Bought a bike in 2019. Have been able to ride it a total of one day. Contacted the company many many times. No help. engine is dead. Gave it up for lost. Then they contact me asking questions I have a... See more
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Do not buy this bike - my husband's one split in half while he was doing 30-40mph causing terrible damage to his arm. He now has a metal plate in both shoulder & elbow as his arm had to be be rebuilt.... See more
Well, since I have contacted with Momen, he has given me the best service and attention ever, looking for solutions online to reach my needs no matter what. Impressive, honestly, such a grea... See more
Company replied
My experience with my mate bike is great! Not only for daily rides, but also on holidays. Last summer we travelled from Copenhagen to Bornholm with our mate bikes. We could easily take them with us on... See more
Company replied
Company details
Written by the company
MATE is a Copenhagen-based start-up. Our mission? To make the best and coolest all-around bike for any given situation.
Contact info
Landemærket 29, 1119, København , Denmark
- hello@mate.bike
- www.mate.bike
2.5
Poor
3K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I have had pleasent experience and…
I have had pleasent experience and follow ups on topics I have raised. Customer Service has improved significantly in the last few years. Keep up the good work and keep us updated on future accessories, updates and security options.
December 17, 2021
Unprompted review
Reply from MATE.BIKE
Hey Rumba,
Wow! We are super grateful you took the time to write such an appreciative review for our team.
It is very stimulating for all of us to know our best customers are having a great time on their MATE and efficient service with our customer service team. 😊
To many years with your MATE,
MATE.BIKE Customer Service
I think it's very commendable that…
I think it's very commendable that after all the delay you guys reached out all on your own and fulfilled your promise, hassle free. I had long given up on my lights but I guess better late than never, and here's my low expectation 5 start reviews.
December 16, 2021
Unprompted review
Reply from MATE.BIKE
Dear Syan,
Thank you so much for leaving this lovely review for MATE.BIKE!
We are super grateful that you are appreciating the support our team has provided you with.
Don't hesitate to get back to us anytime you need. Enjoy riding your MATE bike again soon! 🧡🚲
cable connection
I'd have some problems with the cable connectivity... -friendly support helps me immediatly with simple solutions...
December 10, 2021
Unprompted review
Reply from MATE.BIKE
Hey Frank! 😁
It´s so nice to read about the experience that you had with our lovely customer service team. 😍💕 Our technical support team appreciates your kind words.
If at any time we could be of help, please do let us know. 🚲
Have a great time with your MATE!
MATE Customer Service
Quick response and the replacement…
Quick response and the replacement charger is "in the mail".
Unfortunately Mate continues using Nunner Logistics which means no tracking is available.
December 9, 2021
Unprompted review
Reply from MATE.BIKE
Dear Lars,
Thank you so much for getting back again!
We are super grateful that you are appreciating the support our team is providing you with. We hope your charger is arriving soon. Please be advised there is a tracking link where you can follow up on, and that applies as well for items sent from our European warehouse.
Don't hesitate to get back to us anytime you need. Enjoy riding your MATE bike again soon! 🧡🚲
The response to my inquiry was prompt…unfortunately…
The response to my inquiry was prompt and helpful. Unfortunately the fact remains that I ordered and paid for a new battery a month and a half ago and it has not been shipped and there’s no updates or explanation. This is on top of the fact that the original battery only lasted 6 months. Hopefully MATE’s efforts to improve customer service will be helpful.
November 19, 2021
Unprompted review
Reply from MATE.BIKE
Dear Lindley,
Thanks so much for your thoughtful and detailed review. This is incredibly helpful. Here at MATE, we strive to provide excellent customer service and we've taken all the elements you've mentioned in your review to heart. 🤗
Be reassured we are doing our best to ship all the remaining orders as soon as possible, but there are factors out of our control such as the current shipping container global crisis. Your battery will be shipped out as soon as we will receive it, we can promise you that!
In the meantime, don't hesitate to reach out to us in case you have any questions.
We wish you all the best Lindley!
MATE Customer Service
Great customer service
I faced some dysfunctioning with my Mate X bike and I must say that the customer service is great!
I received prompt help and advice which makes my experience very satisfying despite the inconvenience of the technical issues.
November 19, 2021
Unprompted review
Reply from MATE.BIKE
Hi MATE
Thank you so much for taking the time and leaving us a review! 😍
We are happy that you are satisfied with our services and hope you and your MATE are re-connected now!
