I was trying to source a kettle filter for my Swan retro kettle. Swansupoort (juliia) has been so helpful and explained she would try to find me one. Kept me informed when she had found one and afte... Ver mais
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Leia as opiniões dos outros
Nope! Imagine this, my old fridge I purchased second hand and lasted me 15 years. I purchased this one and just 3 years later - it’s broken. No misuse, just a normal person using a fridge. After a yea... Ver mais
My swan carpet cleaner had broke, I assumed it was the tank. Got in contact with the support team and they sent me a replacement part straight away. I was wrong and that was not the part that had brok... Ver mais
A empresa respondeu
I have just made 2 further purchases from Swan this week which arrived quickly. i also contacted them to see if I could purchase a spare part for another item I already have which was not on the spar... Ver mais
A empresa respondeu
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
4,4
Excelente
5 mil opiniões
Sem histórico recente de solicitação de opiniões
Esta empresa não convidou os clientes recentemente, pelo que as opiniões podem não ser representativas
Respondeu a 96% das suas opiniões negativas
Geralmente responde dentro de uma semana
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
Excellent customer service
Excellent customer service , always a quick clear response
17 de julho de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Mandy,
Thank you for your 5-star review!
We’re delighted to hear that you received excellent customer service with quick and clear responses throughout.
Thank you for taking the time to share your feedback. We really appreciate your kind words.
Kind Regards,
Tanya - Customer Service Operations Manager
Excellent customer service
I completely messed up my order and the amazing Ezmie sorted everything out for me and was so kind and helpful. The items are beautiful and I will definitely be purchasing from Swan again in the future. Thank you so much.
16 de julho de 2026
Opinião espontânea
Resposta da Swan Brand
Hi,
Thank you for your 5-star review!
We’re delighted to hear that Ezmie was able to help resolve your order and provide such kind and helpful service.
We're also pleased to hear you're happy with your items, and we look forward to welcoming you back again in the future.
Thank you for your lovely feedback. We’ll be sure to pass your comments on to Ezmie.
Kind Regards,
Tanya - Customer Service Operations Manager
Excellent Customer Service gone above and beyond
I have just made 2 further purchases from Swan this week which arrived quickly. i also contacted them to see if I could purchase a spare part for another item I already have which was not on the spare parts list. Joseph replied to my query very promptly and found the part I required and has already arrange the delivery. I did not expect them to send without requesting any payment, however that is exactly what Joseph has done. A grateful customer, excellent service, Thank you Joseph
15 de julho de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Jane,
Thank you for your 5-star review!
We’re delighted to hear that you’ve had another positive experience with us and that Joseph was able to source the spare part you needed so quickly.
Thank you for your continued support and your kind feedback. We’ll be sure to pass your lovely comments on to Joseph.
Kind Regards,
Tanya - Customer Service Operations Manager
Kettle went wrong when it was 15 months…
Kettle went wrong when it was 15 months old. Very pleased to see that it had a 2 year guarantee. Contacted customer services, provided proof of the item and fault and a new kettle arrived a few days later...thanks to Holly for organising it.
14 de julho de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Sarah,
Thank you for your 5-star review!
We’re delighted to hear that Holly was able to assist with your warranty claim and arrange a replacement Kettle so quickly.
Thank you for your kind feedback. We’ll be sure to pass your lovely comments on to Holly.
Kind Regards,
Tanya - Customer Service Operations Manager
Swift responses and the issues was…
Swift responses and the issues was resolved quickly without any resistance.
14 de julho de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Jonathan,
Thank you for your 5-star review!
We’re delighted to hear that our customer service team responded quickly and resolved your issue promptly and without any hassle.
Thank you for your kind feedback. We really appreciate you taking the time to share your experience.
