Dawson's Department Store Avis 

Ordered a sofa-set which was falsely advertised as coming with two sets of cushion covers. When we raised it with Dawsons, they amended the website description to not mention two sets of covers and then replied to say that it didn't say that. Fortunately we thought this might happen so we took a screenshot of the description initially. Communication has been really limited since, would not recommend.

I cannot recommend Dawsons Department Store enough, I purchased a kettle from them online in 2022 and sadly in April the kettle started leaking and should have been covered under warranty for a repair.
The well known kitchen appliance company still had my leaking kettle after three months and hadn’t repaired it.
A formal complaint fell on deaf ears and they returned my kettle un-repaired and they claimed that I’d sent them the wrong kettle! Photographs sent of my leaking kettle with serial numbers were looked over and their customer services claimed it was out of their hands.
That’s when Iain from Dawsons Department Store Customer Services stepped in and resolved the situation by sending me a new kettle. What can I say … kind, caring, understanding, compassionate and certainly went the extra mile. Excellent service all round and I’m so happy to have the new kettle as I’ve been surviving on a small travel kettle for three months.
The proof of an outstanding company is when there is a problem, Dawsons I cannot praise you enough.

So I have now brought two items from Dawson's, with out knowing they were the same company!

First I brought a Webber 57CM BBQ and some accoutrements - wire brush, charcoal, webber premium gloves, through their bbqworld website. They were the most competitive price wise and with the free delivery, clinched it. I have since used them for ordering the Australian Heat Beads BBQ Briquettes which are perfect for my style of cooking. Easy to order, great delivery and again one of the most competitive out there price wise.

Onto my second order, without knowing it I ordered a new patio table and chair set through their other company - garden furniture world. A complete bundled offering of a patio 6 table and chair set to include; parasol & base, table, chair, cushions in metal. I asked if they could do a prompt delivery (ahead of their 7-10 day normal for a product of this size), and the called and agreed, no fuss, no bother and a breeze to deal with. Again when it came to price, more competitive than anyone else out there.

Great assortments of products, prompt delivery and a very keen price, have recommended to a number of friends.

My thanks to Dawson Employee Jane for a prompt and professional service.

I ordered a Weber charcoal bbq and chimney - which arrived promptly, but the chimney had been damaged in transit. I emailed customer support Monday morning and by Wednesday lunchtime the damaged chimney had been collected and replaced.
I was very impressed with the customer service

Not to be beaten price wise on Le Creuset items. Super fast delivery as well. Very pleased!

I bought a Weber barbecue in good faith attracted by a cashback offer. Needless to say when you get offered £100+ cashback it’s a scam to generate sales at your financial expense. And so this offer is.

Despite sending exactly all the required information and scans my cashback was refused. Dawsons have been unhelpful and a bit useless. I guess they have their sale and that’s where their customer service ends.

What have I learnt from this expensive errror? (1) don’t buy anything from Dawsons or ‘BBQ World’ (2) don’t buy anything from Weber

Be very aware of the cashback offer that they are advertising on behalf of Weber! I was told by BBQ world to take a photo of the bar code and serial number and that i should then go to Weber to reclaim my money.
The bbq was a present for my kids new home. I asked them to send a photo of the bar code and serial number, which they did. i sent the details off to weber, who said that i should have cut the code from the box! Quite what difference that makes, i have no idea? The box has now been disposed of!
Weber are notoriously difficult to get hold of and have now sent me two emails asking me to re divert my info to another email address, which funnily enough doesn't work!
I bought this in good faith from BBQ world, having had a promotional email from them. They gave me false info about the bar code and serial number and now it appears that Weber are trying to wriggle out or reimbursing me.
Any deal that looks too good to be true, probably is.
I have asked BBQ world to help with a customer service number for Weber, but the one they gave me is not correct. All very disappointing

Chris White, 07717 153148

We ordered a new garden furniture set on Saturday afternoon and it arrived in great condition on Tuesday morning. The furniture is of fantastic quality and the delivery service was perfect. The couriers called in advance to let me know a time for delivery and they were a very helpful 2-man delivery team to bring the pallet to as close to the front door as possible. Thank you Dawson's and GardenFurnitureWorld.

Purchased on Friday.
Delivered on Monday and Liam was excellent and very informative and the delivery went smoothly.

Love the outside furniture set then we knew we would as our friends bought the same one ten years ago and it still looks like new.

Only pick would be we would have preferred the set without the parasol which we will not use.

