Please take the time to read this post. We have had an absolutely awful experience with a company called segbo in which I purchased a hoverboard and cart from. Please take the time to share this post so that this does not happen to anyone ever again. This company needs shutting down! On 28th August I searched the internet to find a good company to buy a hover board and cart from. My son turned 7 in august and was desperate for one. He had asked family for money this year so that he could save up for this special gift. I found a company called segbo which came up first on the google search. It seemed to have a live chat (which doesn’t work), a phone number (which rarely goes through), a Facebook page and a twitter page as well as the website. All seemed legit at first glance. The problem started immediately after I purchase the item. One of the reasons I purchased it was because it said next day delivery. As soon as i purchased the item I received an email saying your free hover cart will arrive separately to the hover board within 2 weeks! I immediately emailed explaining that this wasn’t acceptable as I had purchased it because of the next day delivery. They emailed me back saying they were upgrading the cart and it would come with the board. Neither item arrived the next day. I emailed at the end of the day on 29th August asking where the items were, I never receive a response. The items finally arrived on 2nd September much later than advertised. My son was very excited to open his new present. My husband followed set up guidance and my son tested the item in our driveway. After a short while the hover board stopped working completely on one side. My son was very upset. I contacted segbo by email the very same day of delivery to inform them. At this point I was willing to accept a replacement because that is what my son wanted. To cut a very long story short I was initially ignored, then told I had to take a video of the fault and send it to them to access. I heard nothing . I contacted them again and they informed me they were emailing a dpd label to return with instructions on how to return which included sending photos and a video on how we packaged the item. We never receive the label or instruction email, I had to contact them again. They then email the label and I find I have to travel 3 miles to drop the hover board off! I receive an email from dpd on 25th sept saying my item was handed over to segbo. I wait for one week before I contact segbo again to find out when I was receiving a refund. I was informed they were assessing it to see if it warrants being fixed or not. I said I wanted a refund. I then got an email saying I need to wait 14 days for assessment, I wait nearly 3 weeks with no word. I emailed and receive no reply. I formally ask for a refund with no reply using the format on citezens advice . I manage to then get hold of “customer support” on the phone and attempt to plead my case and explain that they have made this extremely difficult for me to obtain a refund and that I was seriously concerned because I had since looked at there Facebook page and noted scathing reviews from customers in the exact situation as me. He explains to me that those people were disgruntled because they were angry they never received a refund because there item was scratched when it came back which means it could not be resold. I couldn’t believe my ears. The items are faulty and not fit for purpose. Weather of not here is a scratch on the item bares no relevance, plus the scratches on the reviews actually came from the cart attachment! This has nothing to do with my order as he claimed to have no details on my “assessment “ by assured me that I would receive an email within 24 hours. I informed them by email and on the phone of my sons health issues and thatbheybhad made this so very difficult for me at already stressful time. That was 7 days ago. I have emailed them them almost everyday since then to have finally received a reply today saying they will give me a partial refund because the board has a scratch on it! How we can scratch an item within 30 minutes of open it is beyond me and the fact that this item is not fit for purpose means nothing to them. They have informed me that the free cart that came with the purchase of the board needs to be returned before they will issue me a partial refund. The whole situation is ludicrous. I have no faith that I will receive any kind of refund if I send back the cart. Segbo have clearly been getting away with this for a long time. Everyone needs to stay away from these con artists. My son had lost all of his birthday money which he really doesn’t deserve. I really was devastated for my son last week with Christmas coming up and not being able to afford to simple go and buy another one. You can imagine as a parent you just want to see your children happy. I have even more reason to keep my son happy. My son has been battling a brain tumour since the age of 18 months old. In December, just before Christmas we were told it is likely the time has come to remove he tumour which obviously can have serious affects. As a family we vowed to give him the best year of his life and make lots of memories. It broke my heart to tell him was wasn’t able to get he hover board back. Since then last week my sister surprised my son and I with a new board from a reputable company to try and rectify the situation. While this an absolutely selfless act I am now wracked with guilt and want to be able to give my sister the money back. Can anyone advise me on how much further I can take this and by sharing far and wide. Please make this go as far as possible. Thank you for taking the time to read 😢