Redefine urban mobility and make life better for you, and for communities and cities across the globe. Our vision is to become the number one brand for urban mobility that is powered by design and technology.
Written by the business, not verified by us.
Is NIU legit?
NIU (niu.com) has a 1.3 out of 5 rating on OK.one, based on 151 user reviews collected here. It is listed under Electronics & Technology and its reputation is poor. 88% of reviews are 1 star, a relatively high share; The business has replied to 99% of negative reviews; Reviews mostly discuss Product, Customer service, Quality. Last updated 2026-10-24.
What reviewers say
AI generated
Most reviewers were let down by their experience overall. Customers frequently reported receiving defective items, such as broken batteries, faulty parts, and cracked components right out of the box. Many people also noted that the scooters failed to meet expected performance, speed, and range standards during daily rides.
Some people were dissatisfied with customer service, describing unhelpful responses, automated replies, and long delays when trying to get assistance. Consumers additionally struggled with a complicated warranty process and unresponsive support teams that made getting necessary repairs nearly impossible. Reviewers strongly advised potential buyers to look elsewhere for more reliable transportation options.
Auto-generated from all reviews of this business. For reference only.
I bought a NIU scooter air.
Back wheel broke after 3 months.
For repair they only offered 2 centres and one is telling they dont repair scooters. The other is 4 hours drive away in a remote area.
I dont even care about being able to claim warrenty (though customer service explicitly said wheels are likely not covered), I just want my scooter repaired and seems its not possible without a huge inconvenice
Reply from NIU2026-03-01
Hi Mick,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with our customer service and your vehicle. Thank you for bringing this to our attention.
To better support customers across different countries and regions, we have established multiple authorized service centers that provide mail-in repair and parts purchasing services. If you have already submitted a repair request based on the instructions previously provided, kindly share your RMA number with us for reference.
In addition, to ensure we can accurately locate your case and address your concerns efficiently, please provide the email address or phone number you used when contacting us. If you have received a ticket number from prior communications, we would appreciate it if you could share that as well. This information will help us retrieve your records and expedite the resolution process.
Please rest assured that we are fully committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Low quality scooter don’t buy this kind of scooter , The scooter has been used properly and the problems occurred during the valid warranty period. Never 👎 again
Reply from NIU2026-02-25
Hi,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with your vehicle. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the email address or phone number you used when reaching out to us? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
If you haven't gotten in touch with us and you're using a NIU kick scooter, please contact us through the following means:
Email: [email protected]
Chat: Head to: shop.niu.com, and press the chat button on the right side of the website
Hotline:
US: If you're in North America, feel free to call us at +1 877 295 8403. We're here for you from 11 AM to 8 PM Eastern Time on business days!
FR: Bonjour! If you're a French customer, you can reach us at 0805 980 421. Our friendly team is available from 11 AM to 8 PM Central European Time on business days!
DE: Hallo! German customers can connect with us at 0800 588 9224. We're glad to assist you from 11 AM to 8 PM Central European Time on business days!
And if you're using our moped product, please send an e-mail to: [email protected]
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Title: Extremely Disappointing Experience – No Resolution, No Transparency
I am extremely disappointed with my experience.
I purchased a brand-new scooter which turned out to be faulty upon arrival. The collection was originally scheduled for 4 February and was delayed to 6 February. I was clearly informed that the replacement process would take 3–5 working days. That timeline has now been significantly exceeded.
Since the scooter was collected, I have been left without any confirmed dispatch date, tracking information, or clear resolution. Each response from customer support takes about a full day, and when it arrives, it is only a generic update stating they are “working on it” due to logistics issues.
As a customer, I should not be facing extended delays because of internal warehouse or supply chain problems. There has been no transparency about where the scooter is, no clear timeline, and no concrete action.
For a brand-new product purchase, this level of after-sales service is unacceptable. What should have been a simple replacement process has turned into a prolonged and frustrating experience.