Enjoy your rides and all the best 🧡
Your MATE Team
I received constructive suggestions…
I received constructive suggestions that will help improve my Mate experience
November 18, 2021
Unprompted review
Reply from MATE.BIKE
Hi Ken
wow, thanks a lot for your feedback - it made our day 😍
Please do not hesitate to reach out again whenever you have further questions. We will be happy to help 🤗
All the best and enjoy your rides! 🚲
Your MATE Team ❤
Don’t buy Mate bikes they’re made of…
Don’t buy Mate bikes they’re made of paper!
Mate’s paper answer, as usual.
Do not buy Mate bikes they are made of paper and the same for after sales service, also made of paper.
N'achetez pas des vélo Mate ils sont en papier !
Réponse papier de Mate, comme d'habitude.
N'achetez pas des vélo Mate ils sont en papier et pareil pour le service après vente, en papier aussi.
November 17, 2021
Unprompted review
Reply from MATE.BIKE
Bonjour Tristan,
Merci de nous partager votre expérience. Soyez rassuré que nous attendons avec impatience de recevoir le contrôleur en stock dans notre entrepôt aux États-Unis, afin de pouvoir vous l'envoyer au Japon.
Nous comprenons que cela fait longtemps que vous attendez de recevoir votre nouveau contrôleur, mais soyez rassurés que dès qu'on le reçoit en stock, vous serez parmi les premiers à le recevoir. Malheureusement, nous ne pouvons pas accélérer le processus de production des contrôleurs.
Merci pour votre compréhension Tristan.
Nous vous souhaitons le meilleur!
L'équipe de service à la clientèle MATE BIKE
great support
Unfortunately, the bike was not available.
Fast and friendly support.
The money was repaid without hesitation.
November 13, 2021
Unprompted review
Reply from MATE.BIKE
Dear MATE,
We are super happy that our team was able to provide a quick and efficient customer service! 😊
Of course, we would have liked you to keep your order until you received your MATE bike and try it out. Hopefully, this will happen soon in the future, so you can get to live the MATE experience. 🚲
Have a lovely week,
MATE Customer Service
Battery
I have ordered a replacement battery for my Mate X. Unfortunatelly the waiting time is approx. 4 months, so after few days, I placed a request to cancel my order, because I do not want to wait that long time. I have found an other place to order the originally battery for Mate X. (fatdaddy.dk) This was not a bad experience for me, I do not even want to complain about anythin, I am not upset at all, but just please work on to make the waiting time shorter, because I feel like even a month is too long, not four. Thank You. :)
November 12, 2021
Unprompted review
Reply from MATE.BIKE
Dear Szika,
Thank you for sharing your experience with us. Please be advised that there is a global container crisis that is out of our control, and we are doing everything we can on our side to accelerate the process. We want the best shipping process for our lovely customers.
We wish you exciting times riding your MATE BIKE and talk to you soon!🚲 🌈
All the best,
The MATE team ✨
Helpful customer service and replys fast
Very helpful customer service and they are fast to reply and were able to solve my problem
November 12, 2021
Unprompted review
Reply from MATE.BIKE
Hey Amjad,
Wow! We are super grateful you took the time to write such an appreciative review for our team.
It is very stimulating for all of us to know our best customers are having a great time on their MATE and efficient service with our customer service team. 😊
To many years with your MATE Amjad,
MATE Bike Customer Service.
A very nice experience to deal with…
A very nice experience to deal with MATE costumer support - they are really supportive and fast in their reply - well done MATE
November 12, 2021
Unprompted review
Reply from MATE.BIKE
Dear Henrik,
Thanks so much for your review! Happy to hear you had a nice experience with the MATE BIKE team - we hope you will have an amazing time with your bike <3
All the best,
YOUR MATES
They always have helped me
They always have helped me, when I need it. Thank you
November 12, 2021
Unprompted review
Reply from MATE.BIKE
Dear Giovanni,
We are grateful for your appreciation! Thank you for leaving such a nice review for MATE Bike!
Don't hesitate to get back to us anytime you need. We wish you many happy times riding your MATE Bike!🚲
All the best,
MATE Bike Customer Service
Love the bikes
Love the bikes! Very well built, good speed and handling. People love to comment on them and ask about them. Our batteries died but Mate Bike did a great job with our warranty claim. Customer service was on top of it. I had to send some videos of the voltage being tested, but it went smoothly. We bought the bikes in the very beginning of the them starting, so I imagine they have figured out a better battery supplier.
