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... Ver mais
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Veja o que dizem as avaliações
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
A empresa respondeu
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... 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
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
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Very helpful.
Swan were quick to respond to my message and couldn't have been more helpful.
Great communication with the customer service agent who was polite, respectful and professional.
I am very happy with how Swan dealt with my query.
11 de março de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi,
Thank you for your lovely review!
We’re really pleased to hear that our team was able to respond quickly and assist you with your query. It’s great to know that you experienced clear communication and that our customer service agent was polite, respectful and professional throughout.
Your feedback means a lot to us, and we’re delighted that you’re happy with how your enquiry was handled. Thank you for taking the time to share your experience.
Kind Regards,
Tanya - Customer Service Operations Manager
Purchased a Swan Airfryer from a…
Purchased a Swan Airfryer from a catalogue sadly missing the instruction manual, so never able to use. Swan have gone out of their way with no model number and sent the correct manual, can't wait to use now I have instructions. Swan so helpful and prompt to respond when spent months trying with catalogue company and got no further.
10 de março de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Angie,
Thank you for your great review!
We’re really pleased to hear that our team was able to help you track down the correct instruction manual for your Swan air fryer, even without the model number. We understand how frustrating it can be not being able to use a new product, so it’s wonderful to know we could help get things sorted for you.
It’s great to hear that the team were helpful and quick to respond, and we hope you enjoy using your air fryer now that you have the instructions. Thank you for taking the time to share your experience with us!
Kind Regards,
Tanya - Customer Service Operations Manager
Leaky Teasmade but outstanding customer service.…
Although the Swan Teasmades have proven to be leaky - 3 in total and all within 2 years of purchase - the service we received ( from Courtney and Alison) was outstanding with our most recent purchase. They provided a prompt, efficient response to my email and we have received a replacement Teasmade within days. The product may have an inherent leakage/seal problem, but customer service is first class
5 de março de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Cheryll,
Thank you for taking the time to share your feedback.
We’re sorry to hear about the issues you’ve experienced with your Teasmades, but we’re really pleased that Courtney and Alison were able to assist you and provide a prompt replacement. Delivering efficient and supportive customer service is very important to us, so it’s great to know the team were able to help resolve things quickly.
We also appreciate you highlighting the product concerns, as feedback like this is valuable and helps us continue to review and improve our products. Thank you again for your comments and for recognising the efforts of our customer service team.
Kind Regards,
Tanya - Customer Service Operations Manager
Exceptionally helpful
My air fryer had stopped working and was out of warranty - I had contacted Swan to work out what part needed replacing, however, I then discovered that it was actually covered by a 2 year guarantee after all and I was sent a whole new one.
Julija was truly exceptionally helpful and very efficient, thank you for her knowledge and her kind understanding.
9 de março de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Susan,
Thank you for your lovely review!
We’re so pleased to hear that your air fryer was still covered under the two-year guarantee and that we were able to arrange a replacement for you. It’s great to know that Julija was able to assist you so efficiently and provide helpful, understanding support throughout the process.
I’ll be sure to pass your kind words on to Julija, she’ll be delighted to hear your feedback. Thank you for taking the time to share your experience with us.
Kind Regards,
Tanya - Customer Service Operations Manager
Not good at all
I needed a new seal for my swan retro fridge freezer. After much to-ing and fro-ing I eventually bought a replacement from their website. When it arrived it was for the small freezer rather than the fridge. I was also told I couldn't purchase the part from themselves as I hadn't bought the fridge freezer from them directly. I then had a ridiculous time talking to Very (who I didn't purchase it from) but the company I had purchased it from appears to be no more. Not very good experience at all. Have ended up having to buy a new fridge freezer for want of a seal. The part is still sold as a fridge seal - don't be fooled by it.Ridiculous.
19 de fevereiro de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Judy,
Thank you for your feedback.
As we’ve already explained via email, the model you mention is not one we manufacture, which is why the replacement part didn’t fit. We always aim to provide the correct parts for our own products and encourage checking compatibility before purchase.
We understand this was frustrating and regret the inconvenience caused.
Kind Regards,
Tanya - Customer Service Operations Manager
Great customer service
I had an issue with an item i purchased in October. Kai was extremely helpful in getting my item replaced. Looking forward to receiving it. Great customer service
4 de março de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Liz,
Thanks so much for the wonderful review! We're delighted to hear Kai was able to help and provide a great experience. Your feedback means a lot to us.
Kind Regards,
Tanya - Customer Service Operations Manager
Allison was a huge help organising my…
Allison was a huge help organising my replacement. Friendly and helpful manner made it a smooth experience.
4 de março de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Ruth,
We really appreciate your kind review! It's great to hear that Allison provided such helpful support. We’re proud of our team and feedback like yours means a lot.
Kind Regards,
Tanya - Customer Service Operations Manager
Great customer service very clear…
Great customer service very clear regarding information needed and very quick to resolve
Thankyou
4 de março de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Mollie,
We really appreciate your kind review! It’s great to hear that you had such a positive experience with our service. Thank you for taking the time to share your feedback.
Kind Regards,
Tanya - Customer Service Operations Manager
I have a swan kettle and cant find a…
I have a swan kettle and cant find a lid replacement. Can you help?
4 de março de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi,
Thank you for your review.
It looks like you may be looking for assistance with a spare part.