Shoddy Charlbury lounge set, bought May 2024. Sharp nails protruding from chairs, sofa & table. Weave on all items rough, worn finish, with fibres flaking and deteriorating. Very disappointed. Phoned Dawson customer service. Told us to contact Kettler direct, then cut us off twice. Asked to speak to a manager, told not available but would call back. No call.
So, made four phone calls to Kettler, several emails including photographs of faulty furniture. Asked for replacement set. After appearing to take our complaint seriously were shocked when told by email that they would not replace despite the evidence we'd provided of fault. Told us to contact Dawsons! The furniture remains inside, as not fit for use. Wasted £,1000. Neither Dawsons or Kettler willing to take responsibility. Wish I'd read the other many poor reviews before buying from Dawsons, be warned.
From looking at many other extremely bad reviews about Dawson's on Trustpilot they are indeed ripping consumers off. Will be following this up. Maybe Rip Off Britain would be interested in researching this story?!

I ordered a Bramblecrest Tetbury Bistro Set. The price was good. The ordering and payment was very easy. Dispatch was quick and the product arrived safely with very good packaging on a pallet. Very easy to follow instructions and tools supplied to assemble the table. All in all a very good experience shopping with Dawson’s through their garden furniture world website.

Mot happy at all. Garden furniture arrived damaged and screws loose, the replacement had screws missing and others loose, the box arrived in was damaged and trying to return goods in a damaged box is a joke having to now buy bags, tape etc to repair box to send back. First and last time using this company

Ordered garden kettler bisto set, was a bit conserned when I read the reviews after purchase so had to write a review due to all the negative comments, we ordered on a Monday furniture delivered on time 4 days later one cushion was missing but after a quick phone call the cushion was in the post and arrived the next day.

Very poor customer service, after paying £2300 for garden furniture and being told that my order had been despatched a week ago I have had no contact from the courier. When I've contacted Dawson's I just get vague unhelpful statements and they appear to think that once it's with the courier it's nothing to do with them. They seem to forget that my contract is with them as the seller and it is their responsibility to make sure it's delivered. Would never purchase from them again.
Update 31/5/24: Dawson's have not responded to my emails so I still have no idea where my garden furniture is. I have also contacted the courier company, misnamed SPRINTSHIFT and they have failed to respond. So if you want to hand over thousands of pounds to this company and receive nothing, neither goods or service, then this is the company for you. I have never dealt with any company that doesn't provide live tracking information. I think my order is being delivered by stagecoach so it might be halfway to my house by now. Who knows, because Dawson's don't. What a disgraceful company.
Update 1/6/24: still no garden furniture and no contact from the courier. However, there is an email from Dawsons to state that they will contact SPRINTSHIFT on monday

After purchasing a Kettler Palma cushion storage box over almost two weeks ago I enquired as to when this was to be delivered only to be told it was sold out! It was not sold out when ordered and paid for under a special offer and I suspect that they don’t want to honour a legitimate purchase and are being underhand and guilty of miss selling goods they did not actually have. I am intending to take legal action for this disgraceful and deceitful behaviour and advise others to be warned.

Am very pleased with their service n attention to details in looking after you. Very friendly staff manning the phones who sort anything quickly.

Would definitely use again if they have what I am looking for.

I ordered some Kettler garden furniture slightly apprehensively because of some of the negative reviews but it arrived on the promised day in perfect condition and I'm delighted with it. The price was excellent, much cheaper than elsewhere. On the delivery day I rang Dawsons to see if they could find out from the carrier what time it would arrive, they rang me straight back giving me the information required.
I always knew that it would be a pallet delivery and in some ways this was more trouble than if the furniture had been separated but it took just 30 minutes to unload the pallet and cut it in half to get rid of.

BBQ World / Dawsons Delivery - BEWARE! When you decide to pay for your purchase you agree to their T&C’s which is a pallet delivery to curb side and not to your front door.

I have never experienced such a stress inducing delivery with customer service putting the phone down on me as I was exasperated at the inability for them to understand how and why this would be the most frustrating situation to find myself in. £1000 delivery of huge Spirit Weber BBQ left in central London on the pavement ?!!!

So much for a surprise birthday gift for my husband! Thanks Dawsons / BBQ World, I’m not certain there is one reason I could find to recommend using you again.

Online eCookshop experience.
Ordered 6 Portmeirion tea plates in the sale late last year ('23) Looked lovely with the rest of my Christmas table setting.
Browsing through again on the weekend, noticed the original plates were still half-price, so bought an additional 2. Plus 2 more of another design, also half-price.

Besides the superb price, the delivery was so speedy and the items were very well wrapped and packaged. The DPD van delivered at the time specified (via text) so was home to collect. Am delighted.
Highly recommend.