I hope the company improves its quality control and customer service processes so that other customers do not go through the same situation
Reply from NIU2026-02-19
Hi Harikannan,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with your experience. Customer feedback is extremely helpful in improving our products and services. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the RMA number when reaching out to us? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
If you haven't get in touch with us and you're using a NIU kick scooter, please contact us through the following means:
Email: [email protected]
Chat: Head to: shop.niu.com, and Press the chat button on the right side of the website
Hotline:
+1(888) 241-0666 (English)
( Service time: Mon - Fri, 11:00 - 20:00 EST )
+33-0805-980-421 (French)
+49-800-588-9224 (German)
+34-800000006 (Spanish)
( Service time: Mon - Fri, 11:00 - 20:00 CET )
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
I'm fully to blame for purchasing a great looking scooter -according to the specs it has- that turned out to be 'illegal' to use, for my teen's birthday.
However, that bad purchase has turned into a nightmare process to return the scooter and receive a refund. While it should be noted that the customer service team have responded to all of my emails, so much time has been wasted because I've not been given a complete response, or a different person has contradicted another. It makes it feel like you are receiving 'bot' generated replies and that as a customer, you are not valued.
Reply from NIU2026-01-22
Hi,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with our customer service/your vehicle. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the email address or phone number you used when reaching out to us? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
bought only to face problems with the product. Awful!
Reply from NIU2026-01-14
Hi Rory,
This is Johnson from NIU Customer Support. I noticed your review, and I'm truly sorry to hear about the issues with your product.
To ensure we address your concerns effectively, could you please provide the product model and a detailed problem description when reaching out to us? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
If you haven't gotten in touch with us and you're using a NIU kick scooter, please contact us through the following means:
Email: [email protected]
Here are our toll-free numbers:
US: If you're in North America, feel free to call us at +1 877 295 8403. We're here for you from 11 AM to 8 PM Eastern Time on business days!
FR: Bonjour! If you're a French customer, you can reach us at 0805 980 421. Our friendly team is available from 11 AM to 8 PM Central European Time on business days!
DE: Hallo! German customers can connect with us at 0800 588 9224. We're glad to assist you from 11 AM to 8 PM Central European Time on business days!
And if you're using our moped product, please send an email to: [email protected]
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Do not purchase e-bikes from this company, their charger caused a brief electrical fire that we think ruined the batteries and they keep asking us for proof of the damage but how do we send a picture of a battery that doesn't work? Also not to mention their charger caught fire! If my husband hadn't been standing there it would've probably burnt down my house! Stay away, customer service is deplorable and their requests are ridiculous.
I should note that they have requested I submit a request multiple times and they’ve cancelled my request due to the photos not demonstrating damage. I’m at my wits end. They are just giving me the run around at this point.
Their service repair number doesn’t work… that tracks with this company
Reply from NIU2026-01-10
Hi Janine,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the issues with your experience. We’re very sorry to hear about this incident. Thank you for bringing this to our attention.
Our team requests information not to dismiss your concern, but to ensure we can properly investigate the issue and take appropriate action in line with safety and quality procedures. We fully understand that battery-related issues cannot always be visually documented.
To ensure we address your concerns effectively, please send pictures of the burned charger, along with the vehicle model, VIN number, and country to [email protected]. If you believe the battery is damaged and cannot provide relevant pictures, you can choose to send the scooter to our after-sales center for a more comprehensive inspection by our professional technical team. If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
Here are our toll-free numbers:
US: If you're in North America, feel free to call us at +1 877 295 8403. We're here for you from 11 AM to 8 PM Eastern Time on business days!
FR: Bonjour! If you're a French customer, you can reach us at 0805 980 421. Our friendly team is available from 11 AM to 8 PM Central European Time on business days!
DE: Hallo! German customers can connect with us at 0800 588 9224. We're glad to assist you from 11 AM to 8 PM Central European Time on business days!
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
They had me drop my daughter’s scooter off at the Chino Ca location for repairs that was still under their warranty!! With the understanding that and email would be sent for pick up!! Just a bunch of answered calls from their employees and spoke once to a Supervisor!! And now my scooter can’t be found and now my number is blocked or the 1 (877) 295-8403 is no longer in service!! “I feel like they robbed me!!! “This company is not honest!! And all the calls are 3rd world!! I’m going to call the police and make police report at the Chino CA location!!
