Garden Sanctuary Avis 

Order returned after 11 days – unacceptable service

I ordered a sink on 30th June. On 5th July, they promised delivery for the next day – it never arrived. Only on 11th July did they inform me that the product wouldn’t be delivered at all.

Or I order again or I will be refund. ask for a refund today no answer until now.

I lost 11 days waiting for nothing, delaying the opening of my business and causing real financial damage. Customer support is extremely slow and unhelpful.

Unreliable company. I would not recommend them to anyone.

Item arrived damaged, seller is refusing to take it back. Now I have a 40kg heavy package sitting in my living room.

Avoid at all costs. This is a drop shipper, not a legitimate business. Trading Standards are looking into it.

Do NOT use this company! You can't contact them by telephone. The number below is not valid. I placed an order and got an email advising that my order would be delivered between 8am and 6pm a couple of days later. Great! Sadly, not so great ... I waited in all day, but no delivery. There was no way to contact DX Delivery. The tracking link still said it would be delivered that day. No telephone details for Garden Sanctuary either, so I sent an email. Did get a reply the next day advising that my order had not yet been collected by the delivery company and would urge them to collect. They then advised me to check the tracking link ... which was still saying it would be delivered YESTERDAY!! Useless! I asked for them to ring me. Got an email saying that they "do not provide a telephone service" and to be patient. Then a couple of days later I got an email whilst I was at work at 10.30am stating that my order would be delivered that day between 8am and 6pm!!! Again, I contacted Garden Sanctuary but still waiting for a reply!

Update - 04/07/25 - nothing was delivered on the day the delivery company said - second day of being promised delivery between 8am and 6pm, but nothing received. Two days wasted waiting at home. Another email to the Garden Sanctuary. Still waiting for a reply.

I was delighted with my recent purchase, which I received within a couple of days. It was well packed to protect the glass table.
I was amazed at the quality of the table, given the low cost. It looks expensive and is very good quality and sturdy. It helps secure my parasol against the current winds and breezes. I highly recommend this table.

What went right!
The item was delivered quite quickly.
Even though packaging was ripped.

What went wrong?
1. I should have checked here 1st.
2. I should have checked that the web site actually had Email and Phone as per DSR.
3. Having found that the item "garden lounger" was NFFP - too difficult to use the arms to adjust the lounger. I decided to use DSR and request a return and refund.
4. THREE email later they accepted that I was returning "at my expense" and still wittered on about taking a photo of the damaged part.
NO damaged part, well not that was visible,
The problem was it required 2 people to lift both arms at same time to adjust the reclining position. Could not be done by person on the lounger on their own.
5. The return was delivered and confirmed by DPD on 4th June 2025. Since then nothing from this cowboy outfit. Not even registered with Companies House.
Eventually tracked them down as "Morden Furniture World Ltd "13915785"
I have reported to Paypal and logged an investigation/reso;ution 26/06/25, without any response from them.

Next step is contact the Ombudsm!an responsible for DSR/CRA !
Requested return 27/05/25

Within two uses, the coal tray on the ɓbq buckled and in less than a year, it rusted. It was over 100 pounds.No refund as over 6 months. Never again.

Absolutely disgusted I bought a free standing mirror from them and it arrived poorly packaged and the mirror was broken! I emailed asking for a replacement and for someone to pick it up, they claimed it’s my responsibility to dispose as it’s broken! How am I going to dispose? I’m on my own and blind and it’s heavy, I have no idea how to get rid I’ll have to pay ! I’ll never shop here again as customer service was slow and not helpful

Returned and bought ceiling light for kitchen fitted it looks good and they have a sale on with good prices

Bought a metal bike shed from them for £199. One package out of the two contained mostly pieces that had been badly bent/dented. They first tried offering me a £20 refund and asked me to bend the pieces back myself with pliers! I said no, they then offered £40. Eventually they have agreed to send a replacement box. Fingers crossed it's not damaged and the item isn't too flimsy - wish I'd read the reviews on here first. And they've refused to collect the damaged box, so now I have an extremely heavy box of 3 metre long metal parts to somehow dispose of...

17/06/2025
Mark Kinsey
Excellent customer relations
I posted a review of the previously giving 1 star for the service and failure to suppy the goods. Since Monday customer service has been in touch, apologised for the mix up in delivery, and are sending a replacement table due in the next 3 to 7 days. Feel assured this company looks after it's customers. You can relin the knowledge knowing you will be looked after 100%

Poor customer service as others have said. Got a water feature used one summer and pump broke didn't want know cept I could buy one from them for £15! AVOID THEM!

Arrived a few days after ordering & it was easy to install using the fixings provided. It looks great & it's easy to clean with just water (bird poo etc !). It's good value for money & looks expensive, highly recommend.

An Excellent water feature I love it sounds and look fantastic especially at night with lights and nnot too expensive. From ordering to coming an excellent service.We use this shop again .

The square black table looks good and is excellent value. It arrived quickly and was easy to build. A good size for two people to eat and drink from.

Avoid this company – terrible service and communication.
I ordered a product in late April which arrived damaged and with missing parts. Garden Sanctuary offered a token £14 refund and said the missing parts would take 7–8 weeks to arrive—completely unacceptable for something meant to be used during a sunny week. I replied immediately and followed up several times, but they’ve ignored me since. I’ve now had to escalate the issue through Clearpay.

Looking at their reviews, I now realise I’m not the only one. They have a clear pattern of poor customer service and slow responses. I strongly warn others not to buy from Garden Sanctuary—save yourself the hassle and disappointment.

I have recently bought and paid for a new garden shed to be delivered.

The process was completed transaction had been completed and no warning or notification on the site to say that there would be additional charge for where I've (ohh except a little pdf you have to open a read yourself, which I noticed after my purchase and was made aware of the additional payment.

After emails back and forward the company would not reconsider or except this fact and I have had to yake a refund with no customer support in the fact it had already been paid for and bought

IF YOUR WANTING DELIVERY CHECK THEIR FULL SITE AS THEY WILL NOT MENTION ADDCHARGES YNTIL AFTER YOU PAY

I was very pleased with the metal bike shed I ordered, customer service was good with any queries I emailed answered promptly, would use again.

This is a fantastic water feature for the price!
It creates a lovely tranquil sound and the ambience given by the led lights is lovely.
The colour and texture of the water feature looks great and at this price point, you can’t go wrong.
Highly recommended!

Bought this waterfall as a gift for my sisters garden. When
she opened it the top piece had cracked. I was firstly concerned it was too late as I’d bought it a few weeks before her birthday and it wasn’t opened (even to inspect at delivery). I emailed Garden Sanctuary and sent pictures hoping they may have at least a replacement piece.
A no quibble replacement was sent out immediately. I’d expect that from John Lewis
Can’t recommend these guys enough for a really good
buying experience & exceptional prices and service
Thank you Garden Sanctuary
Soraya
Broadley

Well made and easy to put together

Units went together well and easily and they looked nice and stylish. I used them in my plant 'wigwam' ideal for trays of seedlings and young plants. contemplating buying 2 more.