I have not received the order which was placed on 29/01/24 (order number: 390337). I contacted customer service on 08/02/24 via email, but did not receive a reply until 28/02/24, which told me that the item was missing with carrier and offered me options for refund or replacement. I replied to the email on the same day, asking for a replacement. I have tried to send a few emails to follow up after that, but not heard back from them until today. Not received any item and not getting refund until today. Update: They have responded and offer for replacement and compensation. Might be the delivery company that has an issue, causing this missing the parcel. Customer service is great once they are able to get back to you. but have Ervi

Don't even think buy any appliance.

Thanks to Gemma from Customer Service my issue has been resolved with a replacement on its way for the faulty appliance. The communication had its ups and downs but as it is only a small team in Customer Service then I understand the delays in response. Thank you again.

Caitlin replied to my emailed query speedily and in detail and answered my question fully. I am most grateful.

My order arrived with one item fine but one item faulty. The only contact for customer service is via email and it can take 10 "working days". That's up to 2 weeks! Completely ridiculous. Still waiting for a working microwave. (or any contact other than an email acknowledgement effectively saying they are very busy so don't pester them by emailing again).

I have had my espresso machine for 4 weeks and it was acting up with steamer anyway i rang and spoke to amber wow she said so sorry but a new machine will be with you shortly what a service its always best to buy direct no amazon ugh or eBay which i nsaw it on sale for £10.00 cheaper

Ordered a microwave that looked really nice. But after using it a few times, it stopped working. Poor response time, but I was eventually offered a replacement. As it was now out of stock, I managed to get a refund. You have to send 3 photos of the item, including the cut cord, for a refund. But still better than re-packing and returning. Refund was then made next day. Won't buy a microwave online again. With couriers like Evri delivering, your asking for trouble. But not out of pocket, so all good.

I purchased a kettle, toaster and kitchen towel stand on the 25th February and I'm still waiting for it, 7th March. It all started out so well, with a notification to say it had been dispatched on the 27th February and Evri tracking details. Then, it all went wrong. A message from Evri to say the parcel was too big and wouldn't be delivered, followed by what was clearly an automated message from Swan telling me the same thing, but "don't worry, your order is still on its way". Hmmmm.... Fast forward 10 days and still no order. I've emailed Swan, to find out where my order is, to get another automated reply telling me they'll get back to me in 10 WORKING DAYS! 2 weeks! How is that acceptable customer service? To be honest, I wish I'd just ordered off Amazon rather than going through the brand. I just want someone at the brand to get in touch with me and either cancel my order and refund me, or send me what I've paid for. Update 20th March - in the space of a week, I’ve had two emails from the customer services team to organise my order being resent to me, alongside a (much appreciated) additional item of my choice to make up for what is now a very delayed order. However, despite what the response from Swan sounds like, I still haven’t received a single item from the company (!) or been issued with a new tracking number for this replacement order. Reading the reviews, I’m not the only one in this situation. It’s now been nearly a month from my original order which was placed on the 25th Feb!! Updated 25th March - our order arrived a couple of days ago, together with the inclusion of the espresso machine - a item Swan added to apologise for the issues with our original order. It was something of a surprise as we'd not been given tracking information so we didn't know it was coming and an enormous box arrived. Fortunately we were around. The quality of everything we've received seems very good, and they look great in the kitchen. It's just such a shame it's all let down by bad deliveries and terrible delays in customer services response times. Despite all this I will probably buy Swan again, but not direct from Swan, and I'll use a third party retailer with better customer services.

Abysmal customer care, impossible to contact anyone. Bought a Classic fridge freezer which went wrong. It took weeks before a Pacifica engineer came out and looked at it and said it was no good. It then took more weeks to get a replacement delivered during which time we had to use cool boxes and a neighbours freezer. The replacement has now gone wrong and the same nonsense has occurred again. Eventually got an appointment for the engineer to attend and he turned up a week early when no one was home! He reported it as no good again and since then, zero contact from Swan. The Pacifica website is dreadful it is impossible to leave a comment or contact anyone so we are just stuck in limbo with a knackered item. Shambolic. Very shortly after posting this review we were contacted by Swan Customer Services who swung in to action. The upshot is that a new fridge freezer will be delivered on Monday and we have been given a decent compensatory offer to cover our stress. Happy with the result (although not a huge amount of confidence in the replacement unit) but it is a bit of a shame that had to resort to a bad review to get anywhere.

Initial problems with a broken kettle and a lack lustre response form Swan, however, this is now resolved and customer service at Swan reached out to me and kindly sent me a new kettle, well done Swan.

