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June 2024 by Richard Warren
I have to explain my experience with Mokwheel which is very different than the other reviews on here.
Ordering online was easy, and I even got a discount for my First Responder status. I was upset that the price dropped the day after I purchased it and Customer Support were kind enough to give me a partial refund.
The bike arrived and was relatively easy to put together. However, I had an issue with the gear set though; the derailleur had been crushed during transit so the hanger was bent along with the stop-bolts, and the shifter would not show the gear it was in.
I took photos, sent them to Customer Support and followed up with a telephone call. I was not put on hold and spoke to a really nice technician (Chad) who completely empathised with my issue and immediately sent out a new derailleur, hanger and shifter. I now have the choice to either get it fitted by a local expert or do the work myself. The great this is that even with a broken derailleur, I can still ride the bike in power mode!
As far as performance, I love the bike; it’s rugged, smooth, fast and a joy to run errands around town on or take a wee trip to the beach.
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June 2024 by Tim Presser
The only reason I am writing the review at this location is because Mokwheels must filter the reviews that go to their website. I posted a review and it never actually got posted. This probably explains why there are no reviews less than 4-stars under the Mesa Plus ST reviews on the Mokwheels website. This is another that talks about the slow, non-responsive customer support.
I ordered my Mesa Plus St in April 2024. Within 10-mins of riding, it lost all power and stopped working. I have another Mesa Plus St that I ordered in 2023 that had been awesome. During the troubleshooting that their technical support had me do, they had me use the display from the older bike to try and power up the new one. It fried my display, just like what happened to the new bike's display.
I have been waiting 6 weeks, and I still don't have parts to fix the bikes. I have not heard back from their customer support in 3 weeks.
They claim World-Class Customer Support on their website, and I can say from my experience that this claim is not true.
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May 2024 by Andreas Laux
Beware - worst experience ever!!! Hope that you do not need support, because no one will pick up the phone or call you back.
I love the bike, but it was delivered damaged and I literally had to dispute the charges when all I wanted was for them to either replace the damaged bike or send me the repair parts.
Unbelievable.
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May 2024 by Ben
**EXTREME BUYER BEWARE*""
Pray to God you don't need support if you buy their products. Support department is cantankerous, intentionally difficult, almost impossible to reach, and they will do anything, literally anything, to avoid helping you or God forbid giving you a refund. I tried to cancel the bike I ordered within TWELVE hours of ordering, before it even left their facility, and they refused. They say they will not issue me a refund unless I pay them several hundred dollars.
It is a shame that this company employs people like the ones found in their support department. Instead of simply helping their customers and creating lifetime customers they alienate people and squabble over pennies. I will never trust this company again because of these vindictive employees who are dead set against helping any of the company's customers.
There are plenty of other great bikes in this price range that are as good or better that have decent support departments. Avoid at all costs..
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May 2024 by Kenneth Stevens
Hey I’ve been waiting on the Kyesang controller for my Mesa step thru. You guys have been blowing me off I’m guessing you’re not gonna sell that part and now my bike is useless.
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May 2024 by Bob Fox
I have now tented twice at this location and I found the e bike performed well , was offered a bag and lock and excellent service at front desk
And I had two
Nice rides at the beaches in the center
The rental fees for 3 hours is very reasonable and ample parking
I’m a big guy and this brand easily handles my weight
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May 2024 by Garrett Castro
Great place and great service....!
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April 2024 by Djonyy Gomes
The battery doesn't last what they say...
it says 40-60 miles range....
I use for less than 15miles and need to charge....
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April 2024 by Logan Draga
I had been researching, reading, and watching videos for months before purchasing my first ebike. I Thinking that I found the best out there. Well, my experience has not been the best.
Let me start. I really do like the ebike. It is fun and easy to use, and adjusting the settings is easy. However, the service is crap. When I purchased my ebike, I included the $99 accessory package, which, at the time, the website did NOT state they were out of stock on the accessory package. Mokwheel does have a phone number, but good luck getting a person on the phone or to call you back. I did email customer support and received an email in 24 hrs stating that the accessories would be sent out on the date stated on the website.
