swooneditions.com

After much chasing and weeks after expected delivery our chair and footstool arrived. It looked beautiful but on closer inspection there were dents and chips in the wood. We decided to ignore and just get on. However a week later after using the chair twice the stitching is coming undone!

Having exactly the same issues as everyone else. Bought and paid for my sofa on the 01.12.19 still no delivery. Every single week for the last 6 weeks I have the same response “we can’t get hold of the courier” “I promise to call you by the end of next week with an update” “you will be contacted in 5 working days to arrange a delivery day” and each time these promises are not filled. Absolutely appalling and would never ever recommend. 4 months later and still no sofa!!!!

I have had two dealings with this company 3 years apart and both times disastrous: delivery problems, damaged goods, mysteriously disappearing orders – and they're quite happy to leave you waiting. I find the quality of what they did deliver leaves much to be desired. In short, not worth the waiting, the ping-ponging emails, and the anticipation – as all the reviews below can attest. Proceed at your peril.

It's been almost 6 months since I ordered and paid for a coffee table. In that time I could have trained, become an artisan and made my own. Customer service only respond when you chase them. The brand is all messed up. It looks pretty but you've got to get the basics right before you promote yourselves in this way. Still waiting...

Loved the sofa when it first arrived, but seven months on it looks as though we have owned it for ten years. Use of poor materials mean the sofa cushions are constantly saggy, with deep impressions left in the cushions which refuse to pump up. A real bug bear of mine, to save costs the seat cushions are only lined on one side, so can’t be reversed to help avoid this problem. Sofa cost £1000 and I reckon will need replacing in a couple of years. I would recommend shopping around and going for a company with higher quality standards at the same price.

I don't even know where to begin with this review .... maybe that rating my experience one star is too generous for the mess, anxiety and frustration Swoon has caused over the last six months. Please - avoid Swoon at all costs, for your own sanity. My partner and I recently bought our first house and moved in at the beginning of 2020. We're young professionals and didn't have a huge budget for furnishing an entire home. Swoon seemed to tick all the boxes - reasonably priced, stylish, and the Trustpilot reviews seemed better than average. We knew the wait times were long, but figured it was worth it for good quality, decently priced furniture. WRONG. Nothing is worth the experience we've had with Swoon. We ordered a number of items, including a sofa, dining room table, TV unit, armchair, footstool and nest of side tables. The sofa arrived in March and we instantly sent it straight back - it was completely different to the image on the website and the quality was terrible. (We ended up replacing it with a sofa from Loaf which cost the same price and is worlds apart in terms of quality and comfort.) The second thing to arrive was the dining room table, which we were very happy with. The TV unit took almost 5 months to arrive, but when it came we were happy with this also. Their hard wood furniture seems to be well made and stylish - if you don't mind the wait time! The armchair finally arrived in mid-April after being ordered beginning of February. And this is when things started to go off the rails. We ordered it with dark coloured legs, but it arrived with light coloured legs. We called Swoon the day it arrived, and were promised the legs would be sent out the following week. Annoying, but at least they seemed to respond quickly. Fast forward to July and the legs still hadn't arrived. We have called Swoon every week for the last four months and no one can give us an answer about why they can't just send a replacement pair of legs. The Customer Service team are polite but clueless. Often they tell us one thing (like the legs have arrived in the warehouse) and when we call back the following week we're told that that information was a mistake. I can't count the amount of times I've asked for our issue to be passed on to head office. No one has ever followed up with us. We're at at our wits end. I know a pair of legs for a chair sounds a silly thing to get so worked up over, but its a matter on principle. The chair that arrived is not the one we ordered, and we were not going to just give up and settle for something else that doesn't match any of the other furniture in our house - especially when it cost £415! Eventually, however, we decided to return the chair. After giving Swoon almost five months to fix the problem, we were completely fed up. If they couldn't give us the chair we ordered, we thought, we'll send it back. We sent the chair back at the end of July. The problem is now trying to get our money back. We still haven't been given our refund despite, it being promised within 10 days. When we last spoke to Customer Services they said the Finance Team were coming back with odd/silly questions, confused about which item they were suppose to be refunding. My gut feeling is that they're experiencing cash flow issues and that keeping our money hostage is intentional. The whole company seems to be an utter shambles. No one knows what's going on. Its like the blind leading the blind. Every time we speak to Customer Service, they don't know what's going on or why things are taking so long. There is no communication between departments - and if there is, they often seem to tell each other the wrong information. I'm so angry and frustrated about the way we've been treated by Swoon. We tell all our friends and family - and anyone else who will listen! - that shopping at Swoon has been THE WORST online retail experience we've ever encountered. Avoid it at all costs. Don't be lured in by their stylist furniture, flash sales or discounts. It is not worth the money, time and hassle. You won't get what you paid for, and could spend almost half a year fighting for things to be rectified, like we have.

I paid for a Swoon media unit back in March and was promised a June delivery. June came and went without any update from Swoon to let me know my delivery would not be made on time. I have since been told 4 different delivery time lines- not one of them has been met and Swoon have not contacted me once to let me know of further delays! Still awaiting the product despite being told (when I called THEM) i would get a phone call within 2 days time with delivery slot options (this was 5 days ago- still nothing). customer services are totally unapologetic and goodness knows when/if i will receive my media unit i purchased in good faith 6 months ago!

