MokwheelReviews of mokwheel.com

Response from Mokwheel· Oct 16, 2026

Hello Hatem, Thank you for sharing your experience and taking the time to provide your feedback. Regarding your comments about removing the speed restriction, we would like to clarify that MOKWHEEL's European e-bikes are designed to comply with applicable local laws and regulations. In pedal-assist mode, the maximum assisted speed is 25 km/h. For safety and legal compliance reasons, we do not recommend making any unauthorised modifications or adjustments to your e-bike, and we are unable to provide guidance on removing the speed limit or modifying the relevant settings. MOKWHEEL accepts no responsibility for compliance issues or related consequences arising from unauthorised modifications to the e-bike. We understand your expectations regarding performance and flexibility, and we also want to ensure that every customer can use their e-bike safely and in accordance with applicable regulations. Thank you for your understanding and cooperation. Best Regards, Mokwheel

Response from Mokwheel· Sep 28, 2026

Dear Ansekrger, We are very sorry that your after-sales experience did not meet your expectations, and we apologise for any inconvenience this may have caused you. We take your feedback seriously and would like to better understand the specific issue you are currently experiencing. If you are willing, please contact us by email and provide your order details along with a description of the issue you are currently experiencing. Based on the information you provide, we will look into the matter further and do our best to assist you in resolving it. Thank you for being willing to communicate with us. We hope to have the opportunity to follow up with you further and improve your experience. Best Regards, Mokwheel

Response from Mokwheel· Sep 24, 2026

Dear Mark, We are sorry to hear that your experience with the Basalt has not met your expectations, and we also apologise that both your riding experience and the previous after-sales communication have left you disappointed. In particular, as you have already had considerable experience using the Mesa City, we understand that you may have had higher expectations for your newly purchased e-bike. Regarding the issues you mentioned, including the power output feeling uneven while pedalling and the torque sensor making the e-bike feel unnatural to ride, we would like to look into these further. We would also like to briefly explain how the Basalt's power-assistance system works. The Basalt uses both a torque sensor and a cadence sensor, and adjusts the motor assistance according to changes in the rider's actual pedalling effort. The greater the pedalling effort, the more assistance the system provides accordingly. When the e-bike is travelling below approximately 20 miles, the power assistance is primarily based on the torque signal. Once the speed exceeds approximately 20 miles, the speed signal also begins to contribute to the power assistance. We understand that simply explaining how the system works does not resolve the actual riding issues you are experiencing. Therefore, we would much rather assess the situation based on your specific riding conditions rather than simply asking you to adapt to the product. We have already proactively contacted you by email and would like to learn more about the specific issues you are experiencing while pedalling, when the motor assistance engages, and during riding and handling. Please reply directly to the email we previously sent you and provide as much relevant information as possible. We will review the details you provide and follow up accordingly. We sincerely hope to have the opportunity to better understand your actual riding experience and do our best to help resolve the issues you are currently experiencing. Best Regards, Mokwheel

Response from Mokwheel· Sep 21, 2026

Dear Wolf, We are sorry to hear that you were disappointed with your shopping and after-sales experience. We understand that an issue continuing over a period of time can understandably lead to a frustrating experience. Regarding order #7981, we would like to clarify the actual handling of the matter. In response to the after-sales issues you experienced, we have been actively communicating with you and, following our discussions, reached an agreement to provide you with a replacement e-bike. In order to resolve the issue as quickly as possible, we arranged and dispatched the replacement e-bike as agreed. We would also like to clarify that after the replacement e-bike had completed transportation and reached the final delivery stage, the parcel was refused by you. As a result, the e-bike could not be delivered and was eventually returned. After being informed that the delivery had been refused, we promptly contacted you by email to confirm the situation and continued to offer assistance in resolving the matter. To avoid you having to experience another lengthy waiting period, we also offered to arrange and dispatch another replacement e-bike for you. However, we did not receive a further response from you. Regarding your subsequent request for a return and refund, we also reached an agreement with you and proceeded with the return and refund arrangement accordingly. In addition, regarding the comments in your review about our customer service representatives and company, we would also like to clarify that our customer service team consists of real members of our support team. Our company is a genuine operating business. In addition to our online shops, we also work with local dealers and provide customers with order support, after-sales assistance and customer service. Regarding the current refund process, we are also actively communicating with you by email. If you have any further questions, concerns or suggestions regarding the refund arrangement, please feel free to explain them to us by email, and we will continue to communicate with you and follow up on the matter. Best Regards, Mokwheel