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.
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.
Very dissatisfied with the after sale service. After 6 month,had a battery issue in last december. So I did my first complain 5th December, 2024...Got few reply emails mentioning that wait patiently...wait more than one month then I called them again. After few calls they arranged return process on January 12th...returned the scooter and they have received it by 22nd Jan... Then again no update...after few calls, again got a reply with mentioning start processing...They did not resent it for 10 days after completing the repair untill I send emails...
Unfortunately today evening I received the scooter with many damages. I sent it as a new one, no scratches, with all original package .
But now stand broken. When handle rotate it gives sandy sound...just a shame to ride this one...many scratches, flore carpet no glued well. Returning package was totally dump...I am really really disappointed with the service... They to nearly 3 months and finally they sent me a dump...Such a waste... Please don't by from NIU Canada. Never ever recommend their service...
NIU 回复2025-03-02
Hi Meena,
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
Scam company. Stay way. I ordered a NIU kqi 2 pro. It looked great, but I wasn't satisfied with the performance, so I returned it in November 2024. Now, in late February 2025 I still haven't received my refund, even though they have confirmed they received it and everything was in order.
After several emails and late replies, I don't expect to get any refund. They just say they will look into it every time, even though service department finished the case.
NIU 回复2025-02-25
Hi Sabshon,
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、RMA work order number and 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 wish there was an option to rate it less than one star. I originally ordered my scooter on black friday and it took 2 weeks to ship which was fine but when i received my scooter one of the wires were defective so I submitted a maintenance request in mid december and thought it would only be a week or two until it was repaired. However, I just received my scooter (february 13) and the scooter I received back had scratches all over the bell, scooter handles and seemed like I just got a partially refurbished scooter even though it was just a wire that needed to be replaced. On top of that they didn’t even send back my charger. Honestly a horrible experience and I don’t even want to return this scooter for a new one because I think it will take another 2 months.
NIU 回复2025-02-17
Hi Zain，
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 share the RMA work order 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.
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!
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Update: When public complaints are made (here) they respond very quickly. Meanwhile my email responses take up to a week before they get back to me. Shows what kind of company they are.
Absolutely horrible experience with this company. They will take every way around the actual goal. I returned a scooter due to false advertising. The scooter was listed to be able to go up a 15% grade incline, but I couldn't get up 5% without needing to push myself more to assist the scooter. I sent out my scooter for return at the beginning of January and FedEx delivered, with a signature, mid January. A customer service rep confirmed that they had the package and the the refund process would take up to 7 business days. Onward to today, I sent out an email inquiring to my refund. The new rep once again said that they just now received my scooter (Feb 4th) and that the refund would take 7 business days. Horrible company, buy from another instead.
NIU 回复2025-02-06
Hi Nate,
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
Recently I purchased a Niu KQI Pro 3. It came in working order with no issues however it was a bit too heavy for me to cart around and place on the train so I decided to return it. I spoke with support and all was in order and they were happy for me to return it. When I tried to do the return there was a problem on the website and I couldn't get it returned from Denmark.
Long story short there was some issues with returns and repairs in the area so they said keep the scooter and they will give me a full refund. I thought wow this is great service and I am happy they never made a problem on their side my problem.
Fast forward to today and I have still not received my refund. It has already been 20 days since I asked for the refund and still nothing! I wanted to buy myself another lighter scooter but now I have to wait and this is now messing me around for work and costing me extra money. This has really soured the experience for me as I was going to give Niu a glowing review but it seems like when it comes to refunds they lie and say it will take 3-5 business days.
I have contacted support multiple times only to be told I need to wait for the refund. Surely a refund can't take over 20 days to issue!
UPDATE:
I have changed my rating now as I have received my refund and I got a free scooter to sweeten the blow. Thanks for sorting this out Niu customer service. But maybe please work on your refund department. They are giving you a bad name. The scooters are top notch though!
NIU 回复2025-02-06
Hi Aiden.
