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Swoon Editions Reviews

1.2 Rating 184 Reviews
4 %
of reviewers recommend Swoon Editions
Company Reviews Questions Metrics
1.2
Based on 184 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Over A Month
On-time Delivery
Greater than 9%
Accurate And Undamaged Orders
Greater than 36%
Customer Service
Communication Channels
Telephone, Email, Live Chat
Queries Resolved In
Over A Week
Customer Service
1.2 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better
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Swoon Editions 1 star review on 29th May 2022
Kimberley
Swoon Editions 1 star review on 29th May 2022
Kimberley
Swoon Editions 1 star review on 29th May 2022
Kimberley
Swoon Editions 1 star review on 29th May 2022
Kimberley
Swoon Editions 1 star review on 14th May 2022
Sara
Swoon Editions 1 star review on 14th May 2022
Sara
Swoon Editions 1 star review on 14th May 2022
Sara
28
Anonymous
Anonymous  // 01/01/2019
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Ryan & Sophie
Unverified Reviewer
“Terrible experience so far.. We’re not done yet. I work in the furniture industry and understand how customers can be impatient sometimes and do not always understand the delays caused through production and shipping but I would be absolutely embarrassed if this was my company. Customer experience is shocking and if I was so deep in to the delay I would not continue with this order and do not recommend anyone to use them! We placed the order for our sofa back in April and still haven’t received it. When we made the purchase online we were advised a 6-8 week lead time, the confirmation emailed also stated this. Understood and happy to wait the 8 weeks. At the 7 week mark after zero communication from Swoon we called expecting our delivery to be delivered soon as the 8 weeks was nearly up. We were then surprised to hear we wouldn’t receive it for ANOTHER 4 weeks!! (I am fully aware of the delay in a lot furniture this year, however companies have clearly labelled this on their websites or at least have a decent level of customer service to be able to contact the customer to keep them updated on delays) My options here were a refund or to wait so I explained that I had been waiting so long now that I will wait for the new delivery, but I asked if the company would offer a free delivery in compensation to all of this, to my surprise the answer was a flat no. After a further 3 weeks we again had to call Swoon to chase the delivery (we’re now in late June) we are then told that the product is in the warehouse but delivery had been pushed back to 21st of July and that this date was confirmed for collection by the haulier. At this point I do not believe the product is in the country and have asked for proof in the warehouse and if we can collect using your own transport - again a flat no! So by now we have lost all confidence in the company. Today being the 20th July I have again called the customer service team who have told be the new date is now the 2nd August (the day before the previous expected collection) at this point my patience has gone and have asked to speak with a manager at Swoon who can give me some actual answers as the customer service team clearly are unable to. Surprise surprise.. you can not speak with anyone directly at Swoon - it’s a 3rd party reading from a script. After speaking with John and Liam at the 3rd party customer service call centre for around 45 minutes they have now offered a very minor compensation in comparison for spending 4 months sitting on the floor and again pushing back the delivery several times and a severe lack of communication - all this baring in mind they are trying to tell me that my order is in the warehouse and basically their too busy to deliver it apparently. Communication has been awful, not once have they contacted us to give us any updates, I have always rang them. I’m looking forward to seeing the “we’re sincerely apologise for the delays caused” & “we understand your frustration” scripted replies from Whistle the 3rd party customer service company they use to this review across their platforms If my item is collected as confirmed by the 2nd August and delivered to me that week I will remove these review but in all honesty I’m not confident. Let’s hope the sofa (when it does finally appear) doesn’t turn up damaged after sitting in a warehouse for the past 2 months… After looking through other recent reviews I can see many customers have experienced damages and had to start the process again waiting months for replacement parts or full items. A white glove service would make me feel much more comfortable about the delivery so that any damages can be noted upon delivery however I will not hold my breath and expect a flat no.”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Awful company. Agree with all previous reviewers. Poor customer service especially from Daniel at swoon care.”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“I wish I wish I had read the reviews prior to ordering! Having a terrible experience with Swoon. Just a chain of emails from over 10 different people and no item I’m sad”
Helpful Report
Posted 2 years ago
Sophie
Unverified Reviewer
“By far the WORST experience of my life!! DO NOT USE DO NOT USE!! If I could give 0 starts, I would. I ordered 2 beds, both arrived damaged (one after install, one too damaged to be built). The replacements still hadn't arrived 5 weeks later. After so much chasing, I was then told the replacement (1 bed, not 2 as ordered!) had arrived to the warehouse damaged, and a new one wouldn't be ready until November (7 months after ordering!!). I am buying elsewhere now, but they won't give me my money back until I disassemble the bed (despite them building it in the first place). I live alone, and so can't do this. I am stuck with a broken bed, no way to disassemble it, and they still have my money. A total shambles of a company, NEVER USE!!!”
