£60 kettle broken within only a few months of use. Contacted Swan regarding the warranty / replacement however no response in nearly 3 weeks

My original order arrived partly damaged and I was yet to receive a response from customer service. However I reached out via Facebook messenger and got a response quickly, with the damage item being replaced. Thank you to the person that responded via Facebook and for resolving the issue.

Abysmal customer experience. Order delivery delays of 6 weeks or more. Customer support doesn't reply for more than a month. Predatory pricing on spare items ( a spare portafilter is 1/2 of the price of a new coffee machine).

Great customer service from Louis Thanks

After having a bad experience Gemma restored my trust in the brand. At first I had 2 beer fridges delivered which were both damaged. This took around a month to get rectified but I have now received replacements and a gesture of goodwill. Going forward I would love to see Swans customer service updated so queries could be dealt with quicker. A telephone number with call back facility or live chat would really enhance customer experience (hence 4* not 5*) but thankyou to Gemma for all your help 👍

Having had to cancel due to personal circumstances Gemma processed a refund immediately for me. Ever so grateful.

Waiting nearly 2 weeks for advice how to return item to SWAN ordered from Debenams but has to be returned to main supplier! Really disappointed !

Hi there My swan dirt master carpet cleaner broke I contacted swab customer services via email after a long wait time for email they offered to replace my carpet cleaner with a new one this was on 19th January. I was told I would receive in a few days we're now on 30th January so 11 days later still no carpet cleaner as promised I have emailed countless times to customer service and phoned twice I just keep getting told I will be emailed up dates the same day and tracking I have received no updates, phone calls or emails as promised. I was made to cut the cord from my current carpet cleaner and write allover it in marker pen so now it's definitely no longer useable. When the problem was only the dirty water tank leaking it did still work. So now I have no carpet cleaner still no sign of my new one as promised now on day 11 of waiting for my new carpet cleaner I'm very frustrated about this as Im in desperate need to use the cleaner and cannot with my old one now with a cut cord and new one still not here! So as you can imagine not happy. If and when I receive my new carpet cleaner I'll happily change my review but at the moment I'm growing tired and frustrated of constantly chasing up where my new carpet cleaner is Thank you Danielle fox

I have been waiting a week for action regarding a swan item that was damaged by the carrier?? I have received the email that says that you aim to respond in 5 days and not to send any more emails because it could hold things up?? Perhaps it’s reasonable? Others can decide from the review.

Following my complaint regarding my item arriving damaged from Swan they have responded by offering me a full and immediate replacement, a solution I am delighted with. Damage can occur to any delivery and at anytime but with this solution I will have no hesitation in using Swan again

My new bean to cup coffee machine did not stop dispensing hot water. I had to turn it off. It was then dead. I have emailed Swan 4 times, no response 18 days later. I cannot phone as I work during office hours (when their help line is open - not that helpful). I am disappointed with the poor customer service from a big brand. There is no online return facility so I will now contact my credit card company to see if they can help me. Very unhappy.

Ordered 6th Jan, no order confirmation, no dispatch email so I emailed customer service, no reply, then I get refunded out the blue but the product is still online. Then weeks later customer service reply ..nearly 4 weeks after I placed my order!! WHAT?!? Update - swan are now trying to challenge this review as not genuine so they can get their negative reviews removed! Shows the type of company! I’ve provided proof so this review can stay and support others I’ve replied to all trustpilot verification requests and my valid order number is ORDER #384745

I had no problems with the delivery of an air fryer which arrived swiftly without issue. Unfortunately my mother has arthritis in her hands & was unable to operate the basket release & the tongs were missing from the box. So I completed a return request which was authorized. Tracking shows that it was received by Swan at 08.52 on 8/1/24. It is now 26/1/24 & I am still waiting for my refund. I have tried twice to contact customer services via the online service on 12/1 & 22/1 but my messages have been ignored & I have received no response at all. I also tried to call the customer service number but they have the nerve to use a premium rate number, presumably so that they don't have to speak to dissatisfied customers. A TOTALLY APPALLING SERVICE. I now see no option but to open a Paypal dispute.

Very good 😊 Thanks

Please shop with caution. The quality of their products is not reflective in the price! I returned items a month ago and still awaiting a refund on one package out of three which they are struggling to process or respond to and I have emailed them more than once even though they tell you not to! If you want swan stress - then shop with them!

After having a somewhat slow and frustrated contact with Swans customer service, I was subsequently blown away by their effort to put things right ! Communication was how it should be , prompt and accurate. So keep it up Swan ....well done

Swan now offering me 20 per cent of another microwave and are refusing a replacement even though 7 months old. They are saying it is two years old but I have a receipt that says purchased in August. This was a replacement because the other one didn’t work. Also making out the rust has been caused by me. When putting food in it is always covered. It also doesn’t get used a lot say twice a week

Carlie made my experience great. Carlie was so so helpful and backed by the Swan brand was fantastic. Very informative emails from Carlie too. Definitely an asset to Swan. Recommend Carlie and Swan for their customer service. Super thanks.

Following a faulty appliance within manufacturer's warranty period, Swan customer service have bent over backwards to help 👌 Gemma has been fantastic in sorting this out for me and to this end, Thank you so much Gemma, You're an asset to Swan 👌👍

Our kettle was faulty. Declan was great and arranged a new kettle to be sent to us. Still awaiting arrival. Great email contact. Kettle has since arrived. Super service 👌