If I could have given no stars I would! Terrible company, awful customer service. Excuse after excuse and only given updates after I had chased them up. Placed order 08/03 with a few weeks delivery..... See more
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Ordered outdoor furniture in February with delivery date of 8th April. Was then told delivery would be 23rd May when I phoned to check they said it would be delayed a further 6-8 weeks. Decided to can... See more
Horrible experience. Bought a piece of furniture. Received an email a few days later telling me it was not in stock and not sure when it would be again. Retailer then lists same item as in stock a wee... See more
Absolutely adore my French Rococo dressing table. It's an absolutely stunning piece of furniture! Customer service were excellent and very friendly and helpful! Delivery was on time and I was emai... See more
Company details
Written by the company
Kemp Mathis LTD is the ultimate in giftware.
Contact info
United Kingdom
- kempmathis@org.co.uk
- www.swaggerhomefurnishings.co.uk
2.2
Poor
56 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
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Terrible Company
Terrible customer service, wouldn't let me refund a product within my 14 days, that was a safety concern to myself and the public. Avoid this company, would not use EVER again! AVOID AVOID AVOID.
4 January 2022
Unprompted review
Reply from Kemp Mathis LTD
Hello Liam,
Thanks for taking the time to leave the review. Sorry to hear you have had a negative experience. I have investigated this and can see that you had reported an issue with your Fairybell tree but did not provide us with the information needed in order to process a return, as per the terms and conditions of the order that you agreed to prior to placing the order, images are required to show any damage or faults so we can properly place a claim with the supplier.
If any product arrives faulty or damaged we request an image or video to show the problem, as soon as the problem is identified and verified we would either arrange a collection or arrange for an exchange. We had requested evidence from you on Dec 1st, Dec 2nd, and again on Dec 3rd to show the issues you were reporting and to see if the tree had been erected properly, unfortunately, none were supplied.
The trees are made for outdoor use and come with heavy-duty guide ropes to secure the tree against the wind, we do not believe in this instance that the guide ropes were used to secure the tree in place which was leading to your problem, we would have been able to verify this with a quick photo. Hundreds of these outdoor trees have been sold this year without issue in some previous instances people had forgotten to attach the guide ropes which leads to the tree, not being stable.
We had been able to identify this previously with a quick photo which enabled us to advise the customer on the ropes which resolved the issue. because you did not supply the information which was requested on multiple occasions within the return period we could not process your request for a return.
Our last email which was sent to you on Dec 27th was not responded to, please respond to the email if you would like to proceed with the return request.
Many Thanks
Swagger Home Furnishings
Great experience !!
After reading some of the reviews I was nervous about placing my order. I needn't have worried the whole process was smooth. My delivery was delayed a day so I called and spoke to the manager Sean, he apologised and said he'd chase it up and he did it arrived next morning. I did ask him about some of the reviews and I felt sorry for them ... He pointed out that they were due to Brexit, Covid and some down to the container blockage. None of which he could control. Anyway I would highly recommend this company. My stuff came on time ( 1 day delay due to courier ) it's excellent quality and was the cheapest price I could find.
Great staff. Great products .... Happy customer. 👌
3 January 2022
Unprompted review
SO SO HAPPY worth the wait
From a genuine customer that was in the thick of it all, awaiting a delivery of my garden furniture. I think the customer service is amazing considering the pressures this company has been under. I was patient and they were patient. Whenever I emailed for an update Within a day I was told the information I required. I honestly think people should give this business a break. If anyone is ordering off them. Look at the reviews before coronavirus and they are spot on. I waited a lot lot longer than I wanted too but I paid an excellent price for the pure quality of my garden furniture. It was 100% worth the wait. I can honestly say I’m delighted. As soon as the shipment arrived at swagger I was given a date and time and the delivery was spot on. I’m so looking forward to summer so we can enjoy a beautiful garden furniture. Thank you so much Swagger I’m so glad I went with my gut and trusted you
17 December 2021
Unprompted review
I wouldn't recommend this company to…
I wouldn't recommend this company to anyone, good at taking your hard earned cash but any problems and they just fob you off, I've been waiting since the 11/06/21 for a replacement for garden furniture that arrived damaged, I've messaged them on numerous occasions only to be told the same message ( our supplier hasn't got a docking date yet ) this furniture wasn't cheap it cost me £1899.00. Finally received replacement 17th November with the help of the spotlight team. ........Replying to the message received 0n 4/3/22 at NO point was I offered any compensation for the delayed replacement part, but however I was offered not once but twice £30 part refund if I took this review Off!!!
