Dawson's Department Store Avis 

Amazing customer service from BBQWORLD (Dawson’s). Ordered a new BBQ with cover on Wednesday, delivered Thursday afternoon. Cover was immediately price matched then turned out I forgot to add a discount code for the BBQ itself within hours of asking I received the discount even though the BBQ had already been delivered.

⭐⭐⭐⭐⭐ Fantastic company – highly recommended!

I’ve been using both BBQ World and Garden Furniture World for a while now, buying everything from BBQs to garden furniture, and I can honestly say I’ve had nothing but excellent experiences.

The prices are always very competitive, the products are great quality, and the customer service has been fantastic. I keep coming back because I know I’m going to get a good product at a great price, with a company that actually cares about its customers.

Most recently, I bought some garden furniture from Garden Furniture World and noticed that the price had dropped by £100 just one day after it was delivered. I contacted them about the price difference and spoke to Lucy. She was absolutely brilliant and refunded the full £100 without any hassle whatsoever. It was handled quickly, professionally and exactly how you would hope a company would deal with something like this.

I think people are often very quick to leave reviews when something goes wrong, but don’t always take the time to praise a company when they get things right. I wanted to make the effort this time because I genuinely feel they deserve it.

A big thank you to Lucy and the whole team at BBQ World and Garden Furniture World. I’ll definitely continue to use you for future BBQs and garden furniture.

Excellent products, great prices and outstanding customer service. What more could you ask for? ⭐⭐⭐⭐⭐

First time buyer and I received excellent customer services, the prices are great and delivery is fast.

It is easy to order and I purchased a circulon skillet which is of high quality and a denby mug.

I will definitely be purchasing again and recommending my family and friends to Ecookshop Dawsons.

My order was delivered very quickly (within 3 days), well packed and I was kept informed of delivery updates. I was also pleased with the price of the item purchased as it was less expensive than elsewhere, plus I got an extra 20% off through a summer promotion deal, so my experience with this company was positive.

Received table and chairs (eventually) - raised a number of issues with quality - Dawsons said it's not their problem and sent complaint to Kettler - STILL trying to get resolved after 4 weeks!

Very bad customer service

I don't usually leave negative reviews, but this experience has been incredibly frustrating from start to finish.

We bought this coffee machine expecting it to last for years, so for it to stop working within just three months was really disappointing. When something this expensive fails so quickly, you naturally expect the retailer to put things right without making it into a long and stressful process.

Unfortunately, we've spent weeks going back and forth trying to get the issue resolved. We asked for a refund because we completely lost confidence in the machine after it broke so soon. Instead, we were told that a refund wasn't an option and that only a repair or replacement would be offered under the manufacturer's warranty.

What made the situation even more frustrating was that it felt like the decision had already been made for us. We wanted to be given the choice, and if a refund wasn't possible, we would have chosen a replacement. After a machine fails within three months, it's hard to feel confident about having the same one repaired and returned.

The whole experience has been exhausting. Communication has been slow, we've had to keep chasing for updates, and something that should have been a straightforward warranty claim has turned into weeks of unnecessary hassle.

It's a real shame because we were genuinely excited about this machine. Instead, we've been left feeling disappointed not only by the product itself but also by the way our case has been handled. Sadly, based on our experience, we wouldn't recommend buying this machine or relying on the after-sales service.

Read the one star reviews . I wish I knew the bbq website was theirs. Hopeless. If you looking for warranty, they are going to keep giving empty excuses, but not keen to sort it out. Even hanging up on customers but the cherry on top it is their sarcasm.

Ordered a Bramblecrest Dining Set. Damage to a cushion which I reported immediately to them and they fed me some story which said it would come right. I dont think so.
Not interested in anything beyond having your cash.

We recently purchased two sets of Hartman garden furniture from Dawson's Department Store, and overall we're absolutely delighted with both the furniture and the service.

We did experience a couple of issues initially, including a faulty tabletop and a problem with one of the cushions. While it took a little time to get everything resolved, Dawson's customer service stayed with the process, and both issues were sorted to our satisfaction.

The quality of the Hartman furniture is excellent, and Dawson's prices were very competitive compared to other retailers. Despite the initial hiccups, we're very pleased with our purchase and wouldn't hesitate to buy from Dawson's again.

Thank you to the team for resolving the issues and ensuring we ended up with exactly what we expected.

