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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.
I recently ordered a KQI 300X. Upon taking it out of the box, before even unwrapping it I noticed six assembly issues one after the other while cutting myself in two places due to metal burrs.
It appears that the scooter fell on the kickstand while it was up marring the kickstand mount. This left sharp metal which cut me when I put the kickstand down. And, this I right where the scooter will rub against your leg while carrying. While looking at that I saw that the rubber deck tread was peeling up. I went to unfold the stem and cut my hand a second time on a large chip of metal on the folding collar from where a rivet has deformed the metal on the collar. I took the foam off the back wheel and saw the reflector had broken off. Upon closer inspection it was the right-side reflector that had been installed on the left side (it was stamped "R") and the plastic cracked when the attachment screw was tightened because it didn't seat flush on the wrong side. When I looked at the reflector on the right side I saw that it had a different cutout that would have allowed it to fit properly on the left. So, they installed them on the wrong sides and just left it when one broke off. Then as I was looking at that I could see the rear fender was warped and crooked leaving part of the tire not covered while the other side had a half inch of overhang.
These were all small things but I hadn't even unwrapped it and there were six of them, all assembly or QA issues. It made me skeptical of keeping the scooter. When I contacted customer service it made me more skeptical . You'd be better off talking to AI because at least AI speaks like a human. And, not one apology for all of those issues. I will forward this to the relevant team and wait for a response was the only option. I did get contacted after three days and offered a $30 rebate to accept all of those issues. They were small things but you don't by a new scooter to get one with a bunch of little problems. My bigger concern was the general quality and what it meant about the rest of the scooter. $30 was definitely not enough to offset this. I asked if they could provide return shipping and was sent the standard blurbs on how to submit warranty claims and change of mind returns that involved paying for return shipping and hoping it arrives alright even though the packaging I received it in was destroyed because they don't ship with an outer box. When I objected because this was not a warranty issues or change of mind and the scooter was sent to me misassembled I was again told "I will forward this to the appropriate team and wait for a response." They already were sent photos and had three days to assesses the issues. I already told them without a substantial rebate I would be returning it. Just the vibe I was getting from the rep was this was gonna be one of those situations where in the next response there is something else I have to protest and it will be another three days for a response and they will keep doing that until you give up. Reading the other identical reviews here does not make me feel better about the situation but does make me feel better about returning it. If I can.
From my experience, don't buy one. Mine want even unwrapped and it had six defects. And, no one at customer service seemed surprised. Nor, did anyone in customer service seem empowered to resolve anything. And, that's the only person you can talk to. I'm sure someone will reapond to this right away and say that it's being addressed. Instead of that, why don't they just do something. Maybe customer service can't assess a warranty issue but they can't set up shipping? And, if they can't why don't they just connect me to who can or tell me what's gonna happen. The ball is in their court, prove me wrong if your customer service department isn't just a stalling tactic to get people to give up.
NIU 回复2026-08-21
Hi Vincent,
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 NIU, we are committed to providing high-quality customer service. Your feedback is valuable and helps us improve our support. Unfortunately, due to platform limitations, we are unable to follow up on cases directly via the review platform. Therefore, we provide customers with alternative channels to resolve their cases efficiently. To ensure proper handling, we may request certain details about the issue when directing customers to these channels. We apologize for any inconvenience this may cause.
To ensure we address your concerns effectively, could you please provide the email address or order 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.
You can contact our online customer service via the link on our official website (https://shop.niu.com//) to follow up on your case.
When contacting us by phone, please call during the designated hours and use the phone number corresponding to the specific country.
Here are our toll-free numbers:
US&CA: +1 877 295 8403 (11 AM–8 PM ET, weekdays)
FR: 0805 980 421 (11 AM–8 PM CET, weekdays)
DE: 0800 588 9224 (11 AM–8 PM CET, weekdays)
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
I ordered a NIU KQi3 Pro (€279) from the official NIU Germany store. I provided my complete address, including my room number, but NIU failed to pass the full address to DHL. As a result, the delivery failed and the scooter was returned.
Since July 24th, I have received the same reply repeatedly: "Your case has been forwarded to the relevant team. Please wait 2–3 business days." and I still have no new tracking number or confirmed reshipment date.
