I ordered the 'Scott Sideboard' from Swoon Editions on 1 Sep. They estimated that I would receive the furniture in November. It was a long time to wait, but the item was exactly what I was looking for.
On 23 Sep., I received an email from Swoon that my account on their system might have been compromised and that my debit card details might have been stolen. I checked my band statement and found that I had several fraudulent transactions. I had to work with my bank to get the money refunded and wait for a new bankcard.
I was contacted by a third-party company, ArrowXL, that handles Swoon's deliveries. They were able to schedule the delivery for 24 Nov. I was assigned a time slot and took the day off of work.
My item never came. I called ArrowXL and they said that they had forgotten to add my delivery to the manifest. They were not able to re-book the delivery until 3 December.
Having learnt my lesson the first time, I decided to call ArrowXL before the second delivery date. They assured me that my item would be delivered. I asked them to double-check and they gave me a time slot and said the delivery was scheduled. I asked them to call the depot.
Arrow XL called their depot and discovered that the item had been lost. I called Swoon to have them check into it further. They said that they would check into it, but several days went past and I never heard back.
I called Swoon again, and after being on hold for 35 minutes, I finally spoke with someone. The best that they could do is order another and make me wait another 3-4 months! As this was totally unacceptable, I requested a refund.
Swoon emailed me a few days later and had the audacity to offer me a voucher for £50. I emailed them back, saying I would never order from them again and that what I really wanted is the furniture that I had ordered. I never heard back.
The whole experience with Swoon has been a total nightmare. After my initial order with them, I ordered several pieces from elsewhere to match it. So I am stuck with those now and don't have the main piece of furniture that I wanted from Swoon.
I was a victim of fraud through their unsecured system. Their delivery service, ArrowXL, is incompetent. Their wait times on the phone are excessive, and their customer service representatives really don't care.
They did nothing to try to get me the item that I ordered. Never order from Swoon Editions! read more