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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Har svart på 96 % av de negative anmeldelsene sine
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I purchased a Swan Cooling Fan
I purchased a Swan Cooling Fan. I never received an email confirmation.
The money had been taken from my bank account, but luckily took a phot of my order number when placed.
I still hadn’t received an email so contacted Swan with my order number. I received an email saying that my order had been delivered and that I should go and check with my neighbours.
I wasn’t given a tracking number, but thought I would check with my neighbours. Despite my son being home all week due to half term.
Nothing had been delivered so contacted them again and was told that the order was never handed over.
This is a product that I had been after for some time. I decided to check on the Swan website and the fan was not even an option anymore in the colour I had ordered.
I then received a message from my bank to advise that a refund had been sent by Swan.
I think it’s appalling that they can show something in stock, take your money knowing that it isn’t and then tell you it’s been delivered and to check with your neighbours.
I now can’t get this product as it is out of stock from other retailers.
I will not buy from Swan again
27. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi Mrs Keeting,
Thank you for your feedback.
We are very sorry for the disappointment and frustration caused by your experience.
Unfortunately, due to an unexpected stock issue, we were unable to fulfil your order and a full refund was issued. We appreciate that this was particularly disappointing given that you had been trying to purchase this specific fan and were unable to source it elsewhere.
Following your review, we reached out directly and offered a discount on an alternative product as a gesture of goodwill. Whilst we understand this was not the outcome you had hoped for, we were pleased to be able to discuss the matter with you and provide an alternative option.
We sincerely apologise for the inconvenience caused and appreciate you taking the time to share your feedback, as it helps us improve our processes and communication moving forward.
Kind Regards,
Tanya - Customer Service Operations Manager
Our swan dirtmaster stopped working so…
Our swan dirtmaster stopped working so we contacted swan/tower. We had a lovely girl called Elle who apologised for the product not working and offered us a replacement.
26. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi Gillian,
Thank you for your 5-star review!
We’re sorry to hear your Swan Dirtmaster stopped working, but we’re delighted that Elle was able to assist you and arrange a replacement.
We really appreciate your kind feedback and are pleased you’re happy with the service.
Kind Regards,
Tanya - Customer Service Operations Manager
an issue with an airfryer i bought…
Had an issue with an airfryer i bought from a retailer and after getting nowhere with them I emailed the lovely customer service in swan and they could not be more helpful and accommodating.
The 2 lady's i had the pleasure of interacting with we're extremely pleasant and understanding of my issues and arranged for a replacement extremely fast and stress-less
I cannot state the appreciation I have for their service 5☆
2. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi Valentino,
Thank you for your 5-star review!
We’re delighted to hear that our customer service team were able to step in and resolve the issue with your Air Fryer quickly and without stress after your experience with the retailer.
It’s wonderful to know you found the team helpful, understanding, and efficient, and we really appreciate your kind feedback and support.
Kind Regards,
Tanya - Customer Service Operations Manager
The charger for my hoover broke for the…
The charger for my hoover broke for the second time and Swan sent me yet another new charger. The hoover is nearly 2 years old, excellent customer service. I did have an issue with the email process so had to resort to calling Swan on the phone. Issue resolved eventually. One happy customer 😊
22. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi Caroline,
Thank you for your 5-star review!
We’re sorry to hear you experienced an issue with your Hoover charger, but we’re delighted that a replacement was arranged for you quickly and that the matter was ultimately resolved.
We also appreciate your feedback regarding the email process and apologise for any inconvenience caused in needing to contact us by phone.
We’re really pleased to hear you’re now a happy customer, and we appreciate your kind feedback!
Kind Regards,
Tanya - Customer Service Operations Manager
Had a fault
Had a fault and due to product being under warranty I contact Swan, this was the most easiest experience, my issues was dealt with promptly and quickly, Courtney the girl dealing with the issue was quick replying and efficient. I love swam product
19. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi Julie,
Thank you for your 5-star review!
We’re delighted to hear your issue was dealt with quickly and efficiently under warranty, and that you found the process so easy.
We’re especially pleased that Courtney was able to support you promptly throughout.
We really appreciate your kind feedback and your support for our products!
Kind Regards,
Tanya - Customer Service Operations Manager
Impeccable customer service from Elle…
Impeccable customer service from Elle at Swan. My faulty heater was sorted out swiftly by Elle, customer service agent.
18. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi Mohamed,
Thank you for your 5-star review!
We’re delighted to hear that Elle was able to resolve the issue with your heater quickly and efficiently.
We really appreciate your kind feedback!
Kind Regards,
Tanya - Customer Service Operations Manager
A person on the phone ZOE was very…
A person on the phone ZOE was very helpful and went to great lengths to solve my problem quickly and efficiently
12. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi Ann,
Thank you for your 5-star review!
We’re delighted to hear that Zoe was so helpful and went the extra mile to resolve your issue quickly and efficiently.
We really appreciate your kind feedback!
Kind Regards,
Tanya - Customer Service Operations Manager
Great customer service delivered by…
Great customer service delivered by Diane. Prompt reply to my query, made the process easy for me.
11. 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 provided great customer service and made the process quick and easy for you.
We really appreciate your kind feedback!
Kind Regards,
Tanya - Customer Service Operations Manager
Excellent support.
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 kept saying it was outside the 30day return window. We tried to escalate through Amazon but we are still waiting for a response.
We contacted Swan support (Kai), who responded very quickly with an email explaining our rights (with the retailer) under the consumer rights act, and a reference number to quote to the retailer.
Within an hour of me sharing the email with the retailer, they had replied to say they were processing a full refund.
A really excellent service.
11. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi Steve,
Thank you for your 5-star review!
We’re sorry to hear about the issues you experienced with your LFC Kettle and the difficulties you faced with the retailer, but we’re delighted that Kai was able to assist quickly and help you reach a positive resolution.
We really appreciate your kind feedback and are pleased everything was resolved for you.
Kind Regards,
Tanya - Customer Service Operations Manager
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. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Swan Brand
Hi Sophie,
We’re very sorry to read of your experience and completely understand your frustration regarding the issues with the return and collection process for your Microwave.
This is certainly not the level of service we aim to provide, particularly when you had already experienced an issue with the condition of the item received.
Following your review, we did reach out directly to request some further information so we could investigate this properly and work towards a resolution for you, however unfortunately we have not yet received a response.
We would still very much like the opportunity to assist further and resolve this matter, so please do get back in touch with us if you are willing for us to help.
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. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra 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
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