Reply from NIU2026-01-08
Hi,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with our customer service/your vehicle. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the email address or phone number you used when reaching out to us? If you have a ticket number and RMA order number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process. Please be assured that the service center follows a strict and professional inspection process. However, regarding the warranty, we are always open to hearing from our customers and working towards clearing up such issues. Please provide more details, and we will be able to forward the details to the relevant team for investigation again.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Horrible! My scooter was cracked as soon as we got it out of the box. We called customer service right away with little to no help. We then emailed them all the information with pictures and didn’t receive any response for two weeks. I had to call again and argue with the person from customer service. This was supposed to be a Christmas gift for my son in hindsight we should’ve bought a GoTrax scooter. definitely wouldn’t recommend any products from them.
Reply from NIU2026-01-08
Hi Kerry,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with our customer service/your vehicle. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the email address or phone number you used when reaching out to us? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
I'm trying to determine if I got scammed or not. I ordered on Dec 9 and I have received NO update by 31 Dec I am unable to contact NIU in anyway at all as their contact page simply doesn't work.
Reply from NIU2026-01-01
Hi,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with your order. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the email address or phone number you used when reaching out to us? If you have a ticket number from previous communications and the order number, kindly share that as well. This will help us to locate your file and expedite the resolution process.
If you haven't gotten in touch with us and you're using a NIU kick scooter, please contact us through the following means:
Email: [email protected]
Chat: Head to: shop.niu.com, and press the chat button on the right side of the website
Hotline:
US: If you're in North America, feel free to call us at +1 877 295 8403. We're here for you from 11 AM to 8 PM Eastern Time on business days!
FR: Bonjour! If you're a French customer, you can reach us at 0805 980 421. Our friendly team is available from 11 AM to 8 PM Central European Time on business days!
DE: Hallo! German customers can connect with us at 0800 588 9224. We're glad to assist you from 11 AM to 8 PM Central European Time on business days!
And if you're using our moped product, please send an email to: [email protected]
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Avoid NIU scooters. Multiple reliability issues within months and the warranty is more costly to utilize than the scooter itself costs. They told me to pay shipping for an oversized 50-pound scooter across country, both ways. My KQi3 completely failed after 8 months, within the 2-year warranty. I’m not even going to mention the tire failure issues. The NIU service reps directed me a service center. I used their website and found a nearby shop within an hour's drive that sold and serviced NIU scooters. NIU denied reimbursement, claiming only their “certified” Texas/California centers qualify—requiring customers to ship a 50+ lb oversized scooter at their own expense (~$200–$300 each way + insurance). This makes the "2-year warranty" practically impossible to use without spending nearly the scooter's cost in shipping.
Support was unhelpful, despite my good-faith efforts. Decent when working, but the warranty is illusory and misleading. Buy from a brand with character and good maintenance upkeep practices. The warranty is highway robbery that actually charges the customer way more out of pocket in shipping than the maintenance itself.
Reply from NIU2025-12-27
Hi Lillian,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the issues with your experience. Thank you for bringing this to our attention.
At present, we only accept repair requests submitted through the online repair form. After you submit the online form, our after-sales team will review the details you provided and send you a prepaid shipping label. Once you use the label to send the scooter to our service center, the technicians will inspect the product to determine whether the issue was caused by improper use or external physical damage.
Based on the inspection, they will identify which parts need to be repaired or replaced. If the issue is not covered by our warranty, we will send you a final quotation via email. This includes the following costs (subject to the actual quote):
1. Shipping costs
2. Labor costs
3. Spare parts costs
4. Other service-related fees
We would like to inform you that NIU guarantees our products to be free from defects in materials and workmanship during normal use throughout the warranty period. To be eligible for an in-warranty repair, the following two conditions must be met:
1. The item or part is within the warranty period.
Note: The warranty begins on the date of purchase.
