Swoon Editions Reviews

Name: Swoon Editions
Rating: 1.19

1.2 Rating 189 Reviews

4 %

of reviewers recommend Swoon Editions

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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

“If I could get a negative star rating I would put that here. I've exchanged 26 emails and multiple calls with SWOON customer service about delivery of my order. This item was ordered in March for delivery in MAY. SWOON are unable to provide clear indication of where my order is, who their delivery partners are, or how to escalate. The customer service are a zen desk smoke screen with chat bots! PLEASE DO NOT WASTE YOUR MONEY OR TIME BUYING FROM SWOON. Totally fraudulent!”

Helpful Report

Posted 5 years ago

“Ordered an Athena coffee table in Jan due for del by end of April. After hearing nothing at end of April I contacted Swoon. I’ve now sent many emails and called and all I get is they will contact me ASAP to let me know what’s happening with my order. Worst customer service ever. I wish I’d never ordered with Swoon. I’ve read loads of the same complaint. Obviously Swoon don’t care. Wouldn’t ever deal with Swoon again. Debbie Williamson (CEO) obviously isn’t interested she’s impossible to contact.”

Helpful Report

Posted 5 years ago

“Not what I expected from a professional company”

Helpful Report

Posted 5 years ago

“Spent £1200 on a Luna three seater sofa, it was supposed to arrive 3 weeks ago. I have spoken to virtually the entire customer service team (mathew, jade, rebecca, amber...) someone in the London office (stephen) and a customer service manager (Jamie), everyone says they'll phone me back but I never receive a call. I've waited at home on 3 separate days (missing a days pay each time) for it, every time it doesnt show up and no one can tell me where it is, why it didn't come or when I will actually receive. The level of customer service is POLITE but USELESS. No one will actually help you, including the delivery company ArrowXL who will also fob it off and not explain what is happening. To rub salt in the wound they turned up one day to COLLECT a sofa from me. Absolutely the worst experience I have had with buying a product. I still have no sofa, still have no calls back, still have spent probably 6 hours on the phone over the last week trying to locate it. Don't even bother, the products may look nice but once you actually order, if theres even the slightest issue expect to neither receive your product or any customer care. I tally approximately 40 calls, countless emails and over 10 members of staff that I have spoken to. Still. No. Sofa. But on the plus side I have been ASSURED by 8 different people that I WILL get a call back... I wonder when...”

Helpful Report

Posted 5 years ago

“Awful service, average quality at designer prices. Yesterday I finally got two chairs ordered in February which arrived asxteo crumpled heaps. One has such severe frame damage it has to be returned and replaced which will take another 3 months!! That will be 6 months to get a chair delivered! The Taj Mahal was build in less time. Customer services are friendly but have no power st all. Standard answers and not much action. Once this sorry saga has gone to an end I will never use them again! Not worth the aggro we gave had over the last 4 months.”

Helpful Report

Posted 5 years ago

“Damaged product and non delivery of items 4 occasions Appalled and the service i received. Had to wait in 4 times for a simple cushion delivery as despite Swoon advising me that DPD had the correct address every delivery day it transpired they didn't. Instead i have to spend £8 travelling to a depot to pick up my order (and over two hours of my weekend) as the last non successful delivery resulted in my brother who had been waiting in for me losing a temp job as the delivery notice stated a specific time and did not happen. Swoon were not proactive at all with the onus on me constantly calling. In addition to this the promised i would get both orders through them delivered at once. Which did not happen. I received my first order later in the day than advised and once it arrived i found it to be damaged. After 10 weeks of waiting i WILL NEVER use them again. Update= 26th April. No news or update from Swoon was promised a quick rectification but a week on no contact.”

Helpful Report

Posted 6 years ago

“The Seymour set of side tables is much lower quality than I expected for the price, however I decided to eventually keep them because they are the right size that I need for a very small space and I have put too much time into the process of looking for something. I do not believe Swoon oversees quality enough as the first set of tables delivered to me (since returned) had significant defects in the gold finish and the second replacement set had defects in one of the glass tops. After notifying customer service about the defects in the glass in the replacement set they said they had to find out what to do with my issue, then they did not get back to me. Eventually after chasing them again for resolution I was offered £40 off the second set instead of replacing the glass, which I was annoyed about but decided to take because I was very tired of the process and speaking to customer services at that point. I would advise someone to shop elsewhere for furniture or else they could get caught in the long cycle of wait for delivery/sub-par quality/haggle/wait for pick up date/return/replace/repeat... and because the quality is just not there for the price and the hassle.”

Helpful Report

Posted 6 years ago

“Ordered some side tables in January 2019 and provided a delivery date of "April". Now been told, delivery is due in May! Not worth waiting 4 months - sofas can be ordered and delivered sooner than these tables! Not impressed at all with the time delay, and reasons "delay to shipment". At least update your customers!”

