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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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Anonymous
Verified Reviewer
“AVOID AT ALL COSTS AVOID AT ALL COSTS! I'm having awful service from Swoon and have got to the point where I'm tired of chasing customer service and complaints team. Here is a brief breakdown of my experience: Bed ordered in Nov 23 deliver expected 12 weeks (mid January) £1300 bed which we thought we would treat ourselves to from what seemed a high end company. 3 days before delivery date email and text to say delayed. Finally arrived week later and with parts missing and parts faulty. 24/1 – I contacted customer services and emailed with photo’s of all faults as requested. Day later repair arranged by Swoon. 6/2/24 – Homeserve employee turns up with no parts and was told he was just here to put bed together. Could not do anything so left. 6/2/24 rang back Swoon – told can’t do anything until has Homeserve report. 7/2/24 – I again have to chase finally get response and told either new bed (12 weeks) or order parts 2-3 weeks. Given 20% refund at this point but not happy at all. Email sent to me saying parts now going to be 3-4 weeks. 29/2 – I was emailed to say still waiting on tracking update. I emailed back to say seems as though delay email coming next. Received email back saying deadline is still 6/3/24 6/3/24 no parts arrive and no contact from Swoon saying there was going to be a delay. 7/3/24 – I ring to get update and told Swoon will need to chase tracking order, will here back in 24 hours 8/2/24 – not heard anything so I call back – still no update. 11/2/24 – I have to chase again as no contact from Swoon – told still no tracking order and needs to be escalated. 12/2/24 – Still having to chase and told should be dispatched this week and will be given tracking number. I asked to be called by one of CEO’s as at a point now where had enough. Told will have update by end of day. – No contact made from Swoon. 13/2/24 – Have to chase again. Still no tracking number and can not give me idea of when I will get parts. Asked once dispatched will it be next day delivery told not sure would have to ask supplier. 14/2/24 – still no update so had to chase again. Told by John that parts will be shipped tomorrow as just spoken to supplier. I asked what service will they use so I know how long delivery will take. He didn’t know and when asked why that hasn’t been asked just keep getting told our supplier sorts this, not our process etc etc. Me and my wife have now been sleeping on a mattress on the floor for the last 8 weeks and still non the wiser as to when the parts will arrive.”
Helpful Report
Posted 1 month ago
Anonymous
Verified Reviewer
“I ordered a vanity table but then changed my mind and cancelled it before it had been dispatched. I was advised that this was no problem and that I would recieve a refund in 5-10 days. It has been 7 weeks and despite regular assurances that it has been processed I have yet to receive any refund.”
Helpful Report
Posted 1 month ago
Anonymous
Verified Reviewer
“I have already reviewed the appalling customer service with regards to the delivery of this sofa. We’ve now had this product 2 years. It is a sofa bed that cost £2000. Is it worth the investment!? Not even a fraction of it! The cushion on the sofa is lumpy, bumpy, saggy and totally uncomfortable. It hasn’t had any excessive usage, has been turned, plumped, you name it. The sofa bed mattress is so uncomfortable that regular guests (including my poor dad, who we invested in a ‘good’ sofa bed for’ request to sleep on the airbed instead!!) I wrote to customer services. They sent out someone to assess for manufacturing defects, which I told them they wouldn’t find as it isn’t a manufacturing issue but a quality issue. LO and behold, nothing was found, and as I’ve now had the sofa A WHOLE TWO YEARS nothing can be done. I could cry. We aren’t made of money, this was an investment so my dad could be comfy. It is the absolute worst investment I’ve ever made in my life and I am appalled with the product and the company. Guests this weekend spent one night on Swoon’s sofa bed, and opted for a mattress topper on the floor instead of sleeping on it again. Swoon still refuse to take this further. Go to ikea, it’s better all round 👍🏻”
Helpful Report
Posted 1 month ago
Anonymous
Verified Reviewer
“TERRIBLE COMPANY!!!! Avoid at all costs, save your money and stress levels, furniture damaged, then faulty, then they don't refund your money when they say they will. Wish I'd never ordered from them!”
