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.
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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.
The scooter is beautiful, besides that everything is terrible.
It doesn't work properly and it doesn't deliver what it promises.
I am 100% regretted.
Reply from NIU2024-05-06
Hi Patricia，
This is Lucy 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]
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 )
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,
Lucy
NIU Customer Support Team
Useless customer support.
I bought a second hand NQI GTS Sport and It’s been over a month that I tried to bind my phone but after every attempt is shown“Bind permission is forbidden for the product” despite multiple emails I couldn’t receive any help form the support after providing all the documentation asked.
They appear to answer with automatic emails ignoring what was written on previous ones messages.
Now I’m unable to use the app and all the features including the tracking in case gets stolen. The GPS drains the batteries without any reason
I’m not sure how other e-bikes companies are doing but NIU is certainly not a good one.
Reply from NIU2024-05-06
Hi Consumer,
This is Lucy 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 dealer's shop name, address, phone number and email address.?If you have sent an email to [email protected] before, 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,
Lucy
NIU Customer Support Team
I bought a NIU NGT Pro, after 2 years and only 2k miles the main motor gave up. Managed to get one under warranty through the dealer in London (if it hadn't been covered it would have been £1000) a year on from that, and three years after purchase the bike is falling apart. The paint has flaked off the main arm, the kick stand and body of the brake callipers are rusting. Every so often, it will not start and I have to disconnect both batteries and then its ok. Random error codes flash when driving and you also have to pay £35 a year after the first 3 years to access the app. The longevity of the parts and components is far from what is expected. Very very poor Chinese components around a bosch motor. Aftersales support is not interested, I contacted Niu about the paint flaking off and they claimed it was a "feature". Don't go with this brand, it wont last more than three years if you are lucky.
Reply from NIU2024-05-08
Hi,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with 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]
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 )
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
Terrible company and client support. Scooter has less than 300km and already does not work, had to ship it to Ontario because the company does not have licensed repair stores anywhere else.
I shipped the scooter in July and received it in October after several emails of back and forth. Customer service does not even read the emails, they just reply with template emails. Finally, I get the scooter back after sending for repair for 3 months and it comes back damaged, with missing grip tape and doesn't even charge...
Extremely disappointed and the fact that they have so many bad reviews but the company does nothing about it is appalling. The company also filters their official website reviews, I tried leaving one but it was never posted.
Stay away!
Reply from NIU2024-05-06
Hi Fabio,
This is Lucy 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,
Lucy
NIU Customer Support Team
Do not buy - best to look elsewhere!
I purchased a NIU KQi Pro 2 and wish I hadn't. It does not!! reach the advertised speeds, the breaks are highly inconsistent but worst of all is the customer support. Their main goal is to have you turn in circles until you give up without providing any actual support. Ultimately having at least adequate customer service is a must-have.
Reply from NIU2024-05-06
Hi Yannick，
This is Lucy 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,
Lucy
NIU Customer Support Team
They don't read the question, just respond with standard answers. Takes much too long to get a response, and when they can't find an answer to the actual question they tell you to contact the dealer, who doesn't have a clue either. Niu customer support is a joke, although I am not laughing.
Reply from NIU2024-05-06
Hi Christ,
This is Lucy from NIU Customer Support. We sincerely apologize for any inconvenience caused to you. 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,
Lucy
NIU Customer Support Team
Hi C m,
This is Lucy from NIU Customer Support. I noticed your review and we would like to know what's wrong with your scooter. 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]
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 )
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,
Lucy
NIU Customer Support Team
I purchased this scooter (kqi3 pro) and was very disappointed to find that it came with an off-center disk brake and a leaking front tire straight out of the box.
Despite the leaking tire, I continued to bear with it by keep pumping the tires every 30 minutes. However, after only a few weeks of use, it began showing an error code related to the accelerator is basically unusable. I contacted the after-sales team and sent the defective product back for repair, but it has been nearly a month and I still have not received any fully functional scooter. It has now been two months since I made my purchase, and my warranty period has been reduced by two months due to this issue. I would advise potential buyers to carefully consider their options before making a purchase
Reply from NIU2024-05-07
Hi Marshall,
This is Lucy 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,
Lucy
NIU Customer Support Team
Was extremely frustrating to receive it, after weeks of not receiving the confirmation of shipment, I contacted them and they said the colour I wanted wasn’t available.