26 October 2021
Unprompted review
Reply from Kemp Mathis LTD
Hello Michelle,
Thanks for taking the time to leave the review. Sorry to hear you have had a negative experience and the arrival of your replacemnt parts were delayed. As you are aware over the last 2 years 'Covid' has been responsible for the worst pandemic in living memory. It has and continues to wreak havoc across the world. It has led to a worldwide shipping crisis that has been ongoing for some time which is negatively affecting every retailer and other business across the world.
This shipping crisis. the pandemic and the on-off lockdowns in China have led to significant delays in all incoming stock into the UK. The ever-changing situation was unfortunately and inevitably responsible for changes and delays in expected arrival and delivery time frames that were way beyond our control.
We promote and sell these goods on behalf of Maze Rattan who is the main supplier for every single retailer in the UK. We had passed on updated delivery time frames as and when they were received from Maze rattan. The delays are something that every retailer and supplier has struggled with over the course of the pandemic. With all goods coming from Maze rattan you would have unfortunately faced the same issues no matter where the garden set was purchased from. Unfortunately, the majority of orders were delayed in some cases a number of times due to the issues stemming from the Pandemic and shipping crisis.
I refer you to articles written by independent journalists at the BBC reporting on these very issues and explaining some of the issues that all businesses are facing just like us -
https://www.bbc.co.uk/news/business-58479148 - Why even giant ships cant solve the shipping crisis.
https://www.bbc.co.uk/news/business-58921947 - Why Christmas could be stuck in a shipping container
https://www.bbc.co.uk/news/business-55740063 - Shipping crisis
They are just the tip of the iceberg and a quick Google search for the term 'Shipping Crisis will bring back endless independent articles verifying the serious supply issues the UK is currently faced with.
We appreciate that the delays regarding your order were frustrating, however, the issues leading to the delays were way beyond our control. We as a company are in no way directly responsible for delays stemming from a worldwide shipping crisis brought about by the worst pandemic in living memory.
The current issues the retail world is facing are majorly frustrating for all involved and we do sympathise with customers who have been affected.
Your replacement part was ordered directly from the manufacturer overseas, as was explained to you at the time its arrival was delayed due to the reasons mentioned above, however, this replacement part has now been delivered in full you were also offered compensation for the delay.
Under the curcumstances we have ressolved the issue as quickly as possible.
Many Thanks
Swagger Home Furnishings
AVOID AVOID AVOID
AVOID AVOID AVOID
Complete Joke of a company.
Ordered MAZE rattan furniture in March. Have chased monthly as no regular update provided on delivery dates. Each time it’s been pushed further and further back. In July we were told the furniture was finally “ON THE WATER” and thus on its way to the UK. It’s actually due to be delivered tomorrow but as I hadn’t received any updates I chased Swagger again and now told my furniture won’t be here until the end of September. Pretty pointless receiving garden furniture as we go into Winter so it can sit in the rain in the garden under a cover for several months before we can use it!! Have requested a full refund now - rather wait a few more months and have my 2 grand back now. Shambles doesn’t even come close when working with this lot.
Edit- the content of Swaggers reply is exactly what they sent in emails multiple times after multiple chases. Entirely missing the point again. Start by reviewing your standards of communication Swagger!
30 August 2021
Unprompted review
Reply from Kemp Mathis LTD
Hello Kevin,
Thanks for taking the time to leave the review. Sorry to hear you have had a negative experience and the arrival of your order has been delayed. As you are aware over the last 2 years 'Covid' has been responsible for the worst pandemic in living memory. It has and continues to wreak havoc across the world. It has led to a worldwide shipping crisis that has been ongoing for some time which is negatively affecting every retailer and other business across the world.
This shipping crisis. the pandemic and the on-off lockdowns in China have led to significant delays in all incoming stock into the UK. The ever-changing situation was unfortunately and inevitably responsible for changes and delays in expected arrival and delivery time frames that were way beyond our control.
We promote and sell these goods on behalf of Maze Rattan who is the main supplier for every single retailer in the UK. We had passed on updated delivery time frames as and when they were received from Maze rattan. The delays are something that every retailer and supplier has struggled with over the course of the pandemic. With all goods coming from Maze rattan you would have unfortunately faced the same issues no matter where the garden set was purchased from. Unfortunately, the majority of orders were delayed in some cases a number of times due to the issues stemming from the Pandemic and shipping crisis.
I refer you to articles written by independent journalists at the BBC reporting on these very issues and explaining some of the issues that all businesses are facing just like us -
https://www.bbc.co.uk/news/business-58479148 - Why even giant ships cant solve the shipping crisis.
https://www.bbc.co.uk/news/business-58921947 - Why Christmas could be stuck in a shipping container
https://www.bbc.co.uk/news/business-55740063 - Shipping crisis
They are just the tip of the iceberg and a quick Google search for the term 'Shipping Crisis will bring back endless independent articles verifying the serious supply issues the UK is currently faced with.
