I needed a new filter for my Swan iron - never having replaced it! Unfortunately my particular model was obsolete by the time I tried to buy a filter. Courtney was so helpful and courteous in explaining the situation sending me a full and comprehensive reply for which I was most thankful.

Ordered a fridge on a Tuesday morning, paid a surcharge for next day delivery, now Saturday still no sign of my fridge. No easy way to contact Swan or their courier company to find anything out. Managed to leave a message at Swan only for an automated response saying they will try to respond within 7 working days! Ridiculous!! Trying to canc del my order and that is not easy either. Based on my experience I would recommend that you use another company rather than this one as their level of customer service is non existent.

I bought a Swan matching Kettle, Microwave, Kitchen Roll Stand and Mug Stand from Tesco. The kettle blue light went off soon after I got it. Then the kettle didn't always knock itself off. Then the silver started flaking off the lid. Now it's completely packed in. The microwave started making a beeping when it wasn't being used. I have to switch it off at the wall when not using it. It was waking me up through the night. This Swan product is absolute garbage. I now have to go out and buy a new non-matching kettle. Buy Swan products at your risk. Cheap rubbish.

Carlie very helpful, thank you!

I ordered a kettle, toaster and microwave. They all arrived scratched so I returned them and was sent replacement items. Once again the replacement items were all scratched so I sent them back for a refund. I returned the items on 25th May and I am still waiting for my refund after chasing multiple times. I was told on 10th June that I would receive my refund in 5-10 working days however I still haven't received it. I have tried chasing but my emails are now being ignored. Avoid at all costs!!! UPDATE: In response to your message Keith, funnily enough I had someone called Kai contact me on Friday after I left my review. Perhaps with better customer service you might not be so disappointed.

This issue has been going on for around 7 weeks.. I received a faulty item. I asked to return this (which of course they take weeks to reply) since they don't provide returns lables in the box or have a returns online system this means you have to wait for their email. They asked me to take a lot of photos of the item and cut the kettle cord (baring in mind I already took a actual video and photos of the faulty item and can clearly see from the video it is faulty) anyway I did as they said after they gave me the information for a refund and it took them another week and a half to respond again. They said they'll replace said item at first even after mentioning several times in the previous emails for a refund. I wanted a refund since I had to buy elsewhere as a household can't go without a kettle. They finally agreed to a refund after the 6th week after contacting the instagram team as well. After all this was their own fault! However, this hasnt been refunded yet 7 weeks no refund!! I'd also like to note that the item was sent in a box for a desk fan when I did not order a fan which is strange and makes me belive they're flogging off other returns. Anyway it's been 7 weeks the money is gone and I haven't been refunded. I will probably need to contact my bank at this rate if this isn't refunded in the next week. I have all the proof on videos, emails etc and will ensure they do not get away with taking my money. I do think they do this on purpose. I can imagine by making it difficult and lengthy so people won't bother. It is unbelievable how such a big company have been incredibly unhelpful and deliberately doing everything in their power to not refund a customer who got send a faulty item. I would not recommend purchasing directly from their website. I feel this this hasn't been a genuine service and had made me feel I cannot trust this brand in the future. This has been a horrible experience so far coming from someone working class and needs the money back, it isn't nice as my money is gone with no working product. I did everything they asked in the emails cutting the cord etc all when they are at fault for sending a broken kettle. I'd imagine most brands wouldn't ruin their reputation like this and would've sent a refund straight away. After all it is a breach of the sales of good act. I will not stop emailing and commenting until my refund is complete. I have been very polite and waited a long time for nearly 2 months and now I am requesting a refund to be done ASAP.

Poor customer service, I had to email & chase 3 times before going back to AO.com to complain no one from swan was coming back to me They send you on a wild goose (swan) chase The emails are generic , robotic and not helpful I still don’t know if I am getting a new cooler They haven’t answered my original query about the product light & how to replace I won’t be buying Swan again -that I am certain of Steer clear if I were you !!!

I needed a kettle replaced as the one I had ordered had been damaged in transit. I contacted customer services who agreed to replace it straight away. Service was exemplary from Diane.

Delivered wrong item, no customer helpline so had to wait 8 days for email response. Already had to buy from elsewhere as was replacing broken item. Will never buy from them again absolutely disgusting customer service!!!

I had a query about my swan account and Holly was very helpful and profesional. More than happy with the service.

I have been a repeat customer with Swan spending over £500 on various household products. In November I purchased the Alexa Smart Kettle, which has since become faulty and has caused scalds to myself and my partner due to leaking boiling water. I emailed Swan Customer Service 14 days ago, and have reached out on social media and have still not received a response, despite the automated reply telling me they would be in touch within 3-5 working days. I cannot afford to go and purchase a replacement, nor can I be without a kettle - having a newborn baby at home. Unfortunately, this experience has put me off spending any more of my money with Swan in the future.

Wish I went with another brand. Customer service is awful. Left me in the dust thinking they were going to send a replacement for a month. When I called to check back, it was my fault that I hadn’t gone through Amazon. Even though they had not mentioned I would need to go through Amazon when they answered and started the refund process. Super frustrating how fast the they answered the phones to tell me that it’s basically on me for not going through Amazon even though it was never mentioned by their own customer service agents. My product also arrived broken so there is no overall quality from the product or the business. For anyone else who is struggling to find their phone number since they seem to answer quickly there! (033 220 6050) Edit in response to Keith: I had reached out through email before writing this review and your team's email was equally unhelpful. I expect it will take another 4-5 weeks to hear back to be met with another nonpology

I needed some replacement parts for my Swan fridge. The Service was excellent (thanks Courtney) but the fridge model has been discontinued, and there are no spares available. Not Courtney's fault of course, but disappointing that there is no stock of spares.

Easy to place order and efficient service in processing

Tried returning two fans through the email address provided on the 10th June and 11 days later I still have received no reply. The products are now out of their return window, very disappointing.

Great customer service from Carlie at Swan, my air fryer went wrong and was out of stock for a replacement. She helped to find a replacement.

I was instructed by Kai to go through the replacement procedure over a month ago and still no replacement or response received. The replacement procedure involves cutting of the wire etc so I have been without a coffee machine all this time. Very poor customer experience with reoccurring faults coupled with no after sales service support and no compliance with the Consumer Rights Act.

I love my Swan microwave, and was dismayed when it stopped working. As it was still under their generous guarantee I contacted Swan Customer Services and Phoebe was very helpful. Her communication and updates were good. As a result I now have a replacement. So one more happy customer and great PR. Well done Swan (and Phoebe).

Extremely terrible experience with Swan . I ordered a grey retro stand mixer and it never got delivered as it got lost before delivery. I understand that the parcel being lost is not the company’s fault. However it has been frustrating to communicate with the customer care. I did not receive any adequate response or refund from Swan. With no proper number to contact the customer care it has just been a pain trying to get a refund. It is going almost be a month since I ordered the product. Will never recommend this site to anyone. Highly disappointed by their lack of customer support.

I was given the Swan Retro pack of toaster, microwave and kettle quite some time ago. The stainless steel look on kettle lid peeled off so rang Swan - spoke to Zoe who said she would post a new one - no charge..... and she did!! It arrived - perfect. Such great, friendly service. Don't know why I put off calling for so long. Thanks Zoe - you are a star ⭐