“It would be easier to write what went right. Which the short answer is nothing. Ordered online with next day delivery, order was processed no problem, next day arrived and no board. Called up to enquirer to be told that the board I asked for wouldn't be in stock till a few days later. No problem I'll wait, called back Friday to be told it would be another well till they're in stock. Monday I downgraded the board to one without Bluetooth as they had them in stock. Next day delivery arranged but failed to arrive. I eventually cancelled the order first thing one morning for them to then ship it out that afternoon. Advised to decline delivery and refund would be processed. We declined delivery and after a week of no refund I called up and because they hadn't received the board back from the courier they couldn't process the refund. It's now been over 2 weeks and still no sign of my money back. An absolute shower of a company and would not recommend at all.”
“I have just received my swegway & for a start it's the wrong colour but most importantly it doesn't work! Tried to phone the number on the instructions, unable to get through to anyone. I am very disappointed.”
“Both products bought broke within a couple of weeks, UKSwegway refuse to reply to my emails and won't answer phones.
Guarantee???? Apparently not! Beware, buy elsewhere. What a waste of £380 and a very upset son following Christmas.”
“Swegwayonly lasted xmas day n boxing day then wouldn't work! rang to enquire n told its not covered under warranty and i will have to take swegway to the shop for repair n will be at the least £60for repairing!! TOTAL JOKE dont buy one from here ????”
“Ordered before Xmas and received no goods or any indication of delivery. Have raised multiple support tickets and not heard a thing. Terrible service and support. Avoid. Just need to try and get my money back...”
“we bought the plus bundle and our son for xmas and he loves it,so but only ridden the cart twice the damage which it has caused to the board is not acceptable.so after 5 emails and 42 yes 42 phone calls with no satisfation from the store manager sarah ,i travelled 50 mile round trip only to be fobbed off saying i have fitted it tight,but i fitted it how it shows in the instructions,the way they said to fitted it would be loose on the board which would cause more damage but not safe for my son to ride on it.after getting no joy from sarah whose customer care skills are appauling ive walked away and now in contact with trading standards .... AVOID AT ALL COSTS”
“Terrible!!! Don't buy from them. We spent over £600 with them for 2 swegways for our sons christmas present. Both used twice and we have had to return and they both broke. they also did not arrive with the bluetooth as in the product description and also did not come with the protective strips. We were told we were lying with the usage and they had sustained considerable crash damage. They were used as they should be used on flat surfaces and we in no way misused. I am asking for a full refund and if I don't get it, trading standards will be involved. I have 2 very upset, disappointed son's and an angry mother who has spent a fortune on a product which is not fit for purpose. I had to put 1 star on the rating in order to post, but in actual fact they don't deserve 1 star!”
“Ordered end November as main xmas present. If you can get through to customer services ( obviously a lot of people complaining ) then you are told a pack of lies. Firstly 15th delivery, then definite arrival on 19th ( so no need to cancel and purchase from elsewhere ). Then the driver has been stuck ( for four days ! ) then its 21st delivery to shop and next day to me. Only just thought to look on here for other reviews - many similar. Terrible lies, terrible customer services, still no Swegway. I really hope my sons christmas isn't RUINED by this crowd ! BE WARNED.”
“Ordered on 28/11/16 , still havnt had board delivered was told to expect delivery this weekbut still nothing , was lied to by customer services . Hoping to get it by Christmas but communication is very poor . I wouldnt revommend this company to any one .”
“Ordered a swegway for my son's Xmas present on 22/11/16. Still no swegway has arrived. I can'5 get through on phone lines and they do not reply to emails. Disgusting customer service.”
“Still waiting for item almost 5 weeks after ordering it , 3 times I've contacted swegway and 3 times I've been urged to change the colour , I'm being fobbed off and I'm sick of it !
I explained to the customer service assistant , who wasn't at all helpful , that the item wasn't for Christmas but a birthday present for my daughter on Nov 30th , which has now gone .
Thank you for the look on her face .”
“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
“Jokers ..... They dupe people into thinking their saving money on a board .... Ordered a board with less than 24 hours sale time on the clock ..... also used the 24 hour courier service at a steep £25 ..... got a conformation e,mail .... sat back... next morning gets a newsletter e,mail saying the same product was now £40 cheeper than the sale price??? wtf? why have a sale in the first place .... furious i e,mailed them to get nowhere so ended up ringing ... got told if i cancelled the order and re,ordered using a code id get the EVEN better price... but they wouldn't let me know if the code was guaranteed or not to work ????? then told i wouldn't get the ordered board till the tuesday ( ordered on a thursday evening ) due to UPS not working on a saturday !!!!!!!!!! But they still took the £25 regardless... Told them to cancel the lot and id shop with someone who wasn't out to rip me off.... got n e,mail to say order cancelled but nothing about the full refund .... had to call again ...told my order number didn't match my name ???? got full refund in the end but hard work ...use someone else people ...... save yourselves the hassle ....”
