Swords Kingdom UK 

Reply from Swords Kingdom UK

Jul 7, 2025

Dear Buyers & Visitors, Customer placed an order on 22nd February 2025. We reached out to inform that the item was unfortunately out of stock and kindly requested that they select an alternative product. We did not receive a response at that time.

On 7th March 2025, the customer contacted us asking for an update on their order. We explained again that the item was unavailable and requested that they choose a replacement, providing links to alternative options. However, we did not receive a reply.

The customer reached out again on 16th March 2025, at which point we reiterated the situation and shared that the item was a wedding gift needed for 28th May 2025. We then sent reminder emails on 18th March and 23rd March. On 26th March 2025, the customer finally responded and agreed to select a replacement.

After this, we did not receive confirmation on which replacement item the customer wanted. On 11th April 2025, the customer responded again, this time requesting a refund, the customer opened a payment dispute and won the case without responding to our emails or allowing us the opportunity to resolve the issue directly. Once the dispute open’s we are unable to process refund.

Throughout this entire process, we maintained consistent, respectful, and transparent communication with the customer. We made every effort to resolve the matter according to the customer's wishes and were always available to assist.

To our surprise, a negative review was posted without any further contact or final discussion.

We fully acknowledge that there were some delays on our side as well; however, we always responded promptly whenever we received a reply from the customer.

We believe this negative feedback does not reflect the full context of the situation or the sincere efforts we made to assist. We remain committed to providing the best possible service and hope this explanation clarifies our side of the story.

Thank You - SwordsKingdom

Reply from Swords Kingdom UK

Apr 14, 2025

Hi,

First and foremost, we would like to express our sincere apologies for the inconvenience and frustration you have experienced. We truly understand how upsetting it must have been to not receive your order as expected, and we are genuinely sorry for the delay and lack of communication.

We fully accept that there was mismanagement on our part regarding the processing and dispatch of your order. We take full responsibility for this and do not shy away from acknowledging our mistake. As a company, we are taking steps internally to ensure such issues do not occur again.

However, we would like to respectfully clarify that your payment has been fully refunded. The amount has already been returned to your account, and we have not withheld any part of your money. We understand your frustration, but please rest assured that this is not a scam. There was a genuine issue with the order process, and we have acted to resolve it as quickly and fairly as possible by issuing a full refund.

Since 2009, we have been operating in both the USA and UK markets, and have successfully served thousands of happy customers over the years. Our business is built on trust, honesty, and customer satisfaction. This situation does not reflect our usual standards, and we are working hard to improve our processes to avoid any similar situations in the future.

Once again, we offer our deepest apologies for the inconvenience caused. Your feedback has been taken very seriously, and we are committed to learning from this experience to provide better service going forward.

Thank you for bringing this to our attention. We appreciate your patience and understanding.

Kind regards,

Reply from Swords Kingdom UK

Mar 15, 2025

We sincerely appreciate your patience and understand your frustration regarding this matter. Please allow us to clarify the situation once again.

Your order was initially processed and dispatched as per our standard procedures. However, due to unforeseen customs-related issues, the package was returned to us. As soon as we received the returned item, we reached out to you via email on March 5, 2025, offering a replacement. In response, you informed us that you preferred a refund instead of an exchange.

Acknowledging your request, we immediately escalated the matter to our dispatch and finance teams. As per our follow-up email on March 11, 2025, we confirmed that your refund had been processed. Typically, refunds are credited back to the original payment method within 3–5 business days, depending on your bank's processing times. If you have not yet received the amount, we kindly request you to check with your bank, as delays may sometimes occur due to their internal processes.

At Swords Kingdom, we take customer satisfaction seriously and always strive to provide a seamless shopping experience. We regret that this situation has led to a negative impression, and we truly appreciate your patience while we worked to resolve it. If there’s anything further we can do to assist you, please feel free to reach out.

We value your feedback and hope to serve you better in the future.

Reply from Swords Kingdom UK

Mar 15, 2025

We sincerely regret hearing about your negative experience and understand your frustration. However, we would like to take this opportunity to provide clarity on the situation.

Our company has been a trusted seller of collectible swords since 2013, making us one of the oldest and most reputable businesses in the industry. We are committed to customer satisfaction, and we pride ourselves on offering high-quality products and services.

Regarding your order, it seems there was an issue with the address you provided. Your parcel is in our UK office since last 2 weeks we have tried from Evri and DPD but niether of them accpted your address .On 24th February 2025, we sent you an email informing you of this issue and requesting updated information regarding your shipping address. Unfortunately, we did not receive a response from your side.

In addition to email, we also attempted to contact you through WhatsApp. However, the number you provided was not available on Whatsapp. We have multiple communication channels for your convenience, including:

1.Live Chat(ON STORE)
2.Emails
3.WhatsApp

Customer can reach us from the above mentioned channles.

Just a quick question for you Does given a nagetive feedback resolve the issue?

We understand that situations like this can be frustrating, but we assure you that we are fully committed to resolving any issues in a timely and efficient manner. In response to your query, providing negative feedback may not resolve the issue, and we would much prefer to work with you directly to find a solution. We are more than willing to provide proof of our attempts to contact you and assist with any further steps.

