Company Details

This was a warranty service. Three chairs had developed rust patches within the warranty period. The process to claim was straightforward and the chairs were quickly replaced efficiently

Absolutely superb customer service. Immediate response and replaced some cushion covers even though not technically under warranty. A company that genuinely wants their customers to be satisfied. 100%.

Kettler are in my top 3 companies for customer experiences this year (2024). The other two are Solo Stove and Costco. Whilst I have purchased a lot of Kettler furniture over the years (maybe the reason for the great service ‘being sceptical’) the customer service has been great on many occasions, fixing some little issues like a faulty candle (immediate replacement without the hassle of having to send a faulty item back) and a polywood Elba table top cracking with a full immediate table replacement. Now this table was 3.5 years old and out of warranty but given the care we gave the table using Kettler approved products, they honoured the issue. 5 star all the way!! In terms of the furniture itself. Sturdy, robust and very easy to install. The opposite of IKEA.

I had an issue with faulty enamel on a barbeque under warranty. Very quick, no quibble replacement, excellent service, thank you

One of the garden chairs In a set we bought would not sit flat to the ground (one short or bent feet). Supplier contacted Kettler who arranged to exchange the chair which they did under the warranty. New chair delivered and faulty one collected by courier which was all very good. The only down side was the length of time it took as this seasonal stock wasn’t available for several months. Other than that - very pleased with the service I received.

Don’t bother with this company, with particular reference to their DayBed range. We bought this set in 2021, and immediately had to battle with them to get a faulty cushion where the stitching was loose. They begrudgingly agreed to replace. This year, despite following the advice and guidance on storage and purchasing their ‘ protective’ cover, bird droppings managed to damage both cover and cushion, despite their website claiming that its protective against such. They have refused to replace this under warranty, first stating it’s due to incorrect storage and secondly stating that the picture evidence is not bird excrement but in fact ‘ sun damage’ and is not replaceable. Absolute rip off, spend your money elsewhere.

Paid nearly 4k for a BBW last June, problems from day 1, they came and visited a few times, then replaced the BBQ, same problems carried on occurring, I told them if I get the same problems this year I will send it back and expect a full refund, so summer this year 2024, fired up and the same problems as before, won't hold the flame, now bear in mind the BBQ has been used no more then 5 or 6 times total, they had the audacity to say it wasn't cleaned properly and that's why the problems occured, I will be taking them to court as they are thieves

I enquired about replacement cushions in January this year for our Kettler Palma furniture set. The response was yes we can supply and an order was placed to provide these in February or March. I chased this up near to that time and was told that there was a delay and they would be supplied in mid May, again I chased near to that time and was told that they would be in stock in July. I chased again yesterday with their sales team, only to be told that it it would now be the end of year. To get this wrong once is forgivable, to get it wrong so many times is totally unacceptable.

Had a problem with my garden table. Contacted Kettler and sent photos as requested. Excellent customer service, and within a day a replacement had been agreed and delivery date arranged. Delivery was within timescales and I was kept up to date throughout. I have always been pleased with my Kettler products and am certainly happy with the service I received. Thank you

Edit: Since the review below Kettler responded to my issue. Not only have they replaced the faulty firepit but they took the old one away. Thank you very much! That’s great customer care. Hopefully this one will not disintegrate. Purchased a Kettler firepit coffee table in August 2021. The warranty has now ran out and the whole of the tabletop is cracked with chunks flaked out if it. It’s been covered over winter by the cover provided but it’s made out of cheap material. For £800 I expected more than 2 years minimal use before it deteriorated.

I wish I can give -100 to this company. They do not cover guarantee period they would just say to you that it was the weather outside . I do not understand the furniture should be able to last outdoor atleast 5 years. Really cheap material . the outdoor storage shed is the worst with little rain the parts will fall apart .

