Spoke with Zoe and she was very Helpful and Efficient, Thank you x

I ordered a vacuum 27th May from Swan which is stuck somewhere at Evri. Who knows where. 2 emails to Swan-no response. No customer service and no vacuum either.

Great service from Carlie at Swan. I have to say that Swan customer service is 1st class. Always answer their queries very promptly and professionally. Thank you Swan .

Purchased my air fryer end of April. One of the drawers wouldn’t catch properly so only one side working. I contacted Swan to let them know and request a replacement. Declan in customer services emailed to say the item is now out of stock therefore a credit would be applied to my account to choose something else. As the item is faulty, I requested a refund. To receive this, Declan then requested I write my name and a code over the front and back with a marker pen and cut the cable off 1cm of the appliance and send photographs of this. This I did 3 weeks ago. Have emailed again to ask where my refund is and has fallen on deaf ears. So, I now no longer have an air fryer and Swan have £99 of my money. This is not good customer service! Have purchased several items from them in the past but won’t be buying anything else from them. Very disappointed.

Allison at customer service was quick and really helpful. Swann are a lovely company to deal with, helpful and eager to sort any issues.

I could not be more upset with the recent customer service I’ve received from Swan. To be clear, I’m angry at the company not the people. I have a retro fridge SR11010RN and the seal on the refrigerator is not working properly. After no responses to my emails (ref. 612861 is the latest), I’ve contacted the number on the website and manual which is a third party supplier and they can’t help me as it’s a “cosmetic issue”. Honestly I wish it was a cosmetic issue, but the fridge is not keeping food cold at all. They said the factory hasn’t provided them with a part which is fair enough but there is no option to contact the factory or anyone else to escalate the issue. The is no trace online of anyone to call. The fridges are still being made so I don’t see why it’s not possible to get a replacement fridge seal.

I have many Swan products in my house. Within 5 months of owning one of the items, it failed. I was in constant contact with Kai (customer support), via emails, who was soon able to have a replacement sent out to us. Kai was professional and kept me updated throughout the process. I get that things go wrong, but it’s what you do to correct them that matters- Swan and Kai were superb. Thank you Swan; thank you Kai. 5*+

I purchased the smart kettle which was supposed to connect via Alexa. The connection was sporadic, despite being close to the hub. I requested to return on 21 April and I received a return label. I sent the kettle off. Swan company regulations advise a refund would be made 7 days after delivery. After 4 weeks I emailed to ask where my refund was, but received no reply. I emailed a further twice with no response. Eventually I emailed advising if I did not receive my refund within 7 days I would be escalating to Citizens Advice. Strangely I received a response within an hour saying my refund had been processed and would be in my bank in approx 10 days. I should not have had to do this!!!!!! Very disappointed with customer service.

Customer Service is something else! I had a fault with an electrical item. These things happen it was not a big deal and they could clearly see this was one of those things. It had not been dropped or damaged and was overheating and cutting out with reverberations. The team went out of their way to sort everything out immediately. With delivery set for a replacement item instantly on priority delivery. The staff member Kia, was exceptional. Buying a product today is one thing, lots of choice, prices, similar looking products. Staff and rectifying issues make the difference. I would not hesitate to buy Swan again and again. I have had Swan appliances in the past and they have always been good, somewhat overlooked today in a saturated market, but with customer service like this I will be back again and again! Well done and appreciate the professional business service. Thank you Kia, had to mention you by name. An absolute pleasure!

Holly went above and beyond to sort my enquiry out quickly and efficiently

I purchased a few items from Swan and when I went to check my emails, they was a voucher for 12% off as a new customer, which I hadn't used. I contacted Swan and spoke to a lovely person called Zoe. I explained the situation and asked if there was anything she could do? I wasnt expecting a positive outcome, but that is what I got. Zoe managed to deduct the 12% from my bill. What a wonderful person to do that. Thank you Zoe and Swan.

Fantastic customer service straight away from Kai. I have been back and forth emailing numerous different people for months with no outcome. Within a few minutes today, Kai had sorted my issue straight away. Great service, thank you so much Kai!!

I had an issue with a swan kettle still under guarantee customer service was Excellent. Provided dated receipt explained the issue this was dealt in a very short time I was given a replacement kettle the service was first class.Allison the Lady that processed my messages was very professional and a pleasure to deal with, this experience was perfect.

Honestly, this whole experience has left me pulling my hair out. Three reviews in, and still no sign of my compensation order. It's been a whopping 12 days since I was assured it was on its merry way. Zoe, bless her, confirmed it was sent, but that's where the trail went cold. Where's the tracking number I asked for or an update on the shipment? I've flooded their inbox with follow-up emails, desperate for some reassurance or even a hint of where my package might be. But guess what? Radio silence. My reference number, in case anyone's listening: 607150. It's not just about the order anymore; it's about the sheer lack of care or concern from their end. This isn't just a minor inconvenience; it's a major headache. I'm left wondering if my order even exists in their system or if it's vanished into thin air. And to top it off, let's not forget the compensation they promised for their initial blunder. My refund was sorted, but the compensation they offered for their initial poor service? Still MIA. It's like rubbing salt in the wound. I'm not just waiting for my order; I'm waiting for a shred of accountability and decency from this company. And until then, consider me one of many very dissatisfied customers.

Absolute worst company for replying to emails. Sent several emails, these take at least 2 weeks to get a reply to. Been waiting for my replacement toaster for months and still waiting on replies to my emails! Need to sort out their customer service department and send out my replacement

Had a problem with my teas made, contacted Zoe in customer services, & she has arranged a replacement Great Stuff

I dealt with a customer services operator who provided me with excellent customer care throughout this lengthy process trying to replace a part of my kettle. Thank you Kai for all your reassurance and hard work. You are a credit to Swan. I highly recommend this company.

Extremely good Customer Service. Thank you Holly for your advice and support.

Fridge arrived damaged but it wasn't apparent when it was delivered. When I unboxed it a few days later (having my kitchen renovated) there was a huge dent on the rear corner. You can't phone or message Swan so I sent an email with photos immediately. Received an automatic reply asking for order details and photos so I sent the info again. Have heard nothing more and that was week ago now.

Fantastic and apeedy service from Phoebe for support for my replacement hoover.