We appreciate that the delays regarding your order were frustrating, however, the issues leading to the delays were way beyond our control. We as a company are in no way directly responsible for delays stemming from a worldwide shipping crisis brought about by the worst pandemic in living memory.
The current issues the retail world is facing are majorly frustrating for all involved and we do sympathise with customers who have been affected. That's why significant compensation discounts were issued for customers who decided to wait for the goods to arrive, this was a great saving going into the next season where product prices have risen significantly due to the supply issues and inflation. The vast majority of orders affected by the delays have now been fully completed and have fully been compensated.
Your order was refunded in full as per your request on 06.09.2022. If you did not source an alternative set we would also be willing to offer a 5% discount off the cost of a new garden set for this season in way of compensation for the delays. Simply get in contact.
Many Thanks
Swagger Home Furnishings
Fraudsters !! …
Ordered May 10th with mid July Delivery - all other companies with the same product saying September - Paid in full, received email 3 days later saying delays now meant September - Offered £200 discount, accepted - 4 weeks later website still saying July - called told it was a website issue and they would fix it 4 weeks later website still saying July
Price on website then increased by £400 ! - Early August Website now says 20th September Mid August website changed to 10th September - Enquired if that was date to them or date to me -told it was still the 20th ?? to them ? then received email this morning saying that there was not enough stock and my order from MAY was cancelled having waited 4 months.
Now call me cynical but I order 4 months ago on what I now perceive to be a lie or hook with false delivery date way ahead of their competitors designed to get your money then the price goes up so they choose to sell my order at a higher price to another customer.
Dishonest Dishonourable Fraudsters - Stay Away !! and should my refund not be forthcoming I will issue proceedings in the county courts without further warning.
18 August 2021
Unprompted review
Reply from Kemp Mathis LTD
Hello Rob,
Thanks for taking the time to leave the review. Sorry to hear you have had a negative experience and the arrival of your order has been delayed. As you are aware over the last 2 years 'Covid' has been responsible for the worst pandemic in living memory. It has and continues to wreak havoc across the world. It has led to a worldwide shipping crisis that has been ongoing for some time which is negatively affecting every retailer and other business across the world.
This shipping crisis. the pandemic and the on-off lockdowns in China have led to significant delays in all incoming stock into the UK. The ever-changing situation was unfortunately and inevitably responsible for changes and delays in expected arrival and delivery time frames that were way beyond our control.
The delays are something that every retailer and supplier has struggled with over the course of the pandemic. Unfortunately, the majority of backorders were delayed in some cases a number of times due to the issues stemming from the Pandemic and shipping crisis.
I refer you to articles written by independent journalists at the BBC reporting on these very issues and explaining some of the issues that all businesses are facing just like us -
https://www.bbc.co.uk/news/business-58479148 - Why even giant ships cant solve the shipping crisis.
https://www.bbc.co.uk/news/business-58921947 - Why Christmas could be stuck in a shipping container
https://www.bbc.co.uk/news/business-55740063 - Shipping crisis
They are just the tip of the iceberg and a quick Google search for the term 'Shipping Crisis will bring back endless independent articles verifying the serious supply issues the UK is currently faced with.
We appreciate that the delays regarding your order were frustrating, however, the issues leading to the delays were way beyond our control. We as a company are in no way directly responsible for delays stemming from a worldwide shipping crisis brought about by the worst pandemic in living memory.
Just to address some of the points raised in your email, at no point did we ever inform you that your order was canceled. We advised that there were further delays from the expected arrival date in September, we offered to find an alternative garden set for you or you could have decided to wait for the original set's new arrival time. We also financially compensated you for the delays. It was your decision to cancel the order at that time, your refund was issued on the same day it was requested as was confirmed in writing to you.
Claiming that your garden set was sold to another customer at a higher cost is untrue and unfounded.
The retail world has seen massive price increases across the board from energy to food to furniture. Prices have risen substantially due to the issues mentioned in the news articles above. Higher wholesale costs mean higher retail costs. Your garden set was secured at the lower price with further discounts applied, which means selling your garden set to another customer would serve no purpose, there would be absolutely nothing to be gained from this as we would still have to supply your garden set at the lower price. It was your choice to cancel the order, Your order was not automatically canceled.
Significant compensation discounts were issued for customers who decided to wait for the goods to arrive, this was a great saving going into the next season where product prices have risen significantly due to the supply issues and inflation.
The current issues the retail world is facing are majorly frustrating for all involved and we do sympathise with customers who have been affected. We understand that you may be disappointed and angry at the order being delayed beyond your expectation however, your claims are untrue, unreasonable and unfounded.
Your order was refunded in full on the day you requested it, we have never deliberately misled a customer and have gained nothing from this order. We offered a substantial discount for the delay and offered to find an alternative garden set. We explored every avenue of resolution that was available to us.