2. The issue is not due to accidental damage or improper use.
For more details, please refer to our warranty page. https://shop.niu.com/pages/warranty
To ensure we address your concerns effectively, could you please provide RMA number and fault of details? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
For security reasons we cannot ....
i tried niu.repair and its worked
Reply from NIU2025-12-18
Hi,
This is Johnson from NIU Customer Support. Hi,
This is Johnson from NIU Customer Support. We understand your concern regarding the remote unbind request. Please note that, for security and customer protection purposes, we are only able to process remote unbind requests for devices with verified proof of purchase. This policy is in place to safeguard your device and personal information, and to prevent unauthorized access or misuse.
We sincerely apologize for any inconvenience this may cause and appreciate your understanding and cooperation. If you are able to provide your purchase documentation, our team will be glad to assist you promptly.
Thank you for your continued trust in our products and services.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
I bought an MQi GT scooter in 2022. I have had three batteries go bad and needing replacement. The first was replaced under warranty. The other two cost $1500 each. With freight the scooter cost $4650. So the cost of the scooter is now $7650. It is obvious that the company's battery technology is not up to par. I'm stuck between selling and taking a huge loss, or continuing to purchase their low quality batteries. They sell electric scooters as low maintenance, but the truth is that their low quality scooters are very expensive to own, in my experience.
The scooter has very low mileage and has always been stored inside. The batteries have been maintained as recommended.
I expect little relief for my situation, but hope this will be helpful to others.
UPDATE: As expected, NIU will do absolutely nothing to resolve my issue. Empty platitudes won't power my scooter. I am, however, so very happy to be able to contribute to the improvement of their product. Once again, I hope this helps others avoid this situation.
UPDATE #2: I decided that I should disclose that I wanted this company to succeed in the US so much that I bought stock in the company. I imagine I will have to sell that at a loss too. I don't hold out much hope that they will learn to treat people well.
Reply from NIU2025-12-16
Hi,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with your vehicle. Thank you for bringing this to our attention.
We understand how disappointing this situation can be, especially since it has been stored and maintained in accordance with the recommended guidelines.
We regret that this has impacted your overall ownership experience. Your feedback has been recorded and will be shared with the relevant team for reference and ongoing product improvement.
Regarding battery replacement, we suggest checking with different authorized dealers or retailers, as pricing and availability may vary between locations. You can use our store finder to contact another local dealer near you: https://global.niu.com/en-us/find-a-store
Thank you for bringing your concerns to our attention.
If you have any other queries, please DM us or email us at [[email protected]] with more details, and we can continue there!
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Do not give this company your money, you will regret it
Update 05/12/2025
My e-scooter has been returned to me untouched and not repaired. To add insult to injury, I now have to send my proof of purchase "for security reasons" before I can even get the app to recognise it again. I have today emailed NIU again telling them that no repair has been carried out. Never ever again will I touch any NIU product.
****
Update 02/12/2025
Really f****** sinister imo. After providing the VIN number of my e-scooter to NIU when they asked for further details on here, I have discovered that my e-scooter has now disappeared from the list of owned vehicles in the NIU app on my phone. Luckily I have taken screenshots of all the vehicle details. What is the motive behind this? If they can remotely delete ownership details, what else can they do?
I have never experienced the kind of incompetence that I have experienced with this company. I want to warn other customers not to purchase from them, irrespective of the massive discounts or incentives they offer you. Their customer service is TERRIBLE.
I bought their KQi 3 Pro e-scooter in 2022. The charger failed within a year of purchase. I waited weeks and weeks for a replacement to be sent out, after contacting them countless times. It seemed like different parts of the company were fighting with each other!
Recently the throttle has failed, out of warranty, and the website says that this part is unavailable to purchase, and to contact NIU. Doing this just puts you into an endless circle where nothing is done. A ticket is created, and then the agent refers you back to the website. Rinse and repeat.
The first e-scooter performed ok for just about 2 years, but I needed a more powerful model for the steep hills here. I made the mistake of buying the KQi 300X. Within a year, it had started to fail. The e-scooter decelerates SHARPLY without warning when going down hills. The battery charges to 100% when it is set to stop at 80%. The auto-cruise function cuts out for no reason.