The mistake was not mine, yet I am the one suffering because of it. This experience also makes me worry about future warranty or service support. If they cannot resolve a simple delivery issue, how will they handle technical problems after purchase?
I hope NIU improves its customer service. I will update this review if my issue is finally resolved
NIU 回复2026-08-05
Hi Ali Mohammad,
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 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 purchased a second-hand NIU KQi 100P through Facebook Marketplace in good faith. The scooter works perfectly and was never reported stolen, but I later discovered that it is still bound to the previous owner's NIU account.
I contacted NIU Customer Support hoping they could help verify my ownership and transfer the scooter to my account. During the process, I followed every instruction provided. I contacted the seller multiple times, requested the original receipt, and later requested the phone number and email used to register the scooter. I even provided screenshots showing that the seller is no longer responding.
Despite my efforts and my willingness to verify my identity with a government-issued ID, driver's license, photos of the scooter and serial number, or even a live video call, I continue to receive responses stating that the original purchase receipt is required.
I understand and support NIU's anti-theft policy. However, there appears to be no documented ownership transfer process for legitimate second-hand buyers when the original owner cannot provide the receipt or is no longer reachable.
This policy leaves honest customers with a fully functional scooter that cannot be registered in the app or fully used. I hope NIU will review this policy and implement a fair ownership verification process for legitimate second-hand purchasers while continuing to protect against theft.
I would appreciate it if NIU management could review my case and consider an alternative ownership verification process.
NIU 回复2026-08-03
Hi ABHINAV,
This is Johnson from NIU Customer Support. Thank you for taking the time to share your experience and feedback. We understand how frustrating this situation must be, especially after making every effort to contact the previous owner and provide alternative forms of verification.
We appreciate your support for our anti-theft policy and your thoughtful suggestions regarding the ownership transfer process.
At this time, however, we do not have any alternative ownership verification method beyond our current policy. We sincerely apologize for the inconvenience this may cause and understand that this is not the outcome you were hoping for.
Your feedback has been noted and will be shared with the relevant team for consideration as we continue to improve our products and customer experience. Thank you for your understanding and patience.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
I would be glad to give it no stars. Everything from the second I bought this scooter, from the return policy, from contacting the support, everything was terrible. I couldn’t explain how bad of a company this really is. I would highly recommend you never purchase a scooter or any product in that matter from this company if your life depended on it. I would rather have just burned the money. Proceed with extreme caution, or don’t proceed at all, and save yourself a lot of time and a lot of hassle. Worst customer experience I’ve ever had.
NIU 回复2026-07-25
Hi Morgan，
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. 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.
Chat: Head to: shop.niu.com, and Press the chat button on the right side of the website
Here are our toll-free numbers:
US&CA: +1 877 295 8403 (11 AM–8 PM ET, weekdays)
FR: 0805 980 421 (11 AM–8 PM CET, weekdays)
DE: 0800 588 9224 (11 AM–8 PM CET, weekdays)
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
Kqi100p scooter purchased in November 2025 for Christmas had frame cracks by February. It took 6 weeks of constant emailing and sending the whole scooter back to get a replacement, they did replace it) Less than 6 weeks later the charger stopped working. I would have just bought a new one instead of dealing with warranty, but the charger for this scooter is out of stock and has been for at least 3-4 weeks since I started checking. Now, the website is t working to send a warranty claim. Perfectly good scooter is completely unusable bc no charger!!!
NIU 回复2026-07-19
Hi BJ,
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. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please email us at [email protected] with your country, product model, and the issue you are experiencing? 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 want to make it super easy for you to connect with us. Here are our toll-free numbers:
US&CA: +1 877 295 8403 (11 AM–8 PM ET, weekdays)
FR: 0805 980 421 (11 AM–8 PM CET, weekdays)
DE: 0800 588 9224 (11 AM–8 PM CET, weekdays)
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
We purchased our scooter on June 7, but we've never been able to use it because the charging port is defective and the battery won't charge.
We contacted customer service multiple times, and after more than 10 back-and-forth emails, we still have no resolution. They initially asked us to ship the brand-new defective scooter to their service center at our own expense, which is unacceptable. Since the product arrived defective, we requested either a replacement or a full refund, with the company covering all associated costs.