We hope that you were able to source another garden set.
Many Thanks
Swagger Home Furnishings
This company is full of lies
This company is full of lies.
Delivery times are Disgusting.
First it was 4weeks it has know taken 3 months still not Arrived.
Looking like it will be another month if I’m lucky…😡😡
Also extremely rude.
In the end this company took 5/6 months to deliver with false updates.
If you call them they can’t help only write a email for you????🤷🏼♂️
Once delivered only part of it came then another 6weeks the other part came.
Avoid this company.
28 July 2021
Reply from Kemp Mathis LTD
Hello Robert,
Thanks for taking the time to leave the review. Sorry to hear you have had a negative experience and the arrival of your order was delayed. As you are aware over the last 2 years 'Covid' has been responsible for the worst pandemic in living memory. It has and continues to wreak havoc across the world. It has led to a worldwide shipping crisis that has been ongoing for some time which is negatively affecting every retailer and other business across the world.
This shipping crisis. the pandemic and the on-off lockdowns in China have led to significant delays in all incoming stock into the UK. The ever-changing situation was unfortunately and inevitably responsible for changes and delays in expected arrival and delivery time frames that were way beyond our control.
We promote and sell these goods on behalf of Nova who is the main supplier of your garden set for every single retailer in the UK. We had passed on updated delivery time frames as and when they were received from the supplier. The delays are something that every retailer and supplier has struggled with over the course of the pandemic. With all goods coming from the same place you would have unfortunately faced the same issues no matter where the garden set was purchased from. Unfortunately, the majority of orders were delayed in some cases a number of times due to the issues stemming from the Pandemic and shipping crisis.
I refer you to articles written by independent journalists at the BBC reporting on these very issues and explaining some of the issues that all businesses are facing just like us -
https://www.bbc.co.uk/news/business-58479148 - Why even giant ships cant solve the shipping crisis.
https://www.bbc.co.uk/news/business-58921947 - Why Christmas could be stuck in a shipping container
https://www.bbc.co.uk/news/business-55740063 - Shipping crisis
They are just the tip of the iceberg and a quick Google search for the term 'Shipping Crisis will bring back endless independent articles verifying the serious supply issues the UK is currently faced with.
We appreciate that the delays regarding your order were frustrating, however, the issues leading to the delays were way beyond our control. We as a company are in no way directly responsible for delays stemming from a worldwide shipping crisis brought about by the worst pandemic in living memory.
The current issues the retail world is facing are majorly frustrating for all involved and we do sympathise with customers who have been affected.
Your order was delivered to you in the midst of the worst trading conditions in our life time, the goods have been delivered in full, it is unfortunate that that its arrival was delayed however all goods coming into the country werre being repeatedly delayed at the time.
Under the curcumstances the order was delivered as quickly as possible.
Many Thanks
Swagger Home Furnishings
Finally received my rattan sofa set
Finally received my rattan sofa set, I was getting concerned as was ordered in March/April. Was beginning to think I was never going to see it. Have given 4 stars as I am really happy with the set. It’s lovely, totally understand peoples concerns though. Still waiting for my cover that was meant to be supplied free with it!
13 July 2021
Unprompted review
Poor communication- no sign of my furniture
Ordered furniture in March 2021. Still waiting for it. I have to keep chasing for updates to be told is that it is delayed further. I am still waiting for a reply to my last email 5 days ago asking for an update on the latest delivery date that has now passed with no sign of my furniture and again nothing to indicate that this was going to be the case. Communication is absolutely appalling. You cannot call them and there is no online update option except to email them.
I have spent over £1000 on garden furniture and have nothing to show for it. At this rate it doesn’t seem likely that I’ll get to use my furniture during summer 2021 and I’ll be lucky if it’s here for summer 2022.
Other poor reviews exactly mirror my own experience. The good reviews are almost too good to be true in my opinion.
Steer very very clear of this company!
Update Jan 2022: After my initial review I eventually received my furniture at the end of July 2021. Communication continued to be an issue and replies consisted of copy and pasted generic emails blaming pandemic & shipping etc. I understand that this may cause a delay but my frustration came from being told it’s nearly there, just to find out it wasn’t at all. I was given the option to cancel or I could have £20 compensation. Not much given the length of time I’d waited and how much I had spent with them but by this point I had no chance of getting furniture in time for summer from anywhere else so I accepted.
Today, 5 months after my initial review I have been contacted by swagger home furnishings asking me to remove my review and they will give me £20. Hence the update. I have updated it to say that my furniture eventually arrived.
