Company Details

Terrible customer service from Kettler and Dawsons Department Store. After purchasing an expensive Kettler garden room sofa, unwrapping and finding help to assemble it, and dealing with a large amount of packaging, my mother discovered that it was very wobbly due to an uneven leg or frame, and therefore not usable as seating. She is an older woman living by herself, and both companies have refused to offer any support further than insisting she must dismantle and repackage the sofa herself if she is to receive a replacement. Considering the cost and size of the item, this is extremely poor and insensitive customer service. My mother is left with little choice but to accept a faulty item, which I find disgusting.

After an awful experience with Garden4Less (don’t buy from there!) I decided to contact Kettler directly about issues with my Elba low lounge set. Dean, the customer service manager, has provided the most exceptional customer service I have ever experienced. He has been courteous, polite, understanding and extremely kind. Although he is a very busy man, he made so much time for me replying to my emails with detail and understanding. He has taken action so that I am receiving a replacement garden set on Thursday. I am so excited!! I’ve already got friends pencilled in to come over and toast the new furniture. Now Dean, if there’s something you can do about this rainy summer….. All in all, first class service from a luxury brand. Thank you Dean and all those at Kettler for securing another very happy loyal customer. Wishing you all a wonderful summer!

We ordered 6 grey Elba Garden Dining Chairs from a garden centre. I was concerned that the quality of the welds weren't up to scratch. I contacted Kettler, took pictures and sent them to Kettler. No questions asked... they sent us 6 new chairs in exchange for the old ones in less than a week. The delivery drivers couldn't be more helpful. The chairs look great and we are really happy with our purchase. Thanks, Kettler.

No Q asked replacement of two outdoor lounge chair sets and dining chair under 3y warrantee. Immediate delivery and removal of replaced sets. Small issue of rust on one of the components of the loungers and small blistering in powdered aluminium coating of chair. 100% satisfied.

Very promptly sorted our garden table with a rusty top. Easy process and clear communication from them.

Send in The Clowns The Kettler products are well engineered on the whole but that’s where the accolades end as the after sales service is abysmal. Approximately two years ago I purchased two parasols which were to be placed adjacent to one another to cover the area across bifold doors once they were opened. Unfortunately one had a small tear in the material. They replaced the damaged parasol but it was a slightly different colour and although irritating I didn’t log a complaint. More disappointing though is that the parasols arrived with night covers but incredibly they are a different colour to the parasols and spoil the look, bearing in mind the garden furniture, floor covering and parasols were all chosen to match each other. Initially I was told they don’t supply the covers to match the parasols but eventually after much correspondence and months of waiting, two covers were delivered in the correct colour. Winter had set in by then and due to the weather I didn’t replace the covers until the spring only to discover one of them was for a completely different set of equipment and had cut outs in it that didn’t line up and also fastened with Velcro instead of a zip. The Velcro might sound a trivial matter but the zip enables the installation of the covers without use of a ladder as it has string attached which can be pulled from ground level (the parasols are about eight feet tall). Further correspondence ensued which resulted in them not answering emails and denying yet again that they actually sold the required product even though they already had sent me one. At one stage a clown called Neil based in the warehouse sent an email to his colleague basically accusing me of being a serial complainer and there was little he could do. However, he sent it to me instead and my email provider informed me he had been trying to retrieve it from my inbox once he’d realised his idiocy and unprofessionalism. I asked to take my complaint to a higher level within the company and this is when the customer service manager intervened (Dean Nevin Bowley) and he apologised for the way I’d been treated and accepted they could indeed provide the correct cover and that he would “personally oversee the replacement of the correct covers”. He asked me to be patient and said he felt confident he could resolve the issue to my satisfaction. Furthermore he asked me to return the cover first which I did and I also sent photographs and a full explanation of what was required in order to assist him and ensure he would not make further mistakes. Sarah Heart then sent me an email informing me a replacement would arrive on the 30th June and I needed to be available. I waited in all day but it arrived Saturday afternoon. And you won’t believe this but all they’ve done is send me the one they’d asked me to return. It was probably sent out by that clown Neil, you know him, the one that wonders why I keep complaining. What makes matters worse is I have not received any follow up from Mr Bowley to make sure it was all done to my satisfaction. Surely sending the correct night cover is not too much to ask as they’ve done it once. What a bunch of unprofessional clowns!

Hi All at Kettler, thanks for exceptional service you've provided. We did have issues with 2 chairs but the prompt efficient service by Kettler replaced. No questions or hesitation, replaced immediately. We appreciate everything they did. Thank you and we will buy again from you. Customer service at its best.

Bought six chairs with our garden table, unfortunately the chairs rusted after a few years! We bout the kettler set from John Lewis - kindly Kettler replaced the six chairs, can’t thank them enough!!!