Instead of resolving the issue, they stopped responding. This has been one of the worst customer service experiences we've had. A company should stand behind its products and promptly resolve issues with defective items, not leave customers waiting without answers.
I would not recommend this company based on my experience.
I cant reply to your response. The ticket numbers are 35500140 and 35583877.
NIU 回复2026-07-03
Hi Christopher,
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 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 would like to clarify our after-sales process. Once a repair request is submitted through our online portal, our after-sales team will review the information provided and, if applicable, issue a prepaid shipping label for you to send the scooter to our authorized service center. After the scooter arrives, our technicians will perform a professional inspection to determine whether the issue is covered under warranty or is the result of external damage or improper use.
Based on the inspection results, the necessary repairs or replacement parts will be identified. If the issue is covered under warranty, the repair will be handled in accordance with our warranty policy. If the issue is determined to be outside the scope of warranty coverage, a quotation will be provided by email before any chargeable repairs are carried out. The quotation may include, where applicable:
* Shipping costs
* Labor costs
* Spare parts costs
* Other service-related fees
For more information, please refer to our warranty policy: [https://shop.niu.com/pages/warranty].
If you are seeking a replacement or refund, please note that the following conditions apply:
1. The items must be purchased from our official website (shop.niu.com) or Amazon.
2. You can return items within 30 days of receipt.
3. One of these conditions needs to apply:
a. Your Ride Statistics show less than 10 miles (16 km). You can check this easily in the NIU app by going to [Vehicle] >> [Ride Statistics].
b. The items you received are incorrect, defective, or not performing as advertised.
If you have any further questions, please use our contact information:
Chat: Head to: shop.niu.com, and press the chat button on the right side of the website.
Hotline:
NA: +1 877 295 8403 (11 AM–8 PM ET, weekdays)
FR: 0805 980 421 (11 AM–8 PM CET, weekdays)
DE: 0800 588 9224 (11 AM–8 PM CET, weekdays)
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
I wish with all my heart I had checked reviews before buying because It would have prevented me from my mistake.
I ordered an e-scooter KQI100P and realised immediately after receiving it that it was simply too big for me. The scooter was brand new and I contacted customer support the same day detailing everything with proofs and as to why I was requesting this return.
A few days later ,Instead of getting clear guidance about returning it, I received generic replies that didn’t address my request , which was the first red flag and woke confusions in me.
Then I read the return conditions more carefully and that’s when I didn’t even want to bother .My understanding was that I would need to send the scooter back, and if the return was not accepted after inspection, the scooter could be sent back to me, I would not receive reimbursement, and I could also be responsible for transport costs.
After realising this catch, I had no real choice but to keep the scooter even though I do not want it. In the end, I feel like I lost money despite requesting the return immediately after delivery.
What made me even more disappointed was that afterwards I searched online and found many people describing experiences that felt very similar to mine. I honestly regret not reading customer experiences earlier because I would have neverrrr !!
To anybody reading my message: please don’t buy nothing from NIU because you will only loose your money as I did and as everyone in here did it’s bad bad and it smells like fraud
Better go to a physical store and see the product in person before buying anything I know I will and Never NIU again for me.
NIU 回复2026-06-20
Hi MeganMarigona Arifi,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the issues you encountered during the return process. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the email address or order 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 want to make it super easy for you to connect with us. Here are our toll-free numbers:
US&CA: +1 877 295 8403 (11 AM–8 PM ET, weekdays)
FR: 0805 980 421 (11 AM–8 PM CET, weekdays)
DE: 0800 588 9224 (11 AM–8 PM CET, weekdays)
Also, you can also contact us via the online customer service on our official website.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Do not buy Niu again..noone.
The after sale is terrible!
I bought Niu qi sport, all the time disconnections with the battery.
The saler from my country is the worst seller that coild sell these motorcycles.
They dont even now how to fix the motorcycles...
Everything is mess.
I live in Rhodes island in Greece .
And you shouldn't give to this seller to sell these products..
You will always lose money from this.
NIU 回复2026-06-14
Hi Meggavlon,
This is Johnson from NIU Customer Support. We are truly sorry to hear about the issues you have experienced with your NQi Sport and understand your frustration regarding the battery disconnection problem and the support you have received. Thank you for bringing this to our attention.