Helpful Report
Posted 2 years ago
Chloe L
Verified Reviewer
“Low quality and poor craftsmanship. Bought a shoe cabinet, first one came and the door didn’t shut properly. Replacement came damaged. Asked for full refund.”
Swoon Editions 1 star review on 28th June 2021 Swoon Editions 1 star review on 28th June 2021 Swoon Editions 1 star review on 28th June 2021
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“Absolute joke. Ordered a sofa in January and still yet to receive it. Numerous emails, numerous calls. Delivery date has been pushed back multiple times. They simply tell you lies as to where the order is I have zero faith in them AVOID AVOID AVOID AVOID”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Omni-shambles do not use this company… I ordered a dressing table from Swoon in September 2020 and was advised this would take 6 weeks to arrive. Unfortunately I didn’t receive this until late February 2021. With everything going I understood this wasn’t their fault however no one contacted me once during this delay to keep me up to date. The dressing table arrived and it turned out to be faulty despite it going through a ‘10 day quality control’. Swoon sent a technician who couldn’t fix it and so I had to wait until end of April for a replacement. The replacement came however despite being told the old dressing table would be collected, the delivery drivers refused to take this as they had no instruction from swoon as I had been promised. I had to organise this to be collected myself nearly a week later. The second dressing table was also faulty and i now think this quality control team are fictitious. A second technician came out who couldn’t replace it and so I waited for another replacement which turned up In June. The third dressing table turned up and guess what this was also faulty! Swoon offered me £100 compensation for the first faulty delayed dressing table however when the second one also turned up faulty they only offered £25. I cant figure out how this maths works and when I asked how this is fair the response was that it’s a business decision to never offer more than this. I cant seem to get my head round this ridiculous rule!!if this is a rule dont offer it all in one go. Lastly swoon provide a service to upload photos to the technicians, this doesn’t work! When I called the technicians they advised that swoon have been told numerous times this link doesn’t work but they still send it to all their customers. The broken link means more time on the phone. I must have spent hours on the phone to swoon, their technicians and delivery drivers! I would NEVER buy from this company again! Customer service is terrible, quality of the products are horrific, systems they use are broken and the it appears the ‘quality control team’ have been completely made up! Avoid this company at all costs you will find better furniture anywhere else!”
Helpful Report
Posted 2 years ago
Tatiana Popa
Verified Reviewer
“After getting to the point were I couldn't wait any longer I was contacted by the Swoon team with details and my sofa got delivered this morning. The quality is as I expected it to be and I am very happy at this moment with the purchase. Their reaction was unexpected and quick. They sincerely apologised for the lack of details, which I appreciate and would happily turn my feedback into a genuinely happy one. Thank you Swoon team for sorting this out quickly.”
Helpful Report
Posted 2 years ago
Andre
Verified Reviewer
“Ordering and payment were easy. When it came now to delivering Swoon has been awful. Been told three different delivery dates over the past three weeks. If you order from them, add in a few weeks of delays and poor customer service into your shopping experience with Swoon.”
Helpful Report
Posted 2 years ago
Tatiana
Verified Reviewer
“Took the money, and no news from them for long past the delivery date. We ordered a sofa for over £2200 in March and no updates followed on when to expect the order which was due to be delivered by the 31st May 2021. Maybe this is no money for somebody, but it is a lot of money for me and it was a time sensitive order as we are forced to sit on the floor until the sofa is delivered. When, at a later date, I checked their website for the same sofa, it was showing even a shorter delivery period - 6 to 8 weeks. The worst is that there were no reasonable answers from the customer support service. All emails came from different people, with an answer summary as "we will let you know when we have details" OR "your sofa is at the warehouse and you shall wait for the delivery company to contact you". Nothing happened of course as these answers followed repeatedly one another. I am wondering how comes that European companies are able to deliver as promised and in UK everyone keeps warning me that it is not the case. Summarising, if anyone wants to lend money for free to SWOON with no idea what is your order status and be treated as a not clever enough to understand it's not ok, go ahead. I'm tired of this disrespectful treatment and next move is to get my money back.”