I have returned it for a second time recently (the first so-called repair fixed nothing) and they have now cancelled the repair on their system. Conveniently to them, I now have no way of tracking what has happened to my e-scooter!!
I am now going to insist on a full refund. If zero stars were available, they´d deserve it.
Reply from NIU2025-11-29
Hi Steve,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the issues with your experience. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide RMA order number? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Does everybody know that you only get one year of Bluetooth? I just found out that I had to renew for one year, that there is very ridiculous, what other product do you have to renew your Bluetooth for? Then I find out that I am paying $70 Canadian and Chinese people are paying $5. I’m really not happy and I don’t think anybody should be.
Personally, I feel that turning on my bike with Bluetooth should be built in feature. I shouldn’t have to get a subscription for that. If you want to charge extra for the bells and whistles for sure, but I only wanna turn on my bike and I have to pay extra for that. That’s ridiculous. My main concern is that in China you will pay five dollars for the same service that you have to pay $50 for in America. How is that fair? Plus I’ve only had this service for one year and now it is expired. I’ve provided you with all my information.
Reply from NIU2025-11-26
Hi Allyson,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with your vehicle. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the email address or phone number you used when reaching out to us? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
For better and quicker resolution, please share the exact model of your product. If it is a moped, NIU offers the Smart Service for free for the first 3 years once you connect your moped with the NIU app. NIU mopeds use built-in cellular connectivity (SIM cards) for cool stuff like real-time GPS tracking, anti-theft protection, vehicle diagnostics, and remote controls. Just so you know, there are fees related to the cellular data usage. Currently, if you renew the NIU Smart Service for one year (49.9$) or two years (99.8$), we'll add an extra year for free.
We need to constantly maintain the app to ensure you get the perfect smart experience, so we have a policy of smart services. Customers can choose whether to renew the smart service according to their preferences. Rest assured, after the NIU Smart Service expires, the above features will not be available. But the normal riding performance of your vehicle will not be affected. If you have any other issues, please send an email to [email protected], and we can continue there.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
If I could give NO stars I would. The scooter stopped charging after a couple of rides and within 2 months of purchase. There was no accident or incident to cause this. It was $1300! Niu has done nothing to honor the warranty. They tell me I have to pay to ship it for repair. How do they not have a store in the NYC region where repair can be offered? They make awful low quality products and are awful in providing any service. I have a 2 year warranty. How can they ignore that and take no responsibility? It's disgusting and shameful.
In response to the Niu outreach, this is the ticket #P251111000005
I have not received a meaningful response yet. The bottom line is that a $1300 scooter should not stop working after a few rides. And then the resolution becomes the burden of the purchaser. Going back and forth and being told to pay to ship it across the country. It's unacceptable.
I want to add that Niu posted a response to my review but they have done NOTHING! They try to make it look like they care but they don't. I gave the requested information and no one has followed up. Not surprising at all!
Reply from NIU2025-11-14
Hi Dana,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the issues with our customer service. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the email address or phone number you used when reaching out to us? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
I've had the scooter for 2 years. I could not order a replacement tire from NIU on line as it was sold out. I had to drive over 400 km and paid $108 to get a new tire put on. There was a screw missing on the handle bar by the left turn light. I asked for a replacement screw as it is unique. Nope. Rejected. They won't send me a screw! It costs pennies for them. I paid $1700 for this scooter now. Communicating with this company sucks...forms and emails forms and emails...then wait. "Send us a Video" I just need this screw that is unique to your product. They do NOT Take care of their customers. Never NIU again.
Reply from NIU2025-10-30
Hi Michael,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the issues with your experience. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the email address or phone number you used when reaching out to us? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Absolutely shocking experience with NIU actual thief.
I have been talking to uk email address (clair) about my fauty MQi-GT battery, this, I believe is the latest ticket number:195679
My battery stopped working under its warranty and NIU UK arranged to collect it on 30 July 2025 from the garage that ran the diagnosis Since then absolutely `nothing. No updates, no repair, no replacement, no explanation. They’ve had my battery for months and just stopped replying to every email.
