“The initial in-store experience at the sheffield store was pleasant, but the after sales "care" is disgusting to say the least!
Our son paid £350 out of his birthday money and savings to get himself one of these, he was as proud as anything!
But within 2 weeks, we noticed grinding noises and then all of a sudden the lights and bluetooth completely stopped working. We contacted them to say we would take our board back to the store where we paid cash for it, but as we have now found out, they will do their utmost to avoid replacing or paying anything out!. They say that you have to report any faults etc within 48 hours of reciept! What item do you seriously expect to purchase and then become faulty within the first 2 days of use?!?!?!?!. The board also randomly judders and throws my son off for no reason, even though apparently this is a calibration issue, but I have recalibrated the board 3 times! It is being ridden on a hard, flat and level surface.
One of the very snooty and unhelpful "customer service manager"'s (they have more than one for some reason?!?!) was more or less stating that it will have been our fault, and that 99% of returns are from "crash damage", which suggested that we shouldn't bother taking our complaint any further as we would lose the argument!!
Please please please, read the information about "crash damage", as according to this company "crash damage" is "scratches on the body of the board". Ours was slightly scratched on closer inspection when we got it home, but at the time I didn't think much of it as it was underneath. Now I realise that they will try and use this against us to avoid refunding or exchanging the faulty unit.
They sell these items to families where it is the kids who will mostly be using them, so how can they use the fact that there will be scratches on them, as an excuse to not replace/refund when the item is defective through no fault of the child's. It's a very clever way of making money and trying to rip people off!
Another thing I will not be doing, is not paying out of my own pocket to return a faulty swegway to someone who could open it up and potentially mess around with it, especially as I know nothing silly has been done with it. We asked them if a technician could open it up in front of us, but they refused. We have nothing to hide and know it isn't water damaged, so why wouldn't they allow us to be present when it gets opened up?!?! Very suspicious.
The website also clearly states that "If you book your repair into store you can book a sit and wait appointment or even take home a loan board to keep you swegging whilst your board is in repair!. We were willing to do this initially, even though we weren't happy about the swegway going faulty so soon, but the customer service manager then said they don't do that?!?!?!. Do these people even know what it says on their own website?!?!
We are taking this to the Ombudsmen, and citizens advice as a result, so would highly recommend you avoid this company like the plague. They say these models are made in this country!, if thats the case then I say, buy from China!!
Unless this is resolved in a way that is fair to our son (a 9yr old child!), I will be continually posting on all forms of social media and spreading word of mouth to ensure that people avoid this establishment.
I hope everyone finds this review as well, as I have noticed that they pick and chose the best/medium reviews for the front pages, whilst trying to hide the comments from unsatisfied customers. You could class that as deception, and I wish I had come across all the negative reviews before buying, it would have saved a lot of hassle and upset!!
UKSwegways = avoid avoid avoid!!!!!!!!!!”
Hi Steven,
Firstly, thanks for your purchase. Secondly I would like to address the points that you make in your review.
1. You purchased in-store; therefore you must return any product you are not satisfied with to the store you bought from. If you would like a courier to collect the product the cost is £20 regardless of whether it is a warranty claim or not. You would not purchase any product from a shop and then expect them to collect it from your house for free?
2. To book a sit and wait appointment we must either pre order your parts for the repair on the day or for an exchange or refund to occur. It's not a problem at all to pop into store- we just need to ensure there is a suitable manager. One of the team emailed you a few days ago to let you know that we are expecting you in-store and a replacement or refund can be issued on the day, so long as the faults are not user caused.I do apologise if this was not made a clear option to you by our manager.
3. Please note that small scratches are wear and tear and not considered "crash damage". We understand that having a lot of fun on the Swegways can cause scratches. We would consider cracks, large scratches and water damage as user caused damage in some cases.
4. We would not usually open up the Swegway on the shop floor for health and safety reasons. The technicians use a work bench which is in the back of the store. Customers are not invited into the stock room.
If any of the above is unclear please feel free to respond to our email dated a few days ago or give us a call at Customer services: 01142816240 or directly to store on 01142726240.
Many thanks,
Laura @ SWEGWAY
“It looks made of cheep plastic.
Lights on the sides are not parallel.
Wheels and standing pads are showing a bit of use.
It came partially charged. Even the plastic bag the board was packed in it was broken.
It was Obvious that the box was open before.
No brand written anywhere on the board.
I'm really concerned that I've been lied about the Samsung batteries inside as well.
I think instead of a Swegwey product I bought a fake one.
Too late now, as I bought it as an emergency. I run out of time to fight for this and I don't have another £350 to buy what I intended..... But not too late to get in contact with trading standards!
The delivery was ok. I get the service I paid for!
All I can say is:
Never again”
Hi Daniel,
Thanks for your review. Please don't hesitate to contact our customer service team on 01142816240 who will fix any issues you have with the product.
Best,
Laura @ SWEGWAY
“I was sent the wrong colour swegway, the bag wasn't initially sent either.
My son agreed to keep the sent colour but the item was faulty.
Every time I called I had to be called back, it seemed difficult to speak to someone who could make decisions.
The item was returned, and a refund promised. Still waiting at present, but it's only been 3 days.”
