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.
Terrible stop working properly after 3 months kqi3 max pro and they have to worst customer service can’t even connect to anyone on the phone
Reply from NIU2025-09-24
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, and you can't reach us via the hotline. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the hotline number you called and the phone number you used when reaching out to us? This will help us to verify the situation.
As for your convenience, we provide the following means to contact us:
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!
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
I bought a Niu N Sport 2020 model that has been nothing but error messages, battery failures, and now offering a subscription service for basic features that I was not told when I was sold the bike.
It has become a normal part of using the scooter to just ignore the error. The downside of having this scooter is that no regular scooter place can service it, you have to go to a specialist scooter repair, which will charge a premium.
I would recommend to stay away from this brand as it will most likely break down way before you would expect it to, and also charging a subscription for basic features has made me go back to a gasoline model. If I don’t pay for this subscription, I can’t even check the health of my battery, or battery cycles.
Reply from NIU2025-09-05
Hi Ole,
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.
Repairs for electric mopeds are handled by local dealers. If your vehicle continues to experience issues, it is recommended that you take it to a dealer for a comprehensive inspection and repair.
You can find our local dealers by visiting https://www.niu.com/en/find-store
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 features like real-time GPS tracking, anti-theft protection, vehicle diagnostics, and remote controls. Please note that there are fees related to cellular data usage. With NIU Smart Service, you can easily monitor 17 different moped statuses on your phone in real-time, including your moped's location, riding history, status, and power statistics. You will also receive helpful reminders for things like abnormal movements and remote locking. If your Smart Service expires, you will need to renew it. Without renewal, you will no longer be able to use the features mentioned above.
If you have any other queries, please email our relevant team at [[email protected]] with product model, VIN number. Our experts will help you there.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Moose is a legend! Always happy to assist and quick to find a fix. Anytime I've need some maintenance or urgent repairs he's been very quick to respond and extremely invested in getting my scooter back to me in tip top shape ASAP.
THE BEST!
Bad Experience – Review of My NIU KQi3 Sport (EU Purchase)
January 2025 – Online purchase (delivered to Portugal)
From the very beginning, the real-world range was only 12–15 km in ECO mode — far below the advertised 35–40 km.
First warranty claim:
The official NIU service partner checked only battery capacity and returned the scooter without conducting a full range test. The issue remained unresolved.
One week later:
The scooter broke down completely — it wouldn’t move at all.
Second warranty claim:
The service center claimed that I had installed U.S. firmware and that the scooter reached 34 km/h.
They offered no proof and demanded ~70% of the scooter's price to replace the motor and controller.
I repeatedly requested:
proof of modification and a full technical diagnostic report
→ None of this was provided.
I never modified anything — I only used the official NIU app.
June 2025 – Escalation and manufacturer reversal:
In early June, the scooter was sent back to me again with status of warranty: cancelled. I responded to NIU, explaining that no proof of firmware tampering had been presented and that, unless I received formal justification, I would order an independent technical assessment and take legal action.
Shortly after this message, NIU Support contacted me again — stating that my case is in fact covered under warranty, and they requested that I send the scooter back to the service center once more.
Current status (24 July):
Scooter sent back to the service center (again)
Still not repaired
Service center remains unresponsive
NIU now says the repair is on hold due to lack of spare parts
I have no information on where my scooter is or when it will be fixed.
Reference number: lERjgihL
As of 11 August, no one has contacted me, and the scooter remains in "Repair" status. I send emails and receive the same response that my case has been forwarded to management, but no repair date or meaningful update has been provided.
Reply from NIU2025-08-12
Hi,
This is Johnson from NIU Customer Support. Thank you for your detailed message and for sharing your concerns with us. We totally understand what you are going through. Please be assured that our relevant teams have been actively following up on your case and are closely monitoring its progress.
We kindly ask for your continued patience as we work diligently to resolve the matter. As soon as there are any updates, we will contact you promptly via email.
