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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

“Damaged item, difficult to get a refund Delivered a damaged item, cracked marble table, clearly damaged. I informed them and sent photos. They then asked if I would accept a 50% refund for the table. The table is unusable, it's a joke that someone would want the table for 50% off. They cited their carbon footprint and environmental reasons for asking you to keep the item. When I said I want a full refund they told me that they would collect the item, so they are not that bothered about their carbon footprint! They are going to collect the item and put it in a skip! It gets better. I told them the address to collect the item from, and have staying all day for the collection to take place. Just had a call from DPD, they have been sent to the wrong address! They did not read my email. So now I have to stay in again for another collection. And they have further increased their carbon footprint by sending a driver to a wrong address. Incompetent, useless, no common sense, underhand tactics to try and dodge giving refunds. I'm not happy and will never use you again.”

Posted 1 year ago

“Avoid Avoid Avoid Cheap furniture that breaks me awful customer service. Please save yourself the headache and shop with someone else.”

Posted 1 year ago

“Do not be fooled by the pretty items on the website. Swoon will take your time, sanity and, most importantly, your money. Weeks after the event I am still waiting for a refund for a chair that they have lost. In total I waited in for four separate days for the wrong chair to be delivered and then taken away. An armchair is not a small item to store in any house! Customer service keep telling me different stories about my refund but the end result is that I still don’t have it! AVOID this company!”

Posted 1 year ago

“I had no update on my order of a bed after 12 weeks of waiting (the max end of the lead time). I contacted Swoon for update and I was told that I’d hear back with an update within 2-3 working days. About 3 weeks of being told every 3 days that I’d hear within another 3 days, I was told it was in the warehouse but it’s waiting to be picked up by the courier who were experiencing delays. After almost 5 weeks of back-and-forth, I was told it has been determined as “lost”. My only options were to re-place the order and wait the lead time again. This order was originally placed on 7th July and I was told it won’t be delivered until January/February if I were to order again. This would be over 6 months of waiting for this bed and I am not prepared to go through this ordeal again. I have gone round in circles with the customer service team and the complaints team. They then told me they’d found the bed but a part was missing. Apparently the one part has the same lead time (10-12 weeks) to replace!? Their offer of compensation (or lack of) is so dire that it’s insulting. A small amount of money off a future order is not compensation when there is no way I will be ordering from them again. Ever. We’ve now reached 18 weeks since I first placed my order and I’ve got no bed, no compensation, still no refund, a huge amount of wasted time (and annual leave!), and no trust or faith in Swoon as a company whatsoever. I expected much better customer service for an order costing in excess of £1200. AVOID.”

Posted 1 year ago

“This company is a shambles from top to bottom. No systems, processes, customer service, quality control, standards blah blah blah. Ordered a shelving unit back in the spring and it never appeared. I had to chase them to find out what was going on. They'd never have picked it up themselves. They'd let me order when they had no stock. Money back or wait for the next batch in August with a small discount. I decided to wait for a new one. More fool me: the goods arrive and what a mess. Scratches all over the wood, bent metal frame and complete misalignment of the screw holes. Utterly useless. Offered me a return or modest discount to keep it. It was so useless there was no way I was keeping it: even if I could tolerate the scratches and gouges, it'd need screwing directly into the wood to hold it together, risking it splintering and there'd be no comeback after that. Shabby goods at a still-expensive price for what it was. They can't have any quality control: it was well enough packed so somebody must've thought it was ok to ship out that sort of drivel. They then missed that I asked for a refund and asked me again what I wanted two weeks later. They said they actioned it but the funds never appeared. Chased it. "We're checking with our finance dept, nothing we can do". Nothing for two months, way beyond what the regulations allow. They ignored my last email. Just like the stock issue, do you think they'd have resolved the refund on their own without me chasing? No chance. Had to write a letter to their head office to get it sorted. Oh, and I got a 20%-off voucher...to buy more of their rubbish. Have a day off. Seriously, avoid. They look like nice designs etc but expensive, dismal quality and even more dismal 'service'. This company deserves to go out of business.”