To ensure that you receive the appropriate assistance, we recommend contacting an authorized NIU dealer. You can use our Store Locator tool to verify dealer authorization and view store details: [https://www.niu.com/en/niu-store-finder/find-store].
In addition, you may contact our dedicated electric motorcycle support team directly at [[email protected]](mailto:[email protected]). They will be able to review your case and provide further assistance regarding your vehicle.
Thank you again for your feedback. We value your comments and will continue working to improve our products and services.
Warm regards,
Johnson
NIU Customer Support Team
Do not buy NIU! (see all bad reviews on Trustpilot), it's a Chinese company.
My Niu KQi Air failed under warranty in May 2026 after 6+ months, error 07. NIU picked up the scooter, not repaired it, not replaced it, or refunded a single euro, asked to pay €60 for transportation — just endless requests. Worst after-sales experience I have ever had!
Instead of properly diagnosing the issue, Niu quoted me €742 for repairs and proposed replacing nearly all major electronic components at once, including the battery, motor, and controller.
When I refused to pay for these extensive repairs on a scooter that was still under warranty, my scooter was returned with additional damage to the carbon fiber parts and additionally, sabotage during assembly causing the drive wheel to become blocked. My electronic NFC unlock key card was also not returned to me. Based on my experience, I was very disappointed with both the diagnostic process and the handling of my warranty.
NIU 回复2026-06-05
Hi Tommy,
This is Johnson from NIU Customer Support. I came across your review and am truly sorry to hear about the difficulties you have experienced with both your vehicle and our customer service. Thank you for taking the time to share your feedback.
To help us better understand your case and provide appropriate assistance, could you please send us the email address or phone number you used when contacting our support team? If you have a ticket number or RMA number from any previous communications, we would greatly appreciate it if you could share that as well. This information will help us locate your records and review the current status of your case.
Regarding the issue you mentioned, Error Code 07 indicates a controller communication failure. In such cases, the scooter typically requires inspection and diagnosis by an authorized service center to determine the root cause and the appropriate repair solution. We would also like to clarify that NIU warrants its products against defects in materials and workmanship under normal use during the applicable warranty period. Eligibility for warranty service is subject to the following conditions:
1. The product or component is within the applicable warranty period. Please note that the warranty period begins on the original date of purchase.
2. The issue is not the result of accidental damage, misuse, unauthorized modification, or other non-warranty circumstances.
For additional information, please refer to our warranty policy: [https://shop.niu.com/pages/warranty]
Due to the limitations of this platform, we recommend continuing the discussion through our official support channels for more efficient assistance:
Online Chat: Visit shop.niu.com and click the chat button on the right-hand side of the page.
Customer Support Hotline:
• North America: +1 877 295 8403 (Weekdays, 11:00 AM–8:00 PM ET)
• France: 0805 980 421 (Weekdays, 11:00 AM–8:00 PM CET)
• Germany: 0800 588 9224 (Weekdays, 11:00 AM–8:00 PM CET)
We sincerely apologize for the inconvenience you have experienced and remain committed to helping resolve this matter as efficiently as possible.
Kind regards,
Johnson
NIU Customer Support Team
I’ve got a Niu NQI sports but the battery is broken and iv tried contacting them about a new battery but they haven’t got back and ive only had it for 6 months and it goes 30 miles per hour and Where I have to go everytime for work is a fast road that is 50 to 60 miles per hour would it be possible to make the bike go a bit faster
NIU 回复2026-06-05
Hi Rowan Jenkins，
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.
The NQi Sport has a top speed of 28 mph, and unfortunately, the vehicle cannot be increased to go faster. The sale and repair of electric motorcycles are handled by local dealers. If your current dealer does not respond to you, you can use the store finder below to check if there are any other dealers near you. You can find our local dealers by visiting https://global.niu.com/en-us/find-a-store.
If you have any other issues, please email our relevant team at [[email protected]]. 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
I bought the NQiX 500 a few months ago. At 410 km on the odometer, I am dealing with five separate issues, several of which are genuine safety problems.
The warning light button gets stuck regularly.
Pressing it a second time does not turn it off. To deactivate it, I have to press the reverse button, which occasionally triggers Reverse mode while I am riding. My speed drops from 65 km/h to 3 km/h in active traffic. That is dangerous.
On multiple occasions, the bike has started accelerating on its own right after being turned on. I stayed in control by braking, but this should not happen on a nearly new vehicle.
