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Swoon Editions Reviews

1.2 Rating 185 Reviews

4 %

of reviewers recommend Swoon Editions

Company Reviews

1.2

Based on 185 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 10%
Accurate And Undamaged Orders	Greater than 37%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Swoon Editions 1 star review on 29th May 2022

Swoon Editions 1 star review on 29th May 2022

Swoon Editions 1 star review on 29th May 2022

Swoon Editions 1 star review on 29th May 2022

Swoon Editions 1 star review on 14th May 2022

Swoon Editions 1 star review on 14th May 2022

Swoon Editions 1 star review on 14th May 2022

28

Anonymous

Anonymous // 01/01/2019

Sort by: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“This is a company to avoid This is a company to avoid. I ordered and paid for a bed in June 2021. Bed arrived in late august and was faulty. Slats would not stay in. They sent a technician to ‘fix’ bed, which he could not. Since then all I have had is email after email telling me they do t know when a solution will be found. I have asked for a refund which they refuse until faulty bed is collected yet they won’t schedule collection. I have wasted so much time on this over 7 months with no refund, no working product, and not the slightest care from this company. Am surprised they are still in business.”

Posted 2 years ago

“I ordered a £2,500 sofa in August with a promised delivery in early November. After repeated calls and chats with their customer support, I realised that the sofa would never be delivered, and I just had my money locked for three months and a half. Avoid like the plague!”

Posted 2 years ago

“Horrible experience. So-called “customer service” is utterly useless - they’ve been unable to arrange delivery to central London location for weeks now. Shocking level of incompetence repeatedly displayed by Swoon employees dealing with the situation.”

Posted 2 years ago

“Shockingly bad experience. I bought a Katana sideboard 3 months ago and after waiting for it to be delivered, it finally was. Except, of course, the legs were missing which made it unusable. I contacted Swoon straight away and they told me they didn't have spare parts so they would arrange for it to be collected. 26th November: the delivery company were meant to collect it and we waited in on a Friday evening and had to cancel our plans. Of course, the delivery company didn't turn up and texted us late on Friday saying their 'van broke down' (apparently they say this all the time). I had to chase Swoon for 3 days to get another collection date in for the 3rd December. 3rd December: We received a text from the delivery company in the morning saying the sideboard would be picked up between 11am - 4:30pm and we waited in all day. The delivery slot passed and when we called Rhenus, the incredibly incompetent delivery company, they told us that this time the driver had 'sustained an injury' and wasn't coming to pick up the sideboard after all. There was absolutely no communication before this about the pickup being cancelled so we waited in for nothing and STILL have the sideboard at our place taking up a huge amount of space. As many many other people have said, I will never, ever buy from Swoon again - this level of customer service is absolutely shocking and they should be ashamed of themselves. DO NOT BUY FROM THIS COMPANY and if you have just placed an order, CANCEL IT IMMEDIATELY. Swoon does not care about its customers at all and the fact that they are still providing the worst service on earth with all these bad reviews outlining the problems in lots of detail says it all.”

Posted 2 years ago

“A dreadful experience with Swoon and appalling customer service. Ordered 2 sofas early March with a 12 week lead time. Sofas did not arrive as scheduled and had to contact Swoon for an update. Apparently a ‘quality control’ issue was the cause of delay. 2 weeks later and sodas further delayed. Again, no communication from Swoon and had to chase for info. The story was the same … a quality issue. I’m sure the ‘ customer service’ staff have a scripted list of excuses ! Sofas were finally out for delivery mid July when the courier called to say one sofa was damaged. We agreed not to accept delivery of the ‘good sofa’ and contacted Swoon A replacement sofa was ordered with a 16 week lead time. The delivery was finally confirmed for mid November … but on arrival there was only 1 sofa Swoon and the courier have no record of the other sofa. And … it’s no longer available to order. So, here we are mid November, having paid almost £5000 for 2 sodas in March and are now waiting for a Swoon ‘customer service manager’ ti contact us.”

Posted 2 years ago

“Sadly just taken delivery of a damaged Watson tv cabinet. Clearly been out to someone else, re sapped and sent out. Sent to top, damaged veneer to the front, and a dent to the front. No doubt once I repackage it the next person will get it. Very disappointed- not to mention wondering who touched it last and when. Second hand damaged products :-(”

Swoon Editions 1 star review on 12th November 2021

Swoon Editions 1 star review on 12th November 2021

Swoon Editions 1 star review on 12th November 2021

Swoon Editions 1 star review on 12th November 2021

Swoon Editions 1 star review on 12th November 2021

Posted 2 years ago

“Ordered a table, bench and chairs in June 2021. Table arrived with a fault. Chairs were “lost in transit” so didn’t arrive in August, told the new delivery date would be October, it’s now November… told they were “lost in transit” again. They won’t be able to deliver them until March 2022. We’re so disappointed we’ve cancelled the entire order. Will never shop from Swoon again.”