Please let us know how you would like to proceed, There is simple solution to solve this matter,

1. You provide us with your proper and correct address we will rebook it on Monday and it will delivered to you by Wednesday.
2. You remove the Feedback

Furthermore we do not deserve this feedback. There was nothing wrong from our side we contacted you but you didn't provide us proper address.

Thank you for your understanding.

Reply from Swords Kingdom UK

May 25, 2025

Dear Andrew,

Thank you for your review and for bringing your concerns to our attention.

We’re truly sorry to hear that you were not fully satisfied with your experience, and we appreciate the chance to clarify the situation around your order #23663, placed on the 23rd.

We’d first like to sincerely apologize if any of your live chat messages were missed. While we strive to respond to every customer promptly through our support team of five dedicated representatives, there may have been 1–2 instances where your messages didn’t get a timely response. For that, we are genuinely sorry. That said, we did provide multiple updates via live chat and email throughout your order process — including confirmation, dispatch information, and tracking details.

Regarding the email communication issue: the address you attempted to contact was formatted as emailto:support@swordskingdom.co.uk. Unfortunately, this format isn’t valid for sending messages. The correct address is simply support@swordskingdom.co.uk, without the “emailto:” prefix. It seems this may have led to a misunderstanding, but we assure you that we were consistently available through the proper channels.

You also mentioned in your review that the item was well packed and protected — thank you for recognizing that. However, we were surprised to see that a case was later opened stating the item was not received. A full refund was processed, yet the item remains with you and has not been returned. We believe in ethical and fair trade, and this situation has left us at a loss both financially and logistically.

We’re committed to ensuring fairness and a positive experience for every customer. We respectfully request your cooperation in returning the item or repaying the refunded amount to bring this matter to a fair and mutual resolution.

Please feel free to reach out directly at support@swordskingdom.co.uk so we can assist you further.

Thank you once again for your time and feedback.

Warm regards,

Reply from Swords Kingdom UK

Oct 20, 2025

Thank you for your feedback. We would like to clarify a few important points regarding this review.
The customer placed this order before Christmas, and we did our best to arrange dispatch before the holiday. Unfortunately, due to extreme seasonal shipping delays during the Christmas period, we were unable to have the item delivered in time. For that, we sincerely apologise.
However, some of the claims in this review are not accurate:
* We are available 24/7 through WhatsApp, email, and live chat, and we always respond to customer queries as quickly as possible. We never ignore customer messages.
* The customer did receive a full refund for the order, and the refund was processed before this review was posted. We have complete records to prove this and can provide them if required.
We understand the frustration caused by shipping delays, especially during holiday seasons, but calling our business “crooks” or “thieves” is unfair and incorrect, especially when the customer has already been refunded.
We remain committed to customer satisfaction and are always available to resolve any issues professionally.

Reply from Swords Kingdom UK

Oct 20, 2025

Thank you for taking the time to share your feedback. However, we would like to clarify some details as the claims in this review are not accurate. According to our Shipping Policy, which is clearly mentioned on our website, our standard delivery time is 10–12 business days (including 3 business days for dispatch and 6–9 business days for delivery). Order was placed on 20 January 2025 It was dispatched on 23 January 2025 It was delivered within 10 days, which is within our stated delivery timeframe Therefore, it is incorrect to say that the delivery was late or that we unfairly blamed the courier company. Regarding the sword blade, Customer mentioned that you received a sharpened sword that he did not request. For safety and customs clearance reasons, all swords are shipped with a standard unsharpened or semi-sharpened display edge. We only provide extra sharpening if the customer specifically requests it. The blade was not razor sharp. We have checked all of our email and Live chat records, and there is no communication from the customer requesting a non-sharpened blade or any custom blade instructions. If customer have any proof or screenshots of such communication, please share them with us and we will be happy to review. Regarding return or exchange, He also claimed that we refused a return or a exchange. However, we found no record of the customer contacting us to request a return or a exchange. We have complete records and can provide evidence if required. We always respect honest feedback. However, we cannot accept false or misleading claims made without any proof. If the customer has any evidence to support their statements, we kindly request them to provide it so we can address the matter properly. Unfortunately, negative reviews without valid reasons or a proof, and this appears to be one of those cases. Therefore, we consider this review unfair and misleading and request you to not take it seriously. Thanks Swordskingdom

Reply from Swords Kingdom UK

Jan 15, 2025

after thoroughly reviewing our records, we could not find any order or payment under your name or details. We take pride in our quality craftsmanship and customer service, and we are committed to addressing any genuine concerns. If you could provide an order ID or payment receipt, we would be happy to investigate this further. Without verification, we are unable to address your claims.

Reply from Swords Kingdom UK

Jan 15, 2025

We are sorry to hear about your concerns. However, after cross-checking our records, we could not locate an order matching your details. Customer satisfaction is our top priority, and we always strive to resolve any valid issues promptly. Please provide an order ID or any proof of purchase so we can assist you further. Without this information, we cannot verify the authenticity of your claims.