Name: Swoon Editions
Rating: 1.19

“THE worst company I have ever dealt with. Ridiculously long lead times and selling poor quality furniture for designer prices. Everything I have ordered was either damaged and had to be returned or is of mediocre quality. A tv unit that is claimed to be metal clad while it is not (gold paint) and a velvet sofa that cost a fortune but the cushions are only covered on one side so no turning over possible. Again.... cutting costs and charging a fortune. Sofa is uncomfortable and the velvet is of poor quality. I can’t afford a new one for years to come now do will have to ride this duff purchase out now for a good few years. NEVER EVER will I buy anything from them again.”

Helpful Report

Posted 5 years ago

“On 18th May, I bought what I thought would be my dream bed from Swoon. I was told to expect delivery in 8-10 weeks - so 13th-27th July. I waited pretty patiently but it gets to July 16th & the bed hasn’t arrived and I haven’t heard anything. I’m keen to know when it will be delivered as I’ve been sleeping on mattress on the floor, so I dropped them a quick email to get an update. I get a reply saying I’ll hear from their delivery partner (Ash) within 10 days... so 26th July. Except it gets to the 27th July and I didn’t hear anything. So off another email goes to them. They reply saying I’ll hear from Ash by the end of the week; 2nd August. So I waited some more. The 2nd of August came around, and I still haven’t heard anything so this time I called Swoon as I’m kinda getting annoyed now & surely if I speak to someone I’ll get a better experience... the call centre rep tells me they’ll drop me an email once they’ve spoken to Ash. I wait again.... it gets to the 5th August and I haven’t heard anything again so I call again. I express that I’m annoyed that no one called me back and she agrees to call me back the next day no matter what, even if she hasn’t heard back from the delivery company. Well you guessed it, no call... So I call again, 5th time chasing now... I ask for a manager but I’m told there isn’t one available but she will escalate it and give me a call back at 4pm. It gets to 4:40 and their offices close at 5pm so I call again. I’m promised that my situation has been escalated, that Ash is going to investigate what’s happened and that Swoon will call me back between 4-5pm the next day. I ask that also look at compensation, they say they’ll immediately refund my delivery costs, will look at further compensation & will email me to confirm what is happening. To no surprise, no email. A few days later Ash contacted me with a date which I couldn’t be in for, to my shock they originally suggested leaving it outside?! A velvet super king bed? How am I meant to get it upstairs? It’s huge.,,, What if we have our usual British weather? I’m not sure I trust their ability to package something at this stage. I politely declined. Ash came back with an alternative date, 17th August, which I could arrange for my mum to be in for and they promised to call her an hour ahead of when they are due to get there so she could pop over. So we waited. The delivery day came. Ash never ring my mum until they’re at my house, but luckily she only lives around the corner so she goes over to open the house up. Ash do take the bed upstairs (which to be honest by this stage I was positively surprised to hear) but my mum calls me to say they only delivered one box, the headboard. The box says that there is another box that accompanies it but what a surprise, Ash say they don’t have it. At this stage my boyfriend steps in and insists on speaking to a manager. The manager assures him that he will investigate the matter and call him on Monday. Monday comes, we get a call to say they’ve found the other half of the bed... it was in a separate part of the warehouse?? Swoon say that Ash can deliver it but it will be a week or two. We say that isn’t good enough and that if their “delivery partner” can’t do it they should look to get an independent courier to do it. They said they’ll call us back by the end of the day... We don’t get a call back. So we’ve just called them back and they’ve said they’ll call us back next week to confirm a delivery date. I honestly have no hope I’ll ever get the other half of this bed. I’ll be asking my credit card company to refund my money today and informing trading standards.”

