Following a curt exchange of emails with Ezmie regarding a missing item from my Swan delivery, I didn’t seem to be getting anywhere with my query. I rang and spoke to Joseph who was extremely helpful... Ver mais
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Allison, the customer services executive, was great and processed everything quickly and effectively. A new bin was sent to replace the defective one. She even chased me up by email when I was slow to... Ver mais
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Ezmie in Customer Support was very helpful in procuring a replacement for a faulty remote control for my 16in pedestal fan. I was pleased that I can now continue to use my fan as intended especially a... Ver mais
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Close to the end of my Kettles warranty it stopped working. I contacted Swan's Helpline and received great service from Julija. One email latter with screenshots of model number etc, my replacemen... Ver mais
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Informações sobre a empresa
Escrito pela empresa
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.
Informações de contacto
PO Box 3117, ST4 9GD, Stoke on Trent, Reino Unido
- 0333 220 6050
- customerservice@swan-brand.co.uk
- swan-brand.co.uk
4,5
Excelente
5 mil opiniões
Respondeu a 98% das suas opiniões negativas
Geralmente responde dentro de uma semana
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As pessoas também visitaram
My item was faulty the team replaced it…
My item was faulty the team replaced it and also delivered to my workplace which was very helpful thank you Alison Courtney and Joseph
12 de maio de 2026
Opinião espontânea
Avoid this company!
Sent me a microwave with marks on it, arranged for replacement. Sent me a label that needs to be printed, I dont own a printer or have access to one. Man in the drop off point at coop said he couldn't print label. Arranged for collection and the item wasn't collected, as arranged. I work full time so this is an inconvenience for me. Now going back and forth with emails and getting nowhere! They are messing me about and causing inconvenience through no fault of my own. They are making this a lot harder than it needs to be. Its their fault for not doing proper quality control before sending items and sending me an item with marks on it! Will never purchase from this company again and don't recommend!
11 de maio de 2026
Opinião espontânea
Customer Service
Following a curt exchange of emails with Ezmie regarding a missing item from my Swan delivery, I didn’t seem to be getting anywhere with my query. I rang and spoke to Joseph who was extremely helpful and who came up with a very satisfactory solution to my issue. Thanks Joseph.
11 de maio de 2026
Opinião espontânea
Resposta da Swan Brand
Hi,
Thank you for your 4-star review.
We’re sorry to hear that your initial experience regarding the missing item from your delivery did not meet expectations, however we’re pleased that Joseph was able to assist further and provide a satisfactory resolution for you.
Customer feedback is important to us, and your comments will be taken on board as we continue working to improve the service we provide.
Kind Regards,
Tanya - Customer Service Operations Manager
The staff i dealt with throughout…
The staff i dealt with throughout refund process are a credit to your company xx thanks lovelies xx😊🙏✨️
7 de maio de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Kat,
Thank you for your 5-star review!
We’re delighted to hear that the team provided such positive support throughout your refund process. Your lovely comments really mean a lot, and we’ll be sure to share your kind feedback with the staff involved.
Thank you again for your support 😊
Kind Regards,
Tanya - Customer Service Operations Manager
It was not hassle all the girls were…
It was not hassle all the girls were amazing on providing a new machine for me well keep up the excellent work that yous do 10 out 10
8 de maio de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Aldo,
Thank you for your 5-star review!
We’re delighted to hear that our team made the replacement process hassle free for you and that you found everyone so helpful throughout. Your kind words and 10/10 rating really mean a lot to us.
Thank you again for your lovely feedback and support.
Kind Regards,
Tanya - Customer Service Operations Manager
Ezmie in Customer Support was very helpful
Ezmie in Customer Support was very helpful in procuring a replacement for a faulty remote control for my 16in pedestal fan. I was pleased that I can now continue to use my fan as intended especially as the fan was still very much little used. Thank you.
7 de maio de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Paul,
Thank you for your 5-star review!
We’re delighted to hear that Ezmie was able to assist you in sourcing a replacement remote control for your pedestal fan. It’s great to know you can now continue using your Pedestal Fan as intended.
We really appreciate your kind feedback.
Kind Regards,
Tanya - Customer Service Operations Manager
Great service to replace defective bin
Allison, the customer services executive, was great and processed everything quickly and effectively. A new bin was sent to replace the defective one. She even chased me up by email when I was slow to reply which was great as I kept forgetting! thank you
6 de maio de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Robert,
Thank you for your 5-star review!
We’re delighted to hear that Allison provided such great support and was able to process everything quickly and effectively for you. It’s wonderful to know your replacement bin was arranged smoothly and that her follow-up communication was helpful too.
We really appreciate your kind feedback and will be sure to pass this on to Allison.
