Swoon Editions Reviews

Name: Swoon Editions
Rating: 1.19

1.2 Rating 187 Reviews

4 %

of reviewers recommend Swoon Editions

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Metrics

1.2

Based on 187 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 10%
Accurate And Undamaged Orders	Greater than 36%
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 13th July 2024

Anonymous

Swoon Editions 1 star review on 29th May 2022

Kimberley

Anonymous

Anonymous // 01/01/2019

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“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”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 years ago

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

Helpful Report

Posted 3 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”

Helpful Report

Posted 3 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!!!”

Helpful Report

Posted 3 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

Helpful Report

Posted 3 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”

Helpful Report

Posted 3 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!”

Helpful Report

Posted 3 years ago

“After getting to the point were I couldn't wait any longer I was contacted by the Swoon team with details and my sofa got delivered this morning. The quality is as I expected it to be and I am very happy at this moment with the purchase. Their reaction was unexpected and quick. They sincerely apologised for the lack of details, which I appreciate and would happily turn my feedback into a genuinely happy one. Thank you Swoon team for sorting this out quickly.”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 years ago

“Do not order from this company , you will get your items in months and the delays just keep getting pushed out … after 5 months I have had to cancel my entire order and start again .. TRUST me .. don’t order !!!”

Helpful Report

Posted 3 years ago

“Terrible customer service. I was told that my sofa had been lost at 15 weeks, when it should have been delivered within 10 weeks. People were never honest with what happened and said it was arriving next week each time I phoned. Ended up cancelling the order and I am still awaiting a full refund. The footstool did however arrive and was damaged and really poor quality. Do not order from this company.”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 years ago

“No sign of furniture ordered and paid for over 10 weeks ago. There is no customer helpline. Queries not answered by email”

Helpful Report

Posted 3 years ago

“I'm not going to go into it to much, please just read the reviews below, it all happened to me. Just about to make a section 25 claim with my credit card to get my money back. don't order with them”

Helpful Report

Posted 3 years ago

Swoon Editions is rated 1.2 based on 187 reviews