Helpful Report

Posted 5 years ago

“Ok Swoon I have had enough of this so I am making it public. Below is the story of what has happened so far... My partner and I have recently bought our first house and have spent time selecting what beautiful sofas we wanted to furnish our new and exciting home. We decided upon buying 2 Rieti sofas from your great looking selection. We understood that this could take between 8-10 weeks which we had allowed for and understood. That was back in March. We chased our order around 7 weeks later just to see if there was an update and were told to still expect 10 weeks, that's fine, as it is in the expected window. We received an unexpected message a week later to say that our delivery was ready so we booked it in for the 16th May. GREAT we thought. This is when it all began. The 16th of May came around and our delivery turned up. My partner (who had taken a days holiday from work) recieved it and when it was brought in by the delivery drivers said, "I hope the legs are with it? Must be with the second sofa". The delivery drivers looked at each other and said "Theres not another sofa on our wagon, this is the only one and we have not seen any legs".... That's right we were only sent one of our two sofas and that didn't wasn't even complete. We immediately phoned Swoon to ask where the other sofa and the missing legs were to be told that the second sofa was delayed over seas and that they did not know where our legs were for our first sofa (even though we were told that all your products go through quality control... seems not). We were then told the legs would be sent to head office and sent to us from there, ok a bit annoying but we can deal with that. Would of been helpful to let us know there was a delay on our sofa though? After multiple emails and phone calls prior, my partner phoned on the 31st of May to ask what was happening with our second sofa as we had not had an update. She spoke to Luke who confirmed it was now in the UK and ready to be delivered but would have to be a weekday as there was no availability on the weekend. We arranged it to be delivered on Tuesday 4th June (some 2 and a half weeks later than our first sofa). She then asked about the status of our legs as we had still had nothing through but there was no update. Luke said he would send an email to head office to chase. Starting to get slightly annoyed now as you can imagine. We then did not hear anything from you until I phoned Swoon on the 4th of June after our second sofa was delivered (with the correct legs..I think, although they look almost black as a pose to dark beach advertised on the website?). Again, no update was given, still waiting on the supplier. But could see the legs were supposed to be delivered on 20th May...This was not good enough, we had been waiting patiently for weeks to be told that I'd have to wait another 2 working days for the escalation team to contact me, why? Why was this not already escalated? Why was this not already sorted?? 6th June, I hear nothing. I phone yet again to find out what was going on to be told, yet again they had nothing to tell me and that someone would be in contact on 7th. On the 8th my partner was contacted (a shock I know) and told they had still not had an update on the missing legs so they would send some " temporary" legs to us...oh but that could take 7-14 days... excuse me?! 7-14 days for TEMPORARY legs. No, that's not acceptable. Where are our legs??!! I then phoned Swoon and spoke to Luke who advised me that they had a meeting at 3pm and that he would raise the issue and try to find an answer which was helpful but not sure why this wasn't done 3/4 weeks ago... The final update I was given just past 3pm was that there have been issues with the supplier and they have not made any. Valid reason but my question would be, where are the legs that should of been sent with the sofa originally? If this has past quality control then surely the legs were with it at some point? I have now received our "temporary" legs on Monday 10th June and have no date for our real legs. A week ago I received an email to say our legs were going to be delivered to us.... FINALLY! I waited and waited to no avail. I checked our tracking to be told that Swoon had not even given the order to DPD! I chased it yet again and yet again no one could answer me and had to go and find out. Never heard anything from that... typical Swoon. Today 13th August I randomly got an email to say that my legs were going to be delivered. HOORAY!!! I've just received them! Only nearly 4 months since we made the order! But wait.... THEY ARE THE WRONG COLOUR!!!! Can you actually get ANYTHING right?? What a poor excuse for a high end furniture company, you don't deserve to be trading. I go to phone you and oh you've now changed your phone lines to 9am-3pm?? What's that about? Who can you expect to call you between those hours? I am absolutely appalled by the whole experience, the lack on communication, the lack of investigation and the complete disregard to help. We were recommended Swoon by multiple people and have been impressed with the website and quality of product that we have actually received but have been completely let down by everything else. As a retail manager myself I am not one to complain as I understand that things happen but when something like this happens it is kind of taking the mick a little. To only receive half our order to begin with and no proactive communication to tell us of its delay and missing legs that have still had no update for 3/4 weeks, leaving us with one sofa for 2 weeks with no legs and no where else to sit meaning we have had to sit on a sofa with no legs and compromising the structure of the sofa is the worst experience I have received. This should of been sorted long ago and should be investigated into why it hasn't been. I now do not feel confident in the structure and integrity of the sofa with no legs and if it wasn't for such a wait for new sofas I would be saying that I want a replacement and/or for you to take them away. Again, I am appalled and disappointed in the way this has been handled and this whole experience has really tarnished what should of been an exciting time for my partner and I. We will always remember the time we bought our first home and the issues we faced around our first sofas. Thanks Swoon! Get this sorted ASAP.”