Posted 1 year ago

“Cabinet arrived with door that doesn’t close and out of alignment. Called and emailed countless times and still waiting for a resolution. Really poor customer service. Wouldn’t buy or recommend them at all!”

Posted 1 year ago

“Worst experience with a company (let alone one that's supposedly 'premium') - do not buy with this company. Summary of issues: - I bough bed that's supposedly made "hand-crafted one at a time" at the start of February and then waited 3 months for this to be delivered (I accepted the wait time based on a recommendation from a friend) - Upon delivery of the bed, I found: The rattan headboard was very stretched, bulging in many areas and loose / flapping about The foot of the bed had broken screw threads, a big split in the wood around the threads, and deep scratches along the panel of footpiece The poorly designed instructions were torn and scrunched up in a poorly packed hardware bag, with bolts that looked like they were already used Metal hardware on the bed was chipped and dirty (looking as though they have had dirty water spilt on them) - I raised this with Swoon and was given a discount with the recommendation that Homeserve would be able to fix the issue. - I explained that I would only accept this if the bed was restored to look and function as new. Swoon confirmed this. - I then had to wait for a whole month for them to come and look at the bed. Meanwhile, I had been sleeping on my floor since February and was then expected to put up with a very large unassembled bed in my flat for four weeks - Having taken a day off work to be available for the technician, the appointment was cancelled an hour before they were supposed to arrive. - I then had to arrange another day off work the following week to accommodate Swoon's repair service - When the technician arrived the following week, upon viewing the bed, he immediately stated that this bed was in fact unfixable and not fit for purpose. He explained that not only was the worn/stretched headboard not something that can be fixed (due to the way it's manufactured), but the bigger issue is that the footpiece of the bed is structurally unsound (due to the split in the wood) and thus it cannot function as a working bed. - Two weeks after that appointment, I am now still stuck with a large unassembled bed in my flat and still sleeping on the floor - I received no follow up from Swoon, so had to chase this up - it's now been 5 months since they've held my money, but I've been without a bed - They have said they will give me a 30% partial refund for an exchange (that would arrive in November) or they will give me 80% off to keep the broken bed as it is (despite the technician declaring it structurally unsound). Absolutely no quality assurance of their products and no real attempt to resolve the issue. Unbelievable...”

Posted 1 year ago

“I ordered a few pieces of furniture from Swoon, and with the exception of one of the items, I had problems with everything else. I have probably made in excess of 25 phone calls to the customer service team trying to sort out deliveries and after 12 weeks, I have been informed that the final 2 pieces that I am waiting for (2 x chairs which match the sofa that I ordered and the fabric has now been discontinued) have been cancelled. The customer service team are always polite but nothing seems to get done. They work from home and correspond with other members of their team via email. It is never possible to speak to a more senior member of staff as that is not their policy and is therefore, very frustrating. The quality of some of the furniture is very poor too. Avoid at all costs!”

Posted 1 year ago

“Poor quality goods (two faulty sofas). Damage to a piece of my furniture by their couriers (Rhenus). Poor customer service and complaints procedure. Issue still not dealt with”

Posted 1 year ago

“I received 2 bedside tables and the quality is really really bad. It is broken on every corner and dented etc. I had been really looking forward to receiving as it looked just lovely online having searched online for weeks for what I wanted. I also have a bed on order which I will now cancel. I can't wait until July to only find that to be bad quality too.”

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

Posted 1 year ago

“The 6 months wait wasn’t worth it. Bought the Hermes sideboard from Swoon 6 months ago. It looked gorgeous with marble and gold details. It first arrived with a broken corner at the top, badly fitted doors and broken lock. We were offered 25% off to keep it, and then up to 50% off to still keep it but we would prefer a non damaged furniture considering this would be a central piece in the room. Low and behold, the replacement comes with the same broken area, but in an even worst state. It’s a pity as their pieces look gorgeous”

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

Posted 2 years ago

“Waited 2 months for item. On the morning of the scheduled delivery we were told the delivery had been cancelled with no reason why. 2 weeks later and we are still waiting for someone to contact us.”

