I am shocked as to the poor customer service from Swan. I bought a retro fridge a couple of years ago which came with a two year warranty. towards the end of the warranty period a very nice lady from Swan rang me to see if I was happy with the product and to talk to me about extending my warranty. I said there were a few things broken on the fridge - bottom drawer, internal freezer door hinge and drip tray. She gave me a number for warranty repairs and told me to ring them straight away before my warranty expired, she said she would then ring me back in a few weeks to discuss extending the warranty. I rang the number and the customer service lady put me through to warranty repairs, who said it had nothing to do with them as Swan products only offer one year warranty on their products and I couldn't have a two year warranty - I needed to speak to Customer Services again. I did this (on 15.05.24), who said that they only offer one year warranty on their products, I said I had a copy of the original warranty document which clearly gave two years cover with dates. As it was coming to the end of the warranty I wanted to get the faults sorted on the advice of their own extended warranty team. After a lot of refusing to accept I had a two year warranty she eventually 'spoke to someone' and said that they would be happy to send an Engineer out to look at my problems under warranty. She took my details and said an Engineer would be in contact in the next 24 hours. On the 17th of May having heard nothing I filled in their online 'contact us' form explaining the above and saying I had heard nothing (attaching said warranty). I was keen to get the issue sorted before my warranty expired on the 21st May. Roll on until today 30.05.24. Still nothing heard, tried to find the telephone number for Swan Customer Services online, no one seems to have it, can't find it on any website, only way to contact them is to fill in an online form (which I have done and had zero response to). Update 1:- I found the original tel. number for repairs customer service ( 0333 220 6050) - I spoke to a very helpful lady who checked my story out and said that they had contacted a sub-contractor who had ordered spare parts and were awaiting them to come in (which may take up to 6 months). All of this may have been avoided if they had only let me know what was happening. I have upped my star rating from 1 to 3 in light of the previous information. Update 2:- I have taken a star off again as have just found out that the Tel. number associated with Swan 08448269357 that I dialed to speak to about the fridge has charged me over £30 as it automatically charges a service charge and is a premium rate call charge. Sharp practice. 08.07.24 Update 3. I was eventually contacted by Tanya Customer Services Operation Manager, who once she gathered the facts, investigated what had happened and very quickly resolved the issue, now awaiting a replacement fridge to be delivered. Whilst Tanya deserves 5 stars the experience before has lost one.

We have received the highest level of customer service second to none Our thanks especially for declan and allison We have always used swan brand teasmades since 1969

Great customer service and excellent products

Great customer service from Phoebe. Resolved my problem swiftly.

If I could give one star I would. Contacted customer services regards products I had purchased that were a false advert on the cost these items would consume when on. Waited quite a while for a response, which was chased up . I was told to send items back for a refund but it would cost me £6.00!!! They wouldn’t take responsibility for the false advertising. I will not be £6.00 down aswell because off Swan! The label Swan sent me was incorrect, I then spent two full days going back and forth between Collect Plus ( Yodel online) drop off shop & Swan ! They have now received the items back awhile ago as I have proof of tracking . Still NO refunds , NO reply to emails & NO reply to online contact forms! All proof been sent to Swan and still nothing ! You leave me with no choice but to leave this truthful review & contact the ombudsman department.

I love my coffee machine from Swan! Simple to use and makes beautiful coffee, and when I had a problem with it (air lock) I solved it with a quick Google! I did contact customer service and although it took a little longer than I expected to get a reply, they were helpful. I'm definitely happy with my purchase and I know if I have any problems with it again I can contact customer services who are more than happy to help!

This company does not supply spare parts to repair their applicances. I have a fridge freezer that is not very old but the thermostat has failed twice. I managed to buy a replacement previously but have more recently been told that I now have to approach a company called Pacifica. I've tried numerous times to contact Pacifica but they have never replied. I have also raised this issue with SWAN several times and have so far been completely ignored. I suspect that I'm not getting any replies because the part I need is no longer being made available. I'm disappointed with the reliability of this fridge freezer, the failure to make spares readily available, and the poor customer support of both companies.

I contacted helpdesk regarding help to apply for warranty on an item I recently purchased. Zoe answered my call and showed a professional and kind manner. She provided excellent customer care, everything she said she would do she followed through very efficiently without no hesitation. Thank you Zoe for your time and please continue with your amazing help and support

Had a problem with Kettle and Swan were brilliant at fixing this for me. Great customer service!

We took delivery of a nordic microwave on the 24th April. 9th May (15 days). The new microwave made a peculiar noise accompanied by a burning smell. And that was it. Dead. Customer services were messaged on the 9th May. Giving delivery details. Finally received a apologetic reply on the 20th May asking for the batch number. Which you would presume could be found with the order details I provided in my initial email. And that's where my story ends. A microwave that lasts 2 weeks. Now a lovely ornament. No sign of a reply...and who knows when/if a replacement will be sent. I notice they only reply to positive reviews on here...

I was more than impressed to have my Swan retro toaster replaced when it failed in its third year. We had extended the 2 year warranty to 3 years and it certainly paid off. No fuss. No bother. New toaster arrived the day after speaking to Phoebe, who was very helpful. Well done Swan.

Zoe at Customer Services was so kind and patient with us when we contacted the Help Desk regarding a problem with our new teasmade that failed to switch on at the appointed time in the morning to make our cuppa. She spent time talking through the problem with us and then went away to seek help and quickly came back with a solution that worked! Zoe told us to contact her again if the problem didn't resolve itself and she was so kind.

Carlie at Swan got back to me quickly and was able to help by registering my product for me and advised me what to do should I need to use my warranty.

Hi , a reply did take a few days and the problem was Swan still advertised a water tank for my iron, which was always out of stock for a year. I had a reply from Allison stating this water tank was no longer available and would have it removed from the website. great comunication with Allison and offered 20% dicount to buy a new iron. Job well done and I'll still buy Swan as have my first crome electric kettle from the 70's.

Great customer service, no quibble replacement under guarantee. Zoe kept me in the loop throughout the replacement transaction, issue with kettle purchased approx. 15 months ago. Have purchased many items from Swan in a matching collection, of which I am pleased with (and they look great).

Had a problem, used the email system. Took a little while to get back, but I was warned when submitting the ticket of the lead time. Once they picked it up a quick and easy resolution. Thank you

Thank you Diane For your prompt and helpful service. It made everything run smoothly and appreciate the help provided.

I would like to say that Carlie has been absolutely amazing, you have a wonderful caring member of staff, from my 1st email to when I received my replacement lid today Carlie has been on the case this lady deserves a pay rise for being 💯 excellent at her job

Diane at Swan was so helpful on the customer service desk - I forgot to put the discount code in and paid via apple pay - I messaged thinking that they would say tough but no they paid me the discount code. They replied quickly and dealt with it so well - I'm a true Swan convert!!

I ordered matching kettle and toaster. The toaster failed within 6 months and was replaced. However the first replacement was damaged upon delivery so needed to be re-replaced. The kettle failed at 9 months and 4 months on from reporting I am yet to recieve a replacement. The general response time is greater than a week, but in some instances for the kettle more than a month. Most recently I was told to tell them when it is back in stock so they can send one. I did this but a month later it is not sent and now out of stock again.