Helpful Report
Posted 2 months ago
RN
Verified Reviewer
“Ordered a TV stand from Swoon and I'm sure the website said "10 or more in stock". The confirmation email then said delivery would be in 3 months' time. Fair enough, I was willing to wait. For those 3 months, there was no update from Swoon on my order. I began to wonder if it was ever even placed. Until one day I got a text message from Rhenus, their 3rd-party delivery company. I booked a delivery slot, stayed at home for their arrival – and they never arrived. No one contacted me, I had to get on the phone to Rhenus and Swoon to tell them they hadn't delivered my item. A new delivery slot got booked. Then, on the day, that delivery slot gets changed at short notice by Rhenus – but does eventually arrive. I have no idea where Swoon store their goods but their packaging smells of urine/vomit. Honestly – it's as though the furniture is left in a warehouse that's rotting away. (I've ordered two items from them now and they've both smelt like this.) Opened up the box, which was overpacked with styrofoam and cardboard. Maybe that's a good sign, to really protect the furniture? Nope. When I got the TV unit out, one corner of it was cracked. When I touched it, a big chunk of wood fell off. I looked closer and it's really obvious this damage occurred before the unit was boxed up and shipped. Someone stuck the piece of wood back on, hoping no one else would notice. Or maybe someone else rejected this item and Swoon palmed it off to me? Having seen how hard it is to return anything or get a refund from Swoon, I'm not going to bother. The damage is at the back of the unit and I can just about live with it. But I won't be buying from Swoon again. They're unreliable and their quality is poor. Wish I'd seen these reviews before purchasing.”
Helpful Report
Posted 8 months ago
Emily H
Verified Reviewer
“Where to begin? Think VERY carefully before parting with your money to buy something from Swoon. I ordered a sofa for my new home. When it arrived, only two of the three parts were delivered. One of these was damaged. Of course, I set about trying to resolve this, and here’s where it went rapidly downhill. After initially being told the third part of my sofa was out for delivery, it quickly changed to it was lost. How someone loses a large section of a sofa is beyond me, it’s staggering incompetence, but that’s by the by. The sofa I ordered is still available on their website, but this is where you have to watch out. It is important to note I had ordered my sofa from the Speedy Design section, not made to order. By the time I started my complaint, there was no other stock of the specific item I ordered in Speedy Design after my delivery. However, Swoon are still selling the EXACT same sofa on their made to order section. The resolution options I was offered was a full refund, or I could choose a replacement item, but only from the Speedy Design section. Wanting the specific sofa I had taken time to choose, I asked to have a replacement sofa ordered from made to order and sent to me. A like for like product replacement. After much to-ing and fro-ing, Swoon are outright refusing to do this. They say it is impossible, impossible they tell me, because the two items, despite being physically identical, cannot be replaced one for the other as they have different product codes. Irrespective that the item is the exact same physical creation, because the codes are different, they are completely and utterly unable to replace my Speedy Design with a made to order. I finally accepted this and perused the items available on Speedy Design, and found a second choice sofa which would do to replace my 2/3 of a sofa I currently have. And guess what… Swoon are refusing to honour this option as my second choice is a few hundred pounds more expensive than the initial sofa I ordered, and they won’t make up the price differential. This is where we are at: I have moved into a new home, I have had no usable sofa for three weeks now, due to Swoon’s incompetence (again, how is it possible to lose one third of a sofa?), and Swoon’s customer service are slow, inflexible and quite frankly clearly only care about saving their money over their customer service. It’s appalling. I have agreed to their conditions of swapping my 2/3 of a sofa for a Speedy Design replacement, and all of a sudden there is a price limitation on this? So unless you want 2/3 of a sofa, I’d really recommend steering well clear of Swoon at all costs.”