However, I would still avoid this company. Communication is very poor and given that they have resorted to bribery asking customers to remove or amend poor reviews, I would urge others to proceed with caution if thinking of ordering from them. ( I can’t imagine I’ll be getting the £20 they offered)
2 July 2021
Unprompted review
Reply from Kemp Mathis LTD
Hello Rebecca,
Thanks for taking the time to leave the review. Sorry to hear you have had a negative experience and the arrival of your order has been delayed. As you are aware over the last 2 years 'Covid' has been responsible for the worst pandemic in living memory. It has and continues to wreak havoc across the world. It has led to a worldwide shipping crisis that has been ongoing for some time which is negatively affecting every retailer and other business across the world.
This shipping crisis. the pandemic and the on-off lockdowns in China have led to significant delays in all incoming stock into the UK. The ever-changing situation was unfortunately and inevitably responsible for changes and delays in expected arrival and delivery time frames that were way beyond our control.
The delays are something that every retailer and supplier has struggled with over the course of the pandemic. Unfortunately, the majority of backorders were delayed in some cases a number of times due to the issues stemming from the Pandemic and shipping crisis.
I refer you to articles written by independent journalists at the BBC reporting on these very issues and explaining some of the issues that all businesses are facing just like us -
https://www.bbc.co.uk/news/business-58479148 - Why even giant ships cant solve the shipping crisis.
https://www.bbc.co.uk/news/business-58921947 - Why Christmas could be stuck in a shipping container
https://www.bbc.co.uk/news/business-55740063 - Shipping crisis
They are just the tip of the iceberg and a quick Google search for the term 'Shipping Crisis will bring back endless independent articles verifying the serious supply issues the UK is currently faced with.
We appreciate that the delays regarding your order were frustrating, however, the issues leading to the delays were way beyond our control. We as a company are in no way directly responsible for delays stemming from a worldwide shipping crisis brought about by the worst pandemic in living memory.
Just to address some of the points raised in your review, offering financial compensation in goodwill for delays or customer complaints is standard practice in retail, it is not bribery but a common request from customers for a suitable resolution to their grievance. We had asked you to amend your review because your order was successfully delivered In July however the review you had left was stating that you had not received the garden set, which is inaccurate and misleading to other customers.
It would be nice if negative reviews were updated to reflect the actual status of the order instead of leaving misleading and inaccurate information in place for months at a time but unfortunately, this rarely happens. This is why we need to reach out to customers to amend reviews so that they contain accurate information. Other prospective customers deserve to make their decisions based on truth and not be swayed by negative customer reviews that contain inaccurate information that is often worded to directly attack the business in retribution for a perceived negative experience.
The current issues the retail world is facing are majorly frustrating for all involved and we do sympathise with customers who have been affected. We understand that you may be disappointed and angry at the order being delayed beyond your expectation.
However in summary of this order -
We have responded to each and every one of your emails and communicated to you the delays involved stemming from the well publicised shipping crisis.
It was your decision to keep the order in place, a cancellation could have been requested at any time.
You were offered a partial refund of £30.00 for the delay which you accepted and was processed.
Your order was successfully delivered in full in July during the worst Pandemic in living memory.
You have been offered further compensation for the issues surrounding your order which you have decided not to accept.
Regardless of your opinion of the Pandemic and the effects it has had on the world, the last 2 years have been the most difficult on record for the retail sector and other businesses around the world. The pandemic led to a worldwide shipping crisis. This combined with the on-off lockdowns in China which caused manufacturing delays led to excessive delays of incoming stock across the board in the UK. Despite these challenges we have successfully delivered your order and at a discounted cost.
We apologise for the delays, compensation has been processed and the order is complete.
We hope you enjoy your discounted garden set for many years to come.
Many Thanks
Swagger Home Furnishings
Got there in the end
Now I know there are a lot of negative reviews about Swagger Furnishings, and believe me, I was nearly one of them
After ordering my rattan garden sofa in February, I actually did not receive it until June
After many e-mails and constant delivery dates being changed (actually 3 times) I was getting very annoyed, and actually thought I was just getting the brush off
But one thing I have to say is that every single time I sent an e-mail to customer services I did get a response..... maybe not the response I wanted especially when yet another delivery date was missed, but actually this was not Swagger fault.
My furniture was just stuck in the huge logistics backlog that a lot of other people have suffered
But once my item did arrive in the county, the delivery company were brilliant, got constant updates and the item was actually delivered early on the day.
Ok my cover that I ordered was missing, but again this was delivered within a week of messaging customer services.
So all in all, yes my item was later than expected, but the quality of the product is truly brilliant and we are extremely happy with it
A big shout out to all in customer services for their updates, and my only real negative comment is that maybe they should contact the customer to advise of any delays rather than the customer having to chase up each and every time
25 June 2021
Unprompted review
Abysmal service from start to now - unfortunately it isn't over yet
An item ordered and paid for in full back in April hasn't arrived. No one has returned any calls and nearly 20 weeks later I've just been told by email there is a further 8 week delay.
