Replacement Fridge arrived and as before it was damaged, I assume in transit with Yodel. I now have two fridges awaiting to be collected by Swan which I assume with the damaged will now be disposed of. I will request a full refund and will never use this company again all the time the cannot guarantee the safe delivery of their products by their couriers.

I ordered an item and received it 2 days later. Used it once and it was faulty. Emailed swan to advise the day after receiving it. Got the acknowledgment email to confirm they had received my email. Heard nothing else. 2 more emails in the next 2 weeks, tried contacting on Facebook also. No contact from Swan and I have paid money for a faulty item and being ignored.

Purchased a microwave that stopped working sooner than expected, however once I got in touch I received quick and helpful responses from Zoe at swan. A solution was came to that I was very satisfied with and the communication throughout was great. Thank you

Purchased a foldable garment steamer for my weekend away, so requested quick delivery . Although Swan shipped the item promptly the courier service managed to lose it before delivery! Contacted customer services and Amber was quick to investigate and source a replacement and even checked that it was delivered on time and all was in order. Excellent service from her.

Great CS team

Ordered two Stealth Swan items including a replacement kettle (now fourth I’ve had due to it breaking or the labels peeling off) and a 30L pedal bin. The bin arrived with a dent in the side as well as two small dents on the lid. This item is £80. Followed their guidelines and emailed their customer services within minutes of me opening the box and spotting the dents, and sent photos on 9th March. They have a ten working day wait on customer service responses which is confirmed in an automated email. I did not receive this email which was very frustrating and made me think I was being ignored. However, today I received an email from Tanya in their customer service team who arranged a replacement with no issues, and apologised for the delay. A ten working day wait is frustrating when am item arrives damaged, especially when needing the item by a certain date, but my issue was resolved effortlessly once looked into and I am happy to try and order from this company again, given that the first item ordered was perfect.

It looks as if it has now been sorted, hopefully a new bin is on it`s way to me--thankyou very much Swan, much appreciated and apology accepted!

I bought a kettle £94.99 from Amazon - 6 months later it is not working. Amazon gave me an email to correspond with. I was given an automatic reply and told the reply could be upto 10 days I am now 14 days in and no reply. You can't call them and I am in a loop that Amazon is telling me to deal with Swan and Swan is not answering my emails. This was an expensive, extravagant treat and has left me feeling I have been ripped off and nothing more than a scam. I am so disappointed. Unfortunately Tanya - I have sent emails to the address you have given you get a standard message that it may take 10 days to reply and never hear from you again. Trustpilot asked for more information that I supplied in full and the more I try to deal with Swan the more angry, agitated and anxious I feel.

The fridge is great, perfect for what we wanted, great value and excellent delivery time. BUT, yes there is a but! When we unpacked the fridge it was damaged in two areas. We have provided photos of the damage to the Customer Services team but they replied to wait for ten working days for a reply. We now have a fridge we cannot use as it will be returned and will have to 'borrow' a fridge until it is replaced. Hopefully I can change the score to five stars but after reading comments on Trustpilot I'm not to sure. Update 23/2/24 A replacement fridge has been delivered, and guess what this is also damaged. What to the delivery firm (Yodel) do with the items? I want a full refund and will wait for you to collect the two damaged items. Update 25/3/24 I have had a email conversation from Gemma at Swan today who has been very helpful. Gemma has arranged for a third fridge to be delivered by an alternative courier and have the two damaged fridges collected. Hopefully it will be third time lucky! Update 8/4/24 The second replacement fridge was delivered by AO on Thursday. The two delivery guys took care when unloading & unpacking the fridge and checked for any damage (there was none) before taking the fridge into the house. The two damaged fridges were wrapped up and taken to be returned to Swan. I know have a working (undamaged) fridge, thank you to the Customer Service staff at Swan and the AO delivery drivers. I have changed to four stars and not to five as this is down to the poor service provided by Yodel.

Brilliant customer service by Amber, thank you so much.

