I was disappointed that our Swan kettle broke after less than 2 years but very impressed with their customer service. They got back to me almost immediately and once I supplied the necessary informati... Näytä lisää
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Josef and the Technical Support team was amazing at coming to a resolution with a minor issue that we had love the results of our dirt master pro and hi clean our furniture and car seats were (st... Näytä lisää
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Good old fashioned customer service for the digital age! Holly (Support) was incredible! She responded to my query within 14hrs! And I'd left it late, so it was after business hours, but first thin... Näytä lisää
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We bought an LFC kettle, not direct with Swan but via Amazon marketplace. We noticed the kettle was leaking about a month later. We contacted the seller via Amazon, but they were useless and just... Näytä lisää
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Yrityksen tiedot
Yrityksen kirjoittama
With a rich heritage dating back to 1931 Swan is proud that each product is conceived and designed at its headquarters in the heart of the UK, backed up by a 160 strong support team including in house designers, customer services and quality control; producing appliances, cookware and kitchen accessories that are available around the world and designed for life.
Yhteystiedot
PO Box 3117, ST4 9GD, Stoke on Trent, Yhdistynyt kuningaskunta
- 0333 220 6050
- customerservice@swan-brand.co.uk
- swan-brand.co.uk
4,4
Erinomainen
5 t. arvostelua
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Horrendous service
I ordered an Air Con Unit on the 22.06.26 on the website and it stated it was in stock. After a lot of waiting and emails still no response. I today got a response saying they are out of stock and dont know when more will come in. They took my money and now having to wait 2 weeks for it to be sent back. Shocking service from beginning to end.
1. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi Paul,
Thank you for your feedback.
We are very sorry to hear about your experience and sincerely apologise for the disappointment and frustration this has caused.
During the recent period of exceptionally warm weather, we experienced an unprecedented demand for our cooling products. Unfortunately, despite our best efforts to keep stock levels updated, this resulted in some products becoming unavailable sooner than anticipated.
We completely understand how disappointing it is to place an order for an item shown as available, only to later be advised that it is out of stock. This is not the experience we aim to provide, and we apologise for the inconvenience caused.
We can confirm that your refund has been processed. Whilst we always endeavour to complete refunds as quickly as possible, they can take between 10–14 working days to appear back in your account, depending on your bank or card provider's processing times.
We appreciate your patience and are sorry that we were unable to fulfil your order on this occasion.
Kind Regards,
Tanya - Customer Service Operations Manager
Avoid if You Need Your Order on Time
I am extremely disappointed with both the delivery and customer service from SWAN.
On Tuesday 23 June at 9:30am, I ordered three air coolers and paid for next-day delivery. Payment was taken immediately, but I never received any notification that my order had been dispatched.
I contacted Customer Services on Wednesday 24 June and was told that the EVRI tracking system was down, which was why I hadn't received a dispatch notification, and that my order should arrive by 10pm that day. It never arrived.
Since then, I have sent five further messages asking for an update, and every one of them has been ignored. To make matters worse, there is no customer service telephone number, so there is no way to speak to anyone about what has happened to my order.
At this point, I have paid for goods that I have not received, paid extra for next-day delivery that was not honoured, and have been left with no communication whatsoever.
I would appreciate an urgent response from SWAN with an update on my order, or if it cannot be fulfilled, a full refund, including the next-day delivery charge.
Very disappointing experience so far.
23. kesäkuuta 2026
Oma-aloitteinen arvostelu
Item hasn't arrived and no response from customer services
Ordered two in stock items with next day delivery. I've received no tracking information and my order is still listed as pending on the website. It wasn't despatched in time and still hasn't been processed. I've emailed customer services through the webform and email address, but have had no response and their chat function won't link to a human. I just hope I can get my money back. Really poor experience.
Update: After I wrote this review, my item was marked as despatched but it didn’t get to the courier until 24 hours later. It finally arrived on Thursday after being ordered on Monday for Tuesday delivery. I think they should probably get rid of the next day delivery option because it seems very hit and miss and with their resourcing issues in customer services, response times are too slow to fix things very quickly. I did manage to get my next day delivery fee back though.
29. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi Emma,
Thank you for your feedback.
We’re very sorry that your experience did not meet your expectations and apologise for the delay with your order and the response to your enquiry.
Due to the recent period of exceptionally warm weather, we experienced a significant increase in demand for our cooling products, which unfortunately impacted both our dispatch times and customer service response times. Whilst this is not the level of service we strive to provide, we appreciate your patience during this exceptionally busy period.
We're pleased we were able to refund your next day delivery charge, and we apologise again for the inconvenience caused. Your feedback is appreciated and will help us continue to improve our service.
Kind Regards,
Tanya - Customer Service Operations Manager
I ordered two Swan air coolers through…
I ordered two Swan air coolers through Currys. Almost 4 weeks later and still nothing. Currys are blaming the manufacturer/supplier for the delay and bad customer service. If you send it to me after the heat wave you will have it straight back for a refund. Not happy with your and Currys incompetence.
6. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi,
Thank you for your feedback.
We’re very sorry to hear about your experience and completely understand your frustration, especially given the timing and the recent warm weather.
Following your review, we have looked into this with our team. They responded to the retailer within 48 hours to investigate the order. Unfortunately, due to stock availability, only one of the two Swan Air Coolers could be fulfilled.
We have advised the retailer to arrange a refund for the unavailable item and apologise for the inconvenience and disappointment this has caused.
We appreciate your patience and apologise that this was not resolved sooner. We are continuing to work with our retail partners to improve communication and ensure customers receive updates as quickly as possible.
Kind Regards,
Tanya - Customer Service Operations Manager
Terrible service. Still waiting for next day delivery 4 days later.
Ordered 2 Nordic coolers for next day delivery on Monday at 9am. Next day no email saying they had been dispatched. I Called them and they refunded the next day delivery charge and said they would be sent out that day. Now Thursday and still haven’t arrived.
Thank you for your reply Swan. But if I had known it was going to take that long and I was going to receive them after the heatwave I would have gone elsewhere.
25. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi Tim,
Thank you for your feedback.
We’re very sorry to hear about the delay you experienced with your order and understand how disappointing this must have been, particularly after selecting next day delivery.
Having reviewed your order, we can see that it was placed on the 22nd and dispatched the following day. Unfortunately, once the parcel had been handed to the courier, there was an unexpected delay with the delivery, which was outside of our control.
As a gesture of goodwill, we refunded your next day delivery charge, and we can see that your order was successfully delivered on the 26th.
We sincerely apologise for the inconvenience caused and appreciate your patience whilst the courier completed the delivery.
Kind Regards,
Tanya - Customer Service Operations Manager
Absolutely poor customer service
Absolutely poor customer service, ordered 2 of the air coolers to try and help with the heatwave, ordered on Monday before 2pm for the next day delivery cut off, wasn't shipped. Emailed and was told of delays in the warehouse but will be shipped on Tuesday for delivery on Wednesday. And guess what... No despatch notification or email and response from them again saying delays in the warehouse prevented it from being shipped despite being told it will be with me on Wednesday.
Don't pay for next day delivery with them because even 2 days after you still won't receive the product. Although quick response times, false information is given which is pointless.
24. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi,
Thank you for your feedback.
We’re very sorry to hear about your experience and sincerely apologise that your order did not arrive within the expected timeframe.
During the recent period of exceptionally warm weather, we experienced an unprecedented increase in demand for our cooling products, which unfortunately resulted in delays within our warehouse. Whilst we appreciate this does not excuse the inconvenience caused, we are sorry that the updates you received did not meet your expectations.
Following your review, we reached out to request further information so that we could investigate your order and help resolve the matter. Unfortunately, we did not receive a response, so we have been unable to look into this further.
We apologise again for the disappointment caused and appreciate you taking the time to share your feedback.