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the issues with our customer service. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the email address or phone number you used when reaching out to us? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
After considerable research, I purchased a KQi3 MAX. It seemed to fit "best bang for your buck" category - around $1000CAD. I was generally pleased with KQi3 MAX. But after less than 1 year of riding (twice a week) it stopped turning on. A warranty claim was filed; 2 weeks later the claim was accepted and the scooter was shipped to a repair facility. Another 3 weeks goes by, and I receive an e-mail saying the scooter is repaired and is being shipped back to me via UPS. The scooter was lost in the mail and never arrived. Multiple claims were submitted to UPS for lost package, and neither UPS nor the warranty provider (Besender) or NIU will take accountability. It has been 10 months since my initial inquiry and every e-mail has been brushed off.
Overall Niu's customer service is non-existent. In hindsight I should have known better. I wish I hadn't "cheaped out" and got a Niu. I have since upgraded to an Apollo and haven't looked back - they have outstanding customer service and the quality is night and day. I would not recommend NIU to anyone - spend a little more and buy a from a truly reputable company.
edit:
RMA BSR240208-0021
NIU 回复2025-01-14
Hi,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with our customer service/your vehicle. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the email address or phone number you used when reaching out to us? If you have a ticket number and RMA order number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process. Please be assured that the service center follows a strict and professional inspection process. However, regarding the warranty, we are always open to hearing from our customers and working towards clearing up such issues, please provide more details, and we will be able to forward the details to the relevant team for investigation again.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
RUN AWAY!! I purchased a new NIU MQi-GT thirteen months ago. Within those 13 months it has broken down numerous times which led to to four major repairs and counting. So far the only thing left to replace is the motor and batteries, ever other major component has been replaced. It is very stressful and sometimes dangerous to ride when something like the handle bar nut coming loose or a random error code appears and you cannot move in traffic. This was a terrible purchase. Their support is a joke, they never resolve anything or follow-up. I haven't been able to ride without issue for more that a few months at a time. I wish I could give it back or at least have NIU admit that this unit should be replaced at no cost. Worst vehicle purchase of my life.
NIU 回复2025-01-13
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.
The sales and after-sales services for mopeds are handled by local dealers. To better address your issue, please contact your local dealer.
You can also send an e-mail to: [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
Trying to get a NIU NQI GTS Pro repaired and finding this company a dead loss. Their find a store website is years out of date. Three nearest dealers signposted are no longer agents and telling me that Niu have gone bust !
Their corporate website is false and misleading to a material degree and has been reported to ASA and trading standards.
Aftersales support is non-existent and if you buy new you can expect crazy depreciation in value. As for insurance on these bikes you've only got to scratch it and they will deem it a total loss !
I also am highly suspicious of the recent glowing 5 star reviews posted here from people who've only posted 2 reviews!!!!!
Hmmmmmmm!
Typical corporate vomit response below. They simply do not care about misinformation and abysmal customer service.
NIU 回复2025-01-07
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.
For better and quicker resolution, please try to find another local dealer to deal with the problem. You can use our store finder to contact a local dealer near you: https://www.niu.com/us/find-store.
Also, for inquiries related to electric motorcycles, 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
No scooter, no communication, ***UPDATE:delivered with no clear manual, comes with handlebar unassembled
Purchased the KQi 300X December 2nd, received an email stating it was dispatched on December 3rd.
Nothing ever since, no sign of the scooter nor any communication from the seller. Delivery time is meant to be 2-7 working days so for all I know I just got scammed.
After this complain the company got in touch with me and the next day the DPD driver tried to deliver the next day (only during working hours tho), finally received it bit had to take a half day from work! For nothing btw caus3 the delivery was late. So ordered on the 2nd and received it on the 20th (just before the holidays so I don't even have time for a proper testdrive/making sure theres no defects until January).
And guess what? It doesn't turn on,
Had to watch a YouTube video to figure it out, thinking my scooter was faulty.
No where on the silly step by step quick start/user manual/product manual says to connect the cables before inserting and screwing the handlebar, sounds obvious but mine cane with the cable's in an "U" shape so I thought it was meant to be like that, instead I had to unscrew the handlebar, pull the cables out and connect them.