Promises now broken to date:
1) Paid for item not available.
2) New item to be delivered in May - didn't happen
3) Delayed as stuck in Suez canal will be delivered in June - didn't happen
4) 3 calls to find out delivery date - not one call returned having taken my details
5) A Facebook message promised a return call from the Manager S**n - no call
6) 22.06.21 Called three times and promised a return call, no one has returned a call. I have had one email and that email was in no way what I had requested - instead it said there will be a further 8 week delay.
Had I cancelled the order in May, which was what I asked for, another supplier would have delivered by now.
22 June 2021
Unprompted review
Reply from Kemp Mathis LTD
Hello Graham,
Thanks for taking the time to leave the review. Sorry to hear you have had a negative experience and the arrival of your order has been delayed. As you are aware over the last 2 years 'Covid' has been responsible for the worst pandemic in living memory. It has and continues to wreak havoc across the world. It has led to a worldwide shipping crisis that has been ongoing for some time which is negatively affecting every retailer and other business across the world.
This shipping crisis. the pandemic and the on-off lockdowns in China have led to significant delays in all incoming stock into the UK. The ever-changing situation was unfortunately and inevitably responsible for changes and delays in expected arrival and delivery time frames that were way beyond our control.
The delays are something that every retailer and supplier has struggled with over the course of the pandemic. Unfortunately, the majority of backorders were delayed in some cases a number of times due to the issues stemming from the Pandemic and shipping crisis.
I refer you to articles written by independent journalists at the BBC reporting on these very issues and explaining some of the issues that all businesses are facing just like us -
https://www.bbc.co.uk/news/business-58479148 - Why even giant ships cant solve the shipping crisis.
https://www.bbc.co.uk/news/business-58921947 - Why Christmas could be stuck in a shipping container
https://www.bbc.co.uk/news/business-55740063 - Shipping crisis
They are just the tip of the iceberg and a quick Google search for the term 'Shipping Crisis will bring back endless independent articles verifying the serious supply issues the UK is currently faced with.
We appreciate that the delays regarding your order were frustrating, however, the issues leading to the delays were way beyond our control. We as a company are in no way directly responsible for delays stemming from a worldwide shipping crisis brought about by the worst pandemic in living memory.
Significant compensation discounts were issued for customers who decided to wait for the goods to arrive, this was a great saving going into the next season where product prices have risen significantly due to the supply issues and inflation.
The current issues the retail world is facing are majorly frustrating for all involved and we do sympathise with customers who have been affected. We understand that you may be disappointed and angry at the order being delayed beyond your expectation however, looking at the details of the order I can see that the manager spoke to you directly on the phone on at least two occasions. The situation was explained to you at that time and we attempted to search for alternative sets with alternative suppliers for you.
Unfortunately, none of the other sets suited your needs and a refund was issued 22.06.2021
We hope that you were able to source another garden set.
Many Thanks
Swagger Home Furnishings
Ordered once and got an e-mail blaming…
Update after the response below... Don't take my money repeatedly for things you don't have in stock. If I am expected to call you to check that your systems work it is another reason to not waste my time and shop elsewhere.
Ordered once and got an e-mail blaming the supplier of a months delay. Got refund, ordered a month later when it was showing as back in stock. Yet another e-mail blaming the manufacturer and it would be another months delay. The e-mail was literally a copy and past but change the date e-mail.
7 June 2021
Reply from Kemp Mathis LTD
Hello Matthew,
Thanks for taking the time to leave the review. Sorry to hear you have had a negative experience. In the event that an item is not available for immediate dispatch, you will be emailed and informed of the situation. You have the choice at that time to decide to wait for the product to arrive or to cancel the order.
If you decide to wait for the order the payment will be processed and placed onto a backorder, if you decide to cancel the order the payment will be canceled and returned straight back to your account.
We do always recommend getting in contact with customer services to check on stock availability before placing an order. We also have information on each product page under the Estimated delivery time frames informing customers of this with the statement-
"Estimated timelines only, correct at the time of listing but subject to change. please check with a member of the team for the latest up-to-date lead times."
Stock levels have been greatly affected by the Pandemic leading to many delays in the UK with incoming stock. With over 20,000 products on the website, on the odd occasion, the estimated delivery time frames can be wrong at which point as you have confirmed we advise the customer straight away.
Checking the stock levels with customer services prior to placing an order would avoid this issue.
Many Thanks
Swagger Home Furnishings
DO NOT ORDER FROM THIS COMPANY!
DO NOT ORDER FROM THIS COMPANY!
