Swan Reviews

I ordered a powerplush turbo cordless vacuum however a power turbo (incorrect model) was delivered. I did not open the box and promptly emailed customer service as they're phone lines are down due to covid, I waited 10 days for a response. Once I got a reply they asked me to check inside the box so I checked the model number on the vacuum and it was for the wrong model. They did offer sending the additional powerplush vacuum attachment as she said it was essentially the same however I declined and said I wanted the exact powerplush model/ design/ packaging etc. They also reassured me that these picking and packing mistakes in the warehouse are 'very rare but unfortunately, not unheard of.' I returned the vacuum and they arranged sending me another. The replacement arrived and was again exactly the same - the wrong outer box and the wrong model number on the vacuum. I knew there was a specific box for the powerplush and also the colours of the vacuum/attachments for the powerplush turbo are different from the power turbo. However they had included the powerplush attachment in the box (which I later realised they had also done with the first order). This is not the right vacuum that I ordered and paid more for! The incorrect packaging is misleading and it feels as though they are cutting corners to send the older power turbo model/packaging and adding in the powerplush attachment to try and satisfy customers. I understand that the powerplush turbo attachment can be bought separately and has value but the cordless vacuum itself without the powerplush head looks like the power turbo, cheaper model. If I wanted the power turbo with the powerplush attachment, I would have bought that. I emailed Swan on the day the second vacuum arrived, now 4 days ago and have not had a response. For the sheer inconvenience of me again having to return the product and the fact I need a vacuum cleaner, I kept this second vacuum that was sent. However I feel very disappointed and misled in the service I received and I would not recommend buying from Swan directly. I am happy with the product itself so far however I thought by shopping with the retailer directly I would at least receive good quality customer service however it is far from it.

I had a very bad experience with my first order from Swan. First, the one day delivery turned out to be a one week delivery. Second, I received an item that was not as advertised on their website. To be more precise, a microwave that they advertised as having an output power of 800 watts had only 700 watts (as I discovered in the product’s instructions manual). This may not seem much but it is quite the difference in terms of performance. Obviously I felt misled and disappointed and tried to get in touch with customers support. After days of waiting the answer came in telling me that if I am not happy with the product I should just return it and ask for a refund. Which I did, obviously. But I was expecting some sort of apology or explanation or anything. In the meantime they changed their description of the product to a more accurate one but that doesn’t change the hassle I’ve been through writing emails, waiting for days for answers, repacking and looking for return points, waiting for weeks for the refund so I can buy another microwave. The cherry on top: they deleted my review of the product in which I warned other people about the mistake in the product description. All in all, I wouldn’t recommend this company because of how they handled this situation. Who knows how many of their products have false information on their website. Maybe its their strategy, hoping people won’t notice or just don’t want to go through the hassle of returning items. Also, they shouldn’t be deleting fair reviews.Edit: My email address was verified. There was no reason for my review to be deleted.And this just goes to show, when you write to customer support you wait for 3 days for an answer but when you leave a bad review on Trust Pilot you get an answer within an hour, even if it’s Christmas Eve. They don’t really care about the satisfaction of the customer but just about their public image.