Fafrees is a brand company that designs, manufactures and sells electric bicycles. Fafrees have designed different models for different road conditions, such as the City E-Bike and the Mountain E-Bike, in addition to some other models. Overall, Fafrees can be your best travel companion, whether it's commuting or traveling.
Most reviewers were somewhat happy with their experience overall. Consumers frequently praise the exceptionally fast delivery service and the reliable performance of their new electric bikes during daily rides. Many people also find the overall build quality remarkably solid and appreciate the helpful assistance whenever minor technical questions arise.
Some reviewers were not happy with long response times and communication delays when seeking help or replacement parts for faulty components. Other customers additionally noted occasional technical defects or minor packaging problems upon delivery that required extra attention to resolve properly. Despite these challenges, shoppers generally remain satisfied with their overall purchases.
Terrible customer service despite the multitude of emojis on their emails
The bike arrived fine however after 6 weeks the first of many faults happened my bike was out of action for 4 months while they drip fed me repairs 10 months later the bike continues to break down !!!
Please be aware this is a Chinese company with a British registered company who refuses to abide by British consumer laws after so many problems I asked for a refund they refused stating they only give refunds up to 30 days this is not compliant with UK law nor is it I believe compliant with Chinese law BEWARE OF THIS COMPANY
Horrible experience!
I’ve ordered the fafrees f20 lasting in color haze blue in November but I’ve received the wrong color.
At first fafrees suggest me to keep it and to give me a 20€ discount. I refuse because I’ve ordered the blue one not another color.
So we had to arrange a pick up before proceeding to the shipping of the good order.
Guess what, the year is coming to the end and I’ve still not received my order because of the incompetence of the customer service who made multiple mistakes. So I’m still waiting and I doubt that I’ll receive my bike before the end of the year due to the bank holidays.
So cannot recommend anyone to buy something from this company which is not serious and not focused on its customers.
CT from France
Fafrees F20 Mate E-Bike Dreirad Klapprad für Erwachsene
I had a very positive experience with Fafrees. The product quality met my expectations, and the overall service was smooth and reliable. I would especially like to thank Cici for her excellent support—she was responsive, helpful, and professional throughout the process. Her assistance made everything easy and stress-free.
I would confidently recommend Fafrees to anyone looking for a trustworthy and customer-focused brand.
Farfrees F20 - All in all a good experience. Clear updates regarding shipping and arrived much quicker than expected. The free accessories came in another parcel and there was a only one shipping number so that was a little confusing but they did arrive unlike I see some other people say they didn't receive them As a novice bike rider I was worried that I would have to put it together but it was very simple. Just add seat, pedals and handlebars. Slotted in and tightened and tools included. Quality of bike probably better than I expected too. No complaints so far 😊
Before I bought the bike I spoke with a nice lady in Germany and I explained to her how I wanted the bike for my disabled son. She was very kind and helpful and explained the way forward. I used the Fafrees website having gone over and over it reading everything that was interesting and valid for me. Looking at all the pictures etc .I even sent an email regarding the backrest which was the most important thing to me. I was told it will be included as it was not on the added extras you could buy !!!. So I ordered the bike ...I loved it..although a lot heavier than I thought it would be ....No Backrest !!!
I emailed the people who sent it my correspondence was with a man called Echo !! 3 emails I sent him and he was adamant he was not giving me that backrest although I believe it should of been part of the package. I spent over £2200.00 pounds choosing this bike for my son only to be disappointed at the final hurdle. Such a shame as the free gifts that were sent as a welcome pack were incredible. I did as an extra buy the mirrors and no where on there did it mention back rests !! Sadly the attitude of (echo) has let your company down. I am currently compensating returning the bike as it is for a disabled person
Hello, I'm totally satisfied with my e-bike. Delivery was quick and assembly was easy. The package arrived securely packed. Since I couldn't find the charger and pedals right away, I contacted customer service. They responded quickly and helped me find everything.
I was pleasantly surprised by the service and communication, especially since there was some initial shipping damage. Customer service and Cici handled the replacement parts in an excellent manner. I would gladly order again.
My first time with electric bike did some research first fafrees was on a few sites so went direct got a hailong one refurb just awesome bike appears new packing great better than more pricey brands peddle assist and throttle flawless battery length good motor off bike rides well love it would recommend
Reliable, fast, and very friendly responses.
The spare parts service is excellent.
The ordered goods also arrive quickly.
Highly recommended!
This statement is truly my opinion and is not sponsored.
I am very happy with my e-bike from Fafrees (F20 X-MAX).
*edit - 4 days on, still ZERO response or even acknowledgement of my attempts to resolve via email, phone & social media. Please do not buy from this scam of a company. £600 down, will be reaching out to my bank to recover my money.
So far, not great.
Ordered 2nd October- 2 weeks later..still no tracking information received and no delivery.
Have tried several points of contact but no response. Would anyone like to get back to me regarding my order?
I'm extremely disappointed with Fafrees' customer service. I placed an order, received the invoice, and made the payment as instructed — but since then, I haven’t heard anything back.
I have already emailed every address listed on your website, sent messages on social media, and even tried WhatsApp, but I have received no response whatsoever.
There has been no order confirmation, no tracking number, no update — nothing. I am completely in the dark about the status of my order.
This is especially upsetting because the order was meant to be a meaningful gift for someone very close to me who is struggling with depression. This lack of communication has only added to an already difficult situation.
