I had no update on my order of a bed after 12 weeks of waiting (the max end of the lead time). I contacted Swoon for update and I was told that I’d hear back with an update within 2-3 working days. About 3 weeks of being told every 3 days that I’d hear within another 3 days, I was told it was in the warehouse but it’s waiting to be picked up by the courier who were experiencing delays. After almost 5 weeks of back-and-forth, I was told it has been determined as “lost”. My only options were to re-place the order and wait the lead time again. This order was originally placed on 7th July and I was told it won’t be delivered until January/February if I were to order again. This would be over 6 months of waiting for this bed and I am not prepared to go through this ordeal again. I have gone round in circles with the customer service team and the complaints team. They then told me they’d found the bed but a part was missing. Apparently the one part has the same lead time (10-12 weeks) to replace!? Their offer of compensation (or lack of) is so dire that it’s insulting. A small amount of money off a future order is not compensation when there is no way I will be ordering from them again. Ever. We’ve now reached 18 weeks since I first placed my order and I’ve got no bed, no compensation, still no refund, a huge amount of wasted time (and annual leave!), and no trust or faith in Swoon as a company whatsoever. I expected much better customer service for an order costing in excess of £1200. AVOID.