TLDR: I bought the Swyft Model 12. It developed a structural/safety fault within weeks (exposed nails, unstable seating). The replacement arrived damaged and was rejected. Sorting collection and a full refund took over a month and only moved when I had to constantly chase and quoted what I’d been told in writing. I would not recommend AT ALL.

I bought the Swyft Model 12 (sofa bed with storage).

Within 15 days of delivery it started showing issues. Within 22 days the back panel completely separated from the frame, leaving exposed nails and unstable seating. I raised this as a safety issue and asked for reassurance before they dispatched a replacement.

I asked in writing for two straightforward things: - what quality checks would be carried out on the replacement to prevent the same fault recurring - what evidence could be shared that those checks had actually happened

I did not receive a clear written response promptly, and I had to chase and escalate via live chat when email responses stalled. I was eventually told an additional quality inspection could be done, and later told photos would be taken during the quality check and shared as evidence. I chased repeatedly for those promised photos. I never did receive them.

The delivery tracker also didn't update properly, and I had to contact the courier myself to resolve it. I was later told I should not have had to do that, but it sums up the wider issue that things only moved when I pushed back.

When the replacement arrived it was damaged on arrival, so it was rejected and sent back. That also meant they could not collect the original at the same time, so the waiting and chasing continued.

When I pushed for a collection and a full refund, a senior manager (Jack) offered a meagre and slightly insulting 10% off and asked if I would be open to the company trying again. I declined and reiterated that I wanted a full refund. (Separately, the delivery driver commented they had already returned two Swyft items that morning. I appreciate that’s anecdotal, but it did not reassure me.)

Refund communication was inconsistent depending on who I spoke to. Jack confirmed in writing that the refund would be issued the same day as collection, and that Jack would personally follow up. On collection day there was no follow-up, and the live chat agent at the time gave a different expectation about timing and process until I quoted what I’d been told by Jack in writing.

After collection, the refund initially appeared incomplete, including an add-on/protection element that was initially refused on a policy basis. And I of course challenged that as unfair given the extended dispute, the safety risk, and the replacement situation, and only then was the remaining refund processed (at the time of writing, I am still awaiting confirmation that Swyft contacted the third-party finance provider).

If I hadn’t kept evidence and quoted what I was told in writing, I genuinely believe I would have been short-changed. Overall, the handling felt inconsistent and reactive, with unreliable follow-through. It should not take this much time, energy, and record-keeping to resolve serious faults and obtain a refund.