Swoon Editions Reviews

Name: Swoon Editions
Rating: 1.19

1.2 Rating 189 Reviews

4 %

of reviewers recommend Swoon Editions

Company Reviews

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Metrics

1.2

Based on 189 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“I have never experienced such terrible service. It is embarrassing for this Swoon and I would never order from them again. They are totally disrespectful to their customers and have a total lack of care; ranking their processes over customer care. Other companies who provide cheaper products such as Dunelm put this company to shame with their customer care.”

Helpful Report

Posted 5 years ago

“I have never experienced such terrible service. It is embarrassing for Swoonand I would never order from them again. They are totally disrespectful to their customers and have a total lack of care; ranking their processes over customer care. Other companies who provide cheaper products such as Dunelm put this company to shame with their customer care.”

Helpful Report

Posted 5 years ago

“Wow, where to begin. I really would leave 0 stars if I could but that isn't an option. My partner and I bought a sofa and decided to really splash out and go for something really special, so we opted for the Seattle Corner sofa from Swoon. We tried to see this in store but as we live in North Wales our options were limited. We asked for a fabric swatch and were told this wouldn't be possible, so we took the plunge and ordered the sofa in our desired fabric - the tan stone leather. We tried to purchase our sofa using Klarna - and although my partner has an absolutely fantastic credit rating we were rejected on the grounds we were 'new clients to Klarna and couldn't purchase something that big first time around'. I tried to speak with someone at Swoon Customer care regarding this and was essentially told 'oh well as it's Klarna it's nothing to do with us.' If you are using a 3rd party company on your site, it absolutely is your problem. 'Customer Care' at it's very worst if you ask me. We made the regrettable decision to use our savings to purchase the sofa outright. We were absolutely horrified when the sofa turned up...(over 2 weeks late I might add). The sofa appears to be outrageously cheaply made, the 'leather' is essentially plastic and actually squeaks when you sit down. It isn't at all comfortable, and the sofa back is so low that it's almost pointless having a sofa back at all. For over £2,500 we are absolutely shocked, having been lead to believe that Swoon were good quality pieces. We are now having to return our sofa after a really disappointing customer experience. Swoon,I seriously suggest you look into your partnership with Klarna as I can't imagine we're the first people to have had significant problems with it.”

Helpful Report

Posted 5 years ago

“Items arrived damaged on 4 separate occasions, so cancelled a separate order with a lead time of four months and still waiting for my refund after asking several times. Run away as a PP said. Terrible terrible company and poor quality and customer service.”

Helpful Report

Posted 5 years ago

“I wish I had the option for no stars, this is he most dishonest and terrible company I have ever had to deal with. 5 months on no sofa, no one returns calls. I would avoid this company at all costs, it has ruined moving into our new home. I am pretty sure they are taking money with the view to going bankrupt. Do not wait for your order get a refund now”

Helpful Report

Posted 5 years ago

Swoon Editions is rated 1.2 based on 189 reviews