annedonnelly
Girl from the North Country
- Location
- Canonbie
For information for anyone considering buying a kit from Swytch Bike. I cannot comment on the actual kit and how it works as I was sent the wrong product and eventually got a refund.
Caveat: A new managing director was appointed after I placed my order. He tells me that he has already changed the order process so my comments about that will be out of date. However, the support I received was shocking throughout.
Anyway...
I submitted my pre-order for a Swytch GO+ kit on 22/08/25 & paid my deposit of £200. I was invited to complete my order and did so on 10/09/25 paying the extra £179. At that point you are asked to select the configuration of your kit. Part of my selection was for a 28" wheel in silver. Note however, that the confirmation e-mail I subsequently received from Swytch has no details of the selected configuration just the generic "Swytch GO+". I'd warn anyone ordering from Swytch to screenshot all your selections for future reference.
At the time of ordering the suggested delivery date was in December 2025. I heard nothing from Swytch Bike for many months. In early 2026 I started to receive marketing e-mails attempting to sell me a kit but no further correspondence regarding the order I had already placed.
Eventually on 06/04/26 I raised a support ticket asking when a delivery was likely. I received a response from the Swytch Bike AI bot indicating a delivery date between 3rd & 10th May 2026. No further contact from Swytch Bike and the first I knew a delivery was imminent was when I received information from UPS.
Finally the delivery arrived on 30/04/26. However, the box was clearly too small to contain a wheel and, in fact, all that was supplied was a hub with the motor attached. This is not what I ordered, though because of the lack of detail in the confirmation e-mail I had no proof of that.
I raised a support ticket on 30/04/26. The response from the AI bot stated “we’ll need to check your configuration and order confirmation to be sure”. I assumed that meant that someone was going to check but hearing nothing further I asked the following day that the configuration of my order be checked. The AI bot stated that it was unable to check and that I needed to state “Talk with a person” to get further assistance.
I stated “Talk to a person” on 01/05/26 and again on 05/05/26 but received only confirmation from the AI bot. Having heard nothing by 07/05/26 I attempted to contact Swytch Bike via Facebook messenger but encountered the same AI bot. I then sent an e-mail to support@swytchbike.com referring to my previous support ticket. Again I told the AI bot that I wished to deal with a human member of the support team.
Finally on 12/05/26 I received a response from a member of the support team. That is 12 days after my initial support ticket was raised. She claimed that I selected the hub-only version during the checkout process and that an exchange could be arranged at a cost of £25. While I do not believe that I chose a hub-only option I was keen to actually have a kit that I could use so I responded that I would like an exchange and could that arranged. I had heard nothing further by 18/05/26 and completely fed up by that point I sent a letter recorded delivery to the managing director (MD) of Swytch Technology.
On receipt of my letter the MD found my e-mail address from my order and contacted me on 26/05/26. My correspondence with him has been productive and we agreed I would return the kit for a full refund. However, there were delays in my receiving a returns label though the support team claimed that it had been sent. The MD had to e-mail it to me directly. I sent the parcel off on 04/06/26 and DPD tracking showed that it had been received early on 05/06/26. I didn't receive any confirmation of that from Swytch Bike. Eventually on 10/06/26 I received an e-mail saying that I had been refunded. The money finally appeared in my account on 12/06/26.
Throughout this process communication from Swytch Bike (apart from the MD) has been shocking. It consistently takes days for anyone to respond via the support system. From raising the issue of the wrong product being sent it took 6 weeks to get my money back and it is 9 months since I confirmed my order and paid. I believe this is the worst customer service I have ever come across.
Caveat: A new managing director was appointed after I placed my order. He tells me that he has already changed the order process so my comments about that will be out of date. However, the support I received was shocking throughout.
Anyway...
I submitted my pre-order for a Swytch GO+ kit on 22/08/25 & paid my deposit of £200. I was invited to complete my order and did so on 10/09/25 paying the extra £179. At that point you are asked to select the configuration of your kit. Part of my selection was for a 28" wheel in silver. Note however, that the confirmation e-mail I subsequently received from Swytch has no details of the selected configuration just the generic "Swytch GO+". I'd warn anyone ordering from Swytch to screenshot all your selections for future reference.
At the time of ordering the suggested delivery date was in December 2025. I heard nothing from Swytch Bike for many months. In early 2026 I started to receive marketing e-mails attempting to sell me a kit but no further correspondence regarding the order I had already placed.
Eventually on 06/04/26 I raised a support ticket asking when a delivery was likely. I received a response from the Swytch Bike AI bot indicating a delivery date between 3rd & 10th May 2026. No further contact from Swytch Bike and the first I knew a delivery was imminent was when I received information from UPS.
Finally the delivery arrived on 30/04/26. However, the box was clearly too small to contain a wheel and, in fact, all that was supplied was a hub with the motor attached. This is not what I ordered, though because of the lack of detail in the confirmation e-mail I had no proof of that.
I raised a support ticket on 30/04/26. The response from the AI bot stated “we’ll need to check your configuration and order confirmation to be sure”. I assumed that meant that someone was going to check but hearing nothing further I asked the following day that the configuration of my order be checked. The AI bot stated that it was unable to check and that I needed to state “Talk with a person” to get further assistance.
I stated “Talk to a person” on 01/05/26 and again on 05/05/26 but received only confirmation from the AI bot. Having heard nothing by 07/05/26 I attempted to contact Swytch Bike via Facebook messenger but encountered the same AI bot. I then sent an e-mail to support@swytchbike.com referring to my previous support ticket. Again I told the AI bot that I wished to deal with a human member of the support team.
Finally on 12/05/26 I received a response from a member of the support team. That is 12 days after my initial support ticket was raised. She claimed that I selected the hub-only version during the checkout process and that an exchange could be arranged at a cost of £25. While I do not believe that I chose a hub-only option I was keen to actually have a kit that I could use so I responded that I would like an exchange and could that arranged. I had heard nothing further by 18/05/26 and completely fed up by that point I sent a letter recorded delivery to the managing director (MD) of Swytch Technology.
On receipt of my letter the MD found my e-mail address from my order and contacted me on 26/05/26. My correspondence with him has been productive and we agreed I would return the kit for a full refund. However, there were delays in my receiving a returns label though the support team claimed that it had been sent. The MD had to e-mail it to me directly. I sent the parcel off on 04/06/26 and DPD tracking showed that it had been received early on 05/06/26. I didn't receive any confirmation of that from Swytch Bike. Eventually on 10/06/26 I received an e-mail saying that I had been refunded. The money finally appeared in my account on 12/06/26.
Throughout this process communication from Swytch Bike (apart from the MD) has been shocking. It consistently takes days for anyone to respond via the support system. From raising the issue of the wrong product being sent it took 6 weeks to get my money back and it is 9 months since I confirmed my order and paid. I believe this is the worst customer service I have ever come across.