“Bought for christmas broke after 2nd charge no way of contacting them how are google still letting them trade?? You can find his full name by going to Companys house anf typing in his company number. We have reported this action fruad please do the same so we can get this guy and his site permantly blocked.”
“I ordered a Segway for my sons Birthday that never turned up. I have been waiting for a full refund for two weeks. Nobody returns my calls or emails.
Complete joke of a company.
I will be taking this further.”
“VERY BAD AND CUNNING COMPANY. I purchased a hoverboard for my nephew's birthday. Unfortunately the charger stoped working on the very first time, so he wasn't even able to use it for more than a couple of hours. The 'company' are now trying to force me to pay £100 to get it repaired!! I'm taking the legal route now.”
“It's a shame there isn't a 0 ☆ rating for this company. I purchased a swegway for my son at Christmas, he hasn't had a great deal of use out of it with it being winter. A few weeks ago the charger light was constantly charging on green although the swegway was flat. I contacted the company to be told that I needed to send the charger back + £20 to cover shipping charges, however I refused to pay that and sent it off at my own cost (£4). Low and behold I was told that after inspection it was a fault of mine... Suprise suprise. I rang customer services and spoke to a guy who clearly didn't give 2 hoots, all he was interested in was sending me a link to proceed with the £40 payment for a new charger! All I'll say is buy from elsewhere and stay clear of this place!”
Hi Donna,
I am so sorry to hear that you are so disatisfied with the outcome of your charge.
It is never happy news to hear that you have to pay more money for a damaged item replacement, however when we received your charger is was extensively used and was not working. Your parcel was purchased in October, bearing in mind chargers are not covered under warranty, you would have had to pay for a new charger after having it and using it.
We must treat all our customers fairly, and abide by Consumer Rights. If you feel there is anything further we can do with regards to your complaint, or turn around your disatisfaction, please ring us or email us and we will be more than happy to help further in anyway we can.
Best wishes,
Team SWEGWAYS
“See the below :-
I was promised that the recon Segway for £180 had no scratches and wouldn't see any visible faults ( please look at the black one you was going to send me).
I explained I needed product for next day my Sons Birthday so paid extra money for this service it didn't turn up the next day.
When seeing the board it was very disappointing the condition it was in so asked for my money back
I am now still waiting for my £200 to be back in my account and a son who missed out on an Birthday present.
10 days later still no sign of getting my money back apparently problem in the accounts department.
DO NOT USE THIS COMPANY !!”
“We purchased an X-Trail hoverboard with bluetooth for £499 at christmas,are daughter used it for the third time after it had rained and the bluetooth made a strange noise and stopped working.We rang the store and they said we would have to pay £20 shipping costs to return the board which would be refundable if it was a manufacturers fault.We sent the board and had a call to say the chip in the bluetooth had got wet,we told them that are 9 year old daughter had used it after it had rained as the board was supposed to be water resistant and they said we would still have to pay an additional £35 for a new chip.We refused to pay anymore money so the board was returned un fixed,we are currently taking this up with trading standards as the board was mis sold to us.”
We would firstly like to sincerely apologise for the experience you have had with UKSWEGWAYS and always aim to please our customers so we are very sorry this hasn't happened with your order. All Swegways have a 12 month warranty on them, however when used in wet conditions this becomes void.
I understand your frustration but we must treat all our customers fairly. If you would like to get in contact and discuss this further then please don't hesitate to call us on 01142816240 or email us at customerservice@ukswegways.com
“Ordered my sons Swegway in October when I had the money and stored it away. Came to Christmas and unfortunately it didn't work! Contacted Customer Service who at first were very helpful and said that I had to take a video of it not working, send it them and he would then arrange me an exchange the next working day. I did this, rung the next day only to be told that as i had purchased it over 30 days it would need to be sent for repair! further to this I then had to pay an additional £20 deposit for the courier fee's . Anyway to cut a long story I did this and eventually got a working Swegway and my £20 back. But the customer service I received in the meantime after the initial conversation was terrible. I was promised call backs and never got them and when you ring the number your very lucky to get an answer, it can take several attempts to get through. I've learnt my lesson to not buy gifts in advance but for the money they cost you would expect it to work .Never again!”