November 9, 2021
Unprompted review
Reply from MATE.BIKE
Dear Kenny,
We are thrilled that our technical team met your expectations and that you had a great experience with our customer service! 😊
Thanks a lot for your positive feedback, you really made our day! Having customers like you is a real pleasure for all our MATE family.
We wish you all the best and an exciting time with your MATE 🚲
Gratefully,
MATE Customer Service
Great Help
Mila and team have been great in assisting my needs and questions in a very timely fashion! We are across the globe from one another but feel like I am getting in country support! Appreciate y’all! Thanks again!
November 5, 2021
Unprompted review
Reply from MATE.BIKE
Dear Zach,
Thank you for taking the time to write your lovely feedback. It's easy to be a professional when you have clients like yourself. 😊We are super happy you are as excited as we are about MATE BIKE!
If at any time we could be of help, please do let us know. 🚲
Have a great time with your MATE bike!
MATE Customer Service
Couldn’t be happier!
To say that we’re happy with our 750Mate’s is an understatement. The build quality exceeded my expectations and riding these bikes is very exciting!
The tires allow us to ride on dirt trails and as long as the dirt isn’t too soft nothing stops them. They’re quiet, powerful and the most fun we’ve had in years!I suggest ordering them with all the accessories… all are well worth the extra cost.
November 1, 2021
Unprompted review
Reply from MATE.BIKE
Dear Mark,
Wow, your comments are much appreciated by all our MATE team! We are super happy that our bike met your expectations and that you had a great experience with our customer service! 😊
We wish you all the best and an exciting time with your MATE 🚲
Have a lovely week,
MATE Customer Service
As much as I hate wasting more time…
As much as I hate wasting more time with you MATE.bike….people have to know, you have to know that your promises are fake! As you said couple of days for the refund to be processed to me it means two days….one week gone since you said so…9 weeks gone since I asked you the first refund’s request.
Please instead answering back to me to refer your replies I insist for you to have a look properly to my 10 reviews…please read those reviews properly and answer me back with a screenshot of the processed refund…the only good thing left for you to do!
…and again 1 star to you only because I can’t give you less than that.
AGAIN PLEASE REFUND ME…2 months and one week since my first request was applied (9weeks!!!!)….you answered that time saying you needed 10-15 days….again 9 weeks gone.
Have a great day while you are still holding my money.
November 1, 2021
Unprompted review
Reply from MATE.BIKE
Dear Giacomo,
Thanks for your new review about us. We understand your frustration, but we did our best to update you every time and stay in touch.
On Friday the 29th of October, your refund was issued, so you should receive it very soon. Usually, it takes up to 2 weeks for the money to get back to your account.
Please don't hesitate to reach out to us in case you have additional questions or comments. We are there for you, and we hope you feel better soon.
All the best Giacomo,
MATE BIKE Customer Service.
night & day - MATE
well, pandemic times are really a new chapter of worldwide experience!
through this, it is very important to stay in contact, tuned & therefore communication is the key.
'study the past if you would define the future'(Confucius)
so, let this bike be OUR (night & day) MATE 😉 you & me @ order: 121499
October 29, 2021
Unprompted review
Reply from MATE.BIKE
Dear Don Nikito,
Thank you for taking the time to write your lovely feedback. It's easy to be a professional when you have clients like yourself. 😊We are super happy you are as excited as we are about MATE BIKE!
If at any time we could be of help, please do let us know. 🚲
Have a great time with your MATE bike!
MATE Customer Service
Friendly, prompt, generous customer service
My customer service experience was great. I had an issue with my battery not charging. Mateus helped me diagnose the issue and promptly arranged to have a replacement shipped. And he was friendly and helpful through the whole process.
I already loved the bike. It's great that the aftermarket support is fantastic too
October 28, 2021
Unprompted review
Reply from MATE.BIKE
Hey Jordan! 😁
It´s so nice to read about the experience that you had with our lovely customer service team. 😍💕 Mateus appreciates your kind words.
If at any time we could be of help, please do let us know. 🚲
Have a great time with your MATE bike!
MATE Customer Service
Fast and friendly answers to questions…
Fast and friendly answers to questions regarding accessories and delivery of the bike.
Very nice contact.
Hope the bikes arriving soon.
October 28, 2021
Unprompted review
Reply from MATE.BIKE
Dear Biker,
We are super happy that our team met your expectations and that you had a great experience with our customer service! 😊
We wish you all the best and an exciting time with your MATE 🚲
Have a lovely week,
MATE Customer Service
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