Purchased the Ketler 3m by 3m gazebo from a local garden centre. The item has last 2 summers. The product is supposedly aluminium which as we all know isn’t supposed to rust but it has. The gazebo parasol has started to erode and become unstitched and can no longer be hanged. The item wasn’t cheap approx £600. The item came with faulty parts which had to be replaced and provided by Ketler after long waiting on the phone lines. I wouldn’t recommend this particular product it’s not worth the money. I will be looking at other providers to replace this item (certainly reading reviews first).

I ordered a Palma Lounge Set with an SQ table in Oyster from Gardens4Less. When unpacked the SQ table was broken. Gardens4Less did replace it very quickly. I had not had the opportunity to use the set until we has the first bit of hot weather, only to find ridges appear in the top of the resin SQ table. Knowing they were not there when I unpacked it, I made contact with both Graden4Lesss and Kettler. I was told by Kettler that I should have been using coasters on the table as the suns prisms have caused this to happen by being magnified by a glass or can. At no time was this evident in any paperwork whilst unpacking the table. I explained that I didnt think the table is actually fit for purpose as its a garden table and although I am careful , you shouldnt need coasters on an outside table. Kettler offered to exchange the damaged panels , but thinking the table not fit for purpose, I asked if I could exchange for the cheaper glass top table . I have now been told that I will not be getting a refund for the difference which is in excess of £ 350.00.

Paid a £1000 for a Kalos Gas Fire Pit that lasted only 1 year after which it was completely chipped and the paintwork is damaged. Called up customer services to ask how this can be repainted and were told its not possible as its a hand painted item. How ridiculous - why wasnt this commincated at the time of sale. This item is not fit for purpose. £1000 for 1 years use - really? ***Changed from a 1 star to a 5 star review due to a replacement from customer services***** So upon reading this review Kettler got in touch and arranged a free of cost brand new replacement for the fire pit and replaced it with the new alumnium version. They agreed there was a design fault with the previous version and were apologetic about the damage to the previous version. They arranged collection and drop off of a new unit and this was resolved in a very satisfactory manner. Well done Kettler!

I bought a Kettler “sienna” garden table with 6 chairs, parasol and a 2 seater bench in 2021 which had a 5 year anti rust warranty. In 2023 the table top showed signs of rust. Kettler did not hesitate to completely replace the table. Kettler managed the exchange promptly and efficiently. All the original chairs etc. remain in excellent condition.

We bought a firepit last year which although covered, was discoloured when we removed the cover this year. I contacted the retailer who we bought it from and they contacted Kettler who provided a replacement firepit and cover the following week. Excellent customer service.

Had an Everdure barbecue; we had a small "flameout" but then the plastic skirt at the top started to burn and soon the whole BBQ was alight; luckily had an extinguisher close to hand but the BBQ is ruined. Reported to Kettler but they summarily dismissed it as my fault for not emptying fat tray (NOT TRUE!) I believe this is a design fault- I would have thought is was self evident that barbecues should be made of fire resistant materials! Kettler attitude dismissive and obviously not interested.

Kettler were available on the phone. It’s so good to actually talk to a human. All agents were helpful and efficient. Very happy with the service. There were a couple of issues but these were dealt with in the best way possible.

Can't complain with this company as I had a tiny flaw on my parasol pole and they immediately asked for 4 days to sort out a date to deliver a new one and pick up the old. The delivery and collection were good and I was informed throughout. I am happy with my product and the overall service from Kettler.

Bought a table from kettler after less than a year the paint came off the table all around the fire pit . It has been cherished and stored inside during winter . Contacted kettler I didn’t have an apology , but to be fair they didn’t query anything and promptly arranged to deliver a brand new table . I hope we have better luck with this one as when you pay high end I do feel things should last much more than a year !

We bought the Palma mini fire pit set last October and a few weeks ago noticed the paint effect on the table had bubbled so contacted Kettler and they replaced it within a couple of weeks. The second table one of the panels was damaged so rang and asked for a replacement panel, next thing I know they've replaced the complete table again! Can't fault you Kettler thank you very much!

Excellent service from warranty claims. Exchanged faulty item with no fuss. Very professional, great communication.

After seeing a Kettler PL33 parasol complete with LED lights and wireless speaker in John Lewis, I bought one for our patio. It was a bit more than I was wanting to pay for a parasol but after I finished setting it up with our new furniture, I was more than happy with it. However, my delight was short-lived as I managed to damage one of the spokes when I accidentally opened a bifold door into it. I contacted Kettler customer support to see if I could buy a replacement spoke and was very pleasantly surprised at how helpful they were. After a few questions clarifying which type of spoke I needed, Kettler sent me a replacement within a couple of days, free of charge. Absolutely amazing service and very rare to find in this day-and-age. Brilliant service Kettler and many thanks for all your help. Over and above what I expected and now I've replaced the spoke, I'm once again delighted with my parasol.