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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Veja o que dizem as avaliações
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
Detalhes da 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 contato
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 avaliações
Sem histórico recente de pedidos de avaliações
Esta empresa não convidou os respectivos clientes recentemente, portanto as avaliações podem não ser representativas
Respondeu a 96% das avaliações negativas
Normalmente responde dentro de 1 semana
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Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
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 de janeiro de 2026
Avaliação não solicitada
Resposta da 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 de junho de 2026
Avaliação não solicitada
Resposta da 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 de junho de 2026
Avaliação não solicitada
Resposta da 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 de junho de 2026
Avaliação não solicitada
Resposta da 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 de junho de 2026
Avaliação não solicitada
Resposta da 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 de abril de 2026
Avaliação não solicitada
Resposta da 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 de junho de 2026
Avaliação não solicitada
Resposta da 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 de junho de 2026
Avaliação não solicitada
Resposta da 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 de junho de 2026
Avaliação não solicitada
Resposta da 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 de junho de 2026
Avaliação não solicitada
Resposta da 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 de maio de 2026
Avaliação não solicitada
Resposta da 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 de maio de 2026
Avaliação não solicitada
Resposta da 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 de maio de 2026
Avaliação não solicitada
Resposta da 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 de maio de 2026
Avaliação não solicitada
Resposta da 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
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 de maio de 2026
Avaliação não solicitada
Resposta da 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 de maio de 2026
Avaliação não solicitada
Resposta da 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 de maio de 2026
Avaliação não solicitada
Resposta da 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 de maio de 2026
Avaliação não solicitada
Resposta da 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 de maio de 2026
Avaliação não solicitada
Resposta da 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 de maio de 2026
Avaliação não solicitada
Resposta da 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
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