After a long discussion that unfortunately took over a week just to have a full conversation by email -since no one picked up the phone, both in English and Spanish- I decided that was better to have the other colour and they sent hat and a drawstring bag as an apology.
At a certain point I truly thought I was scammed.
After a few more weeks, I’ve received the electric scooter.
(There was also an issue with the carrier, to make things worst)
Was very well packed and the scooter is very sturdy.
Is a good scooter apart front this MAJOR issues, it was advertised that it was for people up to 120kg (one of the main reason why I bought this scooter) and it’s actually for under 100kg and the other major issue is that you can’t reach near the 50km per charge, around 30km Maximum.
I sent them another email straight away, it has been a month, no replies.
My sister is the one who uses the electric scooter the most, she’s 60kg
So no, the 30km is not weight related.
I’m very disappointed.
Is a good scooter, but not worth the trouble, frustration, wait and lies.
Reply from NIU2024-05-07
Hi Catarina,
This is Lucy 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.
The frame of KQi3 is made of aviation grade 6 series aluminum alloy which weighs about one third as much as steel, but its strength per unit density is 1.3 times that of steel, and has better thermal conductivity and corrosion resistance, lightweight and firm, ensuring safe travel all the way.
However, packages and manuals were produced ahead of products. After our engineers tested the products, the real max payload can reach up to 265 lb or 120 kg.
To achieve the claimed range, the scooter must be ridden under the following conditions:
1. Riding Mode: The riding mode must be E-Save (9.3 mph or 15 km/h);
Note: For example, the KQi3 Pro is equipped with a 350 Watts brushless direct current motor housed is in the rear wheel, the maximum output power is 700 Watts. If you switch the riding mode from E-Save to Sport, the output power will increase from 350 Watts to 700 Watts. In return, the speed becomes higher but the claimed range will be shortened by 40%.
2. Rider’s Weight: If the rider’s weight is more than 165lb (75 kg), the motor will need more output power and in return the battery will consume faster;
3. Temperature: If the temperature outside ranges from 70℉ (22 ℃) to 77℉ (25℃), the lithium ions remains active and the performance of your battery can achieve 100%;
4. Road: NIU scooters are designed for the flat payment road. If you ride the scooter on a slope road, the battery will be consumed dramatically;
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,
Lucy
NIU Customer Support Team
Six months ago I purchased a Niu KQi2 Pro. It needed to be sent in for warranty work two time for the same problem (Error code 07-main transformer?). First service (BISENDER) returned scooter worse than it was sent. Second service CINNO said it had repaired the scooter but failed to remove the original shipping label. Because the package now had 2 shipping labels the scooter circled from Texas to Florida 3 times before FedEx intercepted it. Absolutely careless! Now after all that travel the scooter was damaged in transit and sent back to Texas AGAIN. When communicating with NIU and CINNO, NIU seems to always say something like "your email has been submitted to a relevant department" with no response; apparently taking no responsibility for their customers or product. I am starting a job next week and waiting now well over a month without the transportation that would facilitate my commute. Company seems to have failed on the level of manufacturing, customer and warranty service. No BUENO!!!
Reply from NIU2024-05-07
Hi Jack,
This is Lucy 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,
Lucy
NIU Customer Support Team
None existing customer support. I bought a brand new Niu escooter with a faulty power button. I emailed the support and received a ready made copy-paste message with no connection to the actual problem. Still waiting for a response and a fix for my problem.
They claim 2 year manufacturer warrant but in reality it’s zero days of warranty. I would never buy a product from Niu again.
Reply from NIU2024-05-08
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 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
After 2 years and 12300km on a 2021 Niu NQI GTS Sport:
- Replacement of 3 battery BMS
- Full wire system replacement
- 2 Complete battery replacement
- 1 FOC replacement
- Replacement of 2 throttles
All done under warranty, but now that the warranty is over, I'm really scared.
At least good after sales service in Barcelona, Spain by Motos Bordoy, but it doesn't make up for all the time lost...