Helpful Report

Posted 6 years ago

“Extremely poor quality furniture with shoddy workmanship - we had to try and return the item as there were missing parts and the parts that were present were not made correctly. This was combined with the worst customer service we have ever experienced. Over a month on from the delivery and trying to resolve the situation (having waited around 12 weeks to get the item in the first place) we are still left with faulty furniture in our house.”

Helpful Report

Posted 6 years ago

“Terrible from start to finish. We ordered nearly £2,000 worth of products from Swoon. The only ones we kept were two bedside tables, and even then there was damage to those which we received a part refund for. The dining table was a completely different colour and marked, and the shelving unit had holes drilled in completely the wrong place so wouldn't assemble. Refunds took over a month to arrive despite me chasing continuously and the collection for the table was unable to happen as the address had been put into the collection company system wrong by Swoon – which resulted in us staying home for no reason and having to have a 50kg packaged table in our house for another week for no reason. Emails send to the customer service address 'never arrived' as the person who was dealing with the case left the company...a shower of you know what from start to finish. I can't recommend anything about the company. Swish marketing, website and photos, terrible everything else.”

Helpful Report

Posted 6 years ago

“A very bad service UNRELIABLE. I received the wrong colour sofa twice, in the end, they decided to replace my incorrect sofa with newly made to order which takes 8-10 weeks time. Even after placing the new sofa order I received an email after 3 weeks that there was a system error and new order did not go through. They automatically charged me for new sofa without refunding me for the old one. The customer care is very bad, unreliable. I only thought to go with swoon due to 5 years guarantee. If they can not guarantee in delivering the right sofa after 4 attempts how can we rely on their guarantee? With a lot of frustration, In the end, I requested them to refund everything and collect the wrong sofa. Hopefully, I get my money back before the bank gets overdrawn. Now I will not have a sofa but at least I will have peace of mind that I will get the correct sofa I like. Above is the short story, I have been through a lot of hassle and fake return call promises. Huge waste of time.”

Helpful Report

Posted 6 years ago

“This company is a joke! The quality is terrible, the furnitures were all damaged and the delivery methods are even worse. Run away, just saying.”

Helpful Report

Posted 6 years ago

“very poor materials and quickly degrades The Swoon sofas look great but they are not at all durable and quickly degrade. After less than 12 months our sofa developed a stretching of the fabric and a pudding like effect on the seat cushions. We complained twice to Swoon and their response was that it was to be expected and that there was nothing they would do. There is no warning on the website that if you choose a woolen fabric it will become unsightly, deformed and wear considerably within 6-24 months. At this price point, we do not feel this is acceptable quality, performance from the product or the company. We strongly advise you not to buy a product from this company.”

Helpful Report

Posted 6 years ago

“We ordered a sofa in November 2018, were told it takes 8 weeks for it to be made. It's now nearly 10 weeks, and the worse thing is their customer service is very disappointing because all we received was an email saying they are checking with their warehouse where our sofa is, and that was a week ago. They haven't even replied to our other emails, and it is very hard contacting them by phone. I wish I had read all these negative reviews and avoided ordering from them in the first place. I can only hope our sofa arrives and it does so without further problems. Definitely no trust for this company.”

Helpful Report

Posted 6 years ago

“We ordered a sofa from Swoon which arrived damaged. On trying to return the sofa, the delivery company failed to arrive on two separate occasions. I realise these issues might sometimes arise with any company but if you are considering buying from Swoon, it is my opinion that their furniture is very much 'form over function'. It may look aesthetically pleasing but in terms of being comfortable and durable, we weren't impressed at all. In short, I advise you look elsewhere as their business model appears to be geared towards cutting costs at every possible opportunity to the detriment of expected quality.”

Helpful Report

Posted 6 years ago

“I ordered the Mickey Desk/Console table from Swoon Editions back in July 2018...I was told it’d take about 2 months. 4 months later..in October 2018 and I finally received this item but much to my disappointment the wooden drawer was completely broken. The packaging was appalling (it shipped form India), and some of the desk was not properly protected - hence the broken drawer. Also, there were no instructions on how to assemble the desk (except for a few letters on the legs). This was absolutely unacceptable so I contacted Customer Service who arranged for it to be collected and promised me that I’d get a replacement in 2 weeks time. Much to my disappoint...I was still waiting for this desk at the end of December 2018!!! The desk was held by immigration as the wood they used was not sustainable and customs couldn’t release it! Not only do Swoon Editions make faulty poor quality furniture, they also use illegal wood in some of their pieces. Needless to say, I cancelled my order...I will never use this company again...not only did they waste 6 months of my time, but failed to compensate me properly for my inconvenience. Avoid this company at all costs!!!”

