Bike is good but missing front lights for almost 3 months. Terrible customer service. Just need the light or the refund. Sent almost 10 messages with no replies at all.Bought 2 and still waiting on the lights or answers.....
Review by Rickyboy2 weeks ago
If I could give 0 stars I really would have. After over a year of waiting, countless pieces of misinformation along with some blatant lies from the mate team, coupled with the ever-growing list of problems users were encountering from broken chargers, broken forks upon delivery, broken motors, screens malfunctioning, screws falling out of the bike, punctured tires upon the first use and so on (check the mate bike backers forum on facebook if you want to see the extent of how bad it is).
Anyway a year of waiting and watching the drama, anger, frustration of the backers and users being dealt with by silence, denial and further misinformation from the mate team I finally decided to cut my losses and get a refund. It took over 5 weeks, over 20 emails, plus speaking to mate staff in the facebook group. (during this time I was told numerous times I would be receiving my refund immediately) I finally did get it back well at least 92% of it as mate refused to refund the full amount as I needed to pay for the banking and charges.
I am happy that I never received this bike, however, I am very upset that mate could not deliver on what they sold to us with the initial campaign marketing video. What they showed us was a great value, gorgeous e-bike packed full of features for a good price. What they ended up delivering was a below standard potential death trap (if you could get it going).
The only reason I am writing this is to offer a warning. Buy this bike at your own risk. You may get a decent one with no problems ( I do believe these exist), however if you get a bad one, expect poor customer service, long delays, and much frustration as you try and get mate to rectify the situation.
Steer clear is my opinion.
Review by Fozzer2 weeks ago
Great bike and well worth the wait. I have used the bike for about a month now and are very happy with my choice.
Works great, I went for the big motor, and upgraded battery along with hydraulic brakes.
The rear damper/shock is not up for the task in my case so I had to replace it as it was bottoming out on bumps. Easy and cheap replacement. But for some people it works great so i guess might be different batches of rear shocks
Review by Taejepp2 weeks ago
Fantastic bike. Value for money comparing to other e-bikes with the same kind of specs.
Review by Aiofe Vijge3 weeks ago
The bike is great until it stopped working suddenly. I sent an email to customer service over 2 weeks ago asking for help to fix the bike but I haven't heard from them since.
Review by Siderite3 weeks ago
It was a long wait, but it was well worth it. The bike I received is exactly what was promised.I’ve only done short trips to date, and am very happy with the performance, the braking, and the overall appearance. Thank you Christine , for quickly replying to all my queries over the past year. I trusted you and that trust was not misplaced.
Review by Flowerboy Doibhlin3 weeks ago
It is a Cool bike.
Bought mine via Indigogo and unfortunately delivery took a very long time, partially the company's fault. The bike itself is very cool and nice to ride. Cannot say anything on the battery or durability yet. Some components are of significant lower quality but given what we paid I think the bike was worth the money.
Review by Withy Benegas1 month ago
Der Versuch über Paypal aus der Bestellung wieder herauszukommen ist ab heute gestartet.
Das bike war für Mitte September angekündigt. Nun soll es im Februar 2020 kommen. (O-Ton siehe unten)
Dem zur Zeit auf der Internetseite angekündigten Lieferversprechen für Dezember 2019 würde ich nicht mehr vertrauen.
Schade... hatte mich sehr auf das bike gefreut und ein Startup zu unterstützen war mir sogar etwas mehr EURO Wert.
Eine bisher perfekte Alternative mit sehr sehr ähnlicher Ausstattung habe ich mir bereits gekauft und es fährt sich prima.
Welcome to the MATE family!
We are overly excited by the increasing interest in our MATE X model and are currently working hard on preparing and shipping all our Webshop pre-orders as fast as can be.
Unfortunately, due to high demand your MATE X order model cannot be fulfilled until February 2020.
We are very sorry for this inconvenience.
However, we do know how eager you are to receive your beast, so we'd like to offer you the option to switch from MATE X - Batterie neu : 120 km | 75 Miles- Power : 750 Watt- Farbe : Subdued Black- Bundle : No Bundle to one of the following models* that are already in Europe clearing customs and could be delivered within the next few weeks.
MATE X - Battery new : 120 km | 75 Miles- Bike Power : 750 Watt- Colors : White Ice- Bundle : No Bundle
MATE X - Battery new : 80 km | 55 Miles- Bike Power : 750 Watt- Colors : Dusty Army- Bundle : No Bundle
You also have the option to wait until February for your original order.
*We have limited stock and will process changes on a first come first served basis.
Rest assured, this doesn't affect your MATE X accessories :)
Whether you'd rather wait for your original order or chose one of the given options, make sure to let us know by replying to this email!
We are looking forward to hearing from you and wish you a great day!
Review by Sueeln1 month ago
the bike is a load of fun, very stable and good feeling to ride. just ordered more parts to be prepared for the rainy season
Review by Raoufa Derrow1 month ago
Despite the long wait I'm very satisfy with the 2 bikes I ordered 1 years ago. I can understand the hard work needed to start a compagny with many unpredictable variable. Now Mate need to work on customer support and communication I think they have a great product at hand.