The worst company we’ve ever dealt with, bought in March, delivery due in May.... Delayed to June and then August (we gave them plenty of time there is a pandemic after all). But the order is now delayed until November and we’ve had no contact from them once, we only get updated when we start chasing. They have been sat on my money for 6 months now and I have no faith they are going to deliver this item...

Second reveiw I have wrote as per most of other swoon customers I am again being fobbed off with another load of excuses as to why I have not received my cabinet. Surely something can be done about this company which keeps giving people excuses and disrupting their lives. I do not understand how the customer service team can sleep at night knowing that they have to permanently lie to people DISCUSTING, I bet they don't buy anything from swoon. I Also wished I had read and took notice of reveiws do not buy anything from this company they have already took enough of peoples money obviously to keep themselves afloat at the cost of hard working people

Unfortunately I can't give lower than 1 star. I ordered my 2nd piece of Swoon furniture only because it stated delivery within 3 weeks as already in warehouse (July 14th ordered) - each time I chase the delivery gets later & I never receive correct info - now due mid November. They blame COVID but the same thing happened previously (kitchen table took 6 months) so this is just an excuse they now use for their poor service. Swoon take your money and then sit on it for a number of months without delivery as promised. I will never order furniture from them again. Awful.

This company quite possibly offers the worst customer service I have ever experienced. I ordered and paid for a TV unit from them in January with an expected delivery date of April. This date came and went with no news so I contacted them to be told that the unit would just be another couple of weeks as it was now in the warehouse undergoing quality checks. Nearly 3 weeks has passed so I emailed yesterday to ascertain where my TV unit was. I received a reply this morning to say there was a further delay and it would be a couple more weeks until delivery. I have Now just received a further update email from them to say they are very sorry but the batch allocation was wrong and my TV unit will now not be delivered until September?! I will be asking for a full refund as I do not trust this company to deliver the goods. Awful customer service. Avoid at all cost!

Ordered a bookshelf in early April. After being delayed time and time again, it finally arrived in August. Despite the order page saying no assembly required, we had to put it together ourselves, only to find that this (very heavy) book shelf leans forward significantly, and is an enormous tipping hazard. No wall fixings were shipped with the product. Not even mentioning that every product we have received from Swoon has had minor damage. AVOID AT ALL COSTS.

ABSOLUTELY THE WORST COMPANY Never buy from them!, I ordered a sofa back in February. They sent the two seater section but not the chaise corner piece. We are now in June and I am still waiting. Emailed endless times and all I get is they are working hard to find the missing section. I personally think they should reorder and I should receive a COMPLETE new sofa. My family have to sit on the floor as there isn’t enough room for us all. Disappointed is an understatement. They also send generic emails so you don’t really get a straight answer. Good luck if you order from them!

I purchased a large order of furniture in early Sept and two of my items were cracked in half. The Reyna, which is the largest and most expensive chest of drawers, came completely cracked on the top and the side. I cannot use 3 of the drawers on the right hand side. One of the 4x chairs we ordered has also been cracked in half upon arrival. I have called and message Swoon COUNTLESS times, and I keep getting message after message saying they are looking into it. They have offered me replacements, which who knows when they will come in- but what about some refund or compensation for the inconvenience whilst I have to wait for another few months? A few weeks ago someone told me they would put in a request for another 20% off the chest of drawers and refund the delivery, still have no update. I was also told for the chair cracked in half, they would offer me 30% off to keep it. 30% off for a chair that can't even stand up? No thanks. Still waiting for an update from two days ago where I asked a manager to call me and STILL no reply....

DON'T BUY WITH THIS COMPANY DON'T BUY WITH THIS COMPANY We bought a sofa on the 6th of February, the promised lead time was between 5 to 7 weeks ... The sofa arrived 2 months late, without legs and damaged. The bottom of both sofa parts was ripped. Some areas look like they have been burnt. The top of the headrest was also damaged and visible - looks like either stitching was done poorly or it was burnt again, not sure but it was awful! We are now the 7th of July and we still don't have the legs of our sofa, it has been another 2 months !!!!! We have been promised weeks ago that they have been ordered but nothing arrived. This company is completely unprofessional and I highly dissuade to order with them. It's not worth the headache!

Ordered TV unit in March for delivery in July. then received email to inform me that delivery would now be September. Not happy so they offer me 10% refund which I accepted. September comes and I hear nothing so I CHASE THEM - should be other way round- to be informed (once they found my order) that delivery is now ‘expected in October’. They have had my money for 7 months now with no goods to show for it. I suspect this item will never materialise and they just hold on your money until you get so fed up you cancel the order. Customer Services are useless and yiu never deal with the same individual so your case is bounced around from person to person. Absolutely awful company - do not order from them ever.

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."

We ordered a sofa in November 2018, were told it takes 8 weeks for it to be made. It's now nearly 10 weeks, and the worse thing is their customer service is very disappointing because all we received was an email saying they are checking with their warehouse where our sofa is, and that was a week ago. They haven't even replied to our other emails, and it is very hard contacting them by phone. I wish I had read all these negative reviews and avoided ordering from them in the first place. I can only hope our sofa arrives and it does so without further problems. Definitely no trust for this company.

awaiting refund since august 2019 constantly being told they are dealing with it

I ordered a console table a year ago. Today a coffee table was delivered to me- the THIRD time this has happened after Swoon has told me each time how sorry they are and how they will sort it out. Customer service people actually very nice but never come across such breathtaking incompetence.