I’ve now had to threaten legal action because they’ve basically taken my property and disappeared.
It’s unbelievable how a company selling expensive electric scooters can treat customers like this. Once they have your money (or your battery), you’re on your own.
Avoid NIU at all costs terrible service, zero accountability, and a complete nightmare to deal with.
Reply from NIU2025-10-20
Hi,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with our customer service. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, may we know the product model and which email address you send emails to? If you have a ticket number and RMA order number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
This review documents my experience with a simple warranty claim that quickly devolved into an unacceptable, seven-to-eight-month legal battle.
The Core Violation (7-8 Months of Delay):
My scooter was sent to NIU for a warranty repair and has been in their possession for seven to eight months. This absurd duration is a clear and persistent breach of my rights under EU Consumer Law, specifically Article 13(1) of Directive (EU) 2019/771, which mandates that repairs must be completed "within a reasonable time... and without significant inconvenience."
The Customer Service Deflection:
During this time, I received nothing but stalling tactics. Their support team repeatedly sent irrelevant, boilerplate emails—at one point attempting to apply their 30-day return policy to a months-old repair. They were unwilling to acknowledge my legal grounds for a replacement or a full refund, despite their repeated failure to meet the "reasonable time" clause.
The Final Insult (Damaged and Incomplete Return):
After months of fighting and having to formally file a complaint with consumer protection authorities, the scooter was finally returned. However, the ordeal was not over.
Missing Charger: The original charger I shipped with the unit was not returned.
New Physical Damage: The scooter came back with new, visible scratches that were definitively acquired while the unit was in NIU's care.
NIU has failed on every possible level: customer service, adherence to European consumer protection law, quality control, and logistics.
Avoid this company if you value your time and consumer rights. I am now pursuing compensation for the new damage and the missing charger alongside my existing formal complaint.
Reply from NIU2025-10-15
Hi Whiteboi,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the issues with your vehicle. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the RMA order numer you used when reaching out to us? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
We deeply apologize that due to platform limitations, we are unable to follow up on the progress of this case here.
If you're using a NIU kick scooter, please contact us through the following means:
Email: [email protected]
Here are our toll-free numbers:
US: If you're in North America, feel free to call us at +1 877 295 8403. We're here for you from 11 AM to 8 PM Eastern Time on business days!
FR: Bonjour! If you're a French customer, you can reach us at 0805 980 421. Our friendly team is available from 11 AM to 8 PM Central European Time on business days!
DE: Hallo! German customers can connect with us at 0800 588 9224. We're glad to assist you from 11 AM to 8 PM Central European Time on business days!
And if you're using our moped product, please send an e-mail to: [email protected]
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
I've had it for a couple months and it has been broken almost the entire time. Today I got to my destination and it wouldn't turn off. Eventually turned out off and it wouldn't turn back on. Fully charged. The back tire was almost instantly shredded, the power and speed diminishes by 50% after the first 10 minutes of my ride, I got this on sale and it was still a HUGE waste of time and money!! I'VE NEVER BUYING FROM THIS COMPANY AGAIN AND I STRONGLY URGE ANYONE CONSIDERING A SCOOTER TO LOOK ELSEWHERE.
Reply from NIU2025-10-04
Hi Nathan,
This is Johnson from NIU Customer Support. I noticed your review, and I'm truly sorry to hear about the issues with your vehicle. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the email address or phone number you used when reaching out to us? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
We had an excellent experience with the Niu support team. While at first it took a little bit of back-and-forth communication. once we explained the problem we received a shipping label, packed the scooter in the original box and shipped it off to Texas. Within a week or a little more we had a working scooter back at our house. The brake lines had been maliciously snipped and the scooter stopped working. Niu support not only fixed it, they replaced a broken piece on the handles, and the best part was it was all at no cost!! So very hsppy and appreciative for this service!! Debbie
Segway
naveetech.com
Niu Store
Xiaomi
Hiboy 
shopeu.niu.com
iScooterGlobal.de
La Souris