Helpful Report
Posted 8 months ago
Rachel Johnson
Verified Reviewer
“I bought a desk from Swoon. Nearly 6 months later the desk collapsed after a desk lamp was placed on the desk. Customer service dismissed my complaint saying that the desk had been misused! Do not touch this company - I wish I had read the reviews before buying.”
Helpful Report
Posted 10 months ago
Anonymous
Unverified Reviewer
“Damaged item, difficult to get a refund Delivered a damaged item, cracked marble table, clearly damaged. I informed them and sent photos. They then asked if I would accept a 50% refund for the table. The table is unusable, it's a joke that someone would want the table for 50% off. They cited their carbon footprint and environmental reasons for asking you to keep the item. When I said I want a full refund they told me that they would collect the item, so they are not that bothered about their carbon footprint! They are going to collect the item and put it in a skip! It gets better. I told them the address to collect the item from, and have staying all day for the collection to take place. Just had a call from DPD, they have been sent to the wrong address! They did not read my email. So now I have to stay in again for another collection. And they have further increased their carbon footprint by sending a driver to a wrong address. Incompetent, useless, no common sense, underhand tactics to try and dodge giving refunds. I'm not happy and will never use you again.”
Helpful Report
Posted 11 months ago
Anonymous
Unverified Reviewer
“Avoid Avoid Avoid Cheap furniture that breaks me awful customer service. Please save yourself the headache and shop with someone else.”
Helpful Report
Posted 1 year ago
No Chair, No Refund, No Hope!
Verified Reviewer
“Do not be fooled by the pretty items on the website. Swoon will take your time, sanity and, most importantly, your money. Weeks after the event I am still waiting for a refund for a chair that they have lost. In total I waited in for four separate days for the wrong chair to be delivered and then taken away. An armchair is not a small item to store in any house! Customer service keep telling me different stories about my refund but the end result is that I still don’t have it! AVOID this company!”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“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.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“This company is a shambles from top to bottom. No systems, processes, customer service, quality control, standards blah blah blah. Ordered a shelving unit back in the spring and it never appeared. I had to chase them to find out what was going on. They'd never have picked it up themselves. They'd let me order when they had no stock. Money back or wait for the next batch in August with a small discount. I decided to wait for a new one. More fool me: the goods arrive and what a mess. Scratches all over the wood, bent metal frame and complete misalignment of the screw holes. Utterly useless. Offered me a return or modest discount to keep it. It was so useless there was no way I was keeping it: even if I could tolerate the scratches and gouges, it'd need screwing directly into the wood to hold it together, risking it splintering and there'd be no comeback after that. Shabby goods at a still-expensive price for what it was. They can't have any quality control: it was well enough packed so somebody must've thought it was ok to ship out that sort of drivel. They then missed that I asked for a refund and asked me again what I wanted two weeks later. They said they actioned it but the funds never appeared. Chased it. "We're checking with our finance dept, nothing we can do". Nothing for two months, way beyond what the regulations allow. They ignored my last email. Just like the stock issue, do you think they'd have resolved the refund on their own without me chasing? No chance. Had to write a letter to their head office to get it sorted. Oh, and I got a 20%-off voucher...to buy more of their rubbish. Have a day off. Seriously, avoid. They look like nice designs etc but expensive, dismal quality and even more dismal 'service'. This company deserves to go out of business.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“Cabinet arrived with door that doesn’t close and out of alignment. Called and emailed countless times and still waiting for a resolution. Really poor customer service. Wouldn’t buy or recommend them at all!”