Where to begin? Think VERY carefully before parting with your money to buy something from Swoon. I ordered a sofa for my new home. When it arrived, only two of the three parts were delivered. One of these was damaged. Of course, I set about trying to resolve this, and here’s where it went rapidly downhill. After initially being told the third part of my sofa was out for delivery, it quickly changed to it was lost. How someone loses a large section of a sofa is beyond me, it’s staggering incompetence, but that’s by the by. The sofa I ordered is still available on their website, but this is where you have to watch out. It is important to note I had ordered my sofa from the Speedy Design section, not made to order. By the time I started my complaint, there was no other stock of the specific item I ordered in Speedy Design after my delivery. However, Swoon are still selling the EXACT same sofa on their made to order section. The resolution options I was offered was a full refund, or I could choose a replacement item, but only from the Speedy Design section. Wanting the specific sofa I had taken time to choose, I asked to have a replacement sofa ordered from made to order and sent to me. A like for like product replacement. After much to-ing and fro-ing, Swoon are outright refusing to do this. They say it is impossible, impossible they tell me, because the two items, despite being physically identical, cannot be replaced one for the other as they have different product codes. Irrespective that the item is the exact same physical creation, because the codes are different, they are completely and utterly unable to replace my Speedy Design with a made to order. I finally accepted this and perused the items available on Speedy Design, and found a second choice sofa which would do to replace my 2/3 of a sofa I currently have. And guess what… Swoon are refusing to honour this option as my second choice is a few hundred pounds more expensive than the initial sofa I ordered, and they won’t make up the price differential. This is where we are at: I have moved into a new home, I have had no usable sofa for three weeks now, due to Swoon’s incompetence (again, how is it possible to lose one third of a sofa?), and Swoon’s customer service are slow, inflexible and quite frankly clearly only care about saving their money over their customer service. It’s appalling. I have agreed to their conditions of swapping my 2/3 of a sofa for a Speedy Design replacement, and all of a sudden there is a price limitation on this? So unless you want 2/3 of a sofa, I’d really recommend steering well clear of Swoon at all costs.