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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

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“Won’t buy anything from or recommend Swoon Editions to anyone again. I’ve been a customer for around 6 years. Always experienced longer than usual delivery times but that was the trade off for designs I liked. In the last year however the products received have been of very poor quality, especially considering their cost (a chest of drawers £730 and a sofa £1,600). We kept the chest of drawers because they were the perfect fit size wise but the drawers and runners are janky and horrible to use. The sofa, unfortunately we weren’t able to immediately open and use the sofa as it arrived before living room was finished, so several months had passed between delivery and opening the packaging/use. Despite being disappointed with it on our initial inspection (generally uncomfortable, stiff and felt cheaply made compared to our previous, very comfortable, G Plan sofa etc.) we knew we were essentially stuck with it as the 14 days had passed. However within days — and I mean days — of light use, the seat cushions had compressed and started to sag. When I raised this with them and said the product was not fit for purpose, Swoon Editions sent a generic and dismissive response stating they couldn’t do anything about it because of the length of time that had passed since it had been delivered, contrary to the The Consumers Rights Act. I’ve since sent them a more formal email and I will take it further if necessary, their products are simply not fit for purpose.”

Posted 3 years 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 1 year 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 1 year 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

“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

“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

“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

“Extremely poor quality sofas - avoid purchasing from this company. I purchased the Clement corner sofa from Swoon a few months ago and was not able to use the sofa immediately. Upon inspection, the sofa is extremely lightweight and not made using a solid base. Given it RRP of £2000, this was very disappointing. When we started to use the sofa, it became immediately obvious that the sofa design, construction and materials are extremely shoddy. The issues include: 1. The cushion on the chaise unit overhangs by the chaise base by large margin. This differs to the images on the website and furthermore is a point of failure on the sofa as there are no legs supporting the sofa cushion. 2. The sofa frame is very lightweight and slides when the sofa is sat on, and the chaise base is separate to the main sofa section. Not only is this uncomfortable but it is potentially unsafe for use 3. Back cushions are made of a soft synthetic stuffing which flattens out within days of use and offers no support. Seat cushions are made of a soft foam, contrary to the website description, and sink to one side when sat on. A sofa which offers no support is clearly not fit for purpose. 4. The sofa legs arrived scuffed and one has already bent. When I raised this with Swoon, they sent an "independent" sofa technician from FIRA to inspect the sofa. Upon the visit, the technician stated that the sofa was of very low quality, agreed with the concerns that we had raised, and said that the sofa is not worth the nearly £2000 RRP . In further communications with Swoon they refuse to refund us on the basis of the FIRA's written report which they claimed did not raise any issues with the sofa. Swoon have refused to share the report with me, and are refusing to allow me to return the sofa on the basis that it's not fit for purpose and has already deteriorated after light use over a few months. I have owned sofas from cheaper brands such as Dwell in the past, and am amazed that Swoon can produce a sofa which is so lightweight with cushions offering no support and expect to charge so much for it. in my opinion, the sofa is not even worth £500. The pictures on their website may look good, but their products are very poor quality. Avoid using this company unless you want to spend hours trying to get a refund for something which is not as described and not fit for purpose.”

Posted 2 years ago

“Appallingly slow customer service. My order is 6 weeks late and they have not been able to tell me why or when I will receive it. They never call me back with an update when they say they will. Extremely frustrating. Just a complete lack of communication and customer intelligence.”

Posted 2 years ago

“Awful quality. Zero customer service. This company has no idea what they’re doing. The owners of this company have no idea what they’re doing.”