We sincerely appreciate your understanding and patience throughout this process.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Battery failure after 6600 km – zero support from NIU
I used to be a loyal NIU customer for over three years. My MQi GT 40 was well maintained and the batteries were always stored correctly. Then, after just 6600 km, one of the two batteries suddenly failed – no deep discharge, no misuse.
I sent the battery to NIU's official battery service in Frankfurt, and it was returned as “irreparable.”
I contacted NIU directly – multiple times, with all details: VIN, battery serial number, usage history, photos. Each time, I received automated responses from generic names like “Kristy,” “Emma,” “Rachel”, and no one actually reviewed my case. They just kept pointing me back to the dealer.
But here’s the problem: my dealer is no longer a NIU partner, so NIU was my only option – and they refused to help in any way.
I didn’t even ask for a free battery – just a fair offer, like a discounted replacement. Others received that – I didn’t.
If an EV battery fails just after warranty, and the company hides behind automated replies, what does that say about the brand?
Sadly, I’ve lost all confidence in NIU and can’t recommend them anymore.
Reply from NIU2025-06-22
Hi Clemens,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about your experience. Thank you for bringing this to our attention.
Please note that NIU mopeds have a 2-year warranty. The sale and repair services of electric scooters are handled by local authorized dealers. If your battery has been diagnosed as irreparable, we recommend replacing it with a new one. Please note that the battery price will be determined by your local dealer.
You can check if there is a local NIU authorized store near you by referring to the following link:
https://www.niu.com/en/find-store
Warm regards,
Johnson
NIU Customer Support Team
Zero stars is the real opinion
I purchased a NIU MQI GT EVO moped and used it for 7 months ,then suddenly it was faulty.
My dealer has now closed as well as all the other ones in the UK ,sell them but no warranty work !
All you have is a email address that's answered by a bot and keeps telling me to go to a dealer (no dealers !! To take it too)
What's more frustrating is that they promote there brand and pay ambassadors like London eats to promote this brand and cost me £3500
Reply from NIU2025-06-18
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 your region, the exact fault of the product, and the email address 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
Ordering. Very bad experience.
I ordered an NIU KQi 300P, but after 12 days without updates on the shipment I cancelled my order.
I asked them about the status, but never got any real answer, just useless apologies. I hope (after reading more reviews) that my refund wont take forever either.
Eventually the product was shipped.
The product.
My son drives the scooter with a lot of joy. It's tough enough to handle the wheelies my 14 year old likes to make. The battery however never reaches the promissed 50km.
Reply from NIU2025-06-10
Hi Stefan,
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 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
It happened a few years ago
I had a niu gts pro before it got renamed. Best scooter to rag about honestly didn't care about it.but the problem with niu was my sub frame cracked just due to cheap steel. And the swing arm also was getting really bad oxidisation and the electrics went a few years later. This scooter did take a beating. And it made it. I honestly can't recommend them.
Reply from NIU2025-05-24
Hi Liam,
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
Stay away from this company. Customer service is not existing and none of the connected “smart functions” such as push notifications when the scooter alarm got triggered doesn’t work.
Reply from NIU2025-05-24
Hi simon,
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.
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]
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
horrendous customer service on a defective scooter
UPDATE: REPLY FROM "JOHNSON" WHO DID NOT SUPPLY ME WITH A WAY TO CONTACT HIM OR ENOUGH ROOM TO SUPPLY ALL THE INFORMATION HE REQUESTED. 1 DAY LATER STILL NOTHING ON THIS TIME SENSITIVE MATTER.
Less than 1 star
Sent a faulty scooter that broke down in ten days. I messaged the company immediately. It's been 5 days and they have gotten back to me exactly 3 times, each time leaving me with more questions than the last and I STILL don't have a return label. What's worse, even though the scooter is flashing an error code 07 in the first 30 days which means I'm entitled to a full refund, they are still trying to get me to prove things to them like ride statistics, and I didn't even hook my phone up to the thing in the first place. Now they want me to hook my phone up to a dead scooter in order to get my refund!! STAY AWAY FROM NIU!!! They will try & keep your money at all costs! I am a person with a disability in my legs and I bought this scooter to make my life easier. It's been nothing but extra work, stress, and FEAR THEY'RE GOING TO KEEP MY $1700!!! SAVE YOURSELF THIS HORRENDOUS EXPERIENCE AND GO ELSEWHERE.
