Swytch apologises to customers & seeks to prove turnaround in new statement
Cycling Electric just came out with article about Swytch’s new press release outlining how they failed its customers and changes made within the business. Has anyone who bought a kit in 2026 noticed these changes impact their experience with the company?
Full statement:
“Twelve months ago, Swytch nearly went bankrupt. Today we're a 13-person business in Norwich, building our e-Bike kits in-house and dispatching them next day. We owe you the full story: what went wrong, and how we’re fixing it.
Swytch began with a question: why buy a new e-Bike when you can upgrade the one you already love? Our answer, a simple conversion kit, struck a chord: the 2017 crowdfunding campaign smashed its goal by 500%, and Swytch sold over 90,000 kits worldwide.
Then our operations buckled under the demand. We let you down. Customers waited months, even years, for their orders. People couldn't reach us when they needed help. Distributors walked away. That was unacceptable, and we're sorry.
By 2025, we were close to collapse. At our peak we had 85 employees. When Paul Reeves stepped in as CEO in December, 13 were left, facing a 4,000 order backlog and a Trustpilot full of one-star reviews.
So the team rebuilt the company from the ground up. We closed our international warehouses and brought manufacturing home to Norwich. We scrapped the pre-order model for next-day dispatch. Above all, answering customers became everyone's job, from the factory floor to the CEO, who calls them himself to put things right.
Trust isn't rebuilt in a single post. So we won't just tell you things are better, we'll show you, as it happens. With new projects already underway, we've started down the path to a Swytch our customers, shareholders and team can be proud of.”