That would have been acceptable if the charger hadn't failed within the first week. Again, I tried calling and received no answer, left a message, no call back, sent an email, and here 24 hrs later, no response. Currently, they have no chargers in stock, according to the website. So I have no clue when I'll be able to use my ebike again. It's frustrating to have an $1,800 paper weight sitting there unable to use.
Overall, the lack of customer service is a huge disappointment. The lack of communication is unacceptable. The lack of accessories should not be a thing. There are many more details I could go through as to why one may want to reconsider buying from Mokwheel, but I focused on the most important to me. They really need to get their act together. Otherwise, they will find themselves bankrupt.
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March 2024 by Bret Bemiller
The sales and service teams were great to work with. They are true electric bike professionals!
Thank you.
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March 2024 by Manny Garcia
Great experience purchasing an e-bike from Mokwheel’s Huntington Beach store. I had done my research on line regarding the mokwheel obsidian. I was able to test drive the bike. I immediately knew I was going to buy it. The staff at the store was excellent. If you are lucky to live in so cal, take a trip to HB to check their bikes out. I’ve had it for a few weeks and have no regrets. Just waiting for the rear rack to be available. The accessories pack was a bargain. And got a free inverter too. I have two other e-bikes. The mokwheel is a game changer.
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March 2024 by Ralph Gallardo
Very friendly and knowledgeable.
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January 2024 by Alex Buchanan
Purchased bike online, got it delivered to me in Florida pretty quickly, received incorrect manual/instructions to put bike together, tried to get a hold of company calls never went through, hours on hold. Sent email got no reply.
Now just over 2 months later and petal assist no longer works, but the throttle does, and they light chooses when it works. Still trying to get up with customer service.
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January 2024 by Reynaldo Obrero
Had an excellent experience at Mokwheel’s store in Huntington Beach! I’ve been looking into buying e-bikes for the family for quite some time. Found out they had a physical store with rentals and test rides so we had to check it out. So glad we did! Their store is located in a shopping plaza at a beautiful and convenient spot by the docks in Huntington Harbor. Store appears brand new and upon walking in, you’re immediately greeted by a number of colorful and shiny new e-bikes and accessories. Pretty blown away by the number of different models they had available. The staff went up to us immediately and were very friendly and welcoming. Not knowing too much about e-bikes aside from what I read or watched on YouTube, they helped pick out several bikes they felt would fit our needs and most importantly, our budget. One of the employees who helped us was super knowledgeable and enthusiastic about their ebikes. After giving them a test ride, we now know why! These e-bikes are impressive and are among the best in the market. Mokwheel had a special going on at the time which included free accessories and a bike rack so we were pretty much sold! The staff even helped us install it onto my truck. All in all, awesome bikes, top notch customer service, and a great value!
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January 2024 by Philip Mercurio
Mokwheel experiencing shipping delays during the holiday season
UPDATE (12232023): 15 days after purchase, FedEx states they received the item on the 12222023 with arrival on the 12242023. If all goes well, that would be 16 days from day of ordering to day of delivery.
ORIGINAL REVIEW (12192023):
Ordered an accessory from mokwheel (12082023) and received a “label created” from fedex soon after. I thought that meant the item will soon be on its way. Unfortunately, that’s where it stopped. The item continued to show “label created” on the fedex site many days later, indicating either FedEx never scanned the label upon accepting the package or the shipper (mokwheel) never sent the item to fedex yet.
I contacted fedex and was told they haven’t received the item and referred me to the shipper. I called the shipper’s customer service (1833RIDEMOK) and Chad from mokwheel explained to me that mokwheel sends all their deliveries to FedEx via an entire pallet load from Ontario so it is possible the former reasoning occurred which prevented the label from scanning. On top of that, I was told the holidays further delays shipments at mokwheel accordingly.
It is now 12192023. (11 days after purchase). The FedEx tracking number reads “label created” and still no delivery. I will update this post as events evolve.