Swanndri Avis 

Prior to this online experience I always thought of swanndri as a good kiwi business - abut like that nz chocolate company we all love. But I had a frustrating experience with swanndri from start to finish. I ordered an expensive jacket online to be delivered to my rural RD address. Swanndri specializes in making good quality clothes for rural people, who live in rural areas don’t they? 3 WEEKDAYS days to actually dispatch my order and then they address my rural order incorrectly to the wrong town!!! Despite correctly displaying my address, their dispatch ignores this and addresses it to another Wairarapa town. So I email to advise them of their mistake - no response to my email for several days. So I ring the 0800 global team courier and speak with someone who tells me Swanndri addressed my parcel wrong, but endeavours to find where it is. Eight days after I ordered I was getting very annoyed and got onto Swanndri chat system - which is not live during the business days I might add and really conveyed my frustration at not actually knowing where my parcel was and asking what were they going to do to help, since swanndri can addressed my parcel wrong.
Only then, did I start getting any help and was advised my parcel had made it to the nearest mail centre and was waiting for nz post rural courier but I still had no idea whether it was going to my town and not the other town it was addressed to!!!! 3 days later and a total of 10 days after I ordered, I get my parcel.
Does this sound like a great system that Swanndri operates to deliver their expensive, made for rural clothes to rural delivery addresses? I give you one star for your online ordering, for your non existent service and terribly poor communication. I had to chase you, your preferred delivery courier for days and you clearly didn’t really care. Shocking follow through for the price of your clothes.
The jacket is wonderfully made and good quality and I’m relieved it made it to my place and not to someone else’s. I’ll never buy online from Swanndri again, but doesn’t that beg the question.? Rural people buy hard wearing rural clothes from a business who has incredibly bad online shopping and delivering timelines and processes for actually delivering to the very customers their clothes are made for.

I’m very disappointed with Swanndri’s policy on online order changes and cancellations. Despite reaching out almost immediately after placing my order—via email and online form—there was no flexibility in altering the sizing. I also requested a cancellation to avoid unnecessary shipping costs and reduce environmental impact, but was ignored. It's incredibly frustrating. Come on, Swanndri, what are you doing to lessen your environmental footprint when customers request cancellations within 24 hours, and the order has clearly not even been processed or shipped yet? This policy is highly inefficient and seems out of touch with sustainability concerns.