Ordered a kettle on line, direct from Swan. When it arrived there was a leak coming from the spout- as though it fully sealed. I contacted Swan who said I’d hear from them in 10 days! When they did reply they asked for a video of the leak! What the Heck? I said no, I’ve packaged it up and that aside, I’m well within my statutory rights to have a refund. They then replied saying they would send a prepaid label. Some 10 days later I’m still waiting. Yes, I did contact them asking them to email me the label and not rely on the post, and again received the we will reply in 10 days time! Their Customer Service is a blinking joke! Do not touch them with a barge pole. Or at least do not buy direct, use Argos or similar.

I bought a microwave from the Swan Brand website that stopped working after a few months. I wrote to customer services - the only way to contact is via email - and over two weeks later I still have not received a response. Update: they did contact me and have agreed to send a replacement.

Awful customer service. Trying to return a purchase . Emailed over 3 weeks ago and again this week still no reply on how to return items

Purchased a Dirtmaster Pro a while back and the lid for the clean water bottle broke. Spoke to Carlie in customer services and she managed to locate one, as not on their website under spares, and this is now on its way to me. Very happy with the service I received and the promptness of responding back to me.

I bought my swan vacuum over a year ago and the stick snapped, I contacted Swan to see if I could buy a replacement and a lovely lady called Zoe got back to me and has sent me a new one in the post free of charge.

So firstly the customer service I received my swan retro 5 piece set and although it was well packed i noticed an indented scratch on one of the pans (which was clearly done pre packing) I promptly sent an email along with pictures to swan and eventually after quite some time had an email back basically saying in so many words what do you want us to do about it so I said perhaps a partial refund for the one pan estimated at £10 to save sending it back I have still after a long wait not received a response even after sending the email twice now they seem to have completely ignored me. Secondly the pots and pans the set of pots & pans are awful at first glance they seem fairly sturdy but also weirdly at the same time they are not you feel you have to be precious with them especially as they are very prone to scratching despite the fact I only use either rubber or wooden utensils. The lids for the pots are awful they cause constant leaking as they are poorly designed & because of that draining the water is very difficult, I have also noticed that they take allot longer to heat up than my older pot & pans (tefal) of which I tested and was shocked how slow the swan pans took I would absolutely avoid the swan brand completely unfortunately a huge waste of money. I’m adding more to this as funny enough as soon as this review was posted I got an email back from swan however they have again ignored me and I also find it strange how suddenly there are reviews saying “wonderful customer service” after mine was posted so be mindful off that overall avoid this brand. After sometime I received the £10 I requested however I was asked if I may now “revisit“ my review unfortunately it still stands as it is

Bought a teasmade that didn't work out of the box back in December. My initial dealings with customer service were horrendous. It took months to get anywhere. Weeks of not getting replies to emails.....then Carlie came along. Wow! What a difference Carlie made. Literally sorted in a couple of hours. Where were you all that time, Carlie. I might write a song about you.

Swan has now sorted out the issue, collected the fridge, gave me a full refund and also a gift, which was quite nice of them. For this I give them now the 4 stars, as they tried to make up for it and also I can see that they are a very small team, it is not the staff s fault at all, but the management should really be questioned, it cannot go on that emails are answered only after 10 days. Also, I do not know exactly what their system is, but this also needs looking at, the fact that you have to type in your reply above a certain line, once you received a complaints number needs a more efficient method, some of my replies did not even reach them. So guys, my advice, you need to modernise your customer service and come up with a more efficient way of dealing with emails. This was my review before they rectified the issue: Terrible customer service, I would advise anybody to stay clear, if there is a problem they do not write back, it takes ten! days for each email to be answered and I dealt also with Caitlin who to this present day has not acted on collecting the faulty fridge I bought on 3rd!! February. I just want the fridge collected and my money back, never ever again!!! I hope I do not have to go to court about this, as I am left here with a very expensive, faulty fridge and they do nothing!

I have been dealing with Caitlin in there customer services department. She has been incredibly helpful, professional and has gone the extra mile. She is the epitome of excellent service. Thank you Caitlin.

Update: finally got a refund and an apology for the time it’s taken to complete this return. My kettle stopped working contacted customer service it took them 4weeks to decide I could return the kettle I posted it the next day they received it 10days ago iv had no update, no reply to any emails and no refund. Very bad customer service iv received