Kind Regards,
Tanya - Customer Service Operations Manager
Extremely disappointing customer…
Extremely disappointing customer service.
I purchased a kettle and toaster for my 80-year-old father, but the parcel was left by Evri in full view of the road rather than in a secure location. When my father went to collect it, the parcel was gone.
While the initial delivery issue was caused by the courier, I was very disappointed with how Swan handled the situation afterwards. Rather than resolving the matter quickly, the process was slow, communication was unclear, and my father was left without a kettle and toaster for over two weeks.
As an 80-year-old man with mobility issues, he found the process particularly stressful. He was asked to complete forms and faced references to investigations involving Evri’s fraud team and the police before any resolution was offered. Although I understand companies need to investigate missing parcels, the way this was handled made an elderly customer feel as though he had to prove his innocence simply because he reported that his order had not arrived.
What I found most frustrating was the lack of urgency. Many retailers will send replacement items promptly while investigating a delivery dispute. Swan chose not to do this, leaving an elderly customer without essential household items while the matter dragged on.
The products may be good, but based on this experience I would not purchase from Swan again. Customer service is judged by how a company deals with problems, and unfortunately Swan fell well short of expectations.
25. toukokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi Graeme,
Thank you for taking the time to share your feedback.
We are very sorry to hear about your experience and appreciate how frustrating this situation must have been, particularly given that the order was intended for your father.
Whilst the parcel was marked as delivered by the courier, we understand it was not available when your father went to retrieve it. In these circumstances, we are required to ask customers to complete a Denial of Receipt form. This is a standard part of the claims process and enables us to investigate the matter with the courier and recover the cost of the missing parcel. We appreciate that this can feel inconvenient, but it is a necessary step before we are able to issue a resolution.
We can see that, following completion of the required process, a full refund has now been issued. We are sorry that the timescales involved did not meet your expectations and for any additional stress this caused your father.
We appreciate you taking the time to share your experience, as customer feedback helps us to continually review and improve our processes.
Kind Regards,
Tanya – Customer Service Operations Manager
Faulty kettle but great customer service
I was disappointed that our Swan kettle broke after less than 2 years but very impressed with their customer service. They got back to me almost immediately and once I supplied the necessary information, was promised an exchange that was dispatched to me the same day. I just hope the new kettle lasts longer than the previous one!
19. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi Azita,
Thank you for your 4-star review!
We’re sorry to hear that your Swan Kettle developed a fault sooner than expected, but we’re pleased that our customer service team was able to assist you quickly and arrange a replacement without delay.
It’s great to hear that the process was straightforward and that your replacement was dispatched the same day once the required information had been received.
We appreciate your feedback and hope that your new kettle provides many years of reliable service.
Kind Regards,
Tanya - Customer Service Operations Manager
Excellent customer service
Lost a vital part to my carpet cleaner, customer support Diane responded to my enquiry within the hour and was able to source an replacement part to send out straight away. Excellent customer service.
17. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi Zara,
Thank you for your 5-star review!
We’re delighted to hear that Diane was able to assist you so quickly after you lost a vital part for your Carpet Cleaner.
It’s wonderful to know that she was able to source a replacement part and arrange for it to be sent out straight away.
Thank you for your kind feedback. We’ll be sure to pass your comments on to Diane.
Kind Regards,
Tanya - Customer Service Operations Manager
Big shout out to their customer service…
Big shout out to their customer service team and in particular Holly who tracked down and sourced a new remote control for my fan after two years of trying to get hold of this item.
16. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi,
Thank you for your 5-star review!
We’re delighted to hear that Holly was able to track down and source a replacement remote control for your Fan after such a long search.
We really appreciate your kind feedback and are pleased that Holly’s determination and support helped resolve the issue for you.
Thank you for taking the time to share your experience.
Kind Regards,
Tanya - Customer Service Operations Manager
Don't buy Swan Solace jug kettle Metallic Copper- the lid paint peels
Purchased a Swan Solace jug kettle Metallic Copper Body. 16/02/2026 from amazon, amazon only give you 30 days to return the item, within weeks the lid began to peel, I wish now I had purchased the kettle from a shop, it would have been so much easier to return, I will never buy an electrical item from amazon again.
