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

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

“I had a sofa on order, when i tired to find it why it had not been delivered, they said it was ready to be delivered and to wait. Few days later customer service again said it was ready for delivery in the warehouse. Then I get an e-mail saying it is damaged or not in stock and they will give me a refund. I don’t appreciate being lied to by customer service for a week. Complete waste of time. Still don’t have a sofa. Avoid they took my money quickly and customer service is awful, perhaps to cover up cash flow problems.”

Helpful Report

Posted 4 years ago

“If Swoon wasn't just a pritty picture on a website Swoon unfortunately are another business run poorly. There customer service is based solely on us mere mortals being a number in the system, and there responses are the same pungent generic warm wishes replies which grate on you in a way that vents a feeling of sheer anger. After 20 weeks awaiting our sofa we finally cancelled after being passed from one team to another like a game of pass the parcel, unfortunately we never did see the present (sofa). There response to a cancellation after 20 weeks was 'sorry', that's ok no problem I'd got nothing better to sit on apart from a bean bag, thanks. Oh I did forget they Kindly offered £100 voucher or 25% off, Yippy to wait another 20 weeks for a sorry how joyful. Come on who ever is running Swoom, whether CEO, CFO, directors, mangement teams, employees sort you customer delivery and care out so it's more about the customer and not just another number, we are people just like you. As of many messages they come and go, so expect this to pass by never to be seen again. Warm wishes”

Helpful Report

Posted 4 years ago

“Awful over and again - believed they were a sustainable and ethical company but they ship faulty items from overseas, drive them up and down the country, take months to fulfil orders and deliver damaged or faulty items when they do. They never get in touch, promise to chase things and never do, organise deliveries and collections that don’t take place, don’t honour agreements for replacements or refunds and rarely offer compensation. They also have removed all negative feedback from their social media accounts and have a sudden proliferation of positive reviews on Trust Pilot all written in the past 4 days. Recommended not to buy from them. Shame they can’t be given a zero star rating.”

Helpful Report

Posted 4 years ago

“the products are very good when ordering you anticipate a long wait up to 3 or 4 months the problem is that on 3 occasions Swoon deliver much later my November order hasn't been delivered and it January this has happened with past orders and also in once case a late item finally arrived and it was the wrong item so good products very poor delivery , if you don't mind waiting along time to get what you want”

Helpful Report

Posted 4 years ago

“This the worst company I have ever dealt with and can only tell anyone to NOT PURCHASE ANYTHING WITH THEM! Don’t believe the press coverage about being bought out, they lie, don’t care and are SO rehearsed in dealing with complaints in almost robotic response. Goods ordered in October (paid in full) for November delivery, promised numerous times good in Warehouse and awaiting quality checking to release, after 17 emails, numerous phone calls, appeared that they lied, no goods and now expected end of December , then told early January and of course still no goods arrived after 4 months, with false information. This company should be investigated and legal action taken against false trading, would have given zero if possible, buyers beware!”

Helpful Report

Posted 4 years ago

“Extremely bad delivery service and completely untrustworthy”

Helpful Report

Posted 4 years ago

“I don't normally right reviews but this has been an infuriating process and my order being cancelled without me knowing!!! We got an email confirmation for our order and then when I chased 3 weeks later for an update I was told their was an issue with our payment and the order was cancelled!! How can a company think it is acceptable to confirm an order with a customer, for them to have payment issues but choose not to advise the customer of this at the time? We have recently had an extension on the house and have ordered quite a few new things from different companies and have not had any issues with paying with the same card and we have definitely not encountered such bad customer service from anyone else. I would never use again and I'd highly recommend you don't waste your time either, as reading the reviews this happens frequently!”

Helpful Report

Posted 5 years ago

“Terrible customer service. 2 separate orders delivered incomplete. Phoned, emailed several times and still no response.”

Helpful Report

Posted 5 years ago

“Having read the other reviews I realise i am not alone, clearly they have problems, with deliveries! Ordered 2 chairs that I really wanted, they said were in stock, after watching the 'ship' being stuck in the Gulf and told it had already delivered and i was watching it on its return to China (although it was going in the wrong direction!) numerous emails/phone calls over weeks, where i was assured they were in their wharehouse and awaiting delivery. I have now been told they have been lost and not available till April (ordered in November) 6 months later!!!! offered a FULL REFUND (I would expect so!) and 10%voucher as an option!!!! Clearly are taking orders and money for goods they cannot deliver, very bad. How do i know this will not happen in 6 months time and they have my money for all this time?”

Helpful Report

Posted 5 years ago

“awaiting refund since august 2019 constantly being told they are dealing with it”

Helpful Report

Posted 5 years ago

“Terrible. I waited 4 months for a media unit and it still has n't arrived. Dreadful customer service . I've asked for a full refund so lets see if I get it! the worst company Ive ever had to deal with .”