I ordered a Gazebo from Swagger Home Furnishings and across the space of a month attempted to contact them numerous times but merely received a response explaining it would be checked (Never received a follow up). I finally cancelled the order nearly a month later at which point, despite cancelling the order, I was informed it was due for delivery that day despite not arranging a delivery date.
Following this I then only received a partial refund, net of delivery charge of £39.00 as the company had told me I was at fault for this.
Overall the company had poor communication in the run up to receiving the product, poor processes in place following the cancellation, and employees including the manager acted and spoke with an unprofessional nature attempting to blame myself for their poor work.
18 May 2021
Reply from Kemp Mathis LTD
Hello Lucy,
Thanks for taking the time to leave the review. Sorry to hear you have had a negative experience. I have investigated this order and can see that at the time of placing the order the gazebo was displayed on the website as available on a pre-order available for delivery from 10.03.21. This means that the Gazebo was not available for immediate delivery. As explained in the emails we believe that you may have originally missed this information at the time of placing the order.
We then received a refund request after the Gazebo had been sent out to you, TNT the courier attempted to deliver your order on the 8th of March which is 2 days earlier than the estimated delivery time frame originally displayed on the website at the time of the order.
As explained via email at the time, orders can be canceled at any time before they are dispatched but once they have been dispatched and on the way to you that is at a cost to the business and would need to be returned back to us in order to receive a full refund.
In this instance, we feel the delivery time frame on the website was clear at the time of placing the order. The cancellation process is also clearly laid out on the website in the Terms and conditions of the order that you agreed to at the time of placing it. They can be viewed here-
https://www.swaggerhomefurnishings.co.uk/terms-conditions
It is important before placing an order to be fully aware of the terms and conditions you are agreeing to and also be aware of the expected delivery time frame. The gazebo was sent out to you at your request, and the delivery was rejected at a cost to our business.
A cancellation request should have been made earlier at which point the refund would have been issued straight away.
Many Thanks
Swagger Home Furnishings
Delivery took far
Delivery took far, far longer than than the item showed as an estimate and there was no communication from Swagger.
When chased they would eventually get back, but even then could not initially say when it would be expected. Once I was advised of a date it then took longer than that again, and further chasing, for it to arrive.
Finally an element of the table broke when it was first assembled but I have had no joy in getting a replacement part or any response. I definitely won’t use this company again.
14 May 2021
Retractable gazebo
After a few issues which were rectified we finally received our retractable gazebo. Really happy with this item and delivery. Thank you
13 April 2021
Unprompted review
Outstanding
Absolutely adore my French Rococo dressing table. It's an absolutely stunning piece of furniture! Customer service were excellent and very friendly and helpful!
Delivery was on time and I was emailed every step of the way!
I can't praise 'Swagger' enough! I ordered similar but not as nice from other companies and they didn't turn up and there was no explanation or anything!
8 April 2021
Unprompted review
Best avoid
They offer delivery dates that never materialise. Stuff doesn't arrive when they say it will. Don't answer the phone or email. Terrible customer service
29 March 2021
Unprompted review
Reply from Kemp Mathis LTD
Hello,
Sorry to hear you have had issues, Unfortunately, there are delays across the board at the moment with incoming stock due to a range of factors, there is currently a shortage of shipping containers you may have seen this on the news, this is down in part to the government stockpiling PPE because of the Pandemic and the issues with the Suez canal.
Preorder dates change regularly, you will notice that we have a disclaimer clearly displayed on the product page underneath the delivery timeframes which says - Estimated timelines only, correct at the time of listing but subject to change. please check with a member of the team for the latest up-to-date lead times.
Stating that we do not respond to emails is not factual, we have emailed you on multiple occasions here are the timestamps of our emails to you -
Feb 23, 2021, 8:17 AM
Feb 26, 2021, 9:36 AM
Feb 27, 2021, 1:45 PM
Mar 26, 2021, 6:32 PM
Mar 28, 2021, 5:36 PM
Mar 29, 2021, 7:40 AM
Mar 30, 2021, 2:08 PM
The phones are also manned 24 hours a day, it is not possible for a call not to be answered. We have also offered a sizeable discount for the delays which have been brought about by a worldwide shipping crisis, that every single retailer in the UK is facing.
We are upfront about delivery timeframes and advise that they can change, we, unfortunately, cannot prevent world issues from affecting the supply chain, this is completely beyond our control, we have made information regarding the shipping issues for preorders clearly visible on our Facebook page and the website which you can view here -
https://www.swaggerhomefurnishings.co.uk/free-uk-delivery
Many thanks
Terrible waste of time
This company is very poor. Ordered a piece of garden furniture online on 1st Feb which said it was in stock, then received an email the next day saying it was not available and it would be 4-8 weeks. After 4 weeks, requested an update and they had no idea when they would be getting stock even though their website said pre order for delivery in June. Rung customer service and they were unbelievably unprofessional, like they were surprised someone actually used their number to get in touch. Seemed like a bunch of mates selling stuff from their bedroom. Only saving grace, is I requested a refund and it came through promptly but a lot of time wasted and will not be using them again.