Reply from NIU2025-05-24
Hi aj,
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/your vehicle. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the order number、RMA number、email address 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
The scooter turned out to be a disappointment - breakdowns started after just a month.
Reply from NIU2025-05-24
Hi Mabel,
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.
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]
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
NIU Won’t Stand Behind Its Warranty—They’ll Blame You Instead
I paid $1,100 for a NIU KQi Air scooter. It came with a 2-year warranty and an IP55 rating. That’s what they advertised. That’s what they promised. Five months in, it failed under light, dry use. I jumped through hoops just to get the first repair—emails, delays, excuses—but fine, they fixed it.
Then it failed again. Same issue. And this time? They flat-out refused to honor the warranty. No credible evidence. No diagnostics. Just some photos with zero metadata and a $691 invoice. They blamed me—no facts, no proof, just denial.
This is exactly how bad companies operate when they think you won’t fight back. NIU hides behind scripted emails (right, Johnson?), dodges accountability, and stalls until you give up. I didn’t.
And Johnson—don’t even think about replying with your cookie-cutter “please email us” line. I already did. I sent a legal notice. You had your chance.
NIU talks big about quality and reliability—but when things break, they run from responsibility and leave the customer holding the bill. If you believe in honesty, accountability, and companies that actually stand by their word—buy something else.
Reply from NIU2025-05-03
Hi,
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/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 RMA number with 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
Purchased a NIU KQI3 Pro directly from NIU. Less then a year later was experiencing issues with the throttle. The NIU displayed an E3 error code when turned on, electric throttle issue and does nothing else.
I contacted NIU support. They verified scooter was under warranty and said they would refer my case to their service dept. Service reached out a week later and sent me detailed instructions for sending unit to California for repair. This is where the real problem is they refuse to correct.
The instructions state to cover up the hazardous label for the scooters battery on the packaging so that Fedex will accept. Fedex is on to this and pulled off the cover ups to reveal the labels. Fedex then states they cannot accept the shipment based on the shipping label created by NIU. NIU is not paying for the correct shipping labels as I think they must be more expensive.
It has been almost 2.5 months since I contacted NIU to get warranty service and over 50 days since I have notified them about Fedex refusing the shipment based on their shipping label being incorrect. I have reached out to NIU support on many occasions and they have just been stalling and saying they reached out to the relevant department and they will be in contact with me... OVER 50 DAYS!!! No Resolution!
My recommendation is you purchase a reputable brand that will honor its warranty.
Update: It is now April 23 2025. I have still been unable to get scooter repaired. Niu told me I had to reapply for warranty service due to them not being able to have it shipped and closing my return. I applied for new repair and choose self repair. They replied that the Scooter was out of warranty and that I could pay for the parts and then they will ship them to me. I replied that it was approved in warrany previously and due to their error it was unable to be fulfilled. I gave them all the previous work orders so they could look into it.
Niu has since replied and said that I will have to go through the whole process a 3rd time filling out a warranty repair to see if they will accept it.
This is a vicious loop where they just keep stalling and recirculating responses until you give up. I feel I have no other choice then to leave this review to try and get someone serious involved.
Someone who can actually resolve this please get in touch with me.
Reply from NIU2025-04-24
Hi Kevin,
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/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
If there was a way of selecting negative stars I would. I have 2 scooters one faulty of the box and after over three weeks trying to get it resolved it has now been suggested that the repair company in my area is in Poland ( I'm in Ireland) and to deal with them.
The second scooter is also unusable as the Bluetooth failed and is now locked and after week 2 of many attempts to get this resolved I am being told to remain patient. I will be seeking a full refund for both items. I won't be fobbed off I will pursue this in every channel a available and I will succeed. DO NOT BUY THESE PRODUCTS
Ah! I see Mr Johnson has replied...the famous Mr Johnson who seems to be very disappointed with all the terrible reviews and seems very genuine for one of the AI Johnson's.