We bought a costly Kettler Palma set of garden furniture with a height adjustable table. We also purchased covers to try and keep it all in the best possible condition over the winter. We bought it late last year and it has been mainly under cover since then. We recently started using it again and saw long lines of what appeared to be burn marks / melted plastic on the table surface. I contacted Kettler who replied promptly to say that these were caused by light refracting through wine glasses and melting the plastic. The email implied it was all my fault and if only I had covered the table up when anyone placed a glass on it all would have been well. Moral of the story, don’t buy a Kettler table for use outside if you want to place a glass of wine on it on a sunny day. Don’t expect any help from Kettler - their tables clearly are not designed to be used on sunny days to support glassware. I have just seen the reply below from Kettler. I think they make my point exceptionally well. I understand the physics, what I don’t understand is why they market a table with this issue and haven’t addressed it. The way their reply is constructed evidences the fact they have had to construct boilerplate content for this issue. I also received this patronising response when I first contacted them.

Purchased a Panalsol deluxe. Fabulous product husband and son put it together in a day looks great. Service was great excellent throughout

I purchased the KETTLER Surf 6 Seat Garden Dining Table and Stacking Chairs Set from John Lewis just under a year ago and was extremely disappointed with product quality. After just a short period of use, the table started developing stains from food and drinks touching the table. When I reached out to John Lewis for resolution to the issue or a replacement, they rejected my claim, stating seller has rejected my claim with reasoning that the marks were caused by grease and therefore not covered under the warranty. The response I received regarding the marks on the table being caused by grease and thus invalidating my claim for a replacement is utterly illogical and disappointing. Dining tables are designed for the purpose of eating, which naturally involves food. Grease is a common component of many meals, especially when grilling meat, which is a typical use case for an outdoor dining set. To reject my claim based on grease marks is unreasonable. If the table is not resistant to standard food-related substances, it is unfit for its intended purpose. This issue should be covered under warranty, as a dining table that cannot withstand typical food stains is defective by design.

Kettler Customer Service is excellent - We have had a couple of issues with garden furniture and they have exceeded expectations both times - thank you!

I bought a whole set of Elba garden furniture exactly a year ago and it has been a joy - apart from the teak dining table, of which I have had four. The latest arrived a couple of weeks ago and, touch wood (!), seems to be okay. The other three developed cracks and had to be replaced but - unlike so many other companies - Kettler dealt with my queries and replacements efficiently and courteously. Special mention should be made of Dawn Robinson and Kate Beverley. Obviously it's a shame if a product is faulty, but even more of a shame if one has to battle to get a refund or a replacement which has not been the experience in my case

Lovely hard wearing furniture however, unfortunately after 15 months I had to claim on the three year warranty for one of the chairs. I emailed Kettler.co.uk on Bank Holiday Sunday evening at 20.41hrs and received a personal response from a customer service agent at 21.58hrs. The issue was resolved and within a few days we had a brand new chair as a replacement. I cannot fault the service, it was prompt, professional and exceeded my expectations. Thank you very much, I would not hesitate to recommend you or purchase from you again.

Shoddy Charlbury lounge set. Bought set June 2024. Noticed sharp nails protruding from arm of chairs. Also weave finish rough, fibres peeling, worn and very distressed. Telephoned Kettler customer services, reassured they would help. Asked for replacement set. Today after several phone calls, emails and sending detailed photographs of faults Kettler have refused to accept the furniture is faulty or offer replacement/refund. I'm left with garden furniture I cannot put in garden, as further deterioration will occur in wet weather and £1,000 wasted. Thought Kettler good quality, couldn't be more wrong, 3 yr warranty worthless. Tony and Jonquil Smith. Also, having looked at the very poor reviews about Dawson's Department Stores on Trust pilot I'm astonished that Kettler continue to allow them to sell their garden furniture. I will take this further 'Rip off Britain' indeed.

Hi, I purchased a fire pit/table 12 months ago, I had an issue with it and Kettler exchanged it for a new one but also upgraded it to the latest model, I am blown away, would give them more stars if I could. I will be buying their products again! Thanks Kettler!

We have been thrilled with our grey Cafe Roma table and chairs set. We've recently had cause to make a claim under the warranty and have found Kettler to be most helpful and obliging. A very good company to deal with!