MATE.BIKE  Reviews 

Another a good purchase! Many Thanks for your help from Day 1 of order to last Day to receive the item. The support was spot on all the Way. Got my item and so HAPPY with it. Thanks again.

at first all went smooth, but thing rapidly changed after i received half of my order.
When contacted customer support, i took 1 week when they respond after multiple emails from me. then smooth words promised me a solution. and that they are looking into it. we keep in touch, notting again for weeks. then a different person came online, promised me the same things. and then eventually a reaction came: sorry the parts are out of stock. what a surprise. ( they weren't when i order it)
I asked for a refund, Guess what. no reaction again.
Anna came online 2 weeks later again, and said, we already shipped some parts, even when i asked to cancel my order. this part came to my house 3 weeks later, after i sent more and more emails. that i did not received anything yet. eventually a box came with a part that i tried to cancel for over 2 months, now still waiting for a refund on one parts they did not sent. its for over 3 months now i made my purchase.
I really cannot understand that such a big company makes such a big mess of their customer support, and shipments. it's really a shame.
And this is not even the worst mess they have made i read online.!

update, after i received a reaction:

I have read this reaction before on another subject.
This is exactly what they doing, they say they are working on it, and that you are being helped, but they aren't doing anything, just keep you waiting, and they take ages to react on emails,
i wanted to sent my feedback much sooner, I cave them the change the react, but this is taking way to much time for a normal cancellation and refund.

I bought my Mate 750w here in Mexico City mid 2021. I have been enjoyed every inch of this e-bike. I didn't know there were so many kinds of e-bikes on the market but mate service and reliability are very good.

Momen was extremely helpful in solving the lack of key problem for my new battery. It was useless without the way to turn it on

I bought a Mate X. It`s a super bike. It`s a huge bike, but i love it.

deliverd in 3 weeks. Nice staff, very quick response.

Recommend with love.

I received my MATE X back in July 2019. I was overall excited and satisfied with the bike. On my first ride, the hooks the fenders broke (They were so thin). Later, the battery gave up on me. We were on our own at the beginning, we had nowhere to get replacement parts. Facebook groups started forming with goal to assist users and share our experiences. I had to buy a 48V battery off DHgate, and 52V from one Facebook group (Battery Project). Later MATE made it possible us to file claims, I filed for battery and fenders and totally forgot it. Early this year, they reached out saying they were going to fulfilled/honored my claims. And BAM yesterday August 7th, I received a brand new battery, and front and rear fenders. I am a happy man right now. They dropped the ball at the beginning, but for me they picked it up. They're making things right, at least they did for me.
THANKS MATE

Got my bike in a week, and was so pleased at how easy the deliver, unboxing, and riding experience was. No heavy lifting unfold and go. Great experience. I'll be sure to recommend this brand to my friends.

I asked support at first for my MateX delivery, and i have to say i got quick answer and good following of delivery until i got it at my door.
At second, i ask for the MateX bottle delivery that should have been sent with my MateX, but did not arrive with it. My demand has been taken in care quickly too and now i just wait to receive it soon.
Both issues have been managed seriously and im totally satisfied with Mate support, they have reacted quickly and have followed these issues seriously.
Thanks Anna and Rosa for this good job !

Bought a Mate.bike from the London Spitafields shop. Availability of models was limited, but I went for something that they had in stock and buying experience was smooth. I have been riding my e-bike for a month now and I am super happy.

What a surprise. Generic cut and paste responses. I ordered the Mate X and they first said there was an issue with the order but would arrive in another week. It actually did, but then it came with no battery, no keys and no charger. There is no pandemic excuse for this anymore.

***Update. As of August 6th, No, Rosa did not resolve my issue. I was contacted by Rosa and she said a battery and charger would ship out in a week. Of course not only did it not ship out in a week in didn't ship out the following week. I was told I would receive a tracking # and for some reason I can never get a tracking number. (I have asked 5 times for a tracking). We are now weeks in with a bike I can't use and no response again after I contact support. Having customer service where you spend weeks and weeks going in circles over email one question at a time is clearly NOT the way to do business.

Here we are I have finally heard back from Rosa (who was on vacation) and now I am being informed that the coupon code can not be applied. I am at the point of canceling the battery and sending the bike back. Nothing has been received as promised, I have NEVER received a tracking number for the bike or the 4 other times I requested one for the batteries that Rosa promised was shipping out weeks ago. Rosa told me the batteries finally ship and of course she still has not given me tracking and still asks me if there is anything else she can do. YES. please apply the $440 discount code that did not work when I ordered and please give me a tracking # for the battery and charger that never came with my bike. Why is this so difficult to do?

We purchased a Mate X in August 2019. We enjoyed the bike for two years until the battery failed to charge. We ordered and paid $4,089 DKK for a new battery in October 2021 and still have not received it despite numerous attempts. It has been over 8 months.

Mate is selling alot of new bikes but has no time to service existing customers. Horrible customer service.

