I have a swan Nordic air cooler and my remote control stopped working, I contacted swan and spoke to a lovely kind lady by the name of Diane she told me she would contact the warehouse but couldn’t... Vis mer
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Really good customer service. My original order failed to be delivered, but a replacement was sent out with an alternative courier without delay. Very pleased with my cast iron roaster tray now that i... Vis mer
Selskapet har svart
Absolutely appalled by entire service - AVOID. Ordered a kettle and toaster pair and they incorrectly sent me two toasters. Have been trying to sort it out and get the correct item dispatched, howeve... Vis mer
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... Vis mer
Selskapet har svart
Informasjon om virksomheten
Skrevet av virksomheten
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.
Kontaktopplysninger
PO Box 3117, ST4 9GD, Stoke on Trent, Storbritannia
- 0333 220 6050
- customerservice@swan-brand.co.uk
- swan-brand.co.uk
4,4
Enestående
5k anmeldelser
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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. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. februar 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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
Joseph and the Technical Support team…
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 (stains that we had tried multiple times to get rid off but all other products failed)
When it had an issue we were so gutted but Joseph and the team at Swan made getting a replacement so easy and smooth. A delight to deal with
1. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi Ben,
Thank you for your 5-star review!
We’re delighted to hear that Joseph was able to resolve the issue quickly and make the replacement process smooth and straightforward for you.
It’s also fantastic to hear how pleased you’ve been with the results from your Dirt Master Pro and that it has helped tackle stains that other products couldn't remove.
We really appreciate your kind feedback and are pleased you found the team a delight to deal with.
Kind Regards,
Tanya - Customer Service Operations Manager
Helpful and efficient
Ordered the hand held vacuum but this was faulty, notified customer care sent a pic and video and a replacement was sent straight out and I didn’t have to go through all the inconvenience of posting back etc, very helpful and efficient! Elle on customer service was great helpful and speedy replies
22. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi Ami,
Thank you for your 5-star review!
We’re sorry to hear your handheld vacuum was faulty, but we’re delighted that it was resolved quickly and with minimal inconvenience for you.
We’re especially pleased that Elle was able to assist with fast, helpful responses and arrange a swift replacement.
We really appreciate your kind feedback!
Kind Regards,
Tanya - Customer Service Operations Manager
We bought one of the Air Conditioning…
We bought one of the Air Conditioning units from Currys (5000BTU) its a thin upright machine.
It arrived on time well boxed and VERY well built!, I couldnt get my head around the instructions as it kept asking you to "NOTE" and then it would refer you to something else whilst explaining another thing instead of keeping it staight forwards.
I turned it on and the fan is WAYYYY too loud! in fact we own serveral other Delonghi AC units and they are full size and much more quieter.
The machine only blows out lukewarm air even with the fridge element on so where is the cold air its supposed to blow out, so I made a long email explaining this and received a reply asking me to send in a video showing whats wrong, How do I send a video showing its blowing almost room temp air and gmail wont allow the file size?
I appreciate that Swan replied but I am only asking a straight forwards question surely?
28. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi Pete,
Thank you for your feedback.
We’re sorry to hear that you were disappointed with your experience and that you felt your query was not resolved.
In order to investigate the concerns you raised regarding the performance of the unit, we requested some additional information and evidence to help us understand the issue and determine the most appropriate course of action. Unfortunately, we did not receive any further correspondence and, as a result, have been unable to investigate the matter further.
We appreciate you taking the time to share your feedback and would still welcome the opportunity to assist should you wish to get back in touch with our customer service team.
Kind Regards,
Tanya - Customer Service Operations Manager
Really pleased with the service Diane…
Really pleased with the service Diane was lovely and has ordered me the part I was looking for
29. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi,
Thank you for your 5-star review!
We’re delighted to hear that Diane was able to help and arrange the part you needed.
We really appreciate your kind feedback and are pleased you’re happy with the service.
Kind Regards,
Tanya - Customer Service Operations Manager
Im awaiting the delivery of my airfryer…
Im awaiting the delivery of my airfryer but what i can say kieley was quick at responding to my emails and sorted my issue out extremely quickly and stayed professional at all times ive never had an issue with swan its always been great 👍 Thank you 😊
26. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi Hailey,
Thank you for your 5-star review!
We’re delighted to hear that Keighley was able to respond quickly, remain professional, and resolve your issue promptly while you await your Air Fryer delivery.
We really appreciate your kind feedback and your continued support of Swan.
Kind Regards,
Tanya - Customer Service Operations Manager
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