Swoon Editions

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.

I would give this 0 if I could!! Edit: 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. ——————————————————————- 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. Go to ikea, it’s better all round

If there was a minus star rating, Swoon would get it. I placed an order on 1st May for a chest of drawers and 2 matching bedside tables. Not cheap, but I had read many reviews on the quality so I was happy to pay a premium price for a premium product, and wait until the estimated delivery window of September. September comes and one of the bedside tables was delivered by DPD, wonderful and no problems there. I called up Swoon to find out the location of the second table and after a week or so of going back and forth (where I had to chase everyday, no proactive comms were received), I find out that DPD have simply 'lost' it and now I will have to wait until November at which time the next lot of stock would be due. To be transparent, at this point they gave me a small percentage discount for my troubles. November has come and gone, I called Swoon today to find out the status of my order and they told me that DPD has again 'lost' my replacement bedside table and I will have to wait until April for the next batch. So now I will be waiting A YEAR to receive my full order. Also to note - again no proactive comms from Swoon, they have the information that the table hasn't been delivered but do nothing to let me know and force me to continually chase for answers. Today, Swoon have declined to give me any compensation or discount for the severely delayed order, and I have to wait until April at which point the aftercare team will make me a gesture of good will. I'm not feeling a single ounce of good will towards Swoon, they have taken 0 accountability and have dealt with this appallingly. To make matter worse, when the chest of drawers was delivered, Rhenus (another delivery partner) damaged many parts of paintwork on the landing, the stairs and the bannisters, all of which I took photos of and have gone back and forth with the Swoon customer care team, to find that Rhenus has rejected my claim, even after Swoon apologised and guaranteed that I would get compensation when I rang them 5 minutes after Rhenus left. So now I am here - over 7 months since day of order being placed. Minus one bedside table, plus a damaged hallway, and a lot of headache of me chasing and chasing for updates. I will never shop at Swoon again, I will never recommend it to family and friends, and I hope other shoppers think twice before parting with their hard earned cash. I'm going to pepper this review in as many places as I can so everyone is aware of what a sham of a company this is.

They delivered the wrong chair on the second day that I had waited in for their delivery company. I then waited in for two more separate days for them to take away the incorrect chair. My actual chair is nowhere to be found and my refund seems to be just as lost. I keep getting slightly different stories about where my refund is but the end result is Swoon have had my money for 12 weeks and I have nothing except hope that at some point they will finally issue the refund due to me.

Extremley Poor quality , do not waste your money when you can get better quality at IKEA for a fraction of their over inflated prices. My chair arrived dumped on my living room floor in a box which was probably a sign of things to come. The fabric used seemed nice but the fact that you can see the staples used to tack it to the frame is not what I expected. Due to the legs, that you screw in yourself, wobbling so much I had to take a closer look at the frame of the chair to see why. I discovered that what you actually get is a poorly constructed frame made from chipboard, poor quality softwood pine and cardboard....yes cardboard! ABSOLUTE RUBBISH. The reason for wobbling legs was a split in cross frame where the legs screw into. My chair is not even a week old, I'm guessing that there is definitely no Quantity Control at Swoon. Please don't be fooled by the lovely online photos it's nothing like the product you receive.

This is a bit of a saga about Swoon's unbelievably bad service and product quality but stick with it, you may enjoy it more than we have. It is now the 9th July and we have just had to turn away the delivery of a simple cabinet, a box with two doors and four legs, that we purchased from Swoon on 5th January. That's right, over six months ago. We were told that the item would be delivered in March, but this was delayed until the middle of May. An annoying start and already a two-month delay. The fun really started, however, when Swoon's delivery partner tried and failed to deliver the item to us on 24th May. That was over six weeks ago. They could not deliver it because we live on a fairly narrow road, though this had not been a problem for any other company delivering to our house for the past seven years. Their website has no means of leaving any comment to this effect though so they rely on failing on the first delivery attempt. It turned out we required a small van. Here the system completely broke down. First I tried booking this directly with the delivery partner but it just didn't turn up. After the first webchat communication their webchat service has been unavailable ever since and they do not answer the phone or respond to emails so I asked Swoon to contact them. Their delivery partner rang me and we agreed another delivery for the 17th June, but in their wisdom managed to instead book it for 12th June when we were 100 miles away. Because they do not respond to communication we were unable to prevent the delivery driver turning up and I had to turn him away on the phone. Following this Swoon tried again to book a delivery and promised it would arrive on 21st June. Yet again, nothing turned up. I phoned Swoon and their customer services person told me that there was a 'block' on the item, but that she had removed this and we could now book another date. As we were going on holiday for 2 weeks I asked that she book a date for the second week of July when we were back, but instead she booked a date for 29th June to stop their delivery partner sending the item back to Swoon. I accepted on the understanding that she would deal with rearranging this as I did not want to have to spend my holiday going back and forth between these two companies. The 29th rolled round and naturally a van turned up at our house because Swoon had forgotten to rearrange the delivery. The second half of my holiday was consequently punctuated by increasingly frustrated emails to Swoon and more time spent on hold with their delivery partner, who never answered the phone. Eventually I decided to write a poor review of the delivery partner on TrustPilot and, miraculously, within ten minutes their complaints department telephoned me to sort out my problem. They informed me that the small van delivery I had been seeking for five weeks only comes to our area on a Tuesday. Other days are not an option. I find this unbelievable in the twenty-first century when at least a large proportion, if not the majority, of households do not include someone who sits at home all day. However, as they 'did not know what to do' about the fact that both of us work so I asked that the item be delivered before 8 or after 6 so that one of us would be at home. I asked them to text me to confirm that this was arranged as, still being on holiday, I didn't want to spend any more time on the phone to a delivery company. I didn't get any text. Today came along and I get a message from the delivery partner, cheerily telling me that the item will be delivered between 13:30 and 15:30, right when I said it couldn't. Luckily one of us was at home due to illness so they were able to let the delivery drivers in. The delivery drivers were very helpful and began unpacking the item that we had waited six months for, and for which I had spent hours and hours on the phone and writing emails over the past six weeks to simply have brought to our house when we were in. They hadn't got very far when a crack through the carcass was discovered. The crack is not a result of poor packing or of the item going round and round in a truck. It is simply badly made. Two pieces of MDF have been mitred together and pinned, a weak joint that has cracked open before the cabinet was taken out of the packing. It also looks pretty shoddily finished for a piece of furniture that cost £400. So the item was sent away with the delivery drivers and I have been informed by Swoon that the next delivery of these pieces of rubbish will arrive in the country on 10th September. They can't replace it before then. As their last projected delivery was two months out and it took a further two months to get the item to us we have decided to cut our losses and cancel the order. Take this as a warning and save yourself the trouble, do NOT order anything from Swoon!

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."

So pleased I discovered this site, fantastic furniture and realistic prices - also lovely to deal with if you have an issue, customer support team have been fab!

Terrible customer service and courier company. Between them they have lost my returned chair and now will not issue a refund.

Bought the perfect console from Swoon that I had been searching for ages. Wonderful collection of furniture. Staff very helpful and friendly. Excellent service and products. Would definitely buy again.

I ordered 2 sofas and various other bits of furniture from this company in 2015 and have just reordered as was so impressed. The prices are extremely good value for furniture that is well made out of timber, not MDF. The communication was good and the delivery lead in time a little long, but no expectation of earlier delivery was given so very honest.