Ordered Nov 2020 and still no bike!!

Customer service has gradually got worse through this period of time to the point that they now have nothing to say.

Simple questions are avoided and not answered.

I received a tracking number in Jan 2022 after kicking up stink and told my bike would be delivered within 1-2 weeks only to have that tracking link cancelled.

Received a second tracking link about a month ago for a plastic fender and guess what? it’s not here either.

Still no bike as of 13 July 2022

I’m from the USA and purchased my MATE X on June 11, 2022 via their website for United States. Received the bike on June 28 but it arrived with no battery, no battery charger and no battery keys. I reached out to them via their website support page with no response. Same lack of reaction via their social media accounts. MATE has no brick-and-mortar stores in the US and I should have listened to all the bad reviews before purchasing the eBike from their website. Extremely disappointed and want to return but only have 7 days left in my warranty period.

7/12/22 UPDATE: Sent them photos of what was delivered (minus the battery, standard battery charger and battery keys) and still no resolution. Not sure what other recourse I have left.

7/20/22 UPDATE: Only after disputing the credit card charges for Faulty Goods did the MATE company respond wanting to rectify their error in failing to ship the necessary equipment to operate the MATE X. I'm requesting a return label as I no longer want their eBike. It's not worth any more time dealing with this company.

DO NOT BUY FROM THIS COMPANY!

Ordered my bike in October 2020, still no bike. Don't trust this company. They don't give any clear reason even though they sell almost identical bikes in their physical stores, and through many other stores, similarly online store claim to deliver in a week with new orders, almost identical to mine.

They make different excuse every week, then contradict themselves. Their factory closed in summer even was latest excuse - after one week before saying those very summer weeks they will be making 35+ bikes a week.

Emailed, called different stores, they refuse to phone anyone any more. Never get a clear answer to very basic questions any more about when the bike will be delivered, if they have even made and delivered any of the type of bike I ordered. They care very little about customers. Been told they are breaking several Danish (where they are based) laws with how they are operating.

Update 2022.08.04

I received my bike shortly after posting the above. The bike is ok but missing several functionalities that were major selling points of the bike. Mate had encourage to buy extras, such as lights that can plug into the system, but when I went to attach them I find out Mate did not include the necessary wiring in the model I ordered, despite them target marketing things like the lights after the purchase of the bike. Was also promised gps tracking, lifetime membership to tracking, and ability to use the Mate Connect app for this. The bike misses the essential gps code that I need to track my bike in the app. There is some functionality in the tracking but it only updates a few times a day and not at all if the bike is switched off! Mate instead of sending me the gps code just says I am being untruthful saying it doesn't have gps. The gps has a value of more than €200, amazing if they can't give the most basic information to get it to work how it should.

The bike was also meant to have smooth welds, another selling point.

With gps and no plug in ability features missing I would never have purchased the bike and I could of had an alternative with those features a year of more ago.

Nothing close to live tracking. Mate has offered to refund the lights and some compensation for all the other failings. But now they blank me and don't respond to any emails. I don't even have address or shipping info to return the lights, I've asked twice already. They talk about refund and compensation but don't ask for bank details.

It is extraordinary how much they get wrong and how neglectful the customer service is.

GPS and light, two very big failings I only discovered after I used the bike for a day. Meaning they won't give a refund of the bike. Also as it was part of a crowd funding then part of the purchase was that you are buying share of the company. Feels like the shares were miss-sold too.

So far had to write at least 30 emails chasing bike, different parts I ordered, codes that don't work, packages supposedly sent but never left their warehouse. At not a single stage does anything go to plan.

Don't trust them. At best they are incompetent and care very little about their customers. The most frustrating and neglectful company I have ever bought anything from.

After-sales assistance, flawless, as always.
Delivery times a bit long, but acceptable.

The personal was very cool and nice and the bike it’s really awesome!! Also the music in the store it’s the best

Waiting for more then 6 months for two battery replacements. Bizar how long things will take and agents keep on telling that its almost done.

*Update, i try to get in contact every day but without the desired succes. I am busy with this case since oktober 2021! ticket: 61413 and have since then multiple tickets without the result to receive my batteries! Last ticket is 69115

I have been waiting for over two years for the delivery of my bike. I have been given every kind of excuse possible. Now I am just ignored. I was hoping to give a exciting and super review of this bike unfortunately I would advise and myself will avoid future purchases and I don’t recommend buying from mate bike. I have not been offered a refund or any update to when or if my bike is being delivered. Mate bike company must have some accountability for this and so far shifting blame on all kinds of things does not make them professional.
Order 11780

Constantly informing me my bike will be delivered "next week" for the last 4 weeks when the website says "dispatch within 10 days"
Asked if it would be quicker to switch color of the bike to an in stock bike (the bike I ordered was in stock when I ordered it) or to refund the order as this bike is needed for my job.
But they are now ignoring my emails.
Very disappointing.

I contacted Mate Bikes via email for a user manual and received one straight away.