Nightmare time. my NIU GTI been back to shop 5 times in a year and it is on its way back again but have told them i do not want it back as have had enough. Thing charges works for 2 months then stops working, it will come on but just wont move, one of the times it went back for a similar fault they said it was the 12 volt battery so they replaced it and as i have just said 2month down the line and same thing happens just rubbish. They offered me a new bike but not same spec told them this bike cost over 4grand so no, they have offered GTI but whats the point there is obviously something not right with these bikes. Ross from shop in Edinburgh has done his best but he must be sick of all this as well.
Reply from NIU2024-05-07
Hi Ged,
This is Lucy 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. We want to know if the GTI you are talking about is the NQi GT?
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,
Lucy
NIU Customer Support Team
I will not buy anything from them, not even on liquidation sale of NIU
Do not believe what is written on their website.
Delivery according to the site: one week.
After you have not received the goods in two weeks and get out of the deal, they will ask you to return the goods, which according to the track has not even been sent yet. And it is not clear when it will be delivered at all.
Actual delivery was 4 weeks!
I sent the product back and have been waiting weeks for my money back.
They don't have an address in Germany, so in the case of a lawsuit it would be hard to get to these scammers.
Reply from NIU2024-05-07
Hi Stefan,
This is Lucy 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,
Lucy
NIU Customer Support Team
I sent an email to the customer service and still have no answer.
Update: they just replied, 11 months after…
Reply from NIU2024-05-07
Hi Gabriel,
This is Lucy 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,
Lucy
NIU Customer Support Team
Not shipping orders, will not tell you when they will
Ordered a scooter seven (business) days ago and no communication from the company. Emailed about it and no response. Finally talked to their chat bot who said their server was broken and they couldn’t ship orders until it was fixed. Conveniently said they don’t know when it will be fixed. Offered me a free gift of either a bag or a phone holder. Not sure what I’m supposed to do with either of those items if I don’t have the scooter to attach them to.
Also wondered how they would ship those if their server was broken? Weird.
A thirty dollar bag will not make up for the $900 I spent on nothing, will probably just try and get a refund and buy somewhere else. Have screenshots of the conversation to back it up.
Reply from NIU2024-05-07
Hi Rather,
This is Lucy 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,
Lucy
NIU Customer Support Team
We purchased 2 Electric scooters
4 months later one developed a charging fault
Returned it to shop
One of the sales people with a smile on his face
With out looking explained it only warranted with
3 months
So I asked why well it’s a road vehicle and that’s it
So I mentioned that cars bikes motorcycles cycles all come with 3 years warranty
No he said
With a sly grin.so we exchanged words
So never again after sales service was appalling
So I binned it
Purchased 2 new ones from Amazon
6 months later another fault contacted Amazon
And with in 10 minutes had everything I needed to returne them
on the day I called about a refund the money plus my delivery costs and £60 good will gesture was in my account the following day
So we purchased 3 new ones this time £1000 each from Amazon
Knowing that I had peace of mind
That’s why Amazon is very good at what they do
Allowing NUI Bristol to rip off its customers
With poor quality equipment and a smiling sales person
Who should attend a customer service training seminar
Preferably an intense two year, of course,
I don’t think he will pass first second or third time
Reply from NIU2024-05-07
Hi Andrew,
This is Lucy 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 dealer's shop name, address, and phone number and email address.?If you have sent an email to [email protected] before, kindly share tickets number 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,
Lucy
NIU Customer Support Team
Bought a scooter 43 days ago.they gave it to dpd after 27 days. now it is stuck to dpd with no information fpr 14 days. still no scooter.
Reply from NIU2024-05-07
Hi Stelios,
This is Lucy from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the issues with the order. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the order number or 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,
Lucy
NIU Customer Support Team
Endless correspondence with the company about the delivery of the electric scooter.
Empty promises. The customer is left to solve the delivery problems themselves. When contacting the DPD delivery company, there is no information about the fact of delivery. is only an exchange of information about delivery addresses. I am asking for a refund for the third time. Instead, it promises to deliver.
Reply from NIU2024-05-08
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 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 ordered kickscooter almost a month ago and still didn't get anything. not possible to contact with support. worst company which I ever seen. scammers!!!
Reply from NIU2024-05-08
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 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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