Name: Swoon Editions
Rating: 1.19

“Absolutely appalling service and product quality from Swoon - the replacement sofa finally arrived for the original broken and stained one that arrived in SEPTEMBER. Guess what? The ‘new’ one is also broken and stained. Do not order from here if you want your product delivered on time or in useable condition. We’ve wasted so much time and energy trying to get this resolved. They’ve had our money for 10 months now.”

Swoon Editions 1 star review on 28th April 2021

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Posted 3 years ago

“Rubbish. Expected delivery date for sofa now moved to 7 MONTHS after I placed the order. Email after email about delay to the delivery. The same automated email every time, no sense of personal customer service even in a phone call and brushed off with a 'very sorry for the inconvenience'. 7 MONTHS for a sofa and I don't actually believe it will even be delivered then. I await another email pushing delivery even further soon. Keep wavering over cancelling but then have to find/order/wait another 12 weeks for a sofa from elsewhere. Just send me my sofa!”

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Posted 3 years ago

“Ordered a sofa through very. As I live in IOM I expected a delay in delivery. They said 10 weeks. It was 5 months. I am so disappointed in the product, it arrived with all the packaging ripped, the under lining is ripped, I can’t even sit on it, it is way to low and the foam seats are awful. £1,700 pounds wasted. Although I still have not paid for it, it is breaking my heart with each payment. Dreadful quality.”

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Posted 3 years ago

“Awful customer service and delivery times, just push the delivery back time and time again with vague ideas of being contacted in the next 10 working days. My order has been in their uk distribution centre for almost a month and I’m still waiting for delivery. Avoid them at all costs.”

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Posted 3 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.”

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Posted 3 years ago

“Avoid these guys like the plague! Yes, Swoon have some great looking stuff but don’t be fooled. I order 2 wardrobes and a chest of drawers before new year 2020. One piece I was told would be March the wardrobes in feb. After several vague reforecast delivery dates I got a date for delivery. Come late March or 1st April April I had the Norrebo 6 drawer unit. It took a while but I forgot the repeated delay and was excited to get my furniture. The delivery team initially refused to take it upstairs like I paid for. When it did get upstairs they dropped it and left (they were supposed to assemble it apparently). Anyhow, I took it out of the box and it just looked wrong. I inspected it further and found the following issues: - the drawers didn’t align - the drawers didn’t sit in the unit properly - one drawer did no open - the unit had not been sanded properly - the top surface had been split and glued in several places - the top had several marks in the top - the panelling on the drawers was not fully secured in many places Overall it was clear that the product had not been quality checked at all. When I contacted swoon over my concerns about quality checks and quality certification were ignored. I was concerned that the wardrobes would arrive in the same condition as the drawer unit. A discount was offered which I refused. In my opinion what I received would not be suitable even as a second. So I wanted a replacement. Over the next week or so I spoke to a different person each day going over the same old ground getting nowhere. The frustration was growing. No-one rang, no one person was appointed to my complaint. I just went round and round in circles. Everyone was very polite but no one addressed my concerns or answered any of my questions. When I finally phoned I spoke to someone who assured my that I would get the quality checks and inspection pictures though for the wardrobes before they left the warehouse. Two days later I was sent the pictures. They were of the boxes my wardrobes were in. Brilliant. How we laughed. When I called to express my disappointment I was told the (pay attention to this) Swoon DO NOT DO ANY QUALITY CHECKS OF THEIR OWN. The manufacturer does them and just ships out to Swoon who just forward them on. I was really shocked at this but I agreed that when the wardrobes arrived I would inspect them and the delivery team would wait as I did this. They would collect the faulty drawer set at the same time. Today my wardrobes arrived after another delay. The delivery team refused to assemble the wardrobes. I explained that this was arranged and additional to this I had a torn rotator cuff and could not do it myself. They also explained they were not due to collect any items. They seemed unsure whether or not the boxes would fit up the stairs. They would. Not sure they wanted to do the delivery. To be fair the delivery chap did come and offer to do the work but by then I’d had enough. I told him about the drawers and he was not surprised. I’ve rejected the delivery and asked for a refund. So after nearly 4 months I’ve got no furniture and need to start looking again. In conclusion Swoon have some really lovely stuff but how can you be assured that it will arrive and be as you picked out on the website if they have no quality control checks? Simple answer is that you can’t. So don’t buy from Swoon. I’ve give this review 1 star as 0 stars is not an option.”

