My orders never arrived ! !! What a shame

They "sell" to you a replacement battery

Only after the checkout , you are notified the battery won't arrive for 3 months

When you want to cancel the order and get a refund , they don't reply. Money is gone

Shady practices

Zero customer support , Impossible to speak with a human