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Worst experience with a company (let alone one that's supposedly 'premium') - do not buy with this company. Summary of issues: - I bough bed that's supposedly made "hand-crafted one at a time" at the start of February and then waited 3 months for this to be delivered (I accepted the wait time based on a recommendation from a friend) - Upon delivery of the bed, I found: The rattan headboard was very stretched, bulging in many areas and loose / flapping about The foot of the bed had broken screw threads, a big split in the wood around the threads, and deep scratches along the panel of footpiece The poorly designed instructions were torn and scrunched up in a poorly packed hardware bag, with bolts that looked like they were already used Metal hardware on the bed was chipped and dirty (looking as though they have had dirty water spilt on them) - I raised this with Swoon and was given a discount with the recommendation that Homeserve would be able to fix the issue. - I explained that I would only accept this if the bed was restored to look and function as new. Swoon confirmed this. - I then had to wait for a whole month for them to come and look at the bed. Meanwhile, I had been sleeping on my floor since February and was then expected to put up with a very large unassembled bed in my flat for four weeks - Having taken a day off work to be available for the technician, the appointment was cancelled an hour before they were supposed to arrive. - I then had to arrange another day off work the following week to accommodate Swoon's repair service - When the technician arrived the following week, upon viewing the bed, he immediately stated that this bed was in fact unfixable and not fit for purpose. He explained that not only was the worn/stretched headboard not something that can be fixed (due to the way it's manufactured), but the bigger issue is that the footpiece of the bed is structurally unsound (due to the split in the wood) and thus it cannot function as a working bed. - Two weeks after that appointment, I am now still stuck with a large unassembled bed in my flat and still sleeping on the floor - I received no follow up from Swoon, so had to chase this up - it's now been 5 months since they've held my money, but I've been without a bed - They have said they will give me a 30% partial refund for an exchange (that would arrive in November) or they will give me 80% off to keep the broken bed as it is (despite the technician declaring it structurally unsound). Absolutely no quality assurance of their products and no real attempt to resolve the issue. Unbelievable...”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“I ordered a few pieces of furniture from Swoon, and with the exception of one of the items, I had problems with everything else. I have probably made in excess of 25 phone calls to the customer service team trying to sort out deliveries and after 12 weeks, I have been informed that the final 2 pieces that I am waiting for (2 x chairs which match the sofa that I ordered and the fabric has now been discontinued) have been cancelled. The customer service team are always polite but nothing seems to get done. They work from home and correspond with other members of their team via email. It is never possible to speak to a more senior member of staff as that is not their policy and is therefore, very frustrating. The quality of some of the furniture is very poor too. Avoid at all costs!”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Poor quality goods (two faulty sofas). Damage to a piece of my furniture by their couriers (Rhenus). Poor customer service and complaints procedure. Issue still not dealt with”
Helpful Report
Posted 1 year ago
Kimberley
Unverified Reviewer
“I received 2 bedside tables and the quality is really really bad. It is broken on every corner and dented etc. I had been really looking forward to receiving as it looked just lovely online having searched online for weeks for what I wanted. I also have a bed on order which I will now cancel. I can't wait until July to only find that to be bad quality too.”
Swoon Editions 1 star review on 29th May 2022 Swoon Editions 1 star review on 29th May 2022 Swoon Editions 1 star review on 29th May 2022 Swoon Editions 1 star review on 29th May 2022
Helpful Report
Posted 1 year ago
Sara
Verified Reviewer
“The 6 months wait wasn’t worth it. Bought the Hermes sideboard from Swoon 6 months ago. It looked gorgeous with marble and gold details. It first arrived with a broken corner at the top, badly fitted doors and broken lock. We were offered 25% off to keep it, and then up to 50% off to still keep it but we would prefer a non damaged furniture considering this would be a central piece in the room. Low and behold, the replacement comes with the same broken area, but in an even worst state. It’s a pity as their pieces look gorgeous”
Swoon Editions 1 star review on 14th May 2022 Swoon Editions 1 star review on 14th May 2022 Swoon Editions 1 star review on 14th May 2022
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Waited 2 months for item. On the morning of the scheduled delivery we were told the delivery had been cancelled with no reason why. 2 weeks later and we are still waiting for someone to contact us.”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Appalling quality (faulty to the point of being dangerous) and defensive customer service when it goes wrong. I wish I’d read these reviews. I’m so disappointed - their social media is so deceptive. Please don’t bother.”
Helpful Report
Posted 2 years ago
Swoon Editions is rated 1.2 based on 184 reviews
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