Latest update is I should drop the faulty scooter with the throttle issue for repair to the local service center in my area which I'm ok with it first I'll have to pack some sandwiches as it's in eastern Poland. As for the scooter that's locked they are still taking this very seriously and it has now passed to another department that are dealing with it, perhaps Mrs Johnson?
The policy with this company is simple they intend to frustrate the customer so much that they give up in the end.
DO NOT BUY AND DONT BE FOOLED BY THE VIDEOS OF HAPPY PEOPLE SCOOTING AROUND !
Its an email once a day from china via a bot I suspect..if you do purchase make sure you do it via PayPal
Latest from niu ..there going to locate my file, this is great news I hope they don't hurt themselves cause it's pretty heavy
I think somewhere in the order of 40 emails and getting no where slowly.
DO NOT BUY
As for the ticket number they now mention, when I asked their customer support for a ticket number two weeks ago the reply was " what's a ticket number"
They may use some professional terminology but believe me if you have an issue your screwed.
As for the support company in Poland I contacted them but they knew nothing as I'm located in Ireland. They too are waiting on "Johnson" to get back to them
Latest response 17/4/25
They are now claiming they know nothing of the issue with the locked out scooter and could I tell them what problem I am having? This is now going on a month and is just going round in circles. As for the company in Poland the too it appears have heard nothing back.
BUY LOCALLY DO NOT PURCHASE FROM NIU
Reply from NIU2025-04-12
Hi Paul,
This is Johnson from NIU Customer Support. We 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 order number, product model and fault 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
Bought 2 scooters. Nothing on website said you needed a driving license to operate them. Tried to return but NIU made this impossible despite a 30 return policy. Took 9 days to send me invalid shipping labels. Also FedEx told me they won't ship battery devices from stores. The instructions from NIU say cover the hazmat symbols on the box to conceal it includes lithium batteries. Pretty sure that is illegal. I can't get them back to NIU. Their customer service is slow and useless.
UPDATE: Now asking me to add my contact details to this review. Which I would be dumb to do. But here is the order number #USNIU21151. Customer service ticket 31767775
Reply from NIU2025-04-08
Hi Alex,
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.
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
UPDATE: Our system shows that our colleagues from the email department have replied with the latest update. Kindly check your email.
Moped dying without warning - customer service appalling.
The moped has started dying without warning, this is incredibly dangerous in fast moving traffic. Customer service just send cut and paste replies without reading the thread. One actually said this (my emphasis): "If the motor is not working properly, an error code 120 **may** be displayed on the dashboard. if the motorcycle's motor is overheating, it is also possible that the error code **will not** manifest itself."
I accept I am out of warranty but they can't sell something without a warning light/error code that alerts the rider to a life threatening failure of the moped (imagine a car that didn't warn you that the oil or petrol were about to run out).
There are no dealerships within a 100miles of Bristol (ignore the map on the website, it isn't up to date) and one claimed there are none left in the country as NIU UK has closed down (they are just selling off stock to poor mugs).
I've already taken them to court twice on different issues, once they backed down and the second time I won and got half the bike value refunded.
Mr Johnson you seem to reply to comments on here, which is at least something, I don't have a ticket number.
PS customer service send out links to review their 'service' but the links are broken - surely this isn't on purpose?!
Edit:
I have provided my email via the TrustPilot system. The ticket is #179233
The review link is from Tuesday so may be out of date anyway but here it is: .com/to/DRUm46 (TrustPilot won't allow me to provide the full link but hopefully you can workout which Typeform from this, or just email me).
Edit 2: All polite and helpful in reply below but over two weeks later and I have heard nothing. Can't say I'm surprised.
Reply from NIU2025-04-03
Hi Joel,
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/your vehicle. Thank you for bringing this to our attention.
To ensure we can effectively resolve your issue, could you provide the email address or phone number you used when contacting us? This will help us locate your files and expedite the resolution process.