Surely they could have added that to the manual/pic by pic quick start?
But also could they not find a way to deliver the scooter already assembled?
Really don't like the idea of my handlebar being held together by 6 tiny easy to remove screws! Wtf??
Honestly can't belive this scooter was recommended to me! The guy that recommended tests scooters but he didn't purchase it himself so didn't know about the self-assembly. That's a big no for me!
Could give 2 stars at most but realistically I wouldn't recommend the company at all.
NIU 回复2024-12-18
Hi,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with the logistic postponement. Thank you for bringing this to our attention.
We totally understand how you feel. Since there have been a lot of orders since the Black Friday promotion, we have been stepping up the delivery arrangements. For some orders that are not updated, we have been contacting the logistics company several times a day to urge the orders. Sorry for any inconvenience caused. Please DM us or email us at [[email protected]] with your order number and wait patiently. We believe that with our joint efforts, you will receive the package soon. 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 bought a Niu Gova 03 Elecric Moped in Denpasar, Bali last year. The charger is not charging the battery. I have called After Sales. They tell me that their one and only technician has been on sick leave for 4 months.
Also, if I need a new battery, it will take 3-6 months to get one from China. They told me they had spare batteries but they are all gone.
I think that is highly unlikely, but that is what they said. I do not advise anyone to buy a Niu in Bali has they do not have any After Sales available and no spare parts. Buying a Niu was a big mistake.
NIU 回复2024-12-06
Hi,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with our customer service. Thank you for bringing this to our attention.
For the moped, you can check if there is a local NIU-authorized store near you by referring to the following link:
https://www.niu.com/us/find-store
If you have any other queries, please email us at [[email protected]] with more details, and we can continue there!
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
I received a Kqi2 with a broken rear fender.
I email them for a replacement part. They ask me to confirm that I want one. (wtf?) I say yes, then they ignore me and my follow up emails.
Disappointing customer service
NIU 回复2024-12-05
Hi,
This is Johnson from NIU Customer Support. I noticed your review and I'm truly sorry to hear about the ongoing issues with our customer service. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide your region and 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
New NIU kqi2 pro
Problem : Broken folding mecanisem
Problem : Over current
Problem: Stall warning
Problem:Overvoltage error
Problem:Hall error
Problem:Throttle hall error
Problem:Brake error
Problem:Communication error
Problem:Torque sensor error
Problem:Controller over temperature error
Problem:Drive power error
Problem:Power tube error
Problem:Undervoltage error
Problem:Motor Over Temperature WarningMotor Phase Error
All this in the first 7 days !
Costumer service not answer after 20 days.
They don' recognize the guarantee
NIU is simply a scam company .
Don't buy avoid ,avoid ,avoid.
Scam,scam,scam
NIU 回复2024-12-03
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
Horrible, horrible, horrible. Les than 30 days after receiving the scooter, the back tire came unseated in the middle of the ride. Tire pressures were all good, was on flat surface. The tire sealant shot out the sides. NIU refused to stand behind their product and I paid a 3rd party service to replace the back tire with a solid tire. Now I have 2 of these scooters, and both of them have exhibited this issue where the battery drains quickly, and the top speed gradually decreases and it starts beeping when you're holding the throttle down, eventually until it caps at 1 mph. NIU support still has no idea what's going on, even tho 2 of my scooters have this issue and "require" me to send it in. They know there's a problem with these scooters and refuse to disclose it. Stay far far away, their support is abysmal.
NIU 回复2024-11-29
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 and your vehicle. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the product model, the purchase channel, the Order number, and the email address or phone number you used when reaching out to us? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
If you haven't gotten in touch with us and you're using a NIU kick scooter, please contact us through the following means:
Email: [email protected]
Chat: Head to: shop.niu.com, and Press the chat button on the right side of the website
Hotline:
+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
DO NOT BUY,
AFTER SMALL BUMPS FROM DRIVEWAY AND SIDEWALK THE THROTTLE SNAPPED AND IS NOW INOPERABLE AND NIU WILL NOT RESPOND IM WILLING TO BUY A NEW THROTTLE AND THEY WONT EVEN DO THAT I REPEAT DO NOT WASTE YOUR MONEY ON NIU
NIU 回复2024-11-29
Hi That,
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、your region or product model 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
WARNING ** WARNING ** WARNING
Although NIU sells their e-bikes through Best Buy and Walmart THEY WILL NOT HONOR THEIR WARRANTY if you purchase them there!