“I ordered and paid for a swegway on Friday 10 June as a prize for a school fete being held on Saturday 25 June. On Monday 20 June I was told that the colour I had ordered was out of stock, and given options for a different colour. I replied that day with my new colour choice, and asked for it to be delivered by 24 June so that I could get it to the school fete. Unfortunately, it did not arrive until 27 June, which was a shame, but it is a great product.”
Good afternoon,
We can only apologise for your product not getting to you on time. But otherwise we are glad you like your product and your feedback is very much appreciated here at Swegways :)
“Paid for next day delivery and didn't receive it the next day I ordered the sky blue plus 1 with Bluetooth and light to only receive it and it wasn't sky blue it's was dark blue very diserpointed ???????? paid £392 for it as well so expected to receive exactly what I ordered and didn't have time to change it over and went threw enough to receive it in the first place it's classed as false advertisement printing what colour it is and then to get it and it's nowhere near the same very very diserpointed”
“Swegway battery only lasting approx 1 hour after a full charge. Unable to connect the bluetooth and unable to activate the pro mode and therefore unable to take it anywhere near 15 km/h as advertised. Manual gives no instructions. Disappointed as a friend has a classic over year old and battery lasting 4 hours + and goes the same speed and cost half the amount. Awaiting call back from technical support team.”
“The product is great my daughters over the moon. But the service was dreadful. Not told the item I ordered was out of stock until I phone to say it not been delivered after being promised it and an email to say it being sent . I phoned to chase to be told still not in . We then changed colour and it arrived within two days This is after three weeks waiting with a very upset child. Item we receive has made up for this disappointment”
“I called on the Thursday to ensure that the swegway I was about to order and pay additional delivery charges for would definitely arrive on the Monday. I was told this was definitely the case and even received an email stating that my order had been shipped however on the Monday morning I received an email telling me that there was a delay with my order and I would be contacted when the swegway was available. I called customer services and was told there were no Bluetooth swegways available so I therefore opted to upgrade my order to the pro version, again for an additional cost as my son was waiting on this for his birthday. I received this on the Tuesday and we were pleased with the product. This did not last long and by Friday the swegway pro with Bluetooth would not turn on. I have since returned this 1 week ago and have had no information regarding the problem with the swegway or when I will have this returned to me. All in all it has been a very disappointing experience for both myself and my son who cannot use his new birthday present.”
“I have previously given 2 glowing reviews at the time of purchase and when delivery occurred.
But my opinion has greatly changed after receiving faulty goods and in writing to report this within 10hours of receipt, it's been implied that I'm lieing and that I probably caused any fault as all goods are checked before despatch and they have since collected the goods to decide on further action and in the meantime I'm left sitting here awaiting a response for goods I purchased for £400
It's completely unacceptable to not be offered a replacement when I received faulty goods that wouldn't charge”
“Despite asking more than once for the delivery to arrive today for sons birthday, and paying for this, it did not!!
Very frustrating as Swegway guaranteed the delivery for today but tell me that apparently the order through as standard delivery!
Will now have a very disappointed son. Very unimpressed”
“I ordered swegway on 21st May heard nothing not even an email to confirm phoned on 27th May told the gold swegway was out of stock and changed it to blue and black I then received an email saying the gold one was being sent phoned back they said no that's just a mandatory email and checked they didn't have the blue and black and we then agreed the red and black we're now on the 2nd June and still received nothing your customer service is non existant I spoke to a "SUPERVISOR" and still nothing has been sorted out I will be back on phone today to no doubt be told they don't have the red and black one now”
Hi Austin,
I am sorry about this. There has been some confusion on your order. You chose the free 5-7 working day shipping option which has not yet passed due to the bank holiday. Your package is leaving us today for delivery tomorrow. We will ensure that everything runs smoothly for you from here on out.
Laura @ SWEGWAY
“I bought my 12 yr old a swegaway from here for his birthday 6 weeks ago, He has had it in his possession for 3 of these weeks as it was sent back after 2 weeks, received it back 1 week later only for it to break again!!!!!!
It is currently in the workshop and i am no further forward as to what is going on with it!!!!
In the meantime i have a very disappointed 12 year old who's friends are all running around with there swegways(none of them got there swegways from here!!!!)”
“I bought a swegway for my daughters birthday,the charger blew up after one charge,I've emailed them to no response,I've delayed writing this review because I genuinely don't like complaining, but after 5 days the customer service is terrible.”
“Ordered Swegway for sons birthday on a Tuesday, paid £ 9:99 for Swegay to be delivered within 3 working days should have been delivered by Friday, Son birthday on a Saturday, Turned up late Monday Afternoon, Son 8 years old Birthday ruined what a joke !!
Thanks Swegway”
“We ordered a swegway 6 days before our sons birthday and paid extra for 3 day delivery to ensure we had it in plenty of time. When it didn't arrive on the day we expected we contacted them by email to ask where it was and explained that we needed it before our sons birthday and we received an email back telling us they had refunded the delivery fee and that we would not be getting the swegway until his birthday. There was no apology, explanation or attempts to rectify the situation. We therefore had to explain to our son that his present had not been delivered. Very poor customer service which would prevent me buying from them again and I would recommend that anyone ordering from them does so well in advance to avoid being in the same situation as us. The swegway seems to be of good quality and my son was very pleased with it when it eventually arrived.”
“The swegway pro was dispatched quickly but unfortunately there wasn't a charger in the box which was disappointing as my son is unable to use it until we receive a charger. Which is a shame as its his Birthday. Items of this cost should really be checked before dispatch.”