I have all the payment receipts and proof of the transaction. If I don’t receive a response urgently, I will have no choice but to escalate this further through public reviews and legal channels if needed.
Fafrees — please respond. This is unacceptable.
Bought an f20 pro at the beginning of 2025. I'm 75 and was concerned about maintaining my mobility. The ebike was very well priced and after arriving promptly was easy to assemble. The only thing I've changed are the pedals. Having a UK size 11 foot I needed a larger pedal. The lack of cross bar makes it easy to get on and off. Swinging your leg over anything when you're past 70 is no mean feat let alone a saddle. So after over 30 years of non cycling I am enjoying the experience immensely and with the 'e' assistance the hills are no problem even in Sheffield where there are many. Thankyou Fafrees for giving me back more mobility in my twilight years at a price I can afford. Can recommend it for anyone in their later life.
After initial problem with the pedal assist mode we were sent a replacement sensor which now has been fitted and solved the issue , also had all of our fitting costs refunded to our satisfaction. The customer service team were great and assisted us through the whole process so very happy witrh outcome as we were so happy with the bike, and special thanks to Cicci from customer service team.
Because I am used to riding a bicycle, it took a while to get used to a tricycle.
Delivery took a bit longer as the courier sent it on a truck that could not access country roads, which delayed its final delivery. It was very well packed and came in perfect condition.
My son found it easy to assemble. It did not take long before it was ready to ride.
Because I am used to riding a bicycle, it took a while to get used to a tricycle. I am still learning but do not regret making the change at 80 years of age.
At this stage I must say it is quite a trial on rough and uneven ground, but absolutely brilliant on smooth surfaces.
Early Delivery, Easy Setup & a Stunning Fafrees Hailong One
I’m absolutely thrilled with my Fafrees 26" Hailong One e-bike! I ordered it on Amazon on the Monday and got it on the Wednesday, It arrived a day early thanks to DHL’s smooth delivery, beautifully packed and easy to assemble. The bike looks fantastic and rides like a dream. I only had to adjust the front brake slightly, and I’ve ordered mudguards to complete the setup. Still waiting on the chain lock which was meant to come with the bike, but overall the service has been brilliant. Big thanks to Fafrees UK and DHL!
Fafrees F20 Mate Trike. Generally solid but lack of gears makes it not so suitable for road use as you have to spin the pedals at a very fast rate. I added gears but its not a straight forward modification unless you are mechanically proficient. Good off-road. If you intend to use it on the road a lot, consider the UK Jorvik range, more expensive but with good gears and better quality. I purchased an ex demo F20 Mate, which looked new and was fine. Not sure where it was shipped from but any support or spares seems to come from China, with the only communications by email. Have done 1200 miles so far. Took a few weeks to master trike riding technique. Quite a powerful motor and good range. I am disabled so not able to ride an e bicycle so well these days, but its not for the faint hearted as it takes a bit of strength and technique to handle. I have noticed that a lot of seniors seem to buy etrikes, but then think better of it and sell. Good idea to test ride one before you buy. It is nothing like a disability scooter as it is a lot faster and more powerful. If you do buy an F20, get the newer model with twin rear disc brakes, as the single rear disc version tends to lock one wheel up and skid under hard braking due to the differential.
Ordered 2 F20 pros clearly showing as in stock and all seemed well when 2 days later I received email from Bjs (delivery company) booking a delivery day. On that day I received a txt and email confirming a 3 hour slot. Waited for the delivery, nothing arrived. On contacting BJS I was informed that the bikes hadn't been received from FAFREES and that the delivery had been cancelled, although they didn't see fit to contact me about this. I have been unable to contact Fafrees and they have not responded to my emails. Looks like I will have to request a charge back from my card provider
FAFREES 回复2025-08-20
Dear Customer,
Thank you for sharing your experience. We are very sorry to hear about the confusion with your order and the delivery delay. This is certainly not the level of service we aim to provide.
Please contact our dedicated support team directly at [email protected], so we can investigate your order and resolve the situation as quickly as possible. Your feedback will also be forwarded internally to help us improve our processes.
Best regards,
Fafrees Customer Support
The first ride endet with broken horns on both bikes and now there doesnt exist any phone number, no e mail adress to contact farfrees. That doesnt Sound to good. In the meanwhile I got some contact. I dont know how, but I have some. They seid they will replace the horns. No I am wartung and dont know what will happen
FAFREES 回复2025-08-20
Dear Hans,
Thank you for sharing your experience. We are very sorry to hear about the damage to the horns on your bikes and the difficulty in reaching us. This is certainly not the experience we want for our customers.
Please contact our dedicated support team directly at [email protected], and we will do our best to resolve this issue promptly. Your feedback will also be forwarded internally to help improve our service.
Best regards,
Fafrees Customer Support
Fafrees uk and eu telephone number non existent anymore, paid for a replacement motor controller weeks ago and countless emails later still no delivery, now just being ignored by this company. Looks like a scam to me.
FAFREES 回复2025-08-20
Dear Customer,
Thank you for sharing your experience. We are very sorry to hear about the delay and the difficulty in reaching our support. This is certainly not the experience we want our customers to have.
Please contact our dedicated support team directly at [email protected] so we can resolve your issue as quickly as possible. Your feedback will also be forwarded internally to help improve our service.
Best regards,
Fafrees Customer Support
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