Posted 2 years ago

“Just to let everyone know 'I have been in a battle with Swoon since they delivered me a broken sofa 5 months ago. I was very patient and allowed a technician to visit to attempt to solve the problem, but even he was shocked at what had been delivered. Swoon have been promising to refund for the last 2 months, but have yet to perform. Be wary. And probably shop elsewhere”

Posted 2 years ago

“Ordered a Kipling upholstered bedframe, arrived after a considerable time but at estimate. Unpacked and put together, not too fiddly. Headboard nothing like the online images, very poorly upholstered, flat where online images show curvy features, totally inconsequential. Seams were puckered up and fabric not lying platon bed wings. Sent images to Swoon - 'yes we agree not what it should be, we will refer to the After Sales Team'. About 4 weeks later after numerous call and the weekly email from the Swoon customer team 'that's the way it is, within the manufacturing tolerances, no point in getting another as likely the same' I asked this to be revisited as we still like the bed online. Same feedback from Swoon. I had asked to speak to the After Sales Team but it seems the only internal people can contact them by email. The bed frame is now destined to go back. So - Dont got to Swoon for upholstered furniture. If you get furniture expect to receive a compromised product that will be with in manufacturing tolerances. Dont expect to get any empathy from After Sales. Swoon are not a business to pull out the stops and excel when they admitted they have got it wrong and try to excel and meet expectations driven by their images.”

Posted 2 years ago

“Ordered a sofa from Swoon 8 weeks ago, ordered in the sale so bought for a good price, however even though the lead time for delivery was 3 to 4 weeks I have still not received my new sofa and I’m now in week 8! Despite me phoning multiple times, more emails than I’ve ever had to send to an online supplier, all I’m getting back is a thank you for my patience and as soon as they know more they’ll be in touch! Sadly I feel like my only option is to go down the refund route and wait even more weeks for a sofa from somewhere else. Would definitely not shop with Swoon again or recommend them.”

Posted 2 years ago

“Read the RECENT reviews before purchase. I wish I had! I had been lusting after the Fresco dressing table for months, it was on my wish list for my new house. Really expensive but I decided worth it for a quality piece of furniture. 3-4 weeks wait, turned into 13 without any communication. I emailed at 8 weeks to say it would be there soon and to email once it had arrived. No real explanation or apology. Finally arrived 13 weeks later (10 weeks later than advertised), and I'm more than disappointed. The piece of furniture is damaged in 3 areas, a dent in the metal mirror, the metal edges have white speckles where they've not covered properly when spray painting and an finger smudge or scraped area at the front of the drawer which the paint has come off. There is clearly no quality check of their product before it is sent off. Then comes the communication... always a different person responding and no one cares. First offers 20% discount, then 40% discount but some of these things can't be fixed so I wasn't willing to settle for anything less than 60% refund, as the unit would still have cost me hundreds of pounds. So my options were... 1. 40% discount and keep the item 2. Replacement which would be JANUARY (5 months later). 3. or return for a refund. So I've wasted so much of my time and disappointed doesn't even cover it. Really think if it's worth waiting your time and money out of your account to buy from someone who does not care about quality checking their items or their customers.”

Posted 2 years ago

“Terrible experience so far.. We’re not done yet. I work in the furniture industry and understand how customers can be impatient sometimes and do not always understand the delays caused through production and shipping but I would be absolutely embarrassed if this was my company. Customer experience is shocking and if I was so deep in to the delay I would not continue with this order and do not recommend anyone to use them! We placed the order for our sofa back in April and still haven’t received it. When we made the purchase online we were advised a 6-8 week lead time, the confirmation emailed also stated this. Understood and happy to wait the 8 weeks. At the 7 week mark after zero communication from Swoon we called expecting our delivery to be delivered soon as the 8 weeks was nearly up. We were then surprised to hear we wouldn’t receive it for ANOTHER 4 weeks!! (I am fully aware of the delay in a lot furniture this year, however companies have clearly labelled this on their websites or at least have a decent level of customer service to be able to contact the customer to keep them updated on delays) My options here were a refund or to wait so I explained that I had been waiting so long now that I will wait for the new delivery, but I asked if the company would offer a free delivery in compensation to all of this, to my surprise the answer was a flat no. After a further 3 weeks we again had to call Swoon to chase the delivery (we’re now in late June) we are then told that the product is in the warehouse but delivery had been pushed back to 21st of July and that this date was confirmed for collection by the haulier. At this point I do not believe the product is in the country and have asked for proof in the warehouse and if we can collect using your own transport - again a flat no! So by now we have lost all confidence in the company. Today being the 20th July I have again called the customer service team who have told be the new date is now the 2nd August (the day before the previous expected collection) at this point my patience has gone and have asked to speak with a manager at Swoon who can give me some actual answers as the customer service team clearly are unable to. Surprise surprise.. you can not speak with anyone directly at Swoon - it’s a 3rd party reading from a script. After speaking with John and Liam at the 3rd party customer service call centre for around 45 minutes they have now offered a very minor compensation in comparison for spending 4 months sitting on the floor and again pushing back the delivery several times and a severe lack of communication - all this baring in mind they are trying to tell me that my order is in the warehouse and basically their too busy to deliver it apparently. Communication has been awful, not once have they contacted us to give us any updates, I have always rang them. I’m looking forward to seeing the “we’re sincerely apologise for the delays caused” & “we understand your frustration” scripted replies from Whistle the 3rd party customer service company they use to this review across their platforms If my item is collected as confirmed by the 2nd August and delivered to me that week I will remove these review but in all honesty I’m not confident. Let’s hope the sofa (when it does finally appear) doesn’t turn up damaged after sitting in a warehouse for the past 2 months… After looking through other recent reviews I can see many customers have experienced damages and had to start the process again waiting months for replacement parts or full items. A white glove service would make me feel much more comfortable about the delivery so that any damages can be noted upon delivery however I will not hold my breath and expect a flat no.”