We understand your frustration with the response from customer service and will pass on your feedback to the relevant team to improve the customer service experience. Regarding the review link you mentioned, could you provide it so we can investigate further as well.
We are committed to resolving your issue as quickly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Costumersupport is very bad, I returned my scooter 1 month ago already and still waiting for me refund (scooter haven't been opened yet) I have already wrote more than 20 emails asking for my refund and everytime they tell me to contact someone else. Soon I will be taking legal actions
Reply from NIU2025-03-25
Hi Fadi,
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/your vehicle. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the email address and 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
I got my M series electric bike. After a few weeks the acceleration randomly cuts off. Took it to dealer and they said the wire came loose. Since then, it randomly keeps coming back. Otherwise bike runs fine but it is dangerous. If in the middle of traffic, it powers down. Shame.
Then comes the app. Basic app and now they charge a 50 euro a year subscription. Unfortunately it doesn't work for push notifications which is what the service offers. Contact customer service who refuse to refund for a service they did not make good on. Why would you scare me into getting this service and then tell me it doesn't work for your phone. 4 months I have been arguing with them. Different person replies each time with a different reply.
Useless customer service.
Would not recommend Thier products.
Edit: After response from Johnny below, reached out again. Still no response. what a surprise(!)
Reply from NIU2025-03-18
Hi Mann,
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/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
Extremely Frustrating Experience with NIU Customer Support UK
I am beyond disappointed with the customer support I have received from NIU regarding an ongoing battery issue with my NIU NQI GTS Sports bike. After first raising the concern in September 2024, I have been dealing with months of silence and poor communication. Despite numerous calls to both the dealer and NIU support, I was eventually forced to pay an £80 service charge for them to pick up my batteries and inspect them. After months of delays and repeated follow-ups, I was finally told that the batteries couldn’t be repaired.
What followed was complete silence. I have not received my batteries back and have yet to be provided with a clear solution. Most frustrating of all, the responses I’ve received have been generic and appear to be copy/paste replies that don’t address my actual concerns.
The lack of a dedicated customer service point in the UK is appalling. Local dealers and super stockists are refusing to communicate with customers, and I’ve been left with no clear resolution from NIU despite constant follow-ups. The ongoing delays, lack of accountability, and poor customer service have caused significant stress, inconvenience, and financial burden.
If this issue is not resolved within the next two working days, I will have no choice but to escalate the matter to the UK Financial Ombudsman. It’s incredibly frustrating to see such a lack of support from a company of NIU’s supposed reputation. I strongly urge anyone considering purchasing from NIU to be wary of their inadequate customer support.
I hope my issue is finally addressed with the urgency and seriousness it deserves.
@Johnson NIU: I was in contact with Kristy and Clair through the email questions at niu.com. They did not provide a ticket number, but the batteries were arranged for pickup via parts at sinnis.co.uk.
Reply from NIU2025-03-10
Hi RAHIL,
This is Johnson from NIU Customer Support. We apologise for the poor experience you have had in the UK. We fully understand your disappointment and frustration, especially regarding the delays, miscommunication and lack of a clear solution in dealing with the battery issue. This is definitely not up to NIU's standards of customer service and we apologise for this. 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 my KQi3 Pro back in November, 2024. Wasn't in town to open it until mid December but when I did, I saw both tire valve covers were missing. Contacted support and for such a small thing, they made me send photos and the invoice. I did so immediately and now, 3 months later and way too many emails back and forth with them making promise after promise, I still don't have the little covers. They keep saying for quicker service to call their 877# but I have yet to get through after 2 months of an automated message saying they're not available (not possible to leave a VM) or it's outside of office hours. Heck, I don't even know if the scooter runs properly because I'm in the Toronto area where we've had freezing temps and a ton of snow so there's nowhere to test it out. Purchasing from NIU was a terrible decision. HORRIBLE CUSTOMER SUPPORT!!!
Reply from NIU2025-03-06
Hi AdeS,
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/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
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