Review by DrDavidM Rutana1 month ago
I should give a zero star rating, but 1 is the lowest available option.
I was promised a full refund when I indicated on the Indiegogo forum that I lost all confidence in the crowdfunding campaign. After I requested the refund, I had to push very hard to get the actual payment.
It turned out to be just 92% instead of the promised 100%. They also charged a ridiculously high transaction fee. Then the customer service simply ignored me, and Mate simply deletes my comments on Indiegogo.
Review by Isyaku1 month ago
Solid e-bike, could use more development and QC. The motor in my Mate-X is a Bafang 750W which gives great, reliable acceleration. It's a foldable bike, but the weight of the bike itself, with battery, is about 70 pounds or so, so folding and lifting it is a bit of a chore. But it's there and it does fit in your car, so there you go. I have had no major issues with the rear suspension "bottoming out," although it does. But since I don't use it for extensive off-roading, what difference does it make? They could do a much better job with assembly instructions and quality control (QC), too, and my bike was missing the headlight/horn on delivery, but 6 months later, they did send me one in the mail (although, again, I had to rely on fellow Mate owners to install and connect it). So, everything does work, I do enjoy the ride (after replacing the seat with a Bikeroo wide seat), and it does turn heads. It is worth what I spent on it as an Indiegogo project, but not more.
Review by Fhadz1 month ago
The bike is very good. A sturdy workhorse, well engineered and designed. Congratulations on a great product! It is bigger and heavier than expected...I don’t know if lighter alloy or design could be possible for next generation, albeit at higher cost? 8 gears are excellent! Power assist is smooth. Power cutoff when braking is great. Plenty of power for steep hills.
Some delivery hiccups (no smooth tires I’d ordered) and rear light doesn’t fit on rear rack accessory without pinching connection cable necessitating rack modification by Dremel. Also there’s a signals and horn control but nothing to connect to it. Also no front light. Also charger not supplied with US plug. I’m sure these will be sorted out by customer service. It was a LONG wait but worth the wait!
Thank you for a great product!
Review by Sunile1 month ago
This 5 star review is 99% for you.
Mate created a great bike, sturdy, FAST, foldable, a true beast and most important, it's a fashion icon. Those bikes out in the wild turn heads from cyclists and pedestrians to drivers and bikers. Basically everyone will look at this bike because it is a beauty and a beast 😉. Christine Vardaros is one of the best employees a company can hire for customer service. This woman is a workaholic. ANY company will be lucky to have her. Now back to Mate. This is a small company that has been growing little by little and stumbling throughout this journey. Mate is the perfect example of over-promising & under-delivering. Don’t get me wrong the bikes are amazing everyone that got theirs are happy, but some parts that came with it are not so amazing and some customers got different components than others making the process a bit unfair. Mate is not really transparent and when they are it’s exactly with the wrong information for example ”delivery timeline”. The main thing that makes me not like this company is that they emphasized so much about learning from their first campaign, and we all learned really fast that they didn't. I Love Christine to pieces!! but what mate is putting her through is unbelievable. (hopefully they are paying you well CV) 🤞🙃 but anyway, this bike is an amazing bike for its price (The best looking fat bike I ever seen) I love both of my bikes and will be upgrading parts here and there. Christine good luck with everything and hopefully you get to enjoy a nice vacation when this Mate storm comes down. And again if you’re ever in Los Angeles hit me up and we’ll do a LA/SoCal Mate Bike gathering 🤗 Godspeed CV!!
Review by CustomerX1 month ago
After a very long wait i guess i was one of the lucky ones who got a bike in perfect condition; all is in great shape, bike is immensely fun to ride, solidly built and works like a charm.
Minus for the weight and bulk of it.
Note that i received the original chinese factory version with bafang and hydraulic brakes.
Very happy with my purchase.
Review by Scurves1 month ago
Got the Mate X, maybe a god bike maybe not, the charger has melted 2 times. Now I have a 3 week old bike I can't ride because I cant charge the battery.
I have try to call you, write you and drop by your store in CPH, no return from your side, outer the fill out the form and then what??
I have fill out the form over 10 days ago but you don’t provide any information at all. This problem of yours concern many of us. Let us know how you intend to solve the problem. Get som help from a communication company. You need to step up!
Thank you for your answer Christine, but if you read my post correctly you can see that i have filled out the form 10 days ago and I have been past your office, have written both mail and messenger. But haven't heard from you before this post :-) and still when can I get a new charger?
Review by Shahil1 month ago
After the first ride and second charge the battery is dead. When plugged in power AC the bike start and run without problem but as soon as you pull the power cable the power indicator on the screen goes down fast and in 1-2 seconds the screen (and the bike) switches off. When you try to start it without power cable the screen flashes for 1-2 seconds and then switch off again. That apart from the sparks that comes from the power socket. Rear bumper is hardly doing anything except to behave like solid peace of iron. It does not move when i sit/ride and even when me and my 70 kg press or even jump on the bike it moves not more then 2 mm. Rear rack is little twisted or something and it is impossible to be mounted on the bike as you can screw only 2 bolts, third if i force it a lot. For the 4th there is around 1 centimeter between the 2 holes and it is impossible to screw. As a whole a good idea and project but the quality need some work.