Was very pleased initially with my Swan pink hyper plush lightweight cordless vacuum (Lynsey TVs Queen of Clean). However on first time of emptying after less than a week old a plastic bit broke off. I emailed customer service on 08 Feb with my order number and photo of broken part. I had to email again on 26 Feb after receiving no response other than acknowledgement and a ticket number. I did not receive any reply until today, 05 March. The reply I received is an absolute disgrace. I can’t believe what they expect me to do with a faulty product which was less than a week old. As follows is what I’m expected to do: “we must ask you to go through the following procedure; Take a picture of your proof of purchase with the date of purchase circled and, your request number written on it along with today's date. Alternatively, if your purchase was made online, please attach your e-receipt/invoice to your email as a separate document. We cannot accept your proof of purchase as a forwarded email or, copied and pasted. Can you please write on the front of the item itself, in marker pen, your name, your request number and today’s date? Can you please take a picture of this. On the back or underside of the appliance, please write the same information, close to the “ST4 9GD” code or, batch no. but not obscuring it. Please now cut the cord ensuring that this is unplugged from the mains before doing so and, as close to the body of the item as possible (about 1cm). Can you now take a picture, this time of the back or underside of the item, which clearly shows the “ST4 9GD” and batch no., the severed cord and the written information. Please also advise of the batch no on the underside of your appliance. Please send us these images for approval along with confirmation of your current address, and a replacement will be processed for you and if you have any questions about this process, please don’t hesitate to contact us”

It's a nightmare to be Swan customer. Everything was good in the past but when first problem appeared there is no sign of help. Got a faulty kettle on 14th of February. After nearly 3 weeks since I submitted the form, there is no reply to my email. Not even automated. It's also not easy task to find Swan's customer service number and once you get it, it's only premium number. No surprise that people keep buying from Amazon. This is just too frustrating and wrong. Swan, what do you have to say about this? An apology is not enough! How many more weeks are you going to make me wait?

I purchased Swan 2400W Steam Station In 2022 from swann website, the iron was working fine up until now, as recently the sole plate is not warming up at all, the lights are on but unfortunately the iron does not seem to warm up. As its still under warranty, I emailed swan,several times, also spoke to an advisor but have not heard any positive response,leaving me utterly disappointed. Naffisa

We placed an order for a dishdrainer, but when it arrived, it was defective. Our initial impression was that there was no live chat or phone number to call in order to address this problem, and the website advised sending an email instead. It has been more than a month since we sent the email in which we chased a response. There has been quiet after the initial response, which stated that a replacement would be supplied and to provide an address. We were unsure, without more information, if the defective item might be used temporarily or if it would need to be returned, etc. I can only assume that if this company truly cared about its customers, they would provide more ways to get in touch with them or make sure that responses are sent out promptly rather than using the template reply which indicates slow responses due to high number of emails.  Edit: from my point of view, this was still unresolved after being contacted. We waited over a month to get proper support and that was only done after leaving a review on trustpilot We have a product we don't want due to the fault which you are allowing us to keep and now refunded You have given us a 30% discount on a item so it seems like if we wanted to same product in the future we can use that. But as we got the item on sale, we will end up paying more to get a replacement. And then throughout this, we haven't had a product to use and I have wasted time in having to create the review and contact support. So this was still left unresolved for us.

Contacted customer services as the espresso machine I have had for a couple of years needed a new rubber seal. Zoe managed to source one for me and posted it out free of charge. Was very impressed, was expecting to have to hunt this down myself/pay for it, brilliant service!

So disappointed. I emailed customer service a number of times with a retro microwave that stopped working in under 7 days after use and to date one email asking me to send a video in and nothing. I looked around for a long time for the finishing for my kitchen and now I just get that sinking feeling that this is going to take so long to sort out. Almost 2 weeks for the first response email back and then send a further 3 emails. Very sad and disheartening I would not recommend buying online from Sean.

Excellent customer service. Unfortunately my carpet cleaner had gone faulty, luckily it was within its gaurantee time and I have now received a new one. Thank you Swan, also note that Caitlin was very helpful and was able to rectify the issue in a timely manor. Emma

My rate will be ZERO STAR worst experience in my life, Incompetent amateurish,helpless,inadequate,incapable,ineffectual,inefficient,inept,inexperienced,unqualified,unskilled,useless. Stay AWAY dont even think to buy SWAN item

purchase made 10th of February, they now said after 2 weeks try to contact them, the fridge has been delivered (never received) . Such scam COMPANY. Skip this brand horrendous customer service

I phoned Swan Customer Service today to check on the availability of a replacement part for one of their products. This was out of stock on their website, but the advisor I spoke to went out of their way to locate the part and send it to me. Thank you Kai, you made my day!