Kind Regards,
Tanya - Customer Service Operations Manager
Don’t buy Swan’s Nordic Style kettle
We’re unfortunately unable to find a receipt for our purchase of this product of approximately 12-18 months ago, so will be unable to obtain a refund or replacement. The faux wood handle is peeling, showing unsightly patches of the underlying plastic; the main body of the kettle, which is in a similar “soft touch” coating, stains very easily – stains cannot be removed as using anything remotely abrasive would damage the surface; the kettle is very noisy; and the outer body gets very hot (I know it’s a kettle, but I mean VERY hot, like it’s poorly insulated). If you Google this product you will find that these are all known issues, yet it is still on the market. If you read the 1-star reviews on Amazon, there are numerous reviews duplicating our experience, and worse (leaks, electrical faults, poor customer and returns experience). This is not a cheap kettle either, so we expected it to easily outlast our previous cheap and cheerful ones, especially with it being a well known brand. My message? Don’t buy this kettle, or the matching Swan Nordic Style toasters, microwaves etc as as far as I can see these all have the same not-fit-for-purpose faux wood on them.
..........................
Update 11/05/2026: I’ve increased my star rating from 1 star to 2 stars based on the good customer service response received from Tanya – I was offered an FOC replacement kettle despite not having my retailer receipt, which I appreciated. I chose not to accept this offer as my existing kettle, whilst not perfect, is functional, and it seems wasteful to have a new one when the same fault is likely to occur in a year’s time. I’m unwilling to offer more than 2-stars as I maintain that the design/materials of this product are flawed and that it should no longer be on the market without some modification. Other people are going to continue to buy the same product, as well as other items in the range; they’re going to raise complaints with Swan; Swan are going to offer them replacements; leading to the consumption of more material and logistics wastage. I haven’t looked but I imagine Swan, like other big businesses, will have a Corporate Social Responsibility policy or an ISO 14001 environmental accreditation. I ask the question, are these purely box-ticking exercises to make them look good, or are they actually worth the paper they’re written on? In fact, I have just looked and Swan does have a shiny website page which encourages its customers to ‘live more sustainably’, promoting the six categories of Reduce, Recycle, Reuse, Repurpose, Refuse, and Rethink. Unfortunately, in my experience, I don’t think Swan and their Nordic product range live up to these standards.
6 de maio de 2026
Opinião espontânea
Resposta da Swan Brand
Hi David,
We’re very sorry to read of your disappointment with your Swan Nordic Kettle and the experience you’ve described.
Following your review, we did reach out directly in an attempt to resolve this matter and offer assistance, however unfortunately we have not yet received a response.
Although proof of purchase is normally required to validate warranty cover, we were still keen to discuss the concerns raised and work towards a suitable resolution for you. Customer feedback is important to us, and we genuinely regret that your experience has left you feeling disappointed with both the product and our brand.
If you would still like assistance, we would be more than happy to hear from you and help further.
Kind Regards,
Tanya - Customer Service Operations Manager
I bought a kettle which was faulty and…
I bought a kettle which was faulty and sent it back and requested a refund. I will havent received the refund after a week. They maintain it has to come from the warehouse which has thousands of products to customer services before a refund is submitted. I suggest think again before buying from Swan.
24 de abril de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Elizabeth,
Thank you for your feedback.
We’re very sorry for the delay and frustration caused while waiting for your refund, and we completely understand your concerns.
Our returns process requires confirmation from our warehouse team that the item has been received and verified before a refund can be issued. This is a standard procedure to ensure accuracy, although we appreciate it can sometimes cause delays.
We can confirm that your refund has now been processed.
We appreciate you taking the time to share your experience, as your feedback helps us to continue improving our service.
Kind Regards,
Tanya - Customer Service Operations Manager
EXCELLENT SERVICE
EXCELLENT SERVICE
Joseph sorted me out with my issues with my egg boiler / poacher & went above & beyond for me
1 de maio de 2026
Opinião espontânea
Resposta da Swan Brand
Hi,
Thank you for your 5-star review!
We’re delighted to hear that Joseph was able to sort out your issue with your egg boiler/poacher and went above and beyond to help you. It’s great to know you were so pleased with the service you received.
Kind Regards,
Tanya - Customer Service Operations Manager
Customer Services were quick to respond to me and sort the matter out!
I bought a kettle on line, but couldn't get the site to accept that I was I was a new customer and allow a discount. (I contacted Customer Services, who were happy to put that right immediately.]
I look forward to the kettle!
29 de abril de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Vivien,
Thank you for your 5-star review!
We’re delighted to hear that our Customer Service team were quick to respond and able to resolve the issue for you straight away. It’s great to know they could help ensure you received your discount without any hassle.
We hope you enjoy your new kettle and really appreciate your kind feedback.
Kind Regards,
Tanya - Customer Service Operations Manager
I have not had such excellent customer…
I have not had such excellent customer service for a long time
I gifted my daughter a crossover floor cleaner which had a leak after several months, contacted customer service had a lovely speedy reply from Allison who said they are sending a replacement, I was so surprised as you just don’t get that kind of customer service any more will not hesitate to buy you again thank you.