Do not use this place, absolutely shocking customer service. They are so rude, they continue to repeat and repeat responses when you have spent lots of money on faulty not fit for purpose items. Let’s hope Trading Standards start to look at this company as they certainly need to.

Really frustrating experience with an ongoing order.I ordered a Kettler outdoor furniture set on 22nd June. When assembling it, one of the chairs had no holes drilled, so it couldn’t be put together. I emailed Dawsons immediately with photos showing the issue.

I rang the next day for an update and was told that if I’d emailed, it would be dealt with. I didn’t receive a reply until 27th June, asking me to check under the ropes — which I had already shown clearly in the photos.I chased again on 2nd and 3rd July with no response. When I phoned, I was told I “shouldn’t keep emailing” because it takes them four days to reply, and emailing again “pushes it back in the queue.”

I explained I was happy to wait, but needed to know what was happening. I left it for a full week and still had no update by phone or email.I rang again on 14th July and was told that Kettler should be contacting me, but Dawsons had no update to pass on. They said they would “chase it up,” but that they cannot call Kettler, only email — and that a response could take up to 10 days.

Dawsons later told me on the phone and in an email that Kettler would be calling me “very shortly” to arrange a replacement. Five days later, I still haven’t received any call from Kettler, and there is still no confirmed resolution. I have emailed again to confirm they have passed on my correct number, but it will probably take them four days to open up the email.

What makes this even more frustrating is that during this time, I could have purchased the exact same set for less from another retailer. I chose not to, because I assumed it would be less hassle to simply get a replacement for the faulty chair. Yet nearly a month later, I am still waiting.

I purchased the product from Dawsons, not Kettler. There are more sets available on their website, so it’s unclear why they cannot simply offer a replacement set and deal with the faulty one internally with Kettler.

Extremely disappointed, especially given the set cost over £1600. At this rate, by the time the issue is resolved, summer will be over.

If you receive anything that isn’t in perfect condition, I would recommend requesting a refund immediately. The after‑sales support is extremely slow and does not prioritise the customer. I have been stuck with a half ensembled sofa set and huge boxes in my garage, making the space completely unusable for the last month now. I havent been able to treat the wood on the table either as I don't know if that will be returned or if I will be keeping it, so the longer the delay the more the product is deteriorating.

I ordered two sets of the Chedworth Deluxe Reclining Chair garden furniture on 30 June 2026. The choice of furniture from this manufacturer on the Dawsons website was very extensive, and the site showed how many sets remained in stock, which was extremely helpful. The prices were very reasonable, and I was lucky to obtain a further ten per cent discount expiring on that particular day.

The next day, I received a communication stating that the items were dispatched to the delivery company, which is The Pallet Network (TPN). So far so good. Unfortunately TPN created two consignment numbers, even though Dawson’s dispatch note stated only one package. One consignment showed tracking along the network, whilst the second showed no movement from the collection depot. When my goods arrived at the delivery depot, they stayed there for the best part of a week. With the five-to ten-day delivery window provided by Dawsons nearly expiring, I contacted Dawsons to establish from TPN what the hold-up was. Either as a result of that e-mail, or by coincidence, that afternoon I finally got an out for delivery notification. However, the tracking system was as useful as a chocolate tea pot. Each time I refreshed the screen, the ETA would show current time plus one hour. This continued throughout the rest of last Thursday, late into Thursday evening, in the early hours of Friday morning and throughout Friday morning. Without any warning at lunchtime Friday, a giant lorry pulls up outside my house with all of my garden furniture on board. Thinking that I was never going to receive my goods was so frustrating, although I admit I missed the driver’s phone call which was made just six minutes before he arrived!

Both sets of garden furniture arrived on a pallet, and the driver was great. All received in excellent condition.

Dawsons website is very thorough when describing the delivery process, particularly what drivers can and cannot do on arrival. In my case, my house lies behind my garage down a few steps, so having read the delivery details on the website, I knew exactly what to expect. It is rare that such extensive delivery details are provided by retailers, so I congratulate Dawsons on being so open on this subject.

I have, however, knocked off a star from this review, because although Dawsons have performed their initial service perfectly, as they remain responsible for the delivery of the goods to the customer, the choice of TPN leaves a lot to be desired. I suggest that Dawsons drill down on its choice of delivery partner, as it was this element which let them down somewhat.