Posted 2 years ago

“Awful company. Agree with all previous reviewers. Poor customer service especially from Daniel at swoon care.”

Posted 2 years ago

“I wish I wish I had read the reviews prior to ordering! Having a terrible experience with Swoon. Just a chain of emails from over 10 different people and no item I’m sad”

Posted 2 years ago

“By far the WORST experience of my life!! DO NOT USE DO NOT USE!! If I could give 0 starts, I would. I ordered 2 beds, both arrived damaged (one after install, one too damaged to be built). The replacements still hadn't arrived 5 weeks later. After so much chasing, I was then told the replacement (1 bed, not 2 as ordered!) had arrived to the warehouse damaged, and a new one wouldn't be ready until November (7 months after ordering!!). I am buying elsewhere now, but they won't give me my money back until I disassemble the bed (despite them building it in the first place). I live alone, and so can't do this. I am stuck with a broken bed, no way to disassemble it, and they still have my money. A total shambles of a company, NEVER USE!!!”

Posted 2 years ago

“Low quality and poor craftsmanship. Bought a shoe cabinet, first one came and the door didn’t shut properly. Replacement came damaged. Asked for full refund.”

Swoon Editions 1 star review on 28th June 2021

Swoon Editions 1 star review on 28th June 2021

Swoon Editions 1 star review on 28th June 2021

Posted 2 years ago

“Absolute joke. Ordered a sofa in January and still yet to receive it. Numerous emails, numerous calls. Delivery date has been pushed back multiple times. They simply tell you lies as to where the order is I have zero faith in them AVOID AVOID AVOID AVOID”

Posted 2 years ago

“Omni-shambles do not use this company… I ordered a dressing table from Swoon in September 2020 and was advised this would take 6 weeks to arrive. Unfortunately I didn’t receive this until late February 2021. With everything going I understood this wasn’t their fault however no one contacted me once during this delay to keep me up to date. The dressing table arrived and it turned out to be faulty despite it going through a ‘10 day quality control’. Swoon sent a technician who couldn’t fix it and so I had to wait until end of April for a replacement. The replacement came however despite being told the old dressing table would be collected, the delivery drivers refused to take this as they had no instruction from swoon as I had been promised. I had to organise this to be collected myself nearly a week later. The second dressing table was also faulty and i now think this quality control team are fictitious. A second technician came out who couldn’t replace it and so I waited for another replacement which turned up In June. The third dressing table turned up and guess what this was also faulty! Swoon offered me £100 compensation for the first faulty delayed dressing table however when the second one also turned up faulty they only offered £25. I cant figure out how this maths works and when I asked how this is fair the response was that it’s a business decision to never offer more than this. I cant seem to get my head round this ridiculous rule!!if this is a rule dont offer it all in one go. Lastly swoon provide a service to upload photos to the technicians, this doesn’t work! When I called the technicians they advised that swoon have been told numerous times this link doesn’t work but they still send it to all their customers. The broken link means more time on the phone. I must have spent hours on the phone to swoon, their technicians and delivery drivers! I would NEVER buy from this company again! Customer service is terrible, quality of the products are horrific, systems they use are broken and the it appears the ‘quality control team’ have been completely made up! Avoid this company at all costs you will find better furniture anywhere else!”

Posted 2 years ago

“Ordering and payment were easy. When it came now to delivering Swoon has been awful. Been told three different delivery dates over the past three weeks. If you order from them, add in a few weeks of delays and poor customer service into your shopping experience with Swoon.”

Posted 2 years ago

“Took the money, and no news from them for long past the delivery date. We ordered a sofa for over £2200 in March and no updates followed on when to expect the order which was due to be delivered by the 31st May 2021. Maybe this is no money for somebody, but it is a lot of money for me and it was a time sensitive order as we are forced to sit on the floor until the sofa is delivered. When, at a later date, I checked their website for the same sofa, it was showing even a shorter delivery period - 6 to 8 weeks. The worst is that there were no reasonable answers from the customer support service. All emails came from different people, with an answer summary as "we will let you know when we have details" OR "your sofa is at the warehouse and you shall wait for the delivery company to contact you". Nothing happened of course as these answers followed repeatedly one another. I am wondering how comes that European companies are able to deliver as promised and in UK everyone keeps warning me that it is not the case. Summarising, if anyone wants to lend money for free to SWOON with no idea what is your order status and be treated as a not clever enough to understand it's not ok, go ahead. I'm tired of this disrespectful treatment and next move is to get my money back.”

Posted 2 years ago

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Swoon Editions is rated 1.2 based on 185 reviews