Helpful Report

Posted 5 years ago

“Worst Logistics Ever! I ordered two items through swoon in August for delivery in October. Neither item has arrived. On the 30th of October after chasing - one item has been cancelled - one item due to arrive "november / december" They have had £1000 of my money for 3 months and have pulled this stunt at the end. Could not encourage you strongly enough to take your business elsewhere”

Helpful Report

Posted 5 years ago

“What an absolute nightmare. My third order from Swoon and all three times I have had absolutely nightmarish experience with their product and post-sales team. I ordered two things. A TV table and a coffee table. TV table delivered damaged which I'm getting repaired because the discount they offered was terrible. It's sad to have gotten damaged items from them twice. Terrible. The coffee table they accepted the offer and charged my card only to tell me later that they messed up the inventory and it's "out-of-stock". I asked them for a refund and with a discount code to make up for the error so I can order another one and they only offered me 10% discount code. On top of that, they kept confusing the Coffee Table (not delivered) with the delivered and damaged TV table. Absolute shambles. I don't know what to say because I'm lost for words. I've literally got anxiety because they keep confusing the orders and messing up”

Helpful Report

Posted 5 years ago

“Poorly finished furniture was delivered. Previously this was a good standard. They have been very slow to resolve, in fact they still have not rectified. Will not purchase from the, again and do not recommend.”

Helpful Report

Posted 5 years ago

“Terrible delivery arrangements. Awful customer service.”

Helpful Report

Posted 5 years ago

“Seriously the worst company ever! How can a furniture company/logistics company mess things up so badly! We ordered a lamp 6 weeks ago, watched the shipping come from India, to the UK, then to Germany! Now seemingly lost somewhere....nothing from customer services. Hopefully they will be forced to close down soon as it would appear all their orders get lost or are cocked up in some way!”

Helpful Report

Posted 5 years ago

“I would not even give Swoon 0* if I had the choice. I ordered a sofa for £2.5k in July. In September I got an email saying that my sofa was ready for delivery. I then called multiple times for over a week before they told me that they'd LOST IT!! Quite how you lose a four seater velvet sofa is beyond me. I was offered 15% as compensation if I reordered, even though I could have cancelled and reordered online with a 20% discount. They also told me it would take another 10 weeks to deliver the sofa. I asked for a more appropriate compensation and also an expedited delivery. Eventually after hours of phone calls and pushing I was told that I would be entitled to 35%. However, this was NEVER formalised and eventually it was rescinded. Swoon said they could offer a maximum of £500 off and 10 weeks delivery - the same as the 20% off offer available to all customers on the website and the same delivery time. So in essence, Swoon offered me nothing at all to encourage me to reorder with them, or to compensate the almost three month delay to my sofa delivery. The ladies in customer services in Newcastle have been as helpful as they can be, however despite being customer facing, they do not have the power to make decisions, everything has to be referred to head office, meaning everything takes a very long time and is very unclear. I wrote to the Managing Director to see if we could reach a mutually agreeable solution. I really did like the sofa and was very keen to see if I could get it cheaper or sooner. But I didn't even get an acknowledgement. Sadly, after two weeks of trying, I have now cancelled my order but was told that it would take up to 10 days for the money to reach my account. This means that Swoon have had my money for an entire quarter of a year and I have no sofa and not even a £20 gift voucher of compensation. Feeling that I needed some kind of positive outcome from the whole experience, I requested that 'anyone' from head office call me, so that I could deal with a decision maker directly. They did call, but unfortunately I was unavailable. They left a message and sent an email (to the wrong email address) so it never arrived. They didn't try me a second time, so I had to ring again!! Eventually I received an email to be told that, as I had cancelled my order I would not be offered ANY COMPENSATION. I asked the person at Head Office (Amber) to call me back. That was four days ago and I have still heard nothing. This is such appalling customer service and I'm so incredibly disappointed. I'm an interior designer who often recommends sofas. I will now always have to warn any client who wants a Swoon sofa, of my terrible experience. I would still love to hear from Swoon. I would still love to hear their thoughts or explanations, but honestly I do not have any faith or hope.”

Helpful Report

Posted 5 years ago

“Useless - we've waited months and months for our oder, only to be told on the delivery day that it's going to be another 8 weeks. Ruined our whole summer.”

Helpful Report

Posted 5 years ago

“This company is the worst I have come across for taking your money upfront no customer service waiting for months for items to arrive then they disappoint with nothing and tell you you have to wait up to 10 days to get a refund ! Shocking waste of time and energy for nothing just what you don’t need when moving house”

Helpful Report

Posted 5 years ago

“Absolute joke. It’s like it’s a scam to keep your money as long as possible. It took 6 weeks and a lot of heartache to get the items and both of them where damaged. Now I can’t get them to collect the bloody things that are sitting in my hall. They won’t refund me until collection is arranged. I would not order anything from this company.”

Helpful Report

Posted 5 years ago

Swoon Editions is rated 1.2 based on 187 reviews