Review by MatthijsK1 month ago
Pre-ordered and supported this company back in June 2019.
Excitedly anticipated the delivery of the bike in Aug and then September 2019.
Reached out a few times just to check where things were at and was told to wait for my email with tracking info. This is when you could have mentioned production issues, this is why I was reaching out. (It can take 2 days to hear back by the way). So I waited..
Then....an email from MATE.BIKES on the 17th September 2019.
Could it be... Is the 3 month wait finally over?
"We are overly excited by the increasing interest in our MATE X model and are currently working hard on preparing and shipping all our Webshop pre-orders as fast as can be.
Unfortunately, due to high demand your MATE X order model cannot be fulfilled until February 2020."
They may be overly excited but I am not.
Almost half a year extension?
This has been one of the biggest over-promise/under-delivers. I could probably garage build a half-decent ebike in that time.
This is like overbooking on airlines but worse.
Your initial fans are your most important fans, we take a bigger risk by pre-ordering and you need to nurture us into brand advocates.
A monumental service failure and with 0 compensation. (If it were me, I would be looking strongly at free accessories or % off to compensate for this)
I wanted to love MATE bikes, I did, but I am sorry, this doesn't cut the mustard.
I have canceled my order.
Will most likely be going with the Billy eBike from ENKI cycles.
Review by Dmitiy Jongma1 month ago
Good value for money. Fun to ride, and a great looking bike. It´s a cheap bike so the build and parts will reflect this, but nevertheless a fun ride.
Review by TheWD1 month ago
MATE X 250+ in Australia
Whilst the wait and information coming from Mate was excruciating 😖 at times, during the Indiegogo campaign.
Now I have received bike, everything was worth waiting for 😉
Setup was easy, looks fantastic and rides as expected.
Just have to put some KMs on it 🤪
Review by Abanquah Bugayev1 month ago
I got 2 Mate X !!! They are a great ebike. Well built , cool to look at. I have a 14ahr battery and we went 38km and still had 40% left. I couldn’t be more happy with my purchase. I’ve spent a lot more on a mountain bike that doesn’t put a smile on my face like this bike does. My 18 yr old son rode it the first time and he was amazed at how much fun it is. Thanks again Mate X
Review by AlisonAustin1 month ago
First out of the box, this is heavy. If you are used to mountain bikes that you can pick up with one finger this is not one of those. The build quality is pretty good but a couple of sloppy welds interfering with screws. nothing major wrong. There is a bit of evidence of being rushed with the supplied tools not very useful, particularly for removing the front fork protective bolt. I did not have any major issues with transit damage, one dent in a mudguard that i hammered out. I do have issues with some of the extras as i cannot find out how to mount/plugin the new thumb throttle. The rear rack had to be gently bent to fit and the lrear light came on a strange plastic bracket that aims them upwards at 45 degrees so i cut a hole in the mounting plate to accept the cable and it now fits. Assembly was not too bad but required more tools than provided. Charging required buying an eu to uk plug adaptor (another delay) and after that everything seems to be ok. Cycling test on hill outside my flat showed it to perfectly capable of being cycled unpowered but even at level 2 the power kicks in perfectly. This is going to be a lot of fun.
The website and support from the app are both pretty much non existent right now. This will probably come in time (much like the bike) so you may have to figure out how to adapt and do things yourself.
Overall i can understand the minor issues due to rushing to get things done and i appreciate the free road tires and colour computer upgrade, This is part of crowdfunding, if you want everything perfect go to a shop and pay full price. The service and information is improving daily. The final product seems good to me and time will tell. We need a forum to allow us to discuss work arounds and how to get past issues with setup and modifications. Online tutorials and pdfs need to be made. Just how do i attach the thumb throttle?
Just to be clear i do think this is a lot of bike for what we paid. The MateX team deserve a lot of credit for getting to this point overcoming the obstacles put in their way (yes you Trump). To all those who complained about delivery times, i guess crowd funding is not for you. This was always a gamble and for me it has paid off. I will add to this as the experience develops
Review by Balgurisaiteja MacEntee1 month ago
Buy direct instead from the manufacturer. Google : Junhao Science and Technology Development Co., Ltd
Review by Krisanthia1 month ago
Mate X is my 4th ebike and wow it's a lot of fun! Well built, fast, good acceleration and it is beautiful! I own the 750w with color screen, 17.5h battery and hydro brakes.
Review by Lukeshia1 month ago
Last week we received our Mate X bikes here in Australia , we knew it would be a while for deliveries with the extraordinary success of the project.We unpacked and assembled our fully optioned Mate Xs ( ordered 2 ) following the great video tutorials.They looked SO good.Battery charged, my wife and i set off testing everything on the Bikes.Now with well over 80 km of riding done .The colour display great ,the pedal assist system is smooth works great,the Hyd brakes Great,power cuts out straight away when the brakes are applied,comfortable to ride,250w motor works great on the hills,battery is faultless easily achieves distances stated.So glad to be apart of this project,and to get more people on bikes around the world.