Today, after holding the brakes in slow traffic in 34 degree heat, my right brake lever locked completely and became unresponsive. I rode through a traffic jam with one working brake.
The battery deck latch is unreliable. It fails to open so often that I had to use a screwdriver to access the battery.
My custom driving mode keeps reverting to Dynamic without any input from me. Speed drops from 80 km/h to 65 km/h mid-ride, which is a real problem when you are riding alongside fast traffic.
I do not know if these are hardware defects or firmware issues. What I do know is that three of these five problems are safety risks, not inconveniences. At this price point and this mileage, that is not acceptable.
I am waiting to hear from NIU on whether a firmware update can fix this or if the bike needs to come in for inspection.
NIU 回复2026-05-26
Hi Jooha,
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.
According to your desciption, we recommend that you stop using the device until it has been thoroughly inspected. You can check if there is a local NIU-authorized store near you by referring to the following link: https://global.niu.com/en-us/find-a-store
Also, if you have any other queries regarding 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
Great scooters, I have an NQI GTS, however they just left customers high and dry here in the U.K. So, I will never buy this brand again, ever.
I don't care if they come back to the U.K., I ain't buying another one. Fool me once...
NIU 回复2026-05-26
Hi Alan,
This is Johnson from NIU Customer Support. Thank you for bringing this to our attention.
Currently, we have a distributor located in the UK. If you require any after-sales support, please reach out using the following contact information:
Name: Jeremy Boorer
Cellphone: +44(0)7917-798861
Email: [email protected]
Region: UK
Adress: Unit 6 Churchill House, Windmill Road, Brentford, TW8 9NB
If you have any questions about electric motorcycles, please reach out to the appropriate support team by emailing [email protected]. They will be happy to assist you and respond to your request within 24 hours. Thank you for your understanding.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
I purchased the KQi electric scooter and have had nothing but problems since day 1. Within less than a month the control panel displayed an Error while i was riding, leaving my stranded on my way to work. It also doesn't even come close to meeting the advertised mileage. I contacted NIU support and formally requested a return under their own published return policy, which covers defective products. They sent the scooter back to me after repairs without my consent, and then stopped responding to my emails entirely. I am now being forced to go through my credit card company to reverse the charges. If you are considering a NIU scooter, I would strongly encourage you to look elsewhere. I wish I had.
NIU 回复2026-05-19
Hi Katarina,
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're considering a replacement, please review the following guidelines:
1. Items should be purchased from our official website (shop.niu.com) or Amazon.
2. You can return items within 30 days of receipt.
3. One of these conditions needs to apply:
a. Your Ride Statistics show you’ve traveled less than 10 miles (16 km). You can easily check this in the NIU app by selecting [Vehicle] >> [Ride Statistics].
b. The items you received are incorrect, defective, or not functioning as advertised.
Additionally, the following factors may affect the vehicle's actual riding range:
1. Riding Mode: The typical range is tested in the E-Save mode (9.3 mph or 15 km/h). The motor output power of the KQi2 Pro is 300 Watts. Switching the riding mode from E-Save to Sport, the output power will increase from 300 Watts to 600 Watts. In return, the speed becomes higher but the claimed range will be shortened by 40%.
2. Riding Style: Smooth acceleration and braking help maintain a longer range. Aggressive riding with frequent stops and starts will decrease the range.
3. Rider Weight: The typical range is tested with a rider weight of around 165 lb (75 kg). Heavier riders may experience a shorter range.
4. Terrain: Flat, smooth surfaces will provide the best range. Riding on hilly or uneven terrain will reduce the range.
5. Weather Conditions: Optimal range is achieved in moderate temperatures ranging from 70℉ (22 ℃) to 77℉ (25℃). Extremely cold or hot temperatures can affect battery performance and reduce the range.
6. Tire Pressure: Properly inflated tires reduce rolling resistance and can help achieve the maximum range. Under-inflated tires can decrease the range.
Due to the response limitations of this platform, we are unable to provide further follow-up assistance here. We recommend that you contact the scooter support team at [email protected]. Thank you for your understanding.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
UPDATE 7 June 2026 – Reply to NIU: Hi Johnson, thanks for replying. For the record, I've already provided my contact details multiple times since November 2025 — that repeated loop is exactly what this review is about. My ticket reference is uTj0UoMK. What I need now isn't another request for information you already hold, but a concrete next step and a date by which the scooter will be collected, repaired/replaced, or refunded. I'll gladly update this review the moment the issue is actually resolved.