Helpful Report

Posted 5 years ago

“Ok Swoon I have had enough of this so I am making it public. Below is the story of what has happened so far... My partner and I have recently bought our first house and have spent time selecting what beautiful sofas we wanted to furnish our new and exciting home. We decided upon buying 2 Rieti sofas from your great looking selection. We understood that this could take between 8-10 weeks which we had allowed for and understood. That was back in March. We chased our order around 7 weeks later just to see if there was an update and were told to still expect 10 weeks, that's fine, as it is in the expected window. We received an unexpected message a week later to say that our delivery was ready so we booked it in for the 16th May. GREAT we thought. This is when it all began. The 16th of May came around and our delivery turned up. My partner (who had taken a days holiday from work) recieved it and when it was brought in by the delivery drivers said, "I hope the legs are with it? Must be with the second sofa". The delivery drivers looked at each other and said "Theres not another sofa on our wagon, this is the only one and we have not seen any legs".... That's right we were only sent one of our two sofas and that didn't wasn't even complete. We immediately phoned Swoon to ask where the other sofa and the missing legs were to be told that the second sofa was delayed over seas and that they did not know where our legs were for our first sofa (even though we were told that all your products go through quality control... seems not). We were then told the legs would be sent to head office and sent to us from there, ok a bit annoying but we can deal with that. Would of been helpful to let us know there was a delay on our sofa though? After multiple emails and phone calls prior, my partner phoned on the 31st of May to ask what was happening with our second sofa as we had not had an update. She spoke to Luke who confirmed it was now in the UK and ready to be delivered but would have to be a weekday as there was no availability on the weekend. We arranged it to be delivered on Tuesday 4th June (some 2 and a half weeks later than our first sofa). She then asked about the status of our legs as we had still had nothing through but there was no update. Luke said he would send an email to head office to chase. Starting to get slightly annoyed now as you can imagine. We then did not hear anything from you until I phoned Swoon on the 4th of June after our second sofa was delivered (with the correct legs..I think, although they look almost black as a pose to dark beach advertised on the website?). Again, no update was given, still waiting on the supplier. But could see the legs were supposed to be delivered on 20th May...This was not good enough, we had been waiting patiently for weeks to be told that I'd have to wait another 2 working days for the escalation team to contact me, why? Why was this not already escalated? Why was this not already sorted?? 6th June, I hear nothing. I phone yet again to find out what was going on to be told, yet again they had nothing to tell me and that someone would be in contact on 7th. On the 8th my partner was contacted (a shock I know) and told they had still not had an update on the missing legs so they would send some " temporary" legs to us...oh but that could take 7-14 days... excuse me?! 7-14 days for TEMPORARY legs. No, that's not acceptable. Where are our legs??!! I then phoned Swoon and spoke to Luke who advised me that they had a meeting at 3pm and that he would raise the issue and try to find an answer which was helpful but not sure why this wasn't done 3/4 weeks ago... The final update I was given just past 3pm was that there have been issues with the supplier and they have not made any. Valid reason but my question would be, where are the legs that should of been sent with the sofa originally? If this has past quality control then surely the legs were with it at some point? I have now received our "temporary" legs on Monday 10th June and have no date for our real legs. A week ago I received an email to say our legs were going to be delivered to us.... FINALLY! I waited and waited to no avail. I checked our tracking to be told that Swoon had not even given the order to DPD! I chased it yet again and yet again no one could answer me and had to go and find out. Never heard anything from that... typical Swoon. Today 13th August I randomly got an email to say that my legs were going to be delivered. HOORAY!!! I've just received them! Only nearly 4 months since we made the order! But wait.... THEY ARE THE WRONG COLOUR!!!! Can you actually get ANYTHING right?? What a poor excuse for a high end furniture company, you don't deserve to be trading. I go to phone you and oh you've now changed your phone lines to 9am-3pm?? What's that about? Who can you expect to call you between those hours? I am absolutely appalled by the whole experience, the lack on communication, the lack of investigation and the complete disregard to help. We were recommended Swoon by multiple people and have been impressed with the website and quality of product that we have actually received but have been completely let down by everything else. As a retail manager myself I am not one to complain as I understand that things happen but when something like this happens it is kind of taking the mick a little. To only receive half our order to begin with and no proactive communication to tell us of its delay and missing legs that have still had no update for 3/4 weeks, leaving us with one sofa for 2 weeks with no legs and no where else to sit meaning we have had to sit on a sofa with no legs and compromising the structure of the sofa is the worst experience I have received. This should of been sorted long ago and should be investigated into why it hasn't been. I now do not feel confident in the structure and integrity of the sofa with no legs and if it wasn't for such a wait for new sofas I would be saying that I want a replacement and/or for you to take them away. Again, I am appalled and disappointed in the way this has been handled and this whole experience has really tarnished what should of been an exciting time for my partner and I. We will always remember the time we bought our first home and the issues we faced around our first sofas. Thanks Swoon! Get this sorted ASAP.”

