Company Details

Customer Service! I have to write regarding customer service from Kettler, in particular a lady called Dawn. We recently replaced 2 Kettler Surf reclining chairs after nearly 7 years use. Have to say the quality of the new ones in nothing like the old ones, so disappointed, however, had a problem with one of them and so contacted Kettler UK. Dawn was very kind and gave various solutions, we agreed on one which suited us best, so although disappointed with the replacement chairs with regards to quality, have to give praise where its due and customer service was excellent. Thank you Dawn! So have given 5 stars for customer service but would only give 3 for product!

I had a problem with rotating my Kettler parasol due to corrosion between different metal types. Despite the parasol being out of warranty and as the part was not repairable, Kettler kindly replaced the parts free of charge. You pay a premium for Kettler but the customer service makes you appreciate why. Well done Kettler you turned a potential customer complaint into an appreciation. Many thanks.

This furniture is not high quality. We have 10 chairs which we purchased in 2016. In the winter, they are stored in the garage hardly every use the furniture during the summer (maybe a few hours every week). After 10 months, the plastic started rusting (manufacturing fault - replaced), after 7 years, the plastic coating from the chairs started detaching from the alluminum frame and it now just looks cheap and tacky. Contacted them but "sorry out of warranty" whilst I believe they should really do better having spend £200 on each chair. These products are badly made, the support is dissapointing and I would go for a different brand.

Good service. My coffee table had an issue and once I contacted Kettler they immediately responded and said they would send a replacement. Quick delivery. Nice looking products.

My dealings directly with Kettler could not have been easier. I phoned and the call was answered by a human without delay. My query was swiftly rectified in a friendly and efficient manner and promptly confirmed via email. Without doubt Kettler are the very best company I have dealt with in many years, the Customer Service dept is a credit to Kettler and numerous companies would do well to follow the example of Kettler.

We bought a Siena 4 piece set in late 2020 from Dawson’s Department Store, which wasn’t assembled & put out until Easter 2021. By October the table had gone rusty so I contacted Dawson’s & they arranged with Kettler for a replacement table. Unfortunately, by Easter 2023 the whole set had rusted & I contacted Dawson’s again who helped me because there were problems uploading images onto the Kettler website. Two immediate neighbours had had the same rust problem & were informed by Kettler that Siena was unsuitable for a coastal location & were offered Surf instead at a small extra cost. Kettler agreed to do the same for us. Unfortunately, a couple of things went wrong after because the replacement took several weeks & then the delivery notification stated it was going to be Siena again. It turned out there had been 2 accounts in my name & the one with the Surf order had been deleted. Anyway, this was resolved & the correct order was eventually despatched. I’m delighted with the result of getting Surf 5* & the staff at Kettler were great 5* but not quite so much with the problems in between so I’m sorry I can’t give you a better overall score.

We bought a Kettler net table and chairs. Unfortunately, after a year, the table was starting to rust, and the rust spots were very visible. I emailed Kettler about the fault, they sent me a link which they asked me to use to download photographs of the issue, and receipt as proof of purchase, which I did. Within a day, Kettler emailed me with a phone number to ring to arrange delivery of my new table, and it was delivered two days later. The customer service was second to none, and while I would have preferred not to have a new table, Kettler didn’t quibble at all. They were excellent, and I can’t praise them enough. Brilliant.

Excellent service. Purchased a table top heat that was damaged on arrival. It was replaced immediately.

Dreadful quality, terrible instructions, noone every answers telephone in customer support. Appears to be physically impossible to assemble item, it is badly and illogically designed and the instructions consist of a couple of poor quality drawings that gloss over multiple difficult step. Holes do no line up making it difficult to assemble and showing zero quality control prior to shipping. Save your sanity and buy literally any other brand.

Had a problem with a part to turn the gas on my kettler fire top table and requested a replacement part. They replaced the complete table, delivery and collection of the old one within a few days!

A first class professional supplier. I had a warranty claim for a product bought from a Kettler retailer in October 2022. I unpacked it in May 2023. while there was no visible damage to the packaging the Patio heater was broken. One telephone call to the Kettler GB customer service team followed by one email with photos then another friendly telephone discussion at which Kettler said they would replace the defective product. The new one was received in early June and the broken one taken away by the same company at the same time. An excellent company, friendly and straightforward to deal with.

Had to make a warranty claim for rust. Super easy process, no quibbles or hoops to jump through beyond registering and sending pictures.

I thought the customer service was excellent. My chair had to be replaced as it was faulty which they sorted within a few days with no fuss at all. New one delivered and the 3yr warranty was very simple to sort out with them.

Had a issue with my product and they replaced straight away. Really good customer service.

Bought the Kettler Charlbury 6 seater table and chair set from Frosts Garden Centre Woburn Sands. When the table was assembled we discovered that the hole in the middle of the table did not align with the hole in the glass table top, therefore no way of inserting the parasol that was also purchased. The team at Frosts passed the issue to Kettler who after several email chases responded to say they accepted that the product was defective but as they had no more stock they would replace the table when new stock arrived in 2024 ! Alternatively I could take it back to Frosts and buy something else ! Kettler seemed to think this was a perfectly acceptable resolution to providing a faulty product and as Frosts have no alternatives we have no option but to wait until next year for our table ! For the price of what we paid for this furniture I expected a quality product and quality service from the manufacturer , unfortunately Kettler have provided neither of these.

The response was excellent and a worked example other companies should follow Good staff on the phone Clear comments on what I needed to do No fuss My faulty items were replaced quickly

Just had my KETTLER table and chairs replaced under Warranty as they all went rusty after only two years. I bought them through Gardens4less. Both the retailer and Kettler were very easy to deal with. Took a few weeks but am very happy with the new set. The delivery guys were helpful with good communication.

We ordered a garden table from this company direct and had a string of items delivered that were either damaged or parts missing. Basically not happy with the quality of the table and that there must be no quality assurance in place. The first person in their customer service I dealt with over this matter seemed not to care, however, the lady who eventually sorted out collecting the table and my refund did have good customer service skills and therefore I cannot fault her, as a matter of fact if it was not for her then this review would have one star! I am just very disappointed that a company whose products I have purchased before sent me three tables that were not fit for purpose - the first one sent did not even have any legs!

Appalling customer service. Ordered for use after project ended - one sofa delivered damaged in the same box as one in perfect condition. Requested replacement- no real empathy no real attempt to resolve just denials

Bought my Kettler Caredo table 4 chairs and umbrella set £840. The table is bendy when you lean on it with arms/elbows and the “grey” is more black and the chairs hot to touch in the sun. The umbrella moves a fair bit and often seems lobsided. I thought I was buying quality with Kettler but am feeling somewhat disappointed and frustrated.