I would not even give Swoon 0* if I had the choice. I ordered a sofa for £2.5k in July. In September I got an email saying that my sofa was ready for delivery. I then called multiple times for over a week before they told me that they'd LOST IT!! Quite how you lose a four seater velvet sofa is beyond me. I was offered 15% as compensation if I reordered, even though I could have cancelled and reordered online with a 20% discount. They also told me it would take another 10 weeks to deliver the sofa. I asked for a more appropriate compensation and also an expedited delivery. Eventually after hours of phone calls and pushing I was told that I would be entitled to 35%. However, this was NEVER formalised and eventually it was rescinded. Swoon said they could offer a maximum of £500 off and 10 weeks delivery - the same as the 20% off offer available to all customers on the website and the same delivery time. So in essence, Swoon offered me nothing at all to encourage me to reorder with them, or to compensate the almost three month delay to my sofa delivery. The ladies in customer services in Newcastle have been as helpful as they can be, however despite being customer facing, they do not have the power to make decisions, everything has to be referred to head office, meaning everything takes a very long time and is very unclear. I wrote to the Managing Director to see if we could reach a mutually agreeable solution. I really did like the sofa and was very keen to see if I could get it cheaper or sooner. But I didn't even get an acknowledgement. Sadly, after two weeks of trying, I have now cancelled my order but was told that it would take up to 10 days for the money to reach my account. This means that Swoon have had my money for an entire quarter of a year and I have no sofa and not even a £20 gift voucher of compensation. Feeling that I needed some kind of positive outcome from the whole experience, I requested that 'anyone' from head office call me, so that I could deal with a decision maker directly. They did call, but unfortunately I was unavailable. They left a message and sent an email (to the wrong email address) so it never arrived. They didn't try me a second time, so I had to ring again!! Eventually I received an email to be told that, as I had cancelled my order I would not be offered ANY COMPENSATION. I asked the person at Head Office (Amber) to call me back. That was four days ago and I have still heard nothing. This is such appalling customer service and I'm so incredibly disappointed. I'm an interior designer who often recommends sofas. I will now always have to warn any client who wants a Swoon sofa, of my terrible experience. I would still love to hear from Swoon. I would still love to hear their thoughts or explanations, but honestly I do not have any faith or hope.