NIU & Besender are Chinese based companies and there are no repercussions in the USA if they damage your bike when it’s being repaired or fail to honor their warranty.
We purchased a NIU e-bike from Best Buy in July for the purpose of taking it on a 6 week vacation in at the end of September. When assembling we were unable to release a bolt required to move the handle bars and ended up shipping it back to Best Buy for a replacement.
The second e-bike also had a defect - we were unable to remove either of the batteries. We contacted NIU customer support and, after being given instructions to turn the key harder and/or push the battery harder, we were still unable to remove either of the batteries. Three people unsuccessfully attempted the battery removal.
The bike was shipped to the manufacturer for warranty repair the 2nd week of August. At that point it was too late to ask Best Buy for assistance as they only have a 2 week refund/return window.
Daniel at NIU customer service assured me we would receive the e-bike back in time for our vacation. The bike was finally assigned to a technician on September 9th. After several calls to customer service - who were unable to provide a status update - we were finally told they could not fix it as they didn’t have the key. We had shipped the key with the bike - placed it in an envelope and taped it to the inside of the original box. We had further completely sealed the box with stretch wrap shipping tape.
Many, many emails and phone calls ensued and the last email received from NIU today said they couldn’t fix the bike without the key and they wanted to return it to me as is without honoring their warranty.
Not only did we have to purchase a replacement e-bike (not from NIU) for our vacation, we are now being told we will be stuck with a defective e-bike missing a key.
There is no way for a customer to directly reach out to the repair department as they outsource all repairs. There are no corporate offices in USA to reach out to. There is no way to contact the company in China. We have spent countless hours trying to reach anyone outside of customer service. We have paid over $1,300 for this e-bike.
********** Oct 25, 2024 *******
It’s been 3 months and NIU still has the bike. No response other than ‘we need the key’. What? The manufacturer can’t do a replacement key for their service contractors to replace the one they lost?
I just checked the Besender (NIU’s repair service) tracking system. On 10/22/2024 it was shown as ‘unrepairable’.
************ Oct 26,2024 *****
Just received this email from NIU:
“Since your device was not purchased from the official NIU website, it is classified as a non-official order, and therefore, we are unable to provide return or exchange services.” So - as I bought it from Best Buy (who is their authorized re-seller) I’m out of luck??? Best Buy only has a 15 day return/refund window.
******Nov 2024 update*******
NIU shipped the bike back without repairing it the battery removal issue. Upon opening the box we discovered they didn’t put the support bolt into the front fork and it was bent during shipping. After emailing them with pictures we waited a week for a response. NIU claimed they received it from me in that condition.
Don’t you find it interesting they didn’t mention the bent fork during the 3+ months they had the bike?
Dec 2024 update: I FINALLY got a refund from Best Buy. Actually not Best Buy corporate, but from a store manager who took pity on me. Best Buy corporate wa still not willing to do anything to help.
Thank you to the manager (who shall remain nameless for fear of corporate repercussions) that was a decent human being!
NIU 回复2024-10-20
Hi Deb ,
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 are verifying the key situation with the after-sales team. If there are any updates, we will inform you via email. Please be patient.
We're committed to resolving your issue as swiftly and smoothly as possible.
Warm regards,
Johnson
NIU Customer Support Team
Hi, This is Johnson from NIU Customer Support.
In order to return/exchange the product, please verify whether it meets the following criteria:
1. Items must be purchased on our official website (shop.niu.com) or Amazon;
2. Items must be returned within 30 days after you received them;
3. One of the following scenarios:
(a). The Ride Statistics is less than 10 miles (16 km). You can check the Riding Statistics by going to the NIU app >> [Vehicle] >> [Ride Statistic];
(b). Items you received are incorrect, defective in material or workmanship, or do not perform as advertised;
If all the above criteria are met, we will try our best to help you. Thank you for your understanding.
