I don't even know where to begin with this review .... maybe that rating my experience one star is too generous for the mess, anxiety and frustration Swoon has caused over the last six months. Please - avoid Swoon at all costs, for your own sanity. My partner and I recently bought our first house and moved in at the beginning of 2020. We're young professionals and didn't have a huge budget for furnishing an entire home. Swoon seemed to tick all the boxes - reasonably priced, stylish, and the Trustpilot reviews seemed better than average. We knew the wait times were long, but figured it was worth it for good quality, decently priced furniture. WRONG. Nothing is worth the experience we've had with Swoon. We ordered a number of items, including a sofa, dining room table, TV unit, armchair, footstool and nest of side tables. The sofa arrived in March and we instantly sent it straight back - it was completely different to the image on the website and the quality was terrible. (We ended up replacing it with a sofa from Loaf which cost the same price and is worlds apart in terms of quality and comfort.) The second thing to arrive was the dining room table, which we were very happy with. The TV unit took almost 5 months to arrive, but when it came we were happy with this also. Their hard wood furniture seems to be well made and stylish - if you don't mind the wait time! The armchair finally arrived in mid-April after being ordered beginning of February. And this is when things started to go off the rails. We ordered it with dark coloured legs, but it arrived with light coloured legs. We called Swoon the day it arrived, and were promised the legs would be sent out the following week. Annoying, but at least they seemed to respond quickly. Fast forward to July and the legs still hadn't arrived. We have called Swoon every week for the last four months and no one can give us an answer about why they can't just send a replacement pair of legs. The Customer Service team are polite but clueless. Often they tell us one thing (like the legs have arrived in the warehouse) and when we call back the following week we're told that that information was a mistake. I can't count the amount of times I've asked for our issue to be passed on to head office. No one has ever followed up with us. We're at at our wits end. I know a pair of legs for a chair sounds a silly thing to get so worked up over, but its a matter on principle. The chair that arrived is not the one we ordered, and we were not going to just give up and settle for something else that doesn't match any of the other furniture in our house - especially when it cost £415! Eventually, however, we decided to return the chair. After giving Swoon almost five months to fix the problem, we were completely fed up. If they couldn't give us the chair we ordered, we thought, we'll send it back. We sent the chair back at the end of July. The problem is now trying to get our money back. We still haven't been given our refund despite, it being promised within 10 days. When we last spoke to Customer Services they said the Finance Team were coming back with odd/silly questions, confused about which item they were suppose to be refunding. My gut feeling is that they're experiencing cash flow issues and that keeping our money hostage is intentional. The whole company seems to be an utter shambles. No one knows what's going on. Its like the blind leading the blind. Every time we speak to Customer Service, they don't know what's going on or why things are taking so long. There is no communication between departments - and if there is, they often seem to tell each other the wrong information. I'm so angry and frustrated about the way we've been treated by Swoon. We tell all our friends and family - and anyone else who will listen! - that shopping at Swoon has been THE WORST online retail experience we've ever encountered. Avoid it at all costs. Don't be lured in by their stylist furniture, flash sales or discounts. It is not worth the money, time and hassle. You won't get what you paid for, and could spend almost half a year fighting for things to be rectified, like we have.