8 March 2021
Unprompted review
Reply from Kemp Mathis LTD
Hello,
Sorry to hear you have had issues, Unfortunately, there are delays across the board at the moment with incoming stock due to a range of factors, there is currently a shortage of shipping containers you may have seen this on the news, this is down to the government stockpiling PPE because of the Pandemic, on top of this some shipping companies have pulled out of the UK market altogether due to Brexit this has caused a spike in the cost of containers which were previously costing in the region of $2000 per container is now costing $12,000, the suppliers are faced with the choice to either delay the arrival of the containers until the issue subsides and more containers are available or pass the added cost onto the retailer and end consumer.
Preorder dates change regularly change you will notice that we have a disclaimer clearly displayed on the product page underneath the delivery timeframes which says - Estimated timelines only, correct at the time of listing but subject to change. please check with a member of the team for the latest up-to-date lead times.
Our phone lines are manned 24 hours a day 7 days a week which is more than any other retailer in the UK we receive hundreds of queries per day and thousands of calls per month. We are upfront about delivery timeframes and advise that they can change, we, unfortunately, cannot prevent world issues from affecting the supply chain this is completely beyond our control, we have made information regarding the shipping issues for preorders clearly visible on or Facebook page and the website which you can view here - https://www.swaggerhomefurnishings.co.uk/free-uk-delivery
Many thanks
Swagger Home Furnishings
I purchased a table on 20/01 and it…
I purchased a table on 20/01 and it stated 7-14 day delivery. When it was approaching 14 days, I emailed asking what was going on but I didn’t receive a reply, so I called. I was told they’d ring me back once they’ve spoken to the supplier but I didn’t get a call back. I chased again. The lady on the phone was nice enough but made up a random date and said I would receive it in 8-10 business days from the date of that call. 10 business days is today and i still have no idea where my table is. I have had repeated calls and email exchanges and they’re all vague and unwilling to actually tell me when my table is coming. The money was taken from my account a long time ago and when I ask where it is, I get different answers. I was told the supplier has it, they have it, the delivery company has is. I actually contacted the delivery company when I was told they ‘had it and would contact me next week to schedule delivery’ and they confirmed they didn’t have it and they haven’t been contacted by the supplier to arrange collection so they can’t help me. That week was last week and obviously they never called me because they never had it. It will be 30 days on Friday at which point I’m just going to do a chargeback and take my money and shop elsewhere. I do not recommend this company and I would be so careful if you have ordered from them and they haven’t delivered your items. They never contacted me to tell me my order would be late and I suspect they never would have. I don’t actually know if my order exists. Just make sure you check with your bank if you are protected with things like this because if I wasn’t I would lose £922.95. The only reason I haven’t given one star is because there is actually a number to call but it’s pretty useless as they don’t provide any helpful information, they just keep you hanging on with fake promises of ‘next week’ ‘next week’. I left an extra star only because you can actually call them and somebody does answer but it’s just smoke and mirrors because they can’t actually help you or tell you what’s going on.
EDIT: I’ve now received my table and it arrived on 25/02. I really want to give more stars as once the issue was finally passed to the owner then things were finally sorted and it was no longer like slamming my head against a brick wall and getting nowhere with the other customer service team. But even when things were finally passed to the manager, that didn’t come without its problem either. It seemed the problem laid with the original delivery company and a labelling issue with them. A different delivery company was arranged to collect and deliver the table but they didn’t collect on time because of heavy traffic and that caused a further delay. Then when I did actually get the table the fixings were missing so I had to ask for those and finally on 04/03 I had officially put the table together and put it in place. I really don’t know why my experience was so different to others but it obviously put me off ever ordering again. The owner was fantastic at providing help but it was a month before I was even able to speak to someone who had some authority or ability to move things along and ultimately the whole experience was one I’d never want to do again. The table itself is fantastic though and I received a small amount of compensation for the issues which helped soften the blow. I also got some explanations as to why the issues were happening and that went a long way and differed massively from the previous customer service experience at the start.
15 February 2021
Unprompted review
Clearly operating in difficult times but was pleased overall.
I am in agreement with others here about items appearing in stock and then a stock discrepancy leading to an email stating there would be some considerable delay. The delay stretched out a few times also, which was frustrating.
However, where I differ from some reviewers is that the communication from Swagger was very good. They responded to every email I sent, gave updates proactively on when they were expecting stock, and the item arrived (a sideboard) beautifully packaged and protected. Despite the hassle I would use again.
15 February 2021
Unprompted review
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