Posted 3 years ago

“Where do I start? I ordered a tv stand last January paying the balance in full for a June delivery. I contacted swoon in June to enquire about delivery and was told there was a delay and it would arrive in August. (Waiting 8 months for a piece of furniture is rather excessive if you have a positive experience, however mine has been far from it) Once the item arrived I can only describe it as a knock off of what is sold on their website. Subpar quality, actually quite shocking for an individual handmade piece of furniture. I contacted swoon who said someone would come and fix it in a month. After stating I was not happy with this as the wood had been cut and was too small I said I wanted a replacement. I was advised I would receive a new item in November. Actually quite shocking when you think that the order was placed in January. I was so unhappy with their customer service and how little they cared and honestly the phrase “pulling teeth” has never been more fitting. The November date was then moved to January. That’s right, one whole year after ordering to rectify their error!! On this premise that I had it in writing that they GUARANTEED January I accepted a 70% refund. I would like to add, the 70% refund was only achieved after email upon email upon email of complaints. This was not swoons idea and they pushed back at EVERY opportunity. I emailed in December to check the status of the delivery for January and low and behold..... it’s not coming. Now it’s the end of February. Managers don’t care. They are simply not interested and palm you off. Swoon are happy to take your money for their expensive “handmade” items however they can’t deal when they “cock up” Check their Instagram for the copious amounts of negative feedback of other customers like myself who are waiting for issues to be resolved. Quite simple the worst company I have ever dealt with. AVOID LIKE THE PLAGUE!!!!!!!!!!”

Posted 3 years ago

“Ordered a dressing table that was supposed to come in 4 weeks, instead they delivered a huge coffee table that blocked our hallway for days. They then told me they had to order the dressing table again and now it wouldnt come until April. Terrible company and terrible service. They had a 1 star rating on trip adviser a week ago and im convinced theyve been leaving their own fake reviews to increase their rating. I did order a lamp that i do love however, and it arrived in the stated time - maybe they should stick to accessories and lighting. Based on photos on their tagged photos on instagram the furniture also looks to be extremely bad quality with bad finishes, compared to the pictures on their website.”

Posted 3 years ago

“Good customer service, in that they respond to emails generically with reassurance, but still no sign of my dressing table six months after ordering it. Granted, the virus slowed things down, but my dressing table was due last week and nobody can give me a delivery date still. Meanwhile the website promises to deliver your goods by Christmas! I wouldn’t bother! Seriously considering reclaiming my money via my bank.”

Posted 3 years ago

“Received the brass Aero coffee table, initially very happy but since realised that if you use it for the kind of things you would Use a coffee table for, scratches appear showing the steel underneath very thin layer of brass applied to the surface which allows for absolutely no use whatsoever. After waiting six months and initially been very excited about the look of it now very disappointed! I’m a jewellery designer so familiar with having metal surfaces plated. This is in no way adequate for the use of this item.”

Posted 3 years ago

“I ordered a console with slate top. What I got is a compressed wood with a paper-thin sheet of slate maybe, very poor and cheap. This is called cheating!”

Posted 3 years ago

“Unfortunately I can't give lower than 1 star. I ordered my 2nd piece of Swoon furniture only because it stated delivery within 3 weeks as already in warehouse (July 14th ordered) - each time I chase the delivery gets later & I never receive correct info - now due mid November. They blame COVID but the same thing happened previously (kitchen table took 6 months) so this is just an excuse they now use for their poor service. Swoon take your money and then sit on it for a number of months without delivery as promised. I will never order furniture from them again. Awful.”

Posted 3 years ago

“Second reveiw I have wrote as per most of other swoon customers I am again being fobbed off with another load of excuses as to why I have not received my cabinet. Surely something can be done about this company which keeps giving people excuses and disrupting their lives. I do not understand how the customer service team can sleep at night knowing that they have to permanently lie to people DISCUSTING, I bet they don't buy anything from swoon. I Also wished I had read and took notice of reveiws do not buy anything from this company they have already took enough of peoples money obviously to keep themselves afloat at the cost of hard working people”

Posted 3 years ago

“The worst company we’ve ever dealt with, bought in March, delivery due in May.... Delayed to June and then August (we gave them plenty of time there is a pandemic after all). But the order is now delayed until November and we’ve had no contact from them once, we only get updated when we start chasing. They have been sat on my money for 6 months now and I have no faith they are going to deliver this item...”

Posted 3 years ago

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Swoon Editions is rated 1.2 based on 185 reviews