Helpful Report

Posted 5 years ago

“Do not give these crooks your money! The order times are extremely long to start with but the company seem to think it is perfectly acceptable to extend it by a month or two. I ordered a desk on 30th March and am still waiting on 10th August with no firm delivery date. These people have had my money now for 5 months with nothing to show for it. Why they don’t keep stock of their products like every other retailer, I don’t know! Custom Rd shouldn’t have to wait 6 months for some artisan manufacturer to start it from scratch.”

Helpful Report

Posted 5 years ago

“Beware – definitely inept, seemingly also immoral. 6 chairs ordered, full payment made in advance of delivery as per their terms. Only 2 chairs arrived. Quality was poor (broken weld, bent legs) and this is an expensive item. Arranged return; waited in on the agreed date – no show. Arranged another day; waited in – no show. Asked for refund and they have so far refused to refund even the 4 chairs that never left their premises until the 2 chairs are returned. But we can’t return them as their couriers never show and they could in theory keep repeating this process whilst we are £500+ out of pocket. Please avoid.”

Helpful Report

Posted 5 years ago

“I have waited for a table from Swoon since start of May. It had a 1-2 week delivery window but is now 4months delayed. I have had to constantly chase them as I get no updates. 4 weeks ago the delivery came and it was just the legs and no table top. Since then I have been chasing them for an update on when the table top will arrive and the last 2 week I have had no response at all! I ordered another item before the table and that was also delayed by months! So fair to say I won’t order from them again!”

Helpful Report

Posted 5 years ago

“8 to 10 week delivery for sofa promised after 10 weeks all they could say was in transit could not say if or when it would be delivered requested refund and orderded from elsewhere delivered 2 weeks later don't touch this company”

Helpful Report

Posted 5 years ago

“literally the worst company ever. I feel so sorry for their customer service people who seem perfectly lovely but are obviously given no info. I ordered a rug in April and now it's the 1st of august and surprise surprise I still don't have it. I have asked to speak to the manager a million time just to get an actual answer on where is it but I keep being fobbed off because she is always in a meeting. if you are the customer care manager....make yourself available to speak to the customers she's 100% avoiding calls. give you staff the info they need and maye you won't have to lie about being in so many meetings and do your actual job. going to cancel for a refund ASAP...from some reviews it even seems like getting your own money back is a problem. Financial problems much?”

Helpful Report

Posted 5 years ago

“Misdescriptions on product info on website. Took my money weeks ago. No information about delivery unless I chase. Constant fobbing off with “it’ll be in our warehouse by end of week, delivery will be shortly after”. Now saying the advertised “1 item left” desk will not even arrive in UK until next month! DPD got in contact twice with deliver dates for 1 item, never arrived. When I queried it on the 2nd date, they told me they hadn’t even received the item from Swoon!!!!!! Company is happy to mislead customers, take their money & ignore them. I don’t actually think I will ever receive the goods I ordered & will be cancelling and demanding a refund next week! Customer Care don’t seem to work at the weekend!! Think carefully before you order from this company!”