Our customer service team would be happy to help with this, please contact us at customerservice@swan-brand.co.uk with the details of the part you need and they will assist you further.
We look forward to helping you.
Kind Regards,
Tanya - Customer Service Operations Manager
My Swan cordless vacuum …
My Swan cordless vacuum is no longer charging and I contacted the customer service. They were very helpful especially Diane and sorted out a replacement for me.which is now being dispatched. The process was very straightforward and quick. I do hope my new cordless vacuum lives up to its expectations. The previous one I had is discontinued
3 de março de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Frances,
Thank you for your review. It’s lovely to hear that Diane was able to assist in arranging your replacement and help resolve the issue for you. Your feedback means a lot to us and we’ll be sure to share it with her.
Kind Regards,
Tanya - Customer Service Operations Manager
Excellent customer service from Holly.
Excellent customer service from Holly.
Resolved my issue within a day, gave very clear and concise advice.
3 de março de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi,
Thank you for your fantastic 5-star review! We're delighted to hear that Holly was able to provide clear and concise advice. We'll be sure to pass your kind feedback on to her. We really appreciate you taking the time to share your experience.
Kind Regards,
Tanya - Customer Service Operations Manager
I would like to thank Tracy for all the…
I would like to thank Tracy for all the help she has given to resolve a problem that I have had for 18 months. After eventually Tracy taking over my query she has given me the best outcome. Thank you Tracy you are an asset to the company, pity there weren’t more of you.
3 de março de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Teresa,
Thank you for your review. It was lovely to hear how Tracy had supported and resolved your enquiry. Thank's again for your feedback.
Kind Regards,
Tanya - Customer Service Operations Manager
Updating warranty period
I recently bought a fridge/freezer, when I registered for warranty, I got only 1 year when it was meant to be 2 years.
Tracy was very helpful in fixing the warranty period. She was quick on the call and emails and communicated clearly.
Thanks again
2 de março de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Nadj,
Thank you for taking the time to leave us such a great review! It’s lovely to hear that Tracy was able to assist you and make your experience a positive one. We'll be sure to pass your kind words on to them. Thanks again for your support!
Kind Regards,
Tanya - Customer Service Operations Manager
Bad product
I bought a Swan coffee machine, and after a few months, it started making cold coffee in small quantities. When I contacted the company, they asked me to send a video, which I did. Their response was that the machine was working perfectly, despite the coffee being cold and producing very small amounts. Therefore, I advise everyone not to buy this type of coffee machine because it breaks down quickly, and you can't get a refund.
2 de março de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Mr M Ali,
We’re disappointed to see this 1-star review.
We have reached out to you directly to better understand the concerns raised and to see how we could assist. Unfortunately, as we have not been provided with any further information, we’re unable to investigate or resolve the matter further at this time.
If you would still like us to look into this, please feel free to respond to our previous message with additional details and we’ll be happy to help.
Kind Regards,
Tanya - Customer Service Operations Manager
Customer service couldn't have been any…
Customer service couldn't have been any better would 100% recommend swan problem solved and dealt with quickly very happy customer
26 de fevereiro de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Hayley,
We're glad to hear that your enquiry was dealt with promptly. Thank you for taking the time to share your feedback.
Kind Regards,
Tanya - Customer Service Operations Manager
Great customer service - thank you.
Spoke to customer service as part of my appliance had broken. I didn’t expect to hear from anyone for a few days but within hours I had received a response from Tracy who arranged a replacement to be sent out. Great customer service - thank you.
25 de fevereiro de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hello KiB
Thanks for taking the time to leave your valuable comments about the great customer service you received from Tracy in our Customer Services Team here at Swan.
Tracy who helped with your enquiry was delighted to read your kind words.
Keith - Group Customer Services Manager
Great customer service
Great customer service from Courtney after the dirty water tank on my crossover mop cracked. I couldn't find a replacement online so she tracked one down for me and sent it within a couple of days .
20 de fevereiro de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hello Louise
Thanks for taking the time to leave your wonderful Trustpilot review.
At Swan our customers feedback is so important to us.
I was delighted to read how Courtney from our Team helped with your recent enquiry.
Best wishes
Keith - Group Customer Services Manager
Problem product - sorted swiftly
Customer services (Allison) responded in a polite, professional and friendly manner.
Solved the problem swiftly and efficiently.
24 de fevereiro de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Peter
Thanks for taking the time to leave your valuable Trustpilot review.
I was delighted to read how your recent enquiry was handled swiftly and efficiently by Allison from our Team.
Keith - Group Customer Services Manager
I had trouble with my wonderful Tall…
I had trouble with my wonderful Tall Retro Fridge and had great help from Diane on the phone
24 de fevereiro de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hi Caroline
It was so pleasing to read how your recent enquiry was handled by Diane from our Team here at Swan.
Best wishes
Keith - Group Customer Services Manager
Customer Services
Customer Services have been very helpful with arranging a replacement air fryer as mine developed a fault after 2 months.
23 de fevereiro de 2026
Avaliação não solicitada
Resposta da Swan Brand
Hello Lynne
Many thanks for taking the time to leave your wonderful comments.
Here at Swan we understand on rare occasions items may fail and when this does occur we always act quickly to help our customers.
I was delighted to read how our Team helped with your recent enquiry.
Best wishes
Keith - Group Customer Services Manager
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