“I wish I could write a good review about my experience when purchasing a Swegway for my daughter. In the limited time it was working she enjoyed the product immensely, it only worked for just over a week before a fault developed.
The Customer Service team at UK Swegway appear extremely disorganised and overall I've had a very frustrating experience with 'generic emails requesting video evidence' constantly being received when trying to communicate further information. They are very slow to respond and took two weeks to send a payment link and returns labels, not to mention the refund for items which are found to be out of stock (it took a month to receive the refund after several emails).
It was two agonising and frustrating weeks till they collected the faulty product for warranty repair. A further two weeks for the 'repair' and then when Swegway returned it still has the same fault.
UK Swegways appear reluctant to replace (which is my statutory rights - within 30days I am entitled to request a replacement OR refund), instead citing the technician has spent personal time on the second repair, despite my initial request for a replacement - now two months after original purchase I realise it's a lost cause trying to deal with this organisation. I'm still battling to get a refund, but being ignored. Avoid purchasing from UKSwegway if you want a quality product and service!
I wish I'd found the negative reviews and gone into this purchase with my eyes open! Check your consumer rights and know what you are entitled to. I will be opening a chargeback request with my bank to obtain my refund.”
“I would not deal with this company ever. Customer Service is a shambles. The whole episode was totally unprofessional, from denying the presence of a CEO to denying that anyone was senior and able to take complaints.
First you get emails confirming your order is placed, then you get confirmation that they are dispatched with a tracking number!
Next its an email saying there is a problem and they are out of stock. Then in the same message suggesting you have something else instead. Why would you order something specific from the online store only to be offered something totally different. I rang a number of times only to be told various things ie "my laptop is taking ages to log on do you want to ring back ?" and "Sorry the Manager is out of the country"
Seriously disappointed with the total disregard shown to customers - I would not waste my time on this Company.”
“I sent a hover board for repair. I have paid £60 for the repair which has been done but I have not received the board back. I have been told on 3 consecutive days this week it would be sent off that day and I would receive a tracking reference. It has still not been sent back to me. This is disgraceful customer service and if I do not receive the board back by Tuesday 20th september I will be taking legal advice.”
“Don't bother...bought a swegway with a carry bag and silicone protectors. Eight days after ordering and hearing nothing I phoned to chase my order and was told it would be with me the next day. Stayed in all day but no delivery, called again and told it would be with me the next day....same story, stayed in, it didn't come! Called again and told the silicone protectors were out of stock and wouldn't be in for another fortnight, despite me paying for them. So I requested the rest of my order be sent out. Next day the swegway did arrive but didn't have the carry bag with it, which I'd purchased and it had dirty footprints on it. I wouldn't expect a purchase to arrive, especially an expensive one, looking obviously used! I have complained via email about my whole experience plus the fact my carry bag hasnt arrived, as well as the protector strips, items that I've paid for, and received a reply 3 days later which didn't really address my complaint or completely explain what's happening about the items I've paid for but not received. Their response had a customer service phone number which every time I call says number not available. I've had to send another email to request a refund and god knows when they'll actually get back to me. Wouldn't normally leave negative feedback but I've had a shocking experience and their customer service doesn't seem any better than their sales team. The pictures show how my swegway arrived...with footprints on it!!”
“Staff are useless!! Not a clue in the world.. Bought as a present paid extra postage and missed my daughters birthday.. Not happy!!! Called on 4 occasions and told it was sent then turns out it's still there!!!”
“Ordered swegway on the 28th of August for my sons birthday on the 9th of September. Phoned up on the 7th September to find out what was happening as it said 3-5 day delivery. Only to be told it hadn't been posted yet. So my son was let down on his birthday.”
“I'm really excited to receive my hoverboard ive not stopped thinking about it , but it's slow service It said next day and I haven't got no emails to find out where it is when is it on the way I need more information to dfind out where my product is”
“I haven't received it yet when I do I will let you know as its a gift for a child's birthday and I would really love to know when it's going to arrive thank you”
“Very frustrating. Swegway has broken 5 times used only by my 11year old son. Company avoid replacing faulty product, do not reply to emails, very slow at sending payment links. Such a shame as other people have had such positive experiences- £300 down the drain”
Hello Jo,
It is a shame that you have had a negative experience with our company. Has the issue been resolved for yourself? If you could get in touch with our customer services team on 0114 281 6240 where we can get to the bottom of your issue and work out a resolution for yourself and we would be more than happy to help.
Jamie @ Swegways
Happy to hear that you and your son are happy with the hoverboard that you have bought! I will most certainly pass your feedback onto the team as it means alot to us here at Swegways. Enjoy your swegging :)
“The swegway ordered was chosen by my son for his birthday. When I placed the order it said I qualified for next day delivery. The day after I got a call saying they had none of what my son had ordered so we had to choose a different colour, taking an extra 2 more days for delivery. Website didn't state only orders before 11am would be received next day.”