Helpful Report
Posted 2 years ago
Sarah P
Verified Reviewer
“Extremely poor quality sofas - avoid purchasing from this company. I purchased the Clement corner sofa from Swoon a few months ago and was not able to use the sofa immediately. Upon inspection, the sofa is extremely lightweight and not made using a solid base. Given it RRP of £2000, this was very disappointing. When we started to use the sofa, it became immediately obvious that the sofa design, construction and materials are extremely shoddy. The issues include: 1. The cushion on the chaise unit overhangs by the chaise base by large margin. This differs to the images on the website and furthermore is a point of failure on the sofa as there are no legs supporting the sofa cushion. 2. The sofa frame is very lightweight and slides when the sofa is sat on, and the chaise base is separate to the main sofa section. Not only is this uncomfortable but it is potentially unsafe for use 3. Back cushions are made of a soft synthetic stuffing which flattens out within days of use and offers no support. Seat cushions are made of a soft foam, contrary to the website description, and sink to one side when sat on. A sofa which offers no support is clearly not fit for purpose. 4. The sofa legs arrived scuffed and one has already bent. When I raised this with Swoon, they sent an "independent" sofa technician from FIRA to inspect the sofa. Upon the visit, the technician stated that the sofa was of very low quality, agreed with the concerns that we had raised, and said that the sofa is not worth the nearly £2000 RRP . In further communications with Swoon they refuse to refund us on the basis of the FIRA's written report which they claimed did not raise any issues with the sofa. Swoon have refused to share the report with me, and are refusing to allow me to return the sofa on the basis that it's not fit for purpose and has already deteriorated after light use over a few months. I have owned sofas from cheaper brands such as Dwell in the past, and am amazed that Swoon can produce a sofa which is so lightweight with cushions offering no support and expect to charge so much for it. in my opinion, the sofa is not even worth £500. The pictures on their website may look good, but their products are very poor quality. Avoid using this company unless you want to spend hours trying to get a refund for something which is not as described and not fit for purpose.”
Helpful Report
Posted 2 years ago
Lesley Hawkins
Verified Reviewer
“Do not order from this company , you will get your items in months and the delays just keep getting pushed out … after 5 months I have had to cancel my entire order and start again .. TRUST me .. don’t order !!!”
Helpful Report
Posted 2 years ago
Toni
Verified Reviewer
“Terrible customer service. I was told that my sofa had been lost at 15 weeks, when it should have been delivered within 10 weeks. People were never honest with what happened and said it was arriving next week each time I phoned. Ended up cancelling the order and I am still awaiting a full refund. The footstool did however arrive and was damaged and really poor quality. Do not order from this company.”
Helpful Report
Posted 2 years ago
Simon Luff
Unverified Reviewer
“Appallingly slow customer service. My order is 6 weeks late and they have not been able to tell me why or when I will receive it. They never call me back with an update when they say they will. Extremely frustrating. Just a complete lack of communication and customer intelligence.”
Helpful Report
Posted 2 years ago
Robert Smith
Unverified Reviewer
“No sign of furniture ordered and paid for over 10 weeks ago. There is no customer helpline. Queries not answered by email”
Helpful Report
Posted 2 years ago
Lis Bradley
Verified Reviewer
“I'm not going to go into it to much, please just read the reviews below, it all happened to me. Just about to make a section 25 claim with my credit card to get my money back. don't order with them”
Helpful Report
Posted 2 years ago
Emma Dooley
Verified Reviewer
“Absolutely appalling service and product quality from Swoon - the replacement sofa finally arrived for the original broken and stained one that arrived in SEPTEMBER. Guess what? The ‘new’ one is also broken and stained. Do not order from here if you want your product delivered on time or in useable condition. We’ve wasted so much time and energy trying to get this resolved. They’ve had our money for 10 months now.”
Swoon Editions 1 star review on 28th April 2021 Swoon Editions 1 star review on 28th April 2021 Swoon Editions 1 star review on 28th April 2021 Swoon Editions 1 star review on 28th April 2021
Helpful Report
Posted 2 years ago
Sabiha Patel
Unverified Reviewer
“Rubbish. Expected delivery date for sofa now moved to 7 MONTHS after I placed the order. Email after email about delay to the delivery. The same automated email every time, no sense of personal customer service even in a phone call and brushed off with a 'very sorry for the inconvenience'. 7 MONTHS for a sofa and I don't actually believe it will even be delivered then. I await another email pushing delivery even further soon. Keep wavering over cancelling but then have to find/order/wait another 12 weeks for a sofa from elsewhere. Just send me my sofa!”
Helpful Report
Posted 2 years ago
Alex R
Unverified Reviewer
“Ordered a sofa through very. As I live in IOM I expected a delay in delivery. They said 10 weeks. It was 5 months. I am so disappointed in the product, it arrived with all the packaging ripped, the under lining is ripped, I can’t even sit on it, it is way to low and the foam seats are awful. £1,700 pounds wasted. Although I still have not paid for it, it is breaking my heart with each payment. Dreadful quality.”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“Awful customer service and delivery times, just push the delivery back time and time again with vague ideas of being contacted in the next 10 working days. My order has been in their uk distribution centre for almost a month and I’m still waiting for delivery. Avoid them at all costs.”
Helpful Report
Posted 3 years ago
Swoon Editions is rated 1.2 based on 184 reviews
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