I bought a Hartman Garden set from Dawsons and it is a great product and I have had great customer service from Dawsons one of the few Old Style Shops, where customer service is second to none.

Very responsive customer service. Quick and helpful. Thank you

Beyond dreadful. Do NOT use them.
Spent almost £2k on set of garden furniture for it to arrive with sofe not fit for purpose as legs are not made properly AND sofa base twisted.
Week later, got a new delivery of sofa BASE only, NO legs.
Week later still NO legs
Still NO sofa that we can use to enjoy this fab weather with.

Customer Service NON existent. Spoke to "Jamie" in Garen Furniture who was half asleep, "i'll ring Hartman now" he states and get back to you.

1 HOUR later I check with Hartmans and NO he has not even rung them..........

Called Garden Furniture Dept at Dawsons to be told "hes not here, dont know where he is or when heel be back" - so NO help to us whatsoever.

Called main number and a very cagy person eventually answers the phone after 8 loops, very reluctant to give out CS Mg name and makes up her surname "dont know where so she, when she will be back..." same line all the staff trot out. I ask if she'll be back today/tomorrow/this week/this month, told "oh I cant give out that information"......

DO NOT BUY FROM THIS COMPANY AND THE PRICES ARE NOT EVEN ANY CHEAPER THAN OTHERS SELLING HARTMANN GARDEN FURNITURE

I'm sorry to give this store a poor score due to its couldn't-care-less after sales service.

The experience in the store was excellent and gets both my stars. The sales staff were great and spent a lot of time making sure we got the garden furniture we wanted.

The £900 furniture arrived okay, but the parasol base had a chip knocked out of it. I contacted after sales service and they were reluctant to send a replacement, saying a base on its own was liable to get damaged as well in transit. Instead, I was offered a £60 refund.

After checking I could get a replacement from the manufacturer for £60, this seemed fair enough.

However, I was then informed that the refund was being paid to the finance company and not to me. In effect, I would receive the full refund at about £10 per month.

I will have my refund in the middle of winter or be out of pocket in buying the base direct now.

This practice is not in keeping with the Consumer Rights Act 2015 that says remedies for faulty goods must be provided within a reasonable time and without significant inconvenience to the customer.

For £60, I do not want to be inconvenienced further, or wait six months for my refund, but I will not be shopping with Dawson again and I would not recommend this store to others.

Awful experience. Parcel of value £325 didn’t arrive. Didn’t answer emails and tried all departments to give them a call. BBQ, Cookshop linens etc and nobody answered at all So lost £325 and will inform the trading standards.

I would not recommend Dawson’s Department Store based on my recent experience with their customer service.

I purchased an Outback barbecue from Dawson’s, only to discover that both the lid and the underside of the barbecue were faulty, with the metal casing bent on both the top and bottom sections.

I initially sent an email regarding the issue but received no response. After several attempts to make contact, I eventually managed to get through by phone. During that conversation, I was told that a replacement lid and bottom section would be sent out, which gave me confidence that the matter would be resolved.

Unfortunately, two to three weeks later, nothing has arrived and I have received no update. Since then, I have repeatedly tried contacting Dawson’s again, but the phone line is either constantly engaged, unanswered, or I am cut off.

I appreciate that faults can happen with products, but the lack of communication and failure to follow through on commitments has been extremely disappointing. Good customer service is measured by how issues are resolved, and sadly my experience has fallen well short of expectations. Based on this experience, I would not recommend Dawson’s Department Store

I am now a very happy customer.

So, I originally gave a one star review based on damaged garden furniture being delivered and the online complaints dept not responding other than bog standard auto reply.

Anyway, after 4 days I called by phone and spoke to a really lovely guy, who dealt with my complaint, arranged pick up of damaged furniture and delivery of replacements. Andy, the delivery driver was absolutely fabulous.

I am really pleased with the quality of the Milano modular furniture. Really good value for money.

Very disappointed with the service received.

I selected a specific delivery date and arranged time off work, only to find out the delivery had been delayed without any notification. I had to contact customer service myself to get an update.

I was then informed that part of my order, which appears to be the parasol, may not be available, despite ordering the full set together, and no clear delivery date has been provided.

I also emailed and called and was promised a callback, which never happened.

Delays can happen, but poor communication, missed commitments, and uncertainty around stock availability are unacceptable. I am still waiting for clear information and a resolution.