“Wish there were a zero star review,,,,, absolutely the WORST customer service I have ever received lack of communication is a joke. Not convinced I am not subject of a scam and how apt I have sent 3 emails five phone calls and only response has been a sale email and feedback! !!!! Joke of a company My son saved up for this himself and I have to explain to my 10 yr old that his spending money has probably been stolen by a fake company that refuses to contact me and resolve. Feel free though 07990556041. Call centre states it's in England, my last conversation was with Aldi foreign. Please do not be taken in by this company I'm contacting trading standards. Also interesting after every bad review two to three good ones appear on here haha just saying”
“Boards lasted 3 hours.
Terrible customer service.
Still waiting on refund.
Gave all my details to another customer which then meant I had to phone other customer to explain what happened.”
Dear Alex,
We are extremely sorry to hear about the issues you have experienced.
Your case is now with one of our trusted support managers whom will endeavour to work with you to ensure that you are happy with the final outcome and that your refund is received as advised.
Once again, we apologise for the inconvenience.
“DO NOT BUY FROM THIS COMPANY! My 13 year old Daughter used all her saving to pay £299.00 for a swegway from what we thought was a trustworthy company after having read some awful stories about other companies. I'm afraid that I am disgusted at the poor quality and service that I have received.
We had only had the swegway for a few days and had only ridden it indoors in the carpeted hall and In the kitchen that has Lino. It had only been ridden by my very slim 13 year old Daughter when we heard a loose part rattling around inside. She had not bumped into anything or done anything to shake a part loose, I emailed this company on 10th January clearly explaining what the problem was and had to wait a full week for a reply. The reply was a template email that suggested that I re-booted the board! I replied immediately very politely pointing out that I didn't think that re-booting the board would fix a loose part inside. I waited 10 days but had no reply. Today I rang up and, after holding on for over 15 minutes, was answered by a man who seemed slightly distracted, put me on hold for sometime then came back telling me to take photos of the board and to email them back to him. I carefully explained that since the part had come loose, 17 days had elapsed (whilst I was waiting for a proper response from them) and that during that time my Daughter had taken the board outside and had fallen of it causing it to gain a few scratches but stressed that the loose part had come loose days before that and had been after riding it indoors only. He told me to just send the photos and then he would sort out the repair. I replied to that email with the photos as requested and then received an email saying that if the board was scratched or cosmetically damaged in any way that they would not accept the board back!
I replied to say that I seemed to be struggling to get my point across and that I was NOT returning the swegway asking for a refund but that I was asking for the loose part inside to be repaired as it was clearly a defective machine. I said that it is absolutely wrong that a £300 board should develop a problem where something should come loose inside so very quickly after so little use and therefore that I was expecting the fault to be repaired and the original machine (complete with its scratches) returned to me free of charge. I was then livid to find that my email (sent as a reply to his which was to the same email address that I had successfully sent the photos to only a few hours before) has been bounced back as rejected as spam! How can a company conduct themselves so badly when selling £300 goods? Why am I being expected to accept that a loose part on a brand new machine is my fault and that they won't accept it back for repair!??!
I have never posted a bad review before as I am generally quite laid back and accepting of mistakes but when my Daughter has used all her savings on something that she desperately wanted which turned out to be faulty and for them to refuse to accept it back is quite simply disgraceful customer service!”
“I purchased a Segway and carry bag for my son for Christmas. Assumed all was well until I realised the bag was not delivered within the parcel. Have since contacted Iswegway because the swegway that was delivered is faulty, was assured a new delivery would be arranged with new swegway and bag. Still haven't received anything, nor any contact. I have rang at least 15 times to hear the same automated message re directing me to the website where of course Iswegway are still more than happy to take new orders and peoples money and have sent 5 emails all receiving a response claiming to contact me within 48 hours too which some 216 hours later I have still had no response. VERY VERY POOR service. My poor son is so upset his one main present for christmas isn't even usable. Needless to say I will be contacting trading standards.”
We are extremely sorry to hear about this.
Your contact details are now with our support team who will be in contact with you shortly regarding a replacement.
Posted 8 years ago
Hi Lisa,
We understand that your refund is now being processed and will be in your account within 3-5 working days. Many Thanks.
“No communication, received Swegway damaged and still no closer to an answer so we can return it for an undamaged one!!!! spent a fortune on phone calls to be kept on hold and not speak to anyone, disgraceful not happy, my son has not been on his at all since he opened it on Christmas as the shell is cracked, PLEASE ANSWER PHONE OR CALL ME BACK ON THE NUMBERS I GAVE YOU JUST AFTER CHRISTMAS, the only time I managed to speak to someone with still no reply!!!!”