28 de abril de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Patricia,
Thank you for your 5-star review!
We’re delighted to hear that you had such a positive experience with our customer service team. It’s wonderful to know that Allison was able to respond quickly and arrange a replacement for you.
We really appreciate your kind words and your support, and we’re so pleased we could help.
Kind Regards,
Tanya - Customer Service Operations Manager
Kettle warranty…
Close to the end of my Kettles warranty it stopped working.
I contacted Swan's Helpline and received great service from Julija.
One email latter with screenshots of model number etc, my replacement was confirmed and being dispatched.
Totally stress-free and so helpful.
28 de abril de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Peter,
Thank you for your 5-star review!
We’re sorry to hear your kettle stopped working, but we’re delighted that Julija was able to provide such helpful and stress-free support. It’s great to know your replacement was arranged quickly and efficiently.
Kind Regards,
Tanya - Customer Service Operations Manager
Elle from swan products
Elle from swan products was amazing and dealt with my issue very quickly and it was resolved
27 de abril de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Rachel,
Thank you for your 5-star review!
We’re delighted to hear that Elle provided amazing support and was able to resolve your issue so quickly. It’s great to know you were pleased with the service you received.
Kind Regards,
Tanya - Customer Service Operations Manager
Excellent Customer Service
Excellent Customer Service, I've had an issue with an appliance and the warranty and replacement process was really easy and the CS Team were super responsive to all my questions and kept me updated the whole time. Elle & Julija were great.
27 de abril de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Kristie,
Thank you for your 5-star review!
We’re delighted to hear that the warranty and replacement process was easy and that our customer service team kept you updated and responded promptly throughout. It’s wonderful to know that Elle and Julija provided such great support.
Kind Regards,
Tanya - Customer Service Operations Manager
Had a swan electric cooker and worst…
Had a swan electric cooker and worst experience as doesn't cook food properly, bout ur old and already have had it repaired due to issues.
Wouldn't ever go with another one again.
Gets hot quickly but doesn't cook food in middle burns it around edges.
25 de abril de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Jessie,
Thank you for your feedback.
We’re sorry to hear about your experience and appreciate you taking the time to leave a review.
We were unable to locate any contact details from your review to follow up directly, and when we reached out to request further information, we unfortunately did not receive a response. This meant we were unable to investigate your concerns or offer support in this instance.
We would also like to clarify that we do not manufacture electric cookers, and therefore this product would not be one of ours. We would recommend contacting the relevant manufacturer directly, as they will be best placed to assist you further.
We would always encourage customers to contact us directly so we can help ensure any issues are directed to the correct support team as quickly as possible.
Kind Regards,
Tanya - Customer Service Operations Manager
I had an issue with my Alexa controlled…
I had an issue with my Alexa controlled Kettle which had just fallen out of the 2 year warranty by a matter of days! Joseph at customer services was extremely helpful and sorted my issue out for me very quickly!
24 de abril de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Darren,
Thank you for your 5-star review!
We’re sorry to hear you experienced an issue with your Alexa Controlled Kettle, especially just outside of the warranty period, but we’re delighted that Joseph was able to assist and resolve the matter so quickly for you.
Kind Regards,
Tanya - Customer Service Operations Manager
Had to ring about faulty product Sara…
Had to ring about faulty product Sara was brilliant & very helpful she kept me informed of everything that was happening I am getting a replacement product at no extra Sara is a credit to your company
22 de abril de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Isobel,
Thank you for your 5-star review!
We’re sorry to hear about the fault with your product, but we’re delighted that Sara was able to provide such helpful support and keep you informed throughout the process. It’s great to know your replacement has been arranged smoothly, and we’ll be sure to pass on your kind comments.
Kind Regards,
Tanya - Customer Service Operations Manager
Nordic slow cooker
I recently purchased a Nordic slow cooker, beautiful white and no frills just perfect and simple. Unfortunately the lid smashed and broke. I was gutted because I loved it. I got in touch with their customer service team and a young lady called Ezmie helped me. She couldn’t be any nicer and helpful. A credit to Swan team. Thank you so much.
22 de abril de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Vivien,
Thank you for your 5-star review!
We’re delighted to hear how much you love your Nordic slow cooker, and we’re sorry to hear about the lid breaking. It’s wonderful to know that Ezmie was able to help and provide such friendly and helpful support. We’ll be sure to pass on your lovely comments.
Kind Regards,
Tanya - Customer Service Operations Manager
Had problems registering warranty
Had problems registering warranty on line. Customer service (Diane) was brilliant. She also had similar problems with the on line registration process but was able to process the request manually.
22 de abril de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Ian,
Thank you for your 5-star review!
We’re sorry to hear you experienced difficulties with the online warranty registration process, but we’re delighted that Diane was able to assist and process your registration manually. It’s great to know she provided brilliant support.
Kind Regards,
Tanya - Customer Service Operations Manager
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