Helpful Report

Posted 5 years ago

“Oh dear ... I ordered something at the beginning of May and i’m still waiting ... I just had look tonight to see if I could find any reviews and found all these bad ones with people waiting even longer 🙈🙈🙈 and then the bad quality when it arrives!!! I’m now wondering if my item will ever arrive?!! Is this company about to declare bankruptcy?”

Helpful Report

Posted 5 years ago

“I wish i’d read these reviews before. Ordered a coffee table, which spent more time in the uk trying to get to delivery warehouse than it did to make it and ship it half way round the world. I know this as they stupidly send you the details of the ship it’s on and a link to track it. Ordered 20th Apr...finally arrived 8th July. 2nd order was for some cushions, which went out of stock, strangely after their website tells you how many they had at the time of order and there were more than the 2 I ordered. Lastly still waiting on a pendant lamp ordered as an express 1-2 week delivery and a week later it’s still in production, so no hope of it ever being here within the timescale. This was bought with the compensation they gave me for all the previous issues. My advice is keep pushing them, as they finally gave me some reasonable compensation....for what it’s worth.”

Helpful Report

Posted 5 years ago

“My experience is spookily similar to yours Nicole, except I placed my order in Mar. I have purchased several things from Swoon before with no issues. However, I will not be purchasing anything from them again.”

Helpful Report

Posted 5 years ago

“I have had a similar situation as what's been detailed by others. Ordered a rug in May with a noted delivery of mid June and that I would receive notification as the time approached. I never received said notificiation and followed up at which point then they told me it was delayed. In early July I chased again and was told that the rug had just arrived that week/undergoing quality checks and would be delivered next week. The following week comes and goes with no delivery so I reach out (again no communication from them proactively). I 'm told: the rug just arrived that day and was undergoing quality checks... WHAT!? i was told that two weeks ago. Fast forward 2 more weeks and still no rug. I finally get a notificiation on Friday that it was to be delivered on Monday so i stay home from work to receive it... guess what? NO RUG and DPD never received the parcel from them. This is the most atrocious company and customer service I have ever experienced. BUYER BEWARE! i dont understand how they are still in business if this is commonplace experience?”

Helpful Report

Posted 5 years ago

“I ordered two chairs in the January sale. They were supposed to be delivered in April. On the website you can track the progress of your order and at the end of April it seemed like they had not left the workshop. I contacted the customer services and they said they would come in May. At the end of May the same thing happened. At the end of June the same thing happened. What annoys me is that 1) My order was delayed by 3+ months 2) Nobody from Swoon bothered to contact me proactively to inform me of this or apologise. In July I was told the chairs had reached the UK ports but that they had been held up in an "operational backlog". I was told that the delivery company would contact me within 2 weeks to arrange delivery. This did not happen. After 3 weeks I contacted them to say that if they could not promise that my chairs would be delivered in the next week, I would demand a full refund. They said they were still held up at the port. Now they have issued a full refund, but it is yet to hit my account. This ordeal lasted half a year since the day I ordered. I just bought a flat so I have been getting by with 2 chairs and 1 stool, meaning I haven't been able to have guests over for dinner. I have been beyond patient with Swoon and they have taken advantage of this. It may be that they just took my money to manage cash flow issues, which would be totally unethical. To put the cherry on the cake, they offered me 10% off future orders as an apology. What a joke. 10% off furniture that doesn't get delivered. They should be giving me the chairs for free (but maybe they don't actually exist)! My order number was 100251065.”

Helpful Report

Posted 5 years ago

“16 weeks for a 8 week delivery was unsatisfactory. Kept telling me sofa was coming and delayed and delayed. Finally cancelled my order as it appears sofa will never arrive . Feedback , just be honest . Gone to another supplier”

Helpful Report

Posted 5 years ago

“Ordered a table (order number 100277528) have already failed to deliver 3 times without prior notice. Stuck in the house 3 days, had to take days off from work and they didn’t deliver. They have taken the money though. awful company”

Helpful Report

Posted 5 years ago

“Order placed on 11th April. Money taken out of my account straight away for a rug with an estimated delivery date of June. Order has been in the I’m for over 3 weeks. Each time I contact customer service I’m just fobbed off with lies and basically a shrug of the shoulders. Just checked the status once again and it’s now changed to back in production. No word from swoon on this. Reading all the other bad reviews and their lack of concern for everyone’s issues I’ve decided to cancel the order. Expecting a hassle getting my money back of course. Do yourself a favour and avoid this company. They talk a great game regarding their products online but it really isn’t worth the pain.”