“I bought a Swegway from you as a Christmas present for my 12 year old Son. I call you and ask if they were up to British standards, and was assured they were. It arrived two days later than you said it would but still in time for Christmas ... My Son was thrilled when he opened it, BUT ONLY AFTER TWO HOURS it stopped working ... I couldn't get in touch until 4-1-16 !! I called you and was told it would be replaced the call cost me £15 because. It's a premium number !! Total rip off. You have never got back to me?? I have emailed 7-8 times and got one reply asking for pictures of the board which I have done... Still nothing !! This absolutely disgusting, I am now going legal to get my money back, and also contacting watchdog ... This company is so unprofessional and a total sham..
I have now had a replacement swegway and had a guy call me to apologise, it arrived on the 29th Jan, and is working fine at the moment. So my son is happy again. But just a note to Iswegway management, it's not that they go wrong that makes us upset, it's the lack of response, if someone had called earlier to say it's being felt with, all would be OK, it's good to talk .....!!”
“VERY DISSAPOINTED. My Daughter was over the moon to receive the Swegway for Christmas. She is not so happy that it’s the 15th January and she has still not been able to use it as it does not work. I have phoned, emailed and the only reply I received was to tell me to reset the board again which hasn’t worked.This board is not fit for Purpose. iSwegway only seems interested in its reviews. Obviously new Sales are still more important than looking after existing customers.
Unhappy Lee Smith”
“Ordered 2 segways as presents for my Kids and was promised delivery before Christmas. Called 7 times during the week before Christmas and never received a call or email back. Didn't receive the Segways before Christmas and was overcharged by £11.80 ?- Still waiting for a call 07766 462837 ??”
“I ordered a Segway over 2 weeks ago and paid express delivery and still haven't received it. I've left several messages and sent a few emails. Really poor service. I will be trying again tomorrow. Want to cancel my order”
“Poor customer service! They accidentally refunded me and rang a number of times chasing repayment before the refund had been transferred to my bank account.”
“This company is happy to sale you and deliver you an hover board. But as soon as it goes wrong, the customer service is terrible, they just don't care.
They have had it back for 6 weeks, and we have rang them at least 6 times, just to be lied to. Tony, Audi, and Marie all have made false promises. Please do not buy off this company, if you value your hard earned money. Our 13 year old daughter had it for her birthday and saved her pocket money towards it. The only way forward would be to refund our money. Before we have to take it further!”
“I purchased my Swegway 2 weeks ago and after only three days we noticed a fault where it was making a clicking noise and it was not spinning correctly. I have been trying to contact via email and telephone but I'm getting no response the main telephone number just rings out. I will continue trying to contact them but please be aware that the customer service is non existent”
“I brought the iswegway board as s Christmas present it worked for one hour then stared spinning around one way ,I have sent emails and tried to phone but the swagway team are not back in till the 4 th of January as you can imagine my son is really upset as he will be back at school by then so has had no time to yes the board over the Xmas period . Hope to hear do thing before the 4th as its still going to take days after that . VERY DISSAPIONTED”
Hi Andrea,
I would like to apologise for any inconvenience caused. Our technical team resume on 4th January and will be in touch with you directly to resolve your issue.
“Very poor service,
It's been nearly two weeks since we logged our complaint the iSwegway team only like to deal with the good reviews, when you ring the customer service number they just take your details and say someone will be in touch no one rings you all you get is a short email saying some is looking into your problem but you never get an actual update or told what is happening. I told the iSwegway team last week I would be contacting the police seen as though they say they have no record of our purchase but they have still taken the money out of are bank which is classed as theft but they still don't get in contact with. All round rubbish service.
Look forward to hearing from you!!”
“I recently purchased a Segway when it arrived it was faulty. Probably people think me mad to give a rating of excellent quite simply I have purchased several items over the years that have been faulty both online and in high street stores. Faulty goods are a fact of life so what them really counts is the after sales service often a stressful period trying to contact people being told you need to talk to another department etc in this case from the moment I contacted I.swegway I found them to be quick to respond (hours not days ) professional courteous helpful and at no point did I feel hassled they picked up the faulty product within 24 hours and I look forward with confidence to receiving replacement . The after sales team especially Nick have been leagues ahead of any company I have had to deal with in the past so well done guys. The support you give is excellent and on this basis I would not hesitate to recommend l- swegway to friends
R Emery age 64 experienced shopper”
“The board will not turn off! After various emails they sent me a returns form to be told now that because there is a scratch on the board the warranty is invalid! This item is clearly faulty and needs returning! Steer well clear of these foreign conmen!”
“Segway received with something rattling around inside it, so i spoke to the company and they said they would be arranging a courier company to collect it the next day. Upon waiting in all day, no one come to collect and it was the same the next day. After many emails i eventually rang the customer services who put the phone down on me when they didnt like what i told them how i felt about their company!.....i have since asked for a refund, but im not expecting this to happen!.....DO NOT USE THIS COMPANY.....STEER CLEAR!”