Helpful Report

Posted 6 years ago

“We purchased a TV unit from here however the delivery on this has been appalling. We were given a date however we were not going to be home and selected another date from the options. I took a day off work (which I don't get paid for) to have waited until lunch to receive my hour slot. We called Swoon to have been told DPD missed off our package so I lost a day's pay and no delivery. We tried for redelivery for 5pm which Swoon confirmed and to have received a timeslot for 12-1pm!! We called again to let them know no one would be home and that they had told us they would deliver at 5pm. We waited for someone from customer services to call back but they had delivered the unit to the neighbour. Not ideal as I had to try lug home. We finally got it home to open it being broken. Complete disappointment from the delivery to the quality. I called Swoon and asked for a swap to collect the broken and deliver a new one which isn't broken. We have set a date for Monday however, I don't have trust or hope for this to take place without another fuss. If they miss off our delivery again for Monday which my husband has now take then day off for, we will be cancelling our order and asking for a refund and go with someone more reputable and reliable. First and last time with Swoon. Massively disappointed.”

Helpful Report

Posted 6 years ago

“Absolute joke. We have received sofa with NO LEGS! Can you imagine spending £900 and have no legs for your furniture? That is not the worst...we are now months in conversations with swoon helpdesk. Sent almost 60 emails. Called and were promised call back (that never happened). Twice we were told legs should be delivered "next week" ...but wait for it...just few days ago we were told they actually do not have them in the warehouse! Clearly someone is lying here to just brush us off. We were now offered replacement with "temporary" legs. Yet to be delivered. Still waiting. Unacceptable. Poor customer service. ps. just scrolled through reviews and l can see there is a trend of swoon sending furniture with no legs ?! what.the.hell.”

Helpful Report

Posted 6 years ago

“Instead of writing what I think about Swoon Editions, I just quote my correspondence with them: Me: "Hello, in 2015 I bought your two-seater sofa, Calvin. Till recently I was satisfied with my purchase but I noticed that my sofa changes its look. The sponges in the seating started to dislocate and the sofa lost its cool look. Till now it didn't affect my comfort yet but I'm not happy with the look. What can you do about it? Kind regards Lucy" Swoon: "Hi Lucy, Thanks for taking the time to get in touch. I am unsure whether we can help you out with this due to the length of time since the order was received. However, if you could send me across some photos I can query this with our quality team and get back to you. I look forward to hearing from you and if you have any further queries in the meantime please don't hesitate in contacting us - we're more than happy to help. All the best, Olivia Is a life-long vegetarian who loves a good fantasy novel and is absolutely desperate for a pet pig." Me: "Hi Olivia, I’m sending some photos in the attachements however it is dificult to see the fault on the 2D pictures. The problem is that apparently there are several layers of sponges in the seating. The sponge that is the highest one looks like staying in place but that underneath moved forwards, about 5 cm. The seat edge that was beautifully an arch shaped is not anymore. And I’m sorry Olivia but I don’t think that 3 years after purchase is too long to make a complain. When I bought your product, I truely believed that your company cares about quality and that when properly used, the sofa will serve me much longer that 3 years. I care about environment and do my best in order to not pollute it with excessive shopping of low quality products that you have to replace regularly. The sofas I had in the past I have never had such problem with in spite of using them over a dozen years. And I’m not obese, my weight is about 65kg. Kind regards Lucy (also vegetarian who loves good literature)" Swoon: "Hi Lois, Thanks for getting back to me with those photos. I've referred these on to our product specialist team and I'm afraid they have advised me that cushion dislocation after prolonged use is regular wear and tear to be expected. Unfortunately, we do not offer a guarantee on our sofa cushions so I'm afraid there isn't anything I could offer you regarding this moving forward. I can understand this may be disappointing and I apologise for not being able to be of more help. If you have any further queries please do get back in touch - we're more than happy to help. All the best, Olivia Is a life-long vegetarian who loves a good fantasy novel and is absolutely desperate for a pet pig."”

Helpful Report

Posted 6 years ago

“The furniture is nothing like the beautiful pictures on their website. By far the worst furniture provider in the world. Ordered a cupboard and 2 coffee tables in Jan. First 2 items arrived in April, both were damaged. A cupboard where the finishing was so poor, the doors were misaligned, did not open and close properly. The coffee table was unpolished marble. After months of emails and phone calls, I was given some a small portion of money back but left with the bad furniture, far from ideal. Finally in July/Aug after more emails and phone calls, they decided to replace the faulty furniture if I gave back some of the money, pathetic given the stress and number of emails and call. Coffee table was fine but the cabinet again arrived damaged. On top of this we were almost attacked in our home by the ARROWXL delivery team who damaged our walls. All in please avoid, the stress of dealing with them and the delivery company is too much to manage. We as customers deserve better.”

Helpful Report

Posted 6 years ago

Swoon Editions is rated 1.2 based on 189 reviews