ComplaintsforSWFT

• Initial Complaint

  02/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a part for my ebike in August and still have not received it. I have paid for it. No one ever answers the phone. I have left numerous messages and they never return my call. I have emailed them on numerous occasions and they have the same standard response. I bought a bike from them for $800 and need the part to use it. I can only get that part from them in particular. The bike is useless for me unless I get a display monitor which powers the bike.

  Business response

  02/21/2024

  Customer purchased a ******************** VOLT eBike in May of 2023 from an outside retailer (not directly from **, SWFT). Per customer they received the bike from that retailer and used the bike. Customer reached out to ******************** in August as they broke a component on the bike. The item the customer needed is on backorder - customer was notified that it was on backorder - customer proceeded with purchasing the part even though he understood it was not available at the time. Customer has since reached out multiple times asking for order status - we have responded to the customer each time with an update and even offered to refund their order. Customer was told "Our apologies as both our factory and shipping vessel ran into unforeseen issues which further delayed the receipt of the parts shipment by an additional 6-8 weeks. Once we receive the shipment we can then ship your order, if you prefer not to wait and would like a refund please let us know, thank you!" 

  Customer has stated that they do not want to cancel the order, but yet continues to threaten us and now contacts BBB. As we told the customer we are happy to refund the order OR we can ship the item as soon as we receive the shipment from our factory. 

  Customer response

  02/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  In reading your most previous message, nowhere do I see a response SWFT indicating when I should expect to receive the part I ordered, which incidentally is the only company that I can receive the item from. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