NIU 回复2026-06-05
Hi Jihad,
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 an RMA number or 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
Do not buy NIU. My KQi2 failed under warranty in November 2025. After 6+ months and dozens of emails, NIU has not picked up the scooter, repaired it, replaced it, or refunded a single euro — just endless requests for an address I provided multiple times. Worst after-sales experience I have ever had.
NIU 回复2026-05-19
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 an RMA number or 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
Terrible customer service, heading to small claims court
I purchased an NIU scooter and ran into a warranty issue. What followed was one of the most frustrating customer service experiences I’ve had. Email responses were bot-generated one-paragraph replies that didn’t address a single concern I raised.
On Trustpilot specifically, the pattern is equally maddening. Johnson responds to every review with the same script: “We can’t find your ticket, please contact after sales for support.” So let me make it easy. My case number is P260407000004. When Johnson responds to this review with that same form reply saying he can’t locate my ticket, readers will know exactly what kind of support to expect.
NIU, that’s exactly what customers are telling you. We contacted after sales. We didn’t get a substantive response. Repeating the same deflection isn’t support, it’s a wall.
After exhausting every avenue, small claims court is now pending. Let’s have a judge decide. Buy from a company that actually stands behind its products.
NIU 回复2026-05-10
Hi Jakub Owca,
This is Johnson from NIU Customer Support. We noticed your review and sincerely apologize for the inconvenience you have experienced regarding your warranty issue. Thank you for bringing this matter to our attention.
At NIU, we are committed to providing high-quality customer service. Your feedback is valuable and helps us improve our support. Unfortunately, due to platform limitations, we are unable to follow up on cases directly via the review platform. Therefore, we provide customers with alternative channels to resolve their cases efficiently. To ensure proper handling, we may request certain details about the issue when directing customers to these channels. We apologize for any inconvenience this may cause.
After checking your RMA order number (P260407000004), we found that your vehicle has experienced significant water damage. As a result, we are unable to provide warranty service. Please note that NIU guarantees our products to be free from defects in materials and workmanship during normal use for the duration of the warranty period. To be eligible for an in-warranty repair, the following 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 information, please refer to our warranty page: https://shop.niu.com/pages/warranty
Additionally, we have confirmed that the relevant team is actively following up on your case. For updates or further assistance regarding your case, please contact us at [email protected].
We appreciate your understanding and thank you for your patience.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Thank god for Trustpilot! Was just going to order a e-scooter for over 300$ but thankfully I read all the reviews here!
It’s probably best to buy one in store and not online, especially not from niu!!!
Sorry Niu but DO BETTER!
NIU 回复2026-04-08
Hi,
This is Johnson from NIU Customer Support. Thank you for sharing your feedback. We’re sorry to hear that the reviews you’ve come across have caused concern.
At NIU, we are committed to improving both our products and customer experience, and we truly value all feedback as it helps us do better. While many customers have positive experiences, we understand that there is always room for improvement.
If you have any questions or would like more information before making a decision, please feel free to reach out to us directly—we’d be happy to assist you and provide further support.
Thank you again for your honest feedback.
Also, we kindly recommend purchasing NIU from the official channel. If you have any other queries, 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!