This is Johnson from NIU Customer Support.
Warm regards,
Johnson
NIU Customer Support Team
First of all, the product itself is decent for its price. However, in my opinion, poor communication or miscommunication between the support teams can lead to subpar after-sales service.
**1. Return During Free Trial Was Rejected**
I tried their 30-day free trial, but my return request was rejected even though I met all the stated requirements. After contacting support, I followed the return process exactly as they instructed. Despite this, my item was returned to me with the claim that I hadn't properly clarified the "return request." It seems like there was a miscommunication on their end, as I followed their guidance step by step. A month later, they sent the item back, leaving me unable to submit a new return request. This whole experience was very disappointing.
**2. Returned Item Was Scratched and Messy**
When I received the returned item, it had visible scratches, and the packaging was in terrible condition. The Styrofoam was messy and dirty. This level of carelessness during shipping was frustrating.
**3. Item Broke After 2 Months**
The item completely broke down just two months after it was returned to me. I was shocked by how quickly it failed, and I still can’t believe it happened so soon.
**4. Item Damaged Further After Repair**
After the second repair request, I noticed additional damage, including a partially peeled mat and more scratches. I’m sure my packaging wasn’t perfect, but it wasn’t bad enough to cause this level of damage. The condition of the item after repair was unacceptable, and I’m incredibly disappointed.
Based on my experience, if you're on the fence about purchasing, I would strongly recommend considering other options.
NIU 回复2024-10-15
Hi Sheep,
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
In Canada the after sales is completely useless for KQUI 3 max US. The clip which you attach the bars to broke when my daughter’s boyfriend picked it up (caused him to bleed a lot in the mouth!). We raised issue with NIU, followed their process , we mailed back at our own cost, they fixed the clip, but upon receipt (note it was sent back horrendously , using our original box taped up, crumbled polystyrene and bubble wrap. Consequently we received the unit with a fixed clip, but now a broken mudguard and damage to bodywork AND forgot to mail back screws to fix the main handle bar together!
My wife has been going back and forward, tries to phone and gets told to only email. NIU want her to fill out ANOTHER form and us mail back the unit again. Forgive me when I say, that we don’t want to repeat the episode from last time they mailed the unit back to me
So, all I want is 1) someone to come pick up the unit , 2) fix the damn unit - properly! And 3) return it back in a state that isn’t causing the unit to be destroyed in transit .
Would love someone to reach out to me. We have only had the scooter a few months ! The sad thing my daughters absolutely love it , it’s a great scooter!
NIU 回复2024-09-27
Hi Matt,
This is Johnson from NIU Customer Support. We 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.
To ensure we address your concerns effectively, could you please provide the email address or phone number or RMA work order 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 the KQI2 Pro nearly four weeks ago for delivery to Ireland, and it still hasn't been shipped or processed. I've been contacting customer service daily, but the experience has been frustrating. They are unhelpful, often rude, and consistently claim their partner responsible for providing updates is unavailable. Despite my efforts, I still have no idea where my scooter is, and €400 is a significant amount to be left in the dark about. I'm considering legal action, as my brother is a lawyer. Has anyone else experienced this, or have advice on what to do next?
NIU 回复2024-09-17
Hi,
This is Johnson from NIU Customer Support. We sincerely apologize for your poor shopping experience. Thank you for bringing this to our attention.
To ensure we address your concerns effectively, could you please provide the order number and the email address or phone number you used when reaching out to us? If you have a ticket number from previous communications, kindly share that as well. This will help us to locate your file and expedite the resolution process.
If you haven't gotten in touch with us and you're using a NIU kick scooter, please contact us through the following means:
Email: [email protected]
Chat: Head to: shop.niu.com, and Press the chat button on the right side of the website
Hotline:
+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 )
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Johnson
NIU Customer Support Team
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