Contacting Swytch bike

[annedonnelly]

(Thought more people would see this here than in the electric bike forum)

Has anyone any suggestions for contacting Swytch about my order? Using their support tool I get a response from an AI bot which told me on Friday to say "talk to a person" which I did and I've heard nothing since apart from a notification that it's been passed along to a team member.

I looked at sending a message through Facebook but that is an AI bot too which I imagine will give me the same response.

They tell you not to create multiple requests for the same issue which I can understand but it's now almost a week since my order arrived and I think it's wrong and want to query it. I've no idea when, if ever, I'll hear from anyone. I can't find any other way to contact them on their website.

 

[Sharky]

Can you leave a review, expressing the difficulties you've had with trying to communicate with them.

It might trigger a response.

 

[annedonnelly]

I can't see how to leave a review. I did comment on one of their FB posts earlier today but that doesn't seem to have prompted any response.

 

[richardfm]

I've no idea if this is correct, but I found this number on a business directory website, 02080890863

I found the number on this page as well, https://agilitypr.news/London-startup-unveils-new-hand-held-eBi-5698 which suggests it is, or was, genuine.

If that doesn't work you could try emailing support@swytchbike.com

 

[wafter]

Can you leave a review, expressing the difficulties you've had with trying to communicate with them.

It might trigger a response.

I've had success in this regard with reviews left on Trustpilot on a number of occasions.

Assuming I have the right site Swytch don't appear to have a great rep on Trustpilot, although it seems they respond to reviews so there's the potential to open a dialogue.

 

[annedonnelly]

Sending an e-mail has prompted a response saying that they're dealing with a backlog of issues and the wait time is currently a week. They had a recent FB post saying that they'd just sent out 2000 kits. I wonder if they've got 2000 support queries to wade through.

I've done a Trustpilot review anyway.

 

[wafter]

Sending an e-mail has prompted a response saying that they're dealing with a backlog of issues and the wait time is currently a week. They had a recent FB post saying that they'd just sent out 2000 kits. I wonder if they've got 2000 support queries to wade through.

I've done a Trustpilot review anyway.

Nice work and good luck getting it sorted!

 

[AndyRM]

Sending an e-mail has prompted a response saying that they're dealing with a backlog of issues and the wait time is currently a week. They had a recent FB post saying that they'd just sent out 2000 kits. I wonder if they've got 2000 support queries to wade through.

I've done a Trustpilot review anyway.

If they do have a backlog of complaints it can quickly become an absolute nightmare to administrate. Sounds like you're getting it sorted though which is a positive.

 

[Big John]

I'm definitely old but I may be being cynical when I say a lot of companies have very poor after sales service these days. Once they've got you and got your money then it's sod you. With the main utility providers you've got more chance of an audience with the pope than getting to speak to anyone and a lot of retail companies are following this business model. After years and years of getting my car insurance online, for the example, I've gone back to using a local insurance broker because the service is excellent. Always on the end of the phone if I need them. Swytch are probably geared up for shifting large amounts of units owing to advertising extensively on the net but don't have the staff to deal with customer queries. Life has changed and not for the better.

 

[annedonnelly]

My frustration continues.

I had contact from a "human" on Tuesday offering an exchange (at a price). I replied agreeing to that and have heard nothing since. If it takes this long just to respond an actual exchange could take weeks.

In the meantime I found this article from November 2025. My order was placed in August 2025. Clearly they're in trouble.

This is dragging on so long I'm going to start looking at buying an e-bike and hopefully be able to sell the kit that I have - it's brand new & complete - just not the configuration that I wanted.

 

[sevenfourate]

My frustration continues.

I had contact from a "human" on Tuesday offering an exchange (at a price). I replied agreeing to that and have heard nothing since. If it takes this long just to respond an actual exchange could take weeks.

In the meantime I found this article from November 2025. My order was placed in August 2025. Clearly they're in trouble.

This is dragging on so long I'm going to start looking at buying an e-bike and hopefully be able to sell the kit that I have - it's brand new & complete - just not the configuration that I wanted.

Article reads like the 5hit-show it probably is. I suspect all their capital / share raising etc is delaying the inevitable. I’d want out of relying on them for anything to do with after sales / customer care / spare parts too. Getting out sounds like a great move to me from here……

 

[SteveH80]

After all that I would be be writing to their MD explaining what happened to you, what result you want and a timescale for a response.
If that doesn't work write again referencing the appropriate legal consumer protection and that you will be submitting a small claims (assuming it's within the financial limits).
You'll need to do a bit of searching but the contacts for all MD's are out there of any registered company.

 

[annedonnelly]

After all that I would be be writing to their MD explaining what happened to you, what result you want and a timescale for a response.
If that doesn't work write again referencing the appropriate legal consumer protection and that you will be submitting a small claims (assuming it's within the financial limits).
You'll need to do a bit of searching but the contacts for all MD's are out there of any registered company.

Thanks. I was thinking of small claims. I appreciate you pointing me in the right direction.

 

[Sharky]

I can see why Swytch may be in difficulty. The cost of a "kit" is now overlapping with the cost of cheap ebike.

The "Copenhagen wheel" kit has similarly ceased trading and I think the "app" that was needed to control the wheel is no longer supported.

 

[Gunk]

Article reads like the 5hit-show it probably is. I suspect all their capital / share raising etc is delaying the inevitable. I’d want out of relying on them for anything to do with after sales / customer care / spare parts too. Getting out sounds like a great move to me from here……

Or they are taking money for kits that have not left China yet