After experiencing problems with a Swan kettle and disappointing service from two Customer Service representatives it was a great relief when Declan answered the phone. He dealt with my issue with the utmost efficiency and courtesy. He is great asset to the company. Thank you.

Utterly frustrated with the lack of service on top of the faulty air fryer I bought. I’ve had the dual air fryer less than 6 months ago and don’t use it often but even less now because it hasn’t worked properly for some time. Not even sure it’s ever worked properly but that’s down to me not checking the programmes so I reported the problem and gave a fairly accurate summary of the issue (can’t turn on bit baskets at the same time and absolutely none of the programmes work) and 19 days later I get a response asking for a video. What is it going to show? That I was actually telling the truth in the first place? No doubt it will take another 19 days to explain how to send it back. It’s like a delivery company asking for proof the delivery hasn’t arrived so you send a photo of your hand holding nothing. 19 days for a response is just pathetic. Not the first issue I’ve had with Swan products and I’ll need a very good reason to ever buy any of their style-over-substance tat again.

I called up Swan directly as I had a microwave that gave up the ghost and spoke to Louis in customer services. He was probably the most helpful customer service advisor I have ever dealt with and I have dealt with many. He went out of his way to answer all the questions I had on a new microwave from them as far to even going into the showroom as I wanted to know if the model I liked showed fingerprints of which he tested it for me to find out . After he answered all of my questions he managed to help me out with a very generous replacement for my faulty one which went above and beyond what I expected . He was a pleasure from start to finish and if everyone in the Swan team is as helpful they have a great workforce . Thanks Louis and keep up the good work .

Original review below. Issue has now been resolved satisfactorily. Genuine apology received and refund issued. I will also add that the slow cooker looked really nice and it is a shame that the bowl was damaged. My slow cooker arrived badly damaged. Three weeks and four emails later I am still waiting for a proper response. They finally replied to my 2nd email but only wanted proof of purchase, which was sent by return email. The customer service is awful. Also if the slow cooker had actually been packaged properly in the first place then the damage probably wouldn’t have happened. I would never purchase from them again.

The deep fat fryer i purchased is of such poor design its dangerous. The handle of the basket doen't stay attached and when lifted out of the hot fat it's not secure and and i have ended up burnt a few times. I have tried to alert Swan but it has been brushed off and i am not taken seriously. They just say to seek a refund off the company i bought it from. This doesn't solve the issue. Someone could get seriously burnt.

Having waited a while for return support today an excellent customer service agent named Gemma contacted me to explain the delay. She asked for my proof of postage be submitted and within half an hour my situation was rectified. Top marks Gemma

Tried to access my Swan account over weekend and frustrated when it said I did not have account. I emailed Swan customer service and received the automated response acknowledgement email, so was expecting to not hear anything for awhile. Surprised and please to receive an email from Carlie on Monday morning. Carlie’s email contained all the necessary information to answer my query and a second email with a link to resolve the issue. Thank you Carlie and Swan

Update: I must say that I am very pleased with the solution that has been offered by Swan customer service. Gemma has gotten in touch with me and offered me a replacement and an additional £50 voucher to spend on their website. Very thankful, Gemma. Thank you. I had a very unfortunate experience with Swan customer service! I have recently (30th Jan) purchased their espresso coffee machine for my brother's 26th this coming Feb 24th but it never made its way to me and now i'm left giftless!!! The Evri driver left my parcel OUTSIDE during broad daylight in a area with thousand of houses. As you can imagine, not to my surprise it was no longer at home when i got there!!!! The package clearly stated it has a stainless steel espresso coffee machine... I have been trying to get hold of Swan since then and nothing!!!!!! I'm still waiting for either a refund or a replacement but it was worth leaving a review for! Unbelievable!!!

Received a cordless hoover that broke in a matter of days and four weeks later I am still awaiting a response to my emails. Do not recommend Swan at all. Avoid at all costs.

My microwave stopped working but was within warranty. I telephoned Swan Customer Services and spoke with a lovely assistant called Amber. She was so helpful and polite and sorted out my query/replacement with absolute ease and she went above and beyond and helped me send my receipt electronically to Swans data base as I wasn't quite sure how to do this. She was extremely kind and courteous and is a real asset to the company.

I cannot recommend this company enough for after sales. Great communication, professional service, great products. It is a pleasant experience communicating, unfortunately unlike other companies. Would not hesitate to recommend SWANN products, customer service. TRULY AMAZING!

Bought a microwave from Swan first one lasted three months and broke down we have this one just over 18 months and there's a big hole in the bottom rusted right through sparking dangerous piece of junk

I didn't received what I ordered. I have emailed you number of times. I've had ask for a refund and haven't received a email from you. I got one email from someone called Declan and I've emailed him back 4 or more times and no response.

5 star Customer Services from Phoebe. Very helpful, professional, knowledgeable and responsive. Thank-you for going above and beyond my expectations and dealing with my query.

Update: Swan customer care contacted me and the issue was resolved very quickly at a satisfactory level. Feedback has been passed on internally. Product (espresso machine) started having a fault (water coming out of the steam wand) and at some point (just after the 2-yr warranty expired) it broke down completely. I should have contacted Swan earlier but the quality is not equivalent to £. 2-starts only for the very polite customer service (which are overworked and have a huge backlog - 20days to reply to emails)

I mailed the customer service team to inquire about a very specific spare part for my coffee machine. Zoe, who was in charge of my case was extremely helpful and gave me a solution in less than a week. I received my spare part today and I can finally use my coffee machine again. Thanks a lot!!!!

Never recieved, contacted customer service twice and still not reply after weeks.

I have purchased from Swan plenty of times. However my air fryer has completely broken down. I emailed for the first time on January 22 2024 regarding this. I did not get a reply till the 4th of February from Kai. Kai asked for me to take a series of pictures of the items which I did within a couple of hours. Since, I have had 0 replies. Although I have always loved the products, the customer service is absolutely non existent. Therefore, I would not recommend buying as if there is any issues, there's no help.

After contacting customer services regarding an “out of stock “ spare part, Kai investigated and found an alternative solution and sort the issue - Its refreshing to see Swan still have their traditional core values of quality and support. Thanks again Kai

Prompt and efficient from start to finish Thanks