I've missed the 30 day amazon window to return the kettle, the lid has severe paint peel and looks terrible, I presume this is because the lid is plastic but the body of the kettle is metal (obviously) the paint has managed to get into the water of the kettle!
16. helmikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi Deborah,
Thank you for your feedback.
We’re sorry to hear that you have experienced difficulties with your purchase.
We have reached out to you directly to provide further guidance and support. As your order was purchased through Amazon, we wanted to clarify that the standard returns period and the product warranty are separate processes. Although the returns window may have passed, your product may still be covered under warranty, and there may be options available to help resolve the issue.
We have provided information on how to contact the relevant seller or Amazon directly so that your case can be reviewed appropriately.
We hope this information proves helpful and assists you in obtaining a satisfactory resolution.
Kind Regards,
Tanya - Customer Service Operations Manager
Appliances broken within 3 years of having them
In the space of 3 years my microwave, my kettle and my electric bin lid have all broken at different times. I have spent so much money with swan as my whole kitchen is matching with their products. However when I emailed customer services explaining in 3 years, 3 things have broken, they were not interested. Because the warranty had ran out they didn't care. Yet I knew the warranty had ran out and explained that. I've spent alot of money with swan and they didn't care their products only lasted between 2-3 years. There's only 3 of us in the home and I keep my appliances looking nice and clean.
10. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi,
Thank you for your feedback.
We’re sorry to hear of your disappointment and understand your frustration, particularly as you have purchased multiple Swan products over the years.
Following your review, we reached out to request further information so that we could review your concerns in more detail and see whether there was anything further we could do to assist. Unfortunately, we did not receive a response, which meant we were unable to investigate the matter further.
While we appreciate that the products you mention were outside of their warranty periods, we would still have welcomed the opportunity to review the circumstances and discuss your concerns directly.
We’re sorry you feel let down by your experience and thank you for taking the time to share your feedback.
Kind Regards,
Tanya - Customer Service Operations Manager
elle is the best give her a raise
elle is the best give her a raise
10. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi Darcey,
Thank you for your 5-star review!
We’re delighted to hear that Elle made such a positive impression!
Your kind words and recognition of her hard work are greatly appreciated, and we’ll be sure to pass your comments on to her and the wider team.
Thank you for taking the time to share your feedback.
Kind Regards,
Tanya - Customer Service Operations Manager
Great customer service
The customer service team were amazing, really efficient in organising a replacement on my coffee machine warranty.
8. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi,
Thank you for your 5-star review!
We’re delighted to hear that our customer service team were able to assist you efficiently and arrange a replacement for your Coffee Machine under warranty.
We really appreciate your kind feedback and are pleased you had such a positive experience.
Kind Regards,
Tanya - Customer Service Operations Manager
Sara was so helpful
Sara was so helpful - quick to reply and super efficient. I was delighted.
8. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi Lucy,
Thank you for your 5-star review!
We’re delighted to hear that Sara was so helpful, quick to respond, and efficient in assisting you.
We really appreciate your kind feedback and are pleased you were delighted with the service you received.
Kind Regards,
Tanya - Customer Service Operations Manager
Customer service is very quick and…
Customer service is very quick and efficient. Holly was very professional and friendly. Thank you Holly
4. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi,
Thank you for your 5-star review!
We’re delighted to hear that our customer service was quick and efficient, and that Holly was professional and friendly throughout your experience.
We really appreciate your kind feedback and will be sure to pass your comments on to Holly.
Kind Regards,
Tanya - Customer Service Operations Manager
Systemic defects ruined my kitchen floor. Avoid the Crossover!
I have had an absolute nightmare with the Swan Dirtmaster Crossover. I purchased two units directly from Swan (one as a gift). BOTH machines suffered major structural failures where the clean water tanks cracked due to intense vacuum pressure during the self-cleaning cycle.