Thanks for your feedback. We do try and get in touch with customers as soon as possible if there are any issues with our ability to dispatch the stock. We will of course take the rest of your feedback on board and look at incorporating aspects onto our webpage so that customers are aware of the cut off time. In the meantime, if you want to discuss any other issues that you have, our customer services team are here to help. The number to call is 0114 281 6240, thanks again.
“I purchased a swegway from you at the beginning of June. Within one week the Bluetooth had stopped working and it was returned. I have experienced the worst customer service possible since then. I have still not received my repaired swegway. I have repeatedly asked for a new swegway or refund and my requests have been ignored. Communication is non existent and I am beginning to think this is a very disreputable company who do not care about their customers at all. My 12 year old son paid for this swegway (£350) with his own savings, you should be very ashamed of yourselves.”
Thanks for getting in touch. We can only apologise that the issue has not been resolved for yourself. I can see that you would like a full refund or a new board as a replacement for your faulty board? If i can just ask you to ring our customer services team on 0114 281 6240 who will gladly be able to assist you in resolving your issue. We are a 100% genuine company, but again I can only apologise once again for not resolving this issue.
“Rubbish aftercare, have a faulty (new) Swegway and cannot get through to anyone to discuss this as voicemail inbox full and no one answering phone. This is not good enough!”
Hello Clare. It is strange that you cannot get through to the customer services team. Try to call 0114 281 6240 and they will be able to assist. If this is the number you have been trying and that still doesn't work, send an email to customerservice@ukswegways.com where your query will be answered.
“I am dumb founded as to how incompetent the staff are at this company, I ordered a classic black swegway and when I phoned after several days to see when it would arrive I was told black wasn't in stock. I was then given 3 options so I chose another colour gold and asked them to ship this straight away - I was told the shipping would be free due to this delay. Again another several days passed and when I called for the 2nd time to see what the hold up was I was told there wasn't even a note on the system to say I had ordered the gold swegway and that it hadn't been shipped yet. Then now that I've received it they've charged me for the delivery so I need to go chasing them again. There customer service is the worst I've experienced with any company in a long time - I wouldn't go near them again !!!”
Thank you for your feedback Paul. We do try to ensure that whenever our customers order a product that we don't have in stock, we will contact the customer on that same day. In some cases when the customer services team are busy, there is the slight chance that particular processed can be missed off. We also have a process in place which means our staff members need to note down any changes to the order - I can only apologise profusely for both of these not being completed in your case and we are putting more thorough systems in place to ensure that these don't get missed off.
From our records we have refunded you for the delivery fee.
Thanks again for taking the time in providing us with a review.
“I purchased 2 boards for my children, they arrived faulty almost injuring one of my children, I complained within 24 hrs of receiving them only to be given the run around, I have had no option than to start legal proceedings, be very carful dealing with this company”
“Terrible company.Go elsewhere!!
We bought a swegway in the Sheffield store & paid cash ,swegway then in error sent us a swegway through an order they had wrongly created online .I did nt at the time know what the parcel was.
I informed the delivery driver I had nt ordered anything,but thought maybe my partner may have done.I signed for the parcel & put it to one side as,I was on my way to a family member,terminally ill with brain cancer.We then received threatening emails & harassing phone calls(whilst I am with my very ill father) from swegway,as though we had made the mistake.Hasten to add no apology given in emails .
They had made the error,through their own incompetence,& then to receive threatening letters & calls about a situation I had not created was disgusting.The parcel is still unopened waiting for a collection,my partner due to the stress I am currently under,dealt with a girl at swegway,& arranged for someone to pick the parcel up.We subsequently received yet more threatening emails from Anonymous senders at swegway.My partner called the store to make a complaint & explain the situation,& that he had already been in touch with Laura at swegway at the Sheffield store & they had made an arrangement where she would send a returns label so the parcel could be sent back.(the label had not been sent at this point)the girl he spoke to on the phone had a terrible attitude & subsequently put the phone down on him.We spent around £370 with this company.I would not recommend them to anybody,due to their very poor customer service & nasty threatening emails,all through their own error & incompetence! I have a good mind to report them to Trading Standards quite honestly,
Miss King”
Hi Catherine, I can only apologise for you continually picking a colour that was not in stock. If you have any other issues that you would like to discuss, please don't hesitate to drop us an email at customerservice@ukswegways.com and one of the team will be happy to talk to you.
Thanks for your review Trevor. You chose the economy delivery option which is free and can take 5-7 working days. Your product will arrive in this timeframe.
Many thanks,
Laura