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Posted 3 years ago

“In my many years as a regular online shopper, I have never come across a company as unprofessional, unapologetic and unresponsive as Swoon - with such a betraying ‘cover’. Do not be fooled by their pretty website and (supposedly) pretty products. There is something deeply wrong at the core of their business and operations, and I would highly encourage tempted buyers to stay well away from this company. This is not a company that has their customers’ interests at heart: false promises, a total vacuum of information, endless delays and no remorse about any of it. I’ve now been waiting for 4 months for just ONE product I ordered from them, that was originally to be delivered in 1-2 weeks. After over 30 emails and probably an equal or greater number phone calls to Swoon in the last few months, and hours if not days of my life spent dealing with this incompetent company, I’m afraid I have to write this review. To give you an insight into my experience with them: I placed an order for a sideboard on 23rd December 2020, with the expected delivery date within 1-2 weeks. Close to the expected delivery date, I was informed that the product had been oversold and the very last piece that they were sending me had been damaged in transit. They kindly offered to replace it with another product. So far - so good. I chose a replacement, and this replacement was shipped mid-January 2021. I then got a call saying that the packaging had been damaged in transit, but the product itself - they assured me - was fine. So I continued with the order. Come the date of delivery, I received a box that looked like it had been through a warzone, and a sideboard that was so damaged that entire chunks of it had come off, revealing the wood underneath, and the doors were barely hanging on to their hinges. The product was also smelling really badly of rotting wood and cardboard because I guess there had been water damage alongside. That was disappointing in itself but - after a bit of difficulty nagging Swoon to get their act together on this, I managed to request a pickup, and a replacement. I then had a big, broken, rotting and stinking sideboard sitting in the middle of my living room for almost 3 weeks because that’s how long it took them to pick it up - this was despite several reminder calls to their logistics provider and to Swoon throughout. At this stage it was mid-February 2021, and already 2 months my original order for a sideboard, and I had all my stuff still sitting on the floor waiting for a place to put it away into, so I expressly requested for them to provide a replacement option that would arrive quickly (within 1-2 weeks). The soonest an appropriate replacement could arrive was at the end of March - so I begged them to please ensure it would arrive on time and in one piece, and waited. Come 3rd week March, I called Swoon again since I hadn’t heard anything. This - by the way - is typical. They go cold and quiet on you for days, their communication about key issues is proactive less than 50% of the time. And in this was a prime example - only after calling them did they nonchalantly tell me that the replacement had been delayed in shipping until end May - and this was all the while still showing up as being shipped end March on their website (it still does by the way - and it’s 5th April). This was after me having expressly communicated to them dozens of time that I need the sideboard in a hurry, now already having waited 3 months for something that I expected in 1-2 weeks. I requested that they provide an alternative that would ship within the next 2-3 weeks: I saw a few alternative products on their website and gave them the names. At that stage they said they can’t just make that change for me and need to take ‘permission’ internally. I made them promise me to follow up with me proactively with a solution. It has now been another 3 weeks and constant emails going unreplied - and I have not heard a thing from them. Meanwhile, they continue to hold my money and not provide me with a solution. I’m incredibly sick and tired of this company and will never buy from them again.”

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Posted 3 years ago

“We purchased a sofa from the speedy section saying it would be 1-2 weeks but it's now been a month. The customer services team has no clue and keeps telling me different things. Swoon is quick enough to take your money though. I have over a thousand pounds with them with no product.”

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Posted 3 years ago

“Order November, waited and chased delivered since January, got told it would be April for delivery. They’ve made one bit of communication with me; in March to tell me my order has been cancelled.”

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Posted 3 years ago

“I'm bought the Otto desk bought on 31 May 2018. I was happy with it until on 09 November 2020 when something absolutely horrible happened. I was working at the desk and placed a book on top of it. All of a sudden, the left pair of the desk legs just felt and luckily I managed to held the desk. I had my MacBook, my iPhone, headphones and other stuff on the desk. My phone and headphones fell on the floor but luckily didn't suffer any damage as far as I can see. I looked at the desk and I saw that the the part that holds the legs bolts to the body of the desk are glued. I saw a lot of dried glue on the floor and the issue is with the glue not holding the blot anymore. A 2 and a half years desk must not have this issue! If there was a child, animal there could have been serious damage done by the falling desk. I could have had damage for thousands of pounds if my MacBook and iPhone would have been damaged. I want to state that I’ve moved the desk since receiving it, I’ve never sat on it or climbed the on desk, nor I placed heavy objects on it. I’ve used this desk with care and it has been lightly used for office work. I contacted Swoon to ask for support, but so far, after almost 4 months my case is still open. So far over these months Swoon has done nothing to show that is taking this complaint seriously in regards to the safety of its products. They did nothing to make me understand what they're doing to make sure nothing like this happens. I've asked about what they are investigating, what steps are they taking to prevent this from happening a few times via email, they've never replied addressing those questions. They first offered to replace the desk, but I don't trust any Swoon furniture anymore, so I asked for a refund. They said that they will refund the desk, they didn't. I've got to buy a new desk from another company, my money is still with Swoon so I've contacted my credit card to dispute the charge. I'll also try my best to let the world know how hazardous their furniture is and get properly compensated. Needless to say I’ll never buy furniture from Swoon again! They're really good at ignoring your emails too!”

Swoon Editions 1 star review on 26th February 2021

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Posted 3 years ago

“I ordered a TV stand 5 month ago , I queried when I was getting delivered and was told 3 different stories, then my order was cancelled a few week later and I was then informed I would have to wait 2 week for a refund, very poor customer services to say the least AVOID”

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Posted 3 years ago

“Bought alot of stuff from them all got issues with them ive learnt a lesson never to buy all pieces from one company in same go if it's faulty will rip you off its like they are selling somewaht knocked off pieces.took months for all the furniture to arrive and the tv unit was a disaster as it dont even have any handle or push fixtures to the tv unit and their bilbao marble table is keep tipping its got sharpe edges so now that's sitting in my garage as well I've contacted them they were keep asking for mor info send them pix videos and at the end left me on their sales department and after weeks their answer was that it was suppose to be like that then i ask how am i suppose to open these doors no response such a bad company I'll never buy anything from them im so disappointed.”

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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!!!!!!!!!!”

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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!!!!!!!!!!”

Helpful Report

Posted 3 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.”

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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.”

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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.”

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Posted 4 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.”

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Posted 4 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!”

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Posted 4 years ago

“Almost 8 weeks after the order of a number of items and still no sign of them apart from a coffee table that turned up with a bent frame and the drawers falling off - not useable at all but still no information about a replacement or process to follow 3 weeks after the complaint and some weekly follow ups. Some items have an arrival to warehouse date in 3 months (not delivery), some are still TBC. And given my first item and the reviews I read, I'm worried about the quality of the rest of my order. Meanwhile, I'm sleeping on a temporary bed hurting my back awaiting a bed which I won't see for months! Next time, I will go for Ikea: much cheaper, quicker delivery and better quality. I am so disappointed.”

Helpful Report

Posted 4 years ago

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

Swoon Editions Reviews