Posted 2 years ago

“Appalling quality (faulty to the point of being dangerous) and defensive customer service when it goes wrong. I wish I’d read these reviews. I’m so disappointed - their social media is so deceptive. Please don’t bother.”

Posted 2 years ago

“AVOID SWOON AT ALL COSTS. Spend your money elsewhere. Terrible quality furniture, cheap construction and appalling customer service. We ordered a chest of drawers, a desk and 8 dining chairs. Two chairs broke within 6 weeks (the construction is hilariously poor), the desk was faulty and took ages to sort out. Chest of drawers is like a very cheap version of the website photo, its appalling quality despite the price tag. Paid for it and waited over 6 months for delivery with no updates too. It has taken so long to try and sort out with 'customer service', which is the worst I have ever experienced. Swoon are a sham - wish I'd read all these reviews before I'd spent my money there.”

Posted 2 years ago

“Don't fool by their stylish website, we had a big house renovation and bought 3 kitchen pendants/console table/sideboard/shoe cabinet from them. First of all except the sideboard were actually good, the others all very average,cheap made, now the kitchen pendant paint has came off, and they can't fix it, I have to provide an invoice to get a repair fee refund to me. And when the shoe cabinet arrived, it wood was chipped on the hinge bit, and they KINDLY offered if I like to receive 20% to keep the item, or replacement will be 3 weeks, I mean who would keep something is going to break one day? Anyway, I waited over 1 month for the replacement, and in the end they said oh... We haven't got any stock atm and not sure when they will be back. So I have a massive brown box sitting in my lounge for 5 weeks, and had no where to put my shoes.... Anyway the quality is just shocking and the after care is terrible...DON'T FOOL BY THE PICTURES ON THE WEBSITE!”

Swoon Editions 1 star review on 5th March 2022

Swoon Editions 1 star review on 5th March 2022

Swoon Editions 1 star review on 5th March 2022

Swoon Editions 1 star review on 5th March 2022

Swoon Editions 1 star review on 5th March 2022

Swoon Editions 1 star review on 5th March 2022

Posted 2 years ago

“Please read - SWERVE SWOON. Ordered a bed from Swoon in September 2021 - to be advised 4 months later in January 2022 (after having followed up on my delivery several times, and after Swoon having held £1000 of my money all that time) that my bed was lost/missing. It has now been one month liaising with customer service, customer experience and lastly the complaints team, to no avail - all that can be offered is a £50 as compensation for this. So disappointed in this company, and now looking at 8 months without a bed when I could have ordered elsewhere months ago.”

Posted 2 years ago

“SO SO SO BAD! Which I’ve never bought from them. Believe the reviews, costumer service is appalling”

Posted 2 years ago

“Horrendous experience ordered sofa 2 months ago. Confirmed delivery twice also text on morning of delivery to confirm time then got a text an hour before delivery saying delivery cancelled and couldn’t give a new delivery date!”

Posted 2 years ago

“We ordered an armchair that was quite expensive. Before we had even sat on it one of the legs split into two. So we now have a three legged armchair. We emailed Swoon about this and it's been over a month of them trying to sort out delivery of a new leg and not once ounce of good customer service in that time - we had some team members telling us things were desptched and then others saying the legs were not yet in the country...a total shambles. We put this down to a one off and ordered a Speedy desk. The desk arrived and the top was covered in scratches and there was a large crack in the wood on the table top. We emailed customer service to see what they could do about this and were offered a 15% refund...the desk cost £299 so 15% barely even covers the £50 delivery charge. A total insult. If you want good quality and good customer service go elsewhere.”

Posted 2 years ago

“Your furniture is beautiful, but your customer services is awful. I have been waiting for an exchange after having a tv unit delivered without shelves. I have since been contacted and told the exchange was completed and there are documents to prove it. You are fraudulent and consumers need to think twice about purchasing goods from you. Customer services reply to your emails every day, but it's once per day, and they string you along. It has been weeks now. I do not recommend.”

Posted 2 years ago

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Swoon Editions is rated 1.2 based on 185 reviews