Helpful Report

Posted 5 years ago

“This is a bit of a saga about Swoon's unbelievably bad service and product quality but stick with it, you may enjoy it more than we have. It is now the 9th July and we have just had to turn away the delivery of a simple cabinet, a box with two doors and four legs, that we purchased from Swoon on 5th January. That's right, over six months ago. We were told that the item would be delivered in March, but this was delayed until the middle of May. An annoying start and already a two-month delay. The fun really started, however, when Swoon's execrable delivery partner Arrow XL tried and failed to deliver the item to us on 24th May. That was over six weeks ago. They could not deliver it because we live on a fairly narrow road, though this had not been a problem for any other company delivering to our house for the past seven years. Their website has no means of leaving any comment to this effect though so they rely on failing on the first delivery attempt. It turned out we required a small van. Here the system completely broke down. First I tried booking this with Arrow but it just didn't turn up. After the first webchat communication their webchat service has been unavailable ever since and they do not answer the phone or respond to emails so I asked Swoon to contact them. Arrow rang me and we agreed another delivery for the 17th June, but in their wisdom managed to instead book it for 12th June when we were 100 miles away. Because Arrow do not respond to communication we were unable to prevent the delivery driver turning up and I had to turn him away on the phone. Following this Swoon tried again to book a delivery and promised it would arrive on 21st June. Yet again, nothing turned up. I phoned Swoon and their customer services person told me that there was a 'block' on the item, but that she had removed this and we could now book another date. As we were going on holiday for 2 weeks I asked that she book a date for the second week of July when we were back, but instead she booked a date for 29th June to stop Arrow sending the item back to Swoon. I accepted on the understanding that she would deal with rearranging this as I did not want to have to spend my holiday going back and forth between these two companies. The 29th rolled round and naturally Arrow turned up at our house because Swoon had forgotten to rearrange the delivery. The second half of my holiday was consequently punctuated by increasingly frustrated emails to Swoon and more time spent on hold with Arrow, who never answered the phone. Eventually I decided to write a poor review of Arrow on TrustPilot and, miraculously, within ten minutes their complaints department telephoned me to sort out my problem. They informed me that the small van delivery I had been seeking for five weeks only comes to our area on a Tuesday. Other days are not an option. I find this unbelievable in the twenty-first century when at least a large proportion, if not the majority, of households do not include someone who sits at home all day. However, as she said she 'did not know what to do' about the fact that both of us work so I asked that the item be delivered before 8 or after 6 so that one of us would be at home. I asked her to text me to confirm that this was arranged as, still being on holiday, I didn't want to spend any more time on the phone to a delivery company. I didn't get any text. Today came along and I get a message from Arrow, cheerily telling me that the item will be delivered between 13:30 and 15:30, right when I said it couldn't. Luckily one of us was at home due to illness so they were able to let the delivery drivers in. The delivery drivers were very helpful and began unpacking the item that we had waited six months for, and for which I had spent hours and hours on the phone and writing emails over the past six weeks to simply have brought to our house when we were in. They hadn't got very far when a crack through the carcass was discovered. The crack is not a result of poor packing or of the item going round and round in a truck. It is simply badly made. Two pieces of MDF have been mitred together and pinned, a weak joint that has cracked open before the cabinet was taken out of the packing. It also looks pretty shoddily finished for a piece of furniture that cost £400. So the item was sent away with the delivery drivers and I have been informed by Swoon that the next delivery of these pieces of rubbish will arrive in the country on 10th September. They can't replace it before then. As their last projected delivery was two months out and it took a further two months to get the item to us we have decided to cut our losses and cancel the order. Take this as a warning and save yourself the trouble, do NOT order anything from Swoon!”

Helpful Report

Posted 5 years ago

“Item ordered weeks ago and still not delivered. I have had to chase at every stage. Eventually promised item would be delivered today, we waited in all day only to be told at 18:30 they cannot now deliver today. Utterly utterly incompetent. Oh, and they still have my money.”

Helpful Report

Posted 5 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