Kind Regards,
Tanya - Customer Service Operations Manager
Faulty Nordic Cooler
I purchased a Nordic cooler paud xtra to get it quickly.it worked for one day then kept swuching off after 6 minutes including the cooling part i could get the fan back on.i phoned , took pictures emaimed explained what was wrong. Got automatic emails.luckily i had kept the packaging. Iasked if they could pick it up as i have mobiliario issues. No response. I sent it back it arrived on July 2. I emailed to ask what was happening with my refund.i just got an email saying tbey will close the account in a couple of days . The office is closed its Saturday. I did get an email today ?! Looks like im going to have to complain. I mentioned im disabled pensioner and i need to buy something else as they couldnt replace it . Totally fed up listening to patronising voicemail ...So maybe its qhere you live that counts?
19 de junho de 2026
Opinião espontânea
Resposta da Swan Brand
Hi,
Thank you for taking the time to share your feedback.
We’re sorry to hear about the difficulties you experienced with your air cooler and appreciate how frustrating this situation must have been.
Having reviewed your case, we can see that our team requested some further information from you so that we could look into your query and assist you further. Unfortunately, we did not receive a response to our request, which meant we were unable to progress the matter or reach out to you with a resolution.
We’re sorry that we were unable to assist you further on this occasion. If you would still like us to look into your case, please get back in touch with our Customer Service team, and we will be happy to review this with you.
Kind Regards,
Tanya - Customer Service Operations Manager
One of the wheels on my cooler has…
One of the wheels on my cooler has cracked. I emailed customer service. Joseph responded very promptly, sources a spare wheel and posted it within 24 hours.
Excellent customer service and a positive response. Thank you
9 de julho de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Yasmeen,
Thank you for your 5-star review!
We’re delighted to hear that Joseph was able to source the spare wheel for your cooler and provide such prompt service.
Thank you for your kind feedback. We’ll be sure to pass your lovely comments on to Joseph.
Kind Regards,
Tanya - Customer Service Operations Manager
Great experience I've brought multiple…
Great experience I've brought multiple items im so happy with them all. Prices are reasonable item are great.
Customer service was excellent Ellie was so nice & helpful im looking forward working with this company alot more in the coming future
9 de julho de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Denise,
Thank you for your 5-star review!
We’re delighted to hear that you’re happy with your purchases and that Ellie provided such excellent service.
Thank you for your kind feedback and continued support. We look forward to serving you again in the future.
Kind Regards,
Tanya - Customer Service Operations Manager
Jilija was very helpful
Jilija was very helpful. They were excellent!
8 de julho de 2026
Opinião espontânea
Resposta da Swan Brand
HI Karin,
Thank you for your 5-star review!
We’re delighted to hear that Julija was so helpful and provided you with excellent service.
Thank you for your kind feedback. We’ll be sure to pass your comments on to Julija.
Kind Regards,
Tanya - Customer Service Operations Manager
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 de julho de 2026
Opinião espontânea
Resposta da 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 de junho de 2026
Opinião espontânea
Resposta da Swan Brand
Hi Debbie,
Thank you for your feedback.
We’re very sorry to hear about your experience and sincerely apologise for the disappointment and frustration caused.
During the recent spell of exceptionally warm weather, we experienced an unprecedented 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 how frustrating this must have been, particularly after selecting next day delivery.
Following your review, we attempted to contact you to investigate your order and provide a resolution. Unfortunately, as we did not receive any further information, we have been unable to look into your case.
If you are still experiencing any issues, we would be more than happy to help. Please contact our customer service team quoting your order number so we can investigate this for you.
Kind Regards,
Tanya - Customer Service Operations Manager
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 de junho de 2026
Opinião espontânea
Resposta da 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 de junho de 2026
Opinião espontânea
Resposta da 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 de junho de 2026
Opinião espontânea
Resposta da 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 de junho de 2026
Opinião espontânea
Resposta da 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 de maio de 2026
Opinião espontânea
Resposta da 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 de junho de 2026
Opinião espontânea
Resposta da 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 de junho de 2026
Opinião espontânea
Resposta da 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 de junho de 2026
Opinião espontânea
Resposta da 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 de fevereiro de 2026
Opinião espontânea
Resposta da 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
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