Swan sent me a full replacement machine because the tanks were out of stock. Unbelievably, the brand-new replacement machine has now cracked in the exact same spot after minimal use. This is a severe, systemic manufacturing defect.
Worse still, when I moved the docking station, I discovered the tray's rubber feet had left permanent chemical "migration stains" across my luxury vinyl tile (LVT) kitchen flooring. The marks are perfect geometric "coffee rings" matching the feet. Page 24 of Swan's own manual admits the rubber components contain phthalates (chemicals known to ruin vinyl) yet they market this machine as safe for vinyl and provide zero warnings.
When I complained about the property damage, Swan's Quality Assurance team blamed the staining on a "water leak" from my temporary tape repair on the first broken tank. This ignores basic physics, water cannot seep through a solid plastic tray to form mathematically perfect circular pressure rings while leaving the floor plank seams bone dry.
While Swan eventually sent me a Tower AquaVac Pro as a goodwill gesture because they have no Crossover stock left, they have completely dodged responsibility for ruining my kitchen floor. Avoid this machine if you value your flooring or want a tank that lasts more than a few weeks.
17. huhtikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi Bree,
Thank you for your feedback.
We are sorry to hear that you remain dissatisfied with the outcome of your case.
Following a thorough review by our Quality Assurance team, we were unable to identify a manufacturing fault relating to the concerns raised. The findings of our inspection were communicated to you during our correspondence.
Despite this, and in recognition of the inconvenience caused, we provided an alternative replacement product as a gesture of goodwill when the original model was no longer in stock.
We appreciate that you disagree with our findings regarding the damage reported to your flooring. However, after reviewing the information and evidence provided, we have been unable to establish that the flooring issue was caused by a manufacturing defect with the product.
We understand this is not the outcome you were hoping for and thank you for taking the time to share your feedback.
Kind Regards,
Tanya - Customer Service Operations Manager
Excellent old fashioned customer…
Excellent old fashioned customer service from Chioma this week. Thank you for going above and beyond to resolve my issue.
4. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi,
Thank you for your 5-star review!
We’re delighted to hear that Chioma provided such excellent customer service and went above and beyond to resolve your issue.
We really appreciate your kind feedback and will be sure to pass your comments on to Chioma.
Kind Regards,
Tanya - Customer Service Operations Manager
Good old fashioned customer service for…
Good old fashioned customer service for the digital age!
Holly (Support) was incredible! She responded to my query within 14hrs! And I'd left it late, so it was after business hours, but first thing the next morning, there was Holly with a response! 5 stars for Holly and the support team!
Sadly, the replacement part I was looking for is NLA (No Longer Available), which is a pity because it just means one more device may be destined for the recycling mountain. But, in the old adage of "Improvise, adapt and overcome", I shall not sit back and watch a trusty Swan product die! I'll fix it, somehow!
Thanks again Holly, and Swan.
2. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi,
Thank you for your 5-star review!
We’re delighted to hear that Holly was able to respond so quickly and provide the support you needed.
While we’re sorry that the replacement part was no longer available, we truly appreciate your understanding and positive attitude. It’s wonderful to hear that, despite the outcome, you were pleased with the service you received.
Thank you for your kind words about Holly and the team, and for your continued support of Swan products.
Kind Regards,
Tanya - Customer Service Operations Manager
Returning an item
Sara went above and beyond to help with my returning an item. Two were sent out to me. I thought I ordered one but of course, it could have been an error on my part.
She even printed out the returns label as I don't have a printer at this time. All done in a courteous manner. More than happy with the service. I love Swan Products
2. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Swan Brand
Hi Kim,
Thank you for your 5-star review!
We’re delighted to hear that Sara was able to assist with your return and go above and beyond to make the process as easy as possible for you.
It’s wonderful to hear that you were happy with the courteous service you received, and we really appreciate your kind comments and continued support of Swan products.
Kind Regards,
Tanya - Customer Service Operations Manager
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