Cowboy Reviews 6,394

I cancelled my order a month ago as the delivery date was being pushed further and further into the future without any notice. Still waiting for my refund! The site and their general T&C mentions it will take 14 days after the cancellation is confirmed. It is now a month! Do not buy here as it is also impossible to speak to anyone from customer service. You get a semi-automatically generated response that they are so sorry, etc, etc without any concrete information or answers.

Update 24-08: I have filled a complaint with the ECC. Would definitely recommend this for others as well

Update 28-08 I’ve just received my refund and money back.

After waiting nearly seven months for delivery, I canceled the order almost two months ago. Summer is nearly over, and I’m still waiting for my refund. Customer support is NOT available (only a chatbot). I even tried contacting Cowboy via my friend’s existing subscription and only received a quick message saying my refund was in process. Luckily, I took a screenshot of that “confirmation” because they later deleted the message from the Cowboy app.

Just to be clear: Under EU consumer law (Directive 2011/83/EU on consumer rights, Article 13), refunds must be issued within 14 days of cancellation – but Cowboy clearly doesn’t care.

I’m fairly certain they’re either on the verge of bankruptcy or already bankrupt and trying to hide it. I STRONGLY warn everyone against ordering a new Cowboy bike, and I also STRONGLY advise anyone who hasn’t received their bike yet to cancel the order and pursue a refund through a lawyer after 14 days.

I am having a very poor experience with Cowboy. I cancelled my order due to delays on 16 June and have received no money back. I cannot get through to customer support and am worried I will never see my money again.

After placing an order in November 2024 due to a black friday discount (which i was buzzing about) I STILL HAVE NO BIKE. i kept seeing the delivery date goalpost was being moved each month!! I was in contact with cowboy where i did manage to speak to an employee which she promised me it would be delivered in JUNE. i put my trust and faith into that as i was sooo excited to get my new bike..
i decided to cancel my order in july after i saw again the delivery was not met and there was zero communication! its August, i have no bike, no refund and i am absolutely disgusted with the service of cowboy. I am very upset as i trusted this company and i gave them the benefit of the doubt alot of times. its mean but true unfortunately :(.. DO NOT EVER ORDER FROM COWBOY THEY ARE absolutely awful, TAKING PEOPLES MONEY AND NO PRODUCT DELIVERED !!!! everyone is struggling - the decent thing to do is to communicate and give people their money back.

Nonresponsive customer service.

Update:
- I'm still waiting for a Torque sensor since June 2025. 3K bicycle worth nothing. I literally road the bike for the same amount of time I've been waiting for a part. How can this be, surely they should be able to supply parts and stopped scamming people into buying the bikes. Fix the issues and holt sales completely!

REGRET REGRET REGRET.....
I bought a Cowboy last July, the order never came and I cancelled in September & surprisingly got my money back. Then went into a 3rd party bike store which had a brand new Cowboy cruiser performance which (like I had ordered) and I couldn't resist, even though I knew I'd regret my purchase. It lasted 8 months before the first issue - the torque sensor broke. I've now been waiting since 12th of June for the part, which was to be delivered in August 17th (next week) and today I received an email saying its been pushed until the 30th of September. DO NOT BE TRICKED - DO NOT BUY A COWBOY!!!!!!!! YOU WILL REGRET IT, trust me and everyone else. I wish i could return the bike and get half my money back.... I don't even care.

Review:
After my 7 Aug review, Cowboy posted a generic “Dear customer” reply. No one contacted me by name, no timeline, no payment.

Recap:
• Bike purchased 28 Jul 2023; replacement supplied 18 Nov 2023 after faults.
• New defect June 2025: integrated battery/rear light failed (the replacement had other faults before this, too).
• Warranty claim 26 Jun; Cowboy said battery out of stock, no firm date.
• I dissolved the purchase on 9 Jul 2025. Refund due within 14 days was not paid (deadline 23 Jul).
• Final notice 24 Jul (grace to 31 Jul) also passed with no refund.
• Amount due: €2,789 (bike price after €250 discount). Statutory interest running since 24 Jul.
• ECC case filed and forwarded to ECC Belgium.

Cowboy then tried to collect the bike before refund. When I asked for refund first or a simultaneous handover with a signed pickup receipt and transfer confirmation, support went silent.

Please assign a named case owner and confirm a refund + collection date. I’ll return the bike once the refund is received, or simultaneously with a signed pickup receipt.

I’ll update this review if Cowboy resolves the issue.

See their response below, they are using an AI to "respond".

Let's break their response down,

All they do is apologize

They don't understand the importance if the matter.

They are not actively working to make their progress and communication better. In fact, it is getting worse.

They did not review my case.

Not even one star! Totally reliant on bots to communicate. Ordered a bike 9 months ago. Repeated delays on when it would arrive. When it did the packaging was badly ruptured and the bike was damaged! I sent it back and asked for my money back. No sign of that just prevarication and excuses. I would strongly recommend that no one ever buys or attempts to buy a bike from this Cowboy company! If they are not bankrupt yet they soon will be!! Even their response to this review was bot generated! Couldn’t make it up!!

Ive bought the bike in Dec24 (Order #289102). After numerous delays Ivw requested a refund 16th June 2025. no money, no feedback on refund... They are SCAMMERS close to get buncrupt!!!