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
DO NOT BUY FROM NIU!!! Awful experience with the service team
I bought a NIU kick scooter KQi1 Pro EU-GY scooter in December 2024 in Valencia, Spain. It worked perfectly until September 2025 when I noticed it was getting slow, not reaching its full potential speed of 25km/hr no matter the conditions of the road or weather or if i had a backpack on or not. Full battery drained to empty on a 20 min journey. Normally my journeys to work are no longer than 15 mins. I never leave it charging overnight and there are no hills where I live. I contacted NIU repair and sent it back in Jan 2026 (2 years warranty still active until Dec 2026) I had to source a box myself to send it, which was very very difficult and they returned it to me having replaced the battery (ticket 1VAg199Y). I noticed that it was worse when they sent it back to me. it was slower like 18km/hr max and then it would randomly beep and go slower to 13km per hr max. I decided to send it back again as it was clearly not fit for use. The second time they did absolutely nothing (ticket CB8hh30I) I emailed them asking why and after testing it on their machine tester it showed 25km/hr. Testing a scooter on a machine is NOT the same as someone bearing weight on it. The worst thing about NIU is their repair service system. You go online to niu.b2x and request a repair. Nobody contacts you, they just immediately send you a return label. Nobody reads the message you write until the scooter arrives in the repair place. They do not contact you while they have it. They just do what they want with the scooter, write a report and send it back to you. When you receive the report, the scooter is already on its way back to you so you cannot ask them to look at something else or ask that they test it themselves. This happened to me the second time. I ready the report saying they had done nothing and I needed them to either fix it being slow or replace it. I contacted consultas at attentosq and they were not helpful at all. They replied in rude short answers, no name either. I asked to speak to a supervisor and they refused saying they had no supervisor which I do not believe. I work in customer service and I found this service so awful. They sent me a video from the warehouse showing my scooter going at 25km/hr. I tried to believe them so when it returned back I tried to stick it out and pray it would go back to normal but it didn't. There was a cap missing on the pressure / air part on the wheel, a wire hitting off that part and making a noise. Air depleting from the wheels. Also they tried to make me think I was the problem but bearing too much weight on it or riding in wind or other factors that are causing the issue. I tried to trust them and thought maybe the app configuration was the issue, but after receiving it back after ticket CB8hh30I, it would no longer connect to the app at all. I sent it back again today (ticket fOb7WqyY) as the tires are becoming too flat, it is not going faster than 16km/hr on a good day / 14km/hr on a bad day and the wheels feel like they are moving and falling off. It is so dangerous and as my transport to work, nobody is taking this issue seriously. This is by far the worst service I have experienced. Nobody is trying to help me, nobody cares, No offer to replace it or refund the order. I never make bad reviews as in my work I work with google and trustpilot. I am a very nice and understanding person but I don't make reviews, this is the last option I have, this is where I draw the line. Please i urge someone to take responsibility and help me. Test the scooter as if you were riding it, stop testing it on a machine. And if you cannot do anything to fix it or replace then just give me a refund so that I can buy one from a better brand because this is ridiculous. Thank you
NIU 回复2026-03-26
Hi Lucy,
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.
We have forwarded all the details you provided to the relevant team for follow-up, to ensure that they resolve the issue with your scooter this time.
We are committed to providing our customers with the highest quality service. According to our system records, we have not been able to locate any information regarding your visit. If you have any previous ticket numbers from your communications with us, please share them so that we can investigate the customer service issues you described and work on improvements for the future.
To ensure we address your concerns effectively, please email us at [email protected] and provide your RMA number to receive the latest update.
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
I bought Niu QI2 pro scoot and it was broken just after one month usage. The most terrible thing is their service center. I spent one week to create a ticket(there are lot of errors on their after sale page, and I can't use correct because I'm not in Germany). There were two options: 1, they sent spare part to me and I repair it by myself. 2, I sent the scoot to their service center in Spain. I chose option 1 because I think it would be quickly handled. But I was wrong. there was no update at all within 15 days. I contact service center and they just asked me to be patient. I hope I could get the spare part within another 15 days. And I really hope that I checked the comments of Niu so I would NOT buy any Niu's product anymore. Poor quality and terrible service!
The service ticket number is: ECC260309000002. You could check it.
NIU 回复2026-03-25
Hi Jubing,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the issues with our after-sales service/your vehicle. Thank you for bringing this to our attention.
We would like to understand what errors you encountered on the after-sales page. Please share some details so that we can forward them to the relevant team for improvement.
We sincerely apologize for the inconvenience caused by the delay in sending the spare part. We have already forwarded your case to the relevant team for investigation so that it can be resolved as soon as possible. Due to limitations of the Trustpilot platform, we are unable to follow up on this case again here. To receive updates on your case promptly, please email [email protected]
. We will try our best to assist you.
We are committed to providing our customers with high-quality service. If you have any other issues, please email us at [email protected]. We'll try our best to help you. Also, our products undergo strict quality inspections before leaving the factory. We are committed to the quality of our products and guarantee that they are free from defects in materials and workmanship under normal use.
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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