All goes well until it does not and no one is here to help.
Got a recall on my bike months ago. Just been asked to stop riding it until I get invited to repair. But, no one is assistign to give some timeline. I use my bike to commute everyday. It'll soon be a year... and best thing is now if I have an issue riding it, it'll not be covered by teh insurane or warranty since it's been recalled! I tried to call, send multiple emails... NO INFORMATION WHATSOEVER!!!

I have waited seven months for the bike that I ordered. The bike was never delivered. Now I’m waiting for the full refund of the order that was cancelled by Cowboy bike without prior consent from me. The indicated time to process the refund has passed. No refund. Apologetic messages is all that I receive. I wish I never trusted the Cowboy bike. I am a customer not a bank where a company can take out a loan without any interest rate. Dishonest, misleading, disappointing and not providing neither the ordered bike nor the refund!!!
An absolute disgrace.

I have had this bike for about 2 years and about 7500 km now and it has been an awesome experience. I can understand some people have had issues, and while no bike is problem-free, the few times I have had minor issues Cowboy Support has helped me out by sending a replacement for free almost instantly.

It is with a heavy heart that I write this review.

Customer service managed by AI, incredibly inefficient management once you get through to a human, simple problem took a month to solve only for the spare part to be two months from delivery. This is beyond the fact that a bike ordered in December 2024 was delivered end of June 2025 due to shifting production to France.

I love these bikes, but unless you can accept that you may have to wait 6-10 months to ride one, and the customer service is very challenged, you might want to consider other brands which don’t use proprietary parts.

I received my cruiser ST in late June and unboxed in early July to find that it had a broken cockpit.

Despite following up every day for a week (by email - there is no direct contact), there was no human response from Monday until Thursday. Once a response was received, I was told there would be a speedy reply and solution. No response was received for another week. I kept chasing for two more weeks and some progress was flagged but none made in reality.

Be aware: when you write a new email, apparently they cannot track that you are the same person with the same issue…

When someone finally responded who appeared with an efficient solution of ordering a replacement part, it was managed relatively quickly over 3 days. Is it the part for my specific bike? No. Is it close enough? Sure.

At the final moment: misinformed, the cockpits are not interchangeable. A new one will be produced. 2 months of further delay.

December 2024 - October 2025; that is an insane wait time. And unfortunately the summer is now gone and I am locked into a cyclescheme which means I cannot return the bike and just have to wait here patiently. Many others would likely choose not to wait.

To cowboy: thank you for the extended warranty and theft insurance. Please sort out how your customer service works and please make sure your bikes are shipped safely…

This company is just terrible. They charged me €240 per year for Cowboy Care, but they are completely unable to provide the service. I've been trying to book a maintenance appointment for over three months. Last time, they promised it would be available again by the end of July. It's now August 8th, and still nothing.

On top of that, a month ago—after arguing with them and leaving negative reviews—they promised me a refund. One month later, I still haven't received it. In the Netherlands, refunds usually arrive within 5 working days, but they just keep lying about everything.

This has been the worst experience ever. If I could give zero stars, I would.

COWBOY BY NAME. COWBOY BY NATURE.

AVOID THIS BUNCH OF COWBOYS LIKE THE PLAGUE. STILL WAITING FOR MY REFUND MONTHS LATER.

Cowboy Bikes Customer Support is the worst I have ever experienced.

If it was possible to give a review below 1 star I would.

I paid £3478 in May and was promised delivery in June.

In the week of delivery of June, the delivery date was suddenly changed online to mid July. I was told that delivery date was definite.

Then in July it was changed to end of July. Then in end of July it was changed to August. Then in the week of delivery in August it was changed to October.

Each time it was changed, after the first time, there was no email or apology. I had to go to the 'Shop' app and find out for myself that Cowboy had just amended the Delivery date with no notification or explanation.

It means I have paid several thousands of pounds and still no bike. And no realistic sign of a bike. The entire plan of having a bike over summer has been wrecked.

Now I have a delivery date of October which will probably change in October to... December? January? February? Maybe they think its ok to keep my money for a year?

If you try to contact customer support it is just a bot that refers you to the changed delivery date. No explanation. No apology. No engagement. Communication doesnt get answered.

This feels worse than bad customer support, it feels like a scam.

Bought a bike a bit over a year ago and the company has slowly gotten awful. When I bought it there were no hickups but when I encountered an issue regarding my battery it was radio silence on their end. I used the AI bot in the app and it immediately told me to pay for a new one or to go to a service shop dispite my bike being under waranty. The partnered bike store told me they had been waiting months for batteries and bikes and told me that the company was probably going under. DO NOT BUY

Customer Service is a nightmare! My bike needs a spare part, otherwise it is unusable. Since three weeks the item is in state "shipped", but the tracking number is unknown to DHL. Any attempt to get in contact with the customer service ends up in a AI-Chat, which says "check your customer portal and come back in two weeks" Absolutly unacceptable. No chance to get in contact with a human being. Item is payed yet, nevertheless.

I have been waiting for my Cruiser bike since 2 December 2024. That is more than eight months. Customer service first offered me an extra year